CTI integration

[anouar]

Hi
I want to integrate cisco IVR with SM7 to open the GUI interface and populate some fields automaticly. what is the best solutions to do this with minimum performane impact and where can i find a document that describe and help me to do this integration. thanks

[benvargas]

Despite what the SM7 Help Server states, TAPI is not the HP recommended method for CTI. In fact, SM7 does not support TAPI (dropped in an earlier 6.x release). The recommended method is to use DDE calls pass information and cause "screen pops" within SM7 - if your desktop telephony application supports DDE then you can probably do the integration directly, otherwise you may have to design your own executable that is called and subsequently issues the appropriate DDE commands.

[tommy]

I don't know if Cisco has change since but about 3-4 years ago a place I worked for used Cisco call system and SC 5.1. They had to build their own little application as the middle layer between Cisco and SC.

[jstagaman]

Note that in 7.00 and 7.01 CTI integration with the web client is broken. The current workaround is for Service Desk users to use the windows client. (Per the release notes)

[benvargas]

Thanks for adding that John!

[Artur]

I have heard that DDE will be dropped in the future versions of Windows...
I am not sure if it is true.

Artur

[MrTriple]

Note that in 7.00 and 7.01 CTI integration with the web client is broken. The current workaround is for Service Desk users to use the windows client. (Per the release notes)

How broken is it? I did notice a web client fix for SC6, but that doesn't fix SM7.00 and SM7.01 do you know?

We are currently having our Genesis CTI adaptor rewritten by a third-party vendor to interface with SM7 using the DDE call. It would be unfortunate to rewrite that adaptor and still have the web client not work with CTI.

I'll make an HP ticket on this for more information as well. Thanks for the help!