Transcript TDE - multiport.com.br

Distribuidor Autorizado
KX-TDE
Hybrid IP PBX
Features
Part 3
Understanding the TDE Series
Dec-2009
2009 Edition
VII
Computer
Telephony
Integration
1. What is CTI?
Computer Telephony Integration
Computer Telephony Integration
(CTI) is the technology that brings
the best of telephony and
computers together providing
powerful and simple productivity
enhancements. The combination
of the two systems requires
Telephony Application
Programming Interface (CSTA)
drivers - provided by Panasonic.
With CTI, users can initiate calls
via their PC, view Incoming call
notification (Screen-pop),
integrate with company
databases, and much more.
There are two types of TAPI configurations possible:
1st Party involves direct connection between a
Telephone (e.g. Panasonic KX-DT336/T7633)
and PC (using KX-DT301 USB interface). Basic
CTI applications such as Microsoft Dialer,
Outlook and others readily available can be used.
3rd Party CTI
1st Party CTI
CTI server 3rd
TDE PBX Party software
TDE PBX
Screen ‘Pop-up’
when receiving an
incoming call
LAN
PC running CTI
application software
USB
KX-DT301
LAN
Only available for KX-DT336/T7633.
KX-DT301 USB Interface required.
dvantage
Complete CTI solution covering Call Control, Call
Sales
Advantage Recording, Operator Console and many other applications
to increase customer productivity
Customer
Advantage
3rd Party requires direct connection between a PBX and
a CTI server. The CTI server in turn is connected to all
user’s PCs over a LAN network. Client CTI applications
can work in combination with the CTI server to provide
advanced telephony features, using simple mouse ‘clicks’.
Calls can be made directly from PC using shared customer
databases (CRM). Calls can be logged and even recorded
directly onto PC’s Hard Drive.
CTI Desktop
client 3rd Party
software
LAN
Benefits
Depending on the type of CTI software that is installed,
multiple Telephony tasks can be carried out. These include:
• Offices – Busy caller display, incoming call display, Call accounting via
SMDR etc.
• Contact Centre – Incoming call display, check-in/check out etc.
• Hotels – Room availability, check-in/check out, Billing etc.
Effective for businesses like these...
Offices
Hotels
Contact Centre
See Chapter 19 of the General Description for more details.
VII
Computer
Telephony
Integration
2. PC Phone and PC Console
PC Phone
PC Console
The PC Phone feature lets you handle calls just as
easily as e-mail messages.
You can integrate PC
Phone with Microsoft
Outlook.
Recording
E-mail messages
Telephone
answering machine
feature
PC Console provides powerful
support for operators who
handle a lot of data. Perform
tasks quickly and easily using
drag & drop mouse operation.
Recording
E-mail messages
To dial, simply click on
an entry in the address
book.
Voice memo
attachment
dvantage
Create a network by simply connecting your
Sales
Advantage Telephone and PC via their USB ports. This is a
cost-effective solution for smaller businesses.
Customer
Advantage
Connect your telephone with your PC and you can
record conversations and attach voice memos to email messages.
Effective for businesses like these...
Offices
Contact centres
Customer service centres
See Chapter 19.3. of the General Description for more details.
VII
Computer
Telephony
Integration
Call-Center
Call Center Application
Main features
Visual Systems Applications
Incoming Groups
Queues management
Agent status (Login/Logout/Pause/Wrap-Up)
Supervisor info
CT Server App
 MS-SQL Server db
 Real Time info
 Statistical reports
 Groups
 Activities
 Campaigns
 Call-accounting
CTI link
Supervisor App
 Groups Monitor
 Queues Monitor
 Agent Monitor
Agent App
 Inbound/Outbound
 Call-PopUp
 Login/logout/Pause
 Chat
Server App
 IVR
 Digital Recorder
 Power Dialer
 Predictive Dialer
 Chat Server
 SMS Server
 ERP
 CRM
Call-Center Structure
 Agent
Real-time info, Screen PopUp
IVR Recorder Dialer
CTI
Server Server Server Server
KX-TDE100/TDE200/TDE600
Hybrid IP- PBX
IP-VPN
ACD Monitoring & Reporting
Real-time info, Statistical Reports, CRM, callaccounting,
 Supervisor
Clique no logo para iniciar apresentação
 Supervisor’s PC
LAN
VIII
Surveillance
and
Monitoring
1. Doorphone/Door Opener
Doorphone
Using an optional Doorphone, OPB Card and DPH (Doorphone
Interface) Card,* you can have a designated telephone,
including a mobile phone, ring when a visitor presses the
doorbell. This is convenient when you're expecting a guest
while you may be away from your desk.
*With the KX-TDE30, only the Doorphone and
DPH Card are required.
dvantage
Customer
Advantage
You can respond to a visitor and even unlock
the door without leaving your desk, saving time
for both you and your guest.
Door Opener
You can unlock the door for a visitor from an
extension telephone.
I’v opened the
door. Come on in.
VIII
Surveillance
and
Monitoring
2. Network Camera
You can build a low-cost video monitoring system.
Using sensor control to capture and send images from a
network camera, you can visually monitor your office from
a PC or mobile phone.
Interphone with Monitor
1. Receive notification at your PC,
from a Doorphone.
2. Have the URL of a network
camera showing outdoor
conditions pop up on your
screen. (If the camera is
equipped with remote pan and
tilt control, you can also scan
the outdoor surroundings.)
3. Unlock the door with a door
opener.
dvantage
Customer
Advantage
You can monitor conditions and
prevent crime.
I'll open the
door instead of
you.
Teleconference System
You can build
a low-cost
Basic
teleconference
system.
* By using optional camera
recording software, you
can also record the signal.
IP Camera
Panasonic Network Cameras are packaged with builtin Web Server and Network Configuration software,
making it ideal for use in an IP network. Features
include remote pan and tilt control, a wide 165 view,
access for up to 10 users, and a user-friendly design
that assures easy installation. This camera offers the
high performance needed for network use.
IX
CA
Assistant
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9. Communication Assistant
Supports Server and Server-less solution
Network communication
Colaboration
Rich Presence
Voice-mail integration
E-mail
Contact database
Conferencing
Unified messaging
Chat / Instant Messenger
CTI – CSTA
CRM Integration
3rd party applications
integration with the LDAP.
CA has 4 operating modes:
- CA Basic
- CA Pro
- CA Supervisor
- CA Operator Console
IX
9. Communication Assistant
CA
Assistant
Unified communication Concept
Desktop PC
IBM Lotus
Others
Voice Mail
Other
Client
Soft-Phone
Note: Optional
VM Assistant
Mobile Integration
Call Recording
MS Outlook
Video Conf
Mobile
Application Share
e-mail Client
Scheduled Conf
SLT
e-mail
SIP Phone
SMS
CA step 5
Instant Message
CA step 4
Call Handling by Presence
System Wireless
CA step 3
Presence Indication
Phone
Comm.
Assistant
Fax
System IP
CA step 2
Voice Communications
System Phone
Voice Mail Control (VMA)
PA
X
Contact
Contato Comercial



Andres Alzueta – Diretor
11 3847 0999
[email protected]
Suporte Técnico
 Eng.Leandro Donizete Nicolino
 Gerente Suporte Técnico
 11 3847 0971
 [email protected]