Ct Outlook User Guide

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BUSINESS COMMUNICATIONS MANAGEMENT

COMMUNICATION TOOLBAR FOR MS OUTLOOK

USER GUIDE

SOFTWARE VERSION 6.0 SP4

DOCUMENT VERSION 1.1 (9.1.2009)


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COPYRIGHT

Copyright 2009 SAP AG. All rights reserved.

No part of this publication may be reproduced or transmitted in any form or for any purpose without the express permission of SAP AG.

The information contained herein may be changed without prior notice.

Some software products marketed by SAP AG and its distributors contain proprietary software components of other software vendors.

Microsoft, Windows, Outlook, and PowerPoint are registered trademarks of Microsoft Corporation.

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for informational purposes only, without representation or warranty of any kind, and SAP Group shall not be liable for errors or omissionswith respect to the materials. The only warranties for SAP Group products and services are those that are set forth in the express warranty

statements accompanying such products and services, if any. Nothing herein should be construed as constituting an additional warranty.


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USER GUIDETABLE OF CONTENTS


9.1.2009

TABLE OF CONTENTS

1. Introduction....................................................................................................................................................... 1

2. Usage................................................................................................................................................................... 3

2.1. Configuring settings ................................................................................................................ 4

2.2. Using offline and online modes............................................................................................... 7

2.3. Using calling functions ............................................................................................................ 8

2.4. Entering DTMF digits during active calls ............................................................................... 9

2.5. Creating and viewing call history (MS Outlook Journal) ..................................................... 10

2.6. Using availability information functions............................................................................... 12

2.7. Opening and using CDT application ..................................................................................... 15

2.8. Troubleshooting..................................................................................................................... 16

3. Glossary............................................................................................................................................................ 19


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USER GUIDETABLE OF CONTENTS

9.1.2009


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1

USER GUIDE1. INTRODUCTION


9.1.2009

1. INTRODUCTION

This guide describes a separately available extension application which makes it possible to use

some phone and availability functions in the Microsoft Office Outlook 2003/2007 application.

Using this extension application requires that CT Outlook and the Terminalcomponent have been

installed on your workstation.It is recommended that administrators install and configure these by

using the MS Windows Group Policy administration tool. See the Client Workstation Installation

Guide document.

Some of the functions described in this guide may not be implemented in your system, or you may

not have permission to use some of the functions. Furthermore, your system may include separately

implemented customer-specific features that this guide does not cover. Contact the supplier or

administrator for further information.

ITEM MARKING EXAMPLE

Proper nouns Italic Microsoft Windows

Various user interface items (such

as buttons, menus, submenus,

dialog windows, tabs, and sheets)

Italic Click the Update button.

Select Start > Programs > Internet Explorer.

Paths and directories Italic By default the file is located in the following

directory: C:\Documents.

Values and variables Italic Replace thexyzvalue with the 123 value.

Code examples Courier font

Some functions Bold You can use the Find and replace function forsearching items.

Terminology Bold italic By default clickingrefers to the left mouse

button.

CAUTION: The software users (service providers and end-users) are fully responsible for making sure that theservices provided using this software do not violate or are not used against local legislation. The software users must

acknowledge that the software collects identification data for enabling the services and their invoicing, security and

troubleshooting, protecting the services against misuse and misappropriation, and further improvement of the software

and services, and assume the full responsibility for the use of the collected data.

Conventions

CAUTION: This is an important caution.

NOTE: This is a necessary note.

run if xyz = 123


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USER GUIDE1. INTRODUCTION

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HINT: This is a helpful hint.


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USER GUIDE2. USAGE


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2. USAGE

There are two different ways to use CT Outlook.You can have phone and availability functions or

only availability functions. The functions you have are defined by administrators (a setting in theUser Administratorapplication).

If the extension application, with phone and availability functions, is installed on your workstation,

the following special toolbar appears:

You can use the calling functions either by clicking the buttons, or when the cursor is focused on the

toolbar, you can use the tabulator andEnterkeys. For example, when there is an inbound call and

you want to answer it, press the tabulator key until theAnswerbutton is selected and press theEnter

key. Or, you can place the cursor on theAnswerbutton and click it.

