Toshiba Computer Telephony Integration

Net Phone

Combining the power of the computer with the telephone (CTI) can help to provide significant improvement in productivity, not just on an individual level, but across the whole organisation. Using the Toshiba Strata Net Phone, it is possible to link your telephone systems with your PC network to ensure that every call made or received is referenced to your computer contact files.

Dialling, answering, transferring and placing on hold can all be managed on-screen. Incoming calls can be automatically identified, and if the caller is in your records, their files will appear on-screen. Databases created for other purposes can be used as directories, allowing users to dial numbers directly from their PC.

Net Phone also allows users to take call notes, send instant text messages and to dial a phone number from any application.

Rules based call management is also possible using Net Phone. For example, a user can configure Net Phone to divert calls to voicemail during certain hours of the day, with the exception of calls from priority numbers, such as important customers.

Net Phone will run on any standard PC running Windows 95 (or later), with a minimum Pentium 66Mhz processor and 10 Mbytes of disk space and integrates with most leading contact management and CRM applications.

When a call is received, if the caller’s records are held in a contact management application, their details will ‘pop’ onto the screen. This means the user can respond with a personal greeting and full contact details at the ready.

The sophisticated management offered by Net Phone can greatly improve the efficiency and productivity of Contact Centre agents or any members of staff who receive and make a lot of calls. It is a high quality, excellent-value-for-money productivity tool that eliminates the need to switch from computer to telephone for call processing functions.

Please click here for a PDF brochure of the Netphone

Windows Operator Console

Toshiba’s Windows Operator Console (WOC) provides centralised phone operation in a familiar Windows environment,. Available as either a digital or IP solution it uses drop down menus driven by either a mouse or keyboard.

WOC gives operators, managers and supervisors a high level of call management and control, making it easy to direct calls to the correct recipients. Features include integrated voice and data, foolproof message taking,integration with back office and messaging systems.

The PC console allows operators to transfer calls, take messages, and monitor the status of callers and extension users. To maximise operator flexibility and productivity the software can run in background mode, allowing the operator to work in other applications until an incoming call is received, when WOC will automatically 'pop-up'. For busy reception areas up to four consoles can be connected to the Strata phone system.

WOC provides operators with a call handling solution that is feature rich yet simple-to-use. For example, operators will find it easy to see who is calling and which extensions are engaged, placed on 'Do not Disturb', Call Forward to Voicemail' or free to take calls.

For operators who take messages, it solves the problem of having to hand write a message; instead they simply click on the name of the intended recipient and then type the

message and caller's name into a dialogue box. This automatically lights the message waiting lamp on the recipient's extension, or displays a message if they have an LCD display featurephone. A hard copy of the message can also be printed, or the operator can directly drop the caller into the desired voicemail.

WOC can also be set up to display an on-screen company directory. All extension users are allocated a directory entry, giving useful contact details such as mobile and home numbers.

In addition the WOC features a high level of management reporting. These statistics can show incoming call volumnes, identifying times of peak demand by revealing the number of calls in each hour and how long they had to queue. Operator cover can then be adjusted accordingly.

Computer Telephony Integration is the most radical development in business communication since the invention of the telephone itself. Powerful CTI applications bring remarkable advantages by uniting your PC with your telephone system.

By linking your telephone system with your PC network you ensure every call is made or received with full reference to your computer contact files, significantly reducing the possibility of human error. Incoming calls can be automatically identified and if the caller is in your records, their files will appear on-screen. Databases created for other purposes can be used as directories, allowing you to dial numbers by simply clicking a mouse. Wherever your business communication relies on information stored on computer,CTI can boost efficiency and prevent costly mistakes.

With real-time information-processing, broad compatibility, and genuine flexibility,Toshiba's Strata DK40 and Strata CTX are at the forefront of Computer Telephony Integration. And by forging strong alliances with CTI providers, including creating the first authorised CTI Reseller Programme, Toshiba continues to lead the way in the development of proven CTI solutions.

Flexible Installation
Toshiba's CTI applications are installed to each individual handset as required, avoiding the capital outlay of upgrading your entire system.

Screen-popping
If your software applications can support CTI and CLI (Calling Line Identification), you can have a caller's full computer records flashed to your screen ("screen-popping")the moment the call is made, helping you make the call more personal and informed.

Real-time Information-processing
Unlike other available systems, Toshiba's CTI applications allow orders and enquiries to be processed in real time during the customer's phone call and not at the end of the day, saving you time and vastly increasing efficiency.

Screen-to-screen Transfer
When you transfer a call between extensions equipped with CTI, the system keeps the caller's information together with the call by transferring the relevant files from screen to screen.

Broad Compatibility
Toshiba CTI solutions give fast, inexpensive access to contact management databases, personal Voice Mail facilities and integration with applications utilising the Microsoft TAPI protocol and Windows packages using Dynamic Data Exchange.

The convergence of telephony and computing is a logical development and the companies that exploit the opportunities offered by CTI early will profit the most.

The Strata DK range of telephone systems have been developed to offer first-party CTI capabilities. First party CTI allows connection between a single computer and a telephone, where as third party CTI involves connection between telephone switching equipment (usually a PBX) and a host server/computer. First party CTI gives customers access to CTI solutions without the need for the large capital outlay required for third party CTI.

Click the OAK logo below to view more CTI products for Toshiba's range

Site Index | Latest News | Associated Websites
...................................
Content �2005 Midland Telecom Group, 255 Hospital Street, Birmingham, B19 2YF
Site Design & Development by Eventure Internet
Website design - Eventure