We had Nortel develop an application using CCT 5 SDK to capture the caller details from IVR. We've developed our own DLL that inputs the data in our .NET based agent desktop.
We used the application before we put the agent desktop in production as well. But then we used a different DLL that inserted the call details into the backend system by simulating keystrokes.
We have also made a login feature since the agents sits on different seats / uses different terminals.
