Fun project coming up to provide the ANI or CallerID to our Call Center
sales staff. Has anyone done this who is zealous to give me some
(needed) wisdom.

I've worked in a 911 dispatch center but we had the advantage of Ma
Bell's 911 validated ANI/ALI to interface to. In those days it was
just an RS232 port off the switch to a serial port on our McDD Reality
7.0 box. We told the EAI (now GEAC) software what port the interface
was on and it fed the ANI to the correct dispatch console.

Here, we're working with a Definity G3si switch. I think I'll have to
get a network card and put it on the LAN.

Avaya has a multi-k$ call-center product of course, but we'd like to do
the screen pop right in the users UniVerse session.

TIA
bakerdothughes
atmouserdotcom

I did this recently with jBase and a 3COM switch..

The 3Com came with a PC based management system, and a small tapi based
client that could be configured on each pc.. You configured the tapi
interface with the users telephone extension no.

Then I wrote a small vb.net program using a third party tapi component that
picked up the tapi call that the extension was ringing, picked up the
incoming caller ID using Tapi and then read the phone no from the jbase
customer database index to see if the telephone number belonged to a
customer, if so then the customer record was read and a "pop up" displayed
to show the telephone no and the customer name... If no customer was found,
the phone no was "popped".

If this sounds "doable" (the key is for the switch to have the
tapi-complient client interface) and want more info on third party
components etc, then I can help.. I can probably dig out the vb.net code if
it helps...

Hope this helps...
Regards
Simon
"Baker" <baker.hughes (AT) mouser (DOT) com> wrote

Thanks Simon for this direction. I will ask them whether they have a
tapi server in the switch, that could be the ticket.

I'm sure a look at your vb applet would be instructive. I was trying
to keep the whole thing in UniVerse since most of our call center is on
Xwindows.

Your thoughts help.
-Baker

call centre on Xwindows - sounds unusual.

On 8 Jul 2005 06:33:12 -0700, "Baker" <baker.hughes (AT) mouser (DOT) com> wrote:

You'd need to design a messaging service that interfaces with the
swtich. You can then assign phone port numbers to user IDs, provided
the users don't change desk on a regular basis. If I had more info on
the PBX/switch then I could probably be of more help.

Glen
http://mvdevcentral.com