CTI (or computer telephony integration) enables the automatic setup, acceptance, and termination of telephony functions such as:
- telephone calls
- conference calls
- sending and receiving of fax messages
- telephone book services
- call transfers
- and more.
CTI applications usually run on a user's desktop or on an unattended server. Common desktop features provided by CTI applications include:
- Dialog boxes - notifications with telephony information (ANI=Automatic Number Identification), dialed number (DNIS = Dialed Number Identification Service), and dialog boxes when the call is received with or without the connection data. This function is generally used to search for caller details using a business application (like Salesforce or Zoho).
- Dialing - Automatic dial-in and computer-controlled dial-in (Power Dialing, Preview Dialing, Predictive Dialing).
- Telephone device control - Includes call control (answer, hang up, hold, conference call, etc.) and function control (DND, call forwarding, etc.).
- Call transfer - Coordinated transfer of calls and data between two call participants (i.e. forwarding of the dialog window with the call).
- Call centre - Allows users to log in as a call centre agent and control their agent status (Ready, Busy, Not ready, Pause, etc.).