Custom CTI development in ASP.Net

[sds]

Dear All,

I am new to development in Genesys CTI. My company is a Genesys Partner. We are planning to develop custom CTI application in ASP.Net web using Genesys API's. Our custom CTI app will have option to receive and terminate the calls (and other softphone controls) from the web page. We are going to use CISCO Jabber as Softphone integrated into web browser. The agent will not be using the Genesys Agent desktop once the custom CTI solution is available.

The suggestion I got from our internal resources is to use Platform SDK.
Can you please let me know which Genesys SDK we should be using to achive the goal?


The arhcitecture I have in my mind is, there will be our intermediate WCF service to poll from the client web browser. The intermediate service will be referring the Genesys server/service. The same intermediate service will hold the messages received from Genesys service and will map it to appropriate agent and will return the data during the polling from client. Based on the messages received from the service, the JQuery will update the UI or post to the server for further actions.


browser client <---> our custom polling service <---> Genesys server/service .


Can you please let me know, whether above architecture feasible and also Can I implement the UI without using Actvex control/silverlight control?


Thanks for your time and Advice.
Sunil

[genesysguru]

Yes - should work and have seen it done before. Platform SDK is the correct thing to use for T-Server requests and events. This is not easy so good luck!

[sds]

Thanks GenesysGuru for the information.

In the web browser custom CTI aproach, to what extent we can use GIS Agent Interaction Service? Will add any development value other than installation cost?

If we have to use only PSDK, how do you think of consolidating all the events and messages from Tserver into our single service for all the logged in users (agents)? As per my understanding the event subscription/registration on T-server works per client basis.

Your guidence is highly appreciated.

Thanks.

[genesysguru]

Hi,

As I say this is complex - too complex for a forum discussion. If I remember correctly GIS is end of life (need to check) so using GIS AIL rather than the PSDK might not be an option. The biggest problem you will face is keeping the UI up to date with the CTI events received e.g. only allowing agents to perform valid operations such as hold/resume let's say after the Customer has disconnected (EventReleased) for example.

[sds]

Thanks for the information. It looks like there is one more SDK - Enterprise SDK 8.1 . This has exposed the required methods through web service. I have to further dig into this SDK. Regarding the deployment and licensing still have to figure out.