Computer Telephony Integration (CTI)

A comprehensive and practical introduction to
Computer Telephony Integration and related technologies
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Course benefits
 Telephones and computers are the two most important IT elements in virtually all organisations, yet in most cases they operate in complete isolation.

Computer Telephony Integration is now a well-established area of IT, and will continue to revolutionise the way organisations interact with their customers and suppliers.

The use of CTI technologies is spreading from the traditional Call Centres to much smaller organisations, down to the departmental level, since complete and effective CTI solutions can now be obtained for as little as £1000.

This vendor-independent course provides an essential coverage of CTI technologies, the markets, vendors, products and their operation.

In-class Demos
 The course incorporates CD-based demonstrations of a selection of CTI tools and products.

Who should attend?
This course is essential for all staff who will evaluate, plan, install, configure, administrate or support CTI products and systems.

Pre-requisites
Delegates must have a good understanding of telephone systems, networks and standards prior to attending. Course 381: Introduction to Telephony, is recommended.

Course 383: Content

Introduction
What is Computer Telephony Integration?
The need and the market for CTI
Benefits and opportunities
Current market trends
Typical ACD/PBX call features

CTI Concepts
Traditional approaches
Computerised call setup
Basic CTI Functions
First and Third Party call control
Voice messaging
Dual-mode voice and data modems
Integrated Services Digital Networks
Voice Processing
Interactive Voice Response (IVR)
Voice Mail systems (V-mail)
E-mail Voice gateways (text to speech)
Fax services: Fax store, FaxBack
Automatic Call Distributors (ACD)
Predictive Dialers (PD)
Screen Popping

Current CTI Solutions
CTI Interconnect Models
CTI, ACD/PBX Systems and Call Control
Programmable stand alone computer call control
Distributed Switching Call Control
CTI standards
ECTF framework
ECTF CT standards
Computer Supported Telephony Applications (CSTA)

Building CTI solutions
Technical requirements for CTI
CTI hardware and software products
Overview of software systems used with CTI
CTI Programming with:
Visual Basic, VOS

Basic CTI Programming
Concepts of the Applications Programming Interface (API)
Interactive demonstration of a simple programme development using a generic Windows API
APIs for CTI:
Telephony API (TAPI)
Java TAPI (JTAPI)
Services Programming Interface (SPI)
Application Generators
Application Packages
Bolt on Tools

Developing the CTI User Interface
Objective task analysis
User friendly thinking
Tools to help

Planning a CTI system
Task considerations
User considerations
Technical considerations
Vendor offerings
Case studies

CTI system design exercise

Future CTI developments
Impact of IP
Useful sources of information
Glossary of Terms


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