Panasonic Section 520 manual Overview of Telephony Services for the DBS

Chapter 1. Overview of Telephony Services for the DBS

Most businesses already use computers and telephones extensively in their day-to-day operations. With few exceptions, however, business telephone and computer systems have historically remained independent entities - no interaction or common communication was possible between the two types of systems. Recent advances in technology have made possible the merger of the two systems into a cohesive and more effective communications and operational office tool. The technology which makes this possible is called Computer Telephony Integration (CTI).

The possibilities for CTI are endless. For instance:

-inbound callers may be routed to the most appropriate customer representative based on the caller’s phone number. As the call is answered, the representative’s computer screen automatically displays the customer’s information.

-a computer-based phone directory may be used to not only look up a phone number but also initiate the call.

-the vast array of PBX features may be more easily utilized using computer screen icons and prompting instead of complicated telephone feature access codes and procedures.

What are the advantage to CTI?

-increased access to information

-improved sharing of information

-more effective communication

-more effective use of the telephone system

-more timely response

-improved customer satisfaction

One of the most significant emerging standards in CTI is the Telephony

Services Application Programming Interface from Novell®.

Telephony Services provides computer applications with third-party call control capabilities. These applications may act on behalf of one user or a group of users. With this group orientation, Telephony Services affords easy distribution and transfer of calls and reporting of call handling

DBS-92-520 Issued April 2000 1