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I've got a potential customer who is looking to do some CTI. The documentation is lacking in regard to the different applications and when you would use a particuallr product. So I thought this might be a good question for anyone who has done some of there. Specifically, what about a good explanation of Wide Open Office, Corporate Call and Corporate Group? Also what about some info on Impact Integrator?

I've done a little. I'll tell you what I know, but I'm no expert.

Wide Open Office is the CTI server/Client application that allows communication between the client, server, and phone system. The CTI server must be running Wide Open Office to communicate with the phone system. The CTI client (workstation) must be "running" Wide Open Office to communicate with the CTI server. The client portion may be nothing more than a single file that tells the workstation and CTI app how to get to the CTI server.

Impact Attendant is a CTI app that gives the user the ability to perform attendant-specific functions, including changing system station names, programming system speed dials, setting the system clock, and other functions. The app also allows answering and transferring of calls, the ability to send calls to voicemail, the ability to put a station into DND, and take stations out of DND, the ability to mark a station as "out of the office", the ability to send LCD messages, and the ability to see status of stations (busy, what line, etc.).

Corporate Call is an app that works and integrates with Microsoft Outlook (as an add-in), which provides for screen pops, integration with Contacts (dialing from and polling from for pops), as well as a few other features.

I haven't installed either the Impact Call or Impact Group, but I understand Group is similar to Impact Attendant, without the attendant features. I understand Impact Call is more one-person use, where it integrates with the phone system, and allows for screen pops, but doesn't allow you to do as much (if anything) with a group of phones (status, etc.)

As for Integrator, I think that is more to allow communication to 3rd party CTI apps, but I don't know that for sure. I'd like to hear a better explanation of that one too.

I hope this helps you some. If I was incorrect on any of this, hopefully someone with more experience will correct me, or add to what I've said.

I recently installed both the Impact Attendant and the Impact Group. Both work great and the install is very simple.

Go to CCC and under Product > Customer Interaction Solutions > CTI > Software Downloads > CTIKIT for training. Not only good for learning product but excellent demo on laptop to potential customer. 5Y&C hit it all correctly ecxcept for Integrator which is the Microsoft TAPI interface as Comdial called it.

Roger on both Punch Down and 5Years&counting.

Here's my application. I have an outbound only call center. They use ACT and Microsoft Access databases and the agents will at some point during the day need to dial from each one. Thay also have Outlook but have not mentioned dialing from that. Have about 20 agents and will expand to about 60 eventually. What applications do I need to interface these two programs for outdialing?

You have mail

How about the call routing functionality?? Is there any suggestion for the skill based routing functionality ? For example we have an Inbound Call Center with about 100 agent and several skills for handle customers. The calls came in from customers have to delivered to correct/match agent with their skill.
Thanks alot.