Computer Telephony Integration

Overview/Description
To explain CTI and related concepts and to provide guidance on CTI implementation

Target Audience
Managerial and operational staff

Prerequisites
A general knowledge of voice and data networking

Expected Duration
360 Minutes

Objectives:

Computer Telephony Integration

  • define CTI and discuss its development.
  • explain the evolution of computer telephony and the forces involved.
  • describe the applications of CTI in a contact center environment and the resulting benefits.
  • identify factors that have influenced the development of computer telephony and the benefits that computer telephony can have in a business environment.
  • describe computer telephony messaging components including voice mail, interactive voice services, fax services, and unified messaging.
  • describe intelligent outbound-dialing systems and the consequences of their implementation.
  • explain how speech recognition and text-to-speech applications enhance computer telephony integration.
  • identify and describe key computer telephony integration services.
  • identify computer telephony integration solutions for specific business communications requirements.
  • describe technologies that enable computer telephony integration.
  • discuss the purpose and function of TAPI in the Windows environment.
  • discuss the benefits of Windows as a computer telephony platform and the enhanced features in TAPI 3.0.
  • discuss the development and functioning of the APIs developed by Novell and Sun.
  • identify the technologies underlying computer telephony software applications.
  • describe the UnPBX including its applications, its implementations, and its advantages over traditional PBXs.
  • discuss the development of computer telephony in terms of the industry standards and the companies and organizations that are developing them.
  • identify alternatives to legacy telephone equipment and assess industry standards for computer telephony equipment.
  • identify a CTI system's elements, the differences between CTI configurations, and relevant communications standards.


    • Course Number: 73383_eng