APIs - ASC telecom

4Application
Creating Customer Applications with ASC‘s
Application Programming Interfaces (APIs)
What ASC offers:
= Powerful and flexible APIs for integration with
other systems
= Ability to share data between systems
= Enhanced start/stop (ESS) and search-andreplay
APIs
Powerful and flexible APIs offer:
= Start/stop, advanced call tagging
= Threat-call recording, private-call deletion
= Free seating without costly CTI
We record & analyze communications

4Application
APIs for Communications Recording Features
Share data between systems
Businesses today demand the ability to
share and integrate data between systems.
Therefore, the ability to integrate your system
with others is a new benchmark required
for even the most basic applications.
MARATHON EVOLUTION and EVOip communications
recorders provides very powerful
and flexible APIs.
Enhanced start/stop (ESS)
The ESS server interface lets third-party applications
use the start/stop function and
tag calls with additional data.
This C++ based API makes it simple to develop
your own applications or integrate additional
functionality into existing ones. It can
be used for Windows client applications.
Call-index data, such as “incident number“
or “account number“ are captured from a
third-party application running on a Windows
desktop and stored with the corersponding
voice file to allow quick retrieval in emergency
situations. An “Agent ID“ can also be
automatically tagged onto each call.
The ESS API enables:
= Start or stop recording on a defined
channel
= Pause recording (tone or silence)
= Resume recording
= External activation of VOX-controlled
recording
= Keep/delete (storage or erasure of
entire call at any time)
= Tagging with call-index data such as:
- Agent identifier,
- Call direction,
- Agent phone number,
- Customer phone number,
- Supervisor comments, and
- Up to 30 other definable fields.
The ESS API can also be used in a contact
center or any other free-seating environment
as a cost-effective alternative to expensive
CTI servers. It enables tagging of the
agent`s Windows login ID onto every call so
the agent isn`t bound to a fixed location.
Additionally, the ESS API helps customize threat-call
recording and private-call deletion.
By utilizing the “Keep/Delete” functionality,
you can pre-define what calls to save or let
an operator decide to preserve threatening
calls while others are automatically deleted.
Search-and-replay
ASC´s search-and-replay APIs let users
create their own search-and-replay software
clients or integrate the functionality into an
existing customer application.
ASC provides the following search-and-replay
APIs:
1) Search-and-replay JAVA API
This API is perfectly suited for writing your
own applications on any operating system
supported by Sun Microsystems including:
= Search calls by
- date and time
- channels and/or agents
- phone numbers
- call direction
- more than 30 definable fields
= Replay calls (fast forward/backward,
pause, skip, loop)
= Add comments to calls
= Replay multi channels
= Provide last call repeat
= Online monitoring
2) Search-and-replay C++ API
The perfect choice for writing applications
in Windows (Linux requires professional services
assistance). C++ is a very stable and
popular programming language. The API offers
the same functionality as for the searchand-replay
Java API and supports Windows
operating systems. Linux is available upon
request.
3) Search-and-replay XML API
The search-and-replay XML API is based on
XML, the most sophisticated programming
language for Internet and browser-based
applications. This API lets a developer program
a browser-based or modify on existing
Internet application to:
= Search calls by date, time, channel,
agent, phone number, call direction and
more than 30 definable fields,
= Replay calls on standard media players,
= Provide last call repeat, and
= Add comments to calls.
Subject to change without notice. Please note that the maximum channel capacity is only valid under standard conditions. Depending on the usage, the complexity of a specific configuration, and the number and
types of software applications installed, certain restrictions may apply. Please contact ASC for further information.
www.asctelecom.com
08/12
World Headquarters
ASC telecom AG
Seibelstrasse 2 - 4
63768 Hoesbach
Germany
Phone +49 6021 5001-0
Fax +49 6021 5001-310
hq@asctelecom.com
United Kingdom
ASC telecom UK Ltd.
1 Stanhope Gate
Stanhope Road
Camberley
Surrey
GU15 3DW
Phone +44 1276 676070
Fax +44 1276 685121
uk@asctelecom.com
France
ASC telecom SAS
3 Rue Georges Besse
Silic 10
92160 Antony Cdx.
Phone +33 1 5559 6800
Fax +33 1 5559 6819
fr@asctelecom.com
Switzerland
ASC telecom AG
Gewerbestrasse 6
6330 Cham
Phone +41 41 798 0040
Fax +41 41 798 0041
ch@asctelecom.com
Middle East
ASC telecom AG
Dubai Silicon Oasis
Emirates Ring Road
Wing F
Office 107/2
Dubai, U.A.E.
Phone +971 56 6923427
dubai@asctelecom.com
North America
ASC telecom L.P.
1 International Blvd
Suite 623
Mahwah, NJ 07495, USA
Phone +1 201 252 3001
Fax +1 201 252 3002
us@asctelecom.com
Japan
ASC Japan Inc.
NCC Ningyocho Bldg.
3-7-3 Nihonbashi Ningyocho
Chuo-ku, Tokyo 103-0013
Phone +81 3 5643 7220
Fax +81 3 5643 7221
japan@asctelecom.com
Singapore
ASC telecom Singapore Pte.
Ltd.
54 Serangoon North Avenue 4
#06-90 Cyberhub North
Singapore 555854
Phone +65 6876 5890
Fax +65 6876 5990
singapore@asctelecom.com