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Frequently asked Questions about our Products and Solutions


This area is designed to help you. If you don't find the answer to your question, please call us from the UK on 01992 560487, from the US on +1 (408) 960-1032, or from other countries on +44 1992 560487. Alternatively, click here to have your question answered by email.


Questions

General CTi FAQs

  1. Will my telephone system support Computer Telephony Integration?
  2. What's the difference between First Party Tapi and Third Party Tapi?
  3. What hardware do I need to use as a single user of CTi?
  4. How does the telephone connect to the computer?
  5. What Operating Systems are supported by Papillon Technology software products?
  6. What versions of Tapi are supported by Papillon Technology software products?
  7. What versions of GoldMine are supported by Papillon Technology software products?

Power Dialer FAQs

  1. What is the difference between a Predictive Dialer and Power Dialer for GoldMine?
  2. Will Power Dialer work on a standard telephone line?
  3. Could we use the Power Dialer and GoldMine with Synchronization to implement a centrally controlled remote telemarketing team?
  4. Can Power Dialer for GoldMine work from a shared call list?
  5. Can Power Dialer for GoldMine be used with a modem?

Tapi Link FAQs

  1. Will Tapi Link search all phone number fields in GoldMine including the Contacts tab?
  2. What happens if the number is not found in any of the phone number fields in GoldMine?
  3. When an incoming call comes in, all our phones ring in our Sales dept. Will it display the information on all PC's or only when the call is answered?
  4. What is the difference between Tapi Link and other GoldMine screen popping applications?
  5. Will Tapi Link screen pop when is call is transferred from the receptionist?
  6. Will Tapi Link work using Windows Terminal Services?
  7. Can Tapi Link screen pop using an Account Number or PIN entered by the Caller?

Call Recorder FAQs

  1. What hardware do I need, to be able to Record my telephone Calls?
  2. What is the legal position with regard to recording calls in the UK?
  3. What is the legal position with regard to recording calls in the US?
  4. What formats and bit rates does Call Recorder record to?
  5. Can you assign a different drive to host the recordings?
  6. Can Call Recorder automatically record all Calls?
  7. How much space is required for an hour of call recordings?

Telephone System Compatibility FAQs

  1. Nortel Norstar
  2. Toshiba DK Range
  3. Nortel Meridian
  4. Avaya Definity
  5. Tone Commander
  6. Hi-Phone Desktop
  7. Avaya IP Office / Argent (Network Alchemy)
  8. Alcatel 4200/4400
  9. Comdial (DXP/DXP Plus/FX II)
  10. Siemens HiCom/HiPath
  11. Samsung DCS
  12. Mitel SX200 / SX2000
  13. Panasonic KXTD
  14. 3COM NBX 100
  15. Zultys
  16. Under Construction

*Note - As this section has been copied by other companies who are too lazy to do their own research, we will not be adding to the information provided. Please contact us for telephone system compatibility information.


1. Will my telephone system support computer telephony integration?

Most modern telephone systems support computer telephony integration by using one or both of two methods - first party and third party. One method is not better than another. The choice between methods should be purely down to user numbers and hardware considerations. You can screen pop a transferred call with first party and third party though the delivery of the CallerID information under all situations is a function of the Tapi driver supplied by the telephone system manufacturer and may vary according to call origination.

There are various APIs (Application Programming Interface) that have been developed, the most common of which is called Microsoft TAPI - this is the API that our products use. There is also Novell/AT&T TSAPI, IBM CallPath, Dialogic CT Connect, JTAPI and others. We can integrate with all of these APIs if required - contact us for more details.

Your telephone system supplier should be able to tell you if your telephone system can be made to support Tapi, although sometimes they are not aware of all the techniques possible.

For screen popping there are three elements required.

1. CallerID needs to be sent from the local telephone company to you. They sometimes make a small charge for this.
2. Your telephone system / device must be able to read this information.
3. Your telephone system / device must be able to pass this information to a computer (or computer network) using Tapi.

The telephone systems that we have tested with our products, are listed below. If your telephone system is not listed, don't despair - we may still be able to help you - contact us for more details.

