Telstra TIPT Platform Reference¶

Public Information Compilation — Foundation for Middleware Integration

Prepared for: Supreme Dental Clinics Middleware Project Source: Publicly available information as of May 2025 Purpose: Serve as the foundation document for understanding TIPT capabilities before vendor engagement

1. Platform Overview¶

TIPT (Telstra IP Telephony) is a comprehensive office telephony platform from Telstra, Australia's largest telecommunications provider. It offers a consistent experience across multiple devices and locations.

Key Characteristics: - Cloud-based telephony — IP telephony platform - Multi-site support — Consistent experience across locations - Device agnostic — Desk phones, soft clients, mobile - Self-service management — Web-based management portal - API-enabled — APIs for CRM and business application integration - Microsoft Teams integration — Soft client available - Liberate mobile app — Desk phone features on mobile devices

Target Markets: - Business and Enterprise customers - Multi-site organisations - Hybrid working environments - Contact centres (with add-ons)

2. Core Features¶

2.1 Call Routing & Management¶

Feature	Description
Auto Attendant	Automated call greeting and routing (IVR)
Hunt Groups	Distribute calls across a group of users
Call Pick Up Groups	Allow other users to answer ringing calls
Paging	Broadcast audio to groups of phones
Call Park	Place call on hold, retrieve from another device
Call Forwarding	Redirect calls to another number
Do Not Disturb	Temporarily block incoming calls
Caller ID	Display caller information

2.2 User Experience¶

Consistent experience — Same features across desk phone, soft client, and mobile
Soft client — Software-based phone on computer
Microsoft Teams integration — Make/receive calls within Teams
Liberate mobile app — Full desk phone features on mobile

2.3 Device Support¶

Desk phones (various models)
Cordless handsets
Fax machines
Analog devices (via IADs)
Soft clients (computer)
Mobile app (Liberate)

3. Add-On Modules¶

3.1 Liberate (Mobile Integration)¶

Extends desk phone features to mobile devices
Single number reach — calls ring on both desk and mobile
Seamless handover between devices
Full telephony features on mobile

3.2 Call Recording¶

Record inbound and outbound calls
Storage and retrieval of recordings
Compliance-ready recording capabilities
Critical for middleware — Call recordings can be used for transcription and analysis

3.3 Call Centre¶

Multi-queue support
Agent assignment to multiple queues
Real-time reporting on agent availability
Queue statistics and performance metrics
Supervisor dashboards
Critical for middleware — Queue data can inform staffing and call flow optimisation

3.4 Reception Features¶

Enhanced call handling for reception staff
Multi-site call management

3.5 Microsoft Teams Integration¶

Soft client within Microsoft Teams
Make and receive TIPT calls from Teams
Unified communications experience

4. Integration & API Capabilities¶

4.1 Known Integration Points¶

Based on public information:

Integration	Description	Status
CRM Integration	APIs allow integration with CRM systems	✅ Confirmed
Call Recording API	Programmatic access to recordings	✅ Confirmed
Business Application APIs	General API integration	✅ Confirmed
Microsoft Teams	Native integration	✅ Confirmed
Liberate Mobile	Mobile app integration	✅ Confirmed

4.2 API Capabilities (From Public Info)¶

The Telstra TIPT product page states:

"APIs allow you to integrate call recording, your CRM, and other business applications to further enhance your customer-employee experience."

What this suggests: - REST API access is available - Call recording can be accessed programmatically - CRM integration is supported - Custom business application integration is possible

4.3 Unknown API Details (Requires Vendor)¶

❌ Authentication method (API key, OAuth?)
❌ Rate limits and usage quotas
❌ Webhook support for real-time events
❌ Call Detail Record (CDR) export format and frequency
❌ Real-time call event streaming
❌ API documentation availability
❌ Developer portal access

4.4 Potential Integration Patterns¶

Pattern 1: Call Event Webhooks (Best for Real-time)

Incoming Call → TIPT → Webhook → Middleware → Dentally lookup → Screen pop

Requires webhook support — TBC with vendor

Pattern 2: Call Recording Pull (Best for Transcription)

Call Ends → Recording Available → Middleware pulls recording → Transcribe → Analyse

Confirmed available via API

Pattern 3: CDR Export (Best for Reporting)

