| slovo | definícia |
computer telephone integration
(foldoc) | Computer Telephone Integration
Computer Telephony
Computer Telephony Integration
CT
(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.
CTI is used in call centres to link incoming calls to computer
software functions such as database look-up of the caller's
number, supported by services such as {Automatic Number
Identification} and Dialled Number Identification Service.
Application software (middleware) can link personal computers
and servers with telephones and/or a PBX. Telephony and
software vendors such as AT&T, British Telecom, IBM,
Novell, Microsoft and Intel have developed CTI services.
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.
CTI can improve customer service, increase productivity, reduce
costs and enhance workflow automation.
IBM were one of the first with workable CTI, now sold as
"CallPath". Callware's Phonetastic is another middleware
product.
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 version for desktop computers
that would allow control of a desktop telephone and assist in
hot desking.
See also Telephony Application Programming Interface.
(2012-11-18)
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| | podobné slovo | definícia |
computer telephone integration
(foldoc) | Computer Telephone Integration
Computer Telephony
Computer Telephony Integration
CT
(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.
CTI is used in call centres to link incoming calls to computer
software functions such as database look-up of the caller's
number, supported by services such as {Automatic Number
Identification} and Dialled Number Identification Service.
Application software (middleware) can link personal computers
and servers with telephones and/or a PBX. Telephony and
software vendors such as AT&T, British Telecom, IBM,
Novell, Microsoft and Intel have developed CTI services.
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.
CTI can improve customer service, increase productivity, reduce
costs and enhance workflow automation.
IBM were one of the first with workable CTI, now sold as
"CallPath". Callware's Phonetastic is another middleware
product.
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 version for desktop computers
that would allow control of a desktop telephone and assist in
hot desking.
See also Telephony Application Programming Interface.
(2012-11-18)
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