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Computer Telephony Integration : Messaging Limitations

Computer Technology Integration currently exists as a discipline of technology that remained in a silo for many years, isolating it from the rest of enterprise technology. The negating factor is economies of scale due to the loosely coupled components known as adjuncts that give us the ability to produce service offerings for the business such as call recording, data-rich screen-pops of customer information, predictive outbound dialing, and intelligent call delivery to geographically dispersed groups of call center agents. The concept of a phone switch such as a Central office (CO), private branch exchange (PBX), or Automated Call Distributor (ACD) refers to a highly concentrated collection of phone lines that connect two or more people to facilitate a phone call. Today’s contact centers rarely scale over 500 agents per PBX. The limiting factor is the CTI technology that provides the event driven messaging to the call center adjuncts. This method of delivering the CTI message originally started out as a 9600 Baud serial stream which adapted to a socket based IP stream that delivers the same data with an equivalent throughput due to message queuing restrictions of the switch fabric. The major limitation that exists with the current environment is the delivery of messages between adjuncts and the PBX.

The emerging technology of Session Initiated Protocol (SIP), delivers itself in a messaging format similar to email and DNS.