In this blog article we will examine which tools are available for monitoring and analyzing the communication history of the system.
The UC system typically provides one or more of the following resources:
- CDR (Call Data Record) – information about calls
- Call Groups / Queue Logs – or other specific logs
- Syslog – information about the system
- Chat / geolocation logs
This information can be used by our application and integrated with the UC server to perform a specific monitoring and analysis or show reports.
It is important to troubleshoot any technical issues that might arise.
In the previous blog article (TAPI Windows and Web APIs Integrations) we investigated the definition of TAPI and Web API. This time we will discover which Unified Communication capabilities can be integrated using these technologies.
Even before a user answers the customer’s call, the UC system can automate the processing of the call itself.
It can, for example, determine who should answer the call, the level of service agreed, and even the preferred language. This is done by integrating with our application before the call is delivered to a user.
The integration can be achieved either via TAPI routing points or by using web requests to an external service.
In the case of TAPI routing points, our application receives a notification that there is a call waiting and information about it. After performing all relevant operations, the application can reply by requesting that the call be transferred to a specific operator or to voicemail.
TAPI (Telephony Application Programming Interface) allows out-of-the-box integrations with many applications (such as Microsoft Outlook) and call center software (such as VoxTron).
TAPI is an abstraction layer that can interact both in ICC mode (controlling, in this case, only one device) or ICS mode (controlling many devices at once). The number of advantages provided by ICS mode justifies the selection of a PBX that supports it.
The huge advantage for software houses that are considering using TAPI is that, once the integration is completed, it can be used with numerous PBXs already on the market.
TAPI’s most basic feature, which is also supported by most PBXs, is dial. More advanced features include call answering and disconnecting a call.
Using a centralized approach of integration via communication server ICS (Third-party Call Control) solves all the previously described issues (Integration Scenarios for a Communication System). In this scenario, our communication server tracks all the events, which is the most professional approach. It can work for both hosted and local deployments of the communication system.
URL / Application Pop-ups (ICC / ICS)
The simplest integration mode is to open a web service (like CRM) or an application and pass relevant parameters to it.
For example: https://www.somecrm.com/customer.php?number=123123123&direction=outgoing
There are two integration scenarios that can be used for the implementation of your integration. The first is by connecting to the solution’s server (the server is the call router and IM manager). The second is by connecting to the client (the endpoint where the user interacts with the system).
We’ll investigate these integration scenarios in more detail in the next blog articles. Let’s start by discussing what parameters can be integrated.
What parameters can be integrated?
The following are the typical parameters that can be passed between the UC server and the application:
Events (sent by the UC server to the application)