Computer Telephony Integration Overview

CTI (Computer Telephony Integration) in CWDirect is the ability to improve customer service by routing incoming calls from customers and simultaneously “popping,” or forcing the display of, a screen containing the customer’s information to a customer service representative.

When the screen pops, the customer service representative’s options include:

• entering a new order

• researching or maintaining an existing order

• updating the customer record

• entering a catalog request

• reading or entering customer notes

• working with ticklers

• reading or entering call log entries

 

Note: Outbound calling is not currently supported by CTI in CWDirect.

In this topic:

• Related Terms

• CTI Process Overview

• CTI Message Format

• CTI Setup Requirements

Related Terms

The following terms are related to CTI. For more information on the part each component plays, see CTI Process Overview.

ANI (Automatic Number Identification): The phone number that originates an incoming call. The CTI interface uses this number to identify the customer who is calling, so that it can "pop" a screen with the customer’s information to the customer service representative who is answering the incoming call.

CTI async: This job receives the incoming CTI message from the TCP/IP server. Based on the DNIS specified in the message, the async job determines the company that the customer dialed; based on the ANI, the async job determines which customer is calling. Based on the CSR’s extension specified in the message, the async job “pops” the Customer Selection Screen with the correct customer information to the CSR.

DNIS (Dialed Number Identification Service): The phone number that the customer dials. Used as part of computer telephony integration (CTI) to identify the company that the customer is calling; the description of the company phone number displays at the top of CTI screens in monitored sessions. The system uses the last four positions of the company phone number to identify the DNIS number for an incoming call; for this reason, it is important that you not repeat the last four numbers when setting up phone numbers for multiple companies, or the CTI interface will not be able to route incoming calls to the correct company.

Note: The DNIS number is ordinarily the last four positions of the phone number that the customer calls; however, it is possible that the DNIS number is not the same as the actual phone number dialed. In this situation, you can create a company phone number that does not actually exist, but whose last four positions match the DNIS number that you will receive through your CTI application. See Work with Company Phone Numbers Screen for more information.

Phone switch: A device for receiving, connecting, and routing calls.

TCP/IP server: The component of the CWDirect CTI interface that receives the message from the CTI server and forwards it to the CTI async job. The TCP/IP server does not perform any additional processing beyond forwarding the message.

CTI Process Overview

A typical CTI process is as follows:

CSR logs in: A customer service representative (CSR) logs into CWDirect and uses the Start Call Monitoring Window (OECP) to start call monitoring. Also, the CSR logs into the CTI server so that both CWDirect and the CTI server know that the CSR is available for calls. In each case, the CSR is providing the current, active extension.

Customer calls: A customer calls the customer service phone number.

Switch routes call: The phone switch forwards the call and sends the following information to the CTI server:

• DNIS: the number that the customer called

• ANI: the phone number where the customer originated the call

CTI server routes call and message: The CTI server selects a CSR who is available to answer the call, and sends the DNIS (last four positions of the number the customer called), ANI, and CSR’s extension to the TCP/IP server on the AS/400.

TCP/IP server routes message: The TCP/IP server receives the information into a data queue, and forwards it to the CTI async job.

CTI async analyzes message and pops screen: The CTI async job:

• Compares the DNIS with the last four digits of all records in the Company Phone Number file to determine which company the customer is calling:

• If the DNIS matches more than one company, then the async job looks for customers in all matching companies.

• If there is no match for the DNIS in any company, the system “pops” (forces the display of) the Customer Selection Screen to the CSR with the CSR’s default company, and no customer selected.

Note: You update the Company Phone Number file through the Work with Company Phone Numbers Screen.

• Compares the ANI with the numbers in the CTI Telephone Scan file to determine which customer is calling. The job looks in each company with a DNIS that matches the incoming call.

Note: The CTI Telephone Scan file is updated whenever you change or add a phone number for a sold-to or individual customer. The scan file includes daytime and evening phone numbers.

• If the job finds just one match to a customer sold to in the CTI Telephone Scan file, it “pops” (forces the display of) the Customer Selection Screen to the CSR with the customer’s information populated.

• If the job finds more than one match to a customer sold to in the CTI Telephone Scan file, it pops the Scan Customer by CTI Phone Number Screen to the CSR with all matching customers.

• If the job does not find a match in the CTI Telephone Scan file, there is no customer information provided on the screen pop for the CSR.

