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CallViewer
This section provides details for the Callviewer module in Contact Center Suite.
Introduction
CallViewer (or Connection Assistant) is a software product that provides telephony call
control, screen popping, and desktop automation on a Windows-based computer. This
application makes extensive use of Caller ID and Dialed Number Identification Service
(DNIS).
A CallViewer user will have a networked PC connected to the Server, and a telephone
connected to the company telephone system. When the user makes outbound calls or
receives inbound calls, the dialed number or the Caller ID of the caller, along with other
pertinent customer information, appears in the CallViewer user interface. This enables the
user to see information about the caller before answering. CallViewer can also be used to
screen pop the customer information in the company database, saving you time locating
the relevant information.
Version 4.1 of CallViewer provides Media Blending functionality. When an agent is routed
an e-mail by Intelligent Router, the e-mail message appears in Contact Center Suite just
like a received call.
If you are using Connection Assistant, the information in this section applies, however, refer
to the Options License topic in the online help for details on CallViewer and Connection
Assistant feature differences.
Starting CallViewer
From the Start menu, choose Programs – Inter-Tel Contact Center Suite, and then
select CallViewer (or Connection Assistant).
In the remainder of this section, "CallViewer" is referenced, although the
NOTE
information may also apply to Connection Assistant.
When CallViewer starts, the Startup Wizard begins, as described on the next page.
The features of CallViewer can be limited by specifying passwords on the Server. If the
Server has all password levels set, you will need to enter a password to access CallViewer.
Contact Center Suite User Guide
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