General Information for Integration

You are here:
Estimated reading time: 2 min

Tegsoft uses industry-standard technologies and infrastructures to develop software for integrations, so it supports software development in many languages such as .Net, java, php, Delphi, and C. For this reason, both on the website and in the shared materials, it is explained how it can perform desired functions rather than explanation based on a programming language. In general, Tegsoft PBX and call center integrations with software products such as CRM / ERP / E-Commerce are provided to meet the following needs.

  • Display of the call received by Tegsoft infrastructure on the agent screen using software facilities (Screen-popup)
  • Defining the customer informations to Tegsoft infrastructure
    1. Getting customer calls with different scenarios using criteria such as recognized/unrecognized, customer in group or not,
    2. Record customer call history with a unique number and be accessible with software,
    3. Displaying customer information on the agent screen
    4. Display of customer information waiting in queue(skill)
    5. Following calls in the status panel by name
    6. Starting the call in click-to-call format using Tegsoft infrastructure from the software infrastructure
  • Starting a batch calls using Tegsoft infrastructure from the software infrastructure

Tegsoft API infrastructures should be used in order to get the basic requirements mentioned above.

Screen popup

Integration with web-based products and the general working principles of the integration are explained in detail in the CTI_Entegrasyonu link.

For software integrations such as EXE, Oracle Forms, Applet in the descriptions

instead of

http://crm_ip.com/parametres?telefonno={PHONE}&kuyruk={SKILL} ,

when

tcp://{LOGINADDRESS}:12002?telefonno={PHONE}&kuyruk={SKILL}

is written, then the agent sends the following information by establishing a system connection to the exe application at the address where the agent is logged.

LOGIN URL

It is triggered as soon as the agent login.

SAMPLE URL:

tcp://{LOGINADDRESS}:12002?UID={UID}&USERCODE={USERCODE}&CALLSTATUS=LOGIN

SAMPLE RESULT :

<?xml version=”1.0″ encoding=”UTF-8″?>
<!DOCTYPE properties SYSTEM “http://java.sun.com/dtd/properties.dtd“>
<properties>
<comment/>
<entry key=”USERCODE”>gokhan.aydin</entry>
<entry key=”UID”>48e846ec-5d5c-4bca-b425-bef6761ad3ac</entry>
<entry key=”CALLSTATUS”>LOGIN</entry>
</properties>

OFFERED CALL URL

It is triggered as soon as the agent’s phone rings.

SAMPLE URL:

tcp://{LOGINADDRESS}:12002?UID={UID}&USERCODE={USERCODE}&PHONE={PHONE}&CALLSTATUS=CALLOFFER

SAMPLE RESULT :

<?xml version=”1.0″ encoding=”UTF-8″?>
<!DOCTYPE properties SYSTEM “http://java.sun.com/dtd/properties.dtd“>
<properties>
<comment/>
<entry key=”USERCODE”>gokhan.aydin</entry>
<entry key=”UID”>48e846ec-5d5c-4bca-b425-bef6761ad3ac</entry>
<entry key=”PHONE”>05445302161</entry>
<entry key=”CALLSTATUS”>CALLOFFER</entry>
</properties>

ANSWERED CALL URL

It is triggered as soon as the agent answers the phone.

SAMPLE URL:

tcp://{LOGINADDRESS}:12002?UID={UID}&USERCODE={USERCODE}&PHONE={PHONE}&CALLSTATUS=ANSWERED

SAMPLE RESULT :

<?xml version=”1.0″ encoding=”UTF-8″?>
<!DOCTYPE properties SYSTEM “http://java.sun.com/dtd/properties.dtd“>
<properties>
<comment/>
<entry key=”USERCODE”>gokhan.aydin</entry>
<entry key=”UID”>48e846ec-5d5c-4bca-b425-bef6761ad3ac</entry>
<entry key=”PHONE”>05445302161</entry>
<entry key=”CALLSTATUS”>ANSWERED</entry>
</properties>

AFTER CALL URL

It is triggered as soon as the agent ends the communication.

SAMPLE URL:

tcp://{LOGINADDRESS}:12002?UID={UID}&USERCODE={USERCODE}&PHONE={PHONE}&CALLSTATUS=HANGUP

SAMPLE RESULT :

<?xml version=”1.0″ encoding=”UTF-8″?>
<!DOCTYPE properties SYSTEM “http://java.sun.com/dtd/properties.dtd“>
<properties>
<comment/>
<entry key=”USERCODE”>gokhan.aydin</entry>
<entry key=”UID”>48e846ec-5d5c-4bca-b425-bef6761ad3ac</entry>
<entry key=”PHONE”>05445302161</entry>
<entry key=”CALLSTATUS”>HANGUP</entry>
</properties>

Customer information integration

To add customer information to Tegsoft infrastructure, campaign integration function is used.

You can access the information about web service from the link below RemoteCampaignManager_%E2%80%93_Kampanya_Otomatik_Arama_Y%C3%B6netim_Servisi

It is also useful to check the following link for web service integration.

Webservis_Entegrasyonu

Call by clicking on CRM software

The originate method from the RemotePBX web service infrastructure can be used to call extension from another extension or for outbound call. You can access general information about Tegsoft web service infrastructure from the link below.

Webservis_Entegrasyonu

You can also find the web service information you will use to call from the link below.
RemotePBX_Hizmeti_–_Uzaktan_PBX_Yönetim_Servisi

Originate call function can be used.

For example,

To call 05055104545 from extension 1721,

originate(AUTHORITY, EXTENSION, NUMBER TO CALL) originate(AUTHORITY, ‘1721’, ‘05055104545’)

can be used.

Authorization is a user information authorized to call the web service. Generally, it is explained in the section of web service.

Campaign Calls

RemoteCampaignManager_%E2%80%93_Kampanya_Otomatik_Arama_Y%C3%B6netim_Servisi

Was this article helpful?
Dislike 0
Views: 219