Telisca Desktop Popup - Caller Info On Your Computer Desktop - Cisco Ip Phone Application

Cisco Unified Communications Manager CTI integration solution

Telisca Desktop Popup

[email protected] Tél : +33(0)9 53 77 21 57 www.telisca.com

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1 Desktop Popup overview 1.1 Architecture Desktop Popup is a Popup solution (caller information popup) on PC, interfaced Cisco Unified Communications Manager. It makes it possible to search a customer contact, on incoming call, 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 CTI Cisco Manager via JTAPI interface. It exploits the possibilities of a ‘super provider’ login to dynamically monitor the IP Phones on which Desktop Popup is running. The administration is thus simplified. Desktop Popup also makes it possible to dial and hang up from the IP Phone monitored by Desktop Popup. This is useful in case of integration with a CRM application.

Desktop Popup starts automatically at the beginning of the Windows session and is connected to CTI server by a HTTP request. This request remains on standby until a new telephony 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 taskbar notification area. When first launched it set the specific user configuration in order to know which phone to monitor. If CallManager login is synchronized with Windows login, no user action is required. Otherwise, the user will have to enter, the first time, his login with eventually his 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 is useful when integrated with an application.

1.2.2 Web based application integration -

On ringing, answer or dialing event Desktop Popup get an event with formated calling party number. It calls the browsed with a defined URL on which the calling party number 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 a previous call.

1.2.3 UCCX compatibility

Desktop Popup can be executed side by side with UCCX (IPCC Express) Desktop. It can be usefull 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 an UCCX cti port which an internal short directory number. Desktop Popup can be configured to ignore this call based on phone number length. On answer, the real calling number is then transmitted 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 file that contains at least server address. Destkop Popup installation is provided in a standard MSI package that may be executed silently.

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1.4 Requirements Server requirements:  Windows 2003 Standard SP2/R2 or Windows 2008 Standard R2, 

Microsoft IIS configured,

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May run on VMWare ESX virtual machine, Cisco UCS,

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Minicmum configuration : Processor 1GHz, 2Go RAM, 20GB disk

Cisco Unified Communication Manager requirements:  Versions 4.2x, 5.1x, 6.1x, 7.1x, 8.0x, 8.5x 

CTI Manager service activated

Several Desktop Popup client instances can run simultaneously on a Citrix Server. Desktop Popup run on Microsoft .Net 1.1, 2.0 or 3.0. Desktop Popup UI is available in English and French.

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