Integrating IPCC with an external application

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Created by: Mauricio Rosa on 14-07-2009 07:38:24 PM
Hello all,
 
Today my company has an IPCC to manage incoming calls from our customers and we have a internal CRM tool. The ideia is integrate the IPCC with a new Java CRM.
So, when a customer call to us, he types the customer code in a option and when the call is transferred to the properlly customer service agent, the java application shows all information related with the customer. (Today the customer service agent must type the customer code into the tool to view this information)
I'm a developer and appreciate if anybody can guide me how to start that, at least how can I search for the correct documentation. :o)
Tks in advance.
 
Best Regards
Mauricio

Subject: RE: Integrating IPCC with an external application
Replied by: David Staudt on 14-07-2009 08:15:47 PM
Some more details on the requirements may be helpful, but I suspect you will end up in the following areas:
 
- IPCC integration via CTIOS : http://developer.cisco.com/web/ctios/home
- CTI call events via UCM TAPI or JTAPI: http://developer.cisco.com/web/jtapi/home http://developer.cisco.com/web/tapi/home
 

Subject: RE: Integrating IPCC with an external application
Replied by: Mauricio Rosa on 14-07-2009 08:40:18 PM
Hello David,
 
Tks for your prompt reply.
I have looked CTIOS page quickly and I think that this is exactly what I need.
I will study that and post any doubt if necessary.
About details on requeriments, I said only a small brief because really I'm totally new on CISCO, so I don't know what is relevant or not.
 
Tks again and Best Regards
 
Mauricio