Computer Telephony Integration

Course informations

Study program level	Undergraduate
Study program	Computer Science
Study program direction	Software Engineering
Course year	2.
Course semester	IV
Course status	Elective
ECTS	3
Lectures (h)	15
Excercises (h)	15
Seminars (h)	-

Course objectives

The student should become aware of the intertwining nature of computers and communication technologies ("telephony" is not just classical telephony, but VoIP or some other technology), especially in the domain of communication channels with customers (e.g. Call Center Solutions, Interactive Voice Recognition (IVR)). The student must become familiar with the hardware requirements for the implementation of the CTI paradigm (network card, specialized hardware). Students need to know the principle of digitalization of human speech, and the differences in formats transmitted to the telephone network and the sound card of the computer. Student should familiarize him/herself with basic products that can be integrated into more complex solutions, and familiarize him/herself with how to access home telephones through communication protocols or through APIs.

Course outcomes

• Identify the intertwining nature of computer and communication technologies.
• Know some hardware solutions that enable the realization of the CTI paradigm.
• Compare basic products that enable integration into more complex CTI solutions.
• Analyze the possibilities of integrating CTI solutions with business systems (e.g. CRM).
• Assess the benefits of certain CTI solutions architecture with respect to the given business problem to be solved using CTI.

Course content

Computer and telephony integration paradigm (CTI). Voice transfer over the telephone network. Speech transmission in the packet network. Solutions based on CTI: Call center solutions, IVR (Interactive voice recognition...). Hardware prerequisites for realization of CTI - telephony vs. packet network. Voicemail transfer (VoIP). Products for the realization of CTI services (e.g. Envox).