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CTI Data Connector OEM Edition

CTI Data Connector OEM Edition. The CTI integration in your software application. A typical situation. Your customers wish to use CTI (Computer Telephony Integration) functions This requires specialized know-how at your software development department

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CTI Data Connector OEM Edition

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  1. CTI Data ConnectorOEM Edition The CTI integration in your software application..

  2. A typical situation • Your customers wish to use CTI (Computer Telephony Integration) functions • This requires specialized know-how at your software development department • Your customers have different CTI servers and telephone systems installed • There is no standard within telephone systems • Your customers use multiple databases for storing addresses. The CTI application should use these databases

  3. The solution • CTI Data Connector (CDC) • Connects your application to any CTI server • Middleware for your application • Easy integration of any database with direct access or a layer and integration of Outlook contact folder(s) • Integrates smoothly – you can configure nearly everything (logo, internet address, programme name etc.)

  4. CTI concepts – short overview A CTI application can make connections between a PC and a telephone system in 2 ways: • First Party – local connection between PC and phone • Third Party – connection direct at the telephone system (PBX) with a CTI server

  5. First Party Phone with TAPI interface V.24 / USB The connection between PC and phone is implemented with a serial interface or USB. The phone must have a TAPI interface

  6. When choose First Party? • If a PBX does not provide Third Party connections • If you have less than 15 to 20 users - the First Party solution is considerably cheaper Newer ISDN phones have already a TAPI interface integrated. A re-fitting costs between 50 and 100 Euro.

  7. Third Party • Components: • Telephone system • Phone • Server • PC • Network • Connection PBX / CTI Server • Protocol ISDN cardV 24Ethernet CSTA or proprietary protocol

  8. Third Party A central connection between PBX and PC network with a CTI server Advantages • Easy integration • PC and phone are a logic unit • No connection (cables) at the workstation necessary • An nearly unlimited amount of users possible • The existing phones can be used

  9. DB n DB 2 (First Party) DB 1 Outlook ADO Database Layer (optional) CTI Server (Third Party) MAPI TAPI XML TAPI XML / DLL Legacy Application CDC Concept C D C

  10. The 2 CDC modes • CDC works in the background as amiddlewarebetween the legacy application and the CTI server • CDC can be brought into action at every workstation, where the legacy application is not installed – Standalone Mode(Client software with frontend)

  11. Functions of CDC (Standalone Mode) At all workstations without a legacy application • Offers complete functions of a telephone software • Outgoing calls • Incoming calls • Phone book with addresses from the legacy application (n databases) and Outlook • A list of all ingoing and outgoing calls • Private phone book • Phone notes are stored back in the legacy application through a XML file. If the caller address is stored in Outlook, the phone note is stored in the journal and task list

  12. An example A workstation without the legacy application wants to make a telephone call • Activate CDC by clicking the icon in the system tray • Make a search in the legacy databases and Outlook using the phonebook

  13. Phonebook You can access the addresses from the legacy databases and Outlook through the phonebook Legacy DB Local DB with private Addresses Outlook

  14. An example A workstation without the legacy application wants to make a telephone call • Activate CDC by clicking the icon in the system tray • Make a search in the legacy databases and Outlook using the phonebook • Double click to make the connection • Write the telephone note in CDC

  15. Telephone note Write a telephone note during a call

  16. Follow-up memo Enter a follow-up memo and send it to a colleague

  17. An example A workstation without the legacy application wants to make a telephone call • Activate CDC by clicking the icon in the system tray • Make a search in the legacy databases and Outlook using the phonebook • Double click to make the connection • Write the phone note and follow-up memo in CDC • CDC stores the telephone note and the follow-up memo in a XML file (cdcjobs.xml) and automatically activates a component for saving the data in the Legacy Application

  18. Outgoing callPhone number Database Database index of the address Address in plaintext Customer number Database index of the contact person Contact person in plaintext Additional information of the call Telephone note with follow-up and additional information <JobKey>20020123162838856787</JobKey>   <hTapiCall>18036</hTapiCall>   <JobMode>2</JobMode> <ForeignTel>0044734273833</ForeignTel>   <Profile>Applikation 1</Profile>   <ADRKey>11995106183752</ADRKey>   <ADRText>United Whisky Destilleries Ltd. Freemont Tower 3 Perkens Bridge GB-Windsor SL4 4QQ</ADRText>   <CustomerID>D200004</CustomerID>   <ASPKey>102000032012145314</ASPKey>   <ASPText>Mr. Bob Sprith</ASPText>   <ASPFound>-1</ASPFound>   <ADRFound>-1</ADRFound>   <Date>23.01.2002</Date>   <Time>16:39:20</Time>   <StartTime>16:36:37</StartTime>   <EndTime>00:00:00</EndTime>   <Activated>-1</Activated>   <Completed>0</Completed>   <ManKey />   <ManText />   <Note>talked about qoutation. Make appointment for a workshop with CDC</Note>   <OperatedByKey />   <OperatedByText />   <OperatedForKey />   <OperatedForText>Mrs. Irene May</OperatedForText>   <ReportKey>3</ReportKey>   <ReportText>Outgoing call</ReportText>   <ActionKey>13</ActionKey>   <ActionText>make appointment</ActionText>   <ActionForKey>102000032012145314</ActionForKey>   <ActionForText>Bob Sprith</ActionForText>   <PriorityKey />   <PriorityText />   <ActionDate>25.01.2002</ActionDate>   <ActionTime>08:00:00</ActionTime> Content of XML file CDCJOBS.XML

  19. Incoming calls • Identification of incoming calls • All phone numbers of an address • All phone numbers of a contact person • All phone numbers of the personal phonebook • All phone numbers of Outlook

