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Integration Via Communication Server

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

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Integration Scenarios for a Communication System

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)

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Integrations: Buy or Develop?

This time we will analyze whether it is better to buy or develop integrations. Many communication systems already provide integration with software and it is not always reasonable to develop it. On the other side, if a solution is not compatible with your requirements, then it is better to consider developing.

These integrations can be realized via built-in modules, third-party services, or middleware applications.

If the requirements above are met (Determining Integration Requirements), there is no reason to develop integrations from scratch.

To find out more about the available PBX or UC solutions, consult the website or marketplace of the application with which you want to integrate.

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Determining Integration Requirements

Previously (Integration blog article), we have discussed possible integration scenarios. This time, I will introduce integration requirements and the technologies, methodologies that allow for the integration of a communication solution with external applications, achieving the partial or full automation of many processes.

Integrating the communications solution creates many advantages. Integration is a way to satisfy users and customers, but it also allows the company to maintain lean communications. Automating operations using integration is the key to reducing waste, as it allows users to achieve more with fewer resources.

It is important to understand that different solutions support completely different features. Thus, each solution can achieve completely different levels of integration.

The typical integration with a PBX involves adding click-to-call to facilitate call generation, sharing phonebook contacts from your application with the PBX, and opening call pop-ups during incoming and outgoing calls. These integrations are known as CTI (Computer Telephony Integration).

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WebRTC as a reliable standard for Real-Time Communication Technologies

Let’s have a closer look at WebRTC and how it can impact on implementation of real-time communication platform.

WebRTC is a free, open project that provides browsers and mobile applications with Real-Time Communications (RTC) capabilities via simple APIs.

WebRTC also represents the latest evolution in the world of real-time communication. WebRTC reuses many of the protocols and standards that we have analyzed in the previous articles (Media transfer in Unified Communications – SDP Protocol, RTP, RTCP and Jitter Buffer) to create real-time communications between different devices. Other standards, such as TURN / ICE / STUN, have been also used by WebRTC. We will discuss these standards later in this article.

The complexity of using these standards is hidden behind a simple set of Javascript APIs, which are immediately available to developers via browsers.

WebRTC brings to life the best of standardized Real Time Communication Technologies, and, in most scenarios, allows real peer-to-peer communications between endpoints.

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