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Computer Telephony
Integration (CTI)
Computer Telephony Integration (CTI) is the
technology that brings the best of telephony and
computers together - providing powerful and simple
productivity enhancements. The combination of the
two systems requires a programming link between
the phone system and computers that allows data
and instructions to be exchanged between the two
systems. Panasonic KX-TDA PBXs support CTI
integration via the two mature industry standards:
§
Telephony Application Programming Interface
(TAPI), and
§
Computer Supported Telecommunications
Applications (CSTA)
Leveraging these standard CTI interfaces, CTI
applications help users get the most out of their
phone system. Users can initiate calls via their PC,
view Incoming call notification (Screen-pop),
integrate with Customer Relationship Management
(CRM) databases, and much more. There are two
types of CTI configurations possible
Benefits of CTI
§
1st Party involves direct connection between a
Telephone (e.g. Panasonic KX-T7636/T7633) and PC
(using optional KX-T7601 USB interface). Basic CTI
applications such as Microsoft Dialler, Outlook and
others readily available can be used. Panasonic KX-
TDA0350 PC Phone and KX-TDA0300 PC Console
are examples of advanced 1st Party CTI
applications supporting "Screen Pop", CRM, and
Call Recording features.
§
3rd Party requires direct connection between a
PBX and a PC running CTI server software. The CTI
server communicates directly with the PBX on
behalf of the client applications while client CTI
applications work in concert with the CTI server
resulting in more feature rich applications
providing advanced telephony features, using
simple mouse 'clicks'. The new Panasonic Phone
Assistant software series is based on this 3rd Party
CTI technology leveraging CSTA interface.
With its support for Industry Standard CTI
interfaces - the IP-Enabled Panasonic TDA
PBX can support a large number of software
applications ranging from the standard
"Screen Pops" to integrating Customer
Relationship Management (CRM) systems and
many more - all designed to intelligently and
efficiently handle your business calls.
Computer Telephony Integration
Depending on the type of CTI software that is
installed, multiple telephony applications can be
implemented to augment business communication
capabilities. These include:
§
Offices -Incoming call display (Screen Pop), Busy
caller display, Call accounting using SMDR* etc.
§
Contact Centre - Incoming call display, CRM
database integration, Agent Log-in/Log out etc.
§
Hotels - Room availability, check-in/check out,
Billing etc.
* SMDR: Station Message Detail Recording
CTI
Server
3rd Party CTI
Proprietary
Telephone
TDA Hybrid
IP PBX
Proprietary
Telephone
CTI Application CTI Application
1st Party CTI
CTI Application CTI Application
Proprietary
Telephone
TDA Hybrid
IP PBX
Proprietary
Telephone