Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Tim on June 02, 2008, 12:23:26 AM
-
Would some body please guide to recommend the Document that best talks about CTI on the genesys tech support manuals.
I am wondering this CTI link is nothing but setting a configuration in the Tserver or more than that. I tried google but did not satisfy me. I am trying to better understand the exact role of this and configuration.
Please help !
-
Hi, Tim,
what PBX are you using? Do you need help with setting your PBX link or Genesys settings for it?
-
I believe he means the concept of CTI.
Basically what a CTI does is to merge the telephony world (PSTN/PBX/extensions) and the Computer world (CRM/DB) for a better support and efficient way to attend customers.
How? Well easy and not easy. A CTI will be interconnected somehow to your PBX, a TCP IP link for example as almost every PBX now does. In this way CTI can get ANI, DNIS, Number of calls on an object, etc etc, information that usually is only known by the PBX. With this info on the simplest schema when a call arrives to an agent of a Call Center will not only arrive the call on his phoneset, but also on his PC as you have a CTI agent client which also monitors the agent extension and knows what is going on there, with the call now arrived for example the ANI (Automatic Number Identification) of the customer, so you now can launch something like:
execute(iexplore,"http://intranet/customer.asp?phone="&vANI)
A simple exaple of course, and this will allow the agent to get the data while the phone set is ringing and when he finally picks up he will have the customer data on his face.
Of course the ANI is very basic, you can use an IVR and request for a customer code and a password for example, validate it and then use that customer code as query string.
The CTI agent client is what we call a SoftPhone, which will know what happens on agent extension but can also control it sending commands to answer (pick up), hangup, dial, change agent status, etc etc.
This a very basic idea, hope helps somehow
-
If you are only talking about the CTI link then it is the way your PBX will connect to Genesys using TCP/IP protocol. On your PBX you will have to configure a license maybe to activate it and on Genesys side on TServer configure the IP address of the PBX and the TCP port the PBX uses to send the data. Many of these links are on CSTA II basis. Of course not all PBX offer this but it is hard to find a decent PBX who doesn't this days.
-
...errr... are my Rough Guides not helping....?
http://www.sggu.com/smf/index.php/topic,2532.0.html
Try Guides 001 and 004 - they should help you...
Tony
-
Thank you all esp to Cavagnaro !! Appreciated.
-
Yes Tony, but only if you know what a PBX and all techy stuff. I remember my firts days on Genesys environment I was as lost as a priest on a disco. (however this days you don't know...)
It is hard to find a place for beginners with zero knowledge of PBX and that stuff...