Source : Free On-Line Dictionary of Computing

Computer Telephone Integration
     
         (CTI or "- Telephony -") Enabling computers
        to know about and control telephony functions such as making
        and receiving voice, {fax}, and data calls, telephone
        directory services, and caller identification.  The
        integration of telephone and computer systems and is a major
        development in the evolution of the automated office.
     
        CTI is not a new concept - such links have been used in the
        past in large telephone networks - but only dedicated call
        centres could justify the costs of the required equipment
        installation.  Primary telephone service providers are now
        beginning to offer information services such as {Automatic
        Number Identification} and {Dialled Number Identification
        Service} on a scale wide enough for its implementation to
        bring real value to business or residential telephone usage.
        A new generation of applications ({middleware}) is being
        developed as a result of standardisation and availability of
        low cost computer-telephony links.  This can link {personal
        computers} with telephones and/or a local area server with a
        {PBX}.  Leading telephony and {software} vendors such as
        {AT&T}, {British Telecom}, {IBM}, {Novell}, {Microsoft} and
        {Intel} are developing better telephony services and
        capabilities which should eventually enable low cost CTI.
     
        The main {CTI} functions are integrating {messaging} with
        {databases}, {word processors} etc.; controlling voice, {fax},
        and {e-mail} messaging systems from a single {application
        program}; graphical call control - using a {graphical user
        interface} to perform functions such as making and receiving
        calls, forwarding and conferencing; call and {data}
        association - provision of information about the caller from
        databases or other applications automatically before the call
        is answered or transferred; {speech synthesis} and {speech
        recognition}; automatic logging of call related information
        for invoicing purposes or callback.
     
        Typical productivity benefits are improved customer service;
        increased productivity; reduced costs; enhanced workflow
        automation; protected investment in computers and telephony;
        computerised telephony intelligence.
     
        IBM were one of the first with workable CTI, now sold as
        "CallPath".  {Callware}'s {Phonetastic} is typical of the new
        breed of {middleware}.
     
        See also {Telephony Application Programming Interface}.
     
        (1996-12-08)