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1321 CT System Configuration
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The CTI system configuration for Betty's CTI solution is shown in Figure 13-3 It takes advantage of the primitive and yet functionally sufficient capabilities of the PCMCIA fax modem that is installed in her notebook computer The system integrator who built the solution chose this particular modem because it supported the standard CTI protocols in addition to supporting the standard, Hayes-compatible AT commands Using CT Plug & Play components rather than API-specific code allows for components to be exchanged by users of different platforms, and also allows use of infrared and other devices as they become available
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Figure 13-3 Mobile CTI solution scenario configuration
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1322 CT Software Components
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The software components that complete Betty's CTI solution are shown in Figure 13-4 From Betty's perspective, the principal interface to the solution is the sales-force automation utility application, written by the system integrator using high-level scripting tools This interacts with the various database, fax, and electronic mail software that are included in the solution by means of platform-specific scripting techniques It integrates with the screen-based telephone application using the platform's high-level programmatic CTI interface The CTI client implementation uses standard CTI protocols to access the modem It also has a value-added feature: It supports dial-plan management and can translate between canonical phone numbers (provided by the screen-based telephone application) and the appropriate dialing digits for the given location
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Figure 13-4 Mobile CTI solution scenario software
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133 Power Dialing
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Chuck, the individual working in the accounts receivable department, now uses a specially developed screen-based telephone application that includes predictive dialing to track down customers with past-due accounts Chuck's scenario is summarized in Table 13-3 (Refer to 2, section 25 for the complete scenario description) Table 13-3 Power dialing solution scenario Name: Occupation: Location: Switch: Telephone station: Type of computer: Type of CT Interface: Applications used: Chuck Accounts receivable Corporate office PBX Proprietary digital telephone Multi-user Client-server Accounting software Special predictive dialing SBT Implemented by: Customization: Future Plans: Benefits: Corporate IS department N/A Personal computer-based system Eliminate drudgery/improve morale Speeds work process Saves money and time Easy to develop and use
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1331 CT System Configuration
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The system configuration for Chuck's CTI solution is shown in Figure 13-5 The accounting software currently used by Chuck's group runs on a multi-user computer as shown It connects to a CTI server which, in turn, has access to the CTI interface on the PBX being used
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Figure 13-5 Predictive dialing solution scenario configuration
Figure 13-6 Predictive dialing solution scenario software
1332 CT Software Components
The software components that complete Chuck's CTI solution are shown in Figure 13-6 In this case, one of the standard CTI protocols is being delivered from the CTI server using a TCP/IP connection The multi-user computer is not running one of the common personal computer operating systems, so there are no high-level CTI APIs or
off-the-shelf CTI software For this solution, the corporate IS department has custom-written a simple screen-based telephone application that works in conjunction with the accounting system and utilizes the low-level programmatic CTI interface exposed by the CTI client implementation This software is built around use of the switch's make predictive call service
134 Personal Telephone System
Debbie, the work-at-home consultant, set up a CT solution for herself that involved installing a personal PBX for her home By maximizing the utilization of two telephone lines, she saved the expense of having to install a third phone line The personal PBX also provided a number of other significant benefits Debbie's scenario is summarized in Table 13-4 (Refer to 2, section 26 for the complete scenario description) Table 13-4 Personal telephone system solution scenario Name: Occupation: Location: Switch: Telephone station: Type of computer: Type of CT Interface: Applications used: Debbie Consultant Home office Personal PBX Analog POTS telephone Home computer Direct-connect Client database Time and billing database Voice mail software Call logging software Screen-based telephone Fax software Implemented by: Customization: Future Plans: Debbie N/A Digital system
(table continued on next page)
(Continued) Table 13-4 Personal telephone system solution scenario Benefits: Makes home business possible Saves money Saves time Easy to develop and use Provides privacy and enhances professional image
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