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FAQs
<<Back to FAQsComputer Telephony Integration - CTI
Does Echopass provide CTI?
Yes. Echopass provides open APIs and web services for deep integrations with all types of back end database and CRM systems. Echopass uses its own APIs and Genesys connectors to maximize and enable integrations with on-premise systems, as well as with other related contact center applications such as Salesforce.com, Siebel or RightNow CRM software.
Does Echopass support TSAPI, and TAPI?
Yes. Echopass supports TSAPI and TAPI using the Genesys TServer integrations for these standards.
Does Echopass support CSTA?
Yes. Echopass supports CSTA (Computer Supported Telephony Applications) through the use of Genesys ETS (Enterprise Telephony Server). Genesys ETS supports SIP over CSTA for enabling computer telephony applications, including integration with Microsoft OCS.
Does Echopass support combining information from multiple applications into a single agent “screen pop” ?
Yes. Since the applications may vary, the methods of obtaining data can vary and Echopass utilizes a wide range of methods to accomplish this task. Examples are web services (SOAP), client provided stored procedures, HTTP POST/GET, XMLRPC. Echopass can attach the application data to the call record data such as DNIS or ANI. As an added advantage, all this combined data can also be utilized for reporting purposes.
Does Echopass support phone and screen pop transfer when agents transfer calls to other agents?
Yes. Echopass transfers voice and data between agents as long as both agents are on the Echopass solution and using the EchoContact agent softphone application.
