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Secure productivity using IT management

One of our clients, Kantana group is now using our knowledge menagement system.
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Here are the services we offer to give success to your business.

Marketing Expansion Service
Strategic IT Consulting
Open Source Development
Computer Telephony Integration
Training & Workshop Service
Open Source Application

The origins of CTI can be found in simple Screen Population technology.

Computer telephony integration (CTI) is technology that allows interactions on a telephone and a computer to be integrated or co-ordinated. As contact channels have expanded from voice to include email, web, and fax, the definition of CTI has expanded to include the integration of all customer contact channels (voice, email, web, fax, etc.) with computer systems.

The following functions can be implemented using CTI:

  1. Calling-line information display (caller's number, number dialed, IVR options)
  2. Screen population on answer, with or without using calling line data.
  3. On-screen dialing. (Fast dial, preview, and predictive dial .)
  4. On-screen phone control. (Answer, hang up, hold, conference, etc.)
  5. Coordinated phone and data transfers between two parties.
  6. Call center phone control. (Logging on; after-call work notification)
  7. Advanced functions such as call routing, reporting functions, automation of desktop activities, and multi-channel blending of phone, e-mail, and web requests.
  8. Agent state control. (For example, after-call work for a set duration, then automatic change to the ready state.)

First party call control operates as if there is a direct connection between the user's computer and the phone set. An example of this would be a modem card in a desktop computer, or a phone plugged directly into the computer. Typically, only the computer associated with the phone can control it, by sending command directly to the phone. The computer can control all the functions of the phone, normally at the computer user's direction. First party call control is the easiest to implement but is not suited to large scale applications such as call centers.

Third-party call control is more difficult to implement and often requires a dedicated telephony server to interface between the telephone network and the computer network. Third party call control works by sending commands from a user's computer to a telephony server, which in turn controls the phone centrally. Specifically, the user's computer has no direct connection to the phone set, which is actually controlled by an external device. Information about a phone call can be displayed on the corresponding computer workstation's screen while instructions to control the phone can be sent from the computer to the telephone network. Any computer in the network has the potential to control any phone in the telephone system. The phone does not need to be attached directly to the user's computer, although it may physically be integrated into the computer (such as a VoIP soft phone), requiring only a microphone and headset in the circuit, without even a keypad, to connect to the telephone network.