Telephony Solutions: Java Telephony Server

Java Telephony Server (JTS), a CCS licensed software product, is a CTI integration package that enables any and all Java capable platforms to provide telephony functionality. It provides a common developer interface to disparate telephony provider systems. Unlike JTAPI, Java Telephony Server (JTS) provides easily implemented solutions that allow rapid deployment of CTI functionality.

Java Telephony Server (JTS) Functionality
Screen Pop

• Allows a call center agent to receive data pertinent to the caller prior to the call being delivered to the agent’s phone. This vastly improves customer satisfaction, as well as agent efficiency and call time.

Call Control

• Transfer - allows a call center agent to transfer a caller to a different number or department through their CTI enabled application. Any pertinent call data is transferred with the call, as well.
• Answer - allows a call center agent to answer a call through their CTI enabled application, if their phones are not configured for auto-answer.
• Conference - allows a call center agent to conference a caller to a different number, such as a supervisor or manager, through their CTI enabled application.

Agent ACD Functionality

• Agent Ready
• Agent Not Ready
• Agent Login
• Agent Logout

Preview Dial

• For outbound campaigns, preview allows the customer’s data to be presented to the agent who then has the ability to initiate the outbound call.

Predictive Dial

• For outbound campaigns, predictive allows intelligent scheduling for outbound campaigns to maximize agent utilization. Calls are dialed with the expectation that an agent will become available to handle that call by the time the call is connected. Customer data is presented to the agent as for an inbound screen pop

Java Telephony Server (JTS) Supported Telephony Interfaces
Java Telephony Server (JTS) provides a common interface to a variety of telephony interfaces:

• Genesys Framework - Java Telephony (JTS) can interface with the Genesys Framework architecture.
• IBM CallPath - Java Telephony Server (JTS) can interface with IBM’s CallPath Server products.
• Dialogic CT-Connect - Java Telephony Server (JTS) can interface with Intel’s Dialogic CT-Connect software.
• JTAPI - Java Telephony Server (JTS) can interface with any JTAPI Service Provider.
• Other - Due to its modular architecture, Java Telephony Server (JTS) can implement new telephony interfaces as they become available.

The interface independant features of Java Telephony Server (JTS) prevent a company from becoming locked in to a particular telephony architecture or platform.

Java Telephony Server (JTS) Servers

• IBM AIX
• Microsoft Windows 2000
• Microsoft Windows NT
• IBM iSeries (as/400)
• IBM zSeries (s/390)
• Sun Solaris
• HP/UX
• Linux

Basically, any server platform that supports Java 1.3.1+ is capable of hosting Java Telephony Server (JTS). Whichever platform/architecture your company has chosen as its standard can be used as our hosting platform.

Java Telephony Server (JTS) Clients
Browser based applications

• JavaScript
• VBScript

Any browser application can be quickly modified to enable telephony automation via Java Telephony Server (JTS) JavaScript or VBScript interfaces. By implementing as few as 6 simple client side script functions, your entire application has access to the telephony system.

Java Applications
Any java application can interface to telephony functions using the native Java Telephony Server (JTS) classes. Any application that can interface to Java classes now has access to the entire spectrum of call center functionality.

iSeries Applications
Java Telephony Server (JTS) provides native interfaces for both OPM and ILE languages on the iSeries platform.