explain the evolution of computer telephony and the forces involved.
describe the applications of CTI in a contact center environment and the resulting benefits.
identify factors that have influenced the development of computer telephony and the benefits that computer telephony can have in a business environment.
describe computer telephony messaging components including voice mail, interactive voice services, fax services, and unified messaging.
describe intelligent outbound-dialing systems and the consequences of their implementation.
explain how speech recognition and text-to-speech applications enhance computer telephony integration.
identify and describe key computer telephony integration services.
identify computer telephony integration solutions for specific business communications requirements.
describe technologies that enable computer telephony integration.
discuss the purpose and function of TAPI in the Windows environment.
discuss the benefits of Windows as a computer telephony platform and the enhanced features in TAPI 3.0.
discuss the development and functioning of the APIs developed by Novell and Sun.
identify the technologies underlying computer telephony software applications.
describe the UnPBX including its applications, its implementations, and its advantages over traditional PBXs.
discuss the development of computer telephony in terms of the industry standards and the companies and organizations that are developing them.
identify alternatives to legacy telephone equipment and assess industry standards for computer telephony equipment.
identify a CTI system's elements, the differences between CTI configurations, and relevant communications standards.