Samsung Electronics Co., Ltd.IAP R&D Group CTI Part1 Introduction to Samsung CTI Nov. 19, 2002 Sang Hee Lee.

Samsung Electronics Co., Ltd. IAP R&D Group CTI Part 1

Introduction to Samsung Introduction to Samsung CTICTI

Nov. 19, 2002Nov. 19, 2002Sang Hee LeeSang Hee Lee

Samsung Electronics Co., Ltd. IAP R&G Group CTI Part 2

What’s CTI ?What’s CTI ?

Call Center Agent

CTI LINK

Switching System

K/P, PBX

Switching System

K/P, PBXCTI ServerCTI Server

Other ServerOther Server

Other AgentsOther Agents

PSTN


What is CTI ?What is CTI ?

• Switch + ComputerSwitch + Computer

• Value Added DeviceValue Added Device

• Host / Database SystemHost / Database System

• LAN, InternetLAN, Internet

* CTI is an Integration* CTI is an Integration

* Computer Telephony Integration* Computer Telephony Integration

Not a Not a SystemSystem


Major Areas of CTIMajor Areas of CTI

• Call CentersCall Centers

• Business ApplicationsBusiness Applications

• Personal ProductivityPersonal Productivity

TelemarketingTelemarketingPre/Actual/Post Sales ActivitiesPre/Actual/Post Sales ActivitiesDistributed Help DeskDistributed Help DeskEnterprise/Virtual/Internet CCEnterprise/Virtual/Internet CC

Business EnvironmentBusiness EnvironmentAccurate and Easy Access to Accurate and Easy Access to

information relying on information relying on TelecommunicationTelecommunication

Office EnvironmentOffice EnvironmentHeavy Phone UsersHeavy Phone Users


CTI Major FunctionsCTI Major Functions

• Telephony FunctionsTelephony Functions- Make Call, Answer Call, Transfer, Conference…- Make Call, Answer Call, Transfer, Conference…

• Directory CallsDirectory Calls- Phone Books, Chain Call…- Phone Books, Chain Call…

• Inbound CallsInbound Calls- Call Distribution, Advanced Service …- Call Distribution, Advanced Service …

• Outbound CallsOutbound Calls- Preview Dialing, Progressive Dialing, Predictive Dialing…- Preview Dialing, Progressive Dialing, Predictive Dialing…

• Integrated FunctionalityIntegrated Functionality- Inbound Service and Outbound Dialing- Inbound Service and Outbound Dialing

• Management InformationManagement Information- Statistical Reports…- Statistical Reports…


CTI Major FunctionsCTI Major Functions

• Computer Assisted RoutingComputer Assisted Routing- Intelligent Call Routing- Intelligent Call Routing

• GUI Based ApplicationsGUI Based Applications- User Interface, Ease of Use and Maintenance- User Interface, Ease of Use and Maintenance

• Internet IntegrationInternet Integration- E-Mail, Callback Service, Voice over IP(VOIP)- E-Mail, Callback Service, Voice over IP(VOIP)

• Unified Message ManagementUnified Message Management- Voice Mail, E-Mail, Fax Mail…- Voice Mail, E-Mail, Fax Mail…

• Connectivity with NetworkConnectivity with Network- Host DB Access, Internet, Multimedia…- Host DB Access, Internet, Multimedia…


Samsung K/P CTI ProductsSamsung K/P CTI ProductsProduct

iDCS Call

iDCS News

ICC

VDC Linker

iDCS Call Plus

Main Feature

Desktop Telephony AP

Web Based News Server

Internet Call Center Solution

K/P CTI MSG Distributor

Caller Information Provider

Driver

SCTSP32

X

DCSTSP

X

SCTSP32

Running OS

Win98/NT/2000/XP

Win98/NT/2000/XP

Server : Win 2000Client : Win 98/2000/XP

Win98/NT/2000/XP

Win98/NT/2000/XP

RLS

’02. 10

’02.10

’03

’02.10

’02. 10

EasySet Web Based DGP Manager VDC Linker Win 2000 / XP ’02.10

TSP 2.1TAPI Based

Telephony ServiceProvider

DCSTSPAgent: Win 95/98/NTServer: Win NT ’99.10


S/W StructureS/W StructureiDCS Call +

TSPI

Telephony Service

SCTSP32.TSP

TCP / IP

VDCLinker.EXE

CTI Event / Message(SIO, TCP/IP)

