Computer Telephony Integration
Computer Telephony
Integration (CTI)
Computer Telephony Integration (CTI) is the technology that brings the best of telephony and computers together - providing powerful and simple productivity enhancements. The combination of the two systems requires a programming link between the phone system and computers that allows data and instructions to be exchanged between the two systems. Panasonic
§Telephony Application Programming Interface (TAPI), and
§Computer Supported Telecommunications Applications (CSTA)
Leveraging these standard CTI interfaces, CTI applications help users get the most out of their phone system. Users can initiate calls via their PC, view Incoming call notification
§1st Party involves direct connection between a Telephone (e.g. Panasonic
§3rd Party requires direct connection between a PBX and a PC running CTI server software. The CTI server communicates directly with the PBX on behalf of the client applications while client CTI applications work in concert with the CTI server resulting in more feature rich applications providing advanced telephony features, using simple mouse 'clicks'. The new Panasonic Phone Assistant software series is based on this 3rd Party CTI technology leveraging CSTA interface.
With its support for Industry Standard CTI interfaces - the
Benefits of CTI
Depending on the type of CTI software that is installed, multiple telephony applications can be implemented to augment business communication capabilities. These include:
§Offices
§Contact Centre - Incoming call display, CRM database integration, Agent
§Hotels - Room availability,
*SMDR: Station Message Detail Recording
TDA Hybrid
IP PBX
CTI Application CTI Application
1st Party CTI | Proprietary | Proprietary | |
Telephone | Telephone | ||
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TDA Hybrid |
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IP PBX |
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CTI |
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Server | CTI Application | CTI Application |
3rd Party CTI | Proprietary | Proprietary |
Telephone | Telephone |