G-CTI middleware

CTI middleware is core part of exchange voice processing module for call center system.It is decided one of the key technologies for the call center system is stable running. G-CTI has laid after years of painstaking and implementation of CTI core technology, it is one of the earlist manufacturers of the CTI technology into China's CTI independent R & D technology.

CTI (Computer Telecommunication Integration) is a combination of traditional voice and data communications network,it links communication equipment and computers. Nowadays. telecommunications network and data communications network is the mutual penetration and fusion, the CTI technology represents such a development and integration trends.

CTI middleware products based on CTI technology developed CTI middleware products. The call center provided the key point CTI technology control funtion. It is a intelligent software platform which designed, developed and managed by call center.As well provide guarantee for provide fast and reliable processing and development services.

Gallop Technology is one of the first company to enter the field of CTI application software and system integrators. We focus on the CTI technology ,study and application with the call center technology. Now we have launched a series of independent intellectual property rights, CTI application software and call center middleware and other software products.

G-CTI architecture

G-CTI designed as a three-tier architecture, including: the application layer, the core control layer and access layer

• Application layer: application to third-party vendors to provide an open standard secondary development interface

• Core control layer: contains all of the core of the system control program, to provide control and management functions

• Access Layer: provides unified access management of multimedia channels

The main function of G-CTI

Soft phone: check in, check out , the skills of group management, read seating state, free agent list for all skill groups list, get the number of waiting calls, get a skill group

Seating state, to get the landing seat state of the system, to get the current seat type, restart, accept the call, reject a call, answer, hang up, outbound, consulting, stop consulting tripartite meeting

Cancel the meeting, adapter, stop diverting, maintain and restore settings synchronous data, read the sync data, clear synchronization data, mandatory check-out shows busy showing busy, listening, Override, demolitions and other functions

IVR: Welcome Message broadcast, voice navigation, telephone transactions, voice mail message on duty adapter, commuting time settings and voice broadcast; routing requests, routing canceled, call transfer and so on .

ACD: Intelligent routing can be divided into priority, monitor traffic data queue queuing, unified messaging.

Statements: statistical traffic data reports detailed records of all call information and event information, facilitate system debug record traffic history and event history

Recording: digital trunk line extension and line and IP recording in function that contains the query and retrieval of check listen, export, rated the quality control

Monitoring: Speech Works monitoring of the whole process can be realized, also has the function of sending a control command to the switch, thus easily controlling the call in adifferent relay transferred between queues

Background settings: the background of seating privileges, and feature sets