Common uses for computer telephony integration (CTI) today include
third party call control and routing for CTI enabled customer relationship
management (CRM) systems, although current CTI interfaces allow
for a much wider range of applications. Based on these facts and
our experience we have extended our knowledge in development to
- CTI based
call centre and CRM clients including thin-client technology
based message handlers for CTI
and multisite diagnostic packages either standalone or combined
with information from other interfaces (MIS and reporting data,
call detail records, administrative data)
CTI based system health measurement
routing algorithms and enhanced call distribution
telephony control applications for training purposes
over IP applications (although not provided using classic "CTI
interfaces", one of the purest forms of computer telephony
and accounting applications (typically data are provided by a
call detail record port, not a classic "CTI interface")
During the last year general and proprietary application programming
interfaces (APIs) emerged in the market. Based on the fact, that most
APIs are tightly coupled to specific programming languages, we also
provide advice in the selection of the most appropriate development
environment for a given application. At this point it has to be noted,
that such a decision does not only rely on the relation between API
and programming language, as heterogeneous environments have proven
successfully as well. Examples of available APIs in relation to AVAYA
Services API (TSAPI) developed by AT&T and Novell provides
a vast C/C++ library. Proprietary system features may be accessed
using the TSAPI private data extension.
Telephony API (JTAPI) specified by SUN is related to the interpreted
JAVA programming language thus providing a well designed object
oriented environment. Proprietary system features may be accessed
using the JTAPI private data extension.
and Callvisor/LAN are proprietary APIs specified by AVAYA allowing
for host to host communication. Callvisor applications are typically
developed using the C programming language.
relation to the Avaya Interaction Center (AIC) Suite several new
open and proprietary interfaces such as ActiveX, OLE, Corba and
VTel have become available. AIC provides a CORBA based middleware
framework for CRM applications. It has to be noted, that all AIC
APIs reside on a higher level of abstraction than common CTI APIs.
currently does not provide any form of H.323 API, open source
libraries may be utilized instead.
centre relevant data may be retrieved from the AVAYA call management
system (CMS) using ODBC.
Such APIs used in combination with the appropriate programming languages
may lead to efficient and powerful implementations. As an option,
workshops and trainings may be provided during an ongoing project
or separately. Our aim is to share our expertise with our partners
and customers. We believe in teams, which combine knowledge and resources
to create the best solution.