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Forms of CTI

Generally, there are two forms of CTI.

* First-party call control o First party call control operates as if there is a direct connection between the user's computer and the phone set. An example of this would be a modem card in a desktop computer, or a phone plugged directly into the computer. Typically, only the computer associated with the phone can control it, by sending command directly to the phone. The computer can control all the functions of the phone, normally at the computer user's direction. First party call control is the easiest to implement but is not suited to large scale applications such as call centers. * Third-party call control o Third-party call control is more difficult to implement and often requires a dedicated telephony server to interface between the telephone network and the computer network. Third party call control works by sending commands from a user's computer to a telephony server, which in turn controls the phone centrally. Specifically, the user's computer has no direct connection to the phone set, which is actually controlled by an external device. Information about a phone call can be displayed on the corresponding computer workstation's screen while instructions to control the phone can be sent from the computer to the telephone network. Any computer in the network has the potential to control any phone in the telephone system. The phone does not need to be attached directly to the user's computer, although it may physically be integrated into the computer (such as a VoIP soft phone), requiring only a microphone and headset in the circuit, without even a keypad, to connect to the telephone network.