For IT/Integrations
For IT: integrations
Integrations: what we read and how.
Effecta Connect is a gateway on top of your existing sources. Through connectors it reads real-time and historical data from your contact centre, your directory and your databases, and puts it on dashboards, in the phone directory and in the duty roster. Below you can see per system what we read, for which module and whether the integration is live. Each system has a page with the details for IT: permissions, network, requirements.
- A read-only account or API access is enough
- No conversation data stored
- On-premise or hosted, SSL
- 12 integrations available
Overview
Per system: integration, modules, status.
| System | Integration | Modules | Status |
|---|---|---|---|
| Cisco UCCX | real-time and historical, forwarding of duty numbers | Dashboards, Shifts | Live |
| Avaya Aura | real-time | Dashboards | Live |
| Avaya CMS | real-time | Dashboards | Live |
| Genesys Cloud | real-time | Dashboards | Live |
| Genesys PureConnect | real-time | Dashboards | Live |
| Mitel | real-time | Dashboards | Live |
| Microsoft Graph / Entra ID | directory, presence, SSO | Contacts, Dashboards | Live |
| Myconnect Telepo | real-time | Dashboards | Live |
| Univerge Blue | real-time | Dashboards | Live |
| REST API | any source with an API | Dashboards, Contacts | Live |
| SQL Database | any source with SQL | Dashboards, Contacts | Live |
| ServiceNow | integration via API | on request | Live |
| Enreach | real-time | Dashboards | In testing |
| Other source | custom widget | Dashboards | On request |
Real-time: the connector reads the current queue and agent data. Historical: reports over longer periods too, as an add-on to Dashboards; currently available for Cisco UCCX. Directory: source for the phone directory in Contacts. Forwarding of duty numbers via Shifts is available on Cisco UCCX and on request for other environments.
Integration pages
The details per system, for IT.
Cisco UCCX
Real-time and historical reading of CSQ and agent data. Shifts automatically forwards duty numbers to whoever is on duty.
View the integrationAvaya Aura and CMS
Aura and CMS real-time. Skill and agent data on wallboards, management screens and the Agent Dashboard.
View the integrationGenesys Cloud and PureConnect
Genesys Cloud real-time through the API, PureConnect real-time. Side by side during a migration too.
View the integrationMitel
Real-time queue and agent data from your Mitel environment, without changing anything in the exchange.
View the integrationMicrosoft Graph and Entra ID
Entra ID as the source for Contacts, presence from Graph on Dashboards, single sign-on for everyone.
View the integrationOther source?
Then we build a widget.
We already read Myconnect Telepo and Univerge Blue. If your source has a REST API or an SQL database, we connect it directly. If your system is not listed, we build a custom widget.
Book a technical intakeWant to see first whether it works on your environment?
A Proof of Concept is usually sorted in an afternoon. IT approves a read-only account, we do the configuration.
- No conversation data stored
- No vendor lock-in
- Data processing agreement as standard