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CTI Data ConnectorOEM Edition
The CTI integration in your software
application..
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A typical situation

• Your customers wish to use CTI (Computer
  Telephony Integration) functions
• This requires specialized know-how at your
  software development department
• Your customers have different CTI servers and
  telephone systems installed
• There is no standard within telephone systems
• Your customers use multiple databases for storing
  addresses. The CTI application should use these
  databases

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The solution

• CTI Data Connector (CDC)
• Connects your application to any CTI server
• Middleware for your application
• Easy integration of any database with direct
  access or a layer and integration of Outlook
  contact folder(s)
• Integrates smoothly you can configure nearly
  everything (logo, internet address, programme
  name etc.)

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CTI concepts short overview

• A CTI application can make connections
  between a PC and a telephone system in 2 ways
• First Party local connection between PC and
  phone
• Third Party connection direct at the telephone
  system (PBX) with a CTI server

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First Party
Phone with TAPI interface
V.24 / USB
The connection between PC and phone is
implemented with a serial interface or USB. The
phone must have a TAPI interface
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When choose First Party?

• If a PBX does not provide Third Party connections
• If you have less than 15 to 20 users - the First
  Party solution is considerably cheaper
• Newer ISDN phones have already a TAPI interface
  integrated. A re-fitting costs between 50 and 100
  Euro.

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Third Party

• Components
• Telephone system
• Phone
• Server
• PC
• Network
• Connection PBX / CTI Server
• Protocol

ISDN cardV 24Ethernet
CSTA or proprietary protocol
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Third Party

• A central connection between PBX and PC
  network with a CTI server
• Advantages
• Easy integration
• PC and phone are a logic unit
• No connection (cables) at the workstation
  necessary
• An nearly unlimited amount of users possible
• The existing phones can be used

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CDC Concept
C D C
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The 2 CDC modes

• CDC works in the background as a middleware
  between the legacy application and the CTI server
  
• CDC can be brought into action at every
  workstation, where the legacy application is not
  installed Standalone Mode (Client software with
  frontend)

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Functions of CDC (Standalone Mode)

• At all workstations without a legacy
  application
• Offers complete functions of a telephone software
• Outgoing calls
• Incoming calls
• Phone book with addresses from the legacy
  application (n databases) and Outlook
• A list of all ingoing and outgoing calls
• Private phone book
• Phone notes are stored back in the legacy
  application through a XML file. If the caller
  address is stored in Outlook, the phone note is
  stored in the journal and task list

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An example

• A workstation without the legacy application
  wants to make a telephone call
• Activate CDC by clicking the icon in the
  system tray
• Make a search in the legacy databases and Outlook
  using the phonebook

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Phonebook

• You can access the addresses from the legacy
  databases and Outlook through the phonebook

Legacy DB Local DB with private Addresses Outlook
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An example

• A workstation without the legacy application
  wants to make a telephone call
• Activate CDC by clicking the icon in the
  system tray
• Make a search in the legacy databases and Outlook
  using the phonebook
• Double click to make the connection
• Write the telephone note in CDC

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Telephone note
Write a telephone note during a call
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Follow-up memo
Enter a follow-up memo and send it to a colleague
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An example

• A workstation without the legacy application
  wants to make a telephone call
• Activate CDC by clicking the icon in the
  system tray
• Make a search in the legacy databases and Outlook
  using the phonebook
• Double click to make the connection
• Write the phone note and follow-up memo in CDC
• CDC stores the telephone note and the follow-up
  memo in a XML file (cdcjobs.xml) and
  automatically activates a component for saving
  the data in the Legacy Application

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Content of XML file CDCJOBS.XML

• ltJobKeygt20020123162838856787lt/JobKeygt
•   lthTapiCallgt18036lt/hTapiCallgt
•   ltJobModegt2lt/JobModegt
• ltForeignTelgt0044734273833lt/ForeignTelgt
•   ltProfilegtApplikation 1lt/Profilegt
•   ltADRKeygt11995106183752lt/ADRKeygt
•   ltADRTextgtUnited Whisky Destilleries Ltd.
  Freemont Tower 3 Perkens Bridge GB-Windsor SL4
  4QQlt/ADRTextgt
•   ltCustomerIDgtD200004lt/CustomerIDgt
•   ltASPKeygt102000032012145314lt/ASPKeygt
•   ltASPTextgtMr. Bob Sprithlt/ASPTextgt
•   ltASPFoundgt-1lt/ASPFoundgt
•   ltADRFoundgt-1lt/ADRFoundgt
•   ltDategt23.01.2002lt/Dategt
•   ltTimegt163920lt/Timegt
•   ltStartTimegt163637lt/StartTimegt
•   ltEndTimegt000000lt/EndTimegt
•   ltActivatedgt-1lt/Activatedgt
•   ltCompletedgt0lt/Completedgt
•   ltManKey /gt

