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telisca custom development services:

telisca offers turnkey development services in CTI (Computer Telephone Integration), Cisco IP phone applications, Cisco Unified Communications Manager, and the Cisco Unified Contact Center – Enterprise or Express.

telisca’s expertise includes:

  • IP Phone XML applications
  • CUCM and Unity Connection provisioning : AXL SOAP, CUC REST
  • Call Control, Presence : JTAPI, Jabber SDK, Web Dialer SOAP
  • UCCE Call center applications : CTIOS, Finesse
  • Recording : Mediasense

telisca develops specific integration solutions to link your CRM application (product or custom) to your telephony system, from a simple popup to a full telephony integration.

telisca can also develop for specific applications the Cisco IP Phone and integrated with your information system. These applications take advantage of Cisco IP Phone large LCD screen to provide an easy to run and a straight forward solution to access vital company data or automate frequently used tasks.

Finally, telisca has broad experience in Call Center management and applications such as : CRM, scripting tools, Predictive Dialers, call center statistics, ACD/IVR scripts.

examples of specific integrations:

Advanced Desktop Popup

Advanced Destop Popup is an application which permits the handling and sharing of calls, including a screen pop of customer data.

Advanced Desktop Popup is well-adapted to applications treating urgent calls or commercial applications, in order to optimize the handling of priority calls.

Advanced Desktop Popup makes it possible to display caller information (identity, category by color code) while the call is ringing. It also permits the selection of which calls to answer, by priority.

Also, Advanced Desktop Popup enables display of a contact record upon answering, displaying a web page of a CRM application.

Non-priority calls may be parked for subsequent handling and are shared by an agent group. Parked calls hear music-on-hold, defined at the CTI-port level shared by the agent group.

Line Group Management

Line Group Management is a tool to improve call handling for organizations which have multiple branches.

Customers call their local branch directly in order to benefit from personalized service, but, if they call when the branch is not open or extremely busy, it is necessary to redistribute the calls - toward other persons and, in some cases, other branches.

Line Group Management also provides a personal interface for managing one's availability and the calls one wishes to handle, as well as the opening/closing hours of the branch.

Line Group Management provides statistics per line group, in order to measure quality of service.

The web interface is available in English, French, and Dutch.

Agent Desktop Banner for UCCE - CTIOS

telisca offers a Desktop Banner for Agents and Supervisors for UCCE CTIOS. This desktop developed in Java can run on both Windows and Linux workstations and supports virtualized positions.

The Agent desktop includes the following features:

  • Login
  • Logout
  • Agent State
  • Available/Pause with coding
  • Dialing
  • Off Hook / On Hook
  • Hold
  • Direct Transfer
  • Consultation / transfer
  • Consultation / conference
  • Agent Statistics
  • Skill Statistics
  • Other Skills Statistics (with the statistics server module)

The Supervisor desktop the following additional features:

  • Statistics on associated agents
  • Pause / Make Available selected agents
  • Logout selected agents

IP Phone XML Interface Banner for UCCE

This banner interface, created for a large French bank, provides access to a call center CTI banner from the XML interface of the IP phone. Icons on the background screen indicate the status of the agent. It also includes other industry-specific features.

Standard features managed by the XML banner:

  • Login
  • Logout
  • Status icons
  • Incoming call popup
  • Statutory break
  • Pause / Available with coding
  • Outbound calls
  • Transfer to pre-defined lists
  • Conference
  • Agent statistics
  • Recording coding (Nice)

This application is fault-tolerant, on two servers, with IP switch. It is also connected to two CTIOS configured for fault-tolerance.

Administration
The administration interface provides for managing: system configuration, fault-tolerance, application parameters, definition of IP phones to facilitate login, and control of signed-on agents. Acces to administration is secure, and all configuration modifications are tracked in history logs.

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