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CTI Basics

Computer Telephone Integration (CTI) and Interactive Voice Response System
(IVRS) are synonymous terms. Basically, a IVRS consist of a PC and a call
centre software capable of automated response when hooked to PSTN (Public
Switched Telephone Network).

The components of a IVRS system are

- Computer (hard drive, CPU, RAM, chassiis, power supply).
- Telephony hardware (modem or telephonyy card).
- Operating system.
- Call centre telephony software.
- Text to speech engine (TTS).
- External components that are integrateed with the call centre telephony.
   software through some software language (VB script, C, C++, Java etc.).

Summary of the call centre inbound calls

- The phone rings.
- Software answer with an initial greetiing & question.
- The caller responds to the question byy speaking or touch tones.
- software performs some actions based oon caller's response.
- Software responds with feedback.
- Software may ask another question, in which case the cycle would repeat
   with the caller responding and the caller responding and the software again
   performing actions and giving feed back.
- The call ends when software does not hhave any more questions or the
   caller hangs up.

Summary of outbound calls

- Software dials a number instead of waiting for another call.
- Outbound calls can be performed in larrge batches one after another.

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