Instruction manual

Issue 4 May 2003 53555-233-767
4
Call center
The Avaya call center provides a fully integrated telecommunications platform
that supports a powerful assortment of features, capabilities, and applications
designed to meet all of your customers’ call center needs.
Computer Telephony Integration (CTI)
Computer Telephony Integration (CTI) enables Avaya™ Communication
Manager features to be controlled by external applications, and allows integration
of customer databases of information with call control features.
Avaya™ Computer Telephony (formally named CentreVu™ Computer
Telephony) is server software that integrates the premium call control features of
Communication Manager with customer information in customer's databases. It is
a local area network (LAN)-based CTI solution consisting of server software that
runs in a client/server configuration. Avaya Computer Telephony delivers the CTI
architecture and platform that supports contact center application requirements,
along with emerging applications programming interfaces (APIs).