IT & MCIS
DEFINITION
OF STANDARD:
CTI combines computers
with voice systems to enhance telephone services. For example, computers
can be used to automatically initiate calls, receive incoming calls and
link appropriate databases by information derived from the incoming caller’s
telephone number.
PUBLICATION
DATE: October
18, 2000
REVIEW
DATE: October
18, 2000
REVIEW CYCLE: Yearly
RESPONSIBLE CONTACT:
Bill Rutledge, Communications
Consultant
Communications & Network Systems
O4 Parking Structure #2
University of Kentucky
859-257-1304
brutled@email.uky.edu
TIMELINE:
Revision date: May 28, 2003
Effective date: July 1, 2000
Recommended
Standard(s):
Microsoft
TAPI 2.2 and TAPI 3.0 is the underlying software for most CTI applications
http://msdn.microsoft.com/library/psdk/tapi22/intro_2khj.htm
Recommended
Product(s):
Per UK Business Procedures, all Communications contracts, service
and equipment must be coordinated, approved and purchased by CNS. For
more information see:
CNS Consulting provides
assistance to University departments in the evaluation and design of communications
products and solutions to fit your needs or applications.
Justification:
CTI improves the call handling for call centers and increases work
efficiency in customer service.
Technical
Considerations:
Any integration product must take into account the number of existing
technology platforms used by the department: the telephone system, the
database and format utilized, and the system’s ability to populate
the legacy database.