What is CTI (computer telephony integration)?

Computer telephony integration (CTI) means coordinating a computer with a telephone system, and using the computer (perhaps even a desktop machine) to perform the call control functions usually associated with a PBX or Key System (key systems are sometimes called "six-button telephones"). If your telephone allows you to select the line you want and lights up when in use, it is a key system. So the computer can answer calls, play recorded messages, re-route calls, recognize incoming callers (using caller ID or similar services) and bring up screens showing callers' accounts, order status or any other information in the database. Then the operator (customer service representative, order taker) can converse with the customer and have all pertinent details at his or her fingertips. Systems that perform these functions in order-processing centers, reservations centers and so forth are called automatic call distributors," or ACDs. CTI allows less expensive computers to perform many ACD funct ... more