Computer Telephony Integration

When a call is received, be that a direct external call, an external call transfer or a hunt group ring, Tr@veller pops up a global contact search window and performs two searches on the database.

• The first is a CLI search where the system looks through each telephone / mobile number field in the database looking to match the incoming caller number and quickly identify the supplier, agent or customer on screen. The matching options are then listed for the user to click through to the customer, supplier or agents history and view any notes on their account.
• The second is a DDI search where the incoming dialled number is matched against a configured list of enquiry sources (targets) so that the source of the call can be automatically logged and tracked against the enquiry and any subsequent booking.