RanCOM SDK for a developer of CTI applications

Introduction
Call center based on RanCOM
Use and licensing
RanCOM functions
Typical tasks
1. RanCOM for a subscriber
2. RanCOM for a PBX
Products based on RanCOM

Introduction

RanCOM is a COM module you can use to connect to the Rander server from any external programs in order to use its features. The features of RanCOM allow you to solve tasks assigned to a call center taking into account the peculiarities of your particular call center. Thus, you can use RanCOM to flexibly integrate telephony into your own CRM and ERP systems, call centers and other informational systems of your enterprise.

Call center based on RanCOM

It is possible to enumerate typical computer telephony integration tasks in the development of call centers that can be solved with RanCOM. These include:

Getting information about an incoming call by the operator's computer
Automatically dialing a number
Controlling the distribution of incoming calls in real time (routing by CallerID and other criteria)
Monitoring PBX lines in real time
Building IVR systems (automated interactive menu systems, autosecretaries)

Use and licensing

All methods in the RanCOM module are executed for this or that PBX line. Several RanCOMs can be connected to the Rander server simultaneously (the number of RanCOMs simultaneously connected to the Rander server is licensed). Also, one RanCOM can simultaneously control several lines (the total number of lines controlled by RanCOMs is licensed).

Theoretically, there are two variants of integrating your applications with RanCOM. These include:

Using RanCOM to control the line of a certain internal subscriber - RanCOM for a subscriber
Using RanCOM to control a PBX as a whole - RanCOM for a PBX

The variants differ in the number and type of lines RanCOM controls. Consequently, the structure of your client applications will differ in case of different integration variants. The image below shows the logical scheme of a software complex based on RanCOM with both integration variants.

If RanCOM is not registered, the Rander server will allow a connection with one RanCOM only and open 5 lines for 30 minutes. If you restart your application, you will get extra 30 minutes and so on.

To determine the number of RanCOM modules and lines for them that you need to buy, you should realize what RanCOM methods you want to use and correspondingly what PBX lines will be used in this case. The Typical tasks sections shows sample solutions for the most common computer telephony tasks that can be solved with RanCOM. These examples will help you understand what RanCOM configuration you need to solve your task. Also, you can try RanCOM yourself or consult an expert.

RanCOM functions

You can use RanCOM in your informational networks to:

Get notifications about a broken or established connection of RanCOM with the PBX, server
Dial any number on behalf of any internal line.
Hang up, hold/retrieve from hold any call on any internal line, answer an incoming call, forward a call to another subscriber
Get notifications about calls on any line
Get information about all calls active for any line
Get information about any call (calling subscriber, external line, etc.) for any line
Forward an incoming call to another line
Set the CTI distribution mode for the incoming call distribution group (computer control)
Play OGM messages for the specified call (the DISA card is required), music on hold, busy, silence and ready signals, signals of various tones
Get information about numbers dialed in the tone mode during the call (the DISA card is required if the calling subscriber is external)
Change the class of service for any line
Set reminders for any internal line
Control the message waiting function

Typical tasks

Below you can see a brief description of how to solve the most common tasks that can be solved with RanCOM in case of both integration variants (for a subscribe and a PBX).

RanCOM for a subscriber
The most typical task of computer telephony is "Automating incoming/outgoing calls for a group of operators", for example, for a taxi dispatching office. The operator has to see the calling subscriber's number or the number-related contact information in case of an incoming call (getting an order) The operator's phone should dial the specified number automatically in case of an outgoing call (a call back to the client).

To solve this task, you will have to install RanCOM on each operator's workplace and it will:
1. Connect to the Rander server
2. Get information about the calling subscriber
3. Automatically dial the specified number
Every operator's client program will work with its RanCOM. Thus, to solve this task, you will have to purchase* the number of RanCOMs (* it is assumed here and below in the "Typical tasks" section that the Rander server is present), corresponding to the number of workplaces. For example, this approach is used in integration with 1C:Enterprise or in the Taxi Master dispatching office automation software.

RanCOM for a PBX
This type of integration allows you to solve more complicated and varied tasks, such as:
Let's describe every task in detail:
- Automating incoming/outgoing calls for a group of operators
  The task of automating a taxi dispatching office can be also solved with the second integration method. To do it, you will have to install one RanCOM on the computer that will run as a server for your application. Your client programs will get connected to this server to perform their functions. RanCOM installed on the server will:
  1. Connect to the Rander server
  2. Get information about the calling subscriber for every operator's incoming call
  3. Automatically dial the specified number on every operator's phone
  Thus, you will have to purchase one RanCOM and additional lines to it so that the total number of lines RanCOM controls is equal to the number of operators in the dispatching office. For example, if you have 5 operators, you will have to buy RanCOM and 4 additional lines for it (one line comes together with RanCOM).
- Routing incoming calls by CallerID
  Suppose you need to forward incoming calls from customers to their personal managers. You have a CRM database where you store information about the manager a call from a particular customer should be forwarded to. You PBX is programmed in such a way that all incoming calls for the call center are forwarded to one incoming call distribution group. To solve the task, you will have to install one RanCOM on the computer that will run as a server for your application. Your client programs will get connected to this server to perform their functions. RanCOM installed on the server will:
  1. Connect to the Rander server
  2. Get information about the calling subscriber for each incoming call that gets into the incoming call distribution group
  3. Automatically forward the incoming call from the group to the necessary manager
  Thus, you will have to purchase one RanCOM without additional lines for it. Because in this case RanCOM controls only one line (the incoming call distribution group).
- Interactive voice menu
  Suppose you need to create a voice menu. This function can be implemented with the help of standard PBX tools, but sometimes you need to generate a voice menu dynamically (depending on what the user does). This task is implemented in the Autoinformer with interactive help from the external application database. In this case, all calls coming to the autoinformer lines (external PBX lines) are forwarded to the incoming call distribution group. You will need one RanCOM that will
  1. Connect to the Rander server
  2. Get information about a call coming to the incoming call distribution group
  3. Play the necessary OGM message (greeting)
  4. Detect what numbers the user dials in the tone mode
  5. Play the necessary OGM message or forward the call to another number
  Thus, you will have to purchase one RanCOM without additional lines for it. Because in this case RanCOM controls only one line (the incoming call distribution group).
- Control over the status of external lines and internal PBS subscribers
  Suppose you need to imitate the programmable buttons of a system phone on the computer and show their status (free/busy/incoming call). Or you want to run a certain application when there is an incoming call on a certain line. Or you need to do anything else depending on the status of PBX lines. In this case, you will have to install RanCOM on the computer that will run as a telephony server. To control the status of PBX lines, you will need to open all lines that you would like to monitor. Thus, you will have to purchase one RanCOM and additional lines for it so that the total number of lines RanCOM controls is equal to the number of lines you want to monitor. For example, if you have 5 operators and 3 external lines in your call center, you will have to buy RanCOM and 7 additional lines for it (one line comes together with RanCOM).

Products based on RanСom

In the Rander product family there are programs that work via the RanCOM module. These include:

Rander Outlook Addin
External component for integrating telephony into "1C:Enterprise 7.7" products

For them to run, you will have to purchase the corresponding number of RanCOM modules in addition to these programs.