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Screen pops and task routing
are all controlled by simple workflows.
Any user defined event either initiated from
the web, COM event, or .NET event can be
controlled by workflows. Workflow
editing occurs through a completely
thin-client browser interface with no
ActiveX Controls, Flash or Java applets to
install. Business rules/workflow are
graphical and self documenting. The workflow
creation process is intuitive and simple.
The core of the System
Integration Server is the hosting of the
JScript.NET and C# engines. JScript.NET is a
widely accepted scripting language found in
applications such as web browsers and web
servers. It is known by most all IT
professionals and many widely available
development tools can provide syntax
checking and intelligent syntax completion.
C# is similar to JScript.NET but with
greater type control and some additional
language features that make it a great
language for creating SIS Server
Applications. Scripting provides the
advanced capabilities that help you unlock
the power of the System Integration Server
platform.
While C# is not
generally considered a scripting language,
the System Integration server provides
support for compiled .NET modules as well as
run time compilation of JScript.NET and C#
modules. This allows applications to
be tweaked without a complicated compilation
process and it gives the application the
ability to start and stop individual modules
without restarting the server itself.
Workflow step objects are created
from JScript.NET and XML, so if there is a
step object not available for your unique
needs, it is simple to create one.
Just about anything that can not be done
directly in JScript.NET can be accomplished
by making a simple Microsoft COM or .NET
based connector object in your choice of
many available programming languages. These
connectors can be written in C#, C++, Visual
Basic, Powerbuilder, Java, Perl, VBScript,
JScript, and many others.
Whitefeld Screen pops are very
powerful. They can be completely
thin-client - if the CRM application is
capable of accept data through IP, no
installation is required on the desktop.
You can still use workflows in these cases.
When the desktop application is incapable of
accepting network events, the Whitefeld
System Integration Client is installed.
This client is a very low footprint
application taking up only an icon in the
task bar next to the clock. This
application can host scripts as well and was
designed to run portions of a workflow
created through the web browser on the
server. You can use it to display
dialog boxes, launch browser windows to
specific pages (used for agent scripts) and
much more. All common Windows
protocols are supported such as OLE, COM,
DDE, Keystrokes, HLLAPI, or Windows
messages.
In cases where a
company has a home grown CRM application,
our .NET object can be embedded within their
application. This allows the company
to add screen pop capabilities directly into
their application without the need for any
extra application running on the desktop.
Softphone capabilities can also be gained
through this object.
Unlike most CTI applications on the
market today, administration of the agent
desktops and their extensions are done via a
web application located on the server.
Administration can be done by any user with
appropriate privileges from anywhere on the
network. Why install a bulky
administration program on the desktop when a
web browser is all that is required?
The entire web administration application is
thin client with no controls. Internet
Explorer is required.
Server requirements really depend on a
number of factors including your busy hour
call volume, the complexity of the call
routing rules, the number of database access
and the complexity of the screen pops. That
said, the minimum requirements for the
System Integration Server is as follows:
Windows 2000 Server/Advanced Server SP4 or
Windows Server 2003 (Standard or Enterprise)
SP1, .NET Framework 2.0 and IIS
installed, all Updates applied, Pentium 4,
3.2GHz with 1Gb RAM, 2Mb of disk space. The
typical configuration would be a single
processor Xeon, 2.0GHz with 2Gb of RAM and
10Gb of free disk space.
If the Whitefeld System Integration Client
is not being used, there are no minimal
requirements. Requirements for such a
configuration rest solely on the
applications running on the workstation. If
the Whitefeld client is to be used, the
minimum Workstation requirements are as
follows: Windows XP Professional SP1,
Windows Vista, .NET
Framework 2.0, all Operating System Updates
applied, Pentium, 300MHz with 256Mb RAM, 2Mb
of disk space. The typical minimum
configuration would be a Pentium 4, 2.8GHz
with 512Mb of RAM and 2Mb of free disk
space.
By relying on industry standard
protocols and tools, Whitefeld has been able
to significantly reduce the total cost of
ownership of a CTI solution and greatly
increase the Return On Investment.
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