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InGenius Connector and TAPI

TAPI (Telephony Application Programming Interface) is an API provided by Windows computers for the control of telephones connected to your PC. There’s a great overview of TAPI at Wikipedia if you want to learn more.

InGenius Connector, and its cousin Mitel’s Unified Communicator Express can use TAPI in two ways.

  1. InGenius Connector can appear as a TAPI telephony provider to CRM systems,
  2. InGenius Connector can make use of TAPI to control your desktop phone (Connector as a TAPI consumer).

InGenius Connector as a TAPI provider for connecting to CRM systems

 

This is also called the TAPI Plug-in, and is an optional component of InGenius Connector and Unified Communicator Express. This feature is enabled for an existing installation of our product by simply entering a license key. When you’ve done this, InGenius Connector will now appear in the list of TAPI devices that are available on your computer, when you use a TAPI enabled CRM.

This mode is commonly used with CRMs such as Act, Maximizer, and Outlook and many custom CRM systems. From within your CRM, select the InGenius Connector from the list of TAPI devices on your computer, and your CRM will now be able to place calls using the telephone connected to InGenius Connector. You’ll also be able to see the caller ID for incoming calls, and the CRM will be able to pop the appropriate CRM contact automatically. Note that the functionality provided varies between CRM’s. Some CRM’s may not provide the screen-pop functionality, for instance.

On the telephone side of things, the TAPI Plugin is commonly used with Mitel phone systems (using Unified Communicator Express or Unified Communicator Advanced, with the appropriate InGenius plugin), as well as users of Polycom phones, Aastra Phones, Asterisk PBX’s, and Broadsoft PBX’s – systems which are generally quite difficult to control via TAPI.

Using InGenius Connector with a TAPI-enabled phone system

The other way to use TAPI with InGenius Connector is to set up a phone profile within InGenius using the TAPI phone profile (which will be available within InGenius Connector in the first Quarter of 2012). In this case, the customer has a phone system that provides a TAPI interface, and want to use the features of InGenius Connector to control their phone system, or they want to use an InGenius Connector CRM integration with their phone system.

Users will have to install InGenius Connector, as well as the TAPI service provider which is provided by the telephone system manufacturer. In the case of Cisco, this is available for free, and can be downloaded by the Cisco Call Manager administrator.

We are currently developing TAPI support for Cisco phone systems, and will be certifying other phone systems soon.

Our customers generally use this option to connect their TAPI-enabled phone system to Salesforce.com, Microsoft Dynamics CRM, and Sugar CRM.

One Sweet Suite! Mitel Releases Live Content Suite for 5360 IP Phones

It has been a few months since we first mentioned Mitel’s Live Content Suite application, and we are thrilled that the product has finally been released for Mitel 5360 IP phones.

Developed by the InGenius Telephony Software team, this application is truly innovative and forward thinking in the way it embraces personalization and leverages live content.

Live Content Suite has three main parts:

  • Live Desktop Portal, a web-based phone programming portal
  • Live Blogger, an application for using standard blog tools to deliver custom content to phones
  • Live Applications, applications such as LiveTwitter Reader, Live Weather, and Live Flickr that deliver dynamic content to phones

This is just one of the many “Unified Communications 2.0″ applications to come out InGenius and users can expect to see more in the very near future!

Live Content Suite is expected to become available for other Mitel display phone models (5320, 5330, and 5340) in the coming months.

Check out www.livecontentsuite.com to learn more!

Enhanced hotel guest experience with Application Builder for Mitel phones!

Have you ever been to the hotel and needed to rent a car, look for a restaurant, wanted to contact the hotel’s spa, or just needed more towels? Of course you have, but how many times did you have to flip through a huge hotel binder, call the front desk or open your lap top to find what you were looking for? Imagine you go to a hotel and everything you are looking for is already programmed into the hotel’s phone. All you have to do is push a button and menus for car rental businesses, local restaurants, hotel spa services, and housekeeping are all there and waiting to be accessed. Well, this is exactly what InGenius Application Builder was designed to provide! It’s super easy to use and gives you all the amenities you require at the touch of a button. What is really cool about this application is that you can also choose from a variety of languages. If you are in France but don’t speak French, you’ll have no worries if the Mitel phone in the hotel has Application Builder. By the time you get to your room the French phone menu could automatically be switched to English or  it could offer you a language menu so that you could choose to have it display English instead of French. This would be a really great application for any hotel wanting to provide their guests with better customer service and a better all round experience.
Application Builder

SimplER released! Emergency Notification for Mitel 3300 systems

We’re thrilled to announce the general availability of InGenius SimplER for Mitel 3300s – a simple emergency notification application that emails the appropriate First Responders whenever someone calls 911 (or up to 5 emergency numbers).

