VisionCTI TM (Computer Telephony Integration) is our customer interaction center service platform. Our CTI applications are based on the ECMA/CSTA standards. VisionCTI TM includes a software development tool package including modules which help the customer establish a Customer Interaction Center with fully functional and advanced technology.
VisionCTI TM System Function Module
CTI Server
Supports PBX such as AVAYA G3, Notrel Meridian, and many others.
CTI Link Protocol Interpreter
Exchanges information with Switch
CTI Server Core
- Interact between Switch Link Protocol and Standard Protocol
- Coordinate corresponding relations between different customer-end requests and Switch
- Reproduce telephony events to all related customer requirements
Client-Server Connection Conversation Module
- Reliably transmits information between server end and customer or agent end
- Connects through standard protocol.
- Client Application Interface
- Formats and transmits information to each customer end application
Route Server
The Routing Server implements the telephone routing in accordance with client information and historical data. This solution is able to supplement each inbound call with the client's information and present it to the agent, enabling the agent to provide world-class service.
System Functionality and Features
Intelligent Routing
The Routing Server provides diverse intelligent routing patterns in different condition to the customer interaction. Precise telephone routing can greatly enhance the efficiency and the service level of customer interaction center.
Data Driven Routing
Integration with the client's database and application modules enable telephone routing in accordance with the commercial strategy formulated by the clients. Customer information can be collected by IVR or based upon customer email address, and can interface with the platforms so the call is routed appropriately.
Profile Routing
Allow the customer interaction center to implement telephone routing in accordance with the agent skillsets.
Multi-Media Routing
Through the Route Server, the enterprise has the ability to establish and to manage a comprehensive multimedia contact center, including interaction between voice and the Internet including online chats, VoIP, and E-mail. The Route Server has the ability to deal with voice, VOIP, E-MAIL, WEB and other media simultaneously. The unified route module can appraise each interactive type, in order that each connection receives an appropriate processing and processing priority.
Flexible Routing Strategies
Facilitate the adaptation of the routing strategies through a sophisticated graphical user interface. The administrator of the customer interaction center is allowed to formulate different routing strategies in accordance with the different customer information, the Service-Level objective, the customer interaction center resources, as well as other possible commercial factors.
Center Control Server
Corresponds with CTI, monitors the ACD status, directs the ACD work and other on-line application services:
Main function: coordinate, dispatch CTI subsystem activities, assist other CTI subsystems to complete the corresponding functions.
These functions include:
- Complete the soft telephone function coordinating with the CTI-Server and agents;
- Pop-up screens in conjunction with an incoming call;
- Simultaneous data /voice transmissions when IVR switches calls between agents;
- Assist IVR to realize outward dialing;
- Enable IVR to distribute messages to every agent;
- Distributes faxes to every agent;
- Agent Number Statement;
- Farewell Announcement
STAT Server
- Communicates with the CTI-Server, collects ACD information from call events, carries on analysis and stores the data.
- Function Accomplished
- Tracks a call, from the beginning to the end.
- Records in detail the call circumstances.
- Carries on the analysis and the statistics from the call recording, designs report forms thereafter.
- Creates report forms from the CDR, such as agent out-dialing, PDS out-dialing, and VDN switching.
Agent Management and Monitoring / Functionality
- Agent status monitoring (ringing, telephone conversation, disengagement, etc.)
- Real-time and historical data of agent calls (calling number, called number, calling duration, accumulated calling duration, accumulated number of calls, average calling duration, etc.)
- Monitoring and authority management implemented by administrative personnel.
- Management operation of agent calls (monitor agent calls, forcible plug agent calls, forcible breaks, forcible agent sign out)
- Management realized in local/network
Features
Simplification of Development and Expansion
Being the intermediate system platform of the call center, VisionCTI TM accomplishes various functions such as CTI interface, calling control, statistics and monitoring, etc. In the mean time, VisionCTI TM allows the integration of different products, enabling the application procedure to be independent of the switch. This enables developers to concentrate on software development.
Powerful Development Environment
VisionCTI TM API is the software development package of VisionCTI TM. It provides a convenient application development environment to the clients. VisionCTI TM API includes following interface or function interface:
The third party telephone control API parameter based on ECMA CSTA
- Call Router API
- IVR Control API
Information Management API
VisionCTI TM API is utilized by all the Vision series products, including VisionLog TM, VisionIVR TM, VisionPDS TM. The clients can make use of Vision API in their own application procedure.
- VisionCTI TM Users
- Powerfurl Functionality
- ECMA CSTA 218 Standard
- Call Control Application
- Sophisticated Graphical User Interface
- Soft Telephone
- Screen Pop-up
- Intelligent Inbound/Outbound Routing
- Simultaneous Transmission of Voice and Data
- Call Monitoring
- Real-time historical Information Management
- IVR Control
