CTI applications for Panasonic PBX. Rander vs. Phone Assistant: what to choose?
Introduction
Two main tools of any business man in any organization today are computer and telephone. Computer-telephony integration (CTI) is a set of technologies allowing to link them into a single unified enterprise information-telecommunication system. As a rule of thumb, a company has its own private branch exchange (PBX). Therefore automation of phone communications on the basis of PBX is of most current importance.
Roughly one can define two ways of CTI:
- Integration at single user (subscriber) level
- Integration at the whole call-center (build on company PBX basis) level
Correspondingly the options are:
- Integration with end-user information systems such as contacts in Outlook and other address books)
- Integration with enterprise-level information systems such as corporate CRM and ERP systems, contacts in corporate workflow and collaboration systems, address books in mail servers)
Telephony automation includes a number of specific tasks:
- Outgoing calls automation (Click-to-call)
- Identification of caller at subscriber’s computer (CallerID pop-up)
- Managing subscriber’s user settings
- Real-time call-center status control (monitoring lines and operators workload, interception and reallocation of calls)
- Call statistics and call-center operators’ or subscribers’ work analysis
- Distribution of incoming calls in call-center according to information in the databases (routing by CallerID, number dialed or other call parameters)
- Creation of interactive voice response (IVR) menus based on database information (informing customers on order status, changing information in the database via phone calls etc.)
- Integration of PBX with hotel software
- Integration of PBX with billing systems
- Integration of PC with peripheral devices connected to PBX
Currently in Russia and CIS the Panasonic PBX applications market is divided between the following products and brands:
- "Rander" and "RanCOM" by Ranat Ltd. Established market presence since 2004.
- “Blitz PC Console”, “Caller ID Display”, “TAPI SMDR” by Blitz-Contact Ltd.
- “Fonavox”, since 2006
- “1C-Rarus: Call Center” by 1C-Rarus company
- “WebCTI” by Techno-Soft company
These products appeared and developed in the absence of CTI applications by PBX manufacturer Panasonic. In 2008 official “Phone Assistant” CTI application by Panasonic sales started in Russia. Therefore it ,ay be interesting to take a closer look at Panasonic Phone Assistance’s strengths and weaknesses in comparison with Rander, the most widely-used CTI application in CIS market.
This article provides such an overview.
Phone Assistant vs. Rander
Rander consists of the following components:
- Third-party TSP driver to work with PBX
- Rander Server which is installed at a server and is responsible for connection to the exchange
- The following applications are installed at client computer:
- Rander Client
- RanCom module for integration with third-party applications
- MS Outlook plugin
- External component for “1C:Enterprise”
- Server. Installed at a server and is responsible for connection to the exchange
- The following applications are installed at client computer:
- Phone Assistant Pro, essentially
- PA Status – an application for monitoring and operating other phones
- TAPI TSP – a first-party TSP driver
- MS Outlook plugin
- Main functions
- Subscriber functions
- CRM functions
- Call-center manager functions
- Call-center functions (distributing incoming calls)
- Integration with other systems
- Interface
- Demo mode limitations
- Miscellaneous parameters
- Cost
Subscriber functions
| Function | Rander | Phone Assistant |
| Dialing from address book | + | + |
| Customizable buttons console (DSS) | + | - |
| Missed calls information | At Windows desktop | Main application window |
| Conference call | + | + |
| Hotline | + | - |
| Redirection management | + | + |
| Call pick-up | + | - |
| Alerts | + | - |
| DECT-subscribers management | - | Additional DPT required |
| IP-phones management | + | + |
| Ringtone on incoming call | - | + |
CRM functions
| Function | Rander | Phone Assistant |
| Caller identification in a pop-up window | + | + |
| Comments on calls | + | + |
| Internal messages system | - | + |
Call-center manager functions
| Function | Rander | Phone Assistant |
| Calls log | + | + |
| PBX lines status control | + | + |
| Managing other phones (not the ones to which personal application is set) | + | - |
