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Introduction to Samsung CTI

Introduction to Samsung CTI. Nov. 19, 2002 Sang Hee Lee. PSTN. CTI LINK. Switching System K/P, PBX. What ’ s CTI ?. CTI Server. Other Server. Other Agents. Call Center Agent. What is CTI ?. * Computer Telephony Integration. Switch + Computer Value Added Device

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Introduction to Samsung CTI

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  1. Introduction to Samsung CTI Nov. 19, 2002 Sang Hee Lee

  2. PSTN CTI LINK Switching System K/P, PBX What’s CTI ? CTI Server Other Server Other Agents Call Center Agent

  3. What is CTI ? * Computer Telephony Integration • Switch + Computer • Value Added Device • Host / Database System • LAN, Internet * CTI is an Integration Not a System

  4. Call Centers Business Applications Personal Productivity Telemarketing Pre/Actual/Post Sales Activities Distributed Help Desk Enterprise/Virtual/Internet CC Business Environment Accurate and Easy Access to information relying on Telecommunication Office Environment Heavy Phone Users Major Areas of CTI

  5. CTI Major Functions • Telephony Functions - Make Call, Answer Call, Transfer, Conference… • Directory Calls - Phone Books, Chain Call… • Inbound Calls - Call Distribution, Advanced Service … • Outbound Calls - Preview Dialing, Progressive Dialing, Predictive Dialing… • Integrated Functionality - Inbound Service and Outbound Dialing • Management Information - Statistical Reports…

  6. CTI Major Functions • Computer Assisted Routing - Intelligent Call Routing • GUI Based Applications - User Interface, Ease of Use and Maintenance • Internet Integration - E-Mail, Callback Service, Voice over IP(VOIP) • Unified Message Management - Voice Mail, E-Mail, Fax Mail… • Connectivity with Network - Host DB Access, Internet, Multimedia…

  7. Samsung K/P CTI Products Product Main Feature Driver Running OS RLS iDCS Call Desktop Telephony AP SCTSP32 Win98/NT/2000/XP ’02. 10 iDCS Call Plus Caller Information Provider SCTSP32 Win98/NT/2000/XP ’02. 10 iDCS News Web Based News Server X Win98/NT/2000/XP ’02.10 EasySet Web Based DGP Manager VDC Linker Win 2000 / XP ’02.10 ICC Internet Call Center Solution DCSTSP Server : Win 2000 Client : Win 98/2000/XP ’03 VDC Linker K/P CTI MSG Distributor X Win98/NT/2000/XP ’02.10 TSP 2.1 TAPI Based Telephony Service Provider DCSTSP Agent: Win 95/98/NT Server: Win NT ’99.10

  8. S/W Structure Windows OS series (98/Me/2000/XP) iDCS Call + TAPI Telephony Service TSPI SCTSP32.TSP TCP / IP VDCLinker.EXE CTI Event / Message(SIO, TCP/IP) DCS Key-phone System

  9. iDCS Call / Plus TAPI based Desktop Call Control Software Caller Information Provider

  10. Configuration iDCS Call Plus TCP/IP iDCS Call User 1 PSTN VDC Linker iDCS-500/828/100/Premium DCS180/Compact Telephone Line iDCS Call User 2

  11. Main Windows

  12. Call Control Dial (Hot Key: F2) Answer (Hot Key: F3) Release (Hot Key: F4) Redial Hold (Hot Key : F5) Transfer (Hot Key : F6) Conference (Hot Key : F7) Make New External Call Continuous Dialing Pick Up Toggle (Hot Key : F11) Page Send DTMF Call Back (Hot Key : F10) Leave Message Camp On (Hot Key : F9) OHVA Station Setup Lock / unlock Station Do Not Disturb Call Forward Follow Me Message List Call Back Status Auto Answer Auto Trunk Call Back Scheduler Services DND, Outgoing call, Forward, Station Lock Once, Daily, Weekly and Yearly Completed, scheduled, rescheduled Remind Note Features

  13. Call Notification For Incoming External Call For Incoming internal Call For Outgoing Calls Bring Smart Control to Front on Incoming Call Playing a Sound File for an Incoming Call Utilities To Set the Page Zone Name To Set the Time Out Parameters To Set DDE options as Client Directory Services Create New Book Add New Contact Delete / Rename Book Edit Contact Record Connect Network Phone Book Import / Export Phone Book Search Database Print Fields / Preview Call Log Services To View Each Log or All Log To Sort Log Items To Print Log Items To Delete Log Items To Save Call Log Note Redial from Call Log List Features

  14. Ringing / Screen Popup Caller Information (279-4352 Lee Sang Hee ……) Caller ID => (279-4352) Caller ID => (279-4352) Caller ID => (279-4352) PSTN CID# : 279-4352 Cetrallized Contact DB Caller ID => (279-4352) Data Base Local Contact DB iDCS Call Customer DB Data Base

  15. iDCS Call Plus • searches the iDCS Call database by CID and sends searched result to the key telephone system. • Falcon Phone Only

  16. Popup Sample

  17. Thank you….

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