Telephony Services - Panasonic VB-44210G User Manual

Chapter 3. System Features

Telephony Services

(CPC-AII Version 7.0 and higher and CPC-B Version7.0 and higher)
Description
Computer Telephony Integration (CTI) provides communication and
coordination of operation between computers and the telephone system. One
of the most significant emerging standards in CTI is the Telephony Services
Application Programming Interface from Novell®.
Telephony Services is basically a third party call controller. Applications
designed for Telephony Services act on behalf of a group of users. With its
group orientation, Telephony Services provides easy operation, distribution
and transfer of calls and reporting of call handling among other features.
The DBS talks with the Telephony Server using a serial link from a specially
designed Panasonic API Card. There is no physical link between the
telephones and the networked computers. However, a logical link is
established on the Tserver to relate a telephone to a networked computer.
New applications are currently being developed that will work with DBS
Telephony Services. The possibilities for applications are unlimited. For
example:
In addition to general Telephony Services applications, since the DBS
Telephony Services meets a published standard, customized applications may
be developed to meet specific needs.
For more information on DBS Telephony Services, see the "DBS Telephony
Services Installation and Feature Description" in the DBS Section 520. Each
application used in conjunction with Telephony Services provides its own
user documentation.
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- inbound callers may be routed to the most appropriate customer
representative based on the caller's phone number. As the call is
answered, the representative's computer screen automatically
displays the customer's information.
- a computer-based phone directory may be used to not only look
up a phone number but also initiate a call. A corresponding
called party database may be automatically accessed when the
call is initiated.
- the vast array of PBX features may be more easily utilized using
computer screen icons and prompting instead of complicated
telephone feature access codes and procedures
DBS Manual - Revised April 2000
Section 700 - Operation
DBS-2.3/9.2-700