Computertelephone

Computer-telephone integration (CTI) refers to technologies and architectures that link computer systems with telephone networks to improve how calls are managed, processed, and presented to users. CTI enables computers to control telephone calls, retrieve caller data, and present information on screen for faster handling. It is commonly implemented through a CTI server that communicates with a telephone switch or voice over IP (VoIP) gateway and with client applications.

Key components include the telephony interface (such as TAPI, JTAPI, or SIP-based APIs), the CTI software or middleware, a PBX or IP-PBX or contact center system, and the network infrastructure. Modern deployments may be on premises or cloud-based and may use cloud contact center platforms that expose CTI APIs for integration with customer relationship management (CRM) systems and other enterprise software.

Typical CTI capabilities include screen pops with customer records, click-to-call from a desktop, automatic call distribution and IVR, call control (answer, transfer, conference), and comprehensive logging and analytics. CTI is widely used in call centers, help desks, and sales environments to streamline routing and improve service levels, though it is also employed in general enterprise telephony.

Historically CTI emerged in the late 1980s and grew with digital telephone systems and later with IP telephony. As communication platforms evolved, CTI shifted toward software-based and cloud-native solutions, emphasizing interoperability, developer APIs, and CRM integration. Security and reliability considerations include authentication, encryption, and resilient network connectivity.