CASERIS GmbH
Am Birkenfeld 1-3,
Stolberg, Germany
[email protected]
CAESAR® CTI
Product Characteristics
from Version 10.05
For internal use only. Technical details subject to change. Misprints, errors and alterations cannot be used to
establish a legal right. Any duplication, use and transmission to third parties requires the express written
permission of CASERIS GmbH.
Only the functions listed in this document are supported. Some of the telephony functions are not available at
every telecommunication installation or are not supported by the used CTI-interface
CASERIS GmbH
Stand: 2009-04-27
Exchange
Notes
GroupWise
Universal
Windows service including monitor console
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Third party solution (server-based CTI solution)
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CSTA interface 1, 2, 3 (see list of supported telecommunication
installations)
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TAPI interface 2.x (see list of supported telecommunication installations)
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TSAPI interface 2
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Windows XP
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Windows 2000
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Windows 2003
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Windows Vista
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Windows CTI client for comfortable calling
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Windows partner bar for group functionality
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TSP driver for TAPI-able applications
(also Citrix-able for incoming calls)
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CTI client registered as TAPI client
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TCP/IP connection to CTI server
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Windows XP
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Windows 2000
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Windows 2003
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Windows Vista
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CAESAR® CTI – Function description
General characteristics
CTI server technology
Multi PBX support (One CTI server can connect itself to several
telecommunication installations, whereas different types of
telecommunication installations (IP, ISDN) are supported.
CTI server operating systems
CTI client technology
CTI client operating systems
CAESAR® CTI – Function description
2/13
CASERIS GmbH
Stand: 2009-04-27
Exchange
Notes
GroupWise
Universal
German
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English
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French new
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Italian new
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CAESAR® CTI – Function description
Supported languages for the CTI client
Supported mail system versions
MS Exchange 5.5
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MS Exchange 2000
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IBM Lotus Notes 5.x
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IBM Lotus Notes 6.x
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IBM Lotus Notes 7.x
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IBM Lotus Notes 8.x
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Novell GroupWise 6.x
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Novell GroupWise 7.x
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Telecommunication installation specific characteristics
Extension mobility and multiline machines at Cisco Call Manager
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Operation of the client adjusted to the operation of the Cisco machine at
initiation of a forwarding or a telephone conference
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Siemens CAP Server 3.x
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Alcatel TAPI Premium Server
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Avaya AES Server 4.1 und 4.2
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Windows graphic surface
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LDAP directory (CAESAR Directory)
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Immediate acceptance of changes without new start
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Administration
System administration
User administration
In mail system integrated user administration (Single Point Of
Administration)
CAESAR® CTI – Function description
3/13
CASERIS GmbH
Notes
GroupWise
Universal
Profile document user oriented
Exchange
CAESAR® CTI – Function description
Stand: 2009-04-27
„
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Profile document group ordered
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User administration via CAESAR administration
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Monitoring
Live displaying of user login status in CAESAR administration
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Displaying call status
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Displaying call duration
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Displaying interlocutor if known (CLIP function)
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(Automatically) displaying of all calls which have been made with the
current or any selected interlocutor
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Answering machine configuration
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Integration into the existing mail system
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„9
Acoustic notification about calls, call memories, callbacks and new e-mails.
Sounds are freely selectable (WAV files)
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„9
Compact display modus shiftable via button
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Compact display modus shiftable via button
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Quick dialling buttons
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Keypad
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Telephony buttons (hold, transfer, switch between calls, conference, recall)
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Look of the CTI client adjustable via skin file UPDATE
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Dialling
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Hang up
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Parking
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Forwarding (with or without taking the call)
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Swap hold
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Conference Call
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Recall if occupied
(Software solution for telecommunication installations which don’t offer
„
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CTI Client
General functions
Telephony functions
CAESAR® CTI – Function description
4/13
CASERIS GmbH
Stand: 2009-04-27
Exchange
Notes
GroupWise
Universal
Call backs
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Call waiting
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Call forwarding
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Caller identification (name, company etc…)
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Caller identification from personal address books
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Caller identification from public address books
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Caller identification from OBCD databases
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Caller identification from LDAP directories
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Provide search order in the address books
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Automatically opening of the contact document of an interlocutor
(configurable)
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Displaying of the dialled number at call forwarding
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Displaying of missed calls (also if CTI Client has not been started)
„1
„1
„1
Flashing tray icon to signal missed calls
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Personal journal for outgoing calls (extended information)
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CAESAR® CTI – Function description
support)
Incoming calls (inbound)
Global journal for outgoing calls
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Journal keeping detachable
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Full text searching in the incoming journal
