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Samsung Electronics Co., Ltd. IAP R&D Group CTI Part 1
Introduction to Samsung Introduction to Samsung CTICTI
Nov. 19, 2002Nov. 19, 2002Sang Hee LeeSang Hee Lee
Samsung Electronics Co., Ltd. IAP R&G Group CTI Part 2
What’s CTI ?What’s CTI ?
Call Center Agent
CTI LINK
Switching System
K/P, PBX
Switching System
K/P, PBXCTI ServerCTI Server
Other ServerOther Server
Other AgentsOther Agents
PSTN
Samsung Electronics Co., Ltd. IAP R&G Group CTI Part 3
What is CTI ?What is CTI ?
• Switch + ComputerSwitch + Computer
• Value Added DeviceValue Added Device
• Host / Database SystemHost / Database System
• LAN, InternetLAN, Internet
* CTI is an Integration* CTI is an Integration
* Computer Telephony Integration* Computer Telephony Integration
Not a Not a SystemSystem
Samsung Electronics Co., Ltd. IAP R&G Group CTI Part 4
Major Areas of CTIMajor Areas of CTI
• Call CentersCall Centers
• Business ApplicationsBusiness Applications
• Personal ProductivityPersonal Productivity
TelemarketingTelemarketingPre/Actual/Post Sales ActivitiesPre/Actual/Post Sales ActivitiesDistributed Help DeskDistributed Help DeskEnterprise/Virtual/Internet CCEnterprise/Virtual/Internet CC
Business EnvironmentBusiness EnvironmentAccurate and Easy Access to Accurate and Easy Access to
information relying on information relying on TelecommunicationTelecommunication
Office EnvironmentOffice EnvironmentHeavy Phone UsersHeavy Phone Users
Samsung Electronics Co., Ltd. IAP R&G Group CTI Part 5
CTI Major FunctionsCTI Major Functions
• Telephony FunctionsTelephony Functions- Make Call, Answer Call, Transfer, Conference…- Make Call, Answer Call, Transfer, Conference…
• Directory CallsDirectory Calls- Phone Books, Chain Call…- Phone Books, Chain Call…
• Inbound CallsInbound Calls- Call Distribution, Advanced Service …- Call Distribution, Advanced Service …
• Outbound CallsOutbound Calls- Preview Dialing, Progressive Dialing, Predictive Dialing…- Preview Dialing, Progressive Dialing, Predictive Dialing…
• Integrated FunctionalityIntegrated Functionality- Inbound Service and Outbound Dialing- Inbound Service and Outbound Dialing
• Management InformationManagement Information- Statistical Reports…- Statistical Reports…
Samsung Electronics Co., Ltd. IAP R&G Group CTI Part 6
CTI Major FunctionsCTI Major Functions
• Computer Assisted RoutingComputer Assisted Routing- Intelligent Call Routing- Intelligent Call Routing
• GUI Based ApplicationsGUI Based Applications- User Interface, Ease of Use and Maintenance- User Interface, Ease of Use and Maintenance
• Internet IntegrationInternet Integration- E-Mail, Callback Service, Voice over IP(VOIP)- E-Mail, Callback Service, Voice over IP(VOIP)
• Unified Message ManagementUnified Message Management- Voice Mail, E-Mail, Fax Mail…- Voice Mail, E-Mail, Fax Mail…
• Connectivity with NetworkConnectivity with Network- Host DB Access, Internet, Multimedia…- Host DB Access, Internet, Multimedia…
Samsung Electronics Co., Ltd. IAP R&G Group CTI Part 7
Samsung K/P CTI ProductsSamsung K/P CTI ProductsProduct
iDCS Call
iDCS News
ICC
VDC Linker
iDCS Call Plus
Main Feature
Desktop Telephony AP
Web Based News Server
Internet Call Center Solution
K/P CTI MSG Distributor
Caller Information Provider
Driver
SCTSP32
X
DCSTSP
X
SCTSP32
Running OS
Win98/NT/2000/XP
Win98/NT/2000/XP
Server : Win 2000Client : Win 98/2000/XP
Win98/NT/2000/XP
Win98/NT/2000/XP
RLS
’02. 10
’02.10
’03
’02.10
’02. 10
EasySet Web Based DGP Manager VDC Linker Win 2000 / XP ’02.10
TSP 2.1TAPI Based
Telephony ServiceProvider
DCSTSPAgent: Win 95/98/NTServer: Win NT ’99.10
Samsung Electronics Co., Ltd. IAP R&G Group CTI Part 8
S/W StructureS/W StructureiDCS Call +
TSPI
Telephony Service
SCTSP32.TSP
TCP / IP
VDCLinker.EXE
CTI Event / Message(SIO, TCP/IP)
DCS Key-phone System
Windows OS series (98/Me/2000/XP)
TAPI