3COM NBX
3COM Professional Message Modem
Aastra Telecom Intelligate
Agfeo
Alcatel 4200 / 4400
Alcatel OmniPCX
Altigen
Artisoft Televantage
Ascom Ascotel
Aspect Contact Server
Aspect Telephony Server
Asterisk Open Source PBX
Avaya Argent Office/Branch
Avaya Cybergear Gold
Avaya Definity
Avaya Eurogeneris
Avaya Index
Avaya Interaction Center
Avaya IP Office
Avaya Merlin Legend/Magix
Bosch Telecom Integral
Bosch Telecom I33X/I33XE
BT Fusion
British Telecom - see Nortel,Avaya etc.
Cisco Avvid
Cisco Call Manager
Cisco IPCC
Citel PCPhone
Comdial DXP/DXP Plus/FX II
Cortelco
Datavoice DHARMA 1000
DELCO ACD
DeTeWe Opencom
Dialogic CTConnect
DMS 100/SL-100
EADS Telecom M6500 IP
EADS Telecom Succession 6500
ECI Telecom Coral
Eclipse
Elmeg
eON Communications
Ericsson ACP1000
Ericsson MD110
Ericsson BP250
ESI-Estech IVX
FacetCorp FacetPhone
Goldstar
Hayes
Huawei C&C08-Q
Inforex-M150
Inforex-M10
Inforex-IM(II)
Intecom
Inter-Tel Axxess
inVade
Iwatsu
LG GDK
LGIC STAREX ACS
Lucent - See Avaya
MATRACOM 7500
Miratel Dataphone
Mitel SX-2000
Mitel SX-2000 Lite
Mitel SX-200
Mitel Ipera
NEC Apex 7600
NEC Aspire
NEC Infrontia
NEC IVS
NEC Electra Elite
NEC NEAX 2400/7400
NEC NEAX 2400 IMS Series
Nexus
Nitsuko
Nortel BCM
Nortel DMS-100/SL-100
Nortel Enterprise Edge
Nortel Meridian 1
Nortel Norstar
Nortel Symposium
Pace
Panasonic DBS
Panasonic KXTD
Philips Sopho iS3000
Picazo Dash
QuesCom
Rolm 9751
Rockwell Galaxy
Rockwell Spectrum
Samsung DCS
Samsung Inforex M150/110 IM(II)
SDX - See Avaya
Shoreline Communications
Siemens HiCom 150E
Siemens HiCom 300/300E
Siemens HiPath
Siemens Realitis
Siemens Rolm 9751
Siemens ISDX
Siemens GPT (Plessey)
SOX
Splicecom Maximiser
Sprint Protegel
Sureline
SWYX
Tadiran Coral
Teleste
Telrad
Tenovis Integral
Tenovis I33X/I33XE
Tevitel
Tie Onyx
Tone Commander
Toshiba DK
Toshiba Strata CS
TSC
Vertical Networks
Vodavi
Way2Call Hi-Phone Desktop
Zultys MX250

Please note that we are not recommending telephone systems listed over others not listed.

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2. What's the difference between First Party Tapi and Third Party Tapi?

First Party Tapi - This involves a direct physical connection between the workstation computer and the telephony device. A driver (called a TSP) needs to be installed and configured on the workstation. This connection carries information about the status of the handset and call related information such as CallerID (CLI / ANI) and DDI (MSN / DNIS) from the telephony device to the workstation and commands such as dial and hang up from the workstation to the telephony device. This is often a serial cable connected to the handset but can also be a PC expansion card, USB or IP connection or a virtual phone.

The advantage of First Party Tapi is that you can enable a small number of users with an independent cost and therefore Tapi can be implemented as budgets permit and as returns on initial investment have been proven. First Party Tapi also has the advantage that should the hardware fail, only one workstation will be affected.

Third Party Tapi - This involves a logical network connection between the workstation computer and the telephony device and a physical connection between the telephone system and PC network, sometimes via a telephony server. This physical connection carries information about the status of ALL the telephony devices connected to the telephone system. Each workstation is assigned to the appropriate telephony device(s) to control. Again a driver (called a TSP) needs to be installed and configured on the workstation or server. Information about the status of the telephony device and call related information such as CallerID (ANI / CLI) and DDI (MSN / DNIS) is passed from the telephone system via the network to the workstation and commands such as dial and hang up are passed from the workstation via the network to the telephone system.

The advantage of Third Party Tapi is that the marginal cost of increasing the enabled number of users is negligible once the hardware has been purchased and installed. Contrary to uninformed opinion, if properly implemented, Third Party Tapi will not slow down the network significantly nor bring down the telephone system if a server fails.

