Create a web listener to bridge the gap between two existing call center applications written in MS Access and [url removed, login to view] and Broadband Dynamics (BBD) hosted PBX (phone system) API which uses an http/JSON to post and receive hang up and make call events. Additional call status and call detail information is also available through the Broadband Dynamics web based API and will need to have the web listener receive events and pass them on to Microsoft Access as well as VB.NET. Today the two call center applications are not web based and communicate to a local server. The server running VariOS software and uses OCX to communicate with MS Access and a .dll to communicate with VB.NET. That server has an API with a method that allows checking the status/state of each call and to make new calls through clicking a button. We are looking to replace the VariOS software (application server and phone manager that allows for silent monitoring as well) with the Broadband Dynamics web based Telephony and call control tools. To facilitate this the web listener will need to be created. Primary functions are Make Call - Calling and Called phone number is passed from the MS Access/[url removed, login to view] environment and a call is placed. Hang up events will be sent from the BBD hosted PBX so the application knows to have a screen POP for call disposition. Call status also needs to be sent from the BBD hosted PBX to the MS Access/[url removed, login to view] application through the web listener so the click to call function will not work if the phone is already on a call, and receive updates for ringing, answered, etc. while calling.
Separately BBD will be providing near real-time access to call details, call states and dispositions to the customer to create their own reports through an existing system. This will likely be accomplished through providing database access to call information. I’ve attached the BBD API to reference for the HTTP posts that will be made. Agents will use a terminal server (remote) environment to initiate the click to call functionality (telephony control) and the Soft Phone Environment will be on their local network communicating via a private MPLS connection to the BBD hosted PBX.
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