CTI
CTI, otherwise referred to as Computer Telephony Integration can cover many different areas. Typially, it is the link between your CRM Software (ACT, MS Contacts, Goldmine, or other bespoke Database) and your telephone system.
It enables your users to a) Power Dial, by clicking on the screen to initiate an outbound call, or b) when an inbound call is received, the telephone system will pass the CLI into a database, and when a match is found, the record is popped up on the screen, thus empowering the user to have all the callers details to hand before the call is answered.
All Avaya telephone systems come with software to accompany the users handsets, which enables certain functionality to be actioned via the PC.