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 Next Call button is available in the toolbar that can be used to request the next call waiting in an inbound queue managed by a CTI application. This button is only enabled if you have set the CTI Integration flag to Yes on your installation options.

When the next call button is clicked, 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.

Related Topics

Customize Integration to Your Next Caller Function

Parent Topic: CTI-IVR Integration