Alcatel OmniPCX Office

Transcription

1 Alcatel OmniPCX Office PIMphony the power of speech for your Contact Manager Software CTI Integration Guide PIMphony CTI Integration Guide Edition 1 Alcatel 2004 page 1

2 Alcatel OmniPCX Office PIMphony CTI Integration Guide Introduction 3 Contact Manager Software 4 What is contact management? 4 PIMphony and the Contact Manager Software 5 Configuration of the contact manager software 6 Constraints according to the contact manager 6 Contact Database synchronization 7 Screen Pop module 8 Screen pop definition 9 Screen pop wizard 12 Manual pop up 12 PIMphony integration with Contact Manager 13 Microsoft Outlook integration 13 Microsoft Business Contact Manager with Outlook 2003 integration 15 GoldMine integration 16 Act! Integration 17 Microsoft Access integration 18 Glossary 24 PIMphony CTI Integration Guide Edition 1 Alcatel 2004 page 2

3 Introduction PIMphony is Personal Communication Manager software for Alcatel OmniPCX Office that controls inbound and outbound calls. It combines the two most used business tools: the telephone and the computer. PIMphony is based on the following points: The PC industry produces an enormous amount of software applications. These applications and their use are different from one user to another: Office suite, Web browser, databases, trade oriented software like accounting, customer relationships software or software for specific sectors such as retail. Most of the time they contain business contacts information (customers, suppliers, colleagues lists) and their respective phone numbers. The efficient way to use this phone information would be directly from the PC application, avoiding the need to use two different tools to make phone calls. This is exactly what PIMphony provides. The second point is that busy people manage their time efficiently with Contact Manager Software. It can be called PIM (Personal Information Manager), Workgroup Contact Manager or CRM (Customer Relationship Manager). In this software, contact databases are part of the basic features and they are used to centralize business or personal contacts information. Alcatel PIMphony brings a seamless integration with these applications in order to improve user productivity by providing screen pop of the Contact Manager Software contact cards based on the caller identification, by allowing dial-by-name on multiple phone numbers and multi-line call management within a single user interface. Efficient management of customer relations is critical for small and medium businesses. Alcatel PIMphony offers a high degree of integration with the most popular PIMs (Personal Information Manager) on the market, and based on Computer Telephony Integration (CTI). The purpose of this document is to describe in details the different level of integration of PIMphony with these Contact Manager software. PIMphony CTI Integration Guide Edition 1 Alcatel 2004 page 3

4 Contact Manager Software These software are typically used by sales people. However, it can help many other people in the company to manage business relationships more effectively. In addition it provides a unified view of all the information related to the customers. What is contact management? It is the management of all the tasks and information related to developing and maintaining relationships with the people with whom you do business. It involves a variety of activities, including among other things:? Finding and contacting easily new prospects and clients;? Following up with prospects and clients by telephone, fax, mail and ;? Scheduling appointments and meetings;? Maintaining accurate records of all contacts interactions;? Depending of the level of service offered by the software, you can find the following segmentation of the market:? Personal Information Manager? Workgroup Contact Manager? Sales Force Automation Customer Relationship Manager Functionality SFA/CRM (Groupware) Workgroup Contact Management High-end Systems PIMs Low-end Information Managers Price PIMphony CTI Integration Guide Edition 1 Alcatel 2004 page 4

