Computer-telephony integration, also called computer–telephone integration or CTI, is a general term for technologies that coordinate interactions between
telephones
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 ...
and a
computers
A computer is a machine that can be programmed to automatically carry out sequences of arithmetic or logical operations ('' computation''). Modern digital electronic computers can perform generic sets of operations known as ''programs'', ...
to be coordinated. The term is predominantly used to describe
desktop
A desktop traditionally refers to:
* The surface of a desk (often to distinguish office appliances that fit on a desk, such as photocopiers and printers, from larger equipment covering its own area on the floor)
Desktop may refer to various compu ...
-based applications that improve user efficiency, though it can also refer to server-based functionality such as automatic
call
Call or Calls may refer to:
Arts, entertainment, and media Games
* Call (poker), a bet matching an opponent's
* Call, in the game of contract bridge, a bid, pass, double, or redouble in the bidding stage
Music and dance
* Call (band), from L ...
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
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 Am ...
(ANI)
*
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 organiz ...
*
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 ...
(DNIS)
*
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 r ...
*
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 ag ...
*
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 ''inb ...
*
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 diffe ...
(TAPI)
*
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 ...
(TSAPI)
*
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 rang ...
(CSTA)
*
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 Microsy ...
References
External links
User Agent CSTA (uaCSTA) - TR/87 - ECMA International
{{Telecommunications
Telephone service enhanced features