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.

DCE (Data Communications Equipment): A device that communicates with a Data Terminal Equipment (DTE) device in RS-232C communications. See DTE for more information.

DDR (Dial-on-Demand Routing): A routing technique developed by Cisco that allows a user to utilize existing telephone lines, or public circuit-switched networks, to form a WAN instead of lines that are dedicated specifically to the WAN. DDR is typically implemented by users that do not need permanent, continuous links between sites on the WAN because the volume of traffic over the WAN is low and the transmissions are periodic as opposed to continuous. The connection only becomes active when data is sent to the remote site. When no data has been sent over the link for a specified amount of time, the link is disconnected. Using DDR, a connection between sites is only established when a specific type of traffic initiates the call or when you a backup link is needed for redundancy or load sharing. DDR is used in order to save on the costs of a dedicated WAN line for organizations that do not need permanent continuous connection and as a back-up by organizations that use the dedicated line for critical applications.

DHCP (Dynamic Host Configuration Protocol): Allows a server to dynamically assign IP addresses to nodes (workstations) on the fly.

DID (Direct Inward Dialing): Allows caller directly into a company bypassing either the operator or the AA.

DLCI (Data Link Connection Identifier): A Frame Relay term defining a 10-bit field of the Address Field. Specifies what logical circuit to route the date over.

DNA/OSI (Digital Network Architecture/Open Systems Interconnection): The framework that DEC Corp. designs & develops its communications products with that incorporates OSI. OSI is the only framework of standards for communications between different systems made by different vendors.

DNIS (Dialed Number Identification Service): Allows one trunk group to service multiple applications. E.g. Two different companies on same phone system allows operator to answer based on number called.

DNS (Domain Name Server): A computer on the Internet that contains the programs and files that make up a domain name database. E.g. translates letters, your “domain name”, joe@usa.com, into numbers, your IP address, 111.222.3.44.

DSL (Digital Subscriber Line): 4 copper wires that service up to eight different users. Can carry both voice, data, call data and customer data at the same time.

DSP (Digital Signal Processor): A specialized digital micro-processor that performs calculations on digitized signals that were originally analog (e.g. voice) and then sends the results on.

DTE (Data Terminal Equipment): A device that controls data flowing to or from a computer. The term is most often used in reference to serial communications defined by the RS-232C standard. This standard defines the two ends of the communications channel as being a DTE and Data Communications Equipment (DCE) device. In practical terms, the DCE is usually a modem and the DTE is the computer itself, or more precisely, the computer's UART chip. For internal modems, the DCE and DTE are part of the same device.

DTMF (Dual Tone Multiple Frequency): Fancy name for push button or Touch-tone dialing.

E1 (2.048 Mbps): Same as MBS, European data rate.

EGP (External Gateway Protocols): An Internet protocol for exchanging routing information between Autonomous Systems.

Ethernet: A LAN for connecting computers, printers, servers, workstations, terminals, etc. within the same bldg. or campus.

Extension: Allows 2 or more locations to be served by same phone line or group.

FSK (Frequency Shift Keying): Modulation technique for sending 1’s & O’s over phone lines by varying modulation tones for letters.

GUI (Graphical User Interface): A generic name for any computer interface that substitutes graphics for characters.

Hub: Point of network where bunch of circuits are connected.