The status field on the right-hand side displays various messages related to the application status and

usage. It shows the last event but when you place the cursor on the status bar, the tooltip shows a

maximum of five earlier events.

The following sections describe how to use the extension application:

2.1. Configuring settings (page 4)

2.2. Using offline and online modes (page 7)


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USER GUIDE2.1. CONFIGURING SETTINGS

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2.3. Using calling functions (page 8)

2.4. Entering DTMF digits during active calls (page 9)

2.5. Creating and viewing call history (MS Outlook Journal) (page 10)

2.6. Using availability information functions (page 12)

2.7. Opening and using CDT application (page 15)

2.8. Troubleshooting (page 16)

2.1. CONFIGURING SETTINGS

NOTE: It is recommended that administrators install and configure the application by using the MS Windows GroupPolicyadministration tool, but you may also be allowed to configure all settings. Follow the possible company-wide

instructions for using the application.

Login

NOTE: You may need to change your password due to password policies. Log on to the Communication Desktopapplication to change it.

When you log in to CT Outlook, it asks for username for your user account and password.

If your login fails and you need the host address and port, contact your system administrator.

The toolbar has the Settings button for opening the configuration dialog window.


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General

Use the tab for viewing or configuring the following settings:

Username => The username for your user account.

Host address => Your host address and port.

Language => The user interface language. The application is officially supported in English

(the default value), Finnish, German, Polish, Russian, Italian, French, Spanish and Swedish.

Use appointment subject=> See the section 2.6. Using availability information functions

(page 12).

Default profile/Use previous profile automatically => See the section 2.6. Using availability

information functions (page 12).

Audio


Audio/Microphone/Ringing tone => The audio devices for incoming voice, outgoing voice

and the ringing tone. The drop-down menus list all devices activated for your workstation.

Volume => Opens the dialog window for adjusting volume and viewing detailed data flow

information about the active call. See the Communication Desktop (CDT) User Guidedocument for further information about the dialog window.

Ringing tone (personal) => The ringing tone assigned to your calls. If the field is empty, the

software uses theRingIn.wav file (from the %TEMP% directory). You can define an optional

personal ringing tone in the following way:

Create a personal WAV file (PCM 8,000 kHz; 16 Bit; Mono). The file should include

the actual sound and a short silence (half a second).

Save it into a workstation-specific directory (for example C:\\)

or a shared directory (\\\\).

Enter the path and name of the file into the field and save the settings.


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The settings are independent of the corresponding CDT settings which take effect immediately

when you open the CDT application. See the section 2.7. Opening and using CDT application

(page 15).

Phone


Visible A number=> Your personal extension number. You cannot change the value, as it is

saved to the registry in encrypted format.

Save as journal entry => See the section 2.5. Creating and viewing call history (MS

Outlook Journal) (page 10).

Keypad layout=> The options for viewing and modifying the keypad layout in the handset.

You can assign the buttons to the following functions:

Dial=> Initiates a call to the number entered into the destination field.

Redial=> Initiates a call to the previous destination number.

Volume +/- => Turns the volume up or down by 10 percent.

Hang up => Ends the active call.

The keypad layout then shows the buttons you press on your handset.

The settings are independent of the corresponding CDT settings which take effect immediately

when you open the CDT application. See the section 2.7. Opening and using CDT application

(page 15).


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USER GUIDE2.2. USING OFFLINE AND ONLINE MODES


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About

Use the tab for viewing information about the application.

2.2. USING OFFLINE AND ONLINE MODES

The toolbar has a dynamic button for switching between the offline and online modes. When the

extension application is activated, the button that displays the offline/online modes is Offline and the

status field displays the textPhone ready for use. When the application is in the offline mode, the

button displays Online and the status field displays the textPhone in offline mode.


