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akarev 04-08-2010 04:41 AM

CCE and Voice Portal Integration
 
Hello, I am have a question about integration CCE and Voice Portal. How I can send data from voice portal to CCE. And how send call from voice portal script to cce, only transfer? or VP have special block to send call to CCE?
Thank!

vdeo 04-12-2010 06:11 AM

In CCE 4.x, Voice Portal integration was introduced using Virtual Agents, these agents log into Voice Portal H.323 stations and monitor them for events. When a call is received by one of these agents then a Work Item is created on CCE, it is then possible by using the UCID of the call to invoke Web Services from Voice Portal and either get or set information in the AssociatedData table of the ASMSDataXX database, when the call is finally delivered to a real agent, this information can be retrieved by the use of a Custom plug-in.

If you just need to send a CustomerID for screen popping, then you could do this by populating UUI in your Dialog Designer application before transferring the call to CCE. The Desktop Rules plug-in could be used to pass the UUI to another application for screen-popping.

Regarding sending a call to CCE from Voice Portal Script to CCE we recommend a blind transfer as it would free up the channels for the next incoming calls.

Please refer CCE Virtual agent guide.pdf for more information.

cartw7 06-17-2017 08:18 PM

Hi, Akarev. A friend of mine used a CTI for integration called Tenfold. They've been using it for a year now, and works just fine. Bonus is that it offers productivity features.


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