Functionally there should be no difference, between third party and first party Tapi. You should not need third party Tapi to do "screen data" transfer. The decision on which technology to implement (e.g. if your telephone system supports both 1st and 3rd party) should be based on hardware considerations and cost per user as outlined above.

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3. What hardware do I need to use as a single user of CTi?

If you have a standard domestic-style telephone line and you wish to use any of our telephony products, you might possibly consider a Microsoft TAPI compliant modem - but those devices are now very old technology and do not provide the kind of speed, efficiency, and reliability we take for granted and have come to expect even with domestic telephone calls, let alone for business telephone use. Consulting a VOIP service provider would probably be a much more realistic option.

More sophisticated solutions are also available for single users with ISDN lines  - contact us for more details.

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4. How does the telephone connect to the computer?

The connection between the computer and the telephone is dependent on the telephone system/device being used. Our products use a technology called TAPI which is a Microsoft Standard for telephony and call control. The products communicate with any properly installed telephony driver (TSP) on the computer in the same way that a word processing application communicates with a printer driver. A printer can be connected to the serial port, parallel port or USB port, it can be attached to a print queue on a server, direct over IP, via a JetDirect card etc. etc. The word processing application does not need to know where the device is, it relies on the printer manufacturer's driver to handle the physical elements of the solution. This is the same for Tapi applications, in theory at least. 

Sometimes, a USB or serial connection from the PC to the handset is the way that first party Tapi solutions are set up. Usually a serial or USB connection from a server to the telephone system is the way that third party Tapi solutions are setup, but there are more and more systems that connect the server to the telephone system over IP through an ethernet port on the telephone system.

With years of experience working with telephone systems from all the major telephony manufacturers, we are usually aware of the hardware options on each system. If your telephone system maintainer is not knowledgeable in this technology, please contact us for assistance. 

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5. What Operating Systems are supported by Papillon Technology software products?

Our products are supported on the following Windows operating systems - Windows 8, Windows 7, Windows XP, Windows 2000, Windows NT4, and even older versions of Windows ME/98/95. GoldMine compatibility on these platforms varies with the GoldMine version and the specific operating system and should therefore be confirmed with FrontRange Solutions.

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6. What versions of Tapi are supported by Papillon Technology software products?

Our products support all versions of Tapi driver from Tapi 1.3 to Tapi 3.0. The operating system must support Tapi 1.4 or higher.

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7. What versions of GoldMine are supported by Papillon Technology software products?

Our products support ALL versions of GoldMine – GoldMine 2014, GoldMine 2013, GoldMine 9.x, GoldMine 8.x, GoldMine 7.x, GoldMine 6.x, GoldMine 5.x. Whilst our products will work with GoldMine 4.0, we no longer support this platform (neither does FrontRange Solutions). Our products support all versions of Heat 6.x (6.0 and 6.4) and Heat 7.x both standalone and combined with GoldMine.

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1. What is the difference between a Predictive Dialer and Power Dialer for GoldMine?

A predictive dialer is a server based dialer system that is designed for groups of users making calls of the same nature to large quantities of prospects. The predictive dialer creates calls on the server, waits for the outcome of the dial and then transfers the call to an agent when it detects that it is connected to a live person. This results in an unpleasant silence and delay for the call recipient. Once initialized, the dialer "predicts" when an agent is becoming available and dials in advance. This results in the possibility of the call being abruptly dropped because no agent is available. A predictive dialer has an entry point cost of approximately USD20,000.00 and requires expensive proprietary telephony cards that need to be installed in the server.

See our take on the recent legislation changes in California

A power dialer is a workstation-based dialer system that is designed for individual users and teams as a productivity tool for working through short and long call lists, possibly with calls of varying types. The power dialer creates calls at the workstation and waits for the outcome of the dial. It drops busy and unobtainable numbers and waits for the recipient to answer until a timeout is reached. If there is no answer it drops the call and dials the next. When the call is connected it raises the complete call dialog box for the agent to complete. As soon as the call is terminated, the next call in the list is automatically dialed - until the end of the list is reached. Power Dialer for GoldMine has an entry point cost of approximately USD319.00 and uses standard technologies to control telephony devices.

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2. Will Power Dialer work on a standard telephone line?

You may be considering a modem. Please see item 5 below.

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3. Could we use Power Dialer and GoldMine with Synchronization to implement a centrally controlled remote telemarketing team ?

