Contact Center On-Demand Platform and Technology Security and Compliance Services FAQs

FAQs

Computer Telephony Integration - CTI

Does Echopass provide CTI?

Yes. Echopass provides open APIs for deep integrations with all types of backend data base and CRM systems.
Echopass uses its own APIs and Genesys connectors to enable integrations with on-premise systems, as well as with other related contact center applications such as Salesforce.com 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), customer 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 the 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.