Title :
Computer telephony integration and its applications
Author :
Chou, Sheng-Lin ; Lin, Yi-Bing
Author_Institution :
Ind. Technol. Res. Inst., Hsinchu, Taiwan
Abstract :
Computer telephony integration (CTI) enhances the capability and flexibility of the switches or the network end equipment by computer technology. This article introduces the components of CTI such as switch-to-host interfaces, application programming interfaces, and resource architectures. Then we describe two CTI configurations: first-party call control and third-party call control. CTI-based telecommunication services such as unified messaging and call center are described. We also illustrate the Integrated Office Telephony System (IOTS), a CTI system developed at Computer Communication Research Laboratories, which integrates the switch and CTI server on a personal computer platform.
Keywords :
computer telephony integration; switches; CTI-based telecommunication services; Computer Communication Research Laboratories; Integrated Office Telephony System; application programming interfaces; call center; computer technology; computer telephony integration; first-party call control; network end equipment; resource architectures; switch-to-host interfaces; third-party call control; unified messaging; Application software; Communication switching; Communication system control; Computer applications; Computer networks; Switches; Telecommunication computing; Telecommunication control; Telecommunication switching; Telephony;
Journal_Title :
Communications Surveys & Tutorials, IEEE
DOI :
10.1109/COMST.2000.5340718