@ehtasham.malik please confirm if we can develop following mentioned connectors:
Customer is using PCCE using a .Net based CRM(homegrown)
User Case 1
ECM will upload file, placed on an external system, to an outbound campaign.
In case of “not answered” the call disposition should be updated in the CRM and the call should be re-tired
Outbound agents should have CTI control embedded within CRM which is home grown .Net based. The agent attends the outbound calls using the same CTI control within CRM.
The agent should have the option to enter the interaction details and the call disposition that should be captured as call activity in CRM
If the agent has marked some agent as interesting for cross-sell then that caller should be dialled back as part of another campaign dialing out all such numbers.
User Case 2
- Another team wants to have CTI connectors based on CUCM so if they see the customer details and want to dial then they can copy to make a call and click to make a manual outbound call.