Nortel BCM50 3.0 Overview

Also see for BCM50: Configuration guide Installation and maintenance guide Keycode Installation Guide Integration guide Installation and configuration guide

52 Chapter 2 System OverviewNN40020-200Multimedia Contact Center supports two call types:• 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 BCM CIT software component is Local Area Network Computer Telephony Engine (LANCTE). LAN CTE provides an interface between your personal computer, your telephone, and theBCM50 system. With LAN CTE installed on your computer, you can run LAN CTE or TAPIapplications 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 information about the call. You can use theinformation CDR collects to create reports about call activity. CDR also provides an interface tothird-party applications 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, placing calls on hold, transferring calls, and makingconference calls.For more information, see the Personal Call Manager User Guide.