Call Center Hosting CRM Integration & CTI (Computer Telephony Integration)

Question 1

What does CTI stand for in a call center environment?

Accepted Answer

Computer Telephony Integration

Answer

Call Trunk Interface

Answer

Contact Terminal Integration

Answer

Customer Tracking Interface

Question 2

Which CTI feature automatically displays a caller's account information on an agent's screen the moment a call is connected?

Accepted Answer

Screen pop

Answer

IVR deflection

Answer

Call barging

Answer

Queue callback

Question 3

What is a 'soft phone' in the context of CTI?

Accepted Answer

A software application that emulates a phone on a computer

Answer

A physical desk phone with a touch screen

Answer

A VoIP phone requiring a dedicated hardware adapter

Answer

A wireless headset connected to a PBX

Question 4

Which Microsoft-developed API protocol is commonly used to enable CTI communication between a PBX and external applications?

Accepted Answer

TAPI (Telephony Application Programming Interface)

Answer

SNMP

Answer

FTP

Answer

LDAP

Question 5

What is 'click-to-dial' functionality in a CTI-integrated CRM?

Accepted Answer

Allowing agents to initiate a call by clicking a phone number within the CRM

Answer

Automatically routing calls to the longest idle agent

Answer

Sending an automated text after a call ends

Answer

Recording calls for quality assurance purposes

Question 6

What is the primary purpose of automatic call logging in a CRM-CTI integration?

Accepted Answer

Automatically creating a record of each call, its duration, and outcome in the CRM

Answer

Blocking spam callers from reaching agents

Answer

Routing calls based on customer value score

Answer

Encrypting call audio for compliance purposes

Question 7

In CTI terminology, which statement best describes a 'screen pop'?

Accepted Answer

The automatic display of a customer's CRM record on the agent's screen when a call arrives

Answer

A notification that call queue thresholds have been exceeded

Answer

A marketing popup displayed to callers during hold music

Answer

A configuration window for setting up IVR menus