5 PIMphony and the Contact Manager Software PIMphony is integrated with the following software:? Microsoft Outlook 97/98, 2000, 2002, 2003; One of the most famous PIM is Outlook from Microsoft. Outlook 2003 is the latest version of Outlook (up to now!). With Outlook, it's easier than ever to connect with co-workers and communicate effectively. Whether scheduling meetings, sending and receiving , or tracking client contacts, Outlook gives you all the easy-to-use tools you need to collaborate more efficiently. It helps you organize all your daily information in one convenient location, so you can always find the information you want, when you want it. Take advantage of seamless integration between Microsoft Outlook and the other Office applications, as well as Microsoft Exchange to share the information, work more productively and collaborate across your company and the world.? Microsoft Business Contact Manager for Outlook 2003; Microsoft BCM is an add-on of Outlook 2003, which is designed to meet the needs of small businesses. It is a single-user desktop application that helps entrepreneurs, sales people and employees to work more efficiently. It manages your accounts or customers and your business contacts. It links notes, appointments, task, sales opportunities to them and track sale performance with customized reports.? Microsoft Access 97, 2000, 2002, 2003; Microsoft Access has become a leader in the desktop database category among a wide variety of users. Access power users and developers will find new and exciting ways to take advantage of Access popularity among end users by increasing the scalability of Access 2003 with stronger integration to enterprise level databases. Whether users are creating a database to manage contacts and customers or creating a tracking system for inventory, Access provides an easy way for all levels of desktop users to find, manage and share data.? Act! 4.x, 2000, 5.04 and 6.0 from Best Software, part of the Sage Group; ACT! is the industry-leading groupware contact manager with more than 2 million users worldwide and over 16,000 corporate customers. It is ideal for individuals who are externally focused and want to grow their businesses or whether the business is a sales territory, a small company, and a consulting practice. For the sales professional and sales managers, ACT! is a customizable sales tool that provides a single location to manage, track, and view the entire sales pipeline.? GoldMine 4.x, 5.0, 5.7, 6.0 and 6.5 from FrontRange Solutions ; GoldMine is one of the leading companies for software empowering Teams to manage relationships and automate Sales and Marketing. It is a designed workgroup solution for the entrepreneur, the smaller person business or large corporations and is a true multi-user database that supports concurrent data access across any network platform to a central server. GoldMine pulls together both contact information and the users of that information. Most organizations, particularly those with a sales team, need to track not only the contacts, but their histories and pending activities as well. Customer service, sales, management and accounting must all be able to communicate internally about their prospects, clients and vendors. GoldMine integrates these previously separate departmental entities into efficient, team-based workgroups by relating all communications and activities back to the contact. PIMphony CTI Integration Guide Edition 1 Alcatel 2004 page 5

6 Configuration of the contact manager software During the PIMphony installation process, the contact manager software installed on the PC is searched for in the following order (Outlook, Act, GoldMine, Access) and the first found is pre-configured with PIMphony. But, the user can change the selected one. The user has the choice to configure the PIM directly in PIMphony configuration menu. List of Contact Manager software supported Constraints according to the contact manager The support of the Contact Manager software is really plug and play except for Microsoft Access, which needs some specific settings described hereafter. If PIMphony is used with Outlook, it is not necessary to launch Outlook. When configured with ACT! or GoldMine, PIMphony launches the corresponding application before starting (if not started). The user has the possibility to configure their name and password for an automatic login. PIMphony CTI Integration Guide Edition 1 Alcatel 2004 page 6

7 About Microsoft Access: with Access 97, it is enough to have the runtime on the client PC (installed by PIMphony); for the other versions of Microsoft Access, it has to be installed on the PC. Microsoft Access does not have to be launched when using PIMphony. When configured with PIMphony, PIMphony launches Microsoft Business Contact Manager with Outlook 2003 automatically. Contact Database synchronization In most cases PIMphony works directly with the Contact Manager database. There is an automatic synchronization with the data (new contact cards or new phone numbers, modification of phone numbers). However, in some cases, due to the Contact Manager software constraints, PIMphony needs an intermediate database that is automatically synchronized when PIMphony starts. This intermediate database is managed by PIMphony itself and do not require any user action. With Outlook 97/98 Alcatel PIMphony synchronizes automatically with the Outlook 97/98 contact database each time PIMphony is started. Two additional features allow you to update the contact database: The synchronize button starts an incremental synchronization with the Outlook contact cards. (pop up configuration menu) The Initialize button starts a complete synchronization of the contact database. With Business Contact Manager Microsoft Business Contact Manager needs to be synchronized with PIMphony. PIMphony only takes new contacts or new phone numbers created in BCM into account on the next execution of PIMphony. With Outlook 2000/2002/2003 PIMphony gets the information through an addin added in Outlook. With the other PIMs Concerning Microsoft Access, ACT! or GoldMine, no synchronization is needed. PIMphony gets the data directly from the database of this Contact Manager software. PIMphony CTI Integration Guide Edition 1 Alcatel 2004 page 7

