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When CTI was first delivered, it was done through a large computing platform, either a mainframe or a high-end midrange computing system These systems included such things as the IBM mainframe, AS/400, DEC VAX, or HP systems Although they worked, they were expensive and sophisticated, requiring an extensive investment as well as application programming interfaces that made the service available only to large organizations The implementation of server-based or LAN-based platforms, however, has trickled down to the very small organizations No longer can one determine or assume that a company using CTI applications is very large As a matter of fact, many of the CTI applications are now rolling out on PC-based platforms for small organizations Companies with three, five, or as many as 10 call-answering or telemarketing positions have implemented CTI very effectively These lower-cost solutions have made CTI a reality within organizations around the world It was through LAN technology and not PBX technology that CTI actually got a foothold within organizations Imagine if we had waited for the PBX manufacturers and the telephone companies to roll out CTI integration for us We would probably still be waiting In the past few years, however, the computer manufacturers have provided the push and the software developers have contributed the innovations to make CTI a reality This relatively new yet rapidly accepted approach to using the server as the instrument to provide CTI has thrust CTI into the forefront of telecommunications technology As mentioned earlier, the voice server on a LAN is designed to connect directly to the public switch telephone network, handle calls coming into the group, and then process those calls directly to the desktop Priority customers and special handling arrangements enable specific users to work around the high-end PBX and Centrex platforms and go directly to the individual department or customer service group without proceeding through the corporate platform This in turn changes the architecture, because of the CTI applications that can work on a server platform PBXs, once known for their large investments and proprietary nature, can now remain single-line telephony service providers When higher-end features and functions are necessary, the end user merely has to buy computer-based software, as opposed to highend PBX architectural software Of course, the PBX manufacturers have recognized this shift in the technology implementation and all of the PBX manufacturers are now developing the CTI interfaces or the software with third-party developers to reclaim customers Because the PBX need only be an uncomplicated telephone system for the masses within an organization, the technology can last significantly longer In the old days of the PBX, the plan was to keep the system for a period of about 10 years However, reality dictated that the PBX was changed on a basis of about five to seven years This involved major investments and changes within architecture, causing a significant amount of corporate stress
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As a quick side note, whenever a new PBX was installed, it usually meant that the Telecom manager within a corporation would be leaving soon Regardless of how many technological advancements or enhancements were installed, users expectations were never met The frustrations of the users and the complaints made to management usually led to the Telecom manager s demise Now with the features and functions moved to a PC-based platform, the Telecom manager can breathe easier Without the need to upgrade the PBX or change an entire infrastructure, the Telecom manager can implement which features or functions are necessary and available on a department-by-department basis On a large scale, all PBX features would be available to all users By using the CTI implementation on a server, since features are purchased on a department-by-department basis, they are subsequently less expensive This has been the boon of the 1990s
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