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DEFINITY ProLogix Solutions Release 2 Overview
555-235-100 Issue 2 June 1999 7-5
• Fast Call® Agent 3.0
FastCall Agent is the next generation of Lucent’s most popular CTI middleware
product known as FastCall. This new release is newly designed and now offers an
even easier installation and usability than ever before. FastCall Agent provides a
broad range of CTI functionality without requiring changes to applications or
development of custom software programs.
FastCall Agent resides between the telephone system and computer applications
– thus the term “middleware.” This approach allows the agent to enable these
applications with inbound and outbound CTI capabilities without computer code
changes within the application itself. This provides tremendous flexibility for
companies with multiple departments that can benefit from CTI capabilities,
particularly when each department has a different application. In addition,
changes to the application do not effect FastCall Agent. Rather, FastCall Agent
can be reconfigured to adapt to a new application quickly and easily. FastCall
Agent “screen pops” populate a call center agent’s Windows-based application
screen based on the calling number (ANI), called number (DID, DNIS, ACD
group, or other telephone system identifier), or the caller’s touch tone input as the
incoming call is received. These applications could include databases, help desk
packages, sales force automation programs, personal information managers
(PIMs), contact managers, word processors, spreadsheets, customized inquiry
systems, or a combination.