Macintosh Telephony for Small Business - Home of CT Plug & Play
Transcript of Macintosh Telephony for Small Business - Home of CT Plug & Play
© Copyright Computer Telephony Solutions, 1998
Michael Bayer,Computer Telephony Solutions
Macintosh Telephonyfor Small Business
MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Introductions
• Michael Bayer- President, Computer Telephony Solutions- Author, "CTI Solutions and Systems"- [email protected] www.CTExpert.com- Company dedicated to Macintosh CTI
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© Copyright Computer Telephony Solutions, 1998
MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Objectives
• Demonstrate a variety of Mac-based Telephony Solutions
• Empower you to:- Identify opportunities to use CTI technology- Plan and build Mac CTI solutions- Make informed CTI product purchases
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MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Agenda
1. Computer Telephony Background2. Real-world Demonstrations3. CT Opportunities4. Buyers Guide to Computer Telephony Products and Services5. Q&A
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© Copyright Computer Telephony Solutions, 1998
MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Context
• Communications & Collaboration- Telephony- Shared Visual Workspaces- Mail & Messaging- Broadcast & Publishing
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Communications & Collaboration
Shared VisualWorkspaces
Mail &Messaging
Broadcast &Publishing
Telephony
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Through your telephone line you can reach...
Telephony
• Associating and allowing comunication between two or more endpoints across a telephone network
• Technology that permits use of the telephone network
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The World of Telephony
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• Telephony
Telephony
• Computer Telephony
Computer Telephony
• Computer Telephony Integration (CTI)
CTI
• Media Services
MediaServices
• IP Telephony
IP Telephony
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CTI bridges Computer and Telephony Technology
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ComputerTechnology
TelephonyTechnology
ComputerSolutions
TelephonySolutions
CTITechnology
Computer Telephony IntegrationSolutions
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MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
CTI Defined
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• Call Control- Monitoring and directing calls in a telephone
system• Telephone Control
- Monitoring and controlling features of a telephone set
• Media Binding- Relating other communications/telephony
functionality to calls in a telephone system
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CT Media Access/Services
• Tone Detection and Generation• Recording and Playback• Text-to-Speech• Speech Recognition• Modulated Data (Modem/Fax)• Digital Data (Compressed Video, etc.)• Call Binding
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IP Telephony
• Switching fabric implemented using packetized voice delivered through conventional IP networking infrastructure
• Standards and specifications for interoperable IP Telephony implementations
• Implementations often based on off-the-shelf computer technology
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The Promise of CTI/CT Technology
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Telephone systemsthat aretailored
to thespecific needs and preferences
of users.
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© Copyright Computer Telephony Solutions, 1997
CTI: Before & After
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TelephoneSystem
VeryPowerful
Technology
Limited user interface& minimal feature access:
reduces functionality
VeryLimited
Empowerment
TelephoneSystem
VeryPowerful
Technology
Customizable user interface& programmable intelligence:
amplifies functionality
GreatEmpowerment
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Any day CTI will take off…
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Deployment
TimeReal Soon
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So where are we?
• We haven't reached nirvana yet, BUT
• Great products are available NOW
• People are doing some AMAZING things
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Public Relations Manager
• Single Man Business• Works from Home Office• Has a single phone line• Supports numerous clients• Work revolves around press contacts
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MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Attorney in General Practice
• All revenue is generated through a fee-for-time basis
• Time and Billing system is mission critical• A significant portion of time is spent on
telephone calls
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Photographer
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• Call screening• Follow-me• Find-me• Call-back• Cell-phone support• Customized outbound messages• Fax Back
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MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Car Dealership
• Quaterly sales promotions generate many phone calls (despite detailed advertising)
• Call volume takes away from staff time• Interactive Voice Response (IVR) system
eliminates the need to have staff answer repetitive questions
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Real Estate Agency
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• Telephony-based housing information• Collection of marketing data to track
which ads/signs are working best• Fax back• Interested customers can leave voicemail• Individual agents add, update, and
remove listings from any telephone
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MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Mail Order Business
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• Combine the features of the earlier demos• Customers call 1-800 number• Calls delivered to server and then routed
based on callerID- Callers routed to agent last talked to if available- Priority customers routed to top sales agents- After hours, voicemail and IVR is used
• Customer information is presented to agents even before call is answered
- Screen-pop pulls from customer, sales, and support databases
MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
CTI is Inevitable...
• The Computer- the new desktop
• The Telephone- the most ubiquitous appliance in the world
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MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
CTI is compelling...
