Revision as of 10:55, 24 November 2010

Introduction

Dear customer!
It is Slican's pleasure to present perfect tool for maintenance and monitoring of phone calls as well as conference management. The best solution is to use this software with Touchscreen PC.

Functionality

Touch console Slican TouchCTI is destined for phone call operator support in following activities: caller identification, answering, rejecting and transferring call activities support, presentation of internal phones status (free, busy, DND), access to hold and waiting calls queue, retrieving transferred calls if terminal subscriber didn't answers, parked calls management, searching internal numbers list and public phone book, saving and searching call history, conference creating and managing.

Applications

TouchCTI - can be used in:

• Emergency number service (112) stations, dispatcher stations.
• Pproxy stations in large organizations as hospitals, offices, high schools, administrations.
• All types of CallCenter solutions.
• Everywhere with large number of incoming calls.

Requirements

Basic elements of system: Slican server, Touchscreen PC, licence for application.

Installation and configuration

After successful software installation following elements should be configured:

On the Slican server side

Using ConfigMAN application following should be done:

1. License code for Slican TouchCTI should be entered. Sheet: Global settings/Licences Field TouchCTI.
2. Privileges for using application Slican TouchCTI for specified CTS phone should be set. Sheet: Subscribers/Special services Field TouchCTI.
3. Subscriber PIN code should be set. Sheet: Subscribers/Services Field PIN^[1].

On the TouchCTI application side

After installing application button Settings should be selected, following tabs are available:

Connection

CTS phone number, Phone PIN^[1], PABX IP address^[2].

General settings

In this tab following changes should be done:

• Defining button size viewed on screen. It is specially important for persons with impaired visions.
• Do not show transferring calls, - If call was transferred (without announcing and until now there is not realized) - it is no visible in Call Queue Pane (it is visible in Additional options tabs - Forwarded).
• Headphone for a CTS telephone - Switch on/off handling of headphones port in CTS system phone operating with TouchCTI application. Comfortable operation is possible while using headphones without touching system phone CTS. Call handling is provided only using TouchCTI application.
• Enable double click for contacts - depending on user preferences, it is possible to set dialing number option możliwe jest takie ustawienie opcji wybierania numerów za pomocą kontaktów, aby było wymagane potwierdzenie wyboru danej pozycji.
• Show date of last call^[3] - In contact area date of last call is displayed.
• Show time of last call^[3] - In contact area time of last call is displayed.
• Run application at Windows startup.
• Run application in touchscreen mode. This function hide mouse pointer. To switch mouse pointer on you can use shortcut CTRL+M.

If application can't connected with Slican server

Lack of connection is signal with presented beside message in status window. Then application and server IP connections should be checked. If workstation is outside the LAN network or in another network location In router connected to LAN or VLAN where Slican server is installed, port TCP:5529 should be forwarded. Additionally port UDP:5522, used for Slican IP system phones operating, should be forwarded.

Starting up

CTS system phone functions intercept or modify by TouchCTI application

GUI and TouchCTI application elements

Action buttons

Are available in different contents - as icons in Call queue pane or in Contacts Tab.

Establish call, dial number.

Finish call, disconnect while ringing - reject call.

Option selection Context menu.

Call transfer

Mute audio call signaling.

Park this call.

Call queue pane: visualization and call management

Presents active and waiting calls, as well as calls which are returned to TouchCTI. It also enables to pick up, transfer and park calls.

Tab Contacts

Presents contact statuses for ports which are defined in TouchCTI, in contact tabs.

Tab Forwarded

In this tab calls forwarded by TouchCTI are presented. It is possible to present up to 28 such calls.

Tab Keyboard

Enable to use numeric keyboard during number dialing from inside TouchCTI application.

Tab Book

• Quick dialing numbers from private and public phone book.
• Edition of Public Phone Book.
• Quick creating new contacts.

Tab History

Enable to select number from history and eventually add it to the Contacts.

Tab Conference

Enable to create, managing and maintenance of conference.

How to use TouchCTI?

References

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