What is Computer Telephony Integration (CTI)?

By Hal Werner

Computer telephony integration (CTI) is a common name for any technology that allows interactions on a telephone and a computer to be integrated or coordinated. The term is predominantly used to describe desktop-based interaction for helping users be more efficient, though it can also refer to server-based functionality such as automatic call routing.

Common functions include screen popping, automatic/computer-controlled dialing, phone control, transfers, call routing, advanced call reporting functions and voice recording integration.