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 (B-C)
] [ B-C ] [ D-H
] [ I-M ] [ N-Q
] [ R-S ] [ T-Z
BRI (Basic Rate Interface):
ISDN configuration, which consists of two B-channels
that can carry voice or data at rate of 64 Kbps,
and one D-channel, which carries call-control
information. Another type of ISDN configuration is
called Primary-Rate Interface (PRI), which
consists of 23 B-channels (30 in Europe) and one
Broadcast, Multicast, & Unicast:
Broadcast - To simultaneously send the same
message to multiple recipients. Multicast -To
transmit a single message to a select group of
recipients. Unicast -To transmit a single
message to a single recipient.
CAT 3/5: Categories of
cabling levels. 3 = 16MHz, 5 = 200MHz with max. of 100
CDR (Call Detail Recording):
A record generated by customer traffic latter used to
bill the customer for service.
(Classless Inter-Domain Routing): A new
IP addressing scheme that replaces the older system
based on classes A, B, and C. With CIDR, a single IP
address can be used to designate many unique IP
addresses. A CIDR IP address looks like a normal IP
address except that it ends with a slash followed by a
number, called the IP prefix. For example:
18.104.22.168/16 The IP prefix specifies how many
addresses are covered by the CIDR address, with lower
numbers covering more addresses. An IP prefix of /12,
for example, can be used to address 4,096 former Class C
addresses. CIDR addresses reduce the size of routing
tables and make more IP addresses available within
(Committed Information Rate): A specified amount
bandwidth (measured in bits per second) on a
Frame Relay service. Typically, when
purchasing a Frame Relay service, a company can specify
the CIR level they wish. The Frame Relay network vendor
frames not exceeding this level will be
delivered. It's possible that additional traffic may
also be delivered, but it's not guaranteed. Some Frame
Relay vendors offer inexpensive services with a CIR
equal to zero. This essentially means that the network
will deliver as many frames as it can, but it doesn't
guarantee any bandwidth level.
CLEC (Competitive Local Exchange
Carrier): e.g. Choice One, Paetec.
CO (Central Office): Phone
Analog to digital to analog in PBX.
CPE (Customer Premise Equipment):
Just means telephone equipment, key systems, PBX’s
answering machines, etc.
(Carrier Sense Multiple Access w/Collision Detection):
CSMA listens while transmitting to detect collisions. CSMA/CD is a leading control technique for getting onto
and off a LAN. All devices attached to the network
listen for transmissions in progress (i.e. carrier
sense) before starting to transmit (multiple access).
If 2 or more start simultaneously they crash… each backs
off (collision detection) for a different amount of
time, before starting again.)
CSU/DSU (Channel Service Unit/Data
Service Unit): For T1 line.
CTI (Computer Telephony
for connecting a computer to a telephone switch and have
the computer issue the telephone switch commands to move