Computer Telephony Integration (CTI)
With support for industry standard CTI interfaces, IP enabled PBX systems can support a large number of software applications ranging from standard "Screen Pops" to integrated Customer Relationship Management (CRM) systems and many more, all designed to intelligently and efficiently handle your business’s calls.
Computer Telephony Integration is the technology that brings together the best features of telephony and computers, providing powerful and simple productivity enhancements. The combination of the two systems requires a programming link between the phone system and computers to allow data and instructions to be exchanged between the two. HBT Communications provides systems that will support CTI integration via two mature industry standards:
- Telephony Application Programming Interface (TAPI) and
- Computer Supported Telecommunications Applications (CSTA)
By leveraging these standard CTI interfaces, CTI applications help users maximise the potential of their phone system. Users can initiate calls via their PC, view incoming call notification (screen pop), integrate with Customer Relationship Management (CRM) databases, and much more.
There are two types of CTI configurations possible:
1st Party involves direct connection between a telephone and PC. Basic CTI applications such as Microsoft® Dialler, Outlook and other readily available applications may be used.
3rd Party requires a direct connection between the PBX and a PC running CTI server software. The CTI server communicates directly with the PBX on behalf of the client applications, whilst client CTI applications work in conjunction with the CTI server. This results in feature rich applications providing advanced telephony features using simple mouse clicks. The new Panasonic Phone Assistant software series is based on this 3rd Party CTI technology leveraging CSTA interface.
