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CTI
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| Course Name: |
Computer Telephony Integration (CTI) Training |
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| Deployment Options: |
Onsite - Instructor-Led Training |
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| Course Duration: |
2-3 days depending on audience background and options |
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| Related Courses |
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| Who Should Attend: |
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| Voice, data and network professionals, designers and planners, enterprise network forecasters,
product planners, market forecasters, investors and CIOs. This seminar presents the state and forecast of new technologies
and services. |
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| Prerequisites: |
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| A general knowledge of voice and data networking |
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| Course Description: |
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| Computer Telephony Integration (CTI), involves integrating computer systems with telephony resources
to augment the capabilities of a call center. CTI Fundamentals explains the concepts and ideas behind the CTI and
its applications. The course covers CTI concept, technology, architecture, design, deployment and tools. |
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| Course Objectives: |
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| To explain CTI and related concepts and to provide guidance on CTI implementation |
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| Course Outline: |
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Executive Summary
- Basics of Telephony
- Advantages of Computer Telephony
- PC-Based CT
- The Telephony Environment
- Telephone Networks
- Computer Telephony Systems
- Trends in CT
- Internet Telephony
- PBX Integration
- Unified Messaging
- On-board Fax
- PCI Cards
- Call Center Framework, Fundamentals, and Core Applications
- Call Center Technology Infrastructure and Trends
- PBX/ACD, standalone ACD, hybrid/CTI, and Communications Servers
- Switch application infrastructure
- Network infrastructure
- DID, DOD, DNIS and ANI
- Telephony Signals
- The Analog Interface
- T1 Lines
- E1 Lines
- ISDN Basic Rate
- DTMF and Multi-Frequency (MF) Dialing
- Impact and role of IP in the call center
Call center Operations
- Call Routing Options
- Customer Care and Billing Operations Center
- Sales, Ordering, and Provisioning Processes
- Role of Workflow Systems
- Self-Service and Voice Processing Applications
- Tools Routing capabilities
- Network, switch, and CTI routing
- Call Center Reporting and Management Tools
- Advanced reporting capabilities
- Managing the workforce with tools
- Quality and monitoring systems
CTI Applications by Market
- Common CT Applications
- Voice Mail
- Digital Dictation
- Automated Attendant
- Interactive Fax
- Pay-per-call
- Inbound Call Center
- Outbound Call Center
- Transaction Processing
- Others
CTI Fundamentals
- What Is CTI?
- Interactive Voice Processing
- Fax Systems
- Simultaneous Voice-Data
- Videoconferencing
- Telephony Applications Program Interface (TAPI)
- TSAPI
- JTAPI
CTI Architecture
- Signal Processing Boards
- PBX Systems
- Host-Based Systems
- Desktop Systems
- Client/Server
- Hardware
- Application Programming Interfaces (APIs)
- Standards
Advanced Capabilities
- Telephony Buses
- Local Area Network Integration
- Fax Processing
- Automatic Speech Recognition
- Vocabulary Size
- Text-to-Speech
- Deploying Computer Telephony Integration (CTI)
- Automation and transformation
- CTI architectures
- Understanding how CTI works through call flows
- The role of data in CRM
- The link between CTI and CRM applications
- No technology is an island: integration with the enterprise
- Web-enabling the call center
- Text chat and Web collaboration
- Complete Inbound/Outbound Solution
- Web Callback
- S kills Based Routing
- Web Collaboration
- CTI / TAPI / TSAPI Business Systems
Next generation capabilities
- Multichannel customer interactions
- Network-based routing and pre-routing services
- Inbound Telephone Calls with Interactive Voice Response and Live Agents
- Outbound Telephone Calls with Preview and Predictive Dialing
- Computer Calls from the Web with Keyboard Chat, Joint Browsing, Voice, Video, and Collaboration
- Voice and Fax Messages
- Wireless
- Live Internet Customer Care
- Advanced Multimedia Call Center Features
- Unlimited Queues and Agent Groups
- Skills-Based Routing
- Intelligent Priority Handling
- E-Mail Queuing and Routing
- Voice Message Queuing and Routing
- Interactive Voice Response
- Web Collaboration
- Remote Administration and Supervision
- Open Database Connectivity for Customer Reporting and Workforce Management
- Graphical Application Development Tools
- IP Integration
- Evolving To New Generation Call Centers
- Strategies for Integrating IP-Based and Legacy Call Center Technologies
The Complete Solution
Developing CTI Systems
- Choosing a Method
- Development Choices
- Planning the Application
- Selecting the Application Equipment
- Building the Application
- Choosing an Operating System
- Selecting Hardware
- Number of Ports
- Port Distribution
- Hardware Features
- Designing Applications
- Voice Mail
- Digital Dictation
- Inbound Call Center
- Outbound Call Center
- Buying CTI Tools
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| Other Expertise: |
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