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AVAYA CTI Integration
Posted: 26 Jan 07 11:55 AM
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fiogf49gjkf0d I've been seeking for a document related with Avaya PBX and SalesLogix CTI integration. Does anyone have any DTI documentation?
Thanks in advance
Regards |
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Re: AVAYA CTI Integration
Posted: 26 Jan 07 12:10 PM
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fiogf49gjkf0d SalesLogix is "TAPI"..
so if you have a "TAPI" driver from the vendor you can configure dial-out very easily.
I assume you do mean on the LAN.. right?
In-Bound is not (so) easy.. go get a package from QGATE.. or from Chris Trabing at http://www.zeron.biz
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rjl |
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Re: AVAYA CTI Integration
Posted: 27 Jan 07 4:02 AM
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fiogf49gjkf0d We use Avaya's Network Alchemy - but the IPOffice product is same - just uses a different provider.
Your best bast is visit http://www.qgate.co.uk - and purchase IntelliCTI. It's what we use - and it works very well ! |
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Re: AVAYA CTI Integration
Posted: 05 Feb 07 11:02 AM
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fiogf49gjkf0d I absolutely agree. We are using IntelliCTI with a DeTeWe phone system and we are 100% satifiied.
Regards,
Thomas |
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Re: AVAYA CTI Integration
Posted: 27 Jul 07 3:59 AM
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If you really want to integrate SLX with Avaya i need a few pieces of information.
Are you wanting to integrate Avaya CTI with SLX
Do you intend to also integrate with the IVR
Which version of SLX Do you plan to utilize
Avaya ships with some sample applications that you can ask your local Avaya Office
We have done a custom Avaya Integration with Sage CRM here due to cost factors for the Customer in India to buy licenses of QGate to each of their Call Centre agents. Its not too difficult with SalesLogix should you use SLXv7.
Cheers
Kannan |
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Re: AVAYA CTI Integration
Posted: 28 Jul 07 4:26 AM
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Outbound is easy - just instal the TAPI driver which is on the Avaya user disk and configure - can be used for all applications which support phone dialler including SLX
Inbound is more difficult and you can either use a third party package or develop your own, but you need to be careful what you wish to pop as the number could appear many times in any number of tables
If you develop your own application you will need the Avaya Dev licence
Third party packages will give you more than just popping
If you are also routing the incoming call based on the database query you could slow down call handling times
This is the link to Avaya's site for the TAPI Link Developer's Guide
http://support.avaya.com/japple/css/japple?PAGE=ProductArea&temp.productID=129487&temp.releaseID=306419&temp.bucketID=159900
If you need any help with licences contact your Avaya Business Partner - if you do not have one contact me
You will need to make sure you pick the right version for your system firmware V4.0 is the latest
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Re: AVAYA CTI Integration
Posted: 30 Jul 07 2:15 AM
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Depending upon the level of integration and sophistication you are looking for, the above comments are perhaps valid - however...
We at QGate have built intelli-CTi with integration into SalesLogix to contain some rather sophisticated features and furthermore overcome some painful and interesting technology challenges (e.g. true multi-tasking, modeless pop-up windows, pop-up removals for lost calls [stopping screen clutter], dial from anywhere capability, in-call note taking [call notepad] etc) all within SalesLogix.
Furthermore to achieve affective inbound caller recognition, you will need to consider number management and formatting etc, as inbound numbers received will not always match the content of your SalesLogix database.
In addition, QGate's intelli-CTi technology supports more than just TAPI devices, so if you are planning (now or in the future) to deploy on a none-TAPI system (e.g. Avaya Definity/8xxx etc) then this forms an important consideration.
With the plus factor that with intelli-CTi you can also deploy into multiple office location with each office running a different telephone system yet all integrating into a single Slx solution.
I hope this provides some thoughts to consider when adopting or crafting your solution.
Mark Cooper
Director of Product Engineering (QGate)
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Re: AVAYA CTI Integration
Posted: 01 Aug 07 9:43 AM
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| We are also using Intelli-CTi in conjunction with Avaya's softphone product. Works like a charm. |
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