Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Phil Kimbly on January 01, 1970, 12:00:00 AM

Title: Cisco and Outbound
Post by: Phil Kimbly on January 01, 1970, 12:00:00 AM

Fellow Genesys professionals �[

has anyone tried to get OCS to work with Cisco?

The only problem would be detecting call result, but I think I figured a way to bypass it, me thinks.

Unlike Avaya, Nortel does not have a simple package for dial tone, busy tone, and so on detection, so Genesys came up with CPD, which would use dialogic cards to dial and get the call result.

Why can't the same thing be done with CCM? (Cisco Call Manager)
Can't a VoIP Dialogic card in combination with Genesys' CPD Server (call progress detection) be used to overcome this obstacle?

any thoughts?

Has anyone tried to do it?

Thanks,
Phil

Title: Cisco and Outbound
Post by: LotusdeBleu on January 01, 1970, 12:00:00 AM

Frankly talking, I never used Cisco with OCS. However, I can
propose you an alternative way to integrate your Cisco with OCS.

Here we go:

Using OpenH343 libraries (please see http://www.openh323.org for
more detail), you can develop an intermediate gateway application
(i.e. server) between the Cisco and OCS, which instructs Cisco to
perform outgoing (outbound) calls and return the results of these
calls (events) to OCS (through TServer).

Please do not hesitate to contact me for further information. I
will be glad to help you in your project.

Cheers,

- David

Title: Cisco and Outbound
Post by: DR00PY on January 01, 1970, 12:00:00 AM

Could you please clarify what exactly this gateway would work?

Especially, I am curious about what would the benefit of having this gateway as opposed to having Genesys do the same thing?

Title: Cisco and Outbound
Post by: David on January 01, 1970, 12:00:00 AM

Terribly sorry for the late reply...

Coming to your question... Since you have the source
code and control of the whole operation, you don't
need to buy another product from Genesys to integrate
your Cisco with G.Framework. Well, you may directly
contact me through my regular email address for more
detailed info and help. Your question are very welcome.

Regards, David.

Title: Cisco and Outbound
Post by: Vic on January 01, 1970, 12:00:00 AM

Interesting concept.

Few things I thought of while reading it:

I have not read anywhere that Genesys OCS supported CCM
what would happen to CTI events? As far as I know, VoIP Dialogic does not have any SKINNYcompatible cards, thus CCM would not see any of the events generated by card going offhook/onhook, transfer, etc... (I am not sure as to what extent CPD server substitutes for the messaging part of the card operation.)
unless you figure a way to get AMdetection, why not let gateway detect if the call is connected or not? But then, who would generate the call, right?

You know, I was curious what would happen if I develop a simple application which would intercept RequestMakePredictiveCall from TServer to CCM and force a 7940 phone (or Cisco IP phone application) to dial using JTAPI?!

JTAPI would be able to give me a call result, and based on that result, I could return the necessary message to TServer...

A fake HEVPlike application for CCM?
As long as Genesys gets its messages in the right order, it should work...

What do you think? Too bizzare?