Genesys CTI User Forum > Genesys-related Development
Platform SDK implementation
luchosrock:
Hi all, i never used a Genesys solution before, so i'll try to be as more specific as i can.
Here's my issue:
The call center i'm workin' with made an [i]aggresive[/i] upgrade from Genesys 5.1 to 8.1, so i have to develop a toolbar/softphone solution migration (almost from scratch) and integrate it with a Web Based CRM system.
In 5.1 the integration was made this way (in VB6):
- A toolbar with the basic voice instructions (dial, answer, login, ready, not ready, transfer) make calls to generic functions that are present in a dll and communicate with the CRM through a WebBrowser embedded.
- The [i]generic[/i] functions makes the genesys calls and interacts with Genesys CTI.
My questions are:
1. Before I develop, i would like to know if this is really a good practice, or should i just make use of the platform SDK directly?
2. For now, this should be a voice solution only, but in the future, there should be a Live Chat and Video Support. Can this be done with .Net and Platform SDK?
Thanks in advance.
L.
cavagnaro:
1. Yes, you can use Platform SDK (from scratch using the samples) is the better approach
2. Yes, all medias are supported, you need just the right SDK (components) to support those functionalities.
luchosrock:
Can I make the toolbar/softphone stuff independent of the CTI i use? I mean by example, the toolbar development having a Generic DIAL buttons that triggers a DIAL_GENESYS event. Is this kind of programming recommended?
cavagnaro:
CTI is Genesys in this case. If you have another CTI like Avaya you need their SDK...Cisco with Cisco SDK...etc.
Maybe there is a lower interphase (CSTA) but is harder and complicated to do so
luchosrock:
Maybe this image will help you: It's the current implementation of Genesys 5.1. According on what i've been told, the whole point of Generic and Abstract is to make the softphone desktop App CTI-independent (i could use any CTI just changing the Abstract source).
[img]http://img845.imageshack.us/img845/4554/dibujofpw.jpg[/img]
Hope it helps.
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