NStar CTI Training

Manoj Kulaspurkar

What is CTI• CTI means Computer Telephony Integration between an Organization's Telephony system and

Computer / CRM / Agent Desktop system.• The Telephony system consists of

– PBX/ACD/IVR/Routing application etc• The Computer System Consists of

– CRM Application, Database and Agent Desktop application (thin or thick client)• The CTI Middleware is a TAPI based software programming interface which connects to PBX

using a CTI link and converts Hardphone commands and events to Softphone commands and events.

• The CTI Middleware sends Softphone commands from Agents Desktop application to Hardphone / PBX like Login /Logout/ Not Ready / Ready / Transfer etc.

• CTI Middleware sends Hardphone Events from Phone/PBX like EventRinging / EventAnswer to the Desktop / CRM application to do screen pops or other activities on CRM application.

• CTI is used primarily in Contact Center Environments for Inbound or Outbound calls• CTI brings efficiency to Contact Centers and decreases the average call handling time for an

inbound or even outbound calls.• CTI makes the work of a Contact Center Agent easy by doing some automation of work like

screen pop of customer account and other activities which need to be done manually.• CTI provides a Softphone on Agent desktop with all and more features than Hardphone.• CTI does automatic answering calls and auto login / logout etc on to Softphone & hard phone as

agents login to CRM application.• Important Components affecting CTI Integration are:

– PBX / Switch / ACD / Network– IVR for Data Collection– CTI Middleware like CT Connect– Skill based Routing if no ACD– CRM Application – Desktop Application

NStar Telephony

Advanced Inbound

Awaya G3 Switch

CT Connect

AT&T Cloud

CRM Foundation

Interaction Center Intelligence

Inbound Phone Lines

9i Database

Edify IVR

Agent DeskTopTelephone

Awaya G3 Switch

CRM INTEGRATION

CTI ARCHITECTURE (probably)

AT & T Cloud

Customer Telephone

Oracle DB Server

Edify IVR

Oracle eBuss Client Desktop / Teleset

Avaya Definity PBX

CTI Middleware

CT Connect 6.0

Oracle CRM Environment

TCP / IP Connection

CT Connect Telephony Adapter

CT Connect Configuration

Sample CT Connect Configuration

List of Questions• Whats the Version and patch for Envox CT Connect and version of Oracle Telephony

Adapter Server (OTAS)? 6.1• Does NStar use only Envox CT Connect for CTI or does it use Envox Call Information

Manager (CIM)? No• If no Envox CIM then which component is passing the IVR call data from IVR/PBX to

Oracle CRM? • Does Oracle Telephony Adapter Server (OTAS) connect to CT Connect directly and

what connection (TCP/IP)? • Or is there an adapter between CTConnect and OTAS?• Is the IVR infront of Switch or Back of Switch during call flow?• Is there an Integration between OTAS and IVR by passing CTConnect?• Who does the call routing Avaya Definity ACD or Routing in OTAS and skills / groups

defined ?• Agent Login / logout / Change state / Transfer / Dialing etc screen shots• Does dial out of call center to customers using softphone?• Whats kinds of transfers used with softphone?• Technical / Design Docs or Screen shots of the CT Connect Configuration / OTAS

Configuration and Oracle CRM and Telephony desktop client.

Answers•  

• Whats the Version and patch for Envox CT Connect and version of Oracle Telephony Adapter Server (OTAS)?•        Is it CT Connect v.5.0 or it has been upgraded. •  •     Can you please clarify what is meant by CT-CONNECT Patch here...  • OTAS version I will come back whether we applied any patch after 11.5.10 CU-2•  •     For your information, CT Connect version is 6.1•  • Does NStar use only Envox CT Connect for CTI or does it use Envox Call Information Manager (CIM)? •  •     It uses Envox CT-Connect, which was mentioned in transition.. Call information manager we are not

using..............

• If no Envox CIM then which component is passing the IVR call data from IVR/PBX to Oracle CRM? •  •     I already mentioned this also. Here IVR is running in server mode, WebMethods is throwing IVR data

packets...

• Does Oracle Telephony Adapter Server (OTAS) connect to CT Connect directly and what connection (TCP/IP) or is there an adapter between CTConnect and OTAS? 

•  •     I clearly mentioned Oracle standard configuration. •  •     I would like to know what is meant by TCP/IP configuration.•  •     Adapter for Intel NetMerge Call Processing Software  adapter provided by Oracle has been used for

configuration, which is standard.

Answers• Is the IVR in front of Switch or Back of Switch during call flow? •  • Can you please clarify this? What is meant by infront OR Back. If I understood correctly, IVR is

maintained by AT&T we are collecting the data packets. 

• Is there an Integration between OTAS and IVR bypassing CTConnect? •  • I need to discuss with you on this? We discussed already and your understanding is needed here. 

• Who does the call routing Avaya Definity ACD or Routing in OTAS and skills / groups defined ? •  • We mentioned Enhanced Passive mode... 

• Does dial out of call center to customers using soft phone?•  • We implemented Advanced inbound and this is inbound call center •  • Whats kinds of transfers used with soft phone? •  • Can you please let me know different transfers.. I may classify depending on the same. I am not clear with

your question