Computer Telephony is an industrial term for the integration of computer system and telephony devices, known as CTI.

CTI software's primary purpose is to enable the company to control a telephony device inside an agent’s workstation, or to control a shared telephony resource (i.e., PBX, telephony server, etc.) across a local area network (LAN) or even the Internet. This capability permits the company to separate the display/control interface from the telephone, and eliminates the need to buy expensive, proprietary telephone handsets to gain enhanced display and call control features. Additionally, a computer can display much more information, in a more self-explanatory fashion, than a telephone LCD display, so a company can employ CTI software to provide agents with more information, and more control over their incoming and outgoing telephone calls.

CTI – Call Monitor

All The given Modules are available both for supervisor and Agent. Server will automatically manage all on line agents using their relevant system IP addresses and windows win-socket technology with full security. Server is also responsible for complete voice and data synchronization.

Supervisor Console

Real Time Call Logger

Station Number
Log Date

Log Time

Call State – Internal and External

Call State Duration

Call Type

Call Type Duration

Caller Id

Called Id

Redirecting Id

Redirection Id

Real Time Station Status

Real time station status for all stations with following display.

Station Number

Trunk ID

Log Date

Log Time

Call State – Internal and External

Call State Duration

Call Type

Call Type Duration

Caller Id

Called Id

Redirecting Id

Redirection Id

ON Line Real Time Station and Call State Counter

On Line Real time stations and call states counter for all stations with following display and Graph

Call State – Internal and External

Graphs

3-D Bar, 2-D Bar, 3-D Line, 2-D Line, 3-D Area, 2-D Area, 3-D Step, 2-D Step, 3-D Combination, 2-D Combination, 2-D Pie, 2-D XY

ON Line Real Time Station and Call Type Counter

On Line Real time stations and call Types counter for all stations with following display and Graph

Call Type

Internal Incoming, Internal Incoming forward,

Internal incoming conference, Internal Outgoing,

Internal Outgoing forward, Internal outgoing conference,

Internal call lost

External Incoming, External Incoming forward,

External incoming conference, External Outgoing,

External Outgoing forward, External outgoing conference,

External call lost

Unknown

Graphs

3-D Bar, 2-D Bar, 3-D Line, 2-D Line, 3-D Area, 2-D Area, 3-D Step, 2-D Step, 3-D Combination, 2-D Combination, 2-D Pie, 2-D XY

ON Line Real Time Longest Call State Duration

On Line Real time Longest Call State Duration with Log Date, Log Time , Caller Id and Called Id for all stations with following display and Graph

Call State – Internal and External

Idle, Offering, Accepted, Dialtone, Dialing, Ring back, Busy, special Info, Connected, Proceeding, On hold, Conference, On holdpend conf,

On holdpend transfer, Discontinue, Unknown

Graphs

3-D Bar, 2-D Bar, 3-D Line, 2-D Line, 3-D Area, 2-D Area, 3-D Step, 2-D Step, 3-D Combination, 2-D Combination, 2-D Pie, 2-D XY

ON Line Real Time Calls Management System

Display All Stations with station numbers

Back Colors indicate Call State Status

Fore Colors Indicate Call Type

Back color and Fore color change real time on each activity

Caller ID

System utilizes your telephony device and Caller ID detection (also known as Calling Number Delivery) to identify incoming telephone callers. Caller ID is a service that lets you screen your calls, so you only answer the call when you want to. The program maintains a telephone caller ID database including custom sound alerts for a caller, as well as Picture and other caller's details. It provides a per-caller customizable ring alert tone and a pop-up window to notify you about an incoming call.

Call can be accepted or rejected by you or by the program. You won't even hear rings from blocked callers, once they are identified. The program is able to block unwanted calls, including blocked (private) numbers, out of area calls and those calls that were not identified.

System works with Number Only Caller ID service as well as with Name and Number service. It is able to match the phone number against names that you store in a phone book. This allows users to view the number with the name as it appears in CLI or it can be replaced by the name specified in the phone book for the mentioned number.

Identifying who's calling

Caller ID informs you, who's calling before you answer

Three types of incoming calls: white listed, normal and block listed

International phone numbers and dates supported

Customized formatting of telephone numbers and Caller ID names

Audible warning when incoming call is detected

Customized individual Greetings and Incoming Ring tones for each caller

Complete history of all calls received or made

Call Management (PC Based Console)

Accept
Answer
Hold
Un hold
Hang up
Dial
Make Call
Transfer
Redirect
Conference

Real time Agent Console

Multiple Agents can utilizes their LAN / WAN and PC based consoles to handle their calls. CTI Server Real time serves each agent with complete call information and call logging. Call State and Call Type indicators indicate real time calls status with back color and fore color indications.

Compatibility

Siemens

Panasonic

Nortel

Database Interface

Microsoft Access

Microsoft SQL database

System Requirements

Windows.

Pentium or above with at least 1 GB RAM (higher requirements apply for multiple line installations).

TAPI compliant (100%) telephony device. This includes most voice modems (2000/XP only) or a professional telephony card (e.g. Dialogic etc.) or PABX ( e.g. Siemens, Panasonic etc.).

[Optional] Internet Connection [to forward by email]

[Optional] Website (on local or remote server) [for Internet Access Pages]

[Optional] LAN / WAN network .

How It Works

Download Interactive Presentation ( Need Explorer 6 or Windows Media Player 9)

IP-Centric IP-Enabled