Artisoft TeleVantage PC PBX Phone Systems

Cynergy CTI Link by U.S. Infotel  

CTI Solutions That Grow With Your Needs

Today's advanced PC technology makes CTI affordable for every business, large or small. Best of all, you can start by adding CTI to the desktops of key personnel only, then cost-effectively expand CTI throughout your company as needed.

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 or Windows NT Workstation PCs and offer advanced functionality to assist agents handle calls more efficiently.

 

As well as personal and corporate telephone directories, U.S. Infotel Cynergy CTI Link Software features screen pops by Calling Number and Dialed Number. It can also be configured for outbound desktop dialing to increase the business to business dialing effectiveness of the Customer Call Rep.

Cynergy CTI Link Software integrates with third party applications using DDE (Dynamic Data Exchange), 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 will automatically be logged in to the ACD, and then will have full call control, screen pops, IVR information 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:

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. Therefore, we have created a very open application. To telephony enable your applications you can pick from popular predefined programs, define your own, create keyboard macros, use DDE programming, Paste Link, dial from the clipboard, or Drag and Drop.

If you are a developer you can actually make it seem as if your application supports a complete implementation of TAPI with only a few lines of code. There is no need for you to deal with the complexities of TAPI, we've built the engine, all you need to do is stick it in your car.

Cynergy CTI Link is a program that uses the caller ID information from the IVX phone system 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 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, Info-Link for TAPI displays CallerID information, or simple notification if Caller ID is unavailable, in one of the windows and you can elect to take the call or not. The focus of your operating system will continue to be the application that you are working on until you say otherwise.

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:

System Requirements

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

Benefits

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:

Server: