Computer
Telephony Integration provides both inbound
and outbound screen-popping of calls and
e-mails. Screen-Popping is where a caller's
details are displayed in your company database
before you even answer or make a call. A
call is identified by either DNIS (Dialled
Number Identification Service) or CLI (Caller
Line Identity, sometimes known as "Caller
ID"). This information is then matched
against your company database, and the appropriate
record displayed. Dialling from screen is
also possible by highlighting the number
in the database and clicking 'dial' on the
tool bar. We support CTI software from Swan
Solutions with the Callview suite of products
and also Adaptive Messaging software from
New Media.
Screen-Popping can save
between 15 and 40 seconds for each call,
making your agents more productive.
Application
Integration
Out
of the box, Callview Client supports screen-popping
and dialling with several popular applications,
including: Microsoft Outlook 97 and above.
Symantec ACT!
Goldmine
Maximizer
Microsoft Access 97 and above.
Sage Telemagic Professional.
Callview's
macro language enables it to be easily integrated
with other applications.
Greet
Your Callers By Name
Callview Client enables you to answer callers
by name, as well as more efficiently handling
calls or e-mails by having the customer's
details in front of you before the call
is even answered.
Call Control
Client
also provides the "Go Spot", enabling
you to highlight a number within an application
and then dial it with the click of a button.
Click here to see a screenshot
of Go Spot dialling in action
You can also use the
"Go Spot" to quickly send an e-mail.
Just highlight an e-mail address in your
chosen application, click the Go Spot, and
an e-mail will be opened for you in your
default e-mail application...
Client also enables you
to control your telephone extension from
the computer, providing a wide variety of
call control functionality. This includes
the following call control commands:
Make Call
Answer Call
Drop Call
Drop All Calls
Redial
Record Call
Exclusive Hold
System Hold
Retrieve
Blind
Transfer
Enquiry Transfer
Divert Call
Record Call
Conference
Dial DTMF Digits
Pickup Call
Silent Monitor
Forced
Intrude
Polite Intrude
Page Group
Set ACD Agent State
Set Account Code
Set Forward State
Set Volume
Note: Not all call control commands are
available on all telephone systems
