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ACDs
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Figure 3.12 CT employed in conjunction with an ACD in a call center environment.
the agent in advance of the call, thereby providing the agent with suffi cient information
to personalize the contact and improving customer service as a result. Should
the original agent need to transfer the call to another agent, the user profi le and all
other relevant data transfer along with the voice call. The earlier discussion of ACDs
presented this application in greater detail.
3.5.1 Technology, Standards, and Specifi cations
The technology concept involves ECC switches, computer systems, and application
software. The switches can be KTSs, hybrids, PBXs, ACDs, or Centrex COs. Third -
party developers write the application software in accordance with application
programming interfaces . Defi ned and supported by the equipment manufacturers,
such interfaces permit a great deal of fl exibility, incorporating user - defi nable call
handling parameters. The computers can be in the form of mainframes, midranges,
or PCs; LAN - based client/server confi gurations are commonplace. IBM ’ s CallPath
Systems Architecture (CSA), DEC ’ s Computer Integrated Telephony (CIT), and
Hewlett - Packard ’ s Applied Computer Telephony (ACT) comprised the fi rst generation
of APIs. ( Note: DEC and Hewlett - Packard both subsequently merged with
Compaq.) Early implementations involved little more than switch - to - host request
and status links. Subsequently, CT progressed to the workstation level. The specifi cs
of both the internal buses and the links between the adjunct computer and the
switch were many and various. Standards initiatives and specifi cations included the
following:
• Computer - Supported Telephony Applications (CSTA): Developed by the
European Computer Manufacturers Association (ECMA), CSTA was the fi rst
truly open CT development standard for link - level protocols. CSTA was
improved and formally standardized on an international basis by the ITU - T,
incorporating the U.S. - developed Switch - to - Computer Applications Interface
(SCAI). CSTA is a full protocol stack that requires an open - system interface
to a PBX, ACD, or Centrex COE.
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COMPUTER TELEPHONY 139