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 WHAT IS CTI ?

Computer Telephony Integration merges voice and data service at a functional level to offer a host of business applications – in essence, linking the telephony switch to the computer. This provides a number of benefits, possibly the most tangible of which is allowing operators to identify customers quickly and access databases in as short a time as possible in order to minimise the waiting time for callers.

CTI is not a product in its own right, but rather a concept, which enables new applications to be developed.

 

The Core Elements of CTI are:

* Database – containing customer information

* Application – the software package controlling call routing and the screen format, for example :-

* Application programme interface (API) is software enabling the computer system to communicate with the automatic call distributor (ACD). The API is a communication link between the proprietary software of the voice switch and the application.

* The CTI link is the actual connection between the two systems. This may take many forms, including Ethernet, Token Ring or Fibre-optic. It carries command and control signals to allow the computer to operate the call handling process

* Voice Switch (ACD) – either "intelligent" or "dump", this system routes calls to the appropriate "agent position" is another term for "operator").

 

An incoming call arrives at the voice switch, the call is identified (caller line identification – CLI) and the information is passed to the application software.

This system routes the call to an appropriate agent position and transfers the relevant data to the screen of the agent as the call is answered.