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Computer telephony

Created by: pgaz,Last modification on Mon 26 of Nov, 2007 [17:53 UTC] by andrewik

Computer Telephony Integration

Computer Telephony is a broad term encompassing many aspects of applying computer-based intelligence to the processing of phone calls.

From Wikipedia, computer telephony is defined as follows:

  • "Computer telephony integration (CTI) is technology that allows interactions on a telephone and a computer to be integrated or co-ordinated. As contact channels have expanded from voice to include email, web, and fax, the definition of CTI has expanded to include the integration of all customer contact channels (voice, email, web, fax, etc.) with computer systems."

Computer Telephony Components

  • ACD - Automatic call distribution phone systems
  • Call control
  • Computer-based fax
  • Internet telephony
  • IVR - Interactive voice response
  • Predictive dialing
  • Screen Pop - Display caller information
  • TTS - Text To Speech
  • Voice broadcast - Service broadcasts recorded phone messages
  • Voice recognition
  • Voice store & forward
  • Web-enabled call-back

Computer Telephony also includes CTI software, or API's Apps Gens and other software used to glue disparate systems together in order to achieve more intelligent handling of phone calls.


See Also



Comments

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by pgaz, Wednesday 22 of August, 2007 [11:57:03 UTC]
IP addresses and ISP providers don't lie (Both you and linkx are on record here as using the same IP address). Biased editing also doesn't lie. When users like you continue to support edits from Michael, all of whose edits are ENTIRELY links to his own website (700+), and remove edits from others such as myself, there is no other conclusion one can make about that bias.

Spamblock, I have been observing your edits since joining this wiki earlier this year and for the most part I agree with your efforts at trying to control spam. Wikis are for adding content and information people want to read, learn from, and also return to the site for more info. I wrote a number of generic articles when I first joined this wiki (like computer telephony) with links to other generic articles, our site, and my other articles. When linkx (probably you) called me on that, I wrote admin for OFFICIAL guidance. Admin reviewed my edits and suggested making company product specific articles instead, which I did (over 25 and growing). Now your fellow editor Bacon complains about that and threatens to remove them even when admin openly comments that they are OK! Just like you, Bacon says voip-info is being ruined.

I also mimicked the format of other articles, which is written in the guidelines as the procedure to follow. The original articles I wrote looked like others I read on this wiki. The information I wrote on these generics came from our company websites. If they are advertorial as you claim, then REMOVE the information, not just the links. That's my complaint about your edits.

"Ruining voip-info???" If writing articles and adding lots of content to this wiki (which is ATTRACTING viewers) is bad, then guilty. Compare that with E4 who is dedicated to adding links to every possible article to route users AWAY from voip-info.

And regarding Wikipedia, I have come full circle on that wiki and its relationship to voip-info. I use content from Wikipedia as a reference and source of definition on some of my original articles, but since Wikipedia has now all but declared voip-info an unreliable source (source: Wikipedia external link guidelines and wikis), I don't see any reason to provide them with links so that voip-info users are routed away from the voip wiki. Thus I've been removing those links.



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by spamblock, Wednesday 22 of August, 2007 [05:14:01 UTC]
Ok, let me get this straight. You create an informational page that this biased because you primary link to yourself and as soon as these links are moderated to generic information you claim the right to remove all information? Classy! I like the consperacy part where it's suggested that 'Bob Bacon, Michael and linkx are all using the same ISP' and 'in some cases the same IP address'.

Thanks for ruining voip-info, btw.
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by pgaz, Tuesday 21 of August, 2007 [21:55:56 UTC]
Correct last statement to read

Spamblock, I have no problem with you restoring the information above "See Also"...
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by pgaz, Tuesday 21 of August, 2007 [21:50:39 UTC]
Spamblock, I have no problem with you restoring the above "See Also" information, even though I WAS THE ORIGINAL AUTHOR and felt I have just as much right to editing it as you do. My biggest complaint was how you restored the information below it and appear to be supporting the E4 edit.
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by e42006, Tuesday 21 of August, 2007 [21:39:41 UTC]
Did someone just suggest that linkx and e4 are connected?
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by pgaz, Tuesday 21 of August, 2007 [21:37:27 UTC]
And explain to me how "spamblock" and "linkx" show up with the same IP address. Or is that just a coincidence?
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by pgaz, Tuesday 21 of August, 2007 [21:35:01 UTC]
Let's see who these users are. Michael blasted a message all over the major project pages saying
"Moving DSC spam off last changes" when in fact he was hiding a article I had caught him spamming to move it off the last changes page.  His payback for me calling him on his spam.  Bob Bacon accused me of making changes so that DSC articles stayed in last changes, a blatantly false claim that he could not substantiate.  He also accused me of violating voip-info standards and I called him on that and had admin step in to block his efforts to vandalize my pages.  Admin supported my edits, not Bacon's threats.  If these are some of your "users who are complaining", then I think you need to look elsewhere.
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by spamblock, Tuesday 21 of August, 2007 [21:32:12 UTC]
Uuuh, are you for real? Are you suggesting that active users like Michael, adblock, Bob Bacon and myself are connected? Dude, you are so far of reality!

Let me repeat myself again. Did you get the 'INFO'-part of voip-info? That means be informational and limited the promotional stuff. If you or your company is capable, people will find you. Stop deleting information if you don't like the links. It's not voip-dcs.org.

Regarding unbiased edits, think this one over. You're way off track here.
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by spamblock, Tuesday 21 of August, 2007 [21:25:50 UTC]
Paul, stop whining. I'm restoring the informational part about the page. Your only interest is in promoting your company. Stop pushing DSC for a change. Many users are complaining.

No bias from my end.
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by pgaz, Tuesday 21 of August, 2007 [21:25:18 UTC]
I'll stop complaining when I start seeing an unbiased edit from you. Show me where E4 has anything to do with computer telephony. In fact that user seems to be spamming most of the wiki with his links (over 700 by Google count), yet you seem interested in protecting his edits. Other users include Bob Bacon, Michael and linkx, all using the same ISP and in some cases the same IP address. Quite an endorsement, I'd say.