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&G Group CTI Part2 What’s CTI ? Call Center Agent CTI LINK Switching System K/P, PBX Switching System K/P, PBX CTI Server Other Server Other Agents PSTN

Samsung Electronics Co., Ltd.IAP R&G Group CTI Part3 What is CTI ? Switch + Computer Switch + Computer Value Added Device Value Added Device Host / Database System Host / Database System LAN, Internet LAN, Internet * CTI is an Integration * Computer Telephony Integration Not a System

Samsung Electronics Co., Ltd.IAP R&G Group CTI Part4 Major Areas of CTI Call Centers Call Centers Business Applications Business Applications Personal Productivity Personal ProductivityTelemarketing Pre/Actual/Post Sales Activities Distributed Help Desk Enterprise/Virtual/Internet CC Business Environment Accurate and Easy Access to information relying on Telecommunication Office Environment Heavy Phone Users

Samsung Electronics Co., Ltd.IAP R&G Group CTI Part5 CTI Major Functions Telephony Functions Telephony Functions - Make Call, Answer Call, Transfer, Conference… Directory Calls Directory Calls - Phone Books, Chain Call… Inbound Calls Inbound Calls - Call Distribution, Advanced Service … Outbound Calls Outbound Calls - Preview Dialing, Progressive Dialing, Predictive Dialing… Integrated Functionality Integrated Functionality - Inbound Service and Outbound Dialing Management Information Management Information - Statistical Reports…

Samsung Electronics Co., Ltd.IAP R&G Group CTI Part6 CTI Major Functions Computer Assisted Routing Computer Assisted Routing - Intelligent Call Routing GUI Based Applications GUI Based Applications - User Interface, Ease of Use and Maintenance Internet Integration Internet Integration - , Callback Service, Voice over IP(VOIP) Unified Message Management Unified Message Management - Voice Mail, , Fax Mail… Connectivity with Network Connectivity with Network - Host DB Access, Internet, Multimedia…

Samsung Electronics Co., Ltd.IAP R&G Group CTI Part7 Samsung K/P CTI Products Product 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 Server : Win 2000 Client : Win 98/2000/XP Win98/NT/2000/XP RLS ’ ’03 ’02.10 EasySet Web Based DGP Manager VDC Linker Win 2000 / XP ’02.10 TSP 2.1 TAPI Based Telephony Service Provider DCSTSP Agent: Win 95/98/NT Server: Win NT ’99.10

Samsung Electronics Co., Ltd.IAP R&G Group CTI Part8 S/W Structure iDCS 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

Samsung Electronics Co., Ltd.IAP R&D Group CTI Part9 iDCS Call / Plus TAPI based Desktop Call Control Software Caller Information Provider

Samsung Electronics Co., Ltd.IAP R&G Group CTI Part10 Configuration PSTN iDCS Call User 1 iDCS- 500/828/100/Premium DCS180/Compact iDCS Call User 2 VDC Linker TCP/IP Telephone Line iDCS Call Plus

Samsung Electronics Co., Ltd.IAP R&G Group CTI Part11 Main Windows

Samsung Electronics Co., Ltd.IAP R&G Group CTI Part12 Features Call Control Call Control – Dial (Hot Key: F2) – Answer (Hot Key: F3) – Release (Hot Key: F4) – Redial – Hold (Hot Key : F5) – Transfer (Hot Key : F6) – Conference (Hot Key : F7) – Make New External Call – Continuous Dialing – Pick Up – Toggle (Hot Key : F11) – Page – Send DTMF – Call Back (Hot Key : F10) – Leave Message – Camp On (Hot Key : F9) – OHVA Station Setup Station Setup – Lock / unlock Station – Do Not Disturb – Call Forward – Follow Me – Message List – Call Back Status – Auto Answer – Auto Trunk Call Back Scheduler Services Scheduler Services – DND, Outgoing call, Forward, Station Lock – Once, Daily, Weekly and Yearly – Completed, scheduled, rescheduled – Remind Note

Samsung Electronics Co., Ltd.IAP R&G Group CTI Part13 Features Call Notification Call Notification – For Incoming External Call – For Incoming internal Call – For Outgoing Calls – Bring Smart Control to Front on Incoming Call – Playing a Sound File for an Incoming Call Utilities Utilities – To Set the Page Zone Name – To Set the Time Out Parameters – To Set DDE options as Client Directory Services Directory Services – Create New Book – Add New Contact – Delete / Rename Book – Edit Contact Record – Connect Network Phone Book – Import / Export Phone Book – Search Database – Print Fields / Preview Call Log Services Call Log Services – To View Each Log or All Log – To Sort Log Items – To Print Log Items – To Delete Log Items – To Save Call Log Note – Redial from Call Log List

Samsung Electronics Co., Ltd.IAP R&G Group CTI Part14 Ringing / Screen Popup PSTN CID# : Cetrallized Contact DB Customer DB iDCS Call Caller ID => ( ) Caller ID => ( ) Data Base Local Contact DB Caller ID => ( ) Caller ID => ( ) Caller Information ( Lee Sang Hee ……)

Samsung Electronics Co., Ltd.IAP R&G Group CTI Part15 iDCS Call Plus searches the iDCS Call database by CID and sends searched result to the key telephone system. searches the iDCS Call database by CID and sends searched result to the key telephone system. Falcon Phone Only Falcon Phone Only

Samsung Electronics Co., Ltd.IAP R&G Group CTI Part16 Popup Sample

Samsung Electronics Co., Ltd.IAP R&D Group CTI Part17 Thank you….