We are using CTI Toolkit for agent desktop in UCCE setup. And we are just figuring out to get call disposition feature to be displayed as a (GUI) web service once the agent received the call. So the he can give the details about call disposition as soon as he completes the call. And the data should get stored in DB.
Can someone let us know is this possible do to without changing the existing out of box CTI Toolkit. If yes, please give me some key points on that in implementation point of view.
There is no support in the CTIOS toolkit or the out of box CTIOS Agent desktop for using webservices.
You may wish to use the Finesse agent desktop which has workflow support for updating a web service when a call arrives.
Look at your question I think you don't mean "out of the box" in the literal sense. You can easily customize any of the Toolkit clients to call a web service to sent call disposition and notes. Your web service would then handle all the GUI and repository information. The client would simply be a sender. I am pretty sure that all the client examples for each CIL allow you to get a call events and you can decide what disposition is related to which event. You can have the agent enter notes or use canned ones that is up to you. If you are asking if someone has already written a web service client in the "out-of-the-box" code then David is as usual correct. It would not be a doable thing call webservices from the stock client without a lot of work to make a configurator, a WSDL parser, a proxy builder or in the case of REST you need json or xml parsers etc. That's a lot of overhead to support when a dev can simply write a small a library with the specialized web service knowledge and add it to the client of choice. I wrote webservices integration all the time with CTIOS clients its a breeze to write and it works great.
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