Automatic Call Distributor (ACD): ACDs are automated systems that
answer calls and attempt to route those calls as quickly as possible to the
right person or agent. Often they will answer calls with "Your call
will be handled in the order it was received." Sometimes ACDs will prompt
you to press a few touch-tone digits so that they can route your call more
quickly.
Computer Telephony (CT): This term refers to technology that applies
computer intelligence to making, receiving, and managing telephone calls. CT
technology encompasses products such as voice and fax messaging, auto
attendants, fax-on-demand, fax servers, and interactive voice response (such as
automated order-entry systems). Core technologies include voice recognition,
text-to-speech, and more recently, the Internet. In other words, CT systems
automatically handle and process phone calls. These systems often let callers
control various aspects of the call using either a touch-tone phone or spoken
commands.
Computer Telephone Integration (CTI): This term refers to connecting
computers (usually LAN-based) to a telephone PBX or switch. With the proper
supporting software and hardware, these workstations can then have a screen
pop that displays the contact database record of the calling party even
before the person at the workstation answers the phone. CTI improves the
efficiency of call handling, especially in multi-agent call centers.
Public Switched Telephone Network (PSTN): PSTN is the worldwide
voice telephone networkfancy name, easy concept.
Definitions adapted from Newton's Telecom Dictionary from
Flatiron Publishing.
The Computer Telephony Conference and Expo '97
Want to get a firsthand view of the latest Computer Telephony
products? If so, you'll want to attend the biggest annual showcase of CT
technology. The Computer Telephony Conference and Expo '97 will be at the Los
Angeles Convention Center on March 4, 5, and 6. More than 400 companies are
expected to exhibit, and six seminar tracks will cover everything from tutorials
to employee productivity to Internet/intranet applications of computer telephony
technology. The Killer App Theaters run continuous big screen product
demonstrations throughout the show.
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