Yes, Power Dialer for GoldMine is fully "Sync Aware" and will provide an ideal platform to capitalise on the benefits that home-working telemarketing teams can bring. Call lists can be created centrally and synchronized out to remote agents. Reporting tools within GoldMine can analyse agent performance and, if appropriate, calculate agent sales commission etc.

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4. Can Power Dialer for GoldMine work from a shared call list?

Each user's call list needs to be self contained, however Call Reallocator for GoldMine is a tool designed for managing shared call lists and allocating groups of calls to users for completion according to current workload. For more information click on the link below. 

Call Reallocator for GoldMine

The functionality of Call Reallocator has now been built into Power Dialer such that the Call list can be automatically topped up when the number of calls drops below a certain level and the end of a batch of calls is reached.

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5. Can Power Dialer for GoldMine be used with a modem?

Since most modems are Tapi compliant, they will appear in the device selection window of Power Dialer for GoldMine and will dial calls. If the modem has a microphone and speaker port for attachment of a headset then there is a good chance that the device will work to a certain extent with Power Dialer. However, if the modem is daisy-chained with a handset, the device will certainly not work very well. 

In order to work optimally the Tapi driver needs to update and inform Power Dialer on the progress of a call. Because the modem needs to drop out of a conversation so that the user and the call recipient have a clear line, Power Dialer does not know when a call is finished and needs to rely on the user to inform Power Dialer when they are ready for the next call. Consequently quite a considerable number of powerful features and productivity benefits are completely lost.

Performance can also vary from one modem to another, and modems are of course very old technology, we would therefore recommend more efficient and more modern alternatives such as VOIP.

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1. Will Tapi Link search all phone number fields in GoldMine including the Contacts tab?

Yes, Tapi Link will search the three standard telephone numbers at the top of the contact record (Phone1,Phone2 and Phone3) as well as all numbers in the contacts tab

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2. What happens if the number is not found in any of the phone number fields in GoldMine?

By default, Tapi Link will display the Incoming Call dialog box with "Unknown". You are given the option to either "Ignore" the screen pop, "Create New" contact record or "Add Additional" to the current contact record in GoldMine.

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3. When an incoming call comes in, all our phones ring in our Sales dept. Will it display the information on all PC's or only when the call is answered?

You have the choice to do either on each of the PCs. You simply specify your choice in the Setup Tapi Link for GoldMine dialog box.

Some users prefer to see the details of all callers in the Incoming Call Pop-Up screen and auto-hide the screen if the call is answered by someone else. Other users prefer to wait until the call is answered before bringing up the Incoming Call Pop-Up Screen.

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4. What is the difference between Tapi Link and other GoldMine screen popping applications?

Telephone system manufacturers that bundle integration to GoldMine (as well as other contact managers) with their telephony devices are looking to provide "tick in the box" integration. In other words if a prospective purchaser of their telephone system asks "Will it work with GoldMine?", the answer would be Yes. In practice the integration relies on a simple DDE call that on larger systems will cause GoldMine to crash and on smaller systems is impractical to use. It only searches Phone1, often screen pops internal callers and has no facility to bring up complete call dialog boxes on outgoing or incoming calls. Tapi Link is DESIGNED for GoldMine users to integrate with telephony. It has been developed with years of user feedback that has resulted in a product that is fast, practical and provides real user benefits.

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5. Will Tapi Link screen pop when is call is transferred from the receptionist?

The delivery of a screen pop to an agent's screen when the call is transferred from another extension is fully supported by Tapi Link. However, in order to function correctly, the Tapi driver provided by the telephone system manufacturer needs to pass the CallerID when a call is transferred. 

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6. Will Tapi Link work using Windows Terminal Services?

Tapi Link is fully compatible with Windows Terminal Services though does require some extra configuration. You will, however, need to check that the Tapi driver provided by the telephone system manufacturer supports Windows Terminal Services as well. Generally speaking you will require a third party Tapi driver. 

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7. Can Tapi Link screen pop using an Account Number or PIN entered by the Caller?

Yes, Tapi Link can screen pop using data such as an Account Number or PIN entered into an IVR (Interactive Voice Response) system though does require some extra configuration. You will, however, need to check that the IVR system and the Tapi driver provided by the telephone system manufacturer is capable of passing this data. 

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1. What hardware do I need, to be able to Record my telephone Calls?

