Integration with workflow engines

[breale]

Has anyone had experience integrating with workflow engines of any kind?

[mflorell]

Do you have an example of a workflow engine?

How exactly are you looking to integrate it with ViciDial?

[breale]

For example with ProcessMaker - Open Source, PHP based BPM Suite. We want to kick off custom information screens based on passing the DID and other information into ProcessMaker which then can do the custom routing for the call agent.

thoughts?

[mflorell]

I've never used it before, but if it's web-based I'm sure it can be integrated with ViciDial in some way.

[jsgoecke]

I have done solutions integrating Workflow engines to various CTI platforms. While I am not intimately familiar with the integration points of Vicidial, I am sure it has the ability to do this.

One thing that you may want to consider in the Asterisk world, and if Vicidial may support this, is using the 'Local' channel to create a phantom call. In this way, a workflow item may come in, you generate a 'local' call via the API, attaching the key to your workflow item and then delivering that to an agent. Agent gets a screen-pop of the workflow and the key they need to process it via the Vicidial agent interface.

Of course, could work in the other way where if a call comes in you could have Vicidial reach out and create a workflow item.

[breale]

Interesting. Sounds like a good idea. How does the key concept work? or where can I find more information on it?

thanks,

[jsgoecke]

Interesting. Sounds like a good idea. How does the key concept work? or where can I find more information on it?

thanks,

I am still too new a member to post a link here. But if you go to the Voip Info dot Org website and search for 'local channels' you will be able to see the mechanism I am referring to.

[mflorell]

We have actually done exactly what you are describing with our Vtiger integration. We use this for emails and phone call logging.