CIS Cruise Control is a Windows® 98/NT/2000 application which automates many of the steps required to find and use customer information in the Orcom Solutions, Inc. Enterprise CIS Customer Information System (CIS).
Like the cruise control on an automobile or the auto-pilot on an airplane, CIS Cruise Control works by temporarily taking over individual GUI/400 sessions and operating them for you. Because CIS Cruise Control is a computer program it can respond instantly as each new CIS screen is displayed and can navigate the CIS much faster than would otherwise be possible.
CIS Cruise Control provides push button access to CIS paths and completes automated, multi-screen CIS searches in a fraction of the time required to perform them manually.
Implemented as a Windows 98/NT/2000 tool tray application, CIS Cruise Control is always just a mouse click or key press away.
The flexible telephone automation server included in CIS Cruise Control can be used to interface Orcoms Enterprise CIS with a Computer Telephony Integration / Interactive Voice Response (CTI/IVR) system for even greater savings.
CIS Cruise Controls advanced multi-threaded design makes it possible for it to control up to four GUI/400 sessions at the same time. This opens new possibilities for increased efficiency. For example, while doing follow-up on a customer call on one session, you could have CIS Cruise Control perform a meter search on another session and look up service orders on a third. When the phone rings, CIS Cruise Control is already on the job, looking up the new customers record on a forth session.
Together these ease-of-use and time saving features add up
to one thing...
CIS Cruise Control identifies individual GUI/400 sessions with a unique numbered icon which appears on the GUI/400 title bar and in the Windows task list. The same icons appear as buttons in the bottom corner of the CIS Cruise Control dialog box and can be used to switch from session to session.
When one of these buttons is pressed, the corresponding GUI/400 session is popped to the top of the Windows desktop just behind the CIS Cruise Control dialog box.
To avoid desktop clutter, the application uses only one window, however, internally it maintains four separate sets of data: one for each session being controlled.
The data in the CIS Cruise Control dialog box is automatically swapped to correspond to the newly selected session whenever one of the numbered buttons is pressed. The effect is to have the dialog context and the GUI/400 session "switch" smoothly at the same time.
CIS Cruise Control has nine push buttons which are used to select CIS paths. These buttons can be customized to allow you to automate the paths you use most often.
Its easy to change a path button. Just hold down the Ctrl key while clicking the button. A pop-up dialog appears which allows you to change the CIS path associated with the button, as well as the buttons label and its fly out help tool tip.
The buttons label can be the same as the path name or it can be changed to provide a more descriptive name as shown in the example above.
CIS Cruise Control is always near by. It can be activated at any time by clicking the CIS icon in the Windows tool tray or by pressing a user-defined hot key (a function key or keyboard shortcut). When activated, CIS Cruise Control displays a tabbed dialog box, like the one shown below.
To use CIS Cruise Control:
CIS Cruise Control will take over the selected session, cancel out of the current operation if necessary and then attempt to find a single record which matches the data provided. If multiple records are found which match the search criteria, CIS Cruise Control stops on a CIS search screen which lists all of records that matched.
The S/Orders & Lists tab provides a convenient method for locating service orders, displaying their history and printing local copies. Additional buttons provide quick access to non-customer specific lists in CIS such as the orders to disconnect or final account list.
In a Call Center operation, seconds count! Experience has shown CIS Cruise Control can reduce the time required to respond to a customer call by 30 seconds or more. CIS Cruise Control accomplishes this by automatically controlling a GUI/400 session to locate the customers information as the call is being received.
The application allows you to control many aspects of the CTI/IVR interface, including:
CIS Cruise Control is a 32-bit Windows application built using Microsoft Foundation Classes (MFC) and the Microsoft Visual C++ development environment. The applications object-oriented design employs an object wrapper to encapsulate the GUI/400 interface and a CIS screen class library to localize dependencies on Enterprise CIS versions.
CIS Cruise Control is multi-threaded and executes in 6 Windows threads. A single thread handles the user interface and DDE Server, another thread implements an active GUI/400 session monitor and the remaining four threads control individual GUI/400 sessions.
CIS Cruise Control uses Seagull Business Softwares Open Interface Services for GUI/400 (OIS) application program interface to control up to four GUI/400 RTS sessions on the desktop.
The application uses GUI/400s OIS event notification to maintain synchronization with the CIS host application. Because CIS Cruise Control works with the "green" screens behind the GUI panels, it can respond instantly to each new CIS screen, often seconds before the corresponding GUI panel is even drawn.
CIS Cruise Control provides a flexible CTI/IVR interface implemented as a DDE/Server. The interface allows CTI/IVR software running on the client PC to screen pop a customers account based on CLID (phone number) or account number.
|Computer Telephony Integration / Interactive
|||The appearance of the tabs can be easily changed to: include icons or not; and to appear as buttons or as tabs. A sample of the button format is shown on the first page of this brochure. Many users prefer the button format because, unlike tabs, buttons dont "move around" on the dialogue box.|