8 Screen Pop module PIMphony takes a new dimension when it is used with contact manager software. Its screen pop module provides a tight integration with the contact database. When an incoming call occurs, based on the CLI (calling number) or DDI (called number) information, PIMphony pops up the corresponding contact card. In the same way, when an outgoing call is made, the contact card can be popped up. Example with Outlook card Goldmine contact card with tab bar presenting detailed information about the contact (summary, customized views, notes, pending activities, history,). PIMphony CTI Integration Guide Edition 1 Alcatel 2004 page 8

9 ACT! 2000 contact card With new look and feel. The screen pop module provides the interface between the Alcatel PIMphony software and the Contact Manager. It displays telephone contact entries on the basis of criteria entered during the configuration. Configuring the screen pop enables the user to define criteria for the opening and closing of the Popup entries (actions, events, filters). Screen pop definition To tune the screen pop criteria, PIMphony comes with customisable screen pop scenarios. EVENT FILTER ACTION POP UP SCENARIO A screen pop scenario is based on three stages: Event: a screen pop event describes on which calls the screen pop occurs: on incoming calls (on the first one, the second one or on each call) on ringing state - on off hook - at the end of the call on outgoing calls (on the first one, the second one or on each call) on off hook - at the end of the call WARNING!!! Only one action per event type can be defined (for example, you can open a contact card when the phone is ringing and store an entry in journal when the call is over, but you can not open a contact card and store an entry in journal when phone is ringing). Filter: filter means to limit the screen pop up to specific calls: incoming or outgoing calls known and unknown caller external and/or internal calls Event s configuration window PIMphony CTI Integration Guide Edition 1 Alcatel 2004 page 9

10 Action: which action will be made based on the defined events (some restriction can exist depending of the Contact Manager Software): List of possible actions (1) Pop up the contact card when the caller is identified or create a new card if unknown: Only if existent, open card if exists New if inexistent, create the card if phone number is not know Always open the card if exists and create the card if phone number not known (2) Close the contact card at the end of the call with a time out (wrap up time) (3) Store a call trace in the journal or activity window (4) Send an to someone (only for Microsoft Outlook) Specify the address Send the automatically or not WARNING!!! Microsoft Outlook can be protected. In this case, a warning window is displayed to confirm action on Outlook journal or for sending (automatic will not work). PIMphony CTI Integration Guide Edition 1 Alcatel 2004 page 10

11 sending example (5) Launch an application with optional parameters: the application is launched for all the PIMs except if no PIM is configured and always (if phone number is known or not). Possible parameters: $1: phone number (caller or called number depending on Filter defined) $2:local number (the PIMphony EDN or the 4 last digits of the called DDI number) $3: call type (INC: incoming, OUT: outgoing) $4: call origin (INT: internal, OUT: external). Example: External call ( ) is presented to PIMphony with DDI , the next command is launched: c:\path\mycontact.exe INC EXT ring When the call ends, the next command is launched: c:\path\mycontact.exe close PIMphony CTI Integration Guide Edition 1 Alcatel 2004 page 11

12 Screen pop wizard PIMphony includes a dedicated wizard, which simplifies the screen pop scenario definition by the user. Step by step the user selects the desired parameters. PIMphony can store different scenarios. They can be opened on demand. Scenarios are defined in 3 steps: (1) Type of calls for the popup Incoming calls, outgoing calls, both, incoming with called identification When to pop up When the phone rings When I pick up the phone (2) Close the card at the end of connection or not Manual pop up During a phone call, you need to take notes on the current conversation; the manual screen pop allows you to pop up the contact card by clicking on the manual pop up button (in the phone bar or in the phone window). Manual pop up The name for the screen pop is taken in the dial by name area. PIMphony CTI Integration Guide Edition 1 Alcatel 2004 page 12

