DSC Tech Library
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.
CTI Glossary (0-A)
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An Ethernet LAN twisted pair wiring
(usually CAT 5) Benefit vs. Ethernet coax LANs’
that are typically one long line looping from one
machine to another. One crash, they all crash.
AA (Automated Attendant): A
device which answers callers and allows them to route
themselves to the appropriate extension.
ACD (Automatic Call Distribution): Caller
directed call routing. Through the AA callers direct
themselves to an agent group. E.g. Sales, service, tech
support, accounting, order, etc.
ANI (Automatic Number
Identification): E.g. a customer calls your
company. Before the call is even connected to your ACD,
ANI presents the calling number to the ACD. Your ACD
captures the calling number, matches the # in your
computer database and matches that # with the profile of
the caller. As the phone is answered a “screen pop”
appears with information about the caller.
API (Application Program
Interface): Is a “hook” into software that
transports data across a network.
ARS (Automatic Route Selection): Another
name for LCR – Least Call Routing.
Autonomous system: A
collection of routers under a single administrative
authority using a common Interior Gateway Protocol for
(Asynchronous Transfer Mode): A
network technology based on transferring data in
packets of a fixed size. The cell used with
ATM is relatively small compared to units used with
older technologies. The small, constant cell size allows
ATM equipment to transmit
video, audio, and computer data over the same
network, and assure that no single type of data hogs the
line. Some people think that ATM holds the answer to the
bandwidth problem, but others are skeptical. ATM
creates a fixed
channel, or route, between two points whenever data
transfer begins. This differs from
TCP/IP, in which messages are divided into
packets and each packet can take a different route
from source to destination. This difference makes it
easier to track and bill data usage across an ATM
network, but it makes it less adaptable to sudden surges
traffic. When purchasing ATM service, you generally
have a choice of four different types of service:
Constant Bit Rate (CBR) specifies a fixed bit
rate so that data is sent in a steady stream. This is
analogous to a leased line.
Variable Bit Rate (VBR) provides a specified
throughput capacity but data is not sent evenly. This
is a popular choice for voice and videoconferencing
Unspecified Bit Rate (UBR) does not guarantee
any throughput levels. This is used for applications,
such as file transfer, that can tolerate delays.
Available Bit Rate (ABR) provides a
guaranteed minimum capacity but allows data to be
bursted at higher capacities when the network is