Call Center Hosting CRM Integration & CTI (Computer Telephony Integration) 1 — Questions and Answers
Question 1: What does CTI stand for in a call center environment?
- Computer Telephony Integration (Correct answer)
- Call Trunk Interface
- Contact Terminal Integration
- Customer Tracking Interface
Correct answer: Computer Telephony Integration
CTI stands for Computer Telephony Integration, which connects telephone systems with computers to enable coordinated call handling and automatic data retrieval.
Question 2: Which CTI feature automatically displays a caller's account information on an agent's screen the moment a call is connected?
- IVR deflection
- Screen pop (Correct answer)
- Call barging
- Queue callback
Correct answer: Screen pop
A screen pop automatically retrieves and displays a caller's CRM record on the agent's screen when a call arrives, eliminating manual lookups.
Question 3: What is a 'soft phone' in the context of CTI?
- A physical desk phone with a touch screen
- A VoIP phone requiring a dedicated hardware adapter
- A software application that emulates a phone on a computer (Correct answer)
- A wireless headset connected to a PBX
Correct answer: A software application that emulates a phone on a computer
A soft phone is a software application installed on a computer or mobile device that replicates full phone functionality, allowing agents to make and receive calls without physical hardware.
Question 4: Which Microsoft-developed API protocol is commonly used to enable CTI communication between a PBX and external applications?
- SNMP
- TAPI (Telephony Application Programming Interface) (Correct answer)
- FTP
- LDAP
Correct answer: TAPI (Telephony Application Programming Interface)
TAPI (Telephony Application Programming Interface) is a Microsoft standard that allows applications to control telephony functions such as making, receiving, and transferring calls.
Question 5: What is 'click-to-dial' functionality in a CTI-integrated CRM?
- Automatically routing calls to the longest idle agent
- Allowing agents to initiate a call by clicking a phone number within the CRM (Correct answer)
- Sending an automated text after a call ends
- Recording calls for quality assurance purposes
Correct answer: Allowing agents to initiate a call by clicking a phone number within the CRM
Click-to-dial allows agents to start a phone call by clicking a contact's number directly in the CRM interface, eliminating manual dialing and reducing misdialed errors.
Question 6: What is the primary purpose of automatic call logging in a CRM-CTI integration?
- Blocking spam callers from reaching agents
- Automatically creating a record of each call, its duration, and outcome in the CRM (Correct answer)
- Routing calls based on customer value score
- Encrypting call audio for compliance purposes
Correct answer: Automatically creating a record of each call, its duration, and outcome in the CRM
Automatic call logging creates a timestamped CRM record of each interaction including duration and disposition codes, ensuring accurate history without requiring manual agent entry.
Question 7: In CTI terminology, which statement best describes a 'screen pop'?
- A notification that call queue thresholds have been exceeded
- A marketing popup displayed to callers during hold music
- The automatic display of a customer's CRM record on the agent's screen when a call arrives (Correct answer)
- A configuration window for setting up IVR menus
Correct answer: The automatic display of a customer's CRM record on the agent's screen when a call arrives
A screen pop is a CTI feature that automatically retrieves and presents relevant customer data from the CRM on the agent's screen at the moment an inbound call connects.
Call Center Hosting CRM Integration & CTI (Computer Telephony Integration) 1
What does CTI stand for in a call center environment?