• Outgoing callPhone number
• Database
• Database index of the address
• Address in plaintext
• Customer number
• Database index of the contact person
• Contact person in plaintext
• Additional information of the call
• Telephone note with follow-up and additional
  information

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Incoming calls

• Identification of incoming calls
• All phone numbers of an address
• All phone numbers of a contact person
• All phone numbers of the personal phonebook
• All phone numbers of Outlook

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An example

• An incoming phone call at a workstation
  without the legacy application
• CDC receives a phone number from the CTI Server
• CDC access the legacy database with ADO or with
  an object module
• CDC makes a smart search in the legacy database
  and Outlook
• The caller is displayed with his contact
  information at the screen

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Incoming call
All data of a caller at a glance (Contact person
not identified)
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An example

• An incoming phone call at a workstation
  without the legacy application
• CDC receives a phone number from the CTI Server
• CDC access the legacy database with ADO or with
  an object module
• CDC makes a smart search in the legacy database
  and Outlook
• The caller is displayed with his contact
  information at the screen
• Write the phone note and follow-up memo in CDC
• CDC stores the phone note and the follow-up memo
  in a XML file (cdcjobs.xml) and automatically
  activates a component for saving the data

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Additional functions

• CDC offers in the Standalone Mode additional
  functions

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Calling list

• The calling list shows you information
  about a caller and whether you have answered the
  call or not

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Dialing with your phone

• You dial the phone number manually
• CDC identifies the address of the person you are
  calling and displays the address
• This function is also available if you use CDC as
  a Middleware

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Redial list
The redial list shows you all outgoing calls
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Shortcuts

• Your personal speed dialing list

Internal phone numbers and private phone numbers
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Dialer

• Dial a VANITY number (text is translated in
  numbers - Mirage 647243)

Dialer
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More Highlights

• Dial within an application with a Hotkey just
  higlight a phone number and press a shortcut
• Dial within the Browser with right mouse click
• Dial with a file (if the main application does
  not support DLL integration)
• Signals a call with Fade IN technology down right
  in the system tray

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Functions of CDC (Middleware)

• As a Middleware application, CDC is
  smoothly integrated in the legacy application and
  works invisible in the background
• Incoming Call
• Caller identification with database 1 to n and
  Outlook
• Handing over the caller data via XML to the
  legacy application
• Start the legacy application
• Outgoing calls
• The legacy application calls CDC and hands over
  the phone number
• Establish the call
• Outgoing calls manually dialing with the phone
• Identification of the person you call and handing
  over the data to the legacy application
• Additional functions
• List of all outgoing and incoming calls
• Private phone book
• If the caller address is stored in Outlook, the
  phone note and the follow-up memo is stored in
  the journal and task list

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An example
Making a call from the legacy application

• The legacy application hands over the phone
  number via DLL to CDC
• CDC prepares the phone number in an international
  format and takes account of special configuration
  parameters of the PBX
• CDC communicates with the CTI Server
• The call is established. CDC gives the caller
  information to the legacy application via XML
  file
• The legacy application displays the address

• 0751/4422-27
• 0049751/442227
• cdccalls.xml

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Content of XML file cdccalls.xml

• ltJobKeygt20020123155640253814lt/JobKeygt
•   lthTapiCallgt16047lt/hTapiCallgt
•   ltJobModegt1lt/JobModegt
• ltJobStategt2lt/JobStategt
•   ltForeignTelgt0044734273833lt/ForeignTelgt  
• ltProfilegtApplication 1lt/Profilegt
•   ltADRKeygt11995106183752lt/ADRKeygt
•   ltADRTextgtUnited Whisky Destilleries Ltd.
  Freemont Tower 3 Perkens Bridge GB-Windsor SL4
  4QQlt/ADRTextgt
•   ltCustomerIDgtD200004lt/CustomerIDgt
•   ltASPKeygt102000032012145314lt/ASPKeygt
•   ltASPTextgtMr. Bob Sprithlt/ASPTextgt
•   ltASPFoundgt-1lt/ASPFoundgt
•   ltADRFoundgt-1lt/ADRFoundgt
•   ltDategt23.01.2002lt/Dategt
•   ltTimegt154256lt/Timegt
•   ltChoices /gt
•   ltContacts /gt