• Almost everyone!• Telephony is the most important
communications facility for most people• Businesses of all sizes rely on the
telephone network• Telephony and telecommunications is one
of the world's biggest industries
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Business context
• Customer retention and strong vendor/partner relationships now seen as the priority for competitive advantage
- Focus on "customer relationship" has replaced "customer satisfaction"
• The telephone network (#1) and the Internet (#2) are the interface between companies and their customers
- Every employee with a telephone is an interface to the organization's customers, partners, and the public at large
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MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Why deploy?
• Improved customer relationships• Greater morale and productivity• Increased professionalism• Coping with downsizing• Return on IT and Telecom investments• Reduced operational expenses• Support telecommuting workforce • Support mobile workforce
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CTI in the office
• Directory dialing• Logging calls• Screening of calls• Support for mobile users
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MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
CTI at home
• Seperating business and personal calls• Ensuring privacy of calls• Integrating consumer appliances• Taking advantage of alternative networks
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CTI in the call center
• Routing calls based on caller's number and the number dialed
• Routing calls based on availability of agents, type of caller and history of caller, amount of time spent waiting
• Rerouting of calls with attached information
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MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
CTI on the road
• Taking advantage of pay-phones, hotel room phones
• Integration with personal organizers• Solution Example
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Solution Example
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Pager Receiver
Pager Software
MailboxContact
Data
Screen-Based
Telephone
Telephony API
Telephony API
Modem
Modem TelephonySoftware
Custom Scripted
Application
Word Processor
FAX Software
© Copyright Computer Telephony Solutions, 1998
MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Shopping for Telephony...
• Customer Premise Equipment (CPE)- Switches / Communication Servers- Telephone sets- Peripherals
• Network access- Network services- Circuit technology
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CTI Value Chain
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Telephone Network Providers
Telephone Equipment Vendors
Computer Hardware Vendors
Operating System Vendors
Telephony Software Developers
Mainstream Application Developers
CTI System Integrators
CTI System Customers
Individuals
Callers
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MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Telephone Systems
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BellCanada
Telephone Set PBX with Sets Public Carrier Network
• Component or subset of a telephone network
• Typically the part of a telephone network over which the observer has control
MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Telephony Resources
• Switching
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Switching
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MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Telephony Resources
• Devices
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Switching
StationDevices
NetworkInterfaceDevices
ACDGroup
Devices
ACDDevices
PickGroup
Devices
ParkDevices
MediaAccessDevices
HuntGroup
Devices
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Telephony Resources
• Call Processing
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Call Processing
Switching
StationDevices
NetworkInterfaceDevices
ACDGroup
Devices
ACDDevices
PickGroup
Devices
ParkDevices
MediaAccessDevices
HuntGroup
Devices
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MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Telephony Resources
• Dynamic (intangible) resources
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Call Processing
Switching
StationDevices
NetworkInterfaceDevices
ACDGroup
Devices
ACDDevices
PickGroup
Devices
ParkDevices
MediaAccessDevices
HuntGroup
Devices
AgentsCalls Connections
MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Telephony Resources
• Interfaces
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CTIInterface
AccountingInterface
OA&MInterface
Call Processing
Switching
MediaService
Interfaces
StationDevices
NetworkInterfaceDevices
ACDGroup
Devices
ACDDevices
PickGroup
Devices
ParkDevices
MediaAccessDevices
HuntGroup
Devices
AgentsCalls Connections
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MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Public and private networks
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• Publis Switched Telephone Network (PSTN) consists of public carrier gear
- Central Office switches (COs)- Toll switches
• Private Networks consist of privately owned or leased equipment
- Private Branch Exchanges (PBXs)- Key System Units (KSUs)
PrivateNetwork
(PBX)
LocalExchange
Carrier(CO)
MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Telephone networks
• …are made up of smaller telephone networks
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LocalExchange
Carrier
LongDistanceCarrier
LocalExchange
Carrier
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MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
LocalExchange
PrivateNetwork
(PBX)
LongDistanceCarrier
ForeignExchange
OtherPrivate
Network(PBX)
Connecting telephone equipment
• Circuits have various names:
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Trunk
TrunkTrunk
FXLine
TieLine
LocalLoop
ExtensionLine
OPXLine
MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Circuits
• Analog• T-1• ISDN• DSL• CableTV• Wireless• IP over Intranets and the Internet
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© Copyright Computer Telephony Solutions, 1998
MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
The CTI Interface
• Allows:- Call Control- Telephone Control- Media Binding
• The protocol for controlling calls- orthogonal to media stream standards- support for existing CTI servers and applications
• Call control information drives applications
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MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Call Control Information
• CallerID• CalledParty• Billing Information• Redirection Information• Correlator Data
- Database or web page reference• User-to-User Data
- Other personal information
