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NStar CTI Training

NStar CTI Training. Manoj Kulaspurkar. What is CTI. CTI means Computer Telephony Integration between an Organization's Telephony system and Computer / CRM / Agent Desktop system. The Telephony system consists of PBX/ACD/IVR/Routing application etc The Computer System Consists of

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NStar CTI Training

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  1. NStar CTI Training Manoj Kulaspurkar

  2. What is CTI • CTI means Computer Telephony Integration between an Organization's Telephony system and Computer / CRM / Agent Desktop system. • The Telephony system consists of • PBX/ACD/IVR/Routing application etc • The Computer System Consists of • CRM Application, Database and Agent Desktop application (thin or thick client) • The CTI Middleware is a TAPI based software programming interface which connects to PBX using a CTI link and converts Hardphone commands and events to Softphone commands and events. • The CTI Middleware sends Softphone commands from Agents Desktop application to Hardphone / PBX like Login /Logout/ Not Ready / Ready / Transfer etc. • CTI Middleware sends Hardphone Events from Phone/PBX like EventRinging / EventAnswer to the Desktop / CRM application to do screen pops or other activities on CRM application. • CTI is used primarily in Contact Center Environments for Inbound or Outbound calls • CTI brings efficiency to Contact Centers and decreases the average call handling time for an inbound or even outbound calls. • CTI makes the work of a Contact Center Agent easy by doing some automation of work like screen pop of customer account and other activities which need to be done manually. • CTI provides a Softphone on Agent desktop with all and more features than Hardphone. • CTI does automatic answering calls and auto login / logout etc on to Softphone & hard phone as agents login to CRM application. • Important Components affecting CTI Integration are: • PBX / Switch / ACD / Network • IVR for Data Collection • CTI Middleware like CT Connect • Skill based Routing if no ACD • CRM Application • Desktop Application

  3. NStar Telephony

  4. CRM INTEGRATION

  5. CTI ARCHITECTURE (probably)

  6. CT Connect Configuration

  7. Sample CT Connect Configuration

  8. List of Questions • Whats the Version and patch for Envox CT Connect and version of Oracle Telephony Adapter Server (OTAS)? 6.1 • Does NStar use only Envox CT Connect for CTI or does it use Envox Call Information Manager (CIM)? No • If no Envox CIM then which component is passing the IVR call data from IVR/PBX to Oracle CRM? • Does Oracle Telephony Adapter Server (OTAS) connect to CT Connect directly and what connection (TCP/IP)? • Or is there an adapter between CTConnect and OTAS? • Is the IVR infront of Switch or Back of Switch during call flow? • Is there an Integration between OTAS and IVR by passing CTConnect? • Who does the call routing Avaya Definity ACD or Routing in OTAS and skills / groups defined ? • Agent Login / logout / Change state / Transfer / Dialing etc screen shots • Does dial out of call center to customers using softphone? • Whats kinds of transfers used with softphone? • Technical / Design Docs or Screen shots of the CT Connect Configuration / OTAS Configuration and Oracle CRM and Telephony desktop client.

  9. Answers • Whats the Version and patch for Envox CT Connect and version of Oracle Telephony Adapter Server (OTAS)? •   Is it CT Connect v.5.0 or it has been upgraded.  •   Can you please clarify what is meant by CT-CONNECT Patch here...  • OTAS version I will come back whether we applied any patch after 11.5.10 CU-2 •    For your information, CT Connect version is 6.1 • Does NStar use only Envox CT Connect for CTI or does it use Envox Call Information Manager (CIM)?  •  It uses Envox CT-Connect, which was mentioned in transition.. Call information manager we are not using.............. • If no Envox CIM then which component is passing the IVR call data from IVR/PBX to Oracle CRM?  •    I already mentioned this also. Here IVR is running in server mode, WebMethods is throwing IVR data packets... • Does Oracle Telephony Adapter Server (OTAS) connect to CT Connect directly and what connection (TCP/IP) or is there an adapter between CTConnect and OTAS?  •   I clearly mentioned Oracle standard configuration. •    I would like to know what is meant by TCP/IP configuration. •     Adapter for Intel NetMerge Call Processing Software  adapter provided by Oracle has been used for configuration, which is standard.

  10. Answers • Is the IVR in front of Switch or Back of Switch during call flow?  • Can you please clarify this? What is meant by infront OR Back. If I understood correctly, IVR is maintained by AT&T we are collecting the data packets.  • Is there an Integration between OTAS and IVR bypassing CTConnect?  • I need to discuss with you on this? We discussed already and your understanding is needed here.  • Who does the call routing Avaya Definity ACD or Routing in OTAS and skills / groups defined ?  • We mentioned Enhanced Passive mode...  • Does dial out of call center to customers using soft phone? • We implemented Advanced inbound and this is inbound call center  • Whats kinds of transfers used with soft phone?  • Can you please let me know different transfers.. I may classify depending on the same. I am not clear with your question

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