Is skype integration is possible with Customer Care Accelerator?

Dec 29, 2011 at 6:10 AM

Hello All,

I have a requirement, want to integrate Skype with Customer Care Accelerator.

is this possible to integrate skype with CCA dialer tab.

Thanks & regards,
Naresh Kitey

Jan 3, 2012 at 10:19 PM

You should be able to build a CTI adapter for Skype’s API or use the automation system in CCA to automate the Skype client itself,

Iv not done this yet myself though its on my “to-do” list for examples.

Mattb-msft

Jan 13, 2012 at 9:00 AM

Hi Matt,

We are trying to modify the CCA code to integrate it with Skype. So, CCA would typically be using the Skype calling as the CTI. There are three basic questions -

1) Would we require to rewrite the entire CTI related code of CCA for integrating it with the Skype or we can use most of what comes with the CCA download?

2) Can the softphone emulator be replaced altogether with Skype without losing (rather extending) all the CTI related functionality of CCA?

3)We have been able to consume the SKYPE4COMLib for .NET API inside CCA and any call coming to the Skype is opening up the calling customer's record but all this is just at the cost of OOB CTI functionality present in the CCA? How to do it in the best possible way.

Please instruct.

Best Regards, Akhilesh

Jan 24, 2012 at 2:00 PM

The UII CTI subsystem is an adapter based system.
Read though this post to get an overview of how it works.

http://blogs.msdn.com/b/mbarbour/archive/2010/05/27/understanding-and-using-cti-in-uii-cca.aspx

The shipped TAPI adapter is a sample adapter, and is intended to be replaced. For Skype, is most likely going to be an eventing model, similar to the TAPI adapter.

Also if you pull down the solution starters from here

https://skydrive.live.com/?cid=5a34cce9728c8f4f&id=5A34CCE9728C8F4F%21196

You will find a solution that lays out the code for a custom CTI adapter

mattb-msft