13 PIMphony integration with Contact Manager PIMphony integrates with Contact Manager software and synchronizes with their database providing: Dialing facilities o Dial by name in PIMphony o Dial from the contact card Contact card automatic screen pop on CLI or DDI information o On incoming calls o On outgoing calls Call history including caller s name and telephone number o sending o Journal entry Microsoft Outlook integration Features details Versions supported Microsoft Outlook 97/98 Microsoft Outlook 2000 Microsoft Outlook 2002 Microsoft Outlook 2003 Dial by name Dial by name from PIMphony using the Outlook contact card information (name, list of phone numbers). Call from a contact card Generate a call in the contact card (choice in the phone number list) and release the call. Outlook must be configured with the good Alcatel TAPI line in the dialing options of the New call button. Automatic contact card screen pop Multiple contact cards open Journal entry sending Screen pop of contact card on call activity depending on your settings (manually configuration or with the wizard). If more than one card has the same number, PIMphony proposes you the list of contacts. Possibility to have more than one contact card opened. Generate an entry of type call activity depending on your settings in the generic journal folder of Microsoft Outlook. Information are: Correspondent name or number Date and time of the call Link with the contact card if exists. Send an to a given address depending on your settings. Useful to forward you an when you are out of your office for example PIMphony CTI Integration Guide Edition 1 Alcatel 2004 page 13

14 Tips for the Contact Manager Software Contact card format Name format in a contact: <first name> <last name> in field 'Full name' Phone number format: <Microsoft canonical format> for external numbers <number> for internal numbers Example France: +33 (3) Example Germany: +49 (541) Phone numbers used The fields used for phone numbers and search order are: Business, Business2, Home, Home2, Assistant, Mobile, Car, Primary, Callback, Company, ISDN, Business Fax, Home Fax, Other, Other PIM configuration specificity Fax, Pager, Radio, Telex, TTY/TDD You can select the folders. By default, the folder Contacts is used. With Outlook 97/98, the folders must be in your personal folder. From Outlook 2000, multiple and public folders are supported. Database synchronization Synchronization is needed with contact database for Microsoft Outlook 97/98, but not after (automatic). Synchronization is required when adding/deleting/modifying a contact: Incremental synchronization (in Advanced popup configuration, button Synchronize ) Or restart PIMphony. Contact Manager activation Centralized contact information Creation of a new contact with PIMphony Limits Microsoft Outlook doesn t need to be launched. Outlook object is started directly by PIMphony. It is possible to use a Microsoft Exchange server to have centralized information and shared data (i.e. network architecture for the Contact Manager software). The location of a new contact created by PIMphony is in the default personal folder.pst, in the 'Contacts' folder. Multiple and public folders Contact moves with Outlook 97/98 Contact delete Contact folder selection They are only supported from Outlook 2000 (not for Outlook 97/98). If you move contacts or directories containing contacts, Outlook changes its internal contact identifiers. The result is that dial-by-name or automatic popup are no longer working. Start a full synchronization to correct everything. If you delete a contact, you should also delete it in the 'Deleted items' folder if you want this contact no longer to be seen by PIMphony. With Outlook 97/98, an incremental synchronization is necessary after this. The following actions are required when changing the contact folder selection: From Outlook 2000: quit PIMphony, quit Outlook, restart PIMphony; Outlook 97/98: do a full synchronization. PIMphony CTI Integration Guide Edition 1 Alcatel 2004 page 14

