Definicja Computer Telephony Integration

Co znaczy COMPUTER TELEPHONY INTEGRATION:

The computer software that connects a telephony switch to a computer.

Computer Telephony Integration (CTI) allows:

Call-attached data

Examples include: Automatic Number Identification (ANI), Dialed Number Identification Service (DNIS) or Interactive Voice Response (IVR) information.

Call processing using a Graphic User Interface (GUI) on a computer screen instead of telephone hardware Different channels such as voice, e-mail and paging to be controlled from one application Automatic logging of call-related information

Example

A call comes into a call center that uses CTI. The switch identifies the caller ID and sends it via CTI to the computer system, which looks up the number and sees that it belongs to Jack Smith. The system then sends the available information about Jack Smith along with the call to an agent's workstation. The agent can answer and process the call right from the computer screen.