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computer telephone integration : FOLDOC | Computer Telephone Integration (CTI or "- Telephony -") Enabling computers to know about and control telephony functions such as making and receiving voice, fax, and data calls, telephone directory services, and {caller identification}. The integration of telephone and computer systems and is a major development in the evolution of the automated office. CTI is not a new concept - such links have been used in the past in large telephone networks - but only dedicated call centres could justify the costs of the required equipment installation. Primary telephone service providers are now beginning to offer information services such as Automatic Number Identification and Dialled Number Identification Service on a scale wide enough for its implementation to bring real value to business or residential telephone usage. A new generation of applications (middleware) is being developed as a result of standardisation and availability of low cost computer-telephony links. This
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