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© Copyright Computer Telephony Solutions, 1998
MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
First Phase of CTI: Custom Systems
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Computer
Custom ApplicationSoftware
Telephone System
CTI InterfaceImplementation
ProprietaryCTI Protocol
MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Second Phase of CTI: APIs
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Computer
Telephone System
CTI InterfaceImplementation
ProprietaryCTI Protocol
Proprietary TelephoneCTI Software
ApplicationSoftware
CTI API
© Copyright Computer Telephony Solutions, 1998
MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Third Phase of CTI: CTI Protocols
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Telephone System
CTI InterfaceImplementation
Computer
Standard CTI ProtocolSoftware
ApplicationSoftware
CTI API
StandardCTI Protocol
© Copyright Computer Telephony Solutions, 1997
Macintosh Telephony Architecture
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Telephony-specificApplication(s)
Telephony-awareApplication(s)
CTI ServerImplementation
CTI ProtocolEncoder / Decoder
R/W Interface: Connection Manager or Open Transport
CTI ClientImplementation(s)
CTI ProtocolEncoder / Decoder
Telephony AppleEvents
Telephone Manager
© Copyright Computer Telephony Solutions, 1998
MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Telephone Manager
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Telephone Manager Mac OS media service interfaces
TelephoneTool
Media input and outputdrivers
Device Handler
Proprietary CTI Protocol(or equivalent boundary)
• One layer of Macintosh Telephony Architecture (MTA)
MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Telephony Apple Events
• High-Level Interface for CTI• Typically used to initiate dialing• Also used for monitoring telephone
activity
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MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
CTI Applications
• Screen-based Telephones (SBTs)• Programmed Telephony• Telephony-Aware applications
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SBT Designs
• Phone-under-glass design approach• Button panel design approach• Minimalist design approach• Direct manipulation / visualization
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MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
SBT Examples
• Minimalist design approach
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MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
SBT Examples
• Direct manipulation / visualization design approach
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© Copyright Computer Telephony Solutions, 1998
MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Programmed Telephony Applications
• Delegate phone interaction to your Mac• Play messages• Make decisions based on callerID, digits
entered, etc.• Record messages• Transfer calls• Make calls
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MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Telephone-Aware Applications
• Out-of-the-box• AppleScript Attachability• FaceSpan
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MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Direct-Connect Configurations
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• First Party
MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Serial cable/bus configurations
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MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Smart-phone infrared configuration
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MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Serial telephone station peripheral
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© Copyright Computer Telephony Solutions, 1998
MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Add-in boards
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MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Client-Server Configurations
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Individual station devices All telephony resources
• Third party
© Copyright Computer Telephony Solutions, 1998
MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Server-client driver
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LAN remote access
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© Copyright Computer Telephony Solutions, 1998
MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
LAN remote access with OPX
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OPX Line
LogicalIntegration
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LAN remote access with SVD
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© Copyright Computer Telephony Solutions, 1998
MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
CO-Server remote access
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LogicalIntegration
MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Client-client configurations
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© Copyright Computer Telephony Solutions, 1998
MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Screen Based Telephones
• PhoneWatcher - MarkSpace• USWest Dialer (YoYo) - USWest• MegaPhone - Bing Software• RingManager - STF / Smith Micro• LeoVoice - Hermstedt (Europe)
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MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Programmed Telephony
• Bonzer - Bing Software• Ring Manager - STF / Smith Micro• CommuniGate - Stalker• PhonePro - Bing Software
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© Copyright Computer Telephony Solutions, 1998
MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Direct-Connect Hardware
• Analog- Desktop Dialer - Sophisticated Circuits- USWest Dialer - USWest- GeoPort Telecom Adapter - Apple- "Voice Modems" - various
• ISDN- Planet Board - SAT/Sagem- Planet GeoPort - SAT/Sagem- BitSurfer - Motorola- LeoVoice - Hermstedt (Europe)
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MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Client Server
• via YoYo for Networks (in Beta - Big Island)
- Novell Telephony Services (Netware)- Lucent CenterVu Server (NT)
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© Copyright Computer Telephony Solutions, 1998
MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Watch this space
• more USB products• More MTA-compliant products• More SOHO systems• "Personal PBX"• Mac Telephony Products Page
- www.CTExpert.com/mac
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MacWorld NY99 - Macintosh Telephony © Copyright Computer Telephony Solutions, 1998
Mac Telephony Myths
• 1. CTI isn't applicable to average Mac users
• 2. Mac is a 2nd class citizen when it comes to CTI
• 3. CTI products aren't available for the Mac
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Q&A