InGenius SimplER is designed to work with Mitel’s 3300 systems.

Not only do you know that someone called 911, you also know who that person is and where they sit so that you can respond fast.

How Does SimplER Work?

1.      User initiates emergency call.

2.      SNMP trap picks up the emergency call at the 3300 switch.   SimplER server is notified.

3.      SimplER initiates look-up in Active Directory.

4.       SimplER generates email to appropriate First Responders.

InGenius exhibiting Mitel solutions at IT Expo

Internet Telephony Logo

We’re heading off to IT Expo tomorrow (Booth 501) to show off our new Mitel product line, including:

  • Unified Communicator Express
  • InGenius Broadcast Alert
  • InGenius App Builder
  • InGenius simplER

So, what the heck is this stuff?

Mitel Unified Communicator Express

The marketing blurb goes like this:
<blurb>    Mitel Unified Communicator® (UC) Express is a lightweight, serverless unified communications client that connects your Mitel business phone with Microsoft Outlook, Microsoft Active Directory, Windows Live Messenger, and Windows Desktop Search on your PC. Productivity enhancements like click-to-dial, incoming caller ID pop-up, PC-based missed calls and speed calls list, and personal (Microsoft® Outlook®) directory integration. Available at Mitel.  </blurb>

UCX is cool, because it’s a PC telephony client done right. It can optionally run right in your Windows taskbar, and can even be fully utilized from the tray icon. We have spent hundreds of hours trying to make the UI simple, yet extremely functional. You won’t find a huge app popping up every time the phone rings, or when you want to make a call – simply type in a few characters of the name of the person you want to call – and the app will find the number and dial. Nothing pops up or distracts the user.

Unified Communicator Express

UCX is the new version of Mitel’s Integrated Office Companion. UCX is an incredible upgrade to IOC, adding many cool features such as:

  •  Multiple phone profiles: If you have phones at your office, home, and on the road, you can set up phone profiles. UCX will automatically sign onto the phone appropriate for your location,
  • Support for Mitel 5330, 5340, and the new 5312 and 5324 phones,
  • Excellent support for Vista,
  • And, we’re very excited to announce that UCX will soon have a built-in softphone, which you can use when you’re away from your desk.
  • UCX is also extendable through TAPI, or our plugin API which we can adapt to your CRM solution, even if web based like salesforce.com. It’s a powerful tool for all employees, not just sales or call center agents.

InGenius Broadcast Alert

Broadcast Alert is a mass notification system that can send alerts to 10′s of thousands of your employees, via alerts that pop up on their PC’s, and their Mitel phones. Features include:

  • PC client that’s easy to role out in large installations,
  • PC client can display an alert, including an audio alert, and text and graphical instructions, and can even completely lock out the user’s PC – so the user is compelled to leave their office.
  • Alerts can be displayed on Mitel’s 5300 series phones – currently supported on the 5340 and 5330 models, and soon on all 53xx phones.
  • Alerts can be sent to user specified zones,
  • Each Zone can have a custom exit instructions and graphic, allowing you to specify exit instructions for each floor of a building, or each building on campus,
  • The system is EXTREMELY easy to maintain – new clients show up in the right zones automatically, without any administrator involvement.
  • Users automatically change zones if they are mobile – so a laptop user will automatically join the zone of whatever building they are in as they move about the campus.

InGenius Application Builder

Build HTML applications for your Mitel and Polycom phones using a wizard based online tool.

App Builder is an online tool that makes it easy to create HTML applications for the hospitality industry, with other verticals coming soon.

