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 (I-M)
] [ B-C ] [ D-H
] [ I-M ] [ N-Q
] [ R-S ] [ T-Z
IDE (Integrated Development
Environment): Integration of software.
(Internet Control Message Protocol):
An extension to the
Internet Protocol (IP)
containing error, control, and informational messages.
command, for example, uses ICMP to test an
IGP (Internet Gateway Protocol): Used
to exchange routing information collaborating routers in
the Internet. RIP and OSPF are examples of IGPs.
IGRP (Interior Gateway Routing
developed by Cisco Systems, designed to work on
autonomous systems. IGRP is a distance-vector routing
protocol, which means that each router sends all or a
portion of its routing table in a routing message update
at regular intervals to each of its neighboring routers.
A router chooses the best path between a source and a
destination. Since each path can comprise many links,
the system needs a way to compare the links in order to
find the best path. A system such as
only one criteria -
hops - to
determine the best path. IGRP uses five criteria to
determine the best path: the link's speed, delay,
size, loading and reliability. Network administrators
can set the weighting factors for each of these metrics.
ILEC (Incumbent Local Exchange
Carrier): e.g. Frontier.
IMAP (Internet Mail Access
Protocol): Next generation email protocol which
is likely to replace POP for Internet mail servers.
IMAP4 (Internet Mail Access
Protocol 4): Newer version of IMAP, developed in
1987, that is just starting to come out.
IP (Internet Protocol):
Protocol on which the Internet is based. The IP Protocol
is a standard describing software that keeps track of
the Internetwork addresses for different nodes, routes
outgoing messages, and recognizes incoming messages. It
allows a packet to transverse multiple networks on the
way to its final destination.
IPR6 (Internet Protocol version 6): Replaces
32 bits with v6 128 bits.
(Internet Packet eXchange):
used by the
operating systems. Like
IPX is a datagram protocol used for
communications. Higher-level protocols, such as SPX and
NCP, are used for additional error recovery services.
ISA (Industry Standard
Architecture): Most common bus architecture on
the motherboard of MS-DOS computers.
ISDN (Integrated Services Digital
Network): 1. To provide standards for voice,
data, and signaling. 2. All transmission circuits
end-to-end digital. 3. Adopting out-of-band signaling.
4. Increasing bandwidth. Two types, BRI & PRI.
ISP/ITSP: Internet Service
Provider/Internet Telephony Service Provider.
ISV (Independent Software Vendor):
A company that writes and sells Software.
IVR (Interactive Voice Response):
Uses human or synthesized voice for messaging in push
button phone systems. Eg. Main menu, press 2 to… 3 etc.
(Local Area Network):
that spans a relatively small area. Most LANs are
confined to a single building or group of buildings.
However, one LAN can be connected to other LANs over any
distance via telephone lines and radio waves. A
LANs connected in this way is called a
(individual computer ) in a LAN has its own
but it also is able to
anywhere on the LAN. This means that many
can share expensive devices, such as
as well as data. Users can also use the LAN to
communicate with each other, by sending
are many different types of LANs
being the most common for
networks are based on
network system, which is built into Macintosh computers.
following characteristics differentiate one LAN from
The geometric arrangement of devices on the network.
For example, devices can be arranged in a ring or in a
The rules and encoding specifications for sending
data. The protocols also determine whether the network
Devices can be connected by
cables. Some networks do without connecting media
altogether, communicating instead via radio waves.
are capable of transmitting data at very fast rates,
much faster than data can be transmitted over a
telephone line; but the distances are limited, and there
is also a limit on the number of computers that can be
attached to a single LAN.
LEC/CLEC: Local Exchange
Carrier/Competitive Local Exchange Carrier.
A Unix PC operating system that competes
with NT. Is shareware vs. NT is not.
(Moves, Adds & Changes):
For phone systems.
MAC Address (Media Access
Control): Address of a device identified at the
control layer in a network.
MAPI: Messaging Application
MBS: Millions of
bytes/second or Microprocessor Based System.
MIPS (Millions of
instructions/second): Average # of instructions
MDMF (Multiple Data Message
Format): Simply the display of Caller ID inf.
MIME (Multipurpose Internet Mail
Extensions): Standard for including non-text
information in Internet mail supporting the transmission
of mixed media messages across TCP/IP networks.
MIS: Management Information
(Multi-Vendor Integration Protocol): Allows
telephony products from different vendors to
inter-operate within a computer or groups of computers.