CTI
Computer Telephony Integration - CTI
Previously restricted to only the largest contact centres due to the huge expense involve CTI is now widely used and is even free of charge with all Avaya telephone systems.
So what is CTI?
CTI is the means by which your desk phone and your PC talk to each other. There are many different forms of CTI and hundreds of different uses.
Contact Centres
For contact centres CTI is essential.
Database Integration
By using Overline Smart Connect we are able to link to most off the shelf CRM’s. Our developers are also able to write bespoke middleware for in-house and proprietary CRM’s. Call us today for more information.
Desktop Applications
Avaya Phone Manager Lite
Avaya Phone Manager Lite
Avaya’s Phone Manager Lite is a free of charge, out of the box product with all Avaya IP Office products, and is perfect for small businesses. It allows users to control and manage their phone from there desktop. They can see the call status of up to 15 colleagues as well as viewing the last 100 incoming and outgoing and missed calls. You are also able to double click any number in both Phone Manager Lite or Microsoft Outlook and your phone will automatically dial the number. Just think how much time Avaya Phone Manager Lite could save you.
Avaya Phone Manager Pro
Avaya Phone Manager Pro
All the features of Avaya Phone Manager Lite plus:
- Full integration with Microsoft Outlook, ACT! 6.0, Goldmine 6.0 and 6.7 and Maximizer 7.5 Enterprise, which will pop up, a contacts record based on their phone number as they call in. Very useful for small contact centres.
- Up to 300 incoming, outgoing and missed call history.
- 100’s of personal busy lamp fields, allowing you to view the call status of any colleague on the same or linked system.
- Visual voicemail display. (If used with Avaya Voicemail Pro)
- Agent Mode – Log in/ Log off/ Busy status
- Door entry control
- Monitor up to 2 queues
Avaya Phone Manager Pro Softphone
Avaya Phone Manager Pro Softphone
All the features of Avaya Phone Manager Pro but does not require a phone. Using VoIP Technology, Avaya Phone Manager Pro Softphone can be installed onto any desktop or laptop and using a headset or the multimedia functions of the PC, Avaya Phone Manager Pro Softphone will act as your desk phone. Avaya Phone Manager Pro Softphone is the perfect solution for remote and home workers.
Avaya SoftConsole
Avaya SoftConsole
Avaya SoftConsole is a PC based console specifically designed for operators to improve call handing and enable administration functionality. Avaya SoftConsole allows the operator to ‘Drag and Drop’ calls to individuals, groups and mailboxes. In addition to call handling feature Avaya SoftConsole allows operators (if allowed by administrator), to control users call features such as forwarding and do not disturb.