Instruction manual

Computer-Telephone Integration Solutions
6-1Overview
6
DEFINITY® Business Communications System and GuestWorks® Issue 6
Overview
555-231-208
Issue 1
April 2000
6
Computer-Telephone Integration
Solutions
Overview
Telecommunications and information systems are the fundamental building blocks
of most businesses. Whether a sale is being made, a question is being answered,
or an order is being placed, the telephone is the primary communications medium.
However, the information to make the sale, answer the question, or fulfill the order
is stored in a computer.
If these two building blocks are closely integrated, your business will realize bene-
fits that will redefine your standards for success and customer satisfaction.
DEFINITY BCS and GuestWorks can integrate data processing, data communica-
tions, and voice communications.
The following products work with the switch to unite your computer and telephone
in powerful ways:
■ DEFINITY PC Console
■ PassageWay Direct Connect.
NOTE:
Some features and solutions are unavailable in some countries. Please
contact your local account manager or authorized Lucent Technologies
representative for further information about which features and solutions are
available to you.
DEFINITY PC Console
Lucent Technologies’ DEFINITY PC Console allows your DEFINITY BCS call
attendants to handle incoming calls efficiently from their personal computer. Using
the familiar Microsoft
®
Windows graphical interface, the attendants can easily
keep track of how long callers have been on hold and for whom they are waiting.
Attendants can monitor up to six calls at once. They need not fumble with pen and
paper when handling calls, since they can make notes on their computers about
what each caller needs. All this contributes to making a favorable first impression