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Computer
Telephony
Computer
Telephony is a general term which encompasses many ideas associated
with both computers and telephones. If you ever come across a computer
which is helping to perform some form of telephony task then it
may be classed as Computer Telephony.
IVR
(Interactive Voice Response)
- A broad term which relates to any system where the caller interacts
with an automated service from a simple call routing system right
through to a complex telephone banking system. Example: College
staff write exam results into a database. Students can then ring
in, enter their identification number and hear their results.
CTI
(Computer Telephony Integration)
- The convergence of Voice and Data Technology implies that the
telephone and the office computer effectively become one device.
This means, for example, that caller information obtained from an
IVR system or database can pop up on the screen of the called party,
making call handling more efficient. Example: An incoming caller
requests technical support. However, the call routing system detects
that the caller's account is overdue and is automatically routed
to the accounts department at which point the caller's account details
appear on the screen of the called party while the phone is ringing.
VoiceMail
- The process of sending and retrieving voice messages when not
available to take a telephone call. This may relate to a single
office telephone extension right through to an entire cellular network
company
Automated
Attendant
- An automatic IVR call routing system, saving phone receptionist
costs and callers' time. Example: Caller rings in and hears a message
'Press 1 for Technical, 2 for Sales..' etc.
ACD
(Automatic Call Distribution)
- Call Centre staff can log in to retrieve calls using their PC
and the system decides who should receive it. This may depend, for
example, on who is calling or which Call Centre agent has been idle
the longest .
CT
in a PC environment
Several
developments have made implementation of CT in a standard PC environment
very simple. Firstly, the introduction of digital signal processors
(DSPs) which enable the voice card inside the PC to comprehend and
deal with digital signalling - in essence, replacing the telephone.
Secondly, Introduction to Computer Telephony advances in the Microsoft
Windows operating environment have facilitated the introduction
of simple but sophisticated development tools for PC-based CT. As
a result, a PC can take over many functions that previously required
human intervention via a switchboard, for example: connecting calls,
call routing, verifying collect call charges, telemarketing, dialling
and sending faxes and providing verbal information from a database.
How
CT fits in with your Company Phone System
CT
applications are connected to either your company PABX (Private
Access Branch eXchange) or a PSTN (Public Services Telephone Network)
and voice data is then processed via the voice-card inside your
CT PC server.
When
running a CT application, the API (application programming interface)
translates commands from the CT application and passes those commands
to the device driver, which accesses the voice processing board.
Application
Development Computer Telephony (CT) is no longer restricted merely
to multi-national organisations with vast IT budgets. The benefits
of Computer Telephony are now within reach of your company, regardless
of size or nature of your business. And developments such as Windows
NT-based CT development tools has made the process even easier.
Once,
building CT applications required vast amounts of computing and
telephony expertise and many man hours of development. Today, with
the advent of easy-to-use development tools and off-the-shelf voice
processing boards, we can build CT applications for you to meet
your business requirements .
For
more details and service request, contact sales@spectrum.net.in
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