| Intruding in the conversation | + | + (from PA Status) |
| Call redirection | + | + (from PA Status) |
Call-center functions (incoming calls distribution)
| Function | Rander | Phone Assistant |
| CallerID-based routing | In client or via RanCOM | - |
| Distributing calls in a group | via RanCOM | - |
| Creation of IVR systems | via RanCOM | - |
Integration with other systems
General description| Function | Rander | Phone Assistant |
| Integration type | Connection to RanCom COM-server | Developing 1st-party TAPI application |
| Integration with external database | - | - |
| Collecting SMDR data | + | - |
| Integration with MS Outlook | + | + |
| Integration with 1С | + | - |
| Integration with recording systems | With Olkha("Sprut") boards and "SpRecord" | With TVM systems |
Integration functions
| Function | Rander | Phone Assistant |
| Technology | COM | TAPI |
| Basic call management functions (dial, disconnect, answer) | + | + |
| Caller ID information | + | + |
| CO information | + | + |
| DDI information | - | + |
| Managing several lines | + | - |
| Forwarding, redirection, putting on/off hold | + | - |
| Setting ACD (Automatic Call Distribution) mode for a group | + | - |
| OGM messages playback | + | - |
| Monitoring numbers dialed in tonal mode | + | - |
| Defining a class of service (COS) for a subscriber | + | - |
| Setting an alarm | + | - |
| Setting a waiting message | + | - |
Demo mode limitations
| Function | Phone Assistant Pro/Phone Assistant Pro Trial mode | Phone Assistant Express mode | Rander |
| Contacts | 100 groups, 100 contacts per group | 2 groups, 10 contacts per group | Limited by 20. No groups, but there are comments. |
| Integration with MS Outlook | Yes | No | 1 user |
| Calls log | Unlimited | Last 10 calls | 20 calls only |
| IP Camera Monitor | 4 | 1 | Not supported |
| IP Softphone | Yes | Not supported | Yes |
| Conference calls | Can be established | Only as a participant | Can be established |
Interface
Monitoring lines in Phone Assistant Supervisor
In Phone Assistant Supervisor one can view selected lines status which is also displayed with colorful icons.
Monitoring lines in Rander
Rander allows to monitor PBX lines status in convenient tabular view. Lines status can also be tracked in customizable buttons panel (similar to DSS buttons).
Calls log in Phone Assistant
In Phone Assistant Supervisor it is possible to track calls from lines under supervision.
Calls log in Rander
In Rander all calls are logged. The log can be searched through by any call parameters.
Miscellaneous parameters
| Function | Rander | Phone Assistant |
| Distribution kit size | ~4Mb | ~35Mb client, ~100Mb server |
| Limitations | It is recommended to turn off services that use telephony service. Firebird 1.5 DB is used. Firebird tweaking is needed when DB is used by other applications. | Server connects to PBX via CSTA protocol, no other CTI applications (e.g. TSP driver) can simultaneously connect to PBX |
| Client connections limits | None | 128 Phone Assistant, 5 Phone Assistant Status |
| Hotkeys | 4 | 12 |
| Minimize to tray | + | + |
| Theme selection for client | Only for pop-up messages | - |
Cost
Conclusion
Each of the products described has its own concept and can be positioned in its own way.
Lack of corporate contacts makes using Phone Assistant as a common system significantly harder. Phone Assistant has very limited third-party integration functions and therefore cannot be used to build call-centers with complex incoming calls distribution schemes and voice menus. However besides these disadvantages Phone Assistant is a component of combined communications system based on Panasonic equipment. It can be integrated with Panasonic KX-TVM voice mail, door intercommunication systems and cameras. It has conveniently implemented user functions. In summary, Panasonic Phone Assistant is ideal for automation of an individual user’s telecommunication infrastructure based exclusively on Panasonic equipment.
Rander, on the other hand, is less integrated with Panasonic equipment but provides a wider range of opportunities as a foundation of enterprise call-centers. Rander uses corporate address book and can provide statistics on all PBX lines. Therefore Rander can be used as a basic CRM system, and shared use of contacts leads to non-linear filling of enterprise contacts base. Due to its versatility it context of PBX lines management and monitoring Rander can be used as a light call-center.