CTI with Merlin Magix Challenge

[ZeroAdmin]

Here's the situation:

Environment: Windows 2000 Professional
IBM WinModems (Factory)
Merlin Magix Release 1.5 Processor CKE5
Hardware Vintage 2.0
Merlin Messaging 2.5
Goldmine Sales & Marketting
8 Users

Situation:
I have been asked to implement AutoDial capabilities from each users workstation. I could accomplish this easily in an analog environment, but this would put two phones on their desk. My goal is to have one phone, that has VM, and dial out on the same line. In-line adaptors have been unsuccessful, the PBX doesn't recognize the tones being sent from the modem.

I have read about an EICON ISDN board that will communicate with the PBX providing the line is connected via network (and to the PBX via special card), but it is so old (NT drivers only), nobody knows anything about it and I can't get any assistance from AVAYA about it. They push me to go to Expanet, but everyone I have spoken to has shyed me away from them.

My questioni to the usergroup is:
Has any integrated CTI from a windows 2K machine to a Merlin Magix of this class? If so, how?

I appreciate any assistance in this matter!

Regards,
Brian

 

[Pepperz]

Brian, I don't think this is what you're after. If I understand this right, you want to autodial from the phones via a computerface. There is a product called Passageway that supports this, and I would recommend that. The problem is that it runs on MLX phones, a type thay the Magix will support, but with an MLX card on the PBX.
That is the slick way.
The CTI is used for call center apps, but is used to login people to the call center, shift call laod, etc., not just autodial. It's expensive as well.
Here's a suggestion, that may work. Let's say you have your users, ext's 101-108 each with a modem on their PC running into an analog port on the Magix (016 T/R Card). 101's PC modem, (say est 201) autodials the number, waits x amount of time then hookflash transfers the call to ext 101, and hangs up. I believe that would accomplish what you're trying to do. The only issue I can see is getting the right dial string with Gold Mine to make the modems do their tricks. Since your scenario is a dial out application, how does the voice mail fit into the equation? TipHelp@charter.net

 

[ZeroAdmin]

Thanks for a quick reply! The theory (from boss) is that if an account manager presses the auto-dial button from within the Goldmine application (built into part of the app that works with modems) it will reduce mis-dials etc. Even if it is only one more call per day, it will increase productivity.

In regards to your scenario. All offices are wired for modem connectivity already, I only need to activate from a patch panel in the wiring room. I can assign them either PBX analog lines or local lines that we have as backups. Could you elaborate on the hookflash portion. Is it on the PC modem side or on the PBX switch side? I tried something similiar by tranfering the call using suffix strings on the modem, but I never found out what string to use...I suspect this is the magic portion you mention above.

The unwanted alternative would have caused us to have an analog phone and a 4424D+ on their desk. Outgoing on the analog and incoming on the 4424+. I failed to mention previously that the account managers receive incoming calls also. So it is not just an outgoing call center scenario.


Just so that I understand all possibilities, could you elaborate on the MLX option? And make recomendations on CTI solutions (just the names would be good). I did call one vendor and they never called me back. Makes you wonder in todays economy. Again, my goal is to try to make Goldmine place the call through a modem or other device, while at the same time allowing the user to receive incoming calls (either into voicemail or answer)

Your assistance is very much appreciated.

Regards,
Brian

 

[franke]

ZeroAdmin,
Will these modems be dialing the same number all the time or different numbers? Also, are they currently on the POTs lines or on analog ports in the Magix?

franke

 

[ZeroAdmin]

franke,

Currently the modem lines are not being utilized at all. They are using their desktop 4424D+ to make calls. I have the choice of assigning POTs lines or PBX analog ports. I have that choice because I had two patch panels placed inline so that I could choose who would use what line (call accounting through PBX) while I could also assign POTS lines to specific cubes or offices depending on job function. The users would be dialing different numbers all the time. The account managers manage their own accounts and handle their calls based on a CRM package called Goldmine. It provides a "calling queue" or list that is populated by our proprietary software. The advantages of Goldmine include, the capability of screen popups or reminders, notes fields, and a modified section to fit our needs and provide additional detailed information to the account manager. I hope I have given enough info and some expert out there has a great idea. Vendors aren't much help to me at all at this point.

Regards,
brian