Computer telephony integration (CTI), is technology that allows interactions on a telephone and a computer to be integrated or co-ordinated.

Common functions

The following functions can be implemented using CTI.

• Calling Line Information Display (Caller's Number, Number Called, IVR Options)
• Screen Population on answer, with or without using calling line data.
• On Screen Dialing. (Fast dial, preview and predictive dial .)
• On Screen Phone Control. (Ringing, Answer, Hang-up, Hold, Conference etc.)

Forms of CTI

Generally, there are two forms of CTI.

• First-party call control
  • First-party call control is the easiest to implement. This requires a connection between the computer and the telephone. Effectively the computer has a telephone built into it. Only the computer associated with the phone can control it. The computer can control all the functions of the phone, normally at the computer user's direction.

• Third-party call control
  • Third-party call control is more difficult to implement and often requires a dedicated telephony server to interface between the telephone network and the computer network. Information about a phone call can be displayed on the corresponding computer workstation's screen while instructions to control the phone can be sent from the computer to the telephone network. Any computer in the network has the potential to control any phone in the telephone system. The phone does not need to be built into the computer, and may only need to have a microphone and headset in the circuit, without even a keypad, to connect to the telephone network.

CTI history

The origins of CTI can be found in simple Screen Population (or "Screen Pop") technology. This allowed data collected from the telephone systems to be sent automatically to the terminal to pre-fill the screen for the customer service representative. The net effect was the agent already had the required screen on their terminal before speaking with the customer.

Several early CTI vendors and developers have changed hands over the years. For example, Digital Equipment Corporation developed CTI software which had a huge influence in the original CSTA standard. It was sold to Dialogic, which in turn its assests were purchased by Intel.

Another example is Nabnasset was a consulting firm in Massachusetts which developed a CORBA based CTI solution for a client and then decided to make it into a general product. It was eventually bought by the Quintas CRM company, which went bankrupt and was purchased by Avaya Telecommunications.

Smaller organisations have also survived from the early days and have leveraged their heritage to thrive. Notably, Rostrvm Solutions , based in the UK, was an early pioneer of CTI technology and holds patents to prove it. Having started life as part of the RoyalBlue group, Rostrvm Solutions was acquired by private investors in 2002. Today the company continues to innovate with applications that enhance traditional telephony platforms as well as VoIP, SIP and mobile communications.

CTI companies

• salesforce.com
• Teltronics
• Genesys Telecommunications
• Rostrvm Solutions
• Avaya Telecommunications
• SimpliCTI
• Cisco
• Intel