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Server-Based solutions 7 Computer Telephony Integration
Overview
555-233-001 — Issue 2 — November 2000
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Third-Party applications
All of the third-party CTI applications currently supported by DEFINITY are also
supported by DEFINITY ONE, except for those that require adjunct routing. The
following is a list of some CTI applications that are currently available. Availability
varies by country.
• Intuition
Intuition is designed to be a cost-effective software application providing easier
entry into CTI for small Call Center customers. Intuition automates the business
process by using sophisticated rules-based intelligence. It “listens” for events
such as inbound and outbound calls, Dynamic Data Exchange (DDE), hot key and
time-based events, then applies the rules you define. For example, you can define
an Intuition Rule that runs a script or opens a spreadsheet when you get a call
from a stockbroker.
While Intuition is similar to Sixth Sense, Intuition integrates closely with
SoftPhone Agent v.5 and includes the following new features:
~ Script Recorder for creating scripts by recording user keystrokes
~ Simulation for telephony events
~ Auto-attendant support for scriptless call handling
~ Enhanced User Interface
• FastCall Agent 3.0
FastCall Agent is the next generation of Avaya’s CTI middleware product called
FastCall. The new release is designed to offer even easier installation and
usability. FastCall Agent provides a broad range of CTI functionality without
requiring changes to applications or development of custom software programs.
FastCall Agent resides between the telephone system and computer applications –
thus the term “middleware.” This approach allows the agent to enable these
applications with inbound and outbound CTI capabilities without computer code
changes within the application itself. This provides a great degree of flexibility
for companies with multiple departments, particularly when each department has
a different application.
In addition, changes to the application do not affect FastCall Agent. FastCall
Agent can be reconfigured to adapt to a new application quickly and easily.
FastCall Agent “screen pops” populate a call center agent’s Windows-based
application screen based on the calling number (ANI), called number (DID,
DNIS, ACD group, or other telephone system identifier), or the caller’s touch
tone input as the incoming call is received. These applications could include
databases, help desk packages, sales force automation programs, personal
information managers (PIMs), contact managers, word processors, spreadsheets,
customized inquiry systems, or a combination of these applications.