You simply follow through the wizard, then click on download to obtain a sophisticated HTML application customized for your property.

We’re excited to be demonstrating new support for Polycom phones at IT Expo. Polycom’s phones include colour models which are perfect for use with App Builder. Stop by and check it out!

InGenius simplER

simplER is a great product for users of Mitel’s 3300 series of switches. simplER monitors your 3300 looking for calls to 911 or any other emergency numbers you specify. When it detects an emergency call in progress, simplER looks up the caller in your Active Directory database, determines the caller’s location and name, then alerts approriate first responders for that office area, building floor, or campus building.

As the name implies, simplER is incredibly easy to configure and maintain, and is extremely flexible in it’s notification options. You can customize the notifications that are sent, and easily manage the notification groups by simply creating Active Directory groups following a simple naming convention.

simplER is an essential tool for EVERY Mitel 3300 system installation.

New and Exciting Stuff we can’t talk about here!

We’ll be highlighting some other exciting new stuff at IT Expo – including solutions for Asterisk users, advanced SIP softphone functionality and more. Please stop by at booth 501!

We’ll be posting photos and more blog entries from the show. Keep checking back for more exciting news from the show!

InGenius Application Builder up for VON Award!

VON Innovator

InGenius is proud to be one of the finalists for a VON award for our innovative online application – the Mitel Application Builder. Winners will be announced at the VON show.

Application Builder is a tool used to build HTML applications which run on Mitel’s large-screen 5330 and 5340 phones.

Currently, you can build screen saver applications, and hospitality applications – and we’re planning to add many more applications over the next year.

Application Builder is innovative in that dealers or customers can sign up for free, and build trial applications for free. The tool supports online demos – you and your customers can see what your application will look like in our online phone simulator – then when you’re happy, download the application to your Mitel 3300 switch, and phones.

InGenius is happy to be in the company of many excellent finalists, including Alec Saunder’s iotum, another Ottawa firm.

Update: Well, we didn’t make the top 10, but we’re pretty happy with the exposure and recognition of our hard work. Thanks VON!

Intelligent Directory for Mitel 5330 and 5340 phones released!

We’re pretty excited around here! Our Intelligent Directory product is now available through Mitel. I’ve talked about Intelligent Directory before (check out the details here) – ID is an application that runs on your Mitel 5330 or 5340 phone, and provides a simple on-screen searchable directory of all your corporate contacts (from your corporate Active Directory), as well as your personal Outlook contacts.

Intelligent Directory Detail

The application has been in trials since May – it’s solid and really useful.

We have had to work very hard to make the application as responsive as possible when running on a Mitel phone. The CPU in the phone is nowhere near as fast as a desktop PC’s CPU – so you have to apply a ton of optimizations and special techniques to ring every bit of performance out of the device as possible.

In fact, we’ve made performance improvements throughout our beta cycles, improving performance by 5 times. We’ve also streamlined the User Interface, and added features as requests came in from our beta trial customers.

Some examples:

  • The application used to run in “Corporate Contacts” mode or in “Outlook Contacts” mode. We found a way to largely get rid of this modality, and allow you to choose where your search will take place right when you are entering the characters you want to search for.
  • We introduced the concept of “Favorites” and made it easy to add any Outlook or Corporate contact to your favorites list.
  • Doing queries of your Outlook contacts through the exchange server was quite slow – something people complained about. So, we have changed the product to cache any Outlook contacts you save as “Favorites” so that they pop up very quickly.
  • We added the ability to refine a search – if you enter a few characters of someone’s name, and get back too many results, you can easily refine your current search to narrow down your choices.
  • We added AJAX style interactions on the phone pages, so as you click between pages, only the data on the pages change – none of the graphics or underlying code on the page have to reload.

The application has ended up being very usable and friendly.

Intelligent Directory is available here - download the application, the user guide and installation guide.

If you want to purchase the application, the Mitel part numbers are:

  • Intelligent Directory 30 Pack:  51011224
  • Intelligent Directory Presence Option 30 Pack:  51011225 (This upgrade to the basic product provides LCS presence indications on the phone beside each directory entry that is shown)

Have fun!

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