Customize Integration to Your Next Caller Function

Your implementation needs to create a CTI Get Next Caller processing script that will responsible for getting the next account in the queue, based on your integrated CTI application. The base-supplied Launch CTI processing script can be used to navigate to Control Central with the next caller’s account passed in.

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

• Create your custom CTI Get Next Caller service script that retrieves the next account from the queue.
• Create a Launch CTI BPA script if your business rules require additional logic and/or need to launch a different page in the system..

• Plug in the CTI Get Next Caller and Launch CTI scripts on the CTI/IVR Integration master configuration.