CTI Data Connector OEM Edition - PowerPoint PPT Presentation

CTI Data ConnectorOEM Edition

The CTI integration

in your software application..

• Your customers wish to use CTI (Computer Telephony Integration) functions
• This requires specialized know-how at your software development department
• Your customers have different CTI servers and telephone systems installed
• There is no standard within telephone systems
• Your customers use multiple databases for storing addresses. The CTI application should use these databases

• CTI Data Connector (CDC)
• Connects your application to any CTI server
• Middleware for your application
• Easy integration of any database with direct access or a layer and integration of Outlook contact folder(s)
• Integrates smoothly – you can configure nearly everything (logo, internet address, programme name etc.)

A CTI application can make connections between a PC and a telephone system in 2 ways:

• First Party – local connection between PC and phone
• Third Party – connection direct at the telephone system (PBX) with a CTI server

Phone with TAPI interface

V.24 / USB

The connection between PC and phone is implemented with a serial interface or

USB. The phone must have a TAPI interface

• If a PBX does not provide Third Party connections
• If you have less than 15 to 20 users - the First Party solution is considerably cheaper

Newer ISDN phones have already a TAPI interface integrated. A re-fitting costs between 50 and 100 Euro.

• Components:
• Telephone system
• Phone
• Server
• PC
• Network
• Connection PBX / CTI Server
• Protocol

ISDN cardV 24Ethernet

CSTA or proprietary protocol

A central connection between PBX and PC network with a CTI server

Advantages

• Easy integration
• PC and phone are a logic unit
• No connection (cables) at the workstation necessary
• An nearly unlimited amount of users possible
• The existing phones can be used

DB n

DB 2

(First Party)

DB 1

Outlook

ADO

Database Layer (optional)

CTI Server

(Third Party)

MAPI

TAPI

XML

TAPI

XML / DLL

Legacy Application

C D C

• CDC works in the background as amiddlewarebetween the legacy application and the CTI server
• CDC can be brought into action at every workstation, where the legacy application is not installed – Standalone Mode(Client software with frontend)

At all workstations without a legacy application

• Offers complete functions of a telephone software
• Outgoing calls
• Incoming calls
• Phone book with addresses from the legacy application (n databases) and Outlook
• A list of all ingoing and outgoing calls
• Private phone book
• Phone notes are stored back in the legacy application through a XML file. If the caller address is stored in Outlook, the phone note is stored in the journal and task list

A workstation without the legacy application wants to make a telephone call

• Activate CDC by clicking the icon in the system tray
• Make a search in the legacy databases and Outlook using the phonebook

You can access the addresses from the legacy databases and Outlook through the phonebook

Legacy DB

Local DB with private Addresses

Outlook

A workstation without the legacy application wants to make a telephone call

• Activate CDC by clicking the icon in the system tray
• Make a search in the legacy databases and Outlook using the phonebook
• Double click to make the connection
• Write the telephone note in CDC

Write a telephone note during a call

Enter a follow-up memo and send it to a colleague

A workstation without the legacy application wants to make a telephone call

• Activate CDC by clicking the icon in the system tray
• Make a search in the legacy databases and Outlook using the phonebook
• Double click to make the connection
• Write the phone note and follow-up memo in CDC
• CDC stores the telephone note and the follow-up memo in a XML file (cdcjobs.xml) and automatically activates a component for saving the data in the Legacy Application

Database

Database index of the address

Address in plaintext

Customer number

Database index of the contact person

Contact person in plaintext

Additional information of the call

Telephone note with follow-up and additional information

<JobKey>20020123162838856787</JobKey>

  <hTapiCall>18036</hTapiCall>

  <JobMode>2</JobMode>

<ForeignTel>0044734273833</ForeignTel>

  <Profile>Applikation 1</Profile>

  <ADRKey>11995106183752</ADRKey>

  <ADRText>United Whisky Destilleries Ltd. Freemont Tower 3 Perkens Bridge GB-Windsor SL4 4QQ</ADRText>

  <CustomerID>D200004</CustomerID>

  <ASPKey>102000032012145314</ASPKey>

  <ASPText>Mr. Bob Sprith</ASPText>

  <ASPFound>-1</ASPFound>

  <ADRFound>-1</ADRFound>

  <Date>23.01.2002</Date>

  <Time>16:39:20</Time>

  <StartTime>16:36:37</StartTime>

  <EndTime>00:00:00</EndTime>

  <Activated>-1</Activated>

  <Completed>0</Completed>

  <ManKey />

  <ManText />

  <Note>talked about qoutation. Make appointment for a workshop with CDC</Note>

  <OperatedByKey />

  <OperatedByText />

  <OperatedForKey />

  <OperatedForText>Mrs. Irene May</OperatedForText>

  <ReportKey>3</ReportKey>

  <ReportText>Outgoing call</ReportText>

  <ActionKey>13</ActionKey>

  <ActionText>make appointment</ActionText>

  <ActionForKey>102000032012145314</ActionForKey>

  <ActionForText>Bob Sprith</ActionForText>

  <PriorityKey />

  <PriorityText />

  <ActionDate>25.01.2002</ActionDate>

  <ActionTime>08:00:00</ActionTime>

• Identification of incoming calls
• All phone numbers of an address
• All phone numbers of a contact person
• All phone numbers of the personal phonebook
• All phone numbers of Outlook

