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Computer Telephony Integration
Computer-telephony integration, also called computer–telephone integration or CTI, is a general term for technologies that coordinate interactions between telephones and a computers to be coordinated. The term is predominantly used to describe desktop-based applications that improve user efficiency, though it can also refer to server-based functionality such as automatic call routing Routing is the process of selecting a path for traffic in a Network theory, network or between or across multiple networks. Broadly, routing is performed in many types of networks, including circuit-switched networks, such as the public switched .... See also * Automatic number identification (ANI) * Automatic call distributor * Dialed Number Identification Service (DNIS) * PhoneValet Message Center * Predictive dialer * Screen pop * Telephony Application Programming Interface (TAPI) * Telephony Server Application Programming Interface (TSAPI) * Computer-supported telecommunication ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Microsoft Windows
Windows is a Product lining, product line of Proprietary software, proprietary graphical user interface, graphical operating systems developed and marketed by Microsoft. It is grouped into families and subfamilies that cater to particular sectors of the computing industry – Windows (unqualified) for a consumer or corporate workstation, Windows Server for a Server (computing), server and Windows IoT for an embedded system. Windows is sold as either a consumer retail product or licensed to Original equipment manufacturer, third-party hardware manufacturers who sell products Software bundles, bundled with Windows. The first version of Windows, Windows 1.0, was released on November 20, 1985, as a graphical operating system shell for MS-DOS in response to the growing interest in graphical user interfaces (GUIs). The name "Windows" is a reference to the windowing system in GUIs. The 1990 release of Windows 3.0 catapulted its market success and led to various other product families ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
PhoneValet Message Center
PhoneValet Message Center (or, simply, ''PhoneValet'') is a discontinued Mac-based multi-line computer-telephony software application from Parliant Corporation. The application provided computer-telephony functionality including voicemail, call recording, and the maintenance of a call history. The system is a combination of software and hardware. PhoneValet was awarded an Eddy award (Macworld Magazine's editors choice award) for 2006. History PhoneValet was initially released on July 23, 2003 as a system to maintain a list of inbound and outbound calls, including telephone numbers, start and end times and notes. The system also enabled pop-up announcements of incoming callers based on Caller ID, and a spoken announcement of this and ancillary information drawn from a user-maintained address book. Additional functionality included dialing with automatic determination of long distance and calling card codes. This initial version did not allow the telephone to be answered as the har ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Multi-Vendor Integration Protocol
The Multi-Vendor Integration Protocol (MVIP) is a hardware bus for computer telephony integration ( Audiotex) equipment, a PCM data highway for interconnecting expansion boards inside a PC. It was invented and brought to market by Natural Microsystems Inc (now BPQ Communicationser). The MVIP (Multi-Vendor Integration Protocol) is a technology used in the construction of call center equipment utilizing standard PCs. It provides a secondary communications bus within the computer, capable of multiplexing up to 256 full-duplex voice channels, which enables the transfer of voice data between different voice cards. Digital voice, fax, and video data are transmitted over a ribbon cable connected at the top of each ISA or PCI card. MVIP technology allows a PC to function similarly to a small-scale private branch exchange (PBX) system. The protocol accommodated for a variety of expansion boards, including trunk interfaces (usually T1 or ISDN), voice processing boards equipment speech rec ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Computer-supported Telecommunications Applications
Computer-supported telecommunications applications (CSTA) is an abstraction layer for telecommunications applications. It is independent of underlying protocols. It has a telephone device model that enables CTI applications to work with a wide range of telephone devices. Originally developed in 1992, it has continued to be developed and refined over the years. It is often the model that most CTI applications are built on and claim compliance with. It became an OSI standard in July 2000. It is currently being maintained by ECMA International. The core of CSTA is a normalized Call Control model. Additional to the core there are Call Associated features and Physical Device features amongst others. An implementation of the standard need not provide all features, and so Profiles are provided. For example, the Basic Telephony profile provides such features as Make Call, Answer and Clear Connection. History CSTA has seen 3 major revisions to date. * Phase 1 1992 * Phase 2 1994 * Phas ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Telephony Server Application Programming Interface
Telephony Server Application Programming Interface was a computer telephony integration standard developed and promoted by Novell and AT&T. It consisted of a number of call control commands for switching calls, voice mail and call logging using NetWare servers. Unlike the competing Telephony Application Programming Interface from Microsoft and Intel, it was a server-based system that did not expect client-side equipment to handle call switching. This was important to AT&T, which sold large telephone switches that Telephony Server Application Programming Interface was intended to work with. Description Telephony Server Application Programming Interface consisted of two primary parts, the application programming interface itself, and a "telephony service provider" that ran on a server and talked to clients. Novell produced one such provider, "TServer" that ran, unsurprisingly, on NetWare servers. TServer, in turn, talked to a driver specific to the brand of telephony switch being ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Telephony Application Programming Interface
