ALB. Computer Telephony Integration Version Integrate your telephone with ALB, including caller id, one-click dialling and time recording.

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1 ALB Computer Telephony Integration Version Integrate your telephone with ALB, including caller id, one-click dialling and time recording. REV JS

2 Disclaimer Advanced Legal is satisfied that the information contained in this document is correct at the time of production. Advanced Legal does not accept responsibility for any loss of profit, loss of data or any indirect, special or consequential damages resulting from its use. As the software changes continuously, it is important that you always check the current position with Advanced Legal. All information, text, images and layout are the exclusive property of Advanced Legal and you are only permitted to print, copy, download or temporarily store extracts from this document with prior permission. Any attempt to damage this document or act in contravention of these Terms and Conditions may lead to legal redress. Advanced Legal is a trading name of Advanced Legal Solutions Limited which is part of Advanced Computer Software Group Limited. Registered in England under number at Ditton Park, Riding Court Road, Datchet, Berkshire, SL3 9LL. Advanced Legal Solutions Limited, Feb All rights reserved.

3 Contents Computer Telephony Integration... 4 Introducing CTI... 4 ALB TAPI Manager... 5 Setting up TAPI/CTI... 5 Make outgoing calls... 7 Receive incoming calls... 8 Use the phone book... 9 View the call log and history Index iii

4 ALB CTI Computer Telephony Integration Introducing CTI Compatible telephone systems can be integrated with ALB, allowing interaction between the telephone and your computer. This integration is referred to as Computer Telephony/Telephone Integration or CTI for short. Its features help you save time and be more efficient when handling incoming and outgoing calls. The CTI module enables: One-click dialling. Make telephone calls direct from an ALB record by simply clicking an icon. Caller identification. See who's calling and open the correct ALB record quickly and easily. Automatic time recording. Have time recording start automatically when you make and receive calls. System requirements In order to use the CTI module, your practice must have a computerised telephone system that supports the Telephony Application Programming Interface (TAPI) version TAPI is a Microsoft Windows API that enables PCs running Microsoft Windows to use telephone services. ALB TAPI Manager must also be installed and configured before using CTI. This controls how the CTI module behaves and lets you manage the incoming and outgoing calls. 4

5 CHAPTER COMPUTER TELEPHONY INTEGRATION NOTE Terminal Server or Citrix environments are not supported by CTI. ALB TAPI Manager ALB TAPI Manager is software installed on your PC by Advanced Legal that enables you to set options for using TAPI/CTI, use a phone book, view a call history, and view a log of calls in more detail. Once installed and enabled, specific buttons are available on the ribbon for ALB TAPI Manager. NOTES For outgoing TAPI calls to work, ALB TAPI Manager must be running before you log into ALB. ALB TAPI Manager must be closed before performing an ALB upgrade. Setting up TAPI/CTI ALB TAPI Manager is installed and enabled by Advanced Legal. This includes installation, switch on and, if required, enabling automatic time recording so that you can have time recording start automatically when you make and receive calls. Once successfully installed and enabled, specific buttons are available on the ribbon for accessing ALB TAPI Manager, and options are available to control how the CTI module behaves. For example, you can set the popup delay, set the maximum number of matches to be displayed, etc. To enable TAPI (Advanced Legal only): 5

6 ALB CTI Open Utilities and click System Parameters. 2. In the Parameter Name Search field, type TAPI and the list will automatically adjust (as you type) to display the parameters containing "TAPI". 3. Double-click TAPI Turned On and set to Yes. 4. Click OK to save your changes. To enable automatic time recording (Advanced Legal only): 1. Open Utilities and click System Parameters. 2. In the Parameter Name Search field, type TAPI and the list will automatically adjust (as you type) to display the parameters containing "TAPI". 3. Double-click TAPI Call Starts Timer and set to Yes. 4. Click OK to save your changes. To set up TAPI/CTI: 1. On the ALB TAPI Manager ribbon, click Options. 2. When the Options pane opens, set the following options: Line Setup: Choose the line to monitor General Options: Set the pop-up style Set the pop-up delay 6

