Hi,
In Astea Alliance there is a call button next to the customer contact number. When pressed error message comes with CTI is Unavailble.
Is it possible to call with Astea Alliance or to connect it with a voip centrale for example avaya?.
If so which are supported.
thanks in advance,
Best answer by Jacques Cormier
Hi,
Yes Alliance can interface with various telephony systems, and there are various screens within Alliance that have screens or functions already enabled for CTI. I copy here a snippit from our documentation about integration:
“Astea also implement CTI to various PBXs. These types of integrations are client side, where a 3rd party call center agent application, that is connected to the PBX is invoking a pop up window in the Astea Browser to automatically populate and display data that comes partially from the IVR and partially from the Astea database. As PBX widely differ and organizations’ requirements vary, CTI integrations are often custom.”
You can access this documentation through Help (3 dots vertical menu in upper right or screen) and select User Guides, then select section 13 which is about 3rd party integrations.
+24Hi Bjorn,
I don’t know if this would help but there was a previous question/topic on CTI which you might look at:
Alliance and CTI | IFS Community
I do know there is a license change needed and probably different customizations needed for different PBX’s based on the above topic.
+10Hi,
Yes Alliance can interface with various telephony systems, and there are various screens within Alliance that have screens or functions already enabled for CTI. I copy here a snippit from our documentation about integration:
“Astea also implement CTI to various PBXs. These types of integrations are client side, where a 3rd party call center agent application, that is connected to the PBX is invoking a pop up window in the Astea Browser to automatically populate and display data that comes partially from the IVR and partially from the Astea database. As PBX widely differ and organizations’ requirements vary, CTI integrations are often custom.”
You can access this documentation through Help (3 dots vertical menu in upper right or screen) and select User Guides, then select section 13 which is about 3rd party integrations.
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