HubSpot Integration With Jabber

[SteveLink66982]

We are considering their SupportHub product and have the requirement to link incoming calls to their interface to retrieve caller details and history. I am told that their Contact API - Get endpoint will provide that functionality but we will need to retrieve the information from Jabber. Does anyone out there have this type of experience with Jabber or some other API to connect the Cisco phone system to HubSpot?

[dstaudt · Accepted solution]

The Jabber voice & video SDK may help here, as you can use it to embed a Jabber softphone in a browser (and receive incoming call events, including call IDs) or use it to monitor similar events for a desk phone: https://developer.cisco.com/jabber-web/

TAPI and JTAPI also provide call monitoring/control with even more features, though usually requiring a server component:

https://developer.cisco.com/site/tapi/

https://developer.cisco.com/site/jtapi/

On the flip side, you may be able to use Jabber embedded tabs to host a browser application - Jabber provides JavaScript events/features in such embedded pages that can provide caller Ids, etc.: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/jabber/11_0/CJAB_BK_D657A25F_00_deployment-installation-guide-jabber-110/CJAB_BK_D657A25F_00_deployment-installation-guide-jabber-110_chapter_01010.html#CJAB_RF_CACE1507_00

[SteveLink66982]

Thanks. To say that this is a lot to digest would be an understatement. I saw something similar to "we can have you off and running in 5 minutes" which I guess is referring to the sandbox lab. I came across quite a few bad links when searching for sample code and instructions, then found a PPT with 160+ slides showing a CallRouteRequest which returned callingNumber. Not sure how to call the local instance of Jabber to get this info, can you help or know of an implementation specialist who may be able to provide assistance?

[dstaudt]

True, there is a lot to understand and a lot of API possibilities to weigh...

If you are considering the Jabber voice & video SDK:

- This is a JS-based API that can be used in PC browsers to either monitor/control Cisco phones (including Jabber soft phones) or instantiate a full softphone in the browser itself (no Cisco phone or Jabber instance needed.)  Caveats include the need to install a desktop extension application (a binary which provides the 'headless' Jabber audio/video/signaling processing) and a browser extension (which acts as a bridge to the native component and the JS API) on every PC which will use the solution.

TAPI/JTAPI have a different set of pros/cons.  Pros: can be a single server-based application service provides CUCM phone monitoring for potentially large numbers of individual phones; no components necessarily need to be installed on user PCs; getting call events/info (like caller IDs) from the service to applications can be done via any RPC mechanism you wish.  Cons: JTAPI/TAPI are fairly complex libraries that will involve multi-threading/real-time programming skills to implement; you will likely want to implement as a server component, which requires a server; RPC mechanisms for getting requests/events/data to/from the server component are up to the developer.

I would be happy to discuss in more detail if you want to find me on Webex Teams or send a calendar invite: dstaudt@cisco.com