DCS Key-phone System

Windows OS series (98/Me/2000/XP)

TAPI


iDCS Call / PlusiDCS Call / Plus

TAPI based Desktop Call Control Software TAPI based Desktop Call Control Software Caller Information ProviderCaller Information Provider


ConfigurationConfiguration

PSTNiDCS Call User 1

iDCS-500/828/100/Premium

DCS180/Compact

iDCS Call User 2

VDC Linker

TCP/IP

Telephone Line

iDCS Call Plus


Main WindowsMain Windows


FeaturesFeatures

• Call ControlCall Control– Dial (Hot Key: F2)Dial (Hot Key: F2)– Answer (Hot Key: F3)Answer (Hot Key: F3)– Release (Hot Key: F4)Release (Hot Key: F4)– Redial Redial – Hold (Hot Key : F5)Hold (Hot Key : F5)– Transfer (Hot Key : F6)Transfer (Hot Key : F6)– Conference (Hot Key : F7)Conference (Hot Key : F7)– Make New External CallMake New External Call– Continuous DialingContinuous Dialing– Pick UpPick Up– Toggle (Hot Key : F11)Toggle (Hot Key : F11)– PagePage– Send DTMFSend DTMF– Call Back (Hot Key : F10)Call Back (Hot Key : F10)– Leave MessageLeave Message– Camp On (Hot Key : F9)Camp On (Hot Key : F9)– OHVAOHVA

• Station SetupStation Setup– Lock / unlock StationLock / unlock Station– Do Not DisturbDo Not Disturb– Call ForwardCall Forward– Follow MeFollow Me– Message ListMessage List– Call Back StatusCall Back Status– Auto AnswerAuto Answer– Auto Trunk Call BackAuto Trunk Call Back

• Scheduler ServicesScheduler Services– DND, Outgoing call, Forward,DND, Outgoing call, Forward, Station LockStation Lock– Once, Daily, Weekly and YearlyOnce, Daily, Weekly and Yearly– Completed, scheduled, Completed, scheduled,

rescheduledrescheduled– Remind NoteRemind Note


FeaturesFeatures

• Call NotificationCall Notification– For Incoming External CallFor Incoming External Call– For Incoming internal CallFor Incoming internal Call– For Outgoing CallsFor Outgoing Calls– Bring Smart Control to Front on Bring Smart Control to Front on

Incoming CallIncoming Call– Playing a Sound File for an Playing a Sound File for an

Incoming CallIncoming Call

• UtilitiesUtilities– To Set the Page Zone NameTo Set the Page Zone Name– To Set the Time Out ParametersTo Set the Time Out Parameters– To Set DDE options as ClientTo Set DDE options as Client

• Directory ServicesDirectory Services– Create New Book Create New Book – Add New ContactAdd New Contact– Delete / Rename BookDelete / Rename Book– Edit Contact RecordEdit Contact Record– Connect Network Phone BookConnect Network Phone Book– Import / Export Phone BookImport / Export Phone Book– Search DatabaseSearch Database– Print Fields / Preview Print Fields / Preview

• Call Log ServicesCall Log Services– To View Each Log or All LogTo View Each Log or All Log– To Sort Log ItemsTo Sort Log Items– To Print Log ItemsTo Print Log Items– To Delete Log ItemsTo Delete Log Items– To Save Call Log NoteTo Save Call Log Note– Redial from Call Log ListRedial from Call Log List


Ringing / Screen PopupRinging / Screen Popup

PSTN

CID# : 279-4352 Cetrallized Contact DB

Customer DB

iDCS Call

Caller ID =>

(279-4352)

Caller ID =>

(279-4352)

Data Base

Data Base

Local Contact DB

Caller ID =>

(279-4352)

Caller ID =>

(279-4352)

Caller Information (279-4352 Lee Sang Hee ……)


iDCS Call PlusiDCS Call Plus

• searches the iDCS Call database by CID ansearches the iDCS Call database by CID and sends searched result to the key telephod sends searched result to the key telephone system.ne system.

• Falcon Phone OnlyFalcon Phone Only


Popup SamplePopup Sample


Thank you….Thank you….

Samsung Electronics Co., Ltd.IAP R&D Group CTI Part1 Introduction to Samsung CTI Nov. 19, 2002 Sang Hee Lee.

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