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Getting started
About this guide
Welcome
Communication Control Toolkit helps you implement Computer Telephony
Integration for installed and browser-based client integrations. It delivers a
single cross-portfolio multi-channel API that facilitates the integration of contact
center, knowledge worker, and self-service solutions with your client
applications. These client applications can be simple software phones, agent
telephony toolbars with screen pops, intelligent call management applications,
and so on.
Computer Telephony Integration
Computer Telephony Integration (CTI) describes an environment where
telephony systems and computer systems interact with each other. This
interaction can take many forms, including Interactive Voice Response (IVR),
computer controlled call routing, call recording, predictive dialing, client
desktop integration, and so on.
Most CTI applications support one or both of the following functions:
control of telephony communications, such as
Make call
Answer call
Route call
Transfer call
monitoring of telephony communications, such as
Pop an application screen when an inbound call arrives
Record call statistics
As the boundary between computer and telephony systems becomes more
blurred, the telephony platform is evolving to become a more integrated part of a
broader communications infrastructure that, among others, includes voice,
e-mail, instant messaging, and video.
10
Standard 5.01
Communication Control Toolkit
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