  20. An example An incoming phone call at a workstationwithout the legacy application • CDC receives a phone number from the CTI Server • CDC access the legacy database with ADO or with an object module • CDC makes a smart search in the legacy database and Outlook • The caller is displayed with his contact information at the screen

  21. Incoming call All data of a caller at a glance (Contact person not identified)

  22. An example An incoming phone call at a workstationwithout the legacy application • CDC receives a phone number from the CTI Server • CDC access the legacy database with ADO or with an object module • CDC makes a smart search in the legacy database and Outlook • The caller is displayed with his contact information at the screen • Write the phone note and follow-up memo in CDC • CDC stores the phone note and the follow-up memo in a XML file (cdcjobs.xml) and automatically activates a component for saving the data

  23. Additional functions CDC offers in the Standalone Mode additional functions

  24. Calling list The calling list shows you information about a caller and whether you have answered the call or not

  25. Dialing with your phone • You dial the phone number manually • CDC identifies the address of the person you are calling and displays the address • This function is also available if you use CDC as a Middleware

  26. Redial list The redial list shows you all outgoing calls

  27. Shortcuts Your personal speed dialing list Internal phone numbers and private phone numbers

  28. Dialer Dial a VANITY number (text is translated in numbers - Mirage = 647243) Dialer

  29. More Highlights • Dial within an application with a Hotkey – just higlight a phone number and press a shortcut • Dial within the Browser with right mouse click • Dial with a file (if the main application does not support DLL integration) • Signals a call with Fade IN technology down right in the system tray

  30. Functions of CDC(Middleware) As a Middleware application, CDC is smoothly integrated in the legacy application and works invisible in the background • Incoming Call • Caller identification with database 1 to n and Outlook • Handing over the caller data via XML to the legacy application • Start the legacy application • Outgoing calls • The legacy application calls CDC and hands over the phone number • Establish the call • Outgoing calls – manually dialing with the phone • Identification of the person you call and handing over the data to the legacy application • Additional functions • List of all outgoing and incoming calls • Private phone book • If the caller address is stored in Outlook, the phone note and the follow-up memo is stored in the journal and task list

  31. The legacy application hands over the phone number via DLL to CDC CDC prepares the phone number in an international format and takes account of special configuration parameters of the PBX CDC communicates with the CTI Server The call is established. CDC gives the caller information to the legacy application via XML file The legacy application displays the address 0751/4422-27 #0049751/442227 cdccalls.xml TAPI An example Making a call from the legacy application

  32. <JobKey>20020123155640253814</JobKey> <hTapiCall>16047</hTapiCall> <JobMode>1</JobMode> <JobState>2</JobState> <ForeignTel>0044734273833</ForeignTel> <Profile>Application 1</Profile> <ADRKey>11995106183752</ADRKey> <ADRText>United Whisky Destilleries Ltd. Freemont Tower 3 Perkens Bridge GB-Windsor SL4 4QQ</ADRText> <CustomerID>D200004</CustomerID> <ASPKey>102000032012145314</ASPKey> <ASPText>Mr. Bob Sprith</ASPText> <ASPFound>-1</ASPFound> <ADRFound>-1</ADRFound> <Date>23.01.2002</Date> <Time>15:42:56</Time> <Choices /> <Contacts /> Content of XML file cdccalls.xml Incoming call Call is active Phone number Database Database index of the address Address in plaintext Customer number Database index of the contact person Contact person in plaintext Additional information of the call

  33. CDC receives a phone number from the CTI server and trims prefixes CDC accesses the legacy databases 1 to n via ADO CDC searches in the legacy databases 1 to n with smart search Preparing the phone number in an international format It the phone number is not stored, CDC tries to get the next suitable phone number (e.g. headquarter) If there is no hit in the legacy database, CDC searches in the Outlook contact folder(s) The identification of the caller and the company address is stored in an XML file CDC calls a programme component of the legacy application to display the address of the caller 00751442227 -> 0751442227 0049751442227 Search 0049751442227, 004975144222, 00497514422, 0049751442 cdccalls.xml call Legacy Applikation1 An example An incoming call

  34. How do you integrate CDC in your application? • Outgoing Calls • Right mouse click, option Make Call and sending the field content (=phone number) to CDC • Make a button for dialing after each telephone field • You use already the standard Windows function for dialing? Then you can configure CDC to handle all outgoing events for TAPI. You don’t need to modify your software. • Incoming Calls • Read the XML file • Display the caller (address, customer ID etc.) • Let the user choose to swap to the customer file, order processing, outstanding items or technical database Sample Code for incoming and outgoing calls in VB 6 is provided with the SDK

  35. 100% OEM Version CDC can be customized in a lot of ways • Programme name (title) and name of the exe file • Web address • Company name • Programme manager group • Splash screen • All file names (including dll´s) • Desriptions in the help file • Registry (..\software\YourCompany) • Installation programme

  36. Developer Kit • Personalized demo version • Sample applications in VB6 for handing over calls and storing information • Telephone simulator • Installation Software, configurable with setup file • Access to DLL functions • German and English version • Developer documentation (English) • Step by Step guide describes each integration step (English) • Online help – (German/English) • Source Code CDC (optional, Visual Basic 6) • Developer Kit can be used at an unlimited number of developer PC´s

  37. Advantages at a glance • No CTI know-how is necessary • Runs with all telephone systems which support TAPI 2.x • Company wide usage of CTI (with the CDC client in the standalone mode) – gives a great benefit to all users because they have a centralized access to the address pool • Marginal development costs for the integration of CDC • Ready to go – CTI is available right away

  38. The next step You want to integrate CTI in your software? Then contact us! Sales@Mirage-Systems.de

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