2001-07-03
org.kosen.entty.User@7f1733bf
강지훈(kosen1)
첨부파일
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This report examines the integration of computing and telephony at both the system and application levels. Most computer telephony integration(CTI) applications require integration, and integration between the switch and the computer is only one element of CTI-related technology. Therefore, this report does not use the term computer telephony, which implies an inherent integration and de-emphasizes the need for addressing integration.
This report examines CTI applications used by call center agnets that integrate computing and telephony, including the use of CTI by predictive dialing and audio call recording. Neither application requires CTI to function, but both can use CTI to provide superior functionality.
This report is designed to benefit implementers and suppliers by elucidating user challenges and sorting through the abundance of misinformation and products related to CTI. This report is divided into 11 chapters
1. Executive Summary
2. The Elements of CTI
3. Intercomponent Interfaces
4. Components Using CTI
5. CTI Applications in the Call Center
6. Internet Telephony
7. Call Queuing
8. Merging Telephone Systems and CTI
9. Corporate Sector CTI
10. Obstacles to CTI Implementation
11. The Future of CTI
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