Cisco Unified Communications

Manager
CTI integration solution

Telisca Desktop Popup

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 1 Desktop Popup overview

1.1 Architecture
Desktop Popup is a Popup solution (caller information popup) on PC, interfaced Cisco Unified
Communications Manager. It makes it possible to search a customer contact, on incoming
call, based on the calling number, in a Web based or thick client CRM or custom application.

The solution is based on telisca CTI Server used. This CTI Server is connected to the CTI
Cisco Manager via JTAPI interface. It exploits the possibilities of a ‘super provider’ login to
dynamically monitor the IP Phones on which Desktop Popup is running. The administration is
thus simplified.

Desktop Popup also makes it possible to dial and hang up from the IP Phone monitored by
Desktop Popup. This is useful in case of integration with a CRM application.

Desktop Popup starts automatically at the beginning of the Windows session and is
connected to CTI server by a HTTP request. This request remains on standby until a new
telephony event or a time-out. This interface is accepted by firewalls and proxies.

1.2 Features description

1.2.1 Configuration, user interface

- Desktop Popup includes a PC component. Desktop Popup appears minimize in taskbar
notification area.
- When first launched it set the specific user configuration in order to know which phone
to monitor. If CallManager login is synchronized with Windows login, no user action is
required. Otherwise, the user will have to enter, the first time, his login with eventually
his password or PIN or the IP Phone number.

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 - Desktop Popup can be installed locally on PC or executed from a network driver.
- Desktop Popup supports fixed mode or extended mobility mode (user log on IP Phone).
- Desktop Popup can be also used to dial and hangup from the monitored phone. This is
useful when integrated with an application.

1.2.2 Web based application integration

- On ringing, answer or dialing event Desktop Popup get an event with formated calling
party number. It calls the browsed with a defined URL on which the calling party
number have been added.
- Depending on configuration, Desktop Popup can directly open browser windows or ask
for validation.
- Depending on configuration, recent calls can be listed and selected to popup on a
previous call.

1.2.3 UCCX compatibility

Desktop Popup can be executed side by side with UCCX (IPCC Express) Desktop. It can be
usefull for direct calls not handled by UCCX thus not available on UCCX Desktop.

However when an incoming call go through UCCX call flow, the call is generated from an
UCCX cti port which an internal short directory number. Desktop Popup can be configured to
ignore this call based on phone number length. On answer, the real calling number is then
transmitted and can be used if necessary by Desktop Popup.

1.3 Administration and installation

Desktop Popup server configuration can be defined using a Web based interface.

Desktop Popup is deployed or executed from a LAN drive with a specific configuration file
that contains at least server address.

Destkop Popup installation is provided in a standard MSI package that may be executed
silently.

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 1.4 Requirements
Server requirements:
 Windows 2003 Standard SP2/R2 or Windows 2008 Standard R2,
 Microsoft IIS configured,
 May run on VMWare ESX virtual machine, Cisco UCS,
 Minicmum configuration : Processor 1GHz, 2Go RAM, 20GB disk

Cisco Unified Communication Manager requirements:

 Versions 4.2x, 5.1x, 6.1x, 7.1x, 8.0x, 8.5x
 CTI Manager service activated

Several Desktop Popup client instances can run simultaneously on a Citrix Server.

Desktop Popup run on Microsoft .Net 1.1, 2.0 or 3.0.

Desktop Popup UI is available in English and French.

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