Genesys CTI integration with Oracle CRM

[vrbros]

Hi,

I have a customer with Genesys CTI integrated with WVR (IBM IVR) and AVAYA ACD (for agent side). We also have a customized agent interface for the CTI data popup on the agent screen.

Now, the customer has come up with a requirement to integrate the CTI popup with its Oracle CRM. In such that all the Agent functionality buttons, like ready/ not ready, Answer, Disconnect, Hold, Transfer, etc should be present on the CRM screen itself.

Here is complete requirement:

-Agent to have single signon. (one username logs him to Oracle CRM as well as Genesys CTI)
-When a call lands on his desktop, oracle CRM should populate the data automatically
-Perform all telephony activities (hold, transfer, conference, etc) from the Oracle CRM itself
-single button logout


While I understand all things about platform SDK, I require your help in path for any such possible integration. There is no GPlus adapter available from Genesys for Oracle CRM.

Please help.

CHEERS!!

Ritesh Khanna