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A C D E F G H I M N O P R S T U V W X
CA CL CM CS CT CV

CTI

Computer Telephony Integration
Technology that allows interactions on a telephone and a computer to be integrated or co-ordinated. The following functions can be implemented using CTI.
  • Calling Line Information Display (Caller's Number, Number Called, IVR Options)
  • Screen Population on answer, with or without using calling line data.
  • On Screen Dialing. (Fast dial, preview and predictive dial.)
  • On Screen Phone Control. (Ringing, Answer, Hang-up, Hold, Conference etc)
  • Coordinated phone and data transfers between two parties
  • Call Center phone control (logging on; after call work notification)
  • Advanced functions such as call routing, reporting functions, automation of desktop activities, or multi-channel blending of email or web requests
  • See also: IVR

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