Computer Telephony Integration Project

The solution I am proposing for Fairway Dept. stores’ catalogue desk is based upon the CTI (Computer Telephony Integration) system. This system combines the power of a PC with telephone services to provide the most efficient call center solution possible. The system in this case will use an automatic call distribution system (ACD) to allocate calls held in a queue based on agent availability and call type or priority. This system will help control the volume of calls capable of being serviced and the level of dropped (hold time is too long) or blocked (busy signals) calls that will be tolerated. This solution will also implement a call control system. Call control links the telephone platform with the application. This means that the catalogue desk representative who use the applications on a regular basis are afforded much simpler workflow because call control not only controls the call and caller, but also the application that supports them. An application fitted with call control will automatically launch the customer's record when that customer calls. The caller in this scenario need not re-introduce himself or repeat his story. The representative will also have an interface for entering new customer information to set up new accounts. These accounts will be stored in a database on the network server. The physical layout of the network will be based upon a bus topology using 10Mbps thin-wired ethernet cabling. The cabling will be run through the plenum in the building to omit clutter and avoid connectivity problems and safety hazards. An inspection of the plenum will have to be made by the fire



department, and a permit is required. The cabling will then connect to a NIC (Network Interface Card) installed in each one of the PCs on the network. This network will utilize two servers using the Windows NT Server operating system. One will be a PDC (Primary Domain Controller), and the other will be a BDC (Backup Domain Controller). The PDC will house all databases for user logon information, and the customer billing, and order information. The BDC will be used solely for backing up the databases and user information. The servers will be based on Pentium II 400 MHZ processors. They will have 256 MB of ram, and 25 GB hard drives. The PDC will connect to the workstations through two 50 port active Hubs. These Hubs will allow for future expansion and will clean up the data signal as it passes along the cable. The workstations at each of the catalogue desks will house Pentium 200 MHZ systems with 32 MB of ram, and 2GB hard drives. These systems will be running on Windows NT workstation operating systems. These systems will use the call control interface for entering data for customer orders, and will have Microsoft Office 97 for administrative purposes and email. Each workstation will also have a multifunction telephone with headset which is integrated into the PC. Each workstation will have a card that plugs into a slot on the motherboard, which replaces the standard telephone with a more powerful windows interface to execute telephone functions. Please see (figure 1) for a graphical representation of the network solution.
The retail sales division of Fairway department stores will implement a P.O.S. system (Point of Sale). This system will consist of another primary and backup server


on a Windows NT server operating system. These servers will contain a database for retail items sold in the stores. The database will contain SKU numbers to identify each item that Fairway sells. The database will keep inventory information and can be accessed from all of the P.O.S. terminals on the sales floor (see figure 2). Each terminal will contain a workstation system with a full cash register, bar code scanner, check and credit card authorization system, and credit card invoice and receipt printer. The workstation will contain a software interface (see figure 3) that will allow sales associates to enter product information either manually, or through the barcode scanner. The system will also automatically bring up customer information based on last 4 numbers of telephone number, or manual entry, automatically building a customer data base for future use. The keyboards on each of the sales terminals contain the credit card swipe and check