Howto:CTI-Connect - Enghouse Interactive - 3rd Party Product
Product Name
Enghouse Interactive CTI Connect
Certification Status
This product is listed due to a customer testimonial. No tests have been conducted by innovaphone.
Testing of this product has been finalized September 2024.
Category
Computer Telephony Integration and Unified Messaging / Unified Communication
Vendor
Enghouse Interactive (EI), a subsidiary of Enghouse Systems Limited (TSX: ENGH), is a leading global provider of contact center software, services, and video solutions, serving thousands of customers for over 35 years. Enghouse Interactive solutions enable customers to deliver winning customer experiences by transforming the contact center from a cost center into a powerful growth engine.
Enghouse Interactive’s core values – Reliability and Choice – are key differentiators in the global marketplace. Reliability speaks to Enghouse Interactive’s reputation for consistently honoring its commitments to its customers, staff, partners, and investors. Choice is reflected in the unparalleled breadth of its CX portfolio, which enables customers to choose from a wide array of solutions, whether deployed on-premise, in the cloud, or on a hybrid platform. By leveraging a broad range of technologies and capabilities based on open standards, Enghouse Interactive simplifies the advanced integrations customers require.
Respecting local regulatory requirements, and supporting any telephony technology, Enghouse Interactive ensures that its customers can be reached by their customers – anytime, anywhere, and via any channel.
Description
Enghouse Interactive CTI Connect is a client/server-based Computer Telephony Integration (CTI) package that enables you to:
- Develop and run CTI applications, using the CTI Connect Application Programming Interface (API). CTI Connect supports a range of programming languages you can use to create an application.
- Manage, monitor and control a CTI network, using the CTI Connect server.
CTI is the interconnection of telephone and computer technology. A CTI application can not only perform basic call control functions, such as making, transferring and receiving calls, but as an integrated part of the computer network, can retrieve customer and other business information in computer databases and use it to provide better information for the business and better service for customers.
- Innovaphone PBX is one of the switches which CTI Connect Server can integrate with and provide monitoring and call control features.
- Switch integration protocol used for Innovaphone integration is Microsoft Windows TAPI (Telephony Application Programming Interface) version 2.2.
Functions
| CTC API Name | TAPI Function |
| -- on link shutdown | lineShutdown |
| -- on link creation | lineOpen |
| AnswerCall | lineAnswerCall |
| CancelCall | lineDrop |
| ConsultationCall | lineSetupTransfer / lineDial |
| ConferenceJoin | lineCompleteTransfer |
| DeflectCall | lineRedirect |
| GetCallForward | lineGetAddressStatus |
| GetDoNoDisturb | lineGetAddressStatus |
| GetEvent | lineGetMessage |
| HangupCall | lineDrop |
| HoldCall | lineHold |
| MakeCall | lineMakeCall |
| ParkCall | lineParkCall / lineUnparkCall |
| ReconnectHeld | lineDrop |
| RetrieveHeld | lineUnhold |
| SetCallForward | lineForward |
| SendDTMF | lineGenerateDigits |
| SetDoNotDisturb | lineForward |
| SingleStepTransfer | lineBlindTransfer |
| SwapWithHeld | lineSwapHold |
| TransferCall | lineCompleteTransfer |
CTI Connect Server Internal functions
- AddMonitor
- Assign
- AssociateData
- Deassign
- ErrMsg
- GetChannelInformation
- GetConnectionsList
- GetMonitor
- RemoveMonitor
- SetMonitor
- Snapshot
Version
Product versions used for interop testing:
- CTI Connect 9.3
- innovaphone V14r1sr2
Configuration
- Standard Configuration Guideline CTI-Connect 9.3 and Innovaphone v14R1_SCG_R1
- CTI-Connect 9.3 Programming Guide
Contact
| Enghouse Interactive |
| Niels S. Richthof |
| Tel: +44 118 943 0491 |
| Mail: niels.richthof@enghouse.com |