Matrix Telecom ETERNITY NE - Computer Telephony Integration (CTI)

Matrix ETERNITY NE System Manual 547
CHAPTER 8 Computer Telephony
Integration (CTI)
CTI stands for Computer Telephony Integration. CTI is a technology that integrates a telephone and a computer.
Using CTI, you can control your telephone with your computer and vice versa. This technology contributes to the
success of a modern business.
The Matrix TAPI Service Provider (TSP) acts as a link to integrate the interactions between your telephones and
your computers. The computer in which you install this application functions as a Client and SARVAM UCS
functions as a Server. In an organization, it may happen that the data is stored in different computers. In this
scenario, the Matrix TAPI Service Provider can be installed in three (maximum) different computers, if required.
Connecting your telephone with your computer has advantages such as—initiate a call at a click of a mouse directly
from a CRM system (Customer Relationship Management) or from a database, view missed calls directly on your
screen and can call back with just one click, transfer and call recording can be initiated via a mouse click.
• The Matrix TAPI Service Provider (TSP) is developed using TAPI Standard 2.2.
• To use this feature, you must purchase the CTI License. Refer “License Management” for more details.
• To develop your own TAPI Application, refer to the Matrix TAPI Developer’s Guide. The
documentation can be found at
https://www.matrixtelesol.com/product-manuals.html
How it works
Using CTI, only following features and facilities of SARVAM UCS can be accessed:
Features SLT Extended IP Phone Open IP Phone
Make a call

x
Answer/receive a call x

x
Put a call on hold x

x
Retrieve a held call x

x
Toggle between two calls

x
Transfer a call

x
Disconnect/Release a call
 
Conference - Add/Remove a party

x
Dial digits for Multi-Stage dialing

x