CSR receives call: Simultaneously, the CTI server is forwarding the call from the phone switch to the CSR.

Options:

• CSR options: The options available from the Customer Selection screen including entering a new order, performing order inquiry or maintenance, performing customer maintenance, and entering a call log entry.

• Reviewing CTI user status: Use the Working with Computer Telephony Users (WCTU) menu option to review the users who currently have call monitoring active, and to start or stop call monitoring for individual users.

• Switching companies: If the incoming call’s ANI and DNIS match a company other than the CSR’s current company, the CSR’s session switches to the other company. Switching companies also occurs if the CSR selects a customer in a different company at the Scan Customer by CTI Phone Number Screen. When the CSR switches companies, it is important to check the session defaults as specified at the Request Order Batch screen.

Call ends: When the CSR ends the call, the CTI server is notified that the CSR is available to take another incoming call.

CTI Message Format

The TCP/IP server receives the following message, which it forwards to the CTI async job for processing:

Length in bytes	Contents
Header information
2	AV
4	total length of message, not including the first 6 bytes
Field information
4	Field identifier. Valid values are: • DNIS = Dialed number identification service. The DNIS identifies the company number that the customer is calling, and will be matched against the last four positions in the Company Phone Number file to identify the company that the customer is calling. • ANI = Automatic number identification. The ANI identifies the phone number from which the customer is calling, and will be matched against customer and individual customer phone numbers. The async job checks the CTI Telephone Scan file, which contains phone numbers from the Customer Sold To Phone # file or the phone number from the Customer Individual file. If there is more than one matching phone number, the system presents the operator with a selection screen displaying all customers with matching phone numbers. • EXTN = The customer service representative’s extension. • CUST = The customer number. This field is not currently implemented. • ORDR = The order number. This field is not currently implemented.
4	total length of field, not including the first 4 bytes
variable	remaining field information

CTI Setup Requirements

The setup requirements for CTI are:

CTI software: You need to install CTI call-routing software on a server in your network, and each CSR workstation must have the CTI client installed. See your CTI software vendor or your MICROS contact for more information.

System control values:

• Use Computer Telephony Integration (F26): needs to be set to Y

• Computer Telephony Integration Type (I06): needs to be set to GENERIC

Optional:

• Update CTI Customer Call Log (F27)

• Require Reason in CTI (G98)

Secured feature: Bypass CTI Reason Code Entry (B23)

Setting up CTI users: Use the Create User Screen in the Working with User Records (WUSR) option to set the following fields for each CTI user:

• CTI User

• CTI user type

• CTI telephone extension

• CTI default screen

Defining the DNIS: Use the Create Company Phone Number Screen in the Setting Up Companies (WCMP) option to specify the number that the customer calls for this particular company. The CTI async job identifies the DNIS based on the last four positions of the phone number; for this reason, the last four positions of each company phone number must be unique if you would like the CTI async job to determine the company for each incoming call.

Build scan file: Use the Rebuild CTI Telephone Scan File Screen to create records in the CTI Telephone Scan file. This step is necessary after you set the Use Computer Telephony Integration (F26) system control value.

Periodic functions or menu option to start and stop CTI async.

TCP/IP Server: Use the Work with CTI Configuration Screen to specify the user ID and password to provide the TCP/IP server access to the AS/400. Ordinarily, you should not need to change any other settings on this screen unless you are using unique programs or implementing CTI in multiple environments on your system; see Working with Computer Telephony Interface (WCTI) for more information.

Periodic functions: You can set up periodic functions to start and stop the CTI async job and the TCP/IP server. When setting up the functions:

• use URR0026 as the Program name for starting the CTI async job

• use URR0044 as the Program name for stopping the CTI async job

• use URR0045 as the Program name for starting the TCP/IP server

• use URR0046 as the Program name for stopping the TCP/IP server

• for each periodic function, set the Company parameter to Y.

You can then assign the periodic functions to daily periodic processes. You can assign both start functions to a single periodic process; similarly, you can assign both stop processes to a single process. However, when creating a single periodic process to start the CTI async job and the TCP/IP server, be sure to set up the CTI async job to start first.

When you execute the periodic process that includes any of these periodic functions, you will need to specify a company; however, the CTI async job and TCP/IP server status affects all companies in your environment.

For more information: See:

• Working with Periodic Functions (WPER)

• Working with Periodic Processes (WPPR)