Lucent Technologies MERLIN LEGEND System Manager's Manual page 215

MERLIN LEGEND Communications System Release 5.0
System Manager's Guide 555-650-118
5 Putting the System to Work
Optimizing Your System
NOTE:
A DLC only passes calling party information when it is not one of the
extensions using a CTI application. For details, see the Feature Reference.
Incoming/Outgoing
Calls
Public
Network
Figure 5–6. CTI Link Overview
Along with the features they provide, applications can perform these system
functions through a CTI link:
Answering calls arriving on an SA button
Making calls from an SA button
Hanging up calls
Hold and retrieving a call on hold at the user's extension
The link supports applications for customer service and helplines, telemarketing,
sophisticated call-handling, and other purposes where automated access to
computer system-based information is useful. These applications perform
functions such as power dialing of telephone numbers stored in a database, call
monitoring, and integration with pop-up database information about a caller via
their phone number (in this case, the incoming lines be must provided with Caller
ID services through PRI, NI-1 BRI, or a local service provider via the system's 800
GS/LS-ID module). Pop-up database information can also be generated through
callers' responses to a voice response unit.
MERLIN LEGEND
Release 5.0
CTI Link
Turn
powe off
inser r befo re
remo ting ving or
mod ules
AG INPUT
VMS/AA
LAN
Telephony Server
Issue 1
June 1997
Page 5-35
Client Desktop