One unique benefit of Asterisk is that it provides a real cost effective migration path to IP telephony for many organizations. Computer Telephony Interface (CTI) allows integration of ACD and call control into business systems. Although CTI is nothing new, the need to implement CTI for Asterisk is in high demand. This paper will explore CTI for Asterisk and introduce Q-Suite, a full-featured call center ACD using Asterisk telephony and its uniform API with CTI library capable of delivering next-generation contact center functionality. This is a sure way to ensure that business systems and CRM drive the telephony interaction with customers and not the other way round.
