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Scenario - bxp Integration with a Phone System

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== Overview ==

N.B. All of the work here relates to the bxp api [[Bxp_API]]

== Why integrate with bxp ? ==

== Elements ==

Usually outbound campaigns present calls to the agents desktop as if they were an inbound call. i.e. the Phone System makes the call and then sends the screen pop to the agent. This is why inbound and outbound configurations are not very dissimilar.

= = Opening bxp ==

Why not try a demo for yourself. Your IP will need to be approved though! [[Bxp_API_-_Pop_a_URL]]

 

 

= Go live checklist =

 

 

In bxp:

* Is there a form?

* Is the data loaded into the form?

* Are the users created?

* Have the users been locked down to specific IP addresses?

* Do the users have module permissions?

* Do the users have content permissions?

* Has the form been made public?

* Can a sample URL be constructed manually and does it work?

 

 

Generically in a dialler:

* Has a campaign been created?

* Have the numbers been loaded?

* Has the sample URL been customised to work with the desktop client software?

* Have users been created?

* Are the users allocated to the campaign?

* Is the user's desktop configured to receive the call?

* Is the user's desktop phone software configured to pop the URL?

* Can you perform an end to end test?

** Start the dialler

** Call arrives at a desktop

** The desktop pops the URL and the script is presented

 

 

At this point you should be able to see how the dialler configures the numbers / details.

 

 

Finally in bxp

* -- sample url captured from the test --

* Has the form had its external field set to whatever the dialler presents as?

* Are the phone numbers dialled presenting as loaded? (e.g. country codes added or leading 0s added / stripped)

 

== Client Software ==

If it doesn't here are some commonly used alternatives:

* {|! Free Client! Paid Client! Primary Phone System! Link! Config! Notes|-| None| Integrated| Cisco Unified Communications Platform* Avaya | | | Notes|-| None| Genesys Agent Desktop (GAD)* | Avaya| | | Notes|-| Xlite| Bria| Asterix| | | Notes|-| Zoiper| Zoiper has a free and a paid business version. The functionality is not in the free version but is in the business paid version.Biz| Asterix| | | Notes|-* | iSymphonyClient* | None| iSymphony||| Notes|-| ASTassistant* | None| FreePBX||| Notes|- | 3CX client has limited options| None| 3CX||| Notes|-| | Aeonix Client| Aeonix||| Notes|- | None| EaziPopper| Numerous| | | Notes|}

Just for notingFor your information:

* X-Lite doesn’t have incoming pop a url configuration capability.but Bria does* Zoiper doesn’t have incoming pop a url configuration capability but Zoiper Biz does

* Bria 3 also from CounterPath does have “click to dial” but not incoming pop ups.

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Philip Lacey

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