"CommsOffice CTI "
CommsOffice CTI Computer Telephony Integration CommsOffice CTI™ Communications management for every business CommsOffice CTI™ is available for Panasonic KX-TDA, KX-TDE and NCP systems. Computer Telephony Integration (CTI) enables you to personalise telephone system-customer interaction, reduce call times, and improve efficiency. CommsOffice CTI™ provides customer information at user’s desktops as they make and receive calls. CommsOffice CTI™ combines Consider the following: information from telephone systems, business applications and databases to Do your customers experience lengthy delays provide users with a more complete picture whilst their details are being searched for? of the customer enabling a more efficient and appropriate response. This provides Using Calling Line Identification (CLI) from important benefits for any business including: your telephone system CommsOffice CTI™ software will locate your customer l Identifying callers as the call starts ringing details and “Screen Pop” this information as saves 10-20 seconds off each call calls start to ring. l Access to historical data as the call starts Wasting time searching and dialling incorrect ringing speeds up call resolution times, numbers? generates cross-selling opportunities and With PC screen dialling, you can select any lowers overall call duration times number from; Microsoft Office applications, your database and any Windows application l Enables users to personalise customer that will allow highlight and copy. Using interaction for greater customer progressive/predictive* dialling you can define satisfaction dialling campaign lists of numbers to be called l Lowers time spent manually searching for automatically by individual extensions or data thus reducing customer on hold time groups of agent extensions. l Screen-based telephony functions * Note: Progressive and predictive dialling requires purchase of additional licensing and is not included with such as screen pop, screen dialling and standard CTI functionality. progressive/predictive* dialling significantly enhance user and agent productivity l Enables businesses and contact centres to handle more calls with lower or existing staff l Significant cost savings for any business not just contact centres CommsOffice CTI™ reduces the time, cost and complexity of deploying CTI solutions, integrating with Microsoft Office and other CRM applications. CommsOffice CTI™ CommsOffice CTI™ Provides: l The ability to see who is calling before answering the call l Feature-rich screen based display that increases user productivity, visibility and call-handling capabilities l Differentiator when competing against other traditional and IP-based PBX platforms l Allows users to efficiently manage calls CTI Client rather than simply answer phone calls l Presence, users can see visual status of other CTI clients l Runs with all versions of CommsOffice™ so once installed additional functionality can be purchased and is enabled online by application of licence upgrade Any business using a PC and a telephone system will benefit from using CTI. More efficient and accurate dialling, seeing who is calling enabling prioritisation & more efficient call handling are just some of the benefits. Address Book The CommsOffice CTI™ Client can The users can Transfer Calls to: manage calls and call functions as l An Extension follows: l An ICD or ACD Group l The user can Answer Calls l To an External Number l The user can put Calls on Hold/Take them off Hold l To a Paging Group l The user can Hang Up Calls l The User Can Transfer calls: l The user can Park Calls l Unannounced (Blind) l Announced l The user can Retrieve Calls l Hold Pending Transfer The user can Add Calls to Speed Dial by: The User can achieve this by: l Highlight the current call and select add l Drag and Drop the call over the to Speed Dial appropriate extension l Highlight the current call and drag and l Can press the assigned “F” or other drop over the Speed Dial List function key l Open the History tab and add to l Can right mouse click, open a menu and Speed Dial utilize the function l Open the Address Book and Add to Speed Dial CommsOffice CTI™ The user can Dial Calls from: CTI Client users can: l The numbers on the Dial Pad l You can set your absent message (but no one else) l Select an Entry in the Address book l You can operate the All Calls l Double Click on a Speed Dial Entry tab (if you are given permission) l Highlight a phone number ANYWHERE l Transfer via drag/drop, F in an application (other applications) and function or menu press Windows + F2 (configurable) l Park, Hold