Computer
telephony integration, also referred to as CTI, is technology that
allows interactions on a telephone and a
computer to be integrated or co-ordinated.
The following functions can be implemented using CTI.
Calling Line Information Display (Caller's Number, Number Called,
IVR
Options)
Screen Population on answer, with or without using calling line data.
On Screen Dialling. (Fast dial, predictive dialling.)
On Screen Phone Control. (Ringing, Answer, Hang-up, Hold, Conference etc.)
There are 2 form of CTI.
First Party Call Control
First Party Call Control is the easiest to implement. This requires a
connection between the computer and the telephone. Effectively the computer
has a telephone built into it. Only the computer associated with the phone
can control it. The computer can control all the functions of the phone,
normally at the computer user's direction.
Third Party Call Control
Third Party Call Control is more difficult to implement and often
requires a dedicated Telephony Server to interface between the Telephone
Network and the Computer Network. Information about a phone call can be
displayed on the corresponding computer workstation's screen while
instructions to control the phone can be sent from the computer to the
telephone network. Any computer in the network has the potential to control
any phone in the telephone system. The phone does not need to be built into
the computer, and may only need to have a microphone and headset in the
circuit, without even a keypad, to connect to the telephone network.
