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 for Computer Telephone Integration
From The Free On-line Dictionary of Computing (30 December 2018) :

  Computer Telephone Integration
  Computer Telephony
  Computer Telephony Integration
      (CTI or "- Telephony -") Enabling computers to
     know about and control telephony functions such as making and
     receiving voice, fax and data calls, telephone directory
     services and caller identification.
     CTI is used in call centres to link incoming calls to computer
     software functions such as database look-up of the caller's
     number, supported by services such as Automatic Number
     Identification and Dialled Number Identification Service.
     Application software ({middleware) can link personal computers
     and servers with telephones and/or a PBX.  Telephony and
     software vendors such as AT&T, British Telecom, IBM,
     Novell, Microsoft and Intel have developed CTI services.
     The main CTI functions are integrating messaging with
     databases, word processors etc.; controlling voice, fax,
     and e-mail messaging systems from a single application
     program; graphical call control - using a graphical user
     interface to perform functions such as making and receiving
     calls, forwarding and conferencing; call and data
     association - provision of information about the caller from
     databases or other applications automatically before the call
     is answered or transferred; speech synthesis and speech
     recognition; automatic logging of call related information
     for invoicing purposes or callback.
     CTI can improve customer service, increase productivity, reduce
     costs and enhance workflow automation.
     IBM were one of the first with workable CTI, now sold as
     "CallPath".  Callware's Phonetastic is another middleware
     CTI came out of the 1980s call centre boom, where it linked
     central servers and IVRs with PBXes to provide call
     transfer and screen popping.  In the 1990s, efforts were
     made by several vendors, such as IBM, Novell TSAPI and
     Microsoft TAPI, to provide a version for desktop computers
     that would allow control of a desktop telephone and assist in
     hot desking.
     See also Telephony Application Programming Interface.

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