Chapter 7: Better Phones; Quality Sound

PC-Aided Call Handling

The next step in using ISDN for voice is to link the D channel not directly to phones, but to a PC or similar desktop system equipped with one of today's ISDN call handling software packages. The PC reads and displays the calls received for an attendant, and either automatically responds to the call, or displays options on the computer screen.

These systems can operate in a busy message center, for example, or can help a small to mid-size group better access and use the many office systems - telephones, fax machines, voice and image mail box systems, PCs, LAN servers, printers, modems and more - at their command.

Using mouse clicks on a screen, an attendant or user can handle a full range of voice, data, fax and other calls. In a busy call center, the advantages are many:

Visually displayed call intelligence. The system reads the incoming Call ID, and displays the caller's telephone number and name when available. Even when the called phone is in use, this data can be received. An attendant can connect or redirect a call as appropriate. Automatic routing. The system also knows what kind of call is being sent, and automatically routes fax calls, for instance, to an appropriate fax machine.

Call status displays. Each active call is displayed. Calls on hold for more than a set time turn to red or flash to let the attendant offer assistance.

Screen-based call handling. A single attendant can typically handle up to 60 calls at a time, compared to a fraction of that number with traditional systems. Messages require no more than a mouse click and a brief typed entry, since both the calling and called number are automatically logged.

Comprehensive call records. A computer-stored record of all calls and messages helps in tracking calls, measuring usage, and calling back those who hang up while on hold.

Most of these call handling systems are designed to run on standard PCs. In a smaller office, they can be simply another application running on a normal desktop system.