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ComputertoTelephony
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multiple communications channel capabilities. LAN-to-PBX server functions ... CTI and TLC of Customers. Customers: most valuable resource ... – PowerPoint PPT presentation
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Title: ComputertoTelephony
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Computer-to-Telephony Integration (CTI)
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Computer-to-Telephony Integration (CTI)
- Chapter 12 Objectives
- Explain what the integration of computer and
telephony is doing today - Discuss the differences between the components
that were stand alone in the past and are now
integrated - Describe the components of CTI
- Explain where CTI might fit within an
organizations plan - Look at the various components that constitute
CTI and effectively select the pieces that fit
your need
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Computer-to-Telephony Integration (CTI)
- Interfaces that tie computer and telephone
network together - New interfaces and applications developed through
the years - Whole new industry has emerged
- New possibilities on approach to the office
- ANI and screen pop
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Computer-to-Telephony Integration (CTI)
- Database and screen pop
- Assumptions
- Customer calls from pre-specified location and
phone number - Any time customer calls, database is hooked and
brought to screen pop - Achievements
- Improved customer service
- Improved customer satisfaction
- Reduced number of incoming lines
- Reduction in number of agents to handle same
volume of calls
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High Speed Multimedia to Desktop
- Other applications
- Integrated PBX will become voice server on the
LAN
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Architecture of PBX
- Computer attached over same cabling system as the
telephone system - Architecture of PBX
- Contains high speed communications infrastructure
- ATM, SONET, FDDI
- Remote PC attached into PBX and onto high-speed
back plane - Router or bridge card functions between PBX and
installed LANs - Run 10/100/1000 Mbps to the desktop
- Feature access inside or peripheral to PBX
- Voice features
- LAN features
- Multimedia applications
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PBX-Type Features
- True communications server
- Trunk queuing Least-cost routing
- Automatic route selection SMDR
- Data communications environment
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Convergence
- Other Features in CTI
- Voice messaging hooked to the LAN
- Use ANI to call database, CLID to desktop
- display voice message queues (not msg. but info
about the msg.) - prioritize messages. in queue
- print out list of customers who called
- Hook to an automated attendant
- gather statistics, build database re who calls
what department - have database deliver all info about customer to
LAN terminal
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CTI Capabilities
- CTI can link
- multiple databases
- multiple communications channel capabilities
- LAN-to-PBX server functions
- PBX becomes voice server
- LAN server becomes PBXs database
- Corporate directories
- Departmental lists
- Product lines
- Other types of useful info
- Increases in productivity and customer
satisfaction
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Computer-to-Telephony Integration (CTI) Hype
- Extraordinary intensity and pace of business
- Demands on organization have escalated and must
provide for - Deal w/decision making at rapid pace
- Deal w/issues regardless of time availability
of executives - Continued restructuring and re-engineering fewer
people perform more functions - Technology as substitute for talent, skill
- Admin. Asst. must deal w/issues in absence of
senior staff - Last, but not least, insure availability of
required info to achieve these goals - Information a few keystrokes away
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CTI and TLC of Customers
- Customers most valuable resource
- Individuals to be treated specially because of
size and volume of business - Competition is fierce
- Customer loyalty shifts dramatically
- Changing market demands
- Due to downsizing, rightsizing, capsizing
- Plan to better satisfy customers needs by
- give unlimited access to employees
- employee has info readily available
- anticipate demand for products
- have tech support available
- consider customers success can be matched by
your ability to meet demands - anticipate needs demands so not exposed to
diminishing inventories nor JIT manufacturing
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Computer-to-Telephony Integration Links
- Linking Computers and Communications
- distributed computing, client/server architecture
- Emerging devices eMail, fax servers, voice
recognition and response enable customers to talk
to the server - New PC features
- extensive CPU power
- Sophisticated OS
- Integrated voice, sound boards
- Video conferencing
- Client/server software
- bring together computers on LAN and telephony
services inside the PCs or the servers - Integrated homogenous work group share,
transfer, add other departments
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Unified Messaging
- Connect to outside world
- Internet customers use telephony systems to
check inventories, etc. - Fax-back to obtain catalog information
- Electronic Data Interchange to place orders,
function as dynamic work groups, ordering and
payment processes - Intranets and infrastructures within an
organization - Internal organizations access same info as
customers - Via integration of communications systems and
capabilities of powerful desktops, pieces come
together - No more distinction between computing and
communications - Unified messaging employee available any time,
any place
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CTI The Technology Advancement
- Newer technologies enable customers to call
proceed through an organization - Key systems are also emerging as voice servers
- PBX is high end server on a digital trunk
- Directory Number Information System can direct a
call to - Specific group
- Technical support
- Marketing
- Professional ACD businesses serve many different
clients (DNIS indicates business called, POPup to
instruct agent how to answer)
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CTI The Final Bond
- TAPI
- Microsoft Corp
- Telephony application program interface
- Windows environment through GUI interface
- TSAPI
- Novell and ATT
- Telephony services application programmers
interface - Provide computer with telephony integration
capabilities from a LAN - Third-party call control
- Running on shared environment ( server based)
- No direct contact between users PC and telephone
interface - PC apps talk to server, which in turn, controls
phone switch - Server is the controller, sends order to PBX to
make calls or connections - Applications in server use call-monitoring
features within PBX, collect information
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CTI Applications
- Management of applications
- Application selectivity in CTI
- -enables supervisory monitoring
- agent performance, productivity
- -Determine workload requirements
- seasonal adjustments
- workflow scheduling
- -65 to 70 ad hoc management reports
- -Analyze abandoned calls
- -Integrate PBX and computer systems into one
homogenous unit - -Support to individual customizing of
applications
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CTI Technology Enhancements
- CTI original platforms high end or mid-range
(AS/400, DECVax, HP) - Expensive, sophisticated
- Server based now suits very small organizations
- CTI began through LAN technologies, not PBX
- Shift in focus PBX mfgs now developing CTI
interfaces or software via 3rd party developers - Result PBX can last longer by placing all the
users in single line sets and new features on CTI
implementations from a server - Less expensive
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CTI Other Technologies
- Telecom server on a LAN United applications in
single platform - Automated attendant voice messaging
- ACD IV Recognition
- IVResponse
- Difficult distinguish PBX performing CTI from
server performing PBX capabilities - Other features available on low end server
- Text to speech speech to text
- Directory services fax
- Fax-back mobile telephony
- Intranet access for catalogs
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CTI Summary Major Features
- Automated Attendant
- DSP compressing
- Integrated Voice Recognition and Response
- same technology as automated attendant and voice
mail - Fax-back and Fax processing
- DSP card can be programmed to function as fax
modem - Text to speech and speech to text
- E-mail and files can be read
- Optical character recognition
- DSP technology can change incoming fax into
document, incorporate into text-to-speech, etc.
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Computer-to-Telephony Integration Notes
- Notes for Chapter 12