Call Recorder For GoldMine is supplied with a tiny hardware unit that will be suitable for any telephone that uses a standard connector on the coiled cable between the telephone base and the handset. The audio signal is passed into the computer through a standard 3.5mm audio jack that is connected to the microphone port of the PC. The units, are approx 75mm x 35mm x 25mm.

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2. What is the legal position with regard to recording calls in the UK?

For your convenience we have compiled the UK Call Recording Laws into a PDF. To download the document click on the link below.

http://www.papillontechnology.co.uk/images/acopdflogo2.gifUK Call Recording Laws.PDF

 

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3. What is the legal position with regard to recording calls in the US?

In the US, legislation varies according to which state you are in. Each state falls into one category or another, please refer to the documentation to establish which category your state falls into.

http://www.papillontechnology.co.uk/images/acopdflogo2.gifOne Party Consent.PDF

 

http://www.papillontechnology.co.uk/images/acopdflogo2.gifAll Party Consent.PDF

 

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4. What formats does Call Recorder store the recordings in?

Currently Call Recorder will support any format selectable within "Sound Recorder" on the PC. The default option is GSM 6.10 which consumes about 100kb per minute. If you wish to change this, please contact technical support. The files will be played back by the default player for .wav files - usually Media Player.

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5. Can you assign a different drive to host the recordings?

Call Recorder for GoldMine can store the recordings in any location reachable from the computer. This includes UNC paths and drive letters that have been assigned to network shares. The link that is created on the Links tab of the GoldMine record will include the path you specify.

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6. Can Call Recorder automatically record all Calls?

In order to record all calls, the application needs to know when the telephone is in use. Call Recorder for GoldMine, on its own, is not able to determine when a new call is connected, nor when a call is hung up. When using Call Recorder for GoldMine integrated into Tapi Link for GoldMine, the application is updated through the Tapi driver when a call is connected and hung up. If dialing from a contact record, or screen popping a contact record, the combined application also knows which contact record to attach the recording to, and can also do this automatically.

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7. How much space is required for an hour of call recordings?

Call recordings can be stored in any reachable location on the network, generally the workstations are set to store the recordings on a server share that all GoldMine users can access, this enables the linked recordings to be accessed from any GoldMine workstation by any user with appropriate rights.

The size of the files generated is approximately 100kb per minute (6Mb per hour).

Because each recording has a unique file name, recordings can safely be archived to tape (or other backup device) periodically and retrieved by exact file name at a later date if necessary. The link that is created on the Links tab of the GoldMine
record will include the path you specify in the configuration of the product.

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1. Nortel Norstar

The Norstar telephone system can be configured in both first party and third party configuration. 

In first party configuration, a device called a CTA100 is attached to the telephone extension line of the user. The device is connected to the workstation using a serial cable. The TSP that comes with the device is installed on the workstation and Tapi Link talks to this driver.

In third party configuration, a device called a CTA100 is attached to any digital extension line on the telephone system. The device is connected to a WinNT server using a serial cable. The third party TSP that comes with the device is installed on the server and is enabled using a license key available from Nortel. In addition to the device, an appropriate user license needs to be purchased. Using "Tapi Remote Service Provider", a component of Tapi 2.1 and greater, the call control capability distributed to the workstations and Tapi Link talks to this driver.

Information on the CTA100 can be found on their website at http://www.nortelnetworks.com/products/01/norstar/cti/cta.html

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2. Toshiba DK Range

The Toshiba DK Range can only be configured in first party configuration. 

A device called a PCIU (Personal Computer Interface Unit) or Toshiba part number RPCI-D1 is attached to the handset. This is a replacement base for a digital telephone with an RS232 port at the back. The device is connected to the workstation using a serial cable. The TSP that comes with the device is installed on the workstation and Tapi Link talks to this driver.

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3. Nortel Meridian

The Nortel Meridian can be configured in both first party and third party configuration. 

In first party configuration, a device called a CTIA or an MCA (depending on the handset in use) is attached to the telephone extension of the user. The device is connected to the workstation using a serial cable. The TSP that comes with the device is installed on the workstation and Tapi Link talks to this driver.