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USER GUIDE2.3. USING CALLING FUNCTIONS

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When you are in the offline mode this extension application is deactivated temporarily and your

inbound calls are treated in the same way as when you are logged out of the system. When you are

logged out, your personal inbound calls are forwarded by using the selected PRS profile or your

user-specific call forwarding number. The call forwarding number is defined in the Communication

Desktop (CDT) application or in the User Administratorapplication.

When you open the application, it remembers the mode you have previously used. However, it

enters the offline mode automatically in the following cases:

The connection to the server is lost.

The network connections are not working properly.

The login process fails.

You open the CDT application via this application.

You must always return to the online mode manually by clicking the Online/Offline button.

The offline mode may be useful when you are working remotely and network connections are not

working properly. For example, when you use a laptop computer and a docking station, occasionally

the connection to the server may be lost temporarily. The automatic offline mode helps to recover

from this kind of situations.

2.3. USING CALLING FUNCTIONS

The toolbar has a destination field and the following calling buttons: Call,Answer,Hang up, and

Transfer.

Using destination field

You can enter a number directly into the destination field or transfer it from the MS Office Outlook

contact list. Select a contact and click the appropriate number. The number is transferred to the

destination field.

If you want to transfer the previous destination number to the field, click the Callbutton when

the field is empty.

If you fail to answer a call, the field displays the source number for the missed call.


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USER GUIDE2.4. ENTERING DTMF DIGITS DURING ACTIVE CALLS


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If you use a handset and enter the number into the destination field before lifting the receiver, the

number disappears from the field. You must either initiate the call before lifting the receiver or use

the handset keys for dialling.

Making outbound calls

If you use a headset, enter the number into the destination field. Press theEnterkey on your

keyboard or click the Callbutton.

If you use an on-hook/off-hook handset, make calls in either of the following ways:

Lift the receiver and use the keys in the handset for entering the number and initiating the call.

Enter the B number into the destination field. Press theEnterkey on your keyboard or click

the Callbutton. Lift the receiver when the call has been initiated.

Answering inbound calls

If you use a headset, press theEnterkey on your keyboard or click theAnswerbutton.

If you use an on-hook/off-hook handset, lift the receiver. If the receiver is not in its place, you must

use theEnterkey or theAnswerbutton when there is an inbound call.

Ending calls

Click theHang up button.

Rejecting inbound calls

Click theHang up button.

Transferring calls (blind transfer)

You can transfer an active call to another number. In that case you do not know whether a

transferred call is answered or not.

Enter the number of the second party into the destination field and click the Transferbutton.

2.4. ENTERING DTMF DIGITS DURING ACTIVE CALLS

NOTE: You cannot use the numeric keypad for dialling or entering other numbers.

The toolbar has theKeypadbutton for opening the numeric keypad window that is used for entering

DTMF (dual tone multi-frequency) digits during an active call.


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USER GUIDE2.5. CREATING AND VIEWING CALL HISTORY (MS OUTLOOK JOURNAL)

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For example, when an IVR (Interactive Voice Response) system answers your outbound call, you

cannot use your keyboard for entering the required information as the keyboard does not generate

the required signals that the IVR system understands.

You can generate these signals by clicking the buttons in the keypad window. You can also click the

field at the top of the character buttons and then enter these characters using the keyboard of the

workstation.

2.5. CREATING AND VIEWING CALL HISTORY (MS OUTLOOK JOURNAL)

If the Save as journal entry option in the configuration dialog window is selected outbound, inbound

and missed calls are saved as journal entries.


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USER GUIDE2.5. CREATING AND VIEWING CALL HISTORY (MS OUTLOOK JOURNAL)


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Open the MS Office Outlook Journalview to view or modify your call history.


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USER GUIDE2.6. USING AVAILABILITY INFORMATION FUNCTIONS

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2.6. USING AVAILABILITY INFORMATION FUNCTIONS

PRS (Personal Reachability Services) profiles are related to the availability information functions

(absences and presences). A profile defines how your inbound calls are handled in the followingsituations:

You are able to answer. This is considered to be the default situation.

