NEW!!! Cynergy CTI Link by U.S. Infotel

The U.S. Infotel Agent Solution for Screen Pops is designed to give your Call Center agents inbound database screen pops based on Inbound Caller ID or ANI (Any Number Identification) automatically. These abilities are designed to work with Windows 95/98/2000 /Windows NT Workstation and Windows XP PCs and offer advanced functionality to assist agents handle calls more efficiently.

 

U.S. Infotel Cynergy CTI Link Software features screen pops by using Caller ID and ANI (Any number identification).

Cynergy CTI Link Software integrates with third party applications using its own scripting language and object-oriented technologies to allow screen pops in customer applications as well as within U.S. Infotel CTI Link Software itself.

The solution is designed to provide significant savings on the amount of customer service agent time needed to service inbound calls.

In the call center, agents are equipped with the U.S. Infotel Cynergy CTI Link Software which is to become the front end for all their telephone activities. When they log on to their PC they screen pops and much more at their fingertips. Of course this functionality can vary depending upon the brand of the PBX.

Our Cynergy CTI Link Software features the following:

• Integrates with your existing applications
• Caller ID integration
• TAPI support

Understanding the benefits of desktop CTI is crucial in the development of a desktop telephony application. U.S. Infotel has taken years of listening to customers wishes and combined that with our fundamental understanding of software and telephone systems to create a revolutionary program, Cynergy CTI Link Software.

Openness was another concern of ours. We understand that you want a telephony application to work with, and enhance, your existing software.

Cynergy CTI Link is a program that uses the caller ID information from the PBX to display a contact record in Goldmine or Outlook and has been developed to work with a variety of other CRM packages such as Pivotal and SalesLogix. This program searches Goldmine or Outlook to see if the caller ID phone number matches the Main Phone Number of any contact in the database. If it finds a match on the contact record or any additional contact records then the contact record is displayed in Goldmine or Outlook; if it does not find a match then a custom "Add Contact" form is displayed.

 

The first thing about Cynergy CTI Link that you will notice is the interface - small windows which are always on top of your Windows 95, 98 ,NT or 2000 Desktop.

We were committed to creating a unique, non-intrusive interface. Unlike other desktop telephony applications, CTI Link never takes control of the users PC unless you specifically request it to. When a call gets transferred to your phone, Cynergy for TAPI displays CallerID information, and pops the record in the database application such as Goldmine if the record already exists. There is also an option that will allow it to pop in Goldmine or not.

Cynergy CTI Link has a few options at the moment and more are on the way. Below is a list of these options and a brief description of what they do.

Caller ID form:

This form shows the Caller ID information and allows you to either go to the record in Goldmine or ignore the call.

Show button:

This button shows the record in goldmine matching the caller ID information on the form if one exists. If no matching record is found the "Add New Contact" form will be shown.

Ignore button

This button will ignore this call and put the program back into wait mode.

Options menu - Goldmine:

Show Popup Window:

This menu option allows you to bypass the pop window. The default is to have a window pop-up when someone calls. If you do not want to see a window with the caller information but want the record in Goldmine to just pop-up then leave this unchecked.

Open in new window:

There are two was for a record to be displayed in Goldmine using the caller ID information. The first is to have the current window in Goldmine display the new contact record. The other way is to have goldmine open a new window in goldmine and display the caller's information in this new window. This option lets you decide which way you wish to view the information. If this option is checked then goldmine will display the caller's information in a new window if it is not checked then the current window will change to the caller's information.

Edit Options:

This allows you to change your Goldmine Username and Password, the path to the Goldmine executable, the Telephony device you are using and the options listed above.

 

Options menu - Outlook:

Show Popup Window:

This menu option allows you to bypass the pop window. The default is to have a window pop-up when someone calls. If you do not want to see a window with the caller information but want the record in Goldmine to just pop-up then leave this unchecked.

Search Company Field:

With Outlook you can either search just the Business Phone field or both the Business Phone field and the Company Name field. If either gives a match it will pop a record.

Edit Options

This allows you to change your Goldmine Username and Password, the path to the Goldmine executable, the Telephony device you are using and the options listed above.

File Menu:

Close:

Closes program (If program is closed then no caller ID function will be displayed)

Add Contact Form - Goldmine:  

This form will be populated with the caller ID name in the Company field and the caller ID phone number in the Phone Number field. If you wish to add this contact to Goldmine just type the persons name in the "Name" box and click on the Add button; if you do not simply click on the Ignore button.

