Wersja z 11:16, 7 sty 2014

Introduction

ConsoleCTI

Integrated PC - phone system supporting usage for lines functionality - new service available in Slican PBX's - on PC used by PBX extension. It presents all states and services with the associated phone. It allows to handle PBX traffic using touch panel or PC mouse instead of phone keyboard. It has many additional features that facilitate cooperation with phone, eg. handling calls on PC monitor, customizable contact list, calls history, onscreen keyboard and phone book. The program is the successor of TouchCTI application available in 4.xx and 5.xx firmware version. Application is licensed depending on the number of CTI stations.

Lines functionality

The main task carried out by the lines is to group multiple calls routed by the mechanisms of incoming traffic (eg, a table of incoming traffic, static path routing) or internal to a single number called. line, with a fixed number of channels (the number of channels determines the number of possible simultaneous conversations).All connections can be simultaneously observed and handled by many consultants using Slican system phones (so-called 'friendly phones'). Each of them gains the ability to view the caller's number and choice of the customer to handle in the first place. You can create multiple lines and freely assign them to specific phones.This allows to create groups that support different issues. Handled connections can be temporarily parked or transfered until execution by another person. For outgoing calls, consultants can make calls through the reserved line, allowing the presentation of her number. By hiding own number agents avoid callback directly to his number. Callbacks will be directed back to the line number.

Implementation

Implementation examples:

• Emergency Communication Centers (ECC), Dispatch Centres
• Customer Call Centers in large institutions, such as: hospitals, office buildings, schools, offices, banks
• Marketing and telemarketing Company's
• All kinds of solutions CallCenter like
• Places handling large incoming traffic
• Secretary - Directors sets

Functionality

Lines and ConsoleCTI application are used to assist phone stations in:

• handling a large amount of incoming calls by many consultants,
• the distribution of traffic on the group calls on the various issues,
• initializing outgoing calls with the presentation of a single number,
• assist in the activities: receiving, parking and call transfer,
• presentation of call states (incoming, outgoing, suspended)
• information on the time of call, duration, the person receiving, the method of use and the type of connection,
• presentation of states of extensions (free, busy, DND),
• caller ID,
• parked calls management,
• browsing phone books of extensions and public phone books in PBX,
• searching call history,
• recording and listening to the consultations.

Requirements

Instalation

Launching the application

Application structure

Application settings

Call handling