CTI Computer Telephony Integration

This section of our technical library presents information and documentation relating to Computer Telephony and Computer Telephony Integration software and products. Computer Telephony Integration CTI software is a rich set of phone software library routines that enable application programs to control your phone system. This comprehensive CTI software lets you increase employee productivity, enhance customer service and reduce costs by combining the capabilities of our PACER phone system with the custom functionality of your Windows, Unix or Web applications. Data collected by your phone ACD (Automatic Call Distribution) or IVR (Interactive Voice Response) systems can be passed to your existing PC, Unix or Web applications through our phone software. The PACER predictive dialer can automatically call your customers and pass only connected calls to your agents. With our computer telephony software, your telephone and computer work together to provide cost-saving benefits.

RIP (Routing Information Protocol): A protocol defined by RFC 1058 that specifies how routers exchange routing table information. With RIP, routers periodically exchange entire tables. Because this is inefficient, RIP is gradually being replaced by a newer protocol called Open Shortest Path First (OSPF).

RNA (Ring No Answer): A telephone system with insufficient voice mail ports to extensions. E.g. 4 VM ports to 36 extensions. The result being if more than 4 employees attempt to check, receive and have Auto Attendant operate VM, the system will be down and the customer will get a Ring No Answer or a busy signal.

Router: Developed by Cisco. Are the central switching offices of the Internet. Used by LAN, MAN, WANS’.

SDMF (Single Data Message Format): For caller ID the date, time & calling #. MDMF is the same except adds the callers name.

SLA (Service Level Agreement): Is a contract between an ASP and the end user which stipulates and commits the ASP to a required level of service. An SLA should contain a specified level of service, support options, enforcement or penalty provisions for services not provided, a guaranteed level of system performance as relates to downtime or uptime, a specified level of customer support and what software or hardware will be provided and for what fee.

SMDR (Station Message Detail Recording): Another name for telephone call accounting.

SMTP/POP3 (Simple Mail Transfer Protocol/Post Office Protocol3): Sending email messages via the Internet between servers. E.g., from a SMTP to POP3 server.

SVC (Switched Virtual Circuit): A temporary virtual circuit that is set up and used only as long as data is being transmitted. Once the communication between the two hosts is complete, the SVC disappears. In contrast, a permanent virtual circuit (PVC) remains available at all times.

SVGA (Super Video Graphics Array): 1024 x 768 pixels = 16.7 million simultaneous colors for “true color”!