The Session Initiation Protocol (SIP) is a signaling protocol used for initiating, maintaining, and terminating communication sessions that include voice, video and messaging applications. SIP is used in Internet telephony, in private IP telephone systems, as well as mobile phone calling over LTE (VoLTE).
An automated call distribution system, commonly known as automatic call distributor (ACD), is a telephony device that answers and distributes incoming calls to a specific group of terminals or agents within an organization. ACDs direct calls based on parameters that may include the caller's telephone number, the number they dialed, the time of day or a response to an automated voice prompt. Advanced ACD systems may use digital technologies such as Computer telephony integration (CTI), computer-supported telecommunications applications (CSTA) or IVR as input to determine the route to a person or voice announcement that will serve the caller. Experts claim that "the invention of ACD technology made the concept of a call centre possible."
The Intelligent Network (IN) is the standard network architecture specified in the ITU-T Q.1200 series recommendations. It is intended for fixed as well as mobile telecom networks. It allows operators to differentiate themselves by providing value-added services in addition to the standard telecom services such as PSTN, ISDN on fixed networks, and GSM services on mobile phones or other mobile devices.
Telephony is the field of technology involving the development, application, and deployment of telecommunication services for the purpose of electronic transmission of voice, fax, or data, between distant parties. The history of telephony is intimately linked to the invention and development of the telephone.
The Telephony Application Programming Interface (TAPI) is a Microsoft Windows API, which provides computer telephony integration and enables PCs running Microsoft Windows to use telephone services. Different versions of TAPI are available on different versions of Windows. TAPI allows applications to control telephony functions between a computer and telephone network for data, fax, and voice calls. It includes basic functions, such as dialing, answering, and hanging up a call. It also supports supplementary functions, such as hold, transfer, conference, and call park found in PBX, ISDN, and other telephone systems.
Voice over Internet Protocol (VoIP), also called IP telephony, is a method and group of technologies for the delivery of voice communications and multimedia sessions over Internet Protocol (IP) networks, such as the Internet. The terms Internet telephony, broadband telephony, and broadband phone service specifically refer to the provisioning of communications services over the Internet, rather than via the public switched telephone network (PSTN), also known as plain old telephone service (POTS).
Computer telephony integration, also called computer–telephone integration or CTI, is a common name for any technology that allows interactions on a telephone and a computer to be coordinated. The term is predominantly used to describe desktop-based interaction for helping users be more efficient, though it can also refer to server-based functionality such as automatic call routing.
In computer and telecommunications networks, presence information is a status indicator that conveys ability and willingness of a potential communication partner—for example a user—to communicate. A user's client provides presence information via a network connection to a presence service, which is stored in what constitutes his personal availability record and can be made available for distribution to other users to convey their availability for communication. Presence information has wide application in many communication services and is one of the innovations driving the popularity of instant messaging or recent implementations of voice over IP clients.
A business telephone system is a multiline telephone system typically used in business environments, encompassing systems ranging in technology from the key telephone system (KTS) to the private branch exchange (PBX).
Call Control eXtensible Markup Language (CCXML) is an XML standard designed to provide asynchronous event-based telephony support to VoiceXML. Its current status is a W3C recommendation, adopted May 10, 2011. Whereas VoiceXML is designed to provide a Voice User Interface to a voice browser, CCXML is designed to inform the voice browser how to handle the telephony control of the voice channel. The two XML applications are wholly separate and are not required by each other to be implemented - however, they have been designed with interoperability in mind
The next-generation network (NGN) is a body of key architectural changes in telecommunication core and access networks. The general idea behind the NGN is that one network transports all information and services by encapsulating these into IP packets, similar to those used on the Internet. NGNs are commonly built around the Internet Protocol, and therefore the term all IP is also sometimes used to describe the transformation of formerly telephone-centric networks toward NGN.
The versit Consortium was a multivendor initiative founded by Apple Computer, AT&T, IBM and Siemens in the early 1990s in order to create Personal Data Interchange (PDI) technology, open specifications for exchanging personal data over the Internet, wired and wireless connectivity and Computer Telephony Integration (CTI). The Consortium started a number of projects to deliver open specifications aimed at creating industry standards.
Windows Rally is a set of technologies from Microsoft intended to simplify the setup and maintenance of wired and wireless network-connected devices. They aim to increase reliability and security of connectivity for users who connect the devices to the Internet or to computers running Microsoft Windows. These technologies provide control of network quality of service (QoS) and diagnostics for data sharing, communications, and entertainment. Windows Rally technologies provide provisioning for the following devices:
An IP PBX is a system that connects telephone extensions to the public switched telephone network (PSTN) and provides internal communication for a business. An IP PBX is a PBX system with IP connectivity and may provide additional audio, video, or instant messaging communication utilizing the TCP/IP protocol stack.
CT Connect is a software product that allows computer applications to monitor and control telephone calls. This monitoring and control is called computer-telephone integration, or CTI. CT Connect implements CTI by providing server software that supports the CTI link protocols used by a range of telephone systems, and client software that provides an application programming interface (API) for telephony functions.
The .NET Framework is a proprietary software framework developed by Microsoft that runs primarily on Microsoft Windows. It was the predominant implementation of the Common Language Infrastructure (CLI) until being superseded by the cross-platform .NET project. It includes a large class library called Framework Class Library (FCL) and provides language interoperability across several programming languages. Programs written for .NET Framework execute in a software environment named the Common Language Runtime (CLR). The CLR is an application virtual machine that provides services such as security, memory management, and exception handling. As such, computer code written using .NET Framework is called "managed code". FCL and CLR together constitute the .NET Framework.
Operations support systems (OSS), operational support systems in British usage, or Operation System (OpS) in NTT, are computer systems used by telecommunications service providers to manage their networks. They support management functions such as network inventory, service provisioning, network configuration and fault management.
In marketing, contact center telephony is the communication and collaboration system used by businesses to either manage high volumes of inbound queries or outbound telephone calls keeping their workforce or agents productive and in control to serve or acquire customers. This business communication system is an extension of computer telephony integration (CTI).