The Telephony Application Programming Interface (TAPI) is a Microsoft Windows API, which provides computer telephony integration and enables PCs running Microsoft Windows to use telephone services. Different versions of TAPI are available on different versions of Windows. TAPI allows applications to control telephony functions between a computer and telephone network for data, fax, and voice calls. It includes basic functions, such as dialing, answering, and hanging up a call. It also supports supplementary functions, such as hold, transfer, conference, and call park found in PBX, ISDN, and other telephone systems. TAPI is used primarily to control either modems or, more recently, to control business telephone system (PBX) handsets. When controlling a PBX handset, the driver is provided by the manufacturer of the telephone system. Some manufacturers provide drivers that allow the control of multiple handsets. This is traditionally called "third-party control". Other manufacturer ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Screen Pop
Screen pop is a call centre term that refers to the feature of a computer telephony integration (CTI) which automatically displays customer information via a window or dialog box on an agent's computer upon answering a customer's call. For ''inbound'' calls, the data displayed typically contains call information such as: * Caller ID (CID) * Automatic number identification (ANI) * Dialed Number Identification Service (DNIS) * Information entered from an Interactive voice response (IVR) system. * Extended information derived from one of the above. For example, the CTI system looking up in a database an order the caller just entered in an IVR, and displaying that order's information to the agent. For ''outbound'' calls, the data displayed typically contains information that was sent to the outbound dialer as part of the customer call record. See also * Computer telephony integration Computer-telephony integration, also called computer–telephone integration or CTI, is a ge ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Predictive Dialer
In computer telephony an automatic dialler (shortened to an auto-dialler or more simply in context just a dialler, and also known as an outbound dialler) is a computer system that makes outgoing calls from a call centre to customers from call agents based upon a loaded list of contacts. Whereas automatic call distribution (ACD) distributes ''inbound'' calls to a call centre amongst its agents, an auto dialler makes ''outbound'' calls and comes in several forms. Auto diallers are responsible for providing management information to call centre operators, including how many outbound calls each agent has handled. In more sophisticated computer telephony systems, a single system handles both ACD of inbound calls and dialling of outbound calls, allowing agents to be switched between the two as traffic volumes require. In their earlier forms, diallers would be proprietary standalone systems that connected directly to a private branch exchange or even to the public switched telephone net ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Dialed Number Identification Service
Dialed Number Identification Service (DNIS) is a service offered by telecommunications companies to corporate clients which identifies the originally dialed telephone number of an inbound call. The client may use this information for call routing to internal destinations or activation of special call handling. For DNIS service, the telephone company sends a sequence of typically four to ten digits during call setup. Direct inward dial (DID) service also provides DNIS. For example, a company may have a different toll-free telephone number for each product line it sells, or for multilingual customer support. If a call center is handling calls for multiple product lines, the corporate telephone system that receives the call analyzes the DNIS signaling and may play an appropriate recorded greeting. For interactive voice response Interactive voice response (IVR) is a technology that allows telephone users to interact with a computer-operated telephone system through the use of v ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Telephone
A telephone, colloquially referred to as a phone, is a telecommunications device that enables two or more users to conduct a conversation when they are too far apart to be easily heard directly. A telephone converts sound, typically and most efficiently the human voice, into electronic signals that are transmitted via Electrical cable, cables and other communication channels to another telephone which reproduces the sound to the receiving user. The term is derived from and (, ''voice''), together meaning ''distant voice''. In 1876, Alexander Graham Bell was the first to be granted a United States patent for a device that produced clearly intelligible replication of the human voice at a second device. This instrument was further developed by many others, and became rapidly indispensable in business, government, and in households. The essential elements of a telephone are a microphone (''transmitter'') to speak into and an earphone (''receiver'') which reproduces the voice a ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Automatic Call Distributor
An automated call distribution system, commonly known as automatic call distributor or automatic call dispatcher (ACD), is a telephony device that answers and distributes incoming calls to a specific group of terminals or agents within an organization. ACDs direct calls based on parameters that may include the caller's telephone number, the number they dialed, the time of day or a response to an automated voice prompt. Advanced ACD systems may use digital technologies such as computer telephony integration (CTI), computer-supported telecommunications applications (CSTA) or IVR as input to determine the route to a person or voice announcement that will serve the caller. Experts claim that "the invention of ACD technology made the concept of a call centre possible." Background A Private Branch Exchange (PBX) is a telephone exchange device that acts as a switchboard to route phone calls within an organisation. This technology developed into Automated Call Distribution systems using ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
Automatic Number Identification
Automatic number identification (ANI) is a feature of a telecommunications network for automatically determining the origination telephone number on toll calls for billing purposes. Automatic number identification was originally created by the American Telephone and Telegraph Company (AT&T) for long distance service in the Bell System, eliminating the need for telephone operators to manually record calls. Modern ANI has two components: information digits, which identify the class of service, and the calling party billing telephone number. The term is also used to describe the functions of two-way radio selective calling that identify the transmitting user. ANI is distinct from newer caller ID services, such as call display, which are solely for informing a subscriber. Toll-free telephone numbers Modern toll-free telephone numbers, which generate itemized billing of all calls received instead of relying on the special fixed-rate trunks of the Bell System's original Inward W ... [...More Info...] [...Related Items...] OR: [Wikipedia] [Google] [Baidu] |
