Call Center Operation

2.1 Computer telephony integration (CTI) 19

Chapter 2

The communications environment

Most call center applications require a dedicated piece of hardware for pure

telephony switching; however, all the add-on functions of value—the call

center specific applications—can reside on a “telephone server” connected

to the phone switch. One product that is commonly used in this applica-

tion is a Windows NT box.

In addition to interoperability standards, there are other links in any

data/voice application. “Voice,” for example, could refer to different kinds

of calls—traditional phone calls are one example, recorded calls in the form

of messages, fax traffic, and ...