For example based on the CLID information sent from the phone system the screen

For example based on the clid information sent from

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For example, based on the CLID information sent from the phone system, the screen pop could show the customer’s name, address, account number, and account standing. Page 9
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© 2014 Avaya Inc. All Rights Reserved. On the software level, the most adopted interface by vendors is the Computer-supported telecommunications applications or CSTA standard, approved by the international standards body. Click on a term to find out more about other CTI standards. Page 10
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© 2014 Avaya Inc. All Rights Reserved. Employing CTI provides the call center with the option of using a wide variety of features, for example: Calling-line information display such as the caller's number or the number dialed Screen population on answer On-screen dialing using fast dial, preview, or predictive dial On-screen phone control, for example, answer, hang up, hold, or conference Call center phone control such as logging on, and after-call work notification Agent state control (for example, after-call work for a set duration, and then automatic change to the ready state) Page 11
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© 2014 Avaya Inc. All Rights Reserved. One of the options with CTI is First Party Call Control. First Party Call Control connects a phone directly to a computer, using a serial or IP connection. In a typical situation, only the computer associated with the phone can control its functions, at the direction of the computer user. Although first party call control is easy to implement, it is not suited for large applications such as call centers. Page 12
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© 2014 Avaya Inc. All Rights Reserved. On the other hand, third-party call control does not require a computer to be directly connected to the phone. It requires a dedicated telephony server. It acts as an interface between the telephone network and the computer network. Third party call control works by issuing commands from the user’s computer to the telephony server, which controls the phone itself. Elite Multichannel uses third party call control, as illustrated in the graphic, and the Avaya Application Enablement Services acts as the telephony server, or, the interface between the Elite Multichannel Desktop, the Elite Multichannel XML server, and the Communication Manager. Page 13
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