Information on the Meridian Communications Adapter can be found on their website at http://www.nortelnetworks.com/corporate/news/newsreleases/1999a/3_1_9999159_if_tapi21.html

In third party configuration, a product called Tapi Service Provider Direct Connect is installed on a WinNT/Win2K server. The server connects to a Meridian 1 using TCP/IP over Ethernet. Using "Tapi Remote Service Provider", a component of Tapi 2.1 and greater, the call control capability is distributed to the workstations and Tapi Link talks to this driver. A Symposium Tapi server can also be used.

Information on the Meridian 1 Tapi 2.0 server can be found on their website at http://www.nortelnetworks.com/products/04/sym/stsp/index.html

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4. Avaya Definity

The Avaya Definity can be configured in both first party and third party configuration. It can also be configured in first party configuration with Tone Commander handsets (US customers) or other ISDN devices. 

In first party configuration, a product called the IP Softphone is installed on the workstation in "Telephone Configuration". This communicates via TCP/IP with the telephone system. The TSP that comes with the device is installed on the workstation and Tapi Link talks to this driver.

In third party configuration, a product called an Adjunct Switch Application Interface (ASAI) in installed in the Definity which is connected to the LAN via an Ethernet port. This communicates via TCP/IP with a WinNT server running Intel (formerly Dialogic) CT Connect software. The call control capability is distributed to the workstations using the CT Connect Tapi software which is installed on the workstations. Tapi Link then talks to this driver.

Information on the Avaya Definity IP Softphone can be found on their website at http://www.avaya.com/ac/common/index.jhtml?location=M1H1005G1011F2052P3126N4872

Information on the Avaya Definity ASAI device can be found on their website at http://www1.avaya.com/enterprise/who/docs/computertelephony/index.html

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5. Tone Commander

The Tone Commander is a first party CTi device that can be connected to various telephone systems or directly to ISDN lines.

The Tone Commander 6210 and 6110 ISDN telephones have a replacement base called a 6001TA Terminal Adapter. The device is connected to the workstation using a serial cable. The TSP that comes with the device is installed on the workstation and Tapi Link talks to this driver.

Information on the Tone Commander device can be found on their website at http://www.tonecommander.com/phones/6001TA.htm

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6. Hi-Phone Desktop

The Hi-Phone Desktop is a first party CTi device that can be connected to various telephone systems or directly to analog lines.

The Hi-Phone Desktop is a standalone telephony device that can be connected to a standard (analog) telephone line and provide support for Power Dialer, Tapi Link and Call Recorder without the need for further hardware. The device is connected to the workstation using a serial cable. The TSP that comes with the device is installed on the workstation and Tapi Link talks to this driver.

Information on the Hi-Phone Desktop device can be found on their website at http://www.way2call.com/frame2.htm

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7. Avaya IP Office / Argent (Network Alchemy)

The IP Office, Argent Branch, Argent Office and Cybergear Gold telephone systems can only be configured in first party configuration though the communication is via the local area network.

The IP Office, Argent Branch, Argent Office and Cybergear Gold telephone systems are hub/router based. The telephone system has a static IP address on the LAN. The TSP that comes with the telephone system is installed on the workstation. Using TCP/IP the call control capability is distributed to the workstations and Tapi Link talks to this driver.

Information on the Ayaya Argent telephone systems can be found on their website at http://www.avaya.co.uk/Solutions_Products_&_Services/Products/Alchemy_Products/Default.asp

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8. Alcatel 4200/4400

The Alcatel 4200/4400 telephone systems can be configured in both first party and third party configuration. 

In first party configuration, a device called an Alcatel 4961 module is slotted into the digital telephone of the user. The device is connected to the workstation using a serial cable. The TSP that comes with the device is installed on the workstation and Tapi Link talks to this driver.

In third party configuration, a product called a CSTA card is installed in the Alcatel telephone system which is connected to the LAN via an Ethernet port. This communicates via TCP/IP with a WinNT server. The third party TSP that comes with the device is installed on the server. Using "Tapi Remote Service Provider", a component of Tapi 2.1 and greater, the call control capability distributed to the workstations and Tapi Link talks to this driver.

Information on the Alcatel 4961 can be found on their website at http://www.ind.alcatel.com/omnipcx/cti_apps/index.cfm?cnt=4961

Information on the Alcatel CSTA cards and the Alcatel Tapi Premium server can be found on their website at http://www.ind.alcatel.com/omnipcx/cti_apps/index.cfm?cnt=tapi_prem

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9. Comdial (DXP/DXP Plus/FX II)

The Comdial telephone systems can be configured in both first party configuration and third party configuration.

