Value Added Applications

Computer Telephony Integration (CTI)

CTI is the intelligent linking of computers with your small business phone system to manage telephone calls. The following functions can be implemented using CTI.

The following functions can be implemented using CTI.

• Caller Line Identification
• Screen Population on answer – the customer is identified as they call in and their details pop up onto the telephone operator's screen.
• On Screen Dialling – click a button on screen to dial the customer
• On Screen Phone Control System. (Ringing, Answer, Hang-up, Hold, Conference etc.)

Voice Over IP (VoIP)

Voice over IP is jargon for telephone calls using the Internet. An IP telephony network is used by many large and small companies to communicate between sites and from a site to a remote worker. From their small business phone system, the telephone call is converted into data and then sent along a piece of wire (commonly a kilostream) connecting two sites. The call is then reconnected at the other end and changed back into a voice call and the two persons can talk to one another. The sites can also be connected using the Internet instead of a fixed link such as a kilostream. Voice is converted into data, therefore only one link between sites is required which has cost saving advantages for your business. Remote workers are able to have an extension on the telephone system and have access to the same facilities and functionality as office based staff.

Automatic Call Distribution (ACD)

ACD systems are call management utilities that route inbound and outbound calls based on predetermined criteria, streamlining the communication process. Traditional ACD systems process incoming telephone calls on a first come first serve basis. The system typically answers each call immediately and, if necessary, hold it in a queue until it can be directed to the next available call centre agent. ACD software manages multiple call centre queues, keeps a log of call group activity, analyses queues, agents, hold time and much more.

DECT (Digitally Enhanced Cordless Telephony)

DECT is the industry-standard cordless technology. DECT allows users total phone mobility anywhere within a given range. It works on the principle that base stations strategically placed around your workplace create an 'internal' cellular network. Typically, each base station has a range of about 300 metres. DECT systems can either completely replace or run alongside your existing business phone system. In most cases, your DECT handset performs all the functions you would expect from a business phone system. The key benefit of DECT is that your business phone system goes with you where ever you go in the workplace allowing you to make and receive calls internally, giving you access to all the features and benefits of your business phone system.

Direct Dial Inwards (DDI)

DDI allows the user to have multiple telephone numbers, without the need to have expensive direct lines; callers go direct to an extension, without the need to be transferred by the operator.