Java SDK CTI Controls for Cisco

Integration between Cisco Contact Center or CUCM and your CRM

Fed up with Finesse and JTAPI? Our Java SDK will drastically increase your development speed. Use modern libraries such as Javascript, React or JMA(Java Messaging Services). Embed these controls within your CRM solution in order to obtain a fully functional agent state and call control CTI toolbar on the same interface. This third-party CTI integration requires no installation on the agent desktop and uses Cisco Finesse only on the server-side.

What sets the Expertflow solution apart from other CRM connectors is that we also provide controls for chat and digital channels. Secondly, agents can receive phone calls directly through a WebRTC webphone embedded in your CRM, without requiring a physically installed softphone or hardphone.

Cisco Unified Contact Center Express (UCCX), Enterprise (UCCE or PCCE), Communication Manager
Javascript CTI toolbar to Cisco UCCX/ UCCE/ PCCE or CUCM

Customer information screen-pop

Any information in UCCE such as ANI, DNIS, and ECC variables can be used to pop up a customer profile. The example to the right shows this toolbar within Microsoft Dynamics CRM

1. Screen pop with incoming call.

2. Show multiple customers mapping a callerID or variable set from ICM.

3. Show customer details information if callerID or variable.

Contact Center Architecure

The CTI Toolbar Java library in the browser of the callcenter agents accesses our generic connector on the server, which communicates with the Cisco Finesse Server. If you have Mediarouting enabled (for example for chat or email), it also connects to the Socialminer UQ API of UCCE/ PCCE or to the UCCX Mediarouring engine to handle non-voice requests.

Javascript CTI toolbar to Cisco UCCX/ UCCE/ PCCE or CUCM
Customer information screen-pop

Business Telephony Architecture

The CTI connectors are also available to Business Telephony (BT) users, for example on CUCM (Cisco Unified Communications Manager). Cisco discontinued direct support for Salesforce and Microsoft Dynamics on Aug 2011. The difference between BT users and CC agents is that agents also have agent state controls (login, logout, ready, not ready). Technically, BT users control their phoneset via JTAPI and CC users via Finesse.

CTI Call controls

Controls/buttons on the toolbar change based on the current state of the agent/call and on the telephony event fired from the contact center. The agent can perform the following actions,

  • Accept an incoming call
  • Hold/Resume/Release call
  • Consultative or blind call transfer
  • Conference call.
  • Call wrap-up

* blind transfer in case of CCX only supported in 11.6 or higher.

Agent State Controls

The CTI toolbar within ServiceNow also allows the agents to manage their states. The following state controls are supported,

  • Login
  • Logout
  • Logout with reason code
  • Ready, Not Ready, Not Ready with reason code

Email & Chat/ Supervisor Features

Handle non-voice channels (chat, email, etc.) from within the CRM interface via CTI Toolbar by leveraging Expertflow Hybrid Chat.

The CTI connector has a suite of features designed specifically for supervisors.

Ports 61616, 8161, 5222, 5223, 7071, 7443, 8080, 80, 443, 8443, 123, 53 need to be open between the agent session and the Generic connector server.

Hardware Requirements

Upto 50 agents51-400 agents
Server Cores2 Cores4 Cores
Hard Disk10 GB20 GB

Software Requirements

Operating SystemWindows Server 2012 R2 64-bit or above