Subject: RE: How to send data to Agent Desktop through JTAPI
Replied by: David Staudt on 17-08-2010 06:40:32 PM
I'm not completely sure I understand the inquiry, but I believe it may be r.e. tunneling data within call objects in JTAPI (user to user data?) This is currently not implemented in Cisco JTAPI, I believe you would need to use an alternative data channel to coordinate your app components.
This document was generated from CDN thread
Created by: krishna somu on 17-08-2010 07:13:08 AM
We have an outbound solution developed using JTAPI & CVP applications. The complete architecture and overview is given in the attached document.
Since we need to pass the customer information to the Agent Desktop, we had 2 proposed solutions, but were blocked due to the mentioned bottlenecks (please refer the attached document).
As we tried the same solution in other platforms (like Avaya), there is CCXML which can control both Call and Data. Is there any similar way in CISCO.
We are grateful if anyone could help us to overcome this bottleneck.
Subject: RE: How to send data to Agent Desktop through JTAPI
Replied by: Stefan Slominski on 23-08-2010 08:53:25 AM
i don't know for sure if this works on outbound calls, but on incoming calls you can configure the AgentDesktop to open an URL with several parameters (pre-defined: agent-name, caller number, called number, orig. called number a.s.o.) in his integrated browser-plugin... on this Website you can query your DB for customer-info.
configure this Agent-Desktop behaviour via Desktop Administrator
