TELEPHONY MODULE Overview Extends CASH Core Josh Farrar, Product Manager Mentor Business Systems Limited Introduction CASH integrates with telephony systems that are TAPI 2 compliant – and most modern digital exchanges conform to this Microsoft standard. This CTI facility (Computer Telephony Integration) brings your telephone system and CASH together, working as one, helping you to be more efficient and to give better customer service. Setup In order for CASH to integrate with your telephone system, it needs to hold a few details behind the scenes – for each CASH user you need to enter their telephone extension number; in this way CASH knows when there is a call for you. Incoming Calls When someone calls to your phone, your telephone exchange informs CASH and provides it with the CLI (Caller Line Identity) of the caller – i.e. their telephone number. Cash looks up the number in its database and displays a window in the bottom right hand corner of your screen. CASH displays the telephone number of the caller and looks up the CASH database to find the callers name, in this case W Fisher & Sons (Tilers) Ltd. The four icons indicate in which file CASH found the phone number – in this example, it is both a site and a customer so both of these icons are lit. The other icons are for sales enquiries and suppliers. CASH can also identify engineers calling in and allows the addition of other contacts so that it can display the names of others such as friends/relatives when they call in. You can now either click on a lit icon or just lift the phone to launch the screen with the full details of the caller. In this example, CASH will bring up the site details screen. All of the usual functionality is available – view systems, notes, cabinet – as is log a call for this site. Outgoing Calls You can also ask CASH to dial out for you – the red telephone icons beside the phone number fields performs this task for you. Simply press the button to get CASH to dial the number to the left, then lift the handset (or press the phone button for your headset). Click on the button again to hang up the call. Throughout Cash, everywhere there is a phone number, there is now a telephone icon just to the right – sales enquiries, suppliers, engineers, etc. Compatibility To ensure that your existing telephone system is compatible with the CASH CTI module, we have produced a CTI test program, which we can email to you together with installation and running instructions. Call Support on 0844 871 1690 (Option 1) to be sent this test program. Summary The CASH CTI module integrates CASH with your telephone system, identifying and “screen popping” incoming callers before you lift the phone and using the CASH database for speed dialling out.
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