Nortel BCM50 2.0 System Overview Manual

Also see for BCM50 2.0: User guide User guide Installation guide Configuration guide User guide

Contents

Nortel BCM50 2.0 System Overview Manual Manual pdf 44 page image

44 Chapter 2 System OverviewNN40020-200NN40020-200• Phone-and-browser calls (using PSTN), which integrate a standard voice call with aContact Center agent and a Multimedia Contact Center browser call session withfollow-me browsing, text chat, and screen-capture push.• Browser-only calls, which have the same browser features of phone-and-browser calls butno voice call component.Local Area Network Computer Telephony EngineBCM Computer Telephony Integration (CTI) products provide an interface between your personalcomputer and your BCM50 system. With these products, you can use telephony applicationsthrough the Windows operating system to control your telephone.One of the software components of BCM CTI is Local Area Network Computer Telephony Engine(LAN CTE). LAN CTE provides an interface between your personal computer, your telephone,and the BCM50 system. With LAN CTE installed on your computer, you can run LAN CTE orTAPI applications to communicate with and control your telephone.For more information, see the LAN CTE Configuration Guide.Call Detail RecordingCall Detail Recording (CDR) is an application that collects call activity. Each time a telephone callis made to or from your company, CDR can record the information about the call. You can use theinformation CDR collects to create reports about call activity. CDR also provides an interface tothird-party applications to allow for call accounting and billing.For more information, see the Call Detail Recording System Administration Guide.Personal call managerPersonal Call Manager is a TAPI-based application that provides an easy-to-use interface betweenyour computer and your telephone. You use the telephone to speak with a caller. You cancustomize your Address Book and your calls. Basic functions that Personal Call Managerperforms include making and answering calls, putting calls on hold, transferring calls, and makingconference calls.For more information, see the Personal Call Manager User Guide.