CallMap computer telephony integration
CallMap comes supplied with built-in Computer Telephony Integration (CTI).
Built-in CTI uses the industry-standard TAPI interface, and provides support for auto-dialled Outbound Calls with progressive dialling capabilities. Inbound call support is also provided, with DNIS/Pilot Number and CLI recognition, allowing for the correct Campaign to be automatically presented and the caller's details and history to be displayed (as well as the start of any inbound call handling script you've specified) - before the call is answered.
With CTI, each call is fully audited, providing detailed statistics on Pre-Call time, Talk time, Wrap-Up time and Call on Hold time.
Telephony Integration features
- CallMap comes supplied with Telephony Integration as standard (a feature which is usually a high-cost add-on).
- Desktop Telephony Integration is completely optional - you can use a mix of telephony-enabled and standard Desktops.
- CallMap Telephony is based on the industry-standard TAPI interface, which supports a wide range of equipment. Depending on the nature of your site installation, CallMap also supports inbound call handling (with optional, configurable call-blending), and CLI Screen-Pop.
- Configurable progressive and auto-dial is supported ... so when a call is completed, the next record (or pending call-back) is automatically delivered from the calling list, the customer details are loaded, and the relevant telephone number is dialled.
- CallMap can support a wide range of CTI interfaces and Telephony equipment. Please contact us for more information.
- CallMap now supports Skype™ clients - and ntegrates with your Skype™ client to make and take calls over VOIP.
- CTI provides Inbound CLI recognition, auto-dial, and call conferencing support (where applicable).