CallScripter Telephony Integrations

CallScripter is integrated with a number of telephony vendors utilising a variety of methods.  As each telephony provider offers different functionality, and integrations are provided through several means, each has been documented separately.  CallScripter may also be configured to use TAPI, please contact the support team (helpdesk@callscripter.com) for further information on TAPI configuration.
 
Telephony integrations are configured in up to three locations depending on the integration, accessible via the System Manager:
 

Application Settings

This section enables you to configure the default system wide settings when using one or more telephony integrations.
 

Toolbar Provider Admin

Inherits system wide settings and allows the system administrator to add, edit or delete user/machine toolbar connection details.  Each integration varies, however in general, user/machine connections may also be created from the Agent Desktop when an agent clicks Login from the toolbar menu.    Different options are shown for each provider depending on the functionality offered by the Vendor.
 

Service Manager

Services are used to perform integration specific tasks.
 

Plugin Manager

Fully integrated diallers may also require the installation of a system plugin to retrieve 3rd party data and populate EXDS information in the script edit.
 
Vendor
Product
Direction
API
Integration by
Avaya
Proactive Contact
Inbound and Outbound Dialler
 
CallScripter
Avaya
Application Enablement Services (AES)
Inbound and Outbound Manual
DMCC
CallScripter
DXI (EasyCallNow)
DXI
Inbound and Outbound Dialler and Manual
DXI API2
CallScriper
Interactive Intelligence
CIC 4.0 and later
Inbound and Outbound Manual
IceLib
CallScripter
Interactive Intelligence
CIC with Dialer 4.0 and later
Inbound and Outbound Dialler and Manual
IceLib and IceLib.dialer
CallScripter
IPFX
IPFX 6.0
Inbound and Outbound Manual
 
CallScripter
Mitel
MiTAI
Inbound and Outbound Manual
MiTAI
CallScripter
CallMedia
CallMedia Expert Contact 3.0 and 4.0
Inbound and Outbound Manual
None - Client Side
CallMedia Toolbar, CallScripter Client Side Integration
Cirrus Response
Cirrus
Inbound
None
CallScripter
Genesys
IW Interaction Workspace
Inbound and Outbound Dialler and Manual
IW 8.1
CallScripter