Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: vrbros on March 02, 2010, 12:28:28 PM
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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