Computer Telephony Integration (Cti); Lan Tapi - Panasonic DBS 576 Technical Manual

Network BLF (Busy Lamp Field). Using special software and Client and Server PCs connected to
the IP network, one or more attendants can monitor the status of any extension in a physically
separated, networked system. Attendants can use any phones or PCs located in the system.
These powerful networking functions are facilitated by the following DBS 576 hardware connections:
E&M Tie Lines. Multiple DBS 576 sites can be connected over leased voice lines.
T-1 Interface. Multiple sites (called "nodes") can be tied together through network trunk lines, so
that (for example) when one site closes for the day, another node across the country can pick up
their calls. Network users can also turn a long-distance call into a local one, by accessing
another (long-distance) node and then dialing the (local) number.
Q-sig (ISDN PRI) Lines . Multiple DBS 576HD sites can be connected over ISDN lines by using
the Q-sig interface.
Voice over IP Trunk (VoIP-TRK) Lines . Multiple DBS 576 sites can be connected over WAN
(Wide Area Network) IP Network lines by using Panasonic's Voice over IP protocol.

Computer Telephony Integration (CTI)

CTI technology ties computers and phone systems together, allowing phone users to combine the
advantages of both technologies for fast, accurate, effective response to incoming callers. It's a
powerful tool for increasing customer satisfaction, which in turn increases sales for the company that
has CTI built into their phone system. For example:
Customer information could be automatically displayed on a Customer Representative's
computer screen, based on the caller's phone number.
A computer-based phone directory could be used to look up a phone number, and select it on-
screen to automatically place the call.
PBX features such as call transfers, pickups, forwarding, etc. could be executed by clicking on a
computer icon or responding to a screen prompt (no more trying to remember a feature access
code or sequence).
Panasonic is constantly developing new, more powerful CTI applications to work with the DBS 576.
The following describes the CTI products that are currently available.

LAN TAPI

Traditionally, Panasonic PBX systems have communicated with external devices through proprietary
hardware and software. With the introduction of the Microsoft Telephony Applications Programming
Interface (TAPI), communications to a PBX can be accomplished using "industry standard" rules.
Users can now make and receive phone calls from their PCs with third-party vendor software such as
Personal Information Managers (PIMs). Because of these developments, Panasonic is providing
LAN TAPI as a standard method of communication between these third-party applications and the
Panasonic PBX.
The physical LAN TAPI system consists of a DBS 576, a Windows NT network, a "Telephony Server"
machine connected to the network, and one or more user PCs (Win 95/98 or NT). Using Microsoft's
TAPI software and a software program called the Telephony Service Provider (TSP), call control
information (TAPI commands) is translated into commands that can be interpreted by the DBS 576.
Chapter 5 - Special Applications 69