Inter-Tel computer telephony integration
Inter-Tel’s Open Applications Interface (OAI) creates a foundation for many of the industry’s most innovative applications. This originally started as simple desktop level integration by way of a direct phone-to-PC connection but quickly evolved into system level integration where network-based servers would connect directly to the PBX.
Computer telephony has brought the voice and data world together at the application layer. This allows for new functionality to exist that was otherwise impossible, spawning a whole generation of custom applications, specific to individual businesses, and mainstream products such as intelligent database queries to match callers with database records, advanced call routing, and the introduction of Unified Messaging. Computer Telephony is more powerful today than ever, due to the convergence at the network layer. This is making the foundation (OAI) more and more powerful as time progresses.
Inter-Tel CTI applications
CT Gateway
CT Gateway and switch transceiver software is used in situations
where a CTI application (using level 2 OAI) is working in a multi-node
environment. It unifies event streams from individual nodes into a seamless
flow of data, providing the CTI application in question with level 2
OAI information.
Active agent
This highly acclaimed software package automates your outbound call
centre or telemarketing activities, enabling dramatic increases
in productivity levels. Active Agent’s progressive dialling operation
has been shown in trials to increase the 20 minute talk time per
hour offered by manual
dialling to 40 minute’s or more.
CTI tools
Inter-Tel offers a range of CTI tools that enable the end user to
interface their existing CRM applications with the Inter-Tel Axxess System.
CTI tools include TAPI 2 Drivers, TAPI screen-pop software and the System
OAI Developer’s toolkit.
Attendant console (WOC)
Attendant Console version 3 is designed for use in both single and
multiple node environments. It provides a graphical user interface to
view the status of individual extensions. The user can call, transfer
or conference extensions using drag and drop icons. The Attendant Console
can also be supplied with a touch screen for even greater ease of use.
Hot desking
Hot Desking allows a user to log on to a phone anywhere on the Axxess
network and receive all of their normal traffic i.e. DDIs, internal calls
and voicemail calls. When a user is not logged on, calls received can
be forwarded to mobile, home or voicemail.
3rd Party CTI applications
Callview
Callview from SWAN Solutions is a vital
catalyst in the evolution of your business. It is a comprehensive CRM package
that can track calls
from cradle to grave with real time statistics and historic reporting.
Callview can even capture abandoned call details, enabling rapid
call back.
Modular in structure, Callview components can be purchased individually to customer’s requirements.
Callview express
Callview Express brings several features of the Callview applications
into one package. These features include screen popping, personal
call logger, personal navigator and DSS module.
Adaptive CTI
Adaptive CTI from New Media Software is available in three versions;
Basic, Standard and Professional.
- Adaptive CTI Basic provides on screen call control, extensions status and inbound/outbound and missed call lists.
- Adaptive CTI Standard also includes the ability to use CLI to screen-pop from a variety of databases
- Adaptive CTI Professional includes the ability to screen-pop any database using keystroke macros. A programmatic interface is also included that enables programmers to embed CTI functionality into their own programs.
SmartPhone
The SmartPhone from OAK Telecom brings together your computer
with your telephony infrastructure whilst offering serious
business benefits.
There are two versions of the software: SmartPhone and
SmartPhone Pro. SmartPhone offers the base client telephony features
while SmartPhone Pro
offers and extended feature set.