1. What Is CTI? - 1-1 Without CTI and with CTI
- 1-2 CTI brings together the worlds of computer and telephony technology
- 1-3 Everyone you want to talk to is somewhere on the telephone network
- 1-4 Diversity of applicable computer technologies
- 1-5 Personal computer and information appliances are becoming the focal point for people collaborating with other people
- 1-6 The first phase: custom systems
- 1-7 The second phase: API layering
- 1-8 The third phase: CTI protocols
2. CTI Solutions and Benefits 3. Telephony Concepts - 3-1 Telephony resource set
- 3-2 Voice on a simple telephone call
- 3-3 Control information on a telephone call
- 3-4 Telephone call abstraction
- 3-5 Symbol for calls
- 3-6 Symbol for devices
- 3-7 Symbolic representation of connections
- 3-8 Two-device call
- 3-9 Three-way call
- 3-10 Single device in a call
- 3-11 Directional connections
- 3-12 Asymmetric communication
- 3-13 Point-to-point and multi-point calls
- 3-14 Multi-point with unidirectional stream towards device
- 3-15 Multi-point with unidirectional stream away from device
- 3-16 Connection state diagram
- 3-17 Connection state representation
- 3-18 Switching service representation in terms of "before" and "after"
- 3-19 Representation of the Clear Connection switching service (applied to D2C1)
- 3-20 Networks
- 3-21 Joining two switched networks
- 3-22 Directly connected carriers
- 3-23 Default carriers
- 3-24 Dial selectable carriers
- 3-25 Call between D1 and D2
- 3-26 The network of telephony resources behind the cloud
- 3-27 Network interface device
- 3-28 Network interface device representation
- 3-29 Call routing
- 3-30 Physical and logical elements
- 3-31 Physical device element components
- 3-32 Hookswitches
- 3-33 Buttons
- 3-34 Lamps
- 3-35 Display
- 3-36 Ringing indicators
- 3-37 Logical device elements and appearances
- 3-38 Non®¢addressable appearance behavior
- 3-39 Selected®¢standard appearance behavior
- 3-40 Basic®¢standard appearance behavior
- 3-41 Bridged appearances
- 3-42 Basic®¢bridged behavior
- 3-43 Exclusive®¢bridged behavior
- 3-44 Shared®¢bridged behavior
- 3-45 Shared®¢bridged behavior: adding a second appearance
- 3-46 Shared®¢bridged behavior: dropping an appearance
- 3-47 Independent®¢shared®¢bridged behavior: A2 and A4 active
- 3-48 Independent®¢shared®¢bridged behavior: only A2 is active
- 3-49 Interdependent®¢shared®¢bridged behavior
- 3-50 Logical element only device configuration
- 3-51 Basic device configuration
- 3-52 Basic device configuration consisting of two devices
- 3-53 Multiple logical elements device configuration
- 3-54 Multiple appearance device configuration
- 3-55 Bridged device configuration for a logic device element
- 3-56 Bridged device configuration: for a physical device element
- 3-57 Hybrid device configuration
4. Core Telephony Features and Services - 4-1 Make Call service (single-step dialing)
- 4-2 Answer Call service
- 4-3 Clear Connection service
- 4-4 Make Call service
- 4-5 Dial Digits service
- 4-6 Multi-stage dialing sequence
- 4-7 External outgoing call
- 4-8 Network reached
- 4-9 Network interface device group behavior
- 4-10 Prompting feature
- 4-11 Make Predictive Call service example
- 4-12 External Incoming calls
- 4-13 Fixed network interface device association
- 4-14 Typical sub-addressing implementation
- 4-15 Direct inward system access (DISA)
- 4-16 Attendant operation
- 4-17 Do Not Disturb
- 4-18 Visible ACD-related devices model
- 4-19 Non-visible ACD model
- 4-20 Park Call service
- 4-21 Park Call to a station
- 4-22 Directed Pickup Call service
- 4-23 Parking and picking a call
- 4-24 Immediate forwarding
- 4-25 Busy forwarding
- 4-26 No answer forwarding
- 4-27 Do not disturb forwarding
- 4-28 Accept Call service
- 4-29 Deflect Call service
- 4-30 Deflect Call service in offered scenario
- 4-31 Directed Pickup Call for an alerting device
- 4-32 Group Pickup Call service
- 4-33 Hold Call service
- 4-34 Soft hold implementation
- 4-35 Consultation Call service
- 4-36 Retrieve Call service
- 4-37 Alternate Call service