15 Reference to invalid folders Delete of a personal folder No phone fields in contact If the dial by name feature seems not to run correctly for one or more contacts, check that Outlook has no reference on an invalid.pst file. To do so, select each folder containing 'Personal Folder'. If Outlook displays an error, the dial-by-name feature and the Popup feature will not work. Correct, by deleting the invalid folder. If it is still not working, do a full synchronization. If you delete a personal folder (.pst) in Outlook, you must re-run the PIM folder selection window and validate with OK to no longer taken into account contacts in the delete folder. If all phone fields are empty, the dial-by-name will not select the associated contact in the dial by name feature. Microsoft Business Contact Manager with Outlook 2003 integration As Business Contact Manager is an add-on of Microsoft Outlook 2003, details described before about Outlook remains valid. You can for example make screen pop of Outlook Contact Card and BCM Contact Card. Features details Versions supported Microsoft Business Contact Manager for Outlook 2003 Dial by name Dial by name from PIMphony using the BCM contact card information (name, list of phone numbers). Call from a contact card Generate a call in the BCM contact card (choice in the phone number list) and release the call. Outlook must be configured with the good Alcatel TAPI line in the dialing options of the New call button. You can also generate a call from an Account Card. Automatic contact card screen pop Screen pop of Business Contact Manager contact card or if not found of Multiple contact cards open Tips for the Contact Manager Software Account Contact Card. Possibility to have more than one contact card opened. BCM Contact card format Name format in a contact: <first name> <last name> in field 'Full name' Phone number format: <Microsoft canonical format> for external numbers <number> for internal numbers Example France: +33 (3) Example Germany: +49 (541) Database synchronization Synchronization is needed with Business Contact Manager. If new contact or modification is done, PIMphony has to be restarted. Contact Manager Microsoft Business Contact Manager is launched before by PIMphony. activation Centralized contact information Business Contact Manager is a single -user desktop application, so BCM database cannot be shared between users. PIMphony CTI Integration Guide Edition 1 Alcatel 2004 page 15

16 GoldMine integration Features details Version supported GoldMine 4.0, 5.0, 5.7, 6.0 and 6.5 Dial by name Dial by name from PIMphony using the GoldMine contact card information (name, phone numbers). Call from a contact card No WARNING: Generating a call from GoldMine open a dialing window that is a blocking window (no more interaction with Contact card possible until end of call). Closing the window hangs up the call. Automatic contact card screen pop Screen pop of contact card on call activity depending on your settings (manually configuration or with the wizard). Multiple contact cards open Possibility to have more than one contact card opened. Journal entry Not supported sending Not supported Tips with the Contact Manager Software Contact card format Name format in a contact: <last name> <first name> in field 'Name' Phone number format: The phone numbers you enter must be directly dialable, i.e. must include outside access prefix, area code,... They must not be in TAPI canonical format. This is mandatory for the screen pop and the dialing directly in GoldMine. Phone numbers used The field used for search (screen pop) is: Phone1 The phone number fields used for dialing are: Phone1, Phone2, Phone3 PIM configuration specificity Name and password of the user can be configured to launch automatically GoldMine. Database synchronization None (automatic). Contact Manager activation GoldMine is launched by PIMphony when starting, but it must remain active. Centralized contact information It is possible to install GoldMine with a centralized database (shared data i.e. network architecture for the Contact Manager software). Creation of a new contact with PIMphony The location of a new contact created by PIMphony is in the current database. Limits Contact Card screen pop The screen pop up of the GoldMine contact card is based only on Phone1. It is the only phone field of GoldMine database that is indexed. PIMphony CTI Integration Guide Edition 1 Alcatel 2004 page 16

17 Act! Integration Features details Version supported Dial by name Call from contact card Automatic contact card screen pop Multiple contact cards open Journal entry sending Act! 4.0, 2000, 5.04 and 6.0, Sage Contact. Dial by name from PIMphony using the Act! contact card information (name, phone numbers). Generate a call in the contact card (choice in the phone number list). You must first configure the Alcatel TAPI line used in Act! Screen pop of contact card. If more than one card has the same number, PIMphony proposes you the list of contacts. No Generate an entry in the journal on call activity depending on your settings. No Tips with the Contact Manager Softwa re Contact card format Name format in a contact: <first name> <last name> in field 'Contact' Phone number format: <Microsoft canonical format> for external numbers in field 'Phone' <number> for internal numbers in fields 'Ext' Phone numbers used The fields used for phone numbers resolution are: Only indexed fields in the following list: Phone, Ext, Mobile, Home, Alt PIM configuration specificity Name and password of the user can be configured to launch automatically Act! Database synchronization None (automatic). Contact Manager activation Act! is launched (if not started) by PIMphony when starting, but it must remain active. Centralized contact information It is possible to configure Act! with a centralized multi-user database (shared data i.e. network architecture for the Contact Manager software). Creation of a new contact with PIMphony The location of a new contact created by PIMphony is in the current database. Limits If PIMphony cannot start Act! (for example, when you set the Act! Reminders for database maintenance or login, password for the user has not been configured in PIMphony), then Act! database is not opened and the synchronization between PIMphony and Act! cannot be done. In this case, you have to restart PIMphony after Act! has been opened. When an entry is generated in the journal of Act!, sometimes it is not immediately visible. The user has to use the circular (change of record) to see the new entry. PIMphony CTI Integration Guide Edition 1 Alcatel 2004 page 17

