Initiating call from Web Page

[SisB]

Hi,

I am thinking to adding another contact option for our customers through support website.
The main idea is to give the customer ability to dial in the contact center right from the web page.

E.g.

1. Customer reaches a specific support web page, where along with contact options like 'Chat', 'Let us call you' a new contact option will be given ('Call').

2. When customer clicks on it, a Flash or Java based Softphone (with SIP + codec etc  + Genesys TLib handling ability), initiates and Generates a call after connecting to SIP server, right from the page. Planning to integrate Asterisk here as well.

3. As our main voice infrastructure is on Avaya, call is external routed to appropriate Avaya VDN.

Is it something like anyone is already using; or do you see any value? Please comment with your thinking.

Thanks

[cavagnaro]

Have done that using H323. Using SIP would implicate to publish your SIP Server on the Internet and just do a call to a number on it and then it will route it to something on your AVAYA or whatever PBX.

[Genesys CTI Forum Administration Team]

Well, I think we are talking about Flash-based phones here. CTI should not be really loaded into a page, but should be hidden somewhere behind. What you need is just a Flash-based voice-chat program that connects to your Genesys SIP or Asterisks server and then connect that to you CTI.

[René]

Hi,

Check this website - http://www.zenontel.com

R.

[René]

Hi SisB,

Just an idea for you that might save you some time and money - you don't need CTI integration to pass some data with the call. It's possible to add collected data to SIP INVITE header and retrieve these using SIP Server's feature called "Mapping SIP Headers (From SIP Messages to T-Library Messages)".

R.