Call Center Hosting CRM Integration & CTI (Computer Telephony Integration) 2 — Questions and Answers
Question 1: Which API framework is most commonly used for integrating modern cloud-based contact center platforms with CRM systems?
- SOAP-based WSDL
- REST APIs using JSON (Correct answer)
- XML-RPC
- CORBA middleware
Correct answer: REST APIs using JSON
REST APIs using JSON have become the dominant integration method for cloud contact centers because they are lightweight, widely supported, and easy to implement across SaaS platforms.
Question 2: What does 'embedded CTI' mean in a CRM platform?
- Telephony hardware physically installed inside a server rack
- Telephony controls built directly into the CRM user interface (Correct answer)
- A separate window that opens alongside the CRM for call management
- CTI software that only runs on-premises
Correct answer: Telephony controls built directly into the CRM user interface
Embedded CTI integrates telephony controls such as dial pad, call status, and transfer buttons directly within the CRM UI, so agents never need to switch between applications.
Question 3: In CTI systems, what is ANI (Automatic Number Identification) primarily used for?
- Encrypting the caller's phone number during transmission
- Identifying the caller's phone number to look up their CRM record (Correct answer)
- Assigning an agent extension to an inbound call
- Blocking calls from unrecognized numbers
Correct answer: Identifying the caller's phone number to look up their CRM record
ANI delivers the caller's phone number to the receiving