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Rob Walters - Computer telephony integration

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Computer telephony integration: summary, description and annotation

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This revised edition provides in-depth coverage of all of CTI, including technology, standards, applications, system engineering, industry structure, the market, and future developments. The book features expanded coverage of CTI and a wealth of new information on media processing, automation and messaging. It also encompasses network merging, particularly voice over the Internet protocol, as well as TAPI, TSAPI and JTAPI. Plus, new case studies show where and how computer telephone integration is used. The reader gets a detailed overview, including: the history of CTI and its rapid evolution during the 1990s; the underlying technologies of the CTI world; the ways telephony and computing can be linked; the abundance of integration applications; and all aspects of convergence - at the desktop, server and network levels.

Rob Walters: author's other books


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Rob Walters - A Concise History of the Oxford English Dictionary
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Rob Walters
Computer telephony integration

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title Computer Telephony Integration Artech House Telecommunications - photo 1
title:Computer Telephony Integration Artech House Telecommunications Library
author:Walters, Rob.
publisher:Artech House, Inc.
isbn10 | asin:0890069697
print isbn13:9780890069691
ebook isbn13:9781580532150
language:English
subjectDigital telephone systems--Automation, Computer networks.
publication date:1999
lcc:TK6397.W35 1999eb
ddc:384.6
subject:Digital telephone systems--Automation, Computer networks.
Page i
Computer Telephony Integration
Second Edition
Page ii
For a complete listing of the Artech House Telecommunications Library, turn to the back of this book.
Page iii
Computer Telephony Integration
Second Edition
Rob Walters
Page iv Library of Congress Cataloging-in-Publication Data Walters Rob - photo 2
Page iv
Library of Congress Cataloging-in-Publication Data
Walters, Rob.
Computer telephony integration / Rob Walters. 2nd ed.
p. cm.
Includes bibliographical references and index.
ISBN 0-89006-969-7 (alk. paper)
1. Digital telephone systemsAutomation. 2. Computer networks.
I. Title.
TK6397.W35 1998
384.6dc21 98-41587
CIP
British Library Cataloguing in Publication Data
Walters, Rob
Computer telephony integration. - 2nd ed.
1. Digital telephone systems 2. Digital communications
I. Title
621.3'85
ISBN 0-89006-969-7
Cover design by Elaine K. Donnelly
1999 ARTECH HOUSE, INC.
685 Canton Street
Norwood, MA 02062
All rights reserved. Printed and bound in the United States of America. No part of this book may be reproduced or utilized in any form or by any means, electronic or mechanical, including photocopying, recording, or by any information storage and retrieval system, without permission in writing from the publisher.
All terms mentioned in this book that are known to be trademarks or service marks have been appropriately capitalized. Artech House cannot attest to the accuracy of this information. Use of a term in this book should not be regarded as affecting the validity of any trademark or service mark.
International Standard Book Number: 0-89006-969-7
Library of Congress Catalog Card Number: 98-41587
10 9 8 7 6 5 4 3 2 1
Page v
To my mother and Margaret,
the mother of my children
Page vii
Contents
Preface
xv
Acknowledgments
xvii
1
Integrating the Two Worlds
1
Picture 3
1.1 Renting a Car
1
Picture 4
1.2 Collecting a Debt
2
Picture 5
1.2.1 Paying the Bill
4
Picture 6
1.3 What Is Computer Telephony Integration?
4
Picture 7
1.3.1 The Two Worlds
7
Picture 8
1.3.2 The Linkage Required for Functional Integration
18
Picture 9
1.3.3 Application Basics and the CTI Bridge
21
Picture 10
1.3.4 Workgroup Integration
24
Picture 11
1.3.5 Approaches to CTI: The Computer System View
25
Picture 12
1.4 The History of CTI
29
Picture 13
1.4.1 Prehistoric CTI
29
Picture 14
1.4.2 The Foundation Decade
38
Picture 15
1.5 The Delivery Decade
47
Picture 16
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