Specifications

ManualsBrandsAltigen ManualsConsumer electronicsAltiServ TM 4.5

(Figure 14). From here, we proceeded

to create a new store and a few topics to

associate with the store. Then, we cre-

ated two new CSR profiles in the sys-

tem. This was a simple step. We had to

fill out some information about the

CSRs and also provide the CSR

machines’ IP addresses (Figure 15).

(The IP address is used to connect the

customer to the CSR over TCP/IP.)

Finally, we created a CSR Group and

added the newly created CSR profiles

to this group.

All the information that we provided

in the Workbench application was saved

in the CENTS database tables. We want-

ed to check the entries for ourselves. We

did so by using Microsoft Access. We

created links to the CENTS database

tables through ODBC and we were able

to view the contents of these tables right

from our Access applications.

Of course, it is also possible to access

the CENTS tables through the client

Enterprise Manager, but Access pro-

vides a much friendlier environment.

We surmise that EveNTs Software

would not recommend this backdoor

access to the CENTS database, since

this method does not provide a con-

trolled environment to work with the

tables, which means one could inadver-

tently damage the existing data.

We encountered two problems while

working with the Workbench. First, we

could not delete any items from the

Workbench. For example, after we

added a new CSR to the system, we

could not remove the profile from the

system even though there seemed to be

several ways to delete an item (from the

menu, on the toolbar, and by right-

clicking the item). Second, we were

unable to locate the help file for

CENTS Workbench. According to

EveNTs Software, these problems will

be fixed in the next version.

CSR CENTS

After setting up all the CSRs in

Workbench, we installed the CSR

CENTS software on our CSR PCs.

CSR CENTS provides detailed infor-

mation to a CSR about the calling cus-

tomers. Call tracking and billing infor-

mation is collected by CSR CENTS

automatically.

Since we installed the CSR CENTS

on the same PC as the Workbench

CENTS, we did not have to modify the

ODBC data source to point to the

Server CENTS. We had already done

so for Workbench. We also saved effort

with respect to the module’s means of

communicating with customers, this

means being Microsoft NetMeeting.

We had already installed it.

For the CSR to be available to take

online calls from customers, he/she

must run the CSR CENTS software.

We selected this program from the

Start/Programs menu. A dialog box

appeared asking for the Username and

Password of the CSR. We expected to

be successfully registered after entering

the information, but instead we were

greeted with a dialog box informing us

that the connection to the server was

refused. After inspecting the Server

CENTS for a while, we realized that

the CENTS service had not started.

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dedicated to a fax setup and the other to

a voice phone and answering machine.

THE DIGITAL SMALL OFFICE

In any ISDN setup, a TA is required

to take the analog output of office

equipment and digitize it for high-speed

transmission across the ISDN line com

ing from the telephone company. This

device, generally called an ISDN

modem, together with a network-termi

nation device (NT1) to terminate the

ISDN line safely, are the only new

telecommunications equipment normal

ly required to connect to an ISDN cir

cuit. If the line is dedicated to a single

function or if there is only one person

working in the office, a simple device

with TA and NT1 in a box with a cou

ple of analog plug-ins for a fax and an

answering machine should suffice.

But in a group where 5 to 20 or more

people work together (such as in a med

ical office or the local office of a larger

enterprise), ISDN can provide a wide

range of services when it arrives at a

low-cost switch integrated with the TA

and NT1. It becomes most cost effec

tive when three BRI lines are connect

ed to the switch. There are now systems

on the market offered by major U.S.

manufacturers that help small-business

users achieve the kind of speed and

flexibility usually associated with a

corporate headquarters, with its PBX

and mainframe database. With digital

telephone sets on up to sixteen desks,

four fax lines, and four lines dedicated

to computer–data connections, this sort

of system enables powerful, cost-effec

tive ISDN applications.

By plugging a high-speed ISDN data

line into a computer, the small business

office can implement commonly used

computer-telephony applications, includ

ing screen pop, where the incoming auto

matic-number identification (ANI) trig

gers a database lookup and brings up a

caller’s record during the first ring, and

computer-assisted dial-out.

But when the ISDN modem is cou

pled with a PBX switch, a new set of

options arrive. Familiar PBX features,

such as call forwarding, conferencing,

camping on, following, and distinctive

ringing are available at every desk that

has one of the system’s digital tele

phones. Videoconferencing can be

installed and used by anyone.

The key benefits of ISDN for small

Smaller businesses usually opt for

the Basic Rate Interface (BRI) form of

ISDN. A single BRI line has two 64-

kbps bearer (B) channels and a 16-kbps

signaling (D) channel that can transfer

digitized information at speeds up to

128 kbps. An ISDN-equipped small

office provides Internet or Intranet file

transfer that’s 5 to 10 times faster than

the current 28.8-kbps dial-up modem.

