How to integrated CTI Dialer in CCA R2.?

Jun 1, 2011 at 7:24 AM
Edited Jun 1, 2011 at 7:53 AM

HI.,

I Want to connect CTI Dialer in agent desktop application. The Documentation is not clear  for CTI Framework.

Second, In Agent desktop Dial is not implemented in the demo version..? How to use dial in agent desktop..?

any suggestion to solve this issues..?

 

lings

Jun 3, 2011 at 1:52 PM

CTI is a somewhat complex subject..

There are two fundamental ways to approach it..

#1) Simplest , but less flexible, is to host the CTI application or tool bar provided by the CTI vendor in CCA.

#2) More Complex, but highly flexible and reusable, is to create a Native CTI adapter for your shell.

If you decided to go down the Native path..

Pull down the solution starters from my blog here: http://blogs.msdn.com/b/mbarbour/archive/2011/05/04/customer-care-accelerator-for-microsoft-crm-2011-released.aspx ( at the bottom ),   and install them you will find a Project type called CTI Starter. That will lay out the boiler plate projects that you need to create a CTI adapter.  There is a good deal of commentary in the code as to what’s going on where

I also have a blog post here that covers the basics :
http://blogs.msdn.com/b/mbarbour/archive/2010/05/27/understanding-and-using-cti-in-uii-cca.aspx

And here : http://blogs.msdn.com/b/ypitsch/archive/2009/12/30/developing-a-cti-adapter-with-the-ccf-2009-sp1-qfe.aspx

Read that though which will give you an overall view of what you’re doing with the adapter

Mattb-msft

Jun 15, 2011 at 6:50 PM

How usually is the effort between option 1 and option 2. For example, take one CTI vendor like Mitel, option 1 should 1 week 1 person and option 2 should be 4 weeks 1 person, is around this?

Thanks so much Mattb

Jun 16, 2011 at 10:29 PM

I’m sorry, I don’t know what the API for MiTel looks like so It would be hard to estimate.
You also need to account for what features are you planning to use from the MiTel API.

Mattb.