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Figure 6-2: The integrated PBX as a voice server between two separate LANs Still other features can be included with this integration of CTI Voice messaging, as integral or peripheral to the PBX, can now become available as a feature or a function hooked to the LAN As an outside caller dials into an organization s PBX, the capability to capture the ANI and hook to the database server on the LAN allows for the delivery of the caller ID to the desktop This makes it possible for a user who has a screen (PC or other) on his or her desk to be able to see the voice messages in the queue In reality, what the user sees is not the message, but information regarding the message This helps to prioritize, or select from a queue, calls that are necessary or important Moreover, the

FIGURE 6-6

The Setup Panel can be shown or hidden by clicking the Setup button on the toolbar Selecting the items to place on the Rows, Columns, and Background is slightly different from how it was done in PerformancePoint Server Along the left-hand side of the Professional client is the Setup Panel, as shown in Figure 6-30 The Hierarchies tab shows all dimensions in the cube as well as an item for Measures Expanding one of the dimensions will show all of the hierarchies under it (both the user-defined hierarchies and the attribute hierarchies) The icons are different, with multilevel, user hierarchies presented using the pyramid-type icon shown on the Accounts hierarchy in the Account dimension in Figure 6-30

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6:

end user can print out a list of voice messages, a customer database of people who have called, ANI information to be included in a database not yet built, or many other useful and productive types of data Beyond the voice messaging capability, connecting to an automated attendant can also be integrated into this CTI application When an outside caller attempts to reach a particular extension or department, a database can be built regarding who the callers are and what extensions are typically used most frequently This also extends ANI access to the desktop of the called party so that the database can also link to some form of a screenpop By delivering the ANI to a database server on the LAN, the user can immediately run a structured query on the database to pull up the customer file A simpler way would be to have the database automatically deliver all the information about the calling party to the LAN terminal device This doesn t work in all applications, but it does offer some unique capabilities and opportunities that never before existed Each of the discussed services can all be coupled in the combination of computer and telephony integration CTI offers the capability to link multiple databases, multiple communications channel capabilities, and the LAN-to-PBX server functions The PBX becomes the voice server, whereas the LAN server becomes the PBX s database Corporate directories, departmental lists, product lines, and other types of usable information can all be made available to the desktop device when a called or calling party needs access Although the cost is incremental, the overall increases in productivity and satisfaction from both employees and customers may well be worth the effort This is one of those decisions that a user must make In the same manner, you take higher risks by putting all of your eggs in one basket and having a single-server environment However, the distributed computing architectures that are emerging minimize the risks Distributed computing architecture can also add to the depth of the PBX by using servers on a LAN that can be voice servers; the functions and the real estate required for a PBX architecture can now be combined and reduced A large room with special air conditioning is no longer required The servers can just be deployed wherever they are needed to serve their users We can see the excitement and the benefits of CTI when we look beyond the basic functionality of each individual box Hence, the decision-making process becomes a little more complicated than the purchase of a PBX or a server when thinking about acquiring a combined infrastructure to support the communications needs of an organization.

Figure 6-30 The Setup Panel on the left-hand side of the Professional client is where users choose the dimensions and members to appear on the view