What costs might a business

encounter with BRI? A single BRI con

nection that accommodates two stan

dard analog telephone lines as well as

the digital link to the Internet is billed

(by Pacific Telephone, for example) at

very little more than two standard ana

log lines. A relatively inexpensive

($300–400) terminal adapter (TA) con

nects computer and analog lines to the

ISDN line. One phone line is typically

FEATURE

ISDN GETS DOWN TO (SMALL) BUSINESS

ncreasingly, small businesses and home-office “solo

entrepreneurs” are turning to ISDN (Integrated Subscriber

Digital Network) to satisfy their office telecommunica

tions needs without resorting to patchwork systems of

multiple (and incompatible) phones, fax machines, answer

ing machines, and Internet-access vehicles, and the associat

ed tangled mess of cabling and wires. These businesses, in

addition to taking advantage of the obvious speed benefits

of ISDN, are enjoying the benefits of digitally integrated

video, voice, and data. The digitization of voice and video is

contributing to the proliferation of ISDN, and has allowed

ISDN to begin delivering on its promise of unifying data

streams in a hassle-free, cost-efficient environment.

iemens OfficePoint is an ISDN

BRI NI1 system designed for 2

to 16 lines. Now compatible with

all central office switches in the

metropolitan United States,

OfficePoint connects up to four

ISDN devices, such as PC cards,

network bridges/routers, Group IV

fax machines, and videoconferenc

ing applications without separate

NT1 adapters. Its automatic band

width allocation allows a small

office to use instant-connecting dig

ital voice, high-speed data, and ana

log applications simultaneously.

Users save on monthly line charges

by reducing the number of central

office lines needed; a flexible num

bering system allows up to 24 indi

vidual numbers on one system.

Four analog interfaces in the

OfficePoint system handle Group

III fax machines, answering

machines, and cordless phones.

■

Small Office

Approach From Siemens

BY VICKI FULLER,

SIEMENS BUSINESS

COMMUNICATION

SYSTEMS, INC.

ISDN GETS DOWN TO (SMALL) BUSINESS

With the sudden rise of the Internet, how

ever, and its inherent benefits due to

attractive pricing and integration opportu

nities, interest in Internet fax transmission

has soared. For CTI developers, the emer

gence of Internet fax creates opportunities

to exploit an extensive range of emerging

solutions that can slash fax phone bills

and bring new levels of convenience and

power to sending and receiving faxes.

GETTING REAL ABOUT INTERNET

FAX TIME

In traditional Group 3 (G/3) faxing,

where transmissions travel over public

switched telephone networks (PSTNs),

the sending fax device initiates a phone

call, the telephone company switches

establish a dedicated circuit between

the sending and receiving fax devices,

and then the fax devices initiate a hand

shaking process to determine transmis

sion parameters. The fax is sent and,

upon delivery of the last page, the

receiving fax device returns a confir

FEATURE

INTERNET FAX:

Real-World And Real-Time Solutions

BY JOHN TAYLOR, GAMMALINK DIVISION,

DIALOGIC CORPORATION

INTERNET FAX:

Real-World And Real-Time Solutions

ax, while traditionally a

form of voice call, has

more recently been han

dled in a telephone call

mode by CTI application

developers. By taking this

approach, developers have

been able to offer businesses

a series of value-added solu

tions. Commercialized ser

vices have included automat

ed broadcasting, automated

transmission of fax-merge

documents, fax-on-demand,

fax mailboxes, and e-mail-to-

fax gateway transmission.

productivity and lower costs.

They also recognize that the

definition of “workplace” has

expanded to include just about

any place an employee hap

pens to be at a given moment.

Wireless communications, which

takes into account both of those busi

ness realities, unleashes employees

from their desktop phones and comput

ers and allows them to be productive

while on the move. Wireless tele

phones, which have been around for

some time, today can handle an enor

mous variety of voice-based demands

across numerous work environments.

Wireless data communications is com

ing along rapidly, too, allowing users

with laptop computers to obtain textu

al/graphic information easily and from

almost any location.

Yet most people, regardless of the

industry in which they work, need to

look at screen-based data at the same

time that they’re talking with someone

WIRELESS CTI ANSWERS THE

CALL FOR REAL PRODUCTIVITY

BY DAVE M

URASHIGE,

NORTEL

he advent of wireless communications technology has

enabled companies to make their mobile employees more

productive. The inclusion of computer-telephony integra

tion (CTI) technology into the wireless offerings available

today allows workers to take that productivity even further. In

today’s fiercely competitive economy, wireless communica

tions is a strategic necessity in nearly every business.

Managers know that giving employees fast, easy access to

information throughout the workplace translates into greater

FEATURE

THE VOICE OF INTEGRITY

ON THE INDUSTRYS FRONTIER