Popup Screen On Agent Screen

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Created by: Kumara Sampath on 12-05-2011 08:51:40 PM
Hi All,
 
We have setup CISCO Call Manage (V 7.0) and need to achieve
following things. Please give a clear picture because I am new to JTAPI.
 
When incoming call comes to the agent, we need to popup
screen with caller profile. (We can retrieve caller details using caller no
from our database). I think,

Need to develop java client application to track call events .
Should we install client application in each agent desktop or can we bind this
into the cisco agent screen (already CISCO agent is running but couldn¿t customize).

 
Thanks,
Sampath

Subject: RE: Popup Screen On Agent Screen
Replied by: Abhishek Malhotra on 13-05-2011 09:07:40 AM

When incoming call comes to the agent, we need to popup screen with caller profile.

When a call comes on agent, and if agent is observed by JTAPI then JTAPI would send CallCtlTermConnRingingEv for agent's terminal to the observer. You can use this event as trigger to show a popup you want. You can invoke getCall() API on this event to get CiscoCall object and can further invoke getCurrentCallingAddress() API to get the current caller's details.
 
 

Should we install client application in each agent desktop or can we bind this

into the cisco agent screen (already CISCO agent is running but couldn¿t customize).

If you own the agent application code then you can enhance it to handle JTAPI events and as mentioned above. Else you will have to write a seperate JTAPI application which listens to JTAPI events. 

Subject: RE: Popup Screen On Agent Screen
Replied by: Kumara Sampath on 13-05-2011 09:30:34 PM
Hi,

Thanks for quick reply.
We don't have agent application source code. So we have to decide following things,

1 - Develop new agent application or
2 - Can we run two applications on agent desktop? ( Cisco agent application and our new application ). Is it possible ? Any complicit there?

Thanks,
Sampath