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 (D-H)
] [ B-C ] [ D-H
] [ I-M ] [ N-Q
] [ R-S ] [ T-Z
(Data Communications Equipment):
communicates with a Data Terminal Equipment (DTE)
(Dial-on-Demand Routing): A
routing technique developed by Cisco that
allows a user to utilize existing telephone lines, or
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.
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
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”, firstname.lastname@example.org,
into numbers, your IP address, 18.104.22.168.
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
(Data Terminal Equipment):
A device that controls data flowing to or from a
computer. The term is most often used in reference to
defined by the
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
the DTE is the computer itself, or more precisely, the
For internal modems, the DCE and DTE are part of the
DTMF (Dual Tone Multiple
Frequency): Fancy name for push button or
Mbps): Same as MBS, European data rate.
EGP (External Gateway Protocols):
An Internet protocol for exchanging routing information
between Autonomous Systems.
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.
of network where bunch of circuits are connected.