Normally, features like this would require you to have an advanced PBX or Centrex type phone services from the phone company.  While we can still work with those systems to provide great solutions, and even integrate them with Dialogic cards, this method allows you to have a complete system in a box.  You need only the Dialogic card, phone lines and ExceleTel TeleTools.

Solutions

There are many uses for a solution that will allow lines or calls to be joined together. You can:

• Have an IVR option for the caller to press a digit to be connected to a logged in representative instantly

• Take incoming or outgoing calls, dial another number or sequence of numbers and connect the two calls

• Conference calls together

• Transfer or forward calls without a PBX or Centrex services 

• Play music on hold to any line

• Record a conversation on any line

• Provide line / call monitoring capability

• Log calls

• Create a calling card system

Other Ideas

Here are just some of the other things you can do with ExceleTel TeleTools Dialogic SCBus technology:

• can mute either side of the line

• can provide DTMF prompts to activate options allowing users to accept or reject calls

• can cycle through a list of numbers or logged-in agents to find the first available person

• any wave file could be played to any caller such as greetings, prompts, sales and marketing information or music on hold

• calls can be outbound, inbound or any combination

• more than 2 calls can be conferenced

• Normally, there are delays in agent forwarding systems, it takes time to dial and connect to another number during which time a caller could hang up.  In our agent system, it is possible to connect a caller to an agent instantly.

NOTE: This is a stand-alone sample demonstrating TeleTools technology.  We can provide this as an application or provide the source.  Contact us for more information.

Requirements

To develop applications using functionality demonstrated in this sample program requires:

• TeleTools 3.7 Enterprise Edition (multi-line)

• Dialogic card with TAPI support and the SCBus feature

• at least 2 phone lines

Using This Sample Program

Here are the steps required to use this sample assuming that you have a properly installed and TAPI configured Dialogic card with SCBus capability and 2 or more phone lines.  Click here for a list of TAPI compatible Dialogic cards (NOTE: card with SCBus feature is required for this sample).

1. Select the first Dialogic line from the top dropdown list.

2. Select the second Dialogic line from the bottom dropdown list.

3. Click on the big START button.

4. Enter a phone number that will be used to make an outbound call.

5. Place an incoming call to the first Dialogic line.

6. Listen to the audio messages.

7. Answer the second call.  The lines are connected ("conferenced") and the call is recorded to CallLog.wav

8. Hangup the calls.

9. Find the CallLog.wav file in the sample program's install folder and play it using any widows wave audio program or the etPlay window in our TeleScope utility.

When you place the first incoming call to line one, you will hear a wave file voice greeting explaining that the sample program is going to try to connect you to a representative.  While this wave file is playing, we dial a second, outbound call, on line two.  When the second caller answers the phone and we sense that the call is connected, we play another greeting explaining that we are connecting them to another call.  At that instant, the two calls are connected together and the call is recorded.

You can set the volume for the line and also the number of rings before answering the first inbound call.  Keep in mind that the Dialogic settings default to waiting for CallerID to come in before counting rings, so you may see the call ringing two or three times before the Dialogic card answers the phone even though you have set it to answer on the first ring.  ExceleTel can provide support in order to properly configure your Dialogic card to behave the way you expect.

Download this Sample Program

How this Sample Program Works

This sample takes advantage of the TeleTools etSCBus component with TeleSense.  The audio paths between lines can be joined, in effect providing a virtual conference.  We can control the talk and listen channels between any port or ports on the card.  We can even enable the listen channel, but not the talk channel effectively muting a line.

Release Notes

November 10, 2003

First Release