You are not able to answer (you are busy).

You fail to answer unintentionally or on purpose.

You are logged out.

When you use profiles, your colleagues get up-to-date information about your availability. See the

Communication Desktop (CDT) User Guide document for further information.

You can use the PRS profiles in two different ways in this extension application:

Activate a profile that matches your current situation.

Assign a profile to a calendar appointment.

Activating profiles

The toolbar has a drop-down menu for selecting a PRS profile. The selected profile takes effect

immediately. When you place the cursor on the selected PRS profile, a tooltip displays profile

information. The menu lists the shared and personal PRS profiles.

When you activate a PRS profile, your inbound calls are handled accordingly and other users can

see your up-to-date availability status in the CDT application.

There is an optional rounding value that affects the duration and the return time. For example, if the

rounding value for a two-hour absence profile is 10 and you activate the profile at 12:38, the profile


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remains active until 14:40. The ~ character in the profile tooltip indicates that rounding is in use in

the profile.

Assigning profiles to calendar appointments

The drop-down menu is available also when you create or modify a calendar appointment.

You can also use the following options in the configuration dialog window:

Default profile => This profile is automatically selected when you open an appointment.


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Use previous profile automatically => The profile you have used in the previous appointment

is automatically selected when you open an appointment.

Use appointment subject=> The subject of the appointment is transferred to theAdditional

info field in the CDT application.

When you save the appointment, a corresponding absence or presence is created in the CDT

application. When you receive a meeting request, an absence or presence is created from it only if

you select a PRS profile before you accept the meeting request.

Select thePrivate option in the appointment dialog window if you want to hide the actual subject

and display only thePrivate value in the CDT application.


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USER GUIDE2.7. OPENING AND USING CDT APPLICATION


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Even though you can drag and drop the appointment in the calendar view to change the starting

time, the availability information may not be updated correctly. Therefore, it is recommended to

open the appointment and use the drop-down menus for modifying the starting and ending times.

2.7. OPENING AND USING CDT APPLICATION

CAUTION: If the extension application is in use, you should always open the MS Office Outlookapplication beforethe CDT application. Otherwise the activation-deactivation procedure fails and the software components cannot handle

the call traffic in an appropriate way.

The toolbar has a button for opening the Communication Desktop (CDT) application.

Limitations

You cannot use the CDT application and this extension application simultaneously:

This application is deactivated (it enters the offline mode) automatically when you open the

CDT application by using the CDTbutton, the HTTP address, or a shortcut icon.

When you close the CDT application, you must return to the online mode manually by

clicking the Online/Offline button.

If you open the CDT application when you have an active call in the extension application, the call

is disconnected.

Directory view and calling functions in the CDT application

Administrators define whether you have rights to access the CDT application and what CDT

functions you can use (the settings in the User Administrator application).

The rights for the calling functions in the CDT application have the following effect:

You have no rights => You cannot access the phone view. Only the directory view appears

when you open the CDT application, but you can use the calling functions in the pop-up

menus in the directory view.

You have rights => You can decide whether you want to open the phone view or not. If the

Confirmation (phone view) option in the CDT settings is not selected, the phone view appears

always when you open the CDT application via this application.


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USER GUIDE2.8. TROUBLESHOOTING

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2.8. TROUBLESHOOTING

Administrators can use the CTOutlook_YYYYMMDD.log file (for example,

CTOutlook_20080905.log) for troubleshooting purposes. It is created into the %TEMP% directory

on each workstation.

If you have problems during the login or when you use the application, contact the administrator for

further information. The reason may be one of the following:

You are using a MS Office Outlookversion that is too old or the application is not up to date.

See the appropriate third-party documentation.

The extension application is not installed or configured correctly.


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If your settings are invalid or insufficient, an error message may appear or the

application may enter the offline mode.

It is recommended that administrators install and configure the application by using the

MS Windows Group Policy administration tool, but you may also be allowed toconfigure all settings. Follow the possible company-wide instructions for using the

application.

