Cisco and Outbound

Fellow Genesys professionals [

has anyone tried to get OCS to work with Cisco?

The only problem would be detecting call result, but I think I figured a way to bypass it, me thinks.

Unlike Avaya, Nortel does not have a simple package for dial tone, busy tone, and so on detection, so Genesys came up with CPD, which would use dialogic cards to dial and get the call result.

Why can’t the same thing be done with CCM? (Cisco Call Manager)

Can’t a VoIP Dialogic card in combination with Genesys’ CPD Server (call progress detection) be used to overcome this obstacle?

any thoughts?

Has anyone tried to do it?

Thanks,

Phil

Frankly talking, I never used Cisco with OCS. However, I can

propose you an alternative way to integrate your Cisco with OCS.

Here we go:

Using OpenH343 libraries (please see http://www.openh323.org for

more detail), you can develop an intermediate gateway application

(i.e. server) between the Cisco and OCS, which instructs Cisco to

perform outgoing (outbound) calls and return the results of these

calls (events) to OCS (through TServer).

Please do not hesitate to contact me for further information. I

will be glad to help you in your project.

Cheers,

• David

Could you please clarify what exactly this gateway would work?

Especially, I am curious about what would the benefit of having this gateway as opposed to having Genesys do the same thing?

Terribly sorry for the late reply…

Coming to your question… Since you have the source

code and control of the whole operation, you don’t

need to buy another product from Genesys to integrate

your Cisco with G.Framework. Well, you may directly

contact me through my regular email address for more

detailed info and help. Your question are very welcome.

Regards, David.

Interesting concept.

Few things I thought of while reading it:

I have not read anywhere that Genesys OCS supported CCM

what would happen to CTI events? As far as I know, VoIP Dialogic does not have any SKINNYcompatible cards, thus CCM would not see any of the events generated by card going offhook/onhook, transfer, etc… (I am not sure as to what extent CPD server substitutes for the messaging part of the card operation.)

unless you figure a way to get AMdetection, why not let gateway detect if the call is connected or not? But then, who would generate the call, right?

You know, I was curious what would happen if I develop a simple application which would intercept RequestMakePredictiveCall from TServer to CCM and force a 7940 phone (or Cisco IP phone application) to dial using JTAPI?!

JTAPI would be able to give me a call result, and based on that result, I could return the necessary message to TServer…

A fake HEVPlike application for CCM?

As long as Genesys gets its messages in the right order, it should work…

What do you think? Too bizzare?