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Broker scheme which enables transparent mapping between VXML and CTI

IP.com Disclosure Number: IPCOM000016316D
Original Publication Date: 2002-Sep-14
Included in the Prior Art Database: 2003-Jun-21
Document File: 2 page(s) / 106K

Publishing Venue

IBM

Abstract

A system and method for VXML and CTI vendor independent integration based on CTI extensions through a broker concept. Description: An area that is not directly addressed with respect to VXML service application development is the CTI (Computer Telephony Integration) domain. A framework is established which addresses mapping current standards with (unknown) future standards.

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Broker scheme which enables transparent mapping between VXML and CTI

  A system and method for VXML and CTI vendor independent integration based on CTI extensions through a broker concept.

Description:

An area that is not directly addressed with respect to VXML service application development is the CTI (Computer Telephony Integration) domain.

A framework is established which addresses mapping current standards with (unknown) future standards.

Solution:

The VXML based IVR applications will have a set of published APIs to access CTI functionalities. The actual implementation of the published APIs will be selected at run time among a library of implementations from different CTI vendors based on the configuration information in the XML config file.

Figure 1. Integration of VXML application with CTI product.

CTI product

CTI Connect Interface Call RoutingTCP/IPcomponent

DB

Call Routing Server

 VXML + Telephony

 Switch Contact Interface

PSTN

CTI Connect component serves as a bridge between the VXML application and CTI product. On one side, it provides the published APIs to VXML application. On the other side, it uses the CTI vendor dependent APIs to talk to the specific CTI product. The CTI Connect component can pick up the right implementation of the published APIs based on the CTI vendor information in the XML configuration data.

Figure 2 . CTI Connect component internal structure.

Center

audio

Agent + Screen Pop

1

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Call Script File

Class Class CTICallSimulator

or

XML Configuration File

Command Line

CTISetup

Class CTIFactory

Public Java API

Interface CTIRunnable

Package: com.ibm.vxml.cti

implements

Class J2V1Driver

Class J2...