Samsung Electronics Co., Ltd. IAP R&D Group CTI Part 9
iDCS Call / PlusiDCS Call / Plus
TAPI based Desktop Call Control Software TAPI based Desktop Call Control Software Caller Information ProviderCaller Information Provider
Samsung Electronics Co., Ltd. IAP R&G Group CTI Part 10
ConfigurationConfiguration
PSTNiDCS Call User 1
iDCS-500/828/100/Premium
DCS180/Compact
iDCS Call User 2
VDC Linker
TCP/IP
Telephone Line
iDCS Call Plus
Samsung Electronics Co., Ltd. IAP R&G Group CTI Part 11
Main WindowsMain Windows
Samsung Electronics Co., Ltd. IAP R&G Group CTI Part 12
FeaturesFeatures
• Call ControlCall Control– Dial (Hot Key: F2)Dial (Hot Key: F2)– Answer (Hot Key: F3)Answer (Hot Key: F3)– Release (Hot Key: F4)Release (Hot Key: F4)– Redial Redial – Hold (Hot Key : F5)Hold (Hot Key : F5)– Transfer (Hot Key : F6)Transfer (Hot Key : F6)– Conference (Hot Key : F7)Conference (Hot Key : F7)– Make New External CallMake New External Call– Continuous DialingContinuous Dialing– Pick UpPick Up– Toggle (Hot Key : F11)Toggle (Hot Key : F11)– PagePage– Send DTMFSend DTMF– Call Back (Hot Key : F10)Call Back (Hot Key : F10)– Leave MessageLeave Message– Camp On (Hot Key : F9)Camp On (Hot Key : F9)– OHVAOHVA
• Station SetupStation Setup– Lock / unlock StationLock / unlock Station– Do Not DisturbDo Not Disturb– Call ForwardCall Forward– Follow MeFollow Me– Message ListMessage List– Call Back StatusCall Back Status– Auto AnswerAuto Answer– Auto Trunk Call BackAuto Trunk Call Back
• Scheduler ServicesScheduler Services– DND, Outgoing call, Forward,DND, Outgoing call, Forward, Station LockStation Lock– Once, Daily, Weekly and YearlyOnce, Daily, Weekly and Yearly– Completed, scheduled, Completed, scheduled,
rescheduledrescheduled– Remind NoteRemind Note
Samsung Electronics Co., Ltd. IAP R&G Group CTI Part 13
FeaturesFeatures
• Call NotificationCall Notification– For Incoming External CallFor Incoming External Call– For Incoming internal CallFor Incoming internal Call– For Outgoing CallsFor Outgoing Calls– Bring Smart Control to Front on Bring Smart Control to Front on
Incoming CallIncoming Call– Playing a Sound File for an Playing a Sound File for an
Incoming CallIncoming Call
• UtilitiesUtilities– To Set the Page Zone NameTo Set the Page Zone Name– To Set the Time Out ParametersTo Set the Time Out Parameters– To Set DDE options as ClientTo Set DDE options as Client
• Directory ServicesDirectory Services– Create New Book Create New Book – Add New ContactAdd New Contact– Delete / Rename BookDelete / Rename Book– Edit Contact RecordEdit Contact Record– Connect Network Phone BookConnect Network Phone Book– Import / Export Phone BookImport / Export Phone Book– Search DatabaseSearch Database– Print Fields / Preview Print Fields / Preview
• Call Log ServicesCall Log Services– To View Each Log or All LogTo View Each Log or All Log– To Sort Log ItemsTo Sort Log Items– To Print Log ItemsTo Print Log Items– To Delete Log ItemsTo Delete Log Items– To Save Call Log NoteTo Save Call Log Note– Redial from Call Log ListRedial from Call Log List
Samsung Electronics Co., Ltd. IAP R&G Group CTI Part 14
Ringing / Screen PopupRinging / Screen Popup
PSTN
CID# : 279-4352 Cetrallized Contact DB
Customer DB
iDCS Call
Caller ID =>
(279-4352)
Caller ID =>
(279-4352)
Data Base
Data Base
Local Contact DB
Caller ID =>
(279-4352)
Caller ID =>
(279-4352)
Caller Information (279-4352 Lee Sang Hee ……)
Samsung Electronics Co., Ltd. IAP R&G Group CTI Part 15
iDCS Call PlusiDCS Call Plus
• searches the iDCS Call database by CID ansearches the iDCS Call database by CID and sends searched result to the key telephod sends searched result to the key telephone system.ne system.
• Falcon Phone OnlyFalcon Phone Only
Samsung Electronics Co., Ltd. IAP R&G Group CTI Part 16
Popup SamplePopup Sample
Samsung Electronics Co., Ltd. IAP R&D Group CTI Part 17
Thank you….Thank you….