There are two parts to the rostrvm Keys product:
| • | Keys configuration - a simple GUI front-end used to configure the applications, associated application events and resulting keystrokes; |
| • | Keys client - a client application which must be present on each client workstation. |
Keystrokes and Applications
In response to rostrvm (and other) events, rostrvm Keys is configured to pass keystrokes into a Windows application. These keystrokes may include data from dialling lists (outbound), or call related data (inbound and outbound) and can be configured to trigger different keystrokes sequences for different applications. Delays may also be configured to allow the business application time to respond to the keystrokes sent.
Typically, the keystrokes will be a combination of keys to navigate to a particular screen and/or screen field before sending specific business data in order to perform a record search or to complete a record.
Use with rostrvm OutBound
The rostrvm Keys application can respond to the events produced by the rostrvm OutBound dialler.
This enables dialling list information to be passed into a business application in response to a dialling contact, typically causing a customer record to be retrieved from a local mainframe database.
In this way, the following types of data can be passed into an application window on the agent's desktop:
| • | The dialling list account number. |
| • | The telephone number dialled. |
| • | The post code from the dialling list. |
| • | The customer name from the dialling list. |
| • | Any of the data fields in the dialling list. |
Other events
The rostrvm Keys application can respond to client events such as hot keys or menu selections from the system tray icon. This is particularly used where the transfer of data to the application needs to be coordinated with client actions rather than the telephony action allowing, for example, the agent to finish a background task before answering an inbound call. Or using keys to transfer information from an application to rostrvm MIS at the end of call wrap up.