Lucent Technologies 555-235-100 manual Server-Based Solutions

7 Server-Based Solutions

•Fast Call® Agent 3.0

FastCall Agent is the next generation of Lucent’s most popular CTI middleware product known as FastCall. This new release is newly designed and now offers an even easier installation and usability than ever before. FastCall Agent provides a broad range of CTI functionality without requiring changes to applications or development of custom software programs.

FastCall Agent resides between the telephone system and computer applications

– thus the term “middleware.” This approach allows the agent to enable these applications with inbound and outbound CTI capabilities without computer code changes within the application itself. This provides tremendous flexibility for companies with multiple departments that can benefit from CTI capabilities, particularly when each department has a different application. In addition, changes to the application do not effect FastCall Agent. Rather, FastCall Agent can be reconfigured to adapt to a new application quickly and easily. FastCall Agent “screen pops” populate a call center agent’s Windows-based application screen based on the calling number (ANI), called number (DID, DNIS, ACD group, or other telephone system identifier), or the caller’s touch tone input as the incoming call is received. These applications could include databases, help desk packages, sales force automation programs, personal information managers (PIMs), contact managers, word processors, spreadsheets, customized inquiry systems, or a combination.

DEFINITY ProLogix Solutions Release 2 Overview 555-235-100 Issue 2 June 1999 7-5