Receiving the Next Caller in the Queue

If your CTI-IVR system allows users to request the next caller waiting in a queue, the system provides a mechanism to integrate with this functionality.

A BPA script C1-GetNxtClr is provided and can be used to request the next call waiting in an inbound queue managed by a CTI application. Your implementation may choose to configure a menu entry for this BPA script or may recommend that appropriate users configure this BPA script as a "favorite" script and enable the Favorite Scripts dashboard zone.

When the BPA is invoked, it launches a browser script function called launchCTI located in a file called ext_​cti.jsp. The launchCTI function calls a function called ctiGetNextCaller to retrieve the next caller's account ID and uses the CDxNavigator object to launch Control Central for that account.

Customize Integration to Your Next Caller Function

The ext_​cti.jsp file shipped with the base product provides sample functionality that should be replaced with the appropriate integration to your CTI application. In the sample provided, the ctiGetNextCaller randomly takes an account ID from a predefined list of accounts.

In order to integrate the next caller functionality with your CTI-IVR system, perform the following steps: