Configuring Optional CTI (Computer Telephony Integration)

The ToCoM Suite is supplied with a TAPI 2.2 compliant CTI Interface. If you use a TAPI interface in your call-centre, or your telecoms supplier provides a TAPI enabled interface to your switch (ACD) or switchboard, ToCoM will normally be able to integrate to it.

Using the CTI interface, you'll be able to use the progressive assisted dial features of the system, and, depending on the interface capabilities of your TAPI implementation, inbound call auto-answer with CLI (Caller Line Identification) call recognition (customer details 'pop-up') and DNIS (Dialled Number Identification Service) routing.

Where another CTI interface type or server is used, the ToCoM Suite will require different interface drivers – contact iSYS Systems Integration for details on working with other CTI interfaces.

Within the ToCoM Suite, the CTI interface is set up and configured for each desktop instance, or workstation. This allows you to decide which workstations will use CTI (for example, where you may have a limited number of CTI licences) – users may switch CTI on and off dynamically, dependant on your requirements.

To be able to use the CTI Interface, the relevant TAPI driver from your telecoms supplier must be installed on the workstation. Follow the instructions provided by your telecoms supplier to install appropriate TAPI drivers on your workstations:

To set up ToCoM to use your installed TAPI driver, follow these steps:

• On the workstation on which you wish to use the CTI interface start the ToCoM Suite, then start the Desktop option.
• From the View menu on the main toolbar, select the System Configuration option.

• From the Desktop Configuration Options dialogue that appears, select the System Interfaces tab.

• Check the CTI Interface is Available box to enable CTI options.
• Select the TAPI Provider you require from the drop-down list of available drivers. If the driver you require is not listed, ensure that it has been properly installed on the workstation. Pressing the Configure button will allow you to set driver options for your chosen TAPI provider.
• If your switch (ACD) or switchboard requires that telephone numbers are prefixed with the digit 9 in order to make an outbound call, check the '9' prefix option – otherwise leave this un-checked.
• The Show TAPI Log option allows you to display an on-screen log of calls to, and responses from, your TAPI provider, and is generally used for de-bugging information if problems are encountered. Leave this option un-checked, unless you are experiencing problems with CTI integration.
• The option Use Desktop Progressive Dial allows the ToCoM Desktop to 'auto-wrap' outbound calls where a line is busy, unanswered or unobtainable. These options are set up on a Campaign basis through the Campaign Manager – see the Campaign Manager User's Guide for more information. This option also depends on the information that your TAPI provider is capable of supplying to ToCoM – certain interfaces may only provide some of this capability.

When you click on the Apply button to save your changes, ToCoM will attempt to initialise the Softphone on the Advisor Desktop.

If the ToCoM Softphone starts up in Ready or Release mode, you've successfully configured CTI on the workstation – try making some 'dummy' calls to ensure everything's working. For more details on working with the Softphone, and configuring its operation, see the Desktop User's Guide.

If the Softphone 'LCD Display' shows Error, check the following:

• Your TAPI provider is installed and working properly.
• Your switch (ACD) or switchboard is on-line, and network connections are correct.
• Go to the Desktop Configuration Options dialogue, and check the Show TAPI Log option. Re-start your ToCoM Desktop and check any error messages displayed in the TAPI Log window.
• Workstation and User permissions for your CTI provider have been correctly entered, where applicable.

If you're encountering difficulties setting up ToCoM to use CTI, please register for support via our website on www.tcmsys.com.