Every business strives to have a reliable computer system that will make customers happy and increase employee efficiency. It also must be cost effective, and able to grow with the business and keep up with technology.

There is no 'shrink wrapped' solution that will provide every information technology benefit to a given business. A system integrator is often needed to put together a working system from a variety of software and hardware components. Adding computer telephony (CT) is of great benefit to any business since it increases productivity and improves customer relationships.

Telephone systems are very uncooperative by design. A prime example of poor cooperation is the interface between a PBX and a computer network. Additions provided by the PBX manufacturer, or approaches using TAPI/TSAPI interface, have many limitations. They do not posses the level of control required for truly capable CT features. This problem arises from the old concept of computing, built to be as proprietary as possible (to keep the customer on the hook). The solution to this problem is either to use elaborate 'workarounds,' or have a PC based PBX that is open to integration with CT applications.

The first step in planning a CT system is to decide what features are desired. This is part of a 'big picture' determination of how the business works and how it can be made to work better. The following is a list of features to consider, divided into four categories:

1. Call Handling.

Private Branch Exchange services: call forwarding, transferring, conferencing, and on–hold audio.

Identification of caller (CID, ANI). Routing based on number dialed by caller (DID, DNIS).

Voice mail. Least cost outgoing long distance routing. Incoming fax detection.

Variety and capacity of handsets and other interfaces.

Method of connection to the central office (phone company): Digital (T-1, ISDN), analog, or both.

2. Customer Interaction.

Routing to appropriate person or agent (ACD).

Setting priorities of calls (VIP routing) and other traffic such as fax and email.

Informing an extension (by screen pop) of important incoming calls, even when that extension

is busy.

Interactive Voice Response (IVR); for detailed information and services available any time.

Voice recognition and text to speech, to enhance IVR.

Auto attendant for after hours, for non-customers, or if all personnel are busy.

Screen pop of information on caller. Contact management. "Follow me" automatic routing.

Database integration, e.g., order form generation.

3. Network Engagement.

Internet presence. WAN bandwidth (DSL, dialup).

Unified messaging: current phone call (call screening), voice mail, fax, email, and other media

listed for easy access by the user.

Enterprise database, and accessibility to other applications such as MIS and marketing tools.

Telecommuter support. IP telephony.

4. Administration.

Call logging and statistics.

Ease of expansion and upgrades. Ability to easily add or move connections.

Networked desktop computer stations: type, capability, features.

Remote administration. Fault tolerance. Back-ups.

A complete analysis of the business needs is required before the right system be designed.