I am in a situation of implementing manual dialing from CAD in a UCCE environment from a 3rd party application. I have CISCO CAD 8.5 premimum and trying to explore different possibilities:
Click-to-call with hyperlink dialing enabled
Having hyperlink enabled, I can see a US formatted number (10 digits) is made clickable automatically and the system dials out as I press the number. For testing, I tried to place a shorter number (another IP-phone extension) and tried to simulate the call with my own number like
<a href="#*46712"> extension_number </a>. Nothing happens when I click on it.
"Agents also use a click-to-call capability in their Visual Basic application for outbound dialing. An outbound UDP socket session passes the phone number the agent selected to Cisco Agent Desktop, which makes the outbound call."
But there's no supporting document or further information how can this be achieved.
Can an external application call CAD for outbound dialing via UDP request? If yes, what parameters should the external app pass for this?
To make CAD receive a make-call event from external source like 3rd party CRM, we have to enable "Remote Access". It's also clearly documented as activating the "Allow activating Receive events" and specify the UDP port.
Every CAD agent machine then listens on specified UDP socket.
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