SDK Scope Analysis

This appendix covers the following topics:

Worksheet

Use the following questions to determine the SDK requirements of a customer site.

  1. Does Oracle Advanced Inbound Development certify or support this PBX-middleware combination, or is the certification in progress?

    Yes

    No

  2. If this PBX-middleware combination is not certified or supported by Oracle Advanced Inbound Development, is there an Oracle consultant or Oracle SSI-provided telephony adapter solution available, or is a solution in progress?

    To check if any solutions may be available, refer to the Oracle Solution ServicesePortal (http://i3sn011e.idc.oracle.com:7777/servlet/page?_pageid=180,85,89,153,115,123,101,159,111,133,137,149,163&_dad=portal30&_schema=PORTAL30).

    Yes

    No

  3. Is a consulting-based pipeline available for this PBX and CTI middleware?

    Consider contacting the Oracle professional community (such as the itccon_us mailing list) to ask whether there are opportunities similar to yours.

    Yes

    No

  4. PBX product research and data collection

    1. Model:

    2. Current release:

    3. CTI interface:

    4. Route points, how routing works:

    5. Is a software CTI translator required for the proprietary PBX CTI interface?

      Yes

      No

    6. Does the PBX or CTI middleware permit routing to be controlled by an adjunct platform, specifically, Oracle Advanced Inbound?

      Yes

      No

    7. The ACD/PBX is:

      TDM-based

      IP-based

    8. Does this PBX provide ACD (automatic call distribution) functionality?

      Yes

      No

    9. The platform is:

      CSTA CTI specification (the PBX is a CSTA switch)

      Propriety call model

    10. Is a software CTI translator required for the proprietary PBX CTI interface?

      Yes

      No

  5. CTI Middleware

    1. Is the manufacturer a leading brand of CTI middleware, and does the manufacturer still exist?

      Yes

      No

    2. The CTI middleware is:

      Intel CT Connect/NetMerge Call Processing Software

      Cisco ICM

      Genesys

      Other

    3. Does this CTI middleware support the customer's PBX platform?

      Yes

      No

    4. List available documentation:

    5. List available tools and simulators:

    6. Are developer licenses for API required?

      Yes

      No

    7. Are developer licenses for API available?

      Yes

      No

    8. Does the CTI middleware provide routing?

      Yes

      No

    9. Does the CTI middleware provide IVR integration?

      Yes

      No

    10. Does the CTI middleware support server-level integration?

      Yes, C-based API

      Yes, Java-based API

      No

  6. Additional Information on Advanced Inbound Requirements:

    Log in, log out

    Ready, not ready

    Make call

    Answer a call

    Transfer a call:

    • Consultative transfer to route point

    • Blind transfer to agent

    • Blind transfer to route point

    Conference calls:

    • Consultative conference

    • Blind transfer to agent

    • Blind transfer to route point

    Hold

    Call and data transfer

  7. What are the reporting requirements?

    PBX reports

    CTI middleware reports

    Interaction Center Intelligence reports

  8. Is Advanced Outbound Predictive required?

    No

    Yes

    1. Does the PBX support a lineside T1 interface to the VDUs?

      Yes

      No

    2. Does the CTI middleware support monitoring and control of the lineside analog PBX extensions?

      Yes

      No