Nstar cti training
This presentation is the property of its rightful owner.
Sponsored Links
1 / 10

NStar CTI Training PowerPoint PPT Presentation


  • 56 Views
  • Uploaded on
  • Presentation posted in: General

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

Download Presentation

NStar CTI Training

An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -

Presentation Transcript


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

    • 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


NStar Telephony


CRM INTEGRATION


CTI ARCHITECTURE (probably)


CT Connect Configuration


Sample CT Connect Configuration


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.


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.


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


  • Login