If someone can provide me some information about the computer telephony integration (CTI)

That's a very broad question. What exactly would you like to know?

Hi
i just want to know as to know how basically does it works.I know there is a unique IP Address with every workstation by which it is identified.

I actually use it with DHCP without trouble. The actual technical details most likely vary by brand of CTI server. However, from my understanding this is how my Aspect CTI works:
1) Agent workstation has an INI file on it that tells it which phone it is next to.
2) Agent logs into CTI application which sends the agent id and phone id to the CTI Server (you can also use this to log them into the teleset at the same time, but it isn't necessary.)
3) The CTI server now assocates that PC with that phone.
4) When a call is sent to that phone, the CTI server finds out what PC it is associated with and send the associated data to that PC. This can be accomp-lished via direct IP communication, or you can use Multicasts (network broadcasts that the PC picks up on).
5) The PC application receives the message and displays it on the screen or launches an app or whatever you want it to do.

In Aspect's CTI environment the agent application just needs to have a small OCX control and some APIs in order to have full control over screen pops and the agent's phone.

Hope this helps.
Marianne

I'm interested to know why you asked?

Consorte offers three types of CTI each is subtly different in the way it works.
In broad terms we use an XML packet and soap gateway to conduct the transaction.

We strip off the CLI where presented and or customer ID if keyed in via IVR and use this to query the customer data base.

We then screen pop the agents browser at the same time we ring the agent extension. The correlation between agent browser and agent phone is done at agent login. Agent log in gives us Agent ID (Used for Skill routing) and Agent Phone number for routing calls. No additional software other than the java applet downloaded at logon is required.

All of this is done in the network cloud and interacts with the customer data base via IP. Customer data base can also be hosted in the PSTN cloud.

We can also hold the call in the PSTN network whilst we query the customer database and route the call to the correct agent based on the customer data base. We can also hold the call in the network and use IVR to complete the transation with the client database. It all depends on what you are trying to achieve.

If you email me I'll send you the PowerPoint slides which should make it easier to understand.

Under most circumstances integration with Browser based or XML query capable CRM is very quick 2-3 days at most over the last 17 or so projects.