Communication Desktop (CDT) and IP Desk Phones

This documentation describes the use of CDT, IP desk phones, multiterminal desktop (MTD), and the external agent function.

The following tables contain the functions that different phone terminals include.

  • x = supported by the phone terminal

  • x1 = supported depending on the manufacturer model of the IP desk phone

  • N/A = not supported by the phone terminal

Table 1. Telephony Functions

Functions

Communication Desktop (CDT)

Communication Desktop (CDT) in MTD Mode

IP Desk Phone

Personal extension number (extension dialing)

x

x

x

Hold and retrieve

x

x

x1

Blind transfer

x

x

x

Consultative call transfer

x

x

x

Call forwarding

x

x

x

Consultation call

x

x

x

Redial

x

x

x1

Quick dialing keys

x

x

x1

Missed, answered and dialed calls

x

x

x1

Voicemail services

x

x

x

Indicator for new voicemail message

x

x

N/A

Server-side recording support

x

x

x

Client-side recording support

x

x

N/A

Conference call

x

N/A

x1

Personal conference call bridge

x

N/A

N/A

Call volume control settings

x

x

x1

Ringback to a busy extension number

x

x

N/A

Call waiting tone

x

x

N/A

Internal messaging tool (messaging and SMS)

x

x

N/A

Call classification (for example for reporting purposes)

x

x

N/A

Internal video calls

x

N/A

N/A

Access to auto-allocation phone queues

x

x

x

Access to hunt group phone queues

x

x

N/A

Access to e-mail and chat queues

x

x

N/A

Attendant/switchboard functionality

x

x

N/A

Manager-assistant functionality

x

x

N/A

Muting calls

x

x

x2

Supervising calls

x

x

N/A

Language settings

x

x

x2

Table 2. Presence and Directories

Functions

Communication Desktop (CDT)

Communication Desktop (CDT) in MTD Mode

IP Desk Phone

Access to Sinch Contact Pro directory information

x

x

N/A

Access to Sinch Contact Pro presence information

x

x

N/A

Local directory entries

N/A

N/A

x2

Personal presence management embedded on the UI

x

x

N/A

Personal presence management via MS Outlook calendar

x

x

x

Personal presence management via IVR service

x

x

x

Caller identification services from directory (BCM/local)

BCM

BCM

local

Table 3. Security

Functions

Communication Desktop (CDT

Communication Desktop (CDT) in MTD Mode

IP Desk Phone

Authentication based on user ID and password

x

x

x

Certificate-based single sign-on

x

x

N/A

Signal protocol encryption (TLS)

x

x

x

Audio stream encryption (SRTP)

x

x

N/A

Restricted extension (for example barring rules)

x

x

x

Https support

x

x

N/A

Administrative settings PIN code protected

N/A

N/A

x

Table 4. Integration

Functions

Communication Desktop (CDT)

Communication Desktop (CDT) in MTD Mode

IP Desk Phone

Server-side or client-side SAP CRM integration

Server

Server

N/A

Server-side or client-side SAP ERP integration

Server

Server

N/A

Call based on MS Office/Outlook data (using the copy-paste function)

x

x

N/A

Call based on MS Office/Outlook data (using the drag-and-drop function)

N/A

N/A

N/A

MS Outlook calendar integration (personal presence management)

x

x

x