An incoming phone call at a workstationwithout the legacy application

• CDC receives a phone number from the CTI Server
• CDC access the legacy database with ADO or with an object module
• CDC makes a smart search in the legacy database and Outlook
• The caller is displayed with his contact information at the screen

All data of a caller at a glance

(Contact person not identified)

An incoming phone call at a workstationwithout the legacy application

• CDC receives a phone number from the CTI Server
• CDC access the legacy database with ADO or with an object module
• CDC makes a smart search in the legacy database and Outlook
• The caller is displayed with his contact information at the screen
• Write the phone note and follow-up memo in CDC
• CDC stores the phone note and the follow-up memo in a XML file (cdcjobs.xml) and automatically activates a component for saving the data

CDC offers in the Standalone Mode additional functions

The calling list shows you information about a caller and whether you have answered the call or not

• You dial the phone number manually
• CDC identifies the address of the person you are calling and displays the address
• This function is also available if you use CDC as a Middleware

The redial list shows you all outgoing calls

Your personal speed dialing list

Internal phone numbers and private phone numbers

Dial a VANITY number (text is translated in numbers - Mirage = 647243)

Dialer

• Dial within an application with a Hotkey – just higlight a phone number and press a shortcut
• Dial within the Browser with right mouse click
• Dial with a file (if the main application does not support DLL integration)
• Signals a call with Fade IN technology down right in the system tray

As a Middleware application, CDC is smoothly integrated in the legacy application and works invisible in the background

• Incoming Call
• Caller identification with database 1 to n and Outlook
• Handing over the caller data via XML to the legacy application
• Start the legacy application
• Outgoing calls
• The legacy application calls CDC and hands over the phone number
• Establish the call
• Outgoing calls – manually dialing with the phone
• Identification of the person you call and handing over the data to the legacy application
• Additional functions
• List of all outgoing and incoming calls
• Private phone book
• If the caller address is stored in Outlook, the phone note and the follow-up memo is stored in the journal and task list

CDC prepares the phone number in an international format and takes account of special configuration parameters of the PBX

CDC communicates with the CTI Server

The call is established. CDC gives the caller information to the legacy application via XML file

The legacy application displays the address

0751/4422-27

#0049751/442227

cdccalls.xml

TAPI

Making a call from the legacy application

<hTapiCall>16047</hTapiCall>

<JobMode>1</JobMode>

<JobState>2</JobState>

<ForeignTel>0044734273833</ForeignTel>

<Profile>Application 1</Profile>

<ADRKey>11995106183752</ADRKey>

<ADRText>United Whisky Destilleries Ltd. Freemont Tower 3 Perkens Bridge GB-Windsor SL4 4QQ</ADRText>

<CustomerID>D200004</CustomerID>

<ASPKey>102000032012145314</ASPKey>

<ASPText>Mr. Bob Sprith</ASPText>

<ASPFound>-1</ASPFound>

<ADRFound>-1</ADRFound>

<Date>23.01.2002</Date>

<Time>15:42:56</Time>

<Choices />

<Contacts />

Incoming call

Call is active

Phone number

Database

Database index of the address

Address in plaintext

Customer number

Database index of the contact person

Contact person in plaintext

Additional information of the call

CDC accesses the legacy databases 1 to n via ADO

CDC searches in the legacy databases 1 to n with smart search

Preparing the phone number in an international format

It the phone number is not stored, CDC tries to get the next suitable phone number (e.g. headquarter)

If there is no hit in the legacy database, CDC searches in the Outlook contact folder(s)

The identification of the caller and the company address is stored in an XML file

CDC calls a programme component of the legacy application to display the address of the caller

00751442227 -> 0751442227

0049751442227

Search 0049751442227, 004975144222, 00497514422, 0049751442

cdccalls.xml

call Legacy Applikation1

An incoming call

• Outgoing Calls
• Right mouse click, option Make Call and sending the field content (=phone number) to CDC
• Make a button for dialing after each telephone field
• You use already the standard Windows function for dialing? Then you can configure CDC to handle all outgoing events for TAPI. You don’t need to modify your software.
• Incoming Calls
• Read the XML file
• Display the caller (address, customer ID etc.)
• Let the user choose to swap to the customer file, order processing, outstanding items or technical database

Sample Code for incoming and outgoing calls in VB 6 is provided with the SDK

CDC can be customized in a lot of ways

• Programme name (title) and name of the exe file
• Web address
• Company name
• Programme manager group
• Splash screen
• All file names (including dll´s)
• Desriptions in the help file
• Registry (..\software\YourCompany)
• Installation programme

• Personalized demo version
• Sample applications in VB6 for handing over calls and storing information
• Telephone simulator
• Installation Software, configurable with setup file
• Access to DLL functions
• German and English version
• Developer documentation (English)
• Step by Step guide describes each integration step (English)
• Online help – (German/English)
• Source Code CDC (optional, Visual Basic 6)
• Developer Kit can be used at an unlimited number of developer PC´s

• No CTI know-how is necessary
• Runs with all telephone systems which support TAPI 2.x
• Company wide usage of CTI (with the CDC client in the standalone mode) – gives a great benefit to all users because they have a centralized access to the address pool
• Marginal development costs for the integration of CDC
• Ready to go – CTI is available right away

You want to integrate CTI in your software?

Then contact us!

Sales@Mirage-Systems.de