New to JAIN and need help...please!
My apologies if this enquiry is too basic or OT, or if I'm just plain looking in the wrong place!
I've developed a new call queue application for call centres that allows callers to hang up, then call back later without losing their place. Further details at http://www.orderlyq.com
Currently we're deploying it over VOIP streams using the open source Asterisk PBX. We integrate with Asterisk at the logic level using its own (proprietary) CTI protocols. Asterisk has the capability to play the necessary messages, react to DTMF key presses, play music on hold, and also contains its own ACD (queue) system, which we use to distribute calls to agents once callers reach the front of OrderlyQ.
We want to widen the number of PBX/Switch systems we can support at the logic level to reduce network traffic, and help provide OrderlyQ as a standards-compliant network level service. We've had a look at CSTA and JTAPI, both of which seem to support the necessary functions, however one of our potential clients has suggested JAIN as a possibility.
I've had a look through all the JAIN JSRs (!), and become quite confused. These are the integration points:
OrderlyQ must be able to tell the PBX/Switch:
· Which message to play,
· When to forward a call to the ACD,
· When to play music on hold, and
· (Optional) When to hang up on a caller.
The OrderlyQ messages are a small set of voice files which must be installed on the Switch or PBX, or other Interactive Voice Response (IVR) system.
The PBX must be able to tell OrderlyQ:
· When a new caller arrives,
· When a caller hangs up, and
· Caller ID information
If no Caller ID information is present, OrderlyQ will prompt the caller to enter their number automatically, so DTMF tones should also be captured by the PBX and passed to OrderlyQ.
The ACD is a conventional call queue. For best results we must also get the following information from the ACD:
· When agents log in and out, and
· When a call ends.
Is this something Mobicents can help with? JAIN in general? If I'm looking in the wrong place, where should I be looking?
Many thanks for reading,
Matt King, M.A. Oxon.
Managing Director, Orderly Software Ltd.