Panasonic KX-TDA manual Computer Telephony Integration CTI, Benefits of CTI

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 KX-TDA PBXs support CTI integration via the two mature industry standards:

§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 (Screen-pop), integrate with Customer Relationship Management (CRM) databases, and much more. There are two types of CTI configurations possible

§1st Party involves direct connection between a Telephone (e.g. Panasonic KX-T7636/T7633) and PC (using optional KX-T7601 USB interface). Basic CTI applications such as Microsoft Dialler, Outlook and others readily available can be used. Panasonic KX- TDA0350 PC Phone and KX-TDA0300 PC Console are examples of advanced 1st Party CTI applications supporting "Screen Pop", CRM, and Call Recording features.

§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 IP-Enabled Panasonic TDA PBX can support a large number of software applications ranging from the standard "Screen Pops" to integrating Customer Relationship Management (CRM) systems and many more - all designed to intelligently and efficiently handle your business calls.

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 -Incoming call display (Screen Pop), Busy caller display, Call accounting using SMDR* etc.

§Contact Centre - Incoming call display, CRM database integration, Agent Log-in/Log out etc.

§Hotels - Room availability, check-in/check out, Billing etc.

*SMDR: Station Message Detail Recording

TDA Hybrid

IP PBX

CTI Application CTI Application

1st Party CTI	Proprietary	Proprietary
	Telephone	Telephone
TDA Hybrid
IP PBX
CTI
Server	CTI Application	CTI Application

3rd Party CTI	Proprietary	Proprietary
	Telephone	Telephone