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TeleServices CallManager Features
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Open Standards Based Implementation
The CallManager leverages industry standard interfaces and services to deliver its rich functionality. The use of standards where ever possible to gain access to data, electronic messages and desktop applications enables you to rapidly integrate existing and emerging applications and technologies as your business needs change.
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Intuitive and Graphical Call Control
The CallManager graphical user interface makes dialing, answering, transferring or conference calls as easy as pointing and clicking with a mouse. It includes call management capabilities that let the users view calling information and prioritize or screen the calls. Users can drag a name from the phonebook into the conversation to setup a conference. Incoming caller-id is used to display caller name, title, and company information from the phonebooks. The popup options can automatically display the CallManager window when needed and minimize it the call is completed. This graphical interface brings together call status information, quick access to telephony features and readily available contact information for the users.
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Call Prioritization and Screening
The CallManager can automatically determine if a caller is "important" based on rules set by the user. In addition to caller information pop-up, it can:
- Display the priority of the caller on the screen
- Provide different notification - ring patterns, beeps or announcements using the PC sound facilities
- Allow the user to easily answer the call or send it to voice mail or a co-worker
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Integrated Information Management
- Directories: The CallManager supports multiple personal phonebooks and corporate directories that can store contact information such as address, numbers, photo-images, notes etc.
- Shortcuts: The Speed buttons provide a one-click access to dialing, launching applications, running a macro, accessing a feature or a Web site.
- Call Logs: All call activity is logged and can be viewed selectively by name, number or by call type inbound, outbound, abandoned etc.
- Call Statistics: Provides visibility on the users call handling performance through graphical displays and tables.
These contact applications can be readily accessed by clicking on their icons in the integrated user interface. Information from one application can be dragged and dropped to another avoiding the need to re-enter data.
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Access to Intranet, Corporate and Public Directories
The CallManager allows you to view, access and use information from multiple LDAP compatible directories. LDAP is supported by the Network Operating Systems such as the Novell NDS, Microsoft Exchange, Netscape SuiteSpot servers and other E-mail or Voice-Mail directories. The LDAP directories are accessed through the same easy-to-use phonebook user interface that is used for the personal and group databases. You can make calls, send e-mail, make distribution lists and print information from these LDAP directories.
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Customizable Print Layouts
From the CallManager print dialog, you can not only select one of the pre-defined report styles for printing lists, labels or envelopes, but just as easily customize the report using the graphical design capability to drag and drop fields, change fonts or insert logo's or pictures. Your data in the phonebooks can now travel with you on paper in your address book.
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Exchange Data with Desktop Applications
In your computing environment, data resides as names, numbers and addresses in various applications, generally unusable by all except the originating application. The CTILink and Copy to functions let you quickly and very easily exchange these data elements between the CallManager and other applications without requiring any programming. To make a call, simply highlight a name, number, e-mail address in an application and click on the telephone icon in the Windows Taskbar. The CallManager will lookup the name in the phonebook and dial the desired number. Similarly information from the phonebooks can be moved into other applications by highlighting the entry and selecting the Copy option from the right-click popup menu.
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Telephony Tool for Desktop Applications
Where closer integration is required with a Windows application, the CallManager supports OLE Automation, a Microsoft standard for software components. This exposes and allows the call management functions to be called from another Windows application and the CallManager becomes the telephony component for that application.
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Scripting Language for Customization
The CallManager includes a industry-standard visual basic programming environment that can be used to extend and customize both the call management functions as well as to integrate it with the other Windows applications.
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Integration with PIMs
The Personal Information Manager (PIM) integration, using the scripting language, allows the contact data resident in that application to be used transparently with the CallManager.
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