computer telephony integration

1 definition found

computer telephony integration - Free On-line Dictionary of Computing (26 May 2007) :

  Computer Telephone Integration
  Computer Telephony
  Computer Telephony Integration
  CT
  
     <communications> (CTI or "- Telephony -") Enabling computers
     to know about and control telephony functions such as making
     and receiving voice, fax, and data calls, telephone
     directory services, and caller identification.  The
     integration of telephone and computer systems and is a major
     development in the evolution of the automated office.
  
     CTI is not a new concept - such links have been used in the
     past in large telephone networks - but only dedicated call
     centres could justify the costs of the required equipment
     installation.  Primary telephone service providers are now
     beginning to offer information services such as Automatic Number Identification
      and Dialled Number Identification Service
      on a scale wide enough for its implementation to
     bring real value to business or residential telephone usage.
     A new generation of applications (middleware) is being
     developed as a result of standardisation and availability of
     low cost computer-telephony links.  This can link personal computers
      with telephones and/or a local area server with a
     PBX.  Leading telephony and software vendors such as
     AT&T, British Telecom, IBM, Novell, Microsoft and
     Intel are developing better telephony services and
     capabilities which should eventually enable low cost CTI.
  
     The main CTI functions are integrating messaging with
     databases, word processors etc.; controlling voice, fax,
     and e-mail messaging systems from a single application program
     ; graphical call control - using a graphical user interface
      to perform functions such as making and receiving
     calls, forwarding and conferencing; call and data
     association - provision of information about the caller from
     databases or other applications automatically before the call
     is answered or transferred; speech synthesis and speech recognition
     ; automatic logging of call related information
     for invoicing purposes or callback.
  
     Typical productivity benefits are improved customer service;
     increased productivity; reduced costs; enhanced workflow
     automation; protected investment in computers and telephony;
     computerised telephony intelligence.
  
     IBM were one of the first with workable CTI, now sold as
     "CallPath".  Callware's Phonetastic is typical of the new
     breed of middleware.
  
     CTI came out of the 1980s call centre boom, where it linked
     central servers and IVRs with PBXes to provide call
     transfer and screen popping.  In the 1990s, efforts were
     made by several vendors, such as IBM, Novell TSAPI and
     Microsoft TAPI, to provide a desktop version that would
     allow control of a desktop telephone and assist in hot desking
     .
  
     Desktop CTI was made obsolete by the mobile phone revolution,
     e-mail and, above all, VoIP, and CTI has never advanced
     outside the call centre.
  
     See also Telephony Application Programming Interface.
  
     (2003-12-04)