Scenario - bxp Integration with a Phone System
From All n One's bxp software Wixi
It is possible to integrate bxp software (bxp) with a phone system or unified communications platform.
1 Why integrate with bxp ?
If decreasing Average Handling Time (AHT) is a concern, pop ups / automated look ups can drastically reduce the amount of time spent at the start of the call trying to identify the customers record. If an Interactive Voice Response (IVR) is used, a guaranteed record lookup for the right customer can be found instantly, which can reduce AHT by up to 60 seconds.
Customer experience can be greatly enhanced. An agent can answer the call as "Good afternoon Mr Lacey. My name is Philip. How can I help you with your Product X account today?" as opposed to the usual "Good afternoon. My name is Philip. Can I get your customer number please?"
2 Elements
Regardless of platform there are a number of common components to this type of solution.
- A customer (green person icon) attempts to get in touch with the company, usually via phone or email.
- A communications platform, usually a phone system, accepts the call
- The communications platform, based on rules, routes the call to an agents desktop
- On that desktop is client software listening out for a contact
- When a contact arrives the client software responds and can perform a number of actions.
- In this example it has an inbuilt web browser, in which it can show a web page. Our bxp page. Other versions just open a browser such as Internet Explorer, or the computer's default browser.
3 Opening bxp
When bxp is opened the system usually goes to a main login page such as
https://ww3.allnone.ie/client/client_demo/main/login.asp
bxp has an Application Programming Interface (API), which allows more automated options.
Through CTI there is an option to:
- Log the user in
- Go into the Inbound Contact module
- Open a campaign
- Provide a field to search on
- Supply a value to lookup on
- If an exact match is found display this record to the user
This entire process happens in less than a second.
The instructions for this setup are covered off in our BEAPI document BEAPI
It is achieved through using a URL such as:
Breaking this down
- https://ww3.allnone.ie/client/client_demo/cti/userCTI_GenericEntry.asp is the API page
- system is the function to perform, in this case "datalogging" is inbound contact logging
- user_id is the user to log in as
- user_key is the second level identifier for the users account
- campaign_code is a unique identifier for the line / campaign the user called about
- paramaterA, parameterB and so on all the client software to pass extra information
Different client software have this ability to "pop a URL on call arrival"
4 Client Software
Your communications platform will usually come with client software.
If it doesn't here are some commonly used alternatives:
- Cisco Unified Communications Platform
- Avaya Genesys Agent Desktop (GAD)
- Zoiper has a free and a paid business version. The functionality is not in the free version but is in the business paid version.
- iSymphony
- ASTassistant
- 3CX client has limited options
Just for noting:
- X-Lite doesn’t have incoming configuration capability.
- Bria 3 also from CounterPath does have “click to dial” but not incoming pop ups.