Add Button:

This button adds the new contact information into Goldmine.

Ignore Button:

This button will simply ignore the current caller and place the program back into wait mode.

NOTE: If you wish to exit program and the window is not on screen, right-click the red telephone icon in the Windows system tray (by the clock) and choose Exit.

Features:

• Full call control from your PC
  • Answer incoming calls
  • Place calls
  • Hang up
• Uses a nonintrusive call handling metaphor
  • Seamlessly integrates into your desktop environment
  • Abandons the 'telephone in a PC' look/feel interface
  • Lets the user retain control of their environment at all times
• Outgoing calls can be made from virtually any Windows or DOS based application
  • Robust keyboard macro system
  • DDE - Paste Link from your application into Info-Link for TAPI
  • DDE communication from an application
  • Drag and Drop from a compliant application
  • Wide Open to developers. TAPI enable your apps with just a couple lines of code
• Incoming Caller ID information can be sent to any Windows based application
  • You can send the CID before answering the call
  • You can send active call CID to an application
  • Uses Keyboard macros to achieve integration
• Powerful personal and global dialing databases
  • Store unlimited records containing Company, contact, telephone number and key information
  • Uses the familiar Windows interface for sorting by clicking on the headings
  • Global list allows you to have a company wide dialing database that can be kept on a network drive and accessed by everyone in your company
  • Integrated edit utility for both databases
  • Database keys allow you to group records based on their key
• Caller ID by Number Translations
• Direct Access to Popular Applications
  • We have integrated Cynergy CTI Link with the most popular contact managers using their development tools/SDKs. This greatly improves our functionality and simplifies installation dramatically. Cynergy CTI Link now functions seamlessly with the applications listed below for outbound and incoming CTI
  • The supported applications are:
  • GoldMine
  • Act!
  • Outlook 98 & 2000
  • Maximizer 5.0 & Maximizer 5.0 Enterprise
  • Internet Explorer
• True 32 bit application
• Familiar Windows interface with "What's This" help

System Requirements

• PC running Windows 95 or higher, or Windows NT ver 4.0 or higher
• Installed and functioning Telephony Service Provider (TSP)

TSP should be capable of performing or providing: Caller ID, Hold, Transfer, Conference, MWI indication, LAN connection (Headset recommended).

Benefits

• Allows the user to continue working while dealing with calls
• Does not force the user to act on calls
• Increasing outbound dialing productivity by eliminating misdials
• Removes the user from dealing with the phone on their desk
• Seamless integration into the users desktop environment
• Integrates with any Windows application
• Open to developers
• Is always visible to the user regardless of what application they are in
• HotKeys speed up all telephony functions
• Gives the user a sense of control and a general feeling of well being

Answer these questions in an email to receive a full evaluation of your desktop needs.

When integrating a PBX to the desktop there are certain criteria needed before the actual connection and integration can take place. The following questions must be answered:

1. What kind of phone system is the client currently using? (Make and model number)
2. Number of Trunks for voice
3. Number of Trunks for data (fax, internet etc;)
4. What kinds of phone sets are on the desks? (Model numbers, brands,)
5. How Many phone sets in use now?
6. How many phone sets do you want to integrate?
7. What kind of interface goes into the phone system? (T1, analog, isdn, ect.) (What goes directly into the phone box in the phone room?)
8. Is there a port on the back of the phone sets to interface with the computer system? Or is the phone system PC based interfaced into your network?
9. What brand and build of database software is the client running? Ie; GoldMine, ACT, Telemagic, is the client running?
10. For screen pops, does your Telephone Co. support Caller ID?
11. How many seats are there for the desktop dialing and/or screen pops?
12. Name and phone number of client's interconnect (telephone repair person or supplier)
13. What kind of computers are on the client desktops - CPU Speed, RAM, Operating System?
14. What kind and size of server?

System requirements for Screen Pops:

Workstations:

• Pentium 500
• 128MB RAM
• NT /2000

Server:

• Pentium III
• 256MB RAM
• NT /2000
• 100Mb network preferred

Price per seat is $189.00.

Call or e-mail for custom development pricing.

E-mail: sales@usinfotel.com