18 Microsoft Access integration PIMphony can use Microsoft Access database to search names and phone numbers. But, this is not plug and play and the user has to configure the fields in the database that contains the contact information and the actions to launch for the pop up. Before detailing the Microsoft Access configuration, please find a simple summary. Features details Versions supported Microsoft Access 97/98 Microsoft Access 2000 Microsoft Access 2002 Microsoft Access 2003 Dial by name Dial by name from PIMphony using the database information Call from a contact card Automatic contact card screen pop Multiple contact cards open Journal entry sending (name, phone numbers configured). With the Microsoft Access example provided, but be careful that the TAPI dialer must be configured with the Alcatel TAPI line. Screen pop of contact card on call activity depending on your settings (manually configuration or with the wizard). No No No Tips for the Contact Manager Software Contact card format Name format in a contact: Given by the user during the configuration process. The user gives the Last name and First name fields in the database. Phone number format: Dialable numbers for external and internal numbers. External numbers must include outside access prefix, area code, Phone numbers used The user defines the fields used for phone numbers and search order during the configuration phase. Database None (automatic). synchronization Creation of a new No. contact with PIMphony Limits Microsoft Access software From Microsoft Access 2000, Access has to be installed on the PC. With Microsoft Access 97/98, the runtime is enough. MS Access can view external table from other database through a linked mode. PIMphony cannot use this type of external table. PIMphony CTI Integration Guide Edition 1 Alcatel 2004 page 18

19 Principle of Microsoft Access integration (1) On call events (configuration through the popup module) or on press of show contact button, search of the contact in the contact table of the Microsoft Access database. (2) After, actions to launch is searched: In the case a contact record is found: on beginning of the call, Open Contact action is called; at the end of the call, Close Contact is launched. In the case no contact is found, Create contact is executed. If show contact button is pressed, action Show Contact is executed. (3) PIMphony launches the relevant command with the parameters specified during configuration. Configuration with Microsoft Access For the configuration of PIMphony with the Access database, the following elements must be completed: (1) Microsoft Access database to use (give the path and the name of the.mdb file); (2) Table name in the given database containing the contact s information; Fields to use in the table for: (3) First name (not mandatory; default is none) and Last name (4) Contact ID (key of the record) (5) Phone numbers (selection of all the fields corresponding to a phone number; one field as phone number minimum is mandatory); PIMphony CTI Integration Guide Edition 1 Alcatel 2004 page 19

20 (6) Advanced parameters for configuration of the actions. The Access database is used for the name resolution. Actions The configuration of the actions is made while clicking on the "Advanced..." button. The actions correspond to the commands launched for: Opening a contact, Creating a contact, Closing a contact Showing a contact (through "Contact" button). The actions are executable programs to which PIMphony sends the parameters to be used (name, first name, telephone, key). The actions are composed with: o An executable file:.exe,.bat,.cmd,... o The contact parameters (optional): $1: caller number (to use in contact creation) $2: contact first name $3: contact last name $4: contact key These parameters are given to the program called by using the command line. PIMphony CTI Integration Guide Edition 1 Alcatel 2004 page 20