- 4-38 Reconnect Call service
- 4-39 Transfer Call service
- 4-40 Two-step transfer call sequence
- 4-41 Single Step Transfer Call service
- 4-42 Conference Call service
- 4-43 Two step conference call sequence
- 4-44 Single Step Conference Call service
- 4-45 Join Call service
- 4-46 Join Call with silent participation
- 4-47 Failed connection
- 4-48 Failed connection attempt (failed call)
- 4-49 Camp On Call service
- 4-50 Camp On Call example
- 4-51 Call Back Call-Related service
- 4-52 Call Back example
- 4-53 Intrude Call service (case 1)
- 4-54 Intrude Call service (case 2)
- 4-55 Intrude Call service (case 2) with silent participation
- 4-56 Recall feature
- 4-57 Clear Connection service
- 4-58 Clear Call service
5. Telephony Equipment and Network Services - 5-1 Generic telephone switch
- 5-2 Generic telephone station
- 5-3 Generic telephone station modeled from station's perspective
- 5-4 Tie line example
- 5-5 FX line example
- 5-6 OPX line example
- 5-7 Analog local loop
- 5-8 Analog local loop with bridged telephone stations
- 5-9 Proprietary second pair
- 5-10 ISDN BRI
- 5-11 ISDN BRI interface points and equipment
- 5-12 ISDN multi-point
- 5-13 Analog stations on an ISDN line
- 5-14 Proprietary digital loops
- 5-15 T-1 span
- 5-16 E-1 span
- 5-17 Cable TV network providing subscriber loop
- 5-18 Wireless local loop
- 5-19 Voice-on-the-network clouds
- 5-20 Front-end switch model
- 5-21 Key system model
- 5-22 Example key system with attendant button and PA system access
- 5-23 PBX model
- 5-24 Internet voice gateways
- 5-25 Using Internet telephony for inbound calls
- 5-26 Using Internet telephony for tie lines
- 5-27 Using Internet telephony for FX lines
- 5-28 Using Internet telephony for OPX lines
- 5-29 Dedicated POTS line station example
- 5-30 Simple POTS telephone set
- 5-31 Bridged POTS line station example
- 5-32 Key phone station example
- 5-33 Simple key telephone set
- 5-34 Multiple line station example
- 5-35 Multiple appearance station example
- 5-36 Multiple appearance telephone set
- 5-37 Assistant's telephone set
- 5-38 Assistant's hybrid station example
- 5-39 Attendant console station example
- 5-40 Attendant console telephone set
- 5-41 Speaker phone
- 5-42 Headset telephone set
- 5-43 Display phone
6. CTI Concepts - 6-1 Telephony abstraction is a facade
- 6-2 Multiple interfaces to telephone functionality
- 6-3 CTI messages
- 6-4 Parameters in a CTI message
- 6-5 CTI interfaces in a CTI system
- 6-6 Inter-component boundary
- 6-7 Multi-component chain
- 6-8 Fan-out component
- 6-9 The CTI service boundary
- 6-10 The switching domain
- 6-11 The computing domain
- 6-12 Service boundary contexts
- 6-13 Service boundary defines switching domain and computing domain
- 6-14 CTI protocols
- 6-15 Service boundaries in a direct-connect configuration
- 6-16 Direct-connect example CTI components
- 6-17 Service boundaries in a client-server configuration
- 6-18 Client-server example CTI components
- 6-19 Switching domain scope
- 6-20 First-party call control
- 6-21 First-party call control in a CTI system
- 6-22 Third-party call control
- 6-23 Third-party call control in a CTI system
- 6-24 Set Lamp Mode service request message
- 6-25 Established event message
- 6-26 Park and pick scenario example event flow
- 6-27 Consultation Call event sequence example
- 6-28 Negative acknowledgment sequence example
- 6-29 Positive acknowledgment sequence example
- 6-30 Atomic implementation of Consultation Call service
- 6-31 Multi-step implementation of Consultation Call service (succeeds)
- 6-32 Multi-step implementation of Consultation Call service (does not succeed)
- 6-33 Routing dialog examples
- 6-34 Media stream access model
- 6-35 Receiving a fax
7. CTI System Configurations - 7-1 Anatomy of a communication path
- 7-2 LAN connection
- 7-3 Serial connection
- 7-4 Infrared connection
- 7-5 Dial-up connection
- 7-6 CTI component using CTI protocols
- 7-7 CTI server implementation component
- 7-8 Standard CTI protocols traveling over communication paths
- 7-9 Example CTI protocol
