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TELISCA
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Cisco Unified CommunicationsManagerCTI integration solutionTelisca Desktop Popup
sales@telisca.com Tél : +33(0)9 53 77 21 57www.telisca.com
 
 
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Desktop Popup overview
1.1
 
Architecture
Desktop Popup is a Popup solution (caller information popup) on PC, interfaced Cisco UnifiedCommunications Manager. It makes it possible to search a customer contact, on incomingcall, based on the calling number, in a Web based or thick client CRM or custom application.The solution is based on telisca CTI Server used. This CTI Server is connected to the CTICisco Manager via JTAPI interface. It exploits the possibilities of a
‘
super provider
’ 
login todynamically monitor the IP Phones on which Desktop Popup is running. The administration isthus simplified.Desktop Popup also makes it possible to dial and hang up from the IP Phone monitored byDesktop Popup. This is useful in case of integration with a CRM application.Desktop Popup starts automatically at the beginning of the Windows session and isconnected to CTI server by a HTTP request. This request remains on standby until a newtelephony event or a time-out. This interface is accepted by firewalls and proxies.
1.2
 
Features description
1.2.1
 
Configuration, user interface
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Desktop Popup includes a PC component. Desktop Popup appears minimize in taskbarnotification area.-
 
When first launched it set the specific user configuration in order to know which phoneto monitor. If CallManager login is synchronized with Windows login, no user action isrequired. Otherwise, the user will have to enter, the first time, his login with eventuallyhis password or PIN or the IP Phone number.
 
 
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Desktop Popup can be installed locally on PC or executed from a network driver.-
 
Desktop Popup supports fixed mode or extended mobility mode (user log on IP Phone).-
 
Desktop Popup can be also used to dial and hangup from the monitored phone. This isuseful when integrated with an application.
1.2.2
 
Web based application integration
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On ringing, answer or dialing event Desktop Popup get an event with formated callingparty number. It calls the browsed with a defined URL on which the calling partynumber have been added.-
 
Depending on configuration, Desktop Popup can directly open browser windows or ask for validation.-
 
Depending on configuration, recent calls can be listed and selected to popup on aprevious call.
1.2.3
 
UCCX compatibility
Desktop Popup can be executed side by side with UCCX (IPCC Express) Desktop. It can beusefull for direct calls not handled by UCCX thus not available on UCCX Desktop.However when an incoming call go through UCCX call flow, the call is generated from anUCCX cti port which an internal short directory number. Desktop Popup can be configured toignore this call based on phone number length. On answer, the real calling number is thentransmitted and can be used if necessary by Desktop Popup.
1.3
 
Administration and installation
Desktop Popup server configuration can be defined using a Web based interface.Desktop Popup is deployed or executed from a LAN drive with a specific configuration filethat contains at least server address.Destkop Popup installation is provided in a standard MSI package that may be executedsilently.
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