21 Examples of use The figure below is an example of configuration by using the programs provided on the PIMphony CD-ROM. The programs showcontact.exe, closecontact.exe, action_vc.exe and action_vb.exe are available on the CD-ROM under subdirectory...\unsupported\access\action. WARNING!!! These examples are provided as in to demonstrate the use of integration with Microsoft Access and are not supported by Alcatel. None of them can be used as in, and they are only intended to assist developers in creating Access databases and the related actions. More information (examples, sources code, executable,...) can be found in the CD- ROM in subdirectory...\unsupported\access. These functions have to be used by administrators or informed users. In this example, the 4 parameters (telephone, name, first name, and identifying contact) are transmitted to the programs thanks to the variables $1, $2, $3 and $4 (see the following paragraph for the use of the provided programs). The programs provided on the CD-ROM are only examples of applications. The end-user must create programs usable to execute the 4 possible actions. There is no program example that creates a contact. In an Access database, telephone numbers can be saved in canonical format: ++xx yyyyyy without none alphanumeric character or in the numbering format (with the outgoing prefix). PIMphony CTI Integration Guide Edition 1 Alcatel 2004 page 21

22 Use of the programs provided on the CD-ROM Action_vb.exe: program that display contact information in a dialog window. It can be used for popup the card (to open a contact, to view a contact card). The information displayed in the window comes from the parameters of the command line ($1 for the telephone number, $2 for the first name, $3 for the name and $4 for the key). Visual Basic source code is available. Action_vc.exe: same action as action_vb.exe and same parameters to the command line. Visual C++ source code is available. Showcontact.exe: program that pops up the Access card (open a contact, display a contact). Be careful: the program works only by using the databases provided on the CD-ROM (contact2000.mdb or contact97.mdb). Command line in Open a contact : c:\showcontact.exe "access_path" "database_path" "$4" with: c:\showcontact.exe: is the path for the showcontact.exe program. "access_path": is the path of Access (i.e.: "c:\prog\access.exe"). "database_path": is the path to the database used ("c:\xx\mybase.mdb"). "$4": is the contact key. Closecontact.exe: program that closes the Access contact card. Be careful: the program works only by using the databases provided on the CD-ROM (contact2000.mdb or contact90.mdb). This program is used for the action "Close a contact". Displayed information come from command line (same as showcontact.exe) Examples provided The following figure shows the result of opening a contact card from the application by using the action action_vc.exe. PIMphony CTI Integration Guide Edition 1 Alcatel 2004 page 22

23 The figure below shows the result of opening a contact card by using the action Showcontact.exe. PIMphony CTI Integration Guide Edition 1 Alcatel 2004 page 23

24 Glossary o Action: Action executed automatically by the Popup when a specific event comes (e.g. contact window Popup). o Assistant wizard: Popup configuration aid. o CLI: Calling Line identification caller number given by the public telecom network when a call occurs. o CTI (Computer Telephony Interface): PC - Telephone connection. o CSTA: Computer Supported Telecom Application CTI protocol defined by the ECMA (European Computer Manufacturer Association) o DDI: Direct Dial In is the external direct extension of a local phone of a PBX. o Electronic mail. o Event: Situation detected by the Popup to trigger a specific action. o Filter: Value or conditions defined for an event detected by the Popup to trigger a specific action. o IMAP4: Internet Message Access Protocol allows a client to access and manipulate messages on a server. o LDAP: Lightweight Directory Access Protocol. Protocol that provides access for management and browser applications that provide read/write interactive access to the X.500 Directory. o MS Outlook: Microsoft application, which manages the sending, and receiving of , the address book and the personal directory functions. o PBX: private branch exchange is the telephony system of the enterprise. o Phone Dialler: Alcatel PIMphony module shown as a phone icon in the tool bar. o PIM (Personal Information Manager): Application that manages the address book and personal directory functions. o Popup: Alcatel PIMphony module providing the interface with the PIM installed on your PC. Provides an automatic PIM window Popup facility. o TAPI (Telephony Application Programming Interface): Microsoft telephone applications control software. o Telephone: Alcatel PIMphony module providing the main user interface. PIMphony CTI Integration Guide Edition 1 Alcatel 2004 page 24