7 CHAPTER COMPUTER TELEPHONY INTEGRATION Set the maximum number of matches to be displayed as a popup Set ALB TAPI Manager to start when Windows starts Set ALB TAPI Manager to be minimised to the Windows tray Clear the incoming and outgoing call lists Remove the "9" prefix from phone numbers 3. Click Apply to save your changes. Make outgoing calls The CTI module allows you to make telephone calls directly from an ALB record. This is possible for any contact that has a telephone number stored against them. Numbers can be dialled from the contact's details screen in PMS or from within ALB TAPI Manager by using the phone book. To make an outgoing call from PMS: 1. Open the desired contact record. Client Details» Contact Details tab. General Contact Details» Details tab. Service Contact Details» Details tab. 2. Click the Phone Call icon ( ) next to the telephone number you want to dial. The outgoing call pop-up appears in the bottom righthand corner of the screen showing the name of the person you are calling, e.g. "Outgoing Call to Fred Smith (Home Telephone)". 3. (Optional) If you are using automatic time recording, a timer starts automatically when the call is made. You can assign the appropriate matter to the time record when you have finished the call. RELATED TOPICS 7

8 ALB CTI Use the phone book View the call log and history Receive incoming calls When a call is received, the CTI module allows you to see who the call is from and open the correct ALB record ready for you to work with. When the telephone rings, a pop-up appears at the bottom right-hand corner of the screen with a link to the associated record. To receive an incoming call: 1. When the telephone rings, click the link in the pop-up to open the associated client or contact record. Please note the following pop-up behaviours: If the phone number exists in ALB with only one matching contact, then the pop-up shows the name and number of the caller, e.g. "Incoming Call from Fred Smith (Home Telephone)". If the phone number has more than one matching contact, then the pop-up shows that there are several possible contacts, e.g. "Incoming Call from one of several possible contacts". This is followed by pop-ups for each match, up to the maximum number specified for incoming pop-ups. See Set the CTI options. All matches are also displayed in the phone book. NOTE Please be aware that in the case of a call from a phone number that is a company switchboard, there could potentially be dozens of matches. If the phone number has no matching contacts, then a pop-up just shows the phone number. 8

9 CHAPTER COMPUTER TELEPHONY INTEGRATION 2. (Optional) If you are using automatic time recording, a timer starts automatically when the call is answered. You can assign the appropriate matter to the time record when you have finished the call. RELATED TOPICS Use the phone book View the call log and history Use the phone book You can use the ALB TAPI Manager phone book to search for a person you want to call, instead of calling them from the contact record in PMS. The phone book interacts with ALB to find contacts that match incoming and outgoing phone numbers. This is also the place where you can view a full list of matching records when an incoming or outgoing call number has more than one record associated with it. To use the phone book to make a call: 1. On the ALB TAPI Manager ribbon, click Phone Book. 2. Search for the contact you want to call and then double-click the desired entry. The contact's record is displayed and the outgoing call pop-up appears in the bottom right-hand corner of the screen. Please note the following pop-up behaviours: If the phone number exists in ALB with only one matching contact, then the pop-up shows the name and number of the contact, e.g. "Outgoing Call to Fred Smith (Home Telephone)". If the phone number you dial has more than one matching contact, then the pop-up shows that there are several possible contacts, e.g. "Outgoing Call to one of several possible contacts". This is followed by pop-ups for each match, up to the maximum number specified for outgoing pop-ups. See Set the CTI options. 9

10 ALB CTI If the maximum number of pop-ups is lower than the number of matching contacts, then it is possible that the contact name(s) displayed will be different to the person you are calling, as the contact names are taken in the order they appear on the phone book. 3. (Optional) If you are using automatic time recording, a timer starts automatically when the call is made. You can assign the appropriate matter to the time record when you have finished the call. View the call log and history You can monitor calls via ALB TAPI Manager using the Call History and Call Log. The history displays a list of recently used telephone numbers associated with your incoming and outgoing calls, and the log file provides a more detailed summary of call data. To view call history: 1. On the ALB TAPI Manager ribbon, click either Incoming Calls or Outgoing Calls. 2. If you chose Incoming Calls, then the recently received calls are displayed. 3. If you chose Outgoing Calls, then the recently made calls are displayed. To view the call log: 1. On the ALB TAPI Manager ribbon, click Log File. A summary of call data is displayed. To monitor a line, select a line and click Open. 10

11 ALB CTI Index C calls make outgoing 7 receive incoming 8 view log and history 10 CTI introduction 4 M make calls 7 P phone book 9 R make outgoing calls 7 receive calls 8 S set up 5 T TAPI Manager 5 V view 10 11

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