Looking for some pointers for How to go about testing CTI integration (tsapi or jtapi) from an AVAYA phone network with a CRM application Verinit (KANA).
We have already recorded the CRM application on the user desktop with web\http protocal, but I'm not sure how to go about integrating telephony into my scripts.
The telephony integration takes place on the application server, so the logged in user will get fed caller id details automatically. I can record that action from the desktop, but I'd like to be able to vary the numbers used in the test.
I'm at the start of this, and looking for some direction or ideas, sorry if the question is a bit vague - I'm really looking for suggestions on approach or a case study.
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