See the section 2.1. Configuring settings (page 4), the section 2.2. Using offline and

online modes (page 7) and the Client Workstation Installation Guide document.

The requiredActiveXcomponents (Terminaland MCTABUFF) are not installed on your

workstation or the versions are too old.

Your audio device is not supported. Contact the supplier for information about the supported

devices.

You do not have appropriate user rights. For example, you may have rights to use only the

availability functions. See the User Administration Guide document.

Administrators have not defined the PRS profiles correctly or instructed you how to use them.

See the Communication Desktop (CDT) User Guide document.

You are logged in to the Communication Desktop (CDT) application when you open the MS

Office Outlook 2003/2007application. If the extension application is in use, you should

always open the MS Office Outlookapplication before the CDT application. Otherwise the

activation-deactivation procedure fails and the software components cannot handle the call

traffic in an appropriate way. See the section 2.7. Opening and using CDT application

(page 15).

You have logged in to the CDT application from another workstation with the same

username. If you use the applications from separate workstations, the extension application

may fail to function.

You have closed the MS Office Outlookapplication and have tried to open it again before the

previous Outlookprocess has been ended. Also, the process related to the Terminal ActiveX

component may still be running.


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USER GUIDE3. GLOSSARY


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3. GLOSSARY

ABBREVIATION (TERM) DESCRIPTION OR SYNONYM

3G (third generation) A level of development related to wireless technologies. Thepreceding levels were 1G (included analog standards such as

FDMA and NMT), 2G (included digital standards such as CDMA

and GSM), and 2.5G (included the packet-based GPRS standard).

The 3G standards include UMTS (based on GSM) and WCDMA

(based on CDMA).

A number The number where the call or message comes from (the callers

number or the source number).

Absence A status in the PRS system when a user is away or not available

and cannot be reached.

ADS (Active Director Synchronizer) A service that transfers user accounts from Active Directory to theCEM database.

Agent A user who handles queue calls and interacts with customers.

Usually related to contact centers.

APO (Access Point) One of the databases in the Reporting system, works as an access

point for operative SQL databases and controls the DTE job.

ASP (application service provider) An enterprise that provides other enterprises or individuals remote

access to application programs and services over theInternet.

Attended transfer A call is transferred to another number only after the person it is

transferred to answers the phone. The call is put on hold

automatically, and you can release it and continue if the other partydoes not answer. Compare to the blind transfer method.

Auto-allocation mode The call queue mode where you automatically get the next inbound

call from the queues in which you are currently serving as an

agent. The call is offered to one agent at a time. Compare to the

hunt group mode.

Availability information Indicates whether a user is absent or present. Related to PRS

profiles.

B number The target of the call or message (the destination number).

Blind transfer A call is transferred to another number without you knowing

whether the other party answers or not. Compare to the attended

transfer method.

Bridge (H.323 or SIP) A core module for connecting the registered terminal devices and

the gateways to the CD core module.

C number The target of the call which is forwarded from the B number.

Campaign Defines the contents of the outbound call set (such as the

customers, scripts and special rules) in the Outbound Desktop

application.

CD (Call Dispatcher) The core module for low-level call handling.

CDT (Communication Desktop) An end user application for enterprise telephony systems and

contact center operations.


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CEM (Contact Event Manager) The core module for top-level call handling.

CEM database The system database for call handling.

Chat, chatting Real-time communication between users using computing devices.

Chat Server, Chat Portal Server Server components that must be installed in the system if the chat

channel is used.

ClientCom The communication interface between the client-level

applications.

CMC (Communication Mobile Client) An end user application for mobile phone users.

Codec (coder/decoder) A module which combines analog-to-digital and digital-to-analog

conversion.

Company An external customer or an internal employer in the CPM

database. Contacts are always linked to one or more companies.Connection Server (CoS) A mandatory server component that carries out communication to

the end-user interfaces CDT and CMC via a TLS-secured

connection.

