Avaya Related ServicesDevelopment
 

Development

Common uses for computer telephony integration (CTI) today include third party call control and routing for CTI enabled customer relationship management (CRM) systems, although current CTI interfaces allow for a much wider range of applications. Based on these facts and our experience we have extended our knowledge in development to cover

  • CTI based call centre and CRM clients including thin-client technology
  • Event based message handlers for CTI
  • Single and multisite diagnostic packages either standalone or combined with information from other interfaces (MIS and reporting data, call detail records, administrative data)
  • Proactive CTI based system health measurement
  • Call routing algorithms and enhanced call distribution
  • Instructive telephony control applications for training purposes
  • Voice over IP applications (although not provided using classic "CTI interfaces", one of the purest forms of computer telephony integration)
  • Billing and accounting applications (typically data are provided by a call detail record port, not a classic "CTI interface")

During the last year general and proprietary application programming interfaces (APIs) emerged in the market. Based on the fact, that most APIs are tightly coupled to specific programming languages, we also provide advice in the selection of the most appropriate development environment for a given application. At this point it has to be noted, that such a decision does not only rely on the relation between API and programming language, as heterogeneous environments have proven successfully as well. Examples of available APIs in relation to AVAYA products include
  • Telephony Services API (TSAPI) developed by AT&T and Novell provides a vast C/C++ library. Proprietary system features may be accessed using the TSAPI private data extension.
  • Java Telephony API (JTAPI) specified by SUN is related to the interpreted JAVA programming language thus providing a well designed object oriented environment. Proprietary system features may be accessed using the JTAPI private data extension.
  • Callvisor/PC and Callvisor/LAN are proprietary APIs specified by AVAYA allowing for host to host communication. Callvisor applications are typically developed using the C programming language.
  • In relation to the Avaya Interaction Center (AIC) Suite several new open and proprietary interfaces such as ActiveX, OLE, Corba and VTel have become available. AIC provides a CORBA based middleware framework for CRM applications. It has to be noted, that all AIC APIs reside on a higher level of abstraction than common CTI APIs.
  • AVAYA currently does not provide any form of H.323 API, open source libraries may be utilized instead.
  • Call centre relevant data may be retrieved from the AVAYA call management system (CMS) using ODBC.

Such APIs used in combination with the appropriate programming languages may lead to efficient and powerful implementations. As an option, workshops and trainings may be provided during an ongoing project or separately. Our aim is to share our expertise with our partners and customers. We believe in teams, which combine knowledge and resources to create the best solution.


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