There are many disadvantages of using analog CTI ( Computer Telephony Integration) cards. Apart from that, digital CTI boards offer many advantages over analog CTI boards and I would like to list three main reasons why one should upgrade to digital CTI boards from analog ones.
Even in India, E1 connectivity or PRI lines are easily available from any telecom service provider and it is much cheaper. And with, many new CTI manufacturers are offering high quality digital CTI boards which are easily available.
Here are three reasons :-
1. Dialed Number Identification ( DNI Facility)
Digital boards provide DNI ( dialed Number Identification) which is not available in analog CTI boards. DNI can be very useful. It provides options for separate CTI applications depending on the DNI detected. The same interactive voice response application could play different welcome prompts as per DNI. For example:- A digital interface with Telephone exchange may offer 30 different numbers, and one common number for all 30 lines. Now depending on caller dialing one or groups of numbers, a separate greetings, separate call flow can be implemented in the same CTI application. There would be flexibility to change, modify these numbers without having to change any physical lines.
DNI can also be used for shortcut in menu options. For example, there are 4 kinds of complaints in a company. Four separate numbers could be used for each of the complaints saving callers time to choose a complaint through menu. This can greatly increase usability of any interactive voice response system application.
2. Quick connections
Digital CTI boards uses digital protocol for quick call setup and quick information exchanges. So, any call can be connected quickly. But n analog, it order to CTI boards, one has to wait two rings before the call can be connected. Many of the times, analog CTI boards may not detect CLI at all. Any irate customer gets more irritated when her call is connected after 2/3 rings. It also saves time and handle more calls. So the throughput of digital boards is more than analog CTI boards.
3. Disconnect Problems
Analog CTI boards need to train on varius disconnect tones which may vary from one PABX to another. It takes time to setup detection of these various tones like Busy Tone, Engage Tone, Disconnect Tone, Dial Tone. Also, it takes some minimum time to detect any of these tones. So, analog CTI boards take time to dial out, disconnect.
During outbound calls, it is not easy to detect if called number has picked the call or not. Many people use here voice activity detection as ring back tone does not work with accuracy. With digital CTI boards, all these problems are removed. This not only saves time, but it increases efficiency, result in more number calls.
There is one benefit of having analog lines. out of many analog lines, if one cable is cut, remaining lines will work, in digital, it is only one wire, so one cable is cut, whole of your lines or at least minimum 30 ports would go down.
So, if you are still using analog CTI board, consider upgrading to digital CTI boards now!