Toshiba Strata CT, Installation & Maintenance Manual

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Computer Telephony Integration
Strata CT I&M Manual October 2000
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bubble.
Using ACT! 3.0 with StrataLink
ACT! 3.0 provides a TAPI compliant interface that can be linked with StrataLink to provide
an extremely powerful application working with a Strata CT system. This combination of
using TAPI and StrataLink overcomes many limitations of ACT! 3.0. This includes handling
multiple calls, having screens "pop" when calls are connected, and automatically opening the
search to all records for each "screen pop" action.
When using ACT!, it is important to understand its capabilities and limitations so it can be
used properly. The purpose of this bulletin is to assist you in understanding how to install, set
options, and use ACT! as a TAPI application with the Strata CT system.
This application's bulletin provides ideas for linking ACT! 3.0 to the Strata CT system, but
always consult your ACT! manuals when customising ACT! for your application. This
bulletin only supplies ideas and set-up parameters to create an interface for linking the
telephone network information with the ACT! database. For more in-depth information on
the features, capabilities and settings for ACT! you should consult the supplier or
manufacturer of the software.
Linking ACT! 3.0 with StrataLink
Act! 3.0 contact management software package, in conjunction with the StrataLink utility,
can tightly integrate with the Toshiba TAPI Service Provider. For outgoing calls, ACT! uses
its TAPI interface to dial the number to the TAPI Service Provider. For incoming calls, TAPI
messages are sent to StrataLink from the Toshiba TAPI Service Provider. StrataLink applies
the conditions and filters to this event, which causes ACT! to lookup the phone number in the
database. Any matching entries are displayed in a "Screen Pop".
Figure 9-28 Overview of how Act! works with StrataLink and TAPI
A number of considerations should always be applied whenever calls are being controlled
with CTI applications such as ACT! The method that the application handles the search
routine can impact whether the screen will match the call. ACT! sequentially selects records,
reducing the number from which to choose with each selection. This can be a problem if
calls are transferred to the CTI enabled phone.
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