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.

T1: 1.544 Mbs leased line.

TAPI (Telephony Application Program Interface): Allows and simplifies Windows ’95, NT, to program and install telephony devices into many application programs, irrespective of who made it.

TBD: To Be Determined

TCP/IP (Transmission Control Protocol/Internet Protocol): Transmission Control Protocol/Internet Protocol, the suite of communications protocols used to connect hosts on the Internet. TCP/IP uses several protocols, the two main ones being TCP and IP. TCP/IP is built into the UNIX operating system and is used by the Internet, making it the de facto standard for transmitting data over networks. Even network operating systems that have their own protocols, such as Netware, also support TCP/IP. Put another way, it is a networking protocol that provides communication across interconnected networks, between computers with diverse hardware architectures and various operating systems. Over time “TCP/IP” has been used in industry to denote the family of common Internet protocols)

Trunk: A common line between two switching systems. Phone co. connection to PBX’s.

TUI (Telephone User Interface): Like GUI but uses digital phones instead.

UDP (User Datagram Protocol): A connectionless protocol that, like TCP, runs on top of IP networks. Unlike TCP/IP, UDP/IP provides very few error recovery services, offering instead a direct way to send and receive datagrams over an IP network. It's used primarily for broadcasting messages over a network.

VAR (Value Added Resellers): (Organizations that package standard products with software solutions for a specific industry)

VLAN (Virtual LAN): A network of computers that behave as if they are connected to the same wire even though they may actually be physically located on different segments of a LAN. VLANs are configured through software rather than hardware, which makes them extremely flexible. One of the biggest advantages of VLANs is that when a computer is physically moved to another location, it can stay on the same VLAN without any hardware reconfiguration.

VoIP (Voice Over Internet Protocol): Allows devices of disparate manufacture to support voice communications over packet networks such as the Internet. Supports ACD’s and Voice Mail.

VPN (Virtual Private Network): Is a software-defined network offering the appearance, functionality and usefulness of a dedicated private network, at a price savings. In order to operate a company has to purchase leased lines from their carrier.

WAN (Wide Area Network): A computer network that spans a relatively large geographical area. Typically, a WAN consists of two or more local-area networks (LANs). Computers connected to a wide-area network are often connected through public networks, such as the telephone system. They can also be connected through leased lines or satellites. The largest WAN in existence is the Internet.