Incoming call Call is active Phone
number Database Database index of the
address Address in plaintext Customer
number Database index of the contact
person Contact person in plaintext Additional
information of the call
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An example
An incoming call

• CDC receives a phone number from the CTI server
  and trims prefixes
• CDC accesses the legacy databases 1 to n via ADO
• CDC searches in the legacy databases 1 to n with
  smart search
• Preparing the phone number in an international
  format
• It the phone number is not stored, CDC tries to
  get the next suitable phone number (e.g.
  headquarter)
• If there is no hit in the legacy database, CDC
  searches in the Outlook contact folder(s)
• The identification of the caller and the company
  address is stored in an XML file
• CDC calls a programme component of the legacy
  application to display the address of the caller

• 00751442227 -gt 0751442227
• 0049751442227
• Search 0049751442227, 004975144222, 00497514422,
  0049751442
• cdccalls.xml
• 
  call Legacy Applikation1

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Content of XML file cdccalls.xml
Outgoing call Phone number Database Database
index of the address Address in
plaintext Customer number Database index of the
contact person Contact person in
plaintext Additional information of the
call

• ltJobKeygt20020123164639071671lt/JobKeygt
•   lthTapiCallgt2995lt/hTapiCallgt
•   ltJobModegt1lt/JobModegt
•   ltForeignTelgt0751442227lt/ForeignTelgt
•   ltProfilegtAnwendung 1lt/Profilegt
•   ltADRKeygt11995106183752lt/ADRKeygt
•   ltADRTextgtMax und Moritz AG Herr Markus Betz
  Technologiestr. 30 D-88323 Aulendorflt/ADRTextgt
•   ltCustomerIDgtD897654lt/CustomerIDgt
•   ltASPKeygt102000032012145314lt/ASPKeygt
•   ltASPTextgtHerr Dipl. Inf. Peter Kresslt/ASPTextgt
•   ltASPFoundgt-1lt/ASPFoundgt
•   ltADRFoundgt-1lt/ADRFoundgt
•   ltDategt23.01.2002lt/Dategt
•   ltTimegt161446lt/Timegt
•   ltChoices /gt
•   ltContacts /gt

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How do you integrate CDC in your application?

• Outgoing Calls
• Right mouse click, option Make Call and sending
  the field content (phone number) to CDC
• Make a button for dialing after each telephone
  field
• You use already the standard Windows function for
  dialing? Then you can configure CDC to handle all
  outgoing events for TAPI. You dont need to
  modify your software.
• Incoming Calls
• Read the XML file
• Display the caller (address, customer ID etc.)
• Let the user choose to swap to the customer file,
  order processing, outstanding items or technical
  database
• Sample Code for incoming and outgoing calls
  in VB 6 is provided with the SDK

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100 OEM Version

• CDC can be customized in a lot of ways
• Programme name (title) and name of the exe file
• Web address
• Company name
• Programme manager group
• Splash screen
• All file names (including dlls)
• Desriptions in the help file
• Registry (..\software\YourCompany)
• Installation programme

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Developer Kit

• Personalized demo version
• Sample applications in VB6 for handing over calls
  and storing information
• Telephone simulator
• Installation Software, configurable with setup
  file
• Access to DLL functions
• German and English version
• Developer documentation (English)
• Step by Step guide describes each integration
  step (English)
• Online help (German/English)
• Source Code CDC (optional, Visual Basic 6)
• Developer Kit can be used at an unlimited number
  of developer PCs

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Advantages at a glance

• No CTI know-how is necessary
• Runs with all telephone systems which support
  TAPI 2.x
• Company wide usage of CTI (with the CDC client in
  the standalone mode) gives a great benefit to
  all users because they have a centralized access
  to the address pool
• Marginal development costs for the integration of
  CDC
• Ready to go CTI is available right away

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The next step

• You want to integrate CTI in your software?
• Then contact us!

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