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.
- to define concept, architecture and organisation of CTI services
- to explain how CTI services operate and their functionality
- to apply knowledge about CTI services and related protocols
- to analyze functions of CTI services, as well as their interactions in order to select appropriate ones
- to analyze organization of CTI services for public and private networks
- to define basic components for CTI service realisation and solutions for special instances
- to create network CTI services including available private and public resources
- to evaluate and assess solutions of CTI services based on different technologies
Forms of Teaching
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.
|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 %|
All laboratory assignements should be completed succefully.
Week by Week Schedule
- Introduction, historical overview, standardization and environment, basic definitions of CTI (Computer Telephony Integration) terminology, CTI services.
- 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.
- Integration technologies and interfaces. CTI domain and conditions of the resource accessibility. Basic call and additional services, service management in CTI domain.
- CTI in converged architectures. LAN-PBX, IP-PBX, Softswitch, hybrid and multifunction architecture. Transparent service management for channel and packet switched networks.
- CTI service implementation in H.323 network. Components, protocols and services. 1-st and 3-rd party call control in H.323 network.
- CTI service implementation in SIP network. Components, protocols and services. 1-st and 3-rd party call control in SIP network.
- Electronic mail service in CTI domain - call and email integration. Unified messaging service. Methods for format and message translation.
- Midterm exam.
- Call center and remote dialling systems. Agents, agent state model. Model of contact center. Performances of remote dialing systems.
- Automatic call distribution - architectures and call routing criterias. Contact centers and customer relationship managamenet (CRM) systems.
- Interactive voice response (IVR) systems. Voice information, analysis and synthesis of speech signal. Types and features of spoken dialogue for CTI services.
- 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.
- CSTA protocol in packet and channel switched networks. Call state model of CSTA. CSTA call procedures.
- CTI market, qualitative and quantitative properties of CTI services. Comparison of CTI and intelligent network architectures and corresponding services. Future trends.
- Final exam.