ALB Computer Telephony Integration (2.2.0)

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1 ALB Computer Telephony Integration (2.2.0) Advanced Legal 2014 By Jonathan Smith (CTI )

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3 Contents Computer Telephony Integration... 1 System requirements... 1 ALB TAPI Manager... 1 Making and receiving calls... 2 Using ALB TAPI Manager... 2 On ALB TAPI Manager you can Setting up options... 2 Using the Phone Book... 3 Viewing a list of incoming and outgoing calls... 3 Viewing the log file... 3 Making an outgoing call... 3 Multiple outgoing matches... 4 Receiving an incoming call... 5 Multiple incoming matches... 6 iii

4 Computer Telephony Integration The optional ALB Computer Telephony Integration (CTI) module provides: Automatic caller identification and record retrieval when the telephone rings, click the pop-up that appears, to open the ALB record of the caller One-click dialling, direct from an ALB record make telephone calls simply by clicking an icon Automatic time recording have time recording start automatically when you make and receive calls. The Help is designed to be used online, but if you need to print the information you can print topics individually from your web browser. Alternatively, there is a PDF version of this section. System requirements 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. CTI is not supported for use in Terminal Server or Citrix environments. ALB TAPI Manager ALB TAPI Manager is the software installed on your PC that enables you to set options for using CTI. It includes the Phone Book, which interacts with ALB to find records that match telephone numbers, and it also includes lists of incoming and outgoing calls. See Using ALB TAPI Manager. When you make or receive a phone call, ALB TAPI Manager looks up the phone number and returns all matches that are found in ALB. On ALB TAPI Manager - Options, you can specify the maximum number of pop-ups to be displayed when a telephone number has multiple contact name matches in ALB, for incoming and outgoing calls. 1

5 Computer Telephony Integration (2.2.0) Making and receiving calls For details of making and receiving calls, see: Making an outgoing call Receiving an incoming call RELATED TOPICS Using ALB TAPI Manager Making an outgoing call Receiving an incoming call Using ALB TAPI Manager ALB TAPI Manager is an application that enables you to set up and work with the Computer Telephony Integration (CTI) module. Clicking a button on the ALB TAPI Manager ribbon determines which screen is displayed. You must always close down ALB TAPI Manager before performing an ALB upgrade on your PC. The upgrade will not complete unless ALB TAPI Manager is closed. On ALB TAPI Manager you can... Set up options for using CTI Use the Phone Book View a list of incoming and outgoing calls View the log file Setting up options Open the options screen by clicking Options on the ALB TAPI Manager ribbon. You can: Choose the line to monitor Set the pop-up style Set the maximum number of matches to be displayed as a pop-up Set the pop-up delay Clear the incoming and outgoing call lists Set ALB TAPI Manager to be minimised to the Windows tray 2

6 Computer Telephony Integration Set ALB TAPI Manager to start when Windows starts For outgoing TAPI calls to work, you must have ALB TAPI Manager running before you log in to ALB. Using the Phone Book Open the Phone Book by clicking Phone Book on the ALB TAPI Manager ribbon. The Phone Book interacts with ALB to find contacts that match incoming and outgoing phone numbers. You can use the phone book to search for a person you want to call. The Phone Book 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. See Computer Telephony Integration (CTI) for more details of how to use the Phone Book when making and receiving calls. Viewing a list of incoming and outgoing calls Open the calls lists by clicking either Incoming Calls or Outgoing Calls on the ALB TAPI Manager ribbon. The lists store recently used telephone numbers. Viewing the log file Open the log file by clicking Log File on the ALB TAPI Manager ribbon. The log file gives details of calls made and received. RELATED TOPICS Computer Telephony Integration (CTI) Making an outgoing call Receiving an incoming call Making an outgoing call If you have purchased the optional ALB Computer Telephony Integration (CTI) module, you can make an outgoing call direct from: 3

7 Computer Telephony Integration (2.2.0) Client Details - Contact Details tab General Contact Details - Details tab Service Contact Details - Details tab Alternatively, you can search for a contact on the ALB TAPI Manager - Phone Book and call from there. To make an outgoing call: 1. Either: On the Contact Details tab (for clients and services) or the Details tab (for contacts), click next to the telephone number you want to call. If using automatic time recording, the timer starts. Or, on ALB TAPI Manager - Phone Book, double-click the entry for the contact. The contact s record is displayed and, if using automatic time recording, the timer starts. 2. The outgoing call pop-up appears at the bottom right of your screen to show who you are calling. Multiple outgoing matches If the phone number you are calling has multiple contact name matches, ALB shows a header pop-up "Outgoing Call to one of several possible contacts" followed by a pop-up for each match, up to the maximum number you have specified for outgoing pop-ups. If you have chosen a maximum number of pop-ups that is lower than the number of matches, 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 ALB TAPI Manager - Phone Book. Example of using the Phone Book to make a call On ALB TAPI Manager - Phone Book, you search for "Smith" and get 50+ results, each with a different phone number, address and so on. You want to call Fred Smith, phone number , so you double-click this record in the search results. You notice the following: 4

8 Computer Telephony Integration ALB opens Fred Smith's record and the optional timer The ALB TAPI Manager - Phone Book, that previously showed 50+ results, is refreshed and now shows only 2 results: Mr Fred Smith and Mrs Freda Smith, because they have the same phone number The pop-up says "Outgoing Call to one of several possible contacts" and below that is Mr Smith s name followed by Mrs Smith s RELATED TOPICS Computer Telephony Integration (CTI) Using ALB TAPI Manager Receiving an incoming call Receiving an incoming call If you have purchased the optional ALB Computer Telephony Integration (CTI) module, when your phone rings a pop-up tells you who is calling. Click a link in the pop-up to have ALB display the caller s record ready for when you answer the call. What you see in the pop-up is summarised in the table below. If... then... the phone number exists in ALB with only one match a pop-up tells you, for example: "Incoming Call from Fred Smith (Home Telephone)" there are multiple matches for the phone number the phone number has no match a number of pop-ups are displayed, each showing details of one match a pop-up shows just the phone number To take an incoming call: 1. When the telephone rings, a pop-up appears at the bottom right of your screen. 2. On the pop-up, click the link to open the associated client or contact record. 5

9 Computer Telephony Integration (2.2.0) 3. If your firm has chosen to use automatic time recording, time recording begins. You can assign the appropriate matter to the time record when you have finished the call. Multiple incoming matches If the incoming phone number has multiple contact name matches, ALB shows a header pop-up "Incoming Call from one of several possible contacts" followed by a pop-up for each match, up to the maximum number you have specified for incoming pop-ups. All matches are displayed in the ALB TAPI Manager - Phone Book. In the case of a call from a phone number that is a company switchboard, there could potentially be dozens of matches. RELATED TOPICS Computer Telephony Integration (CTI) Using ALB TAPI Manager Making an outgoing call 6

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