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 Server

The DTK software provides a highly extensible platform by utilizing configurable “Connectors”. Each “Connector” provides specific functionality enabling rapid and flexible integration. Client DTK is an optional component that complements DTK server and is implemented to support client side application integrations.

Description

The DTK with Zendesk and Telephony connector(s) provides integration between your telephony system and your Zendesk environment. The DTK supports searching, displaying, and creating Zendesk items based on the call data associated with a voice call. Leverage the information collected within your IVR, Voice Portal, ACD, databases, and web services to "Screen Pop" the agent's Zendesk session with new or existing Zendesk users, tickets, and more. 

The integration provided by the DTK is two-way and supports the updating of the call data within your telephony system and other contact center systems with Zendesk data. This enables Zendesk user and ticket data located or created during the existing call to be made available to other agents that may handle the call via transfer or conference. The DTK also supports connectors to many 3rd party applications, platforms, databases, and web services enabling data to be easily shared between these systems and your telephony environment.

Architecture Features

Technological changes brought about by product updates, vendor replacement, as well as mergers and acquisitions are costly and unavoidable. DTK has been designed from the ground up to be a powerful, flexible, and cost effective integration solution that minimizes time, effort, and expense of adapting to new or different technologies.

At the heart of DTK is a core that:

  • Optimizes performance by employing an Event-centric architecture
  • Delivers tremendous flexibility and adaptability through configurable “Connectors”
  • Utilizes a Service Oriented Architecture
  • Employs and facilitates agile integration strategies and practices
  • Provides centralized logging and solution metrics
  • Minimizes integration time and expenses
  • Leverages decoupled architecture enabling “Connector” reusability

DTK Connectors are the “eyes and ears” of the DTK and are responsible for:

  • Producing and consuming events for specific products and applications
  • Filtering source events to minimize system activities
  • Providing and requesting services specific to applications
  • Translating data between sources
  • Encapsulation of unique system functionality
  • Consistent event structure across various vendor telephony platforms (Cisco, Avaya, Asterisk etc.).

“Adapt or perish, now as ever, is nature's inexorable imperative.” - H. G. Wells

“It is not the strongest of the species that survives, nor the most intelligent that survives. It is the one that is the most adaptable to change.” - Charles Darwin

Related resources

 Softphone for Zendesk

A DTK enabled softphone that runs as a Zendesk application is available. Current version of the softphone supports Cisco CTiOS with support for Asterisk, Avaya IP Office, Avaya Aura, and Avaya CS1K available on request.