Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: SisB on December 07, 2009, 11:54:29 PM

Title: Initiating call from Web Page
Post by: SisB on December 07, 2009, 11:54:29 PM

Hi,

I am thinking to adding another contact option for our customers through support website.
The main idea is to give the customer ability to dial in the contact center right from the web page.

E.g.

1. Customer reaches a specific support web page, where along with contact options like 'Chat', 'Let us call you' a new contact option will be given ('Call').

2. When customer clicks on it, a Flash or Java based Softphone (with SIP + codec etc  + Genesys TLib handling ability), initiates and Generates a call after connecting to SIP server, right from the page. Planning to integrate Asterisk here as well.

3. As our main voice infrastructure is on Avaya, call is external routed to appropriate Avaya VDN.

Is it something like anyone is already using; or do you see any value? Please comment with your thinking.

Thanks

Title: Re: Initiating call from Web Page
Post by: cavagnaro on December 08, 2009, 12:07:04 AM

Have done that using H323. Using SIP would implicate to publish your SIP Server on the Internet and just do a call to a number on it and then it will route it to something on your AVAYA or whatever PBX.

Title: Re: Initiating call from Web Page
Post by: Genesys CTI Forum Administration Team on December 09, 2009, 06:41:42 AM

Well, I think we are talking about Flash-based phones here. CTI should not be really loaded into a page, but should be hidden somewhere behind. What you need is just a Flash-based voice-chat program that connects to your Genesys SIP or Asterisks server and then connect that to you CTI.

Title: Re: Initiating call from Web Page
Post by: René on December 09, 2009, 08:58:00 AM

Hi,

Check this website - http://www.zenontel.com

R.

Title: Re: Initiating call from Web Page
Post by: René on December 10, 2009, 10:00:24 AM

Hi SisB,

Just an idea for you that might save you some time and money ;) - you don't need CTI integration to pass some data with the call. It's possible to add collected data to SIP INVITE header and retrieve these using SIP Server's feature called "Mapping SIP Headers (From SIP Messages to T-Library Messages)".

R.