Feature Comparison for supported phone systems
Phone systems ntegration largely depends on the type of phone system. By default, bpm'online is integrated with Webitel telephone service. You can set up integration with other phone systems, if needed. Below is a feature comparison table for different phone systems.
| Phone system features | Phone systems that support TAPI | Cisco Finesse | Avaya | Webitel | Oktell | Infinity | Asterisk | CallWay |
|---|---|---|---|---|---|---|---|---|
| Caller ID for incoming calls Displaying information about an incoming call, searching contact/account by phone number | + | + | + | + | + | + | + | |
| Outgoing calls Initiating outgoing calls from bpm'online | + | + | + | + | + | |||
| Pick up Ability to receive incoming calls in bpm'online | + | + | + | + | + | - | ||
| Place on hold, resume calls Ability to place calls on hold and resume calls placed on hold | + | + | + | + | + | + | + | + |
| End calls Ending calls (hang up) in bpm'online | + | + | + | + | + | + | + | + |
| Status management Ability to set statuses, such as “Ready”, “Away”, “Busy”, etc. The available statuses depend on the type of telephone system. | + | + | + | + | - | + | ||
| Transfer calls Ability to transfer of calls | + | + | + | + | + | + | + | + |
| Statistics Saving information about calls in the “Calls” section: agent name, subscriber account/contact, call duration. | + | + | + | + | + | + | + | + |
| Built-in phone Ability to make calls from a web browser without the need to use desktop phone. | - | - | - | + | - | - | - | - |
| Call replay Ability to listen to recorded calls using bpm'online interface | - | - | - | + | + | - | - | - |
| Telephone system versions | All phone systems that work using TAPI 2.0 | Cisco Finesse 9.1+ | AES v5.2-7
|
| 2.10+ | X | 1.6-13 |
|
1 – If a call is routed through UCCX while using CUCM, then number identification is unavailable due to TAPI limitations.
2, 3 – In certain situations, if calls are made from bpm'online, the user must receive an incoming “system“ call first before initiating an outgoing call. This depends on the software or hardware phone version/model.
4 – Fully supported, if the operator is using CallWay software phone. If other IP phones are used, then to make a call from bpm'online, an operator must respond to incoming “system“ call.
5 – Not all software/hardware phones support this feature.
6 – Only supported, if the operator is using CallWay software phone.
7 – The following 2 statuses are available: “Ready” and "Do not disturb" (DND). Currently unavailable for Cisco.
8 — Because of limitations Avaya API has only 2 states Log in and log out (AgentLoggedOn and AgentLoggedOff), and an answer on status change request.
See also
•Available Webitel base phone integration settings
•How to integrate with Asterisk
•How to integrate with Cisco Finesse
•How to integrate with CallWay
•How to integrate with Infinity
