Vendor information

The telephony integration includes two main parts: the integration listener and the integration UI.

Integration Listener

Infor creates an integration application, otherwise known as a listener. The listener is accessible by an Infor URL that requires specific variable attributes. The variable attributes are the system user account IDs. Any value outside of these requirements and any extra attributes are ignored by the system. The listener does not return or display any information. If the two variable attributes pass validation, they are inserted into a new database table that is designed as a small lookup table. To minimize the number of rows on the table, any insert for a particular AgentID requires any records for that AgentID in the past be deleted. This process includes purging any lingering data older than one full day. This table is a real-time table only and is not used for historical, reporting, or statistical purposes.

This example URL includes variable attributes and static attributes:


Variable attributes:

  • CallerID
  • AgentID
  • CallerPhone (for saving the number that is used by the caller)
  • CallerOption (options that the user selected before getting the agent)
  • ReferenceID (the recording ID of calls that are recorded and stored in another application)

Static attributes:

  • [dev/erc]
  • [ClientName]

Integration UI

The integration UI is the integration piece that includes the Get Caller button that is shown in the Directory when telephony is configured. When the agent clicks the button, the system searches the employee directory for a match for the caller's User ID. If a match is found, the caller's profile is shown. The agent can use the profile to verify the caller's identity. The agent also has access to the caller's case history.