search for books and compare prices
Tables of Contents for Computer Telephony Integration
Chapter/Section Title
Page #
Page Count
Introduction
1
6
Executive Summary
7
10
History of Computer Telephony Integration
7
2
Current Trends
9
2
CTI or CT?
11
4
CTI
12
2
CT
14
1
What CTI Is Not
15
2
The Elements of CTI
17
16
CTI in Call Centers
17
1
Personal CTI
18
1
Corporate CTI Outside the Call Center
18
1
CTI in Telephone Company and Carrier Networks
19
1
CTI Architecture
19
5
Third-party CTI
19
3
First-party CTI
22
2
Physical Architecture
24
3
Logical Architecture
27
3
Active and Passive CTI
30
3
Intercomponent Interfaces
33
20
Private Branch Exchange-to-CTI Server Interface
33
8
The Computer Supported Telephony Application Standard
33
2
The Switch-to-Computer Applications Interface
35
1
CallPath
36
1
Telephony Services Application Programming Interface
37
2
The Java Telephony Application Programming Interface
39
1
Telephony Application Programming Interface Version 2.1
40
1
Other Application Programming Interfaces
41
1
Proprietary Protocols
41
1
Audio Circuit-to-Computing Bus Interface
42
4
Multivendor Integration Protocol
42
2
Signal Computing System Architecture
44
1
The Enterprise Computing Telephony Forum's Computer Telephony Framework
45
1
User Relevance
46
1
CTI Server-to-Enterprise Computer System Interface
46
2
CTI Server-to-Desktop Interface
48
2
Handset-to-PC Interface
50
3
Components Using CTI
53
22
Interactive Voice Response Systems
53
5
Interactive Voice Response System with CTI Interface
56
1
Is Interactive Voice Response a CTI Application?
57
1
Telephone Systems
58
3
CTI Interface
60
1
CTI Servers
61
1
PCs
62
1
Predictive Dialers
63
5
Audio Call Recording Systems
68
4
Voice Mail Systems
72
1
Internet Telephony Servers
72
1
Multifunction Components
73
1
Voice Mail, Interactive Video Response, and Audio
73
1
CTI Server and Automatic Call Distributor Management Information System
74
1
CTI Server and Predictive Dialer
74
1
Conclusion
74
1
CTI Applications in the Call Center
75
30
Screen Population
79
2
Caller and Function Identification
81
3
Dialed Number Information Service
82
1
Calling Line Identification
82
1
Interactive Voice Response
82
1
Multiple Language Support
83
1
Screen Data Transfer with Call Transfer
84
3
CTI Server-to-Desktop Interface
85
1
Desktop-to-Host Interaction
86
1
Transfer to a Queue
87
1
Keyboard-intiated and Screen-initiated Dialing
87
1
Semi-automatic Collection of Line-of-Business Codes
88
2
Predictive Dialing
90
5
System-level Integration
93
1
Call Blending
93
2
Call Center/Desktop CTI Products with Predictive Dialing Capability
95
1
PC- and Local Area Network-based Telephone Systems with Predictive Dialing
95
1
Audio Call Recording
95
4
Call Logging
96
1
Call Center Agent Coaching
96
2
Agent Request of Audio Call Recording
98
1
Specific Criteria Recording
98
1
Screen Capture
98
1
Retrieving Recorded Calls
99
1
Call Routing
99
3
Skill-based Routing
99
1
Customer Data-based Routing
100
1
Call Queuing and Interactive Voice Response
101
1
Personal CTI Applications
102
1
A Note on Carrier CTI Applications
103
2
Internet Telephony
105
20
Why Establish an Internet Site?
106
3
Why Use E-commerce?
106
1
E-commerce Products
107
1
An Additional Service Channel
108
1
The Internet and the Public Sphere
109
1
Voice-enabled Internet Sites
110
9
Processing Text Request Forms and E-mail
117
2
Securing E-commerce
119
1
Enterprise Integration
120
2
Effective Internet Site Design
122
3
Call Queuing
125
8
Interleaved Multimedia Queuing
125
1
Call Queuing Control
126
7
CTI Control of Call Queuing
127
1
Private Branch Exchange Control of Call Queing
128
5
Merging Telephone Systems and CTI
133
14
Telephone Systems
134
8
PC-based Telephone Systems
134
5
Local Area Network-based Telephone Systems
139
3
Proprietary versus Open Systems
142
1
Integrating Computer Applications into the Telephone System
143
4
Advantages and Disadvantages of an Integrated System
145
2
Corporate Sector CTI
147
12
CTI Implementation
147
3
Cultural Implications
149
1
CTI Management
150
3
Computing Management
150
1
Telecommunications Management
151
1
Managing a Call Center/Desktop CTI System
152
1
Organizational Integration
153
1
Corporate Non-call Center CTI Applications
153
2
Unified Messaging
153
1
Non-call Center Group Applications
154
1
Alarm Notification
154
1
Access Control
155
1
Case Studies
155
4
Banco Santander
155
1
Cable & Wireless Optus
156
3
Obstacles to CTI Implementation
159
4
Technological Barriers
159
1
Cost
160
1
Organizational Issues
160
1
Misinformation
161
2
The Future of CTI
163
74
CTI Acceptance
163
1
Technology Directions
164
1
Private Branch Exchanges
164
1
PC-based Telephone Systems
165
1
Predictive Dialers
165
1
Audio Call Recording Systems
165
1
Desktop CTI
165
1
Market Directions
165
5
Private Branch Exchanges
166
1
PC- and Local Area Network-based Telephone Systems
167
1
Desktop CTI
167
1
Personal CTI
168
1
Future Differentiation of CTI Offerings
168
2
Potential Applications of Artificial Intelligence
170
2
The Integrated Telephony Architecture Platform
172
3
Integrating Peripherals
173
1
Elements for Achieving Integrated Telephony Architecture
174
1
APPENDICES
A. CTI-capable Products
175
20
Telephone System Suppliers
176
19
B. CTI Product Suppliers
195
42
Bibliography
237
2
Glossary
239