Posts Tagged ‘Telephony’

JTapi hands-on, part II

Posted in JTapi, Telephony on May 22nd, 2009 by gvag – 13 Comments

This is the next article in the JTapi hands-on series that will present the Call and Connection interfaces from the Jtapi API. Using the Call and Connection interface, this article shows how to create and disconnect calls, and also inspect Connections of a call. This tutorial could be the base for a dialler application or a connector for a PBX with a CRM application.

Also please note that this article builds upon the previous articles JTapi Overview and JTapi hands-on, part I.

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JTapi hands-on, part I

Posted in JTapi, Telephony on April 5th, 2009 by gvag – 36 Comments

The story so far

In the first article there was an introduction to the basic interfaces of JTAPI, that is JtapiPeer, Provider, Address, Terminal, Call and Connection. These are the basis on which we will built upon and continue in this article.

Starting from this article, I will leave the plain theory behind, and I will delve into the Jtapi objects using code examples. Off course, each code snippet, will be supported by the appropriate theory in order to elaborate and deeply analyze each object.

This iteration will concentrate on the JTapiPeer and Provider interfaces, and will present the way can be used to further inside an application using two example classes. The first one ProviderService mainly shows how to use JtapiPeer in order to instantiate and supply the Provider object for the second class JTapiDiscovery which purpose is just to discover the Addresses and Terminals from the Provider’s domain.
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Rewarding Good Customer Behavior in the Call Center

Posted in Customer Care on March 27th, 2009 by gvag – Comments Off

No Jitter | blog.

A very nice customer care article for using web self service tools to reward customer whenever the try first self-service paths for a given problem before go to a live agent.

More to come on the web self service tools that can be used.

JTapi Overview

Posted in JTapi on March 26th, 2009 by gvag – 26 Comments

The Java Telephony API (JTAPI) is a portable, object-oriented application programming interface for Java-based computer-telephony applications.

This article is an introduction to the Java Telephony API, presenting the most important elements of this and attempts to clarify some basic issues that will be the base for the following articles.

JTapi can be used to integrate CRM or other applications with a telephone system, create applications that handle incoming calls, create application that place outgoing call on behalf of a user, or in general provide an automated way for a user to handle his telephone set.
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