from
The Free On-line Dictionary of Computing (8 July 2008)
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 {PBX}es 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}.
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)