Computer Telephony Integration Project

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Term Paper Title	Computer Telephony Integration Project
# of Words	1134
# of Pages (250 words per page double spaced)	4.54

Computer Telephony Integration Project

The solution I am proposing for Fairway Dept. stores’ catalogue desk is based upon the CTI (Computer Telephony Integration) system. This system combines the power of a PC with telephone services to provide the most efficient call center solution possible. The system in this case will use an automatic call distribution system (ACD) to allocate calls held in a queue based on agent availability and call type or priority. This system will help control the volume of calls capable of being serviced and the level of dropped (hold time is too long) or blocked (busy signals) calls that will be tolerated. This solution will also implement a call control system. Call control links the telephone platform with the application. This means that the catalogue desk representative who use the applications on a regular basis are afforded much simpler workflow because call control not only controls the call and caller, but also the application that supports them. An application fitted with call control will automatically launch the customer's record when that customer calls. The caller in this scenario need not re-introduce himself or repeat his story. The representative will also have an interface for entering new customer information to set up new accounts. These accounts will be stored in a database on the network server. The physical layout of the network will be based upon a bus topology using 10Mbps thin-wired ethernet cabling. The cabling will be run through the plenum in the building to omit clutter and avoid connectivity problems and safety hazards. An inspection of the plenum will have to be made by the fire

department, and a permit is required. The cabling will then connect to a NIC (Network Interface Card) installed in each one of the PCs on the network. This network will utilize two servers using the Windows NT Server operating system. One will be a PDC (Primary Domain Controller), and the other will be a BDC (Backup Domain Controller). The PDC will house all databases for user logon information, and the customer billing, and order information. The BDC will be used solely for backing up the databases and user information. The servers will be based on Pentium II 400 MHZ processors. They will have 256 MB of ram, and 25 GB hard drives. The PDC will connect to the workstations through two 50 port active Hubs. These Hubs will allow for future expansion and will clean up the data signal as it passes along the cable. The work...

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