This appendix covers the following topics:
Use the following questions to determine the SDK requirements of a customer site.
Does Oracle Advanced Inbound Development certify or support this PBX-middleware combination, or is the certification in progress?
Yes
No
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
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
PBX product research and data collection
Model:
Current release:
CTI interface:
Route points, how routing works:
Is a software CTI translator required for the proprietary PBX CTI interface?
Yes
No
Does the PBX or CTI middleware permit routing to be controlled by an adjunct platform, specifically, Oracle Advanced Inbound?
Yes
No
TDM-based
IP-based
Does this PBX provide ACD (automatic call distribution) functionality?
Yes
No
The platform is:
CSTA CTI specification (the PBX is a CSTA switch)
Propriety call model
Is a software CTI translator required for the proprietary PBX CTI interface?
Yes
No
CTI Middleware
Is the manufacturer a leading brand of CTI middleware, and does the manufacturer still exist?
Yes
No
The CTI middleware is:
Intel CT Connect/NetMerge Call Processing Software
Cisco ICM
Genesys
Other
Does this CTI middleware support the customer's PBX platform?
Yes
No
List available documentation:
List available tools and simulators:
Are developer licenses for API required?
Yes
No
Are developer licenses for API available?
Yes
No
Does the CTI middleware provide routing?
Yes
No
Does the CTI middleware provide IVR integration?
Yes
No
Does the CTI middleware support server-level integration?
Yes, C-based API
Yes, Java-based API
No
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
What are the reporting requirements?
PBX reports
CTI middleware reports
Interaction Center Intelligence reports
Is Advanced Outbound Predictive required?
No
Yes
Does the PBX support a lineside T1 interface to the VDUs?
Yes
No
Does the CTI middleware support monitoring and control of the lineside analog PBX extensions?
Yes
No