CTI
Welcome to CTI
The Acronym CTI stands for Computer Telephony Integration it’s the Application used by Companies to integrate a Computer System to a Telephony System to make or receive Calls or both like Call Centres.
I’ve worked with a CTI called Genesys in a major Telecom Company in Lisbon, Portugal for 6 Years from 2001 to 2006.
My Role was being the only CTI Administrator and I had to create Users/Passwords and assign them to Outbound Marketing Campaigns inside the Call Centre and to Troubleshoot issues with Users/Passwords and the Active Campaigns.
My Daily Tasks were to check the E-Mail Mailbox related to the CTI for New Users or Requests to Change Passwords or to Create New Campaigns.
When a Software Update was required on Genesys I had to stop the Background Processes called Demons on Unix then install the Update and then start the Demons again.
The Hardware/Software that I’ve used for my Role was Hewlett Packard Workstation with Microsoft Windows 2000 Client and the Server was a Sun Microsystems Enterprise Server with the Unix Operating System Solaris 8 and the Database Oracle 8.