What is CTI?
CTI stands for "Computer Telephony Integration". Typically, the technology that allows interactions on a telephone and a computer to be integrated or coordinated. The term is predominantly used to describe desktop-based interaction for helping users be more efficient, though it can also refer to server-based functionality such as automatic call routing.
What is Open CTI?
Differentiate itself from desktop CTI, open CTI from salesforce.com doesn't need any desktop integration. It's a "CTI in the cloud".
It has all the features of traditional Desktop CTI like:
- Screen popping - Call information display (caller's number (ANI), number dialed (DNIS), and Screen pop on answer, with or without using calling line data. Generally this is used to search a business application for the caller's details.
- Dialing - Automatic dialing and computer-controlled dialing (power dial, preview dial, and predictive dial).
- Phone control - Includes call control (answer, hang up, hold, conference, etc.) and feature control (DND, call forwarding, etc.).
- Transfers - Coordinated phone and data transfers between two parties (i.e., pass on the Screen pop with the call.).
- Call center - Allows users to log in as a call center agent and control their agent state (Ready, Busy, Not ready, Break, etc.).
Also, its ability to incorporate any web-based 3rd party application opens up a realm of possibilities for developers, partners and customers. Developers can expect to design, maintain, innovate a more robust CTI solution.
Where is the technical architecture Open CTI?
What can I learn from this blog?
We plan to also expand CTI to SMS, Chat, or even video conferences as our blog explores the technology more. Be sure to stay tuned for more articles to come.