Lucent Technologies 8400, 9400 manual CTI Computer Telephony Integration, CentreVu IP Agent

DEFINITY Enterprise Communications Server Release 8.2	Issue 1
Overview 555-233-002	April 2000
Call Center Features
CTI (Computer Telephony Integration)	105

Flexible Billing is available in the U.S. for use with AT&T MultiQuest® 900 Vari-A-BillTMService. Flexible billing requires a CallVisor Adjunct-Switch Application Interface and other application software.

ASAI Pending Work Mode Change

Allows ASAI applications to change the current work mode of an agent while that agent is busy on a call. The change is a pending change that will take effect as soon as all the current calls are cleared.

ASAI Trunk Group Identification

Provides ASAI applications with the capability to obtain Trunk Group information even when the Calling Party Number (CPN) is known. ASAI will provide the Trunk Group information in the Event Reports for both inbound and outbound calls. If the ANI is known, the Event Reports will contain the Trunk Group information and the CPN.

CTI (Computer Telephony Integration)

CentreVu Computer Telephony on MAPD-NT

Lucent developed a telephony server that provides a platform against which the Computer Telephony applications may run against to control a DEFINITY ECS switch. The Telephony applications supported include CallVisor PC, TSAPI and JTAPI. Provides one co-resident product for industry standard hardware and Operating System to be able to run in the ProLogix or DEFINITY ECS cabinet. Runs on Windows NT.

CentreVu IP Agent

This is a PC-based IP application that allows agents to use their PCs as phones. In addition to the traditional functionality of a standard DEFINITY phone (transfer, hold, conference, and so forth), IP Agent offers directory services, screen pops, call history, and agent mode history.