Panasonic Section 520 User Manual

DBS-92-520

Issued April 2000

  1

Most businesses already use computers and telephones extensively in their 
day-to-day operations. With few exceptions, however, business telephone and 
computer systems have historically remained independent entities - no 
interaction or common communication was possible between the two types of 
systems. Recent advances in technology have made possible the merger of the 
two systems into a cohesive and more effective communications and 
operational office tool. The technology which makes this possible is called 
Computer Telephony Integration (CTI).

The possibilities for CTI are endless. For instance:

- inbound callers may be routed to the most appropriate customer 

representative based on the caller’s phone number. As the call is 
answered, the representative’s computer screen automatically 
displays the customer’s information. 

- a computer-based phone directory may be used to not only look 

up a phone number but also initiate the call.

- the vast array of PBX features may be more easily utilized using 

computer screen icons and prompting instead of complicated 
telephone feature access codes and procedures.

What are the advantage to CTI?

- increased access to information

- improved sharing of information

- more effective communication

- more effective use of the telephone system 

- more timely response

- improved customer satisfaction

One of the most significant emerging standards in CTI is the Telephony 
Services Application Programming Interface from Novell®. 

Telephony Services provides computer applications with third-party call 
control capabilities. These applications may act on behalf of one user or a 
group of users. With this group orientation, Telephony Services affords easy 
distribution and transfer of calls and reporting of call handling