Posted by Robert G Laurin on October 05, 2005 at 16:40:03:
In Reply to: TAPI Compliance posted by Greg Mayberry on October 05, 2005 at 05:40:36:
One of my clients is in the final stage of installing a interactive phone system with voice recognition. The IVR interract with Comet to access the caller's records and offer some self serve options.
The link between the IVR and Comet was made possible by the use of the XAP server. The phone system issues a HTTP request passing request, Comet XAP responds with a XML document that contains all relevant information.
Any action performed using the phone is also auditted by the XAP server and the Comet datafiles can be updated on the fly.
Furthermore, there's an Agent module on each advisor's computer that can actually POP a customer record directly in the Comet session. Once the customer identifies himself to the phone system, the id is carried throughout the duration of the call and is passed to the Agent's computer when, and if, the call is transfered to a live operator.