In first party configuration, a device called a PCIU is attached to the handset. The device is connected to the workstation using a serial cable. The TSP that comes with the device is installed on the workstation and Tapi Link talks to this driver.

In third party configuration a server is connected to the telephone system using a serial cable. The third party TSP that comes with the device is installed on a WinNT server. Using "Tapi Remote Service Provider", a component of Tapi 2.1 and greater, the call control capability distributed to the workstations and Tapi Link talks to this driver.

Some Information on the CTi capabilities of the Comdial telephone systems can be found on their website at http://www.comdial.com/products_pages/cti_apps.asp

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10. Siemens HiCom/HiPath

The Siemens HiCom telephone systems can be configured in both first party configuration and third party configuration.

In first party configuration, a device called a Data Adaptor is attached to the Optiset E handset. The device is connected to the workstation using a serial cable. The TSP that comes with the device is installed on the workstation and Tapi Link talks to this driver.

Information on the Siemens Optiset E Data Adaptor First party solution can be found on their website at http://www.siemens.ie/enterprise/workpoint_clients/optiset_e_adaptors.htm

Another first party configuration is possible, a USB cable is attached to an Optipoint 500 Basic, Standard or Advance handset. A product called CallBridge TU TSP is installed on the workstation and Tapi Link talks to this driver.

Information on Optipoint 500 handsets in PDF format can be downloaded from their website at optiPoint 500 Family

In third party configuration a product called a HiPath HG1500 is installed in the HiCom which is connected to the LAN via an Ethernet port. This communicates via TCP/IP with a WinNT server. The third party TSP that comes with the device is installed on the server. Using "Tapi Remote Service Provider", a component of Tapi 2.1 and greater, the call control capability distributed to the workstations and Tapi Link talks to this driver.

Information on the Siemens HiPath third party solution can be found on their website at http://www.siemens.ie/enterprise/access_points/pdf/HiPath%20HG%201500.pdf

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11. Samsung DCS

The Samsung telephone system can be configured in both first party and third party configuration. 

In first party configuration, a device called a CTM (Computer Telephony Module) is attached to the telephone extension line of the user. The device is connected to the workstation using a serial cable. The TSP that comes with the device is installed on the workstation and Tapi Link talks to this driver.

In third party configuration, a device is attached to the telephone system. The device is connected to a WinNT or Win2K server using a SIM (Serial Interface Module). The third party TSP that comes with the device is installed on the server. Using "Tapi Remote Service Provider", a component of Tapi 2.1 and greater, the call control capability distributed to the workstations and Tapi Link talks to this driver.

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12. Mitel SX200 / SX2000

The Mitel SX Range can only be configured in first party configuration. 

In first party configuration, a device called a Mitel Desktop Tapi device is attached to the telephone handset of the user. The device is connected to the workstation using a serial cable. The TSP that comes with the device is installed on the workstation and Tapi Link talks to this driver.

Technical Note: The TSP must match the level of software on the telephone system.

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13. Panasonic KXTD

The Panasonic KXTD range can only be configured in third party configuration. 

A serial cable is connected between the RS-232 port on the telephone system and a COM port on a WinNT or Win2K server. The Panasonic Tapi Service Provider that is freely available from Panasonic is installed on the server. Using "Tapi Remote Service Provider", a component of Tapi 2.1 and greater, the call control capability is distributed to the workstations and Tapi Link talks to this driver. Panasonic Desktop Telephony Assistant is not required.

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14. 3COM NBX 100

The 3COM NBX is an IP based telephone system that can only be configured in first party configuration though the communication is via the local area network.

The 3COM NBX is hub/router based. The telephone system has a static IP address on the LAN. The TSP that is downloaded from the telephone system is installed on the workstation. Using TCP/IP the call control capability is distributed to the workstations and Tapi Link talks to this driver.

Information on the 3COM NBX 100 telephone system can be found on their website at 3Com NBX 100 Communications System

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15. Zultys MX250

The Zultys MX250 is a SIP IP telephone system that can only be configured in first party configuration though the communication is via the local area network.

The Zultys MX250 is VOIP gateway based. The VOIP gateway has a static IP address on the LAN. The TSP that comes with the telephone system is installed on the workstation. Using TCP/IP the call control capability is distributed to the workstations and Tapi Link talks to this driver.

Information on the Zultys MX250 telephone system can be found on their website at Zultys MX250

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