Call Center Hosting CRM Integration & CTI (Computer Telephony Integration) 2

Question 1

Which API framework is most commonly used for integrating modern cloud-based contact center platforms with CRM systems?

Accepted Answer

REST APIs using JSON

Answer

SOAP-based WSDL

Answer

XML-RPC

Answer

CORBA middleware

Question 2

What does 'embedded CTI' mean in a CRM platform?

Accepted Answer

Telephony controls built directly into the CRM user interface

Answer

Telephony hardware physically installed inside a server rack

Answer

A separate window that opens alongside the CRM for call management

Answer

CTI software that only runs on-premises

Question 3

In CTI systems, what is ANI (Automatic Number Identification) primarily used for?

Accepted Answer

Identifying the caller's phone number to look up their CRM record

Answer

Encrypting the caller's phone number during transmission

Answer

Assigning an agent extension to an inbound call

Answer

Blocking calls from unrecognized numbers

Question 4

Which Salesforce product provides native browser-based CTI integration capabilities for contact centers?

Accepted Answer

Salesforce Open CTI

Answer

Salesforce Marketing Cloud

Answer

Salesforce Commerce Cloud

Answer

Salesforce Data Cloud

Question 5

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

Accepted Answer

It eliminates the need for agents to manually enter call details after each interaction

Answer

It reduces server costs by compressing audio files

Answer

It automatically transfers calls to supervisors when negative sentiment is detected

Answer

It generates invoices for billable call time

Question 6

In CRM-CTI integration, what is a 'disposition code'?

Accepted Answer

A classification an agent assigns to describe the outcome or result of a call

Answer

A code that determines call routing priority

Answer

An error code generated when a CTI integration fails

Answer

A security token used to authenticate the CRM-telephony connection

Question 7

What is 'presence status' in a CTI-integrated contact center environment?

Accepted Answer

A real-time indicator showing whether an agent is available, on a call, or offline

Answer

The number of callers currently on hold in the queue

Answer

The geographic location of a calling customer

Answer

A compliance flag indicating whether a call was recorded