CTI, IVR and Multi-media Messaging - Defined
By Mike and Pam Dailey
Computer Telephony Integration (CTI)
Computer Telephony Integration (CTI) is a combination of hardware and software enabling a telephone system and computer system to be linked and integrated. A communications link may be used to control the flow of calls, initiate calls from computers, or control functions on a computer screen. Several examples of CTI applications are CTI screen dialing and CTI "screen pop".
CTI Screen Dialing
CTI screen dialing provides the computer user who has applications that store telephone numbers, (e.g. personal information managers or other databases) the ability to initiate a telephone call by clicking on a telephone number on the computer screen. The CTI system links the screen activity to the telephone system so that the users telephone goes "off hook" and dials the selected telephone number. CTI screen dialing is often used to facilitate outbound dialing, eliminating large add-on modules used for this purpose.
CTI Screen Pop
CTI "screen pops" create a trigger to computer applications from inbound calls. The computer application might be related to the phone number of the calling party or to information entered into an IVR attached to the system. The CTI system can populate fields in computer applications which when accessed react automatically to the calling party, e.g. switches to the account file for the calling party, etc.
Interactive Voice Response (IVR)
An Interactive Voice Response unit (IVR ) contains hardware and software to provide callers with the ability to enter information through their telephone key pad when prompted by programmed voice scripts stored in the IVR. The IVR is usually attached to the telephone system with voice lines and connected to computer systems through a LAN connection which may also be integrated into the CTI system. A standard access prompt used with an IVR is the caller's account number. Then the IVR can access database information and through voice scripting give the caller the requested information. The IVR can be used to collect information from the caller and then through the CTI system transfer the call to a telephone and initiate a "screen pop" on the computer associated with the telephone.
Multi-media Messaging
Multi-media messaging is the integration of voice mail, e-mail and fax applications into one messaging display and control. When viewing the multi-media messaging application on the screen of a computer, the voice mail, e-mail, and fax messages are all displayed together. The integrated messaging computer application can play the voice mail messages and the user may control their voice mail box with controls presented on the computer screen. When accessing the voice mail box from a telephone, the voice mail system can notify the user of e-mail messages and on some systems actually play the headers and/or body of the of the e-mail message text using text-to-speech technology.
If you require assistance with implementation of CTI, IVR and Multi-media Messaging, please contact Mike or Pam Dailey at (770) 458-3411 or email pdailey@tectelsolutions.com
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