- 7-10 Proprietary CTI protocols traveling over communication paths
- 7-11 Custom CTI solution using proprietary CTI protocol
- 7-12 Proprietary CTI protocol with adapter software
- 7-13 Hardware mapper example
- 7-14 Media service stream traveling over a communication path
- 7-15 Direct-connect configuration example
- 7-16 Direct-connect first-party call control
- 7-17 Direct-connect third-party call control
- 7-18 Protocol mapper hardware configuration
- 7-19 Direct-connect protocol mapper code configuration
- 7-20 Direct-connect CTI Plug & Play media access configuration
- 7-21 Mapper hardware media access configuration
- 7-22 Mapper and media access hardware configuration
- 7-23 Mapper code media access configuration
- 7-24 Mapper and media access code configuration
- 7-25 Smart phone serial cable/bus configuration
- 7-26 Smart phone infrared configuration
- 7-27 Serial telephone station peripheral configuration
- 7-28 Mapper code serial telephone station peripheral configuration
- 7-29 Tandem serial telephone station peripheral configuration
- 7-30 Mapper code add-in board configuration
- 7-31 CTI Plug & Play add-in board configuration
- 7-32 Tandem mapper code add-in board configuration
- 7-33 Client-server configuration example
- 7-34 Client-server first-party call control
- 7-35 Client-server third-party call control
- 7-36 Client-server LAN configuration
- 7-37 Mapper hardware configuration
- 7-38 Switch-server mapper code configuration
- 7-39 Server-client mapper code configuration
- 7-40 Server-client mapper code LAN configuration
- 7-41 CTI server with media access resources
- 7-42 CTI server front-ending media server
- 7-43 Media server front-ending CTI server
- 7-44 Media service mapper code
- 7-45 Layered media service mapper code and CTI mapper code
- 7-46 LAN remote access configuration
- 7-47 LAN remote access configuration with OPX
- 7-48 LAN remote access configuration with SVD
- 7-49 CO-server remote access configuration using dial-up bridge
- 7-50 CO-server remote access configuration using dial-up server
- 7-51 CO-server remote access configuration using SVD dial-up bridge
- 7-52 CO-server remote access configuration using SVD dial-up server
- 7-53 Client-client configuration, direct-connect case
- 7-54 Client-client configuration, client-server case
8. CTI Software Components - 8-1 Programmatic interfaces
- 8-2 CTI software component framework
- 8-3 CTI Plug & Play server implementation
- 8-4 CTI Plug & Play server implementation with mapper
- 8-5 CTI server implementation with proprietary interfaces
- 8-6 R/W interface
- 8-7 Session/transport protocol stack implementations
- 8-8 Example of layering with R/W interfaces
- 8-9 Software mapper example
- 8-10 CTI Plug & Play client implementation
- 8-11 Windows telephony service provider
- 8-12 Mac OS telephone tools
- 8-13 Phone-under-glass design approach
- 8-14 Button panel design approach
- 8-15 Minimalist design approach
- 8-16 Direct manipulation/visualization design approach
9. CTI Solution Examples - 9-1 Screen-based telephony solution scenario configuration
- 9-2 Screen-based telephony solution scenario software
- 9-3 Mobile CTI solution scenario configuration
- 9-4 Mobile CTI solution scenario software
- 9-5 Predictive dialing solution scenario configuration
- 9-6 Predictive dialing solution scenario software
- 9-7 Personal telephone system solution scenario configuration
- 9-8 Personal telephone system solution scenario software
- 9-9 Personal telephone agent solution scenario configuration
- 9-10 Personal telephone agent solution scenario software
- 9-11 Interactive voice response solution scenario configuration
- 9-12 Interactive voice response solution scenario software
- 9-13 Help desk solution scenario configuration
- 9-14 Help desk solution scenario hub software
- 9-15 Help desk solution scenario client software
- 9-16 Call center solution scenario configuration
- 9-17 Call center solution scenario server software
- 9-18 Call center solution scenario client software
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