I have an application that needs to initiate calls to customers. Also, I need to have an agent reserved in case the customer wants to transfer to an agent from my calling IVR. They are a high-priority customer and should not have to wait in the regular agent queue.   Too accomplish this, I have looked into at least three different technologies: Outbound dialer, the CTI Client/Server, and the Finesse API. Please help me decide which technology to use. Are there other ways of making calls I have not considered?   Outbound: It seems that the outbound mechanism works for what it's intended for. It has no ability to interact with agent reservation and is generally not very customizable. Can easily make an out call with an IVR, then to an agent. CTIOS: An end-of-life api that requires .net code. Powerful yet detailed options since it is all customized per project. Finesse: A growing API for agent information. Has a mix of simple code for common agent tasks, but does it have the depth to make a call at the level I need? It sounds like I'm leaning towards Finesse, but is it able to do things like make a new call and connect it to an IVR? I don't have much practical experience with either of these technologies.   UCCE 11.6 system ... View more

I have a UCCE 11.6 lab system where I'd like to find the low-level real-time data on queued calls.   I'm not sure if I'm looking for an API or a Database. Do you know which Cisco doc talks about this?   I had heard that there's an Informix database I can connect to to get this data. I know there are Reports for this info but I need something accessible programmatically. I port scanned for an open DB connection but didn't find anything. I'm not even sure which machine this DB would be hosted on: AWHDS, PG, CVP, etc.   So can you help me find how to get queued-call information this way? ... View more