CTI servers send very sensitive data collected during IVR interaction with the customer. Most of the time this is account numbers, pin numbers or other data items that are used for authenticating the caller. In this day and age we cannot transmit this data unencrypted. Any one can snif the credentials or the account number data off the wire.
Cisco must enhance GED-188 protocol to support encryption. We looked at custom solutions such as host to host vpn or proxy based solutions. These solutions are one off and introduce their own vulnerabilities. Additionally in high available architecture in which CTI operates there are multiple hosts making the one-off solution very complex. Also every CTI application inside our organization has to implement a custom solution to remove the risk. This makes it very expensive and quite impractical.
I would think this is a problem for any bank, insurance or retailer. Cisco should seriously consider supporting SSL on top of GED-188.
I think I found another one. For brevity, I'm stripping the soap headers.First, I'm creating a new line using addLine <line>
I need to have a notepad with some saved text to pop up with an incoming call hit to our call center. I am aware of the thick client screen pop gadget, I am working on seeing we can change that to fit our needs. I am unsure to change to get this working
HiWe have UCCX and are using cisco finesse. We have deployed popup screen feature on finesse and it is working fine, but we have a problem. It does not create new tab for each call that is handled and every new call over writes the call info with the new ...
Hi there, Suppose Agent001 is in Ready(userstate) state while Agent002 is in Not_ready(userstate) state. Agent002 makes call to Agent001,Agent001 answers the call & now they are in Talking(userstate) state...