IP Telephony & Contact Center Architects

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IVR PG Protocol (GED-125) Introduction

IVR-Link is the interface between the ICM and Voice Response Units. The interface allows an ICM Peripheral Gateway to collect data from a VRU for use in call routing, real time monitoring, and historical reporting. The interface also allows the… Continue Reading →

CTIOS Introduction

CTIOS brings several major advances to developing custom CTI integration solutions. The CTIOS Client Interface Library (CIL) provides an object-oriented and event driven application programming interface (API), while the CTIOS server does all the `heavy-lifting’ of the CTI integration: updating… Continue Reading →

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