Contact An external customer or an internal employee in the CPM

database. When internal user accounts are transferred from the

CEM database to the CPM database, they are interpreted as

contacts. Contacts are always linked to one or more companies.

CPM (Contact Process Manager)

database

The system database for managing customer information and

activities (such as tasks).

CPM Administrator An administration application related to the CPM database andpredefined outbound call campaigns.

CT Outlook (Communication Toolbar for

MS Outlook)

An extension application which makes it possible to use some

telephony and availability functions in the MS Office Outlook

application.

CTM (Communication Task Management) An end user application related to task management. It is also used

for creating and maintaining customer data and personal segments.

Customer In the CPM database: an external company or contact. In the ASP

system model: a separate subsystem.

Customizer, customizing file A text file in the CEM server which contains dedicated customer-

specific values.

Data Collector A server component that collects reporting and monitoring data.

Required ifReportingorOnline Monitoringapplications are used.

DB, db (database) A collection of information which is organized by using predefined

rules.

Dialer A module that controls the outbound call sequence, timing and

agent assignment in the Outbound Desktop application.

Directory Either a CEM directory defined in the System Administrator

application, or a segment which is displayed as a contact directory

in the Communication Desktop (CDT) application.



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DSArea (Data Staging Area) One of the databases in the DTE. Related to theReporting

application.

DTE (Data Transformation Engineer) A tool that runs the transformation process in theReporting

application.

DTMF (dual tone multi-frequency) The signals you generate by pressing the keypad of a traditional

phone.

DW (Data warehouse) Information organised in datamarts for effective on-line search.

Related to theReportingapplication.

E-mail channel The queue type which is used for receiving and handling e-mail

messages.

External agent A user who is logged into the software from an external number

(mobile or fixed). External agents serve in queues remotely.

ETC (External Terminal Controller) A core module that translates the protocol used with desk phones

into a protocol used with softphones. This enables that certain

CDT functions such as PRS can be used with the desk phones as

well.

FBR (Federation Bridge) A core module for interconnecting several BCM systems. Used in

ASP systems.

GK (gatekeeper) (H.323 or SIP) A core module for registering the terminal devices to the CD core

module.

GUI (graphical user interface) The graphical interface for human-computer interaction (HCI).

GUIs make it easier to use the software applications compared to

command-based interfaces.

GW (gateway) (H.323 or SIP) An external module for connecting the system to an external

network (usually to the PSTN network).

H.323, H323 A standard protocol for audio, video, data, internet phone, and

VoIP transmissions.

HA (high availability) A system or module which is operational also when uncontrolled

interruptions occur.

HAC (High-Availability Controller) An infrastructure application that ensures one of the redundant

virtual unit instances is running all the time.

History Database Database for saving data forReportingand Online Monitoring

applications. It is installed automatically when the CEM Databaseor Reporting Database is installed.

Hunt group mode The call queue mode where you can pick an inbound call from the

queues in which you are currently serving at as an agent. The call

is offered simultaneously to all agents who are logged into the

queue. Compare to auto-allocation mode.

IA (Infrastructure Administrator) An administration application for creating the system model, and

starting and stopping all components of the system.

IAP (Internet Access Point) The connection server through which the CMC application

connects to the internet.



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IIS (Internet Information Server) A Microsoftserver product which is used for various web-related

tasks, such as managing services and sharing information.

IM (instant message) A short messages sent and delivered using the Communication

Desktop (CDT) application internally in a BCM system.

Inbound Incoming (contact events).

Internal Web Services (IWS) A core server component required for the communication process.

IP (Internet Protocol) The method and technology for sending data between computers

on theInternet.

IP phone A telephone based on IP technology.

IVR (Interactive Voice Response) A system which supports interaction between the caller and the

system. For example, the caller may hear a prerecorded prompt

which instructs them to enter data with the phone keypad.

LAN (local area network) A group of computing devices which are used over a shared data

line within a limited geographical area.

MCTABUFF The core module required for ClientCom integrations and the task

management integration. ThisActiveXcomponent is installed on a

client workstation.