Mute or Page a call l Select Windows + F3 (configurable and type the number into the pop up l Set Modes (if you are given permission) l Press the assigned key to auto dial (say “+”) l Read or add notes to a call in progress l The user can Answer ANY calls that are within the system and that are not l Read historical notes destined for the user. (They could say intercept a call ringing to another l Send Messages CTI Client Taskbar Speed Dial Tab extension from an outside DDI) l Send E-Mails l The user can initiate a Chat session with l Database look up for a range any other user of CRM packages l The user can send a Message to any user l Initiate Scripts based on an l The user can send an e-mail to any user incoming DDI/DID l The user can see Absent Messages set l Add to Speed Dials (System on any system extension Only) l They can set the DND, The Call l Dial from any Microsoft Diversion and the Call Forwarding Application properties on their extension l Universal Dial from ANY l The user can add notes to a call that has Windows application Speed Dial Entry been answered l Function key to open desktop l The user can read previous notes for dialer a call that has been answered (Icon l Dockable statistics windows presented in Calls window tab) settable for any group that you l The user can set themselves are a member of Ready/Not Ready l Separate Statistics Window l The user can set themselves on a Break (mini wallboard) (definable types of break) l Login or out of any ACD group l The user can display as a separate you are a member of window or dock into the CTI application a series of small windows with statistics Desktop Alert for the nominated groups they are a member of CommsOffice CTI™ l Enter Manual Wrap-Up (Busy) in any l How calls are presented via group you belong screen or screen and popup l View (and notes to) your calls for the day l The type of calls that open a popup (ringing or lamping or l View and listen to any recordings for the none) day ( module) l Their default status when opening or closing the l Search for your recordings, add notes application and or ratings and “risk” ( module) l The functions that are to l Run in Mediator mode (Mini Mode) and happen on an inbound or access ONLY people status, messaging, outbound call when using e-mail and tasks tab Outlook Contacts Settings/Variables CTI Client Dialling l By default use Outlook or an HTTP based database for In addition, the user can create up to 10 lookups customisable modes that ANY user (CTI Client) can use. Selecting the mode will then l Set up the Hot Keys set the name of the mode as the person’s (Command Keys) they wish absent message on their phone, set them as to use with the Telephone unavailable for receipt of calls in all of the functions (e.g. Answer, ACD groups they are a member and record Hang-up etc) the start and stop time of the specific mode they have chosen. l The Modes they wish to setup and use for the 10 Depending on the settings, the dial, programmable buttons on answer, transfer and hang-up functions are the Modes tab. (Note - Reset also available from the Pop-up (Desktop is a fixed button) Alert) if it is enabled. The system will l Enable the popup for Call automatically display the associated Recordings that do not have extension list that belongs to a specific notes attached (Note - you ACD or DDI/DID when a call is received will need the module for on that number. On receipt of specific this to numbers, the system will automatically work) open a third party application to display a “Script” for the operator (or agent) to read. l The colour, font size, and The User can decide: ACD group that the Statistic panels will refer to Agent Call duration Minimum System Requirements l Windows 2000 l Internet connection for product updates l Pentium IV l and maintenance l 2GB free on hard drive l RS232 serial port & cable connected l between your PBX and the computer l 1GB RAM l that will be logging calls (if the PBX is l USB and CD ROM l not IP addressable) l Computers will require NIC (Network l Interface Cards) if the products are to l be used over a network Speak with us about the CommSoft RMS products range: CommsOffice™ CommsOffice Professional™ CommsOffice Enterprise™ CommsOffice Voice™ CommsOffice Console™ CommsOffice CTI™ UK, Europe & Middle East USA, Canada New Zealand, CommSoft Software Solutions Australia & Asia Pacific www.commsoftrms.com CommSoft RMS LLC www.commsoft-rms.com Tel: +44 (0) 1344 866920 Tel: 08445 42 42 44 Tel: +1 919 753 1230 The Turret Office, South Hill Park, 5600 Maggie Run Lane, Ringmead, Bracknell, Fuquay Varina, NC 27526, USA Berkshire RG12 7PA