Daily/Weekly → CDR Export → Middleware → Analytics Dashboard

Format and frequency TBC with vendor

Pattern 4: CRM Integration (Best for Patient Context)

Caller ID → TIPT API → Middleware → Dentally patient lookup → Context to reception

CRM integration confirmed, specific API TBC

5. Device Support¶

Device Type	Examples
Desk Phones	Various IP desk phone models
Cordless Handsets	DECT cordless phones
Fax Machines	Analog fax support via IAD
Analog Devices	Via Integrated Access Devices (IADs)
Soft Client	Software phone on Windows/Mac
Mobile App	Liberate app (iOS/Android)
Microsoft Teams	Integrated soft client

6. Management & Administration¶

6.1 Self-Service Portal¶

Web-based management portal
User and device management
Call flow configuration
Reporting and analytics
Real-time queue monitoring (with Call Centre add-on)

6.2 Reporting¶

Real-time agent availability (Call Centre add-on)
Queue statistics (Call Centre add-on)
Call recording access
Usage reporting (extent TBC)

7. Pricing & Contract Model¶

7.1 TIPT Complete Calling Plan¶

All active numbers must subscribe to the same plan
Same monthly rate applied to all numbers
12 or 36-month contract terms
Early termination charges apply
Installation and configuration charges apply

7.2 Usage Limits¶

Excessive use defined as >1,200 calls/month from a single service
Telstra may audit usage
Calls outside plan rated at contracted rates

7.3 Contract Considerations for Supreme¶

Current contract term and renewal date (TBC with vendor)
Number of active lines across all clinics
Add-on modules currently licensed (Call Recording, Call Centre, Liberate)
Migration/upgrade options

8. Integration Points for Middleware¶

8.1 Data Flow: TIPT → Middleware¶

Data	Method	Real-time?	Priority	Status
Incoming call notification	Webhook (TBC)	Yes	High	❌ TBC
Caller ID / Phone number	Webhook (TBC)	Yes	High	❌ TBC
Call recording	API pull	After call	High	✅ Confirmed
Call Detail Records (CDR)	Export/API	Batch	Medium	❌ TBC
Agent status	API (TBC)	Yes	Medium	❌ TBC
Queue statistics	API (TBC)	Near real-time	Low	❌ TBC

8.2 Data Flow: Middleware → TIPT¶

Data	Method	Real-time?	Priority	Status
Call routing rules	API (TBC)	On change	Medium	❌ TBC
Patient context to screen	API (TBC)	On call	High	❌ TBC
Click-to-dial	API (TBC)	On demand	Medium	❌ TBC

8.3 Key Integration Requirements¶

Call event webhooks — Real-time notification of incoming/missed/completed calls
Call recording API — Programmatic access to recordings for transcription
CDR export — Regular export of call detail records for analytics
Caller ID lookup — Identify patient from phone number
Click-to-dial — Initiate calls from middleware/dashboard

9. Gap Analysis Template¶

To be completed after vendor engagement and client validation

Capability	Public Info	Vendor Confirmation	Supreme Usage	Gap
Call Recording API	✅ Confirmed
CRM Integration API	✅ Confirmed
Webhooks (real-time events)	❌ Not confirmed
CDR Export	❌ Not confirmed
Liberate Mobile	✅ Confirmed
Microsoft Teams Integration	✅ Confirmed
Call Centre Add-on	✅ Available
Multi-site Management	✅ Supported
Self-service Portal	✅ Confirmed
API Documentation	❌ Not public

10. Reference Links¶

Resource	URL
TIPT Product Page	https://www.telstra.com.au/business-enterprise/products/unified-communications/calling-and-productivity/tipt
Telstra Business Solutions	https://www.telstra.com.au/business-enterprise
Telstra Unified Communications	https://www.telstra.com.au/business-enterprise/products/unified-communications

Note: TIPT does not have publicly available API documentation or a developer portal. Detailed technical information requires engagement with Telstra's TIPT support team.

This document is a compilation of publicly available information. It serves as the foundation for understanding TIPT's capabilities. Gaps identified will be addressed through vendor engagement (Issue #2) and client validation with Grace Tan.

Next step: Assign a staff member to review this document and the linked resources, then update the Gap Analysis section with findings.