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Use contact data to generate a contact
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Use contact data to open the corresponding contact
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Use journal data to generate a note
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Initiate call via direct entering a telephone number
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Initiate call via entering a name (Auto Completion)
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„9
Initiate call via quick dialling button
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Initiate call from an address book (public, private)
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„9
Initiate call via hotkey
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Initiate call from browser via context menu (IE, Firefox)
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Outgoing calls (outbound)
CAESAR® CTI – Function description
5/13
CASERIS GmbH
Stand: 2009-04-27
Notes
GroupWise
„
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Initiate call from CTI journal
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Call from list of dialled numbers
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Displaying of the dialled number at call forwarding
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Powerdialling (Automatic calling of a local telephone list)
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Private telephone lists
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Public telephone lists
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Personal journal for outgoing calls (extended information)
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Global journal for outgoing calls
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Universal
Exchange
Initiate call via icon from the mail client
CAESAR® CTI – Function description
„
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Journal keeping detachable
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Full text searching in the incoming journal
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Send e-mails from CTI journals with automatic e-mail address identification
„4
„4
„4
Send faxes from CTI journals with automatic fax number identification
„4
„4
„4
4
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4
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4
Adjust own presence and absence
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Automatic absence identification free configurable:
- screensaver is active
- Workplace is locked
- After n minutes of inactivity
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Absence texts free definable
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UMS Integration
Send SMS from CTI journals with automatic SMS number identification
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Presence management
Integration into Lotus Sametime 3 UPDATE (Sametime 8.x)
Integration with Microsoft Live Connector
3
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Telephone notes
Write notes during the call (filled out beforehand if interlocutor is known)
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Forward note (automatically) as e-mail
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Save note as appointment
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Save note as task
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CAESAR® CTI – Function description
6/13
CASERIS GmbH
Stand: 2009-04-27
Exchange
Notes
GroupWise
Universal
Display note via tooltip in the CTI journal
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Print note (automatically)
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Chat function (e. g. for recalls)
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Call back button integrated in the chat window
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Chat window multiuse able
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Suppress chat request in “please do not disturb” status
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Displaying date/time, play sound when message arrives
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Save CTI adjustments in a profile new
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Take CTI adjustments from a profile new
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Define CTI profile new
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Assign a CTI profile administrative to a user new
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Re-pattern for incoming and outgoing calls
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Plan calls with time-setting and using of the address books
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„9
Displaying new mails
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Displaying new voicemails
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Displaying missed calls
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Access to e-mail, tasks, contact and calendar function
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Include callers into the address book
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Define and execute actions context-dependent
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Define actions and file them at the CTI client surface
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Simple statistics since login at the CTI server
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Recording of calls
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Mark call as “private” (recording is being suppressed)
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CAESAR® CTI – Function description
Instant Messaging
Configuration
Free Seating
Profiles
Further functions
CAESAR® CTI – Function description
„9
„
7/13
CASERIS GmbH
Stand: 2009-04-27
Exchange
Notes
GroupWise
Universal
Status of groups which are relevant for the agent
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Status of waiting fields which are relevant for the agent
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Live displaying of the waiting fields
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Direct call acceptance from a waiting field (pickup)
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Agent statistics
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Manual login/logout
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Automatic login/logout at start of the client
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Available / unavailable
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Manual post processing
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Automatic post processing (concrete time, interruptible)
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Automatic including of the ACD groups in the partnerbar
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CAESAR® CTI – Function description
ACD-Integration 3
Interfaces
COM interface for telephony functions from JavaScript, Basic C++
LSX module for telephony functions from LotusScript
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Command line parameter
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ODBC support for dialling and for number solution
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Free positioning within the screen
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Dock/hide function
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Using own pictures to display partners
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Free configurable colour for group members
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Drag&Drop support
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2 Display modes (compact or full mode)
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Include internal or external partners; only the status of internal partners is
showed (monitor function)
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Organise partner in groups
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Partnerbar 2
General characteristics
Partner functions
CAESAR® CTI – Function description
8/13
CASERIS GmbH
Stand: 2009-04-27
Notes
GroupWise
Universal
Exchange
Accept partners from address books
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Dynamic identification of the partner extension (Free Seating)
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Accept partner from a groupware group new
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Displaying partner telephone status
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Displaying partner call diversion
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Displaying partner presence
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Displaying partner calendar notes from mail system
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Release own access to the monitor on partner basis
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Release own access to the monitor on group basis
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Release own access stepwise
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Information if chosen partners are called
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Dialling
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Hang up
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Parking
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Forwarding (with or without taking the call)
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Swap Hold
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Conference
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Recalls
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Call waiting
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Pickup a partner (Drag&Drop)
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Forwarding a partner’s call to another (Drag&Drop)
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Adjust/delete call forwarding for the own access
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Adjust/delete call forwarding for the partner
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Adjust own presence and absence
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Display presence and absence of partners
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Absence texts free definable
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CAESAR® CTI – Function description
„
Telephony functions
Presence management
UMS Integration
CAESAR® CTI – Function description
9/13
CASERIS GmbH
Stand: 2009-04-27
Notes
GroupWise
Universal
Exchange
Send e-mails from the partnerbar with automatic e-mail address
identification
„4
„4
„4
Send faxes from the partnerbar with automatic fax number identification
„4
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Send SMS from the partnerbar with automatic SMS number identification
„4
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Access to address books of the mail systems
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Quick start buttons for external applications
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Automatically combination for ACD agents per group
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Displaying service level
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Displaying capacity utilisation
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Displaying attendance status
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Displaying mail correspondence to a dialler
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CAESAR® CTI – Function description
Configuration
Free Seating
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Further characteristics
ACD-Integration
Integration into external ACD solutions
Avaya Contact Center new
Integration into CRM solutions
DocHouse (Kumatronik)
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OctoOffice (Gedys/Intraware)
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Microsoft Dynamics Navision
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Microsoft Dynamics CRM
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†
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Address books
Klick-Tel (phone number release, dialling via Klick-Tel client)
Softphone
SIP support
CAESAR® CTI – Function description
10/13
CASERIS GmbH
Stand: 2009-04-27
Exchange
Notes
GroupWise
Universal
Make Call
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Answer Call
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Hang up
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5
5
5
„5
CAESAR® CTI – Function description
Phone-Function
Call Hold
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Swap Hold
„5
„5
„5
„5
Transfer
„5
„5
„5
„5
Blind Transfer
„5
„5
„5
„5
Conference Call
„5
„5
„5
„5
Consultation Hold
„5
„5
„5
„5
Call Timer
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5
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5
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5
„5
Dial by Number
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Dial by Name
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Calling Line Identification
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Calling Name Identification
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Direct access to Groupware address books
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Last Number Redial
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Phone functions
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Music on Hold
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Mute
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Volume Control
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User specified ring sound
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Redirect or forward call
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Dial by URL
Dial by IP
Further Functions
MWI (Message Waiting Indication)
Multi Line Support
Out of band DTMF signalling
Record Call
Play File
Receive Call
Video support
SIP registration via password
CAESAR® CTI – Function description
11/13
CASERIS GmbH
Stand: 2009-04-27
Exchange
Notes
GroupWise
Universal
G.711 Codec
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G.729 Codec (licenses have to be paid)
†
†
†
†
„10
„10
„10
„10
Make Call
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Answer Call
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Hang up
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Report incoming calls
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Report outgoing calls
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Connection data (participants, direction of call, internal, external)
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CAESAR® CTI – Function description
TSP-Driver
Citrix support
Phone functions
Call Hold
Swap Hold
Transfer
Blind Transfer
Conference Call
Consultation Hold
Redirect
Telephone status
CAESAR Net Dial 6
General
Simple dialling function without added installation)
„
Amplified dialling function (TAPI application, hot-key) with driver installation
„11
URL interface universally applicable
„
Can be combined with the CTI client
„
Platform-independent (Windows, Linux, Mac Intosh…)
„
Monitor point sharing
„5
CAESAR® CTI – Function description
12/13
CASERIS GmbH
Dialling via CAPI (monitor point unnecessary)
Stand: 2009-04-27
„8
Functions
Dialling from browser applications without added installation
„
Dialling from MS Exchange without added installation
„11
Dialling from Novell GroupWise without added installation
„11
Dialling from Lotus Notes without added installation
„11
Dialling via free definable shortcut
„11
Dialling from a TAPI-able application
„11
User login and allocation
Anonymous (by entering the extension only)
„
Via IP address
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Via Windows login name
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Via Notes login name
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Via GroupWise login name
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Via Exchange login name
„
SAP
SAPPhone basis functions including TSP support for incoming calls UPDATE
†
SAPPhone Call Center functions new
†
SAPPhone Outbound (Telephone campaign)
-
Indications:
1) Logging has to be activated at the CTI server and the CAESAR connector for the used mail
system has to be booted
2) Characteristic only in Professional and Enterprise Edition
3) Characteristic only in Enterprise Edition
4) UMS server with fax or SMS option necessary
5) On request, not possible with every telephone installation
6) Part of the CTI client or separately available, without CTI client as option with costs
7) See CAESAR Vista compatibility protocol, as TSP driver is not available or executable for all
telecommunication installations with Vista
8) CAESAR with ISDN card(s) IP licences necessary
9) Limited possible
10) No support of tapiRequestMakeCall (assisted telephony). Further information obtainable via
CAE development
11) TSP driver provided
Legend:
„
Function available
†
Additional option, not included in the standard version
In preparation
Not available
CAESAR® CTI – Function description
13/13