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Telephony Services supports a variety of telephony-enabled applications. It can support voice control applications that allow the user to manage and control incoming and outgoing calls at the desktop or more complex applications for the office work group or call center environment. Applications can provide a variety of features to enhance user telephone controlfromtheclientworkstation. Applicationfeaturesmayinclude:
♦ callmanagement ♦ callscreening
♦ calllogging
♦ directorydialingfrompersonal(client),workgroup(server),and corporate directories
♦ dialingandintegrationwithotherapplications,and
♦ integrationofmessagewaitingindicatorforemailorother
messaging applications
Telephony-enabled applications can meet customer needs in many markets. For example, a customer service application can allow agents to interact with both the ''telephony" and "caller database" aspects of the job. An easy-to-use graphical user interface (GUI) application can include the caller information on a "screen pop" at agents' PCs. Any server on the network (PC, mini- computer, or mainframe) can contain a caller database. The application integrates access to all the different information (voice and data) needed to support an inbound customer service center. Another example of such an application is call routing. Here, the switch requests that the server provide a destination for incoming calls. Applications may also request outbound calls for Outbound Call Management (OCM) applications such as predictive dialing.