Computer telephony integration

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Computer phone integration , also called computer-phone integration or CTI , is a common name for any technology that allows interaction on the phone and computer to be integrated or coordinated. The term is mainly used to describe desktop-based interactions to help users become more efficient, although it can also refer to server-based functions such as automated call routing.

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CTI applications tend to run on users' desktops, or unattended servers.

Common desktop functions provided by the CTI app

Screen display - Displays call information (caller ID (ANI), number dialed (DNIS), and Display appears when answered, with or without using call channel data. business for caller details.
Call - Automatic dialing and calls controlled by the computer (power dial, quick preview, and predictive dialing).
Phone control - Includes call control (answer, close, hold, conference, etc.) and feature controls (DND, call forwarding, etc.).
Transfer - Coordinated phone and data transfer between two parties (i.e., forwarding the Screen with calls).
Call centers - Allow users to sign in as call center agents and control their agent status (Ready, Busy, Not ready, Rest, etc.).

Common server functions provided by the CTI app

Call routing - Automatic routing of calls to new destinations based on criteria usually involves searching the caller's database (ANI) or calling number (DNIS) databases.
Advanced call reporting functionality - Use detailed data originating from CTI to provide better call reporting than normal.
Integration of voice recordings - Using data from CTI to enrich data stored from recorded calls.

With the connection type

Computer phone connections can be divided into two categories:

First party call control: Operates as if there is a direct connection between the user's computer and the phone set. An example is a modem or phone plugged directly into a computer. Normally, only the computer associated with the phone can control it by sending commands directly to the phone and thus this type of connection is only suitable for desktop applications. Computers can generally control all phone functions at the computer user's discretion.

Third party call control: The interaction between computer and telephone random numbers is done through and coordinated by a dedicated phone server. As a result, the server governs which information and functions are available to the user. The user's computer is generally connected to the phone server through the local network.

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History and technology of main CTI

The origins of CTI can be found in a simple display population (or "pop screen") technology. This allows data collected from the phone system to be used as input data to the query database with customer information and fills the data in an instant on the customer service representative screen. The net effect is that the agent already has the required screen in his terminal before talking to the customer.

This technology is beginning to gain widespread adoption in markets such as North America and Western European countries.

There are some standards that have a major impact on the "abnormality" in the industry, which was previously completely enclosed and owned by every PBX/ACD vendor. At the software level, the interface most adopted by the vendor is the CSTA standard, which is approved by the ITU standards body. Other notable CTI standards in industry are JTAPI, TSAPI and BUT: JTAPI, Java Telephony API promoted by Sun; TSAPI, originally promoted by AT & amp; T (later Lucent then Avaya) and Novell; Microsoft encourages their own initiatives as well, and thus TAPI was born, with the support of most of the Windows apps. All these standards require the PBX vendor to write specific drivers, and initially support for this is slow.

Among the key players in this field, Lucent played a big role and IBM acquired ROLM Inc., a US pioneer in ACD, in an effort to normalize all major PBX vendor interfaces with CallPath middleware. This business failed when it sold the company to Siemens AG and gradually divested in the area. The pioneering startup that incorporates voice digitization technology, Token Ring network, and time division multiplexing is ZTEL from Wilmington, Massachusetts. ZTEL's computer-based voice and data network combines user-programmable voice call processing features, protocol conversion for automatic "data call processing" processing, database-based directories and telet definitions, and custom LSI chipset technology. ZTEL ceased operations in 1986.

Two other important players are Digital Equipment Corporation and Tiger Software (now Mondago). Digital Equipment Corporation develops CT Connect that includes vendor abstraction middleware. CT Connect was then sold to Dialogic, which in turn was purchased by Intel. This CTI software, known as CT Connect, was most recently sold in 2005 to Envox Worldwide. The Tiger Software produces the SmartServer suite which is primarily intended to enable CRM application vendors to add CTI functionality to their existing applications with little effort. Later, and after changing their name to Mondago, Tiger Software went on to produce Go Connect server applications, aimed at helping other CTI vendors integrate with the wider phone system.

In 2008, most PBX vendors have aligned themselves behind one or two TAPI, CSTA or TSAPI standards. Supporters of TSAPI are: Avaya, Telrad. The CSTA supporters are: Siemens (now Unite), Aastra, DeTeWe, Toshiba, Panasonic. Majority (see main TAPI article for details) is preferred over TAPI. Some vendors promote proprietary standards: Mitel, Broadsoft, Digium and most hosted platforms. CT Connect and Go Connect thus provide an important translation middle-layer, allowing PBX to communicate in preferred protocols, while applications can communicate using preferred protocols.

Many CTI vendors and early developers have changed hands over the years. An example is Nabnasset, an Acton, Massachusetts company that developed CORBA-based CTI solutions for clients and then decided to make it a common product. It joins Quintus, the customer relationship management company, which went bankrupt and was purchased by Avaya Telecommunications. The smaller organizations also survived the early days and have used their heritage to flourish. However, many of the 1980s startups inspired by the "Bell Breakup" and the upcoming competitive telephony market, have not survived in this decade.

At the hardware level, there has been a paradigm shift since 1993, with standards emerging from the IETF, leading to several new players such as Dialogic, Brooktrout (now part of Dialogic), Natural MicroSystems (also now part of Dialogic) and Aculab offering telephone interfacing boards for various networks and elements.

Until 2011, makers of telephone systems that implement CTI technologies such as TAPI and CSTA. But after this time, the wave of handsets became popularly made independently. The handset will connect to phone systems using standards such as SIP and consumers can easily purchase their phone system from one vendor and their handset from another. However, this situation causes CTI poor quality because the protocol (ie SIP) is not really suitable for third party control.

Thus, handset vendors are beginning to add support for CTI directly. Initially this would be more of a proprietary HTTP method, but in time uaCSTA (aka TR/87) became popular and by 2016 most SIP handsets support uaCSTA control. These include: Snom (first person who pioneered), Yealink, Akuvox, Panasonic, and Aastra.

Computer Telephony Integration: CRM system & Hosted PBX

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External links

Speech Technology/Telephony on Curlie (based on DMOZ)
CSTA User Agent (uaCSTA) - TR/87 - ECMA International

Source of the article : Wikipedia

Computer telephony integration

Jumat, 29 Juni 2018