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13 CT Solution Examples
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We have now explored all the key concepts governing the implementation of telephone systems, the core telephony features and services, and the specific trade-offs with telephone products We have also learned about CT concepts, CT configurations, and CT software tools and interfaces It is therefore time to pull everything together and look at how the scenarios presented in 2 are actually built (You may wish to go back and review 2, sections 23 through 210 at this point) Each of the scenarios described earlier can be implemented in many different ways Just one of the possible solutions will be presented in this chapter for each scenario, in order to demonstrate how the technologies we have explored in this book can be applied Each solution involves a description of the corresponding CT system configurations and the software components used To keep the solutions as simple as possible, standard CT protocols were used in each case As we have seen, however, proprietary protocols can be accommodated in most situations using a variety of approaches
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131 Screen-Based Telephony
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Andrew, the PR manager for a large public relations agency, set up a CTI solution for himself It involved connecting his computer directly to his telephone station and using his off-theshelf contact manager along with screen-based telephone application software Andrew's scenario is summarized in Table 13-1 (Refer to 2, section 23 for the complete scenario description) Table 13-1 Screen-based telephony solution scenario Name: Occupation: Location: Switch: Telephone station: Type of computer: Type of CT Interface: Applications used: Andrew PR manager Corporate office PBX Proprietary digital telephone Desktop Direct-connect Screen-based telephone Contact Manager Implemented by: Customization: Future Plans: Benefits: Andrew N/A Implement on PDA for cellular phone and home phone Greater professionalism and responsiveness Realize better utilization of computer and telephony resources Improves efficiency and reliability Improves employee morale Reduces staff training times Inexpensive: uses off-the-shelf products
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1311 CT System Configuration
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The system configuration for Andrew's CTI solution is shown in Figure 13-1 Andrew implemented the solution by himself; he didn't have access to the switch, so a client-server solution was out of the question (and also outside his budget) Fortunately, the vendor of the switch that his company uses manufactures a telephone station peripheral for their proprietary digital lines This is hooked up between the switch and the telephone station as shown The telephone station peripheral connects to Andrew's computer using an RS-232 cable
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Figure 13-1 Screen-based telephony solution scenario configuration
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1312 CT Software Components
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The software components that complete Andrew's CTI solution are shown in Figure 13-2 The telephone station peripheral supports standard CTI protocols, so no proprietary software was needed for Andrew's computer Andrew chose the screen-based telephone application that best fit his needs and preferences; the application connected to the CTI functionality provided by the telephone station peripheral through the CT Plug & Play client implementation installed on his system Finally, both his contact manager and corporate directory database applications were already telephony-aware, so they were immediately able to take advantage of his new screen-based telephone application once it was installed
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Figure 13-2 Screen-based telephony solution scenario software
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132 Mobile CTI
Betty, the sales representative on the go, is the happy user of a sales-force automation solution that makes good use of CTI capabilities It is centered on a sales-force automation utility application that integrates customer and product databases, along with a screen-based telephone application and fax software Betty's scenario is summarized in Table 13-2 (Refer to 2, section 24 for the complete scenario description) Table 13-2 Mobile CTI solution scenario Name: Occupation: Location: Switch: Telephone station: Type of computer: Type of CT Interface: Applications used: Betty Sales representative On the road - hotel - airport - taxi Various Various Notebook Direct-connect (PC-Card modem) Sales-force automation application Customer and product databases Electronic mail software Fax software Screen-based telephone Implemented by: Customization: Future Plans: Benefits: System integrator Preferred a different screen-based telephone Infrared connections to pay phones and SVD Eliminate drudgery Fast, easy, and error-free dialing Calls placed using least expensive method Greater professionalism, consistency, and responsiveness Morale improvement
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