Mobile phone A cellular telephone.

MRS (Media Routing Server) The core module for playing prompt files. It also converts the RTP

stream into a WAV file when a caller leaves a voicemail message.

MSI The file format for Microsoft Windows Installerpackages.

MTD (Multiterminal Desktop) Functions for defining multiple terminal devices for receivinginbound calls, and for selecting which one of the devices is used

when making outbound calls. Used in the Communication Desktop

(CDT) application.

NAT (Network Address Translation) An IP address used in one network (the inside network) is

translated to a different IP address known in another network (the

outside network). Often involves address mapping and firewall

configuration to improve security.

OB Desktop (Outbound Desktop) An end user application related to predefined outbound call

campaigns.

OLAP On-line analytical processing. Related to theReporting

application.

OPER_DIR The default queue for passing personal inbound calls within the

BCM system

Outbound Outgoing (contact events).

PBX (private branch exchange) A traditional corporate telephone system which usually includes

switchboard hardware.

PDC (Predictive Dialing Controller) A CEM module which runs the outbound campaigns. Used in the

Outbound Desktop application.

Person An external individual in the CPM database.Persons are not

connected to companies and are usually private persons.



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POP (point-of-presence) An internet access point which has a unique IP address and

provides access to the rest of the Internet.

Presence A status in the PRS system when a user is free and can be reached.

Prompt An audio message file in the WAV format.

PRS (Personal Reachability Services) Functions related to the availability information. The selected PRS

profile tells other users if you are available or not. Used in the

Communication Desktop (CDT) application and Communication

Mobile Client(CMC) application.

PRS profile An absence, presence or conference profile which defines how

inbound calls are handled when an appropriate profile is selected.

PSTN (public switched telephone

network)

The collection of interconnected public telephone networks and

systems.

Queue routing The rules for offering calls to the agents who are serving in the

queues in the auto-allocation mode.

R number The term used for the original external source number (the A

number) in the following special case: the system is configured to

display the original number even if the call has been forwarded

within the system before it is finally forwarded to another external

number. Normally the system displays the personal extension

number or the queue number as the source number.

Reporting An application using data warehouse technology for effective

reporting.

Reporting Database Database for saving data for Reportingapplication.

RTP (Real-time Transport Protocol) A standard protocol for audio, video, data, internet phone, and

VoIP transmissions.

SBR (skill-based routing) A queue routing method in the software. The software offers calls

to the agents who are most suited to take the call.

Segment A target group which is created in the CPM database and displayed

as a directory in the CDT or CMC application. It contains persons,

contacts, and companies. Segments may be company-wide

(created in the CPM Administratorapplication) or personal

(created in the CDT or CTM application).

SIP (Session Initiation Protocol) A standard protocol for audio, video, data, internet phone, andVoIP transmissions.

SMS (short message service) The method for delivering short messages to mobile phones.

SOAP (Simple Object Access Protocol) The method which allows an exchange of data between

applications running on different platforms.

SQL (Structured Query Language) A programming language used for database queries and updates.

May also refer to a database server or program.

SRTP (Secure RTP) Configuration that uses encryption in the RTP signaling.



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SSR (Server-side Recording) Configuration where the recorded files are saved on the server,

instead of the client workstation. Enables that recording can be

used for desk phones as well.

Superior-assistant A role related to special queue functions.

Switchboard Traditionally hardware (a telephone routing table) for routing and

connecting calls to other users.

System Administrator An administration application related to the system data and

configuration.

TAPI (Telephony Application

Programming Interface)

A programming interface which allows you to make telephone and

video calls using computers.

TCP/IP (Transmission Control Protocol/

Internet Protocol)

A method and language for sending data between computers on the

Internet.

Terminal The core module required for the phone functions in the

Communication Desktop (CDT) application. ThisActiveX

component is installed on a client workstation.

User Administrator An administration application where user accounts and their rights

are created and maintained.


Ct Outlook User Guide

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