Computer-Telephony Integration

Course Description

Introduction in Computer Telephony Integration technologies (CTI), interfaces, international standards and organizations. CTI domain and components, signaling and CTI topology. CTI in converged architectures. Call and contact centers and application controlled routing for incoming and outgoing calls. Interactive voice response (IVR) systems. Traffic modeling and resource allocation in call centers. CSTA protocol and CSTA call procedures. CTI and intelligent network architectures and services. CTI service market analysis.

General Competencies

After finishing this course students will have basic knowledge on computer-telephony integration technologies, system architecture and basic concepts about service creation in an environment that includes public telephone network, integrated services digital network and Internet. Students will have basic knowledge about difference between technological solutions for CTI and for intelligent network - both are based on application of computers for service deployment.

Learning Outcomes

  1. to define concept, architecture and organisation of CTI services
  2. to explain how CTI services operate and their functionality
  3. to apply knowledge about CTI services and related protocols
  4. to analyze functions of CTI services, as well as their interactions in order to select appropriate ones
  5. to analyze organization of CTI services for public and private networks
  6. to define basic components for CTI service realisation and solutions for special instances
  7. to create network CTI services including available private and public resources
  8. to evaluate and assess solutions of CTI services based on different technologies

Forms of Teaching

Lectures

Lectures, with lecture notes and presentations available in advance on the web.

Exams

Midterm exam and final exam.

Laboratory Work

Complex laboratory assignments that include building CTI services, defining communication and system parameters, running different usage scenarios.

Consultations

Regular consultations hours with lecturer, four tems every week.

Acquisition of Skills

Literature search on CTI services. Building software environment for CTI service design and anslysis.

Programming Exercises

Service modelling using software tool ENVOX.

Other Forms of Group and Self Study

Homeworks related to CTI services and architectures.

Grading Method

   
By decision of the Faculty Council, in the academic year 2019/2020. the midterm exams are cancelled and the points assigned to that component are transferred to the final exam, unless the teachers have reassigned the points and the grading components differently. See the news for each course for information on knowledge rating.
   
Continuous Assessment Exam
Type Threshold Percent of Grade Threshold Percent of Grade
Laboratory Exercises 50 % 20 % 10 % 20 %
Homeworks 50 % 10 % 5 % 10 %
Class participation 0 % 5 % 0 % 0 %
Attendance 0 % 5 % 0 % 0 %
Mid Term Exam: Written 50 % 20 % 0 %
Final Exam: Written 50 % 20 %
Final Exam: Oral 20 %
Exam: Written 50 % 40 %
Exam: Oral 30 %
Comment:

All laboratory assignements should be completed succefully.

Week by Week Schedule

  1. Introduction, historical overview, standardization and environment, basic definitions of CTI (Computer Telephony Integration) terminology, CTI services.
  2. CTI environment: commutation, LAN, ISDN, internet and mobile networks, converging systems. Standard interfaces and tools, specificity and criteria for call processing in diverse networks, CTI domain.
  3. Integration technologies and interfaces. CTI domain and conditions of the resource accessibility. Basic call and additional services, service management in CTI domain.
  4. CTI in converged architectures. LAN-PBX, IP-PBX, Softswitch, hybrid and multifunction architecture. Transparent service management for channel and packet switched networks.
  5. CTI service implementation in H.323 network. Components, protocols and services. 1-st and 3-rd party call control in H.323 network.
  6. CTI service implementation in SIP network. Components, protocols and services. 1-st and 3-rd party call control in SIP network.
  7. Electronic mail service in CTI domain - call and email integration. Unified messaging service. Methods for format and message translation.
  8. Midterm exam.
  9. Call center and remote dialling systems. Agents, agent state model. Model of contact center. Performances of remote dialing systems.
  10. Automatic call distribution - architectures and call routing criterias. Contact centers and customer relationship managamenet (CRM) systems.
  11. Interactive voice response (IVR) systems. Voice information, analysis and synthesis of speech signal. Types and features of spoken dialogue for CTI services.
  12. Traffic Modeling and Resource Allocation in Call Centers. Methods and functions for speaker recognition, information retrieval or recognition of forms for special purposes in CTI services.
  13. CSTA protocol in packet and channel switched networks. Call state model of CSTA. CSTA call procedures.
  14. CTI market, qualitative and quantitative properties of CTI services. Comparison of CTI and intelligent network architectures and corresponding services. Future trends.
  15. Final exam.

Study Programmes

University undergraduate
Telecommunication and Informatics (module)
Elective Courses (6. semester)

Literature

(.), Computer Telephony Integration Rob Walters Artech House Publishers Boston London 1998,
(.), Internet Telephony David D. Clark, at all MIT Press 2001,
(.), Computer Telephony Integration William A., Jr. Yarberry Auerbach Publications 2003,

General

ID 34328
  Summer semester
4 ECTS
L1 English Level
L1 e-Learning
30 Lectures
0 Exercises
15 Laboratory exercises
0 Project laboratory

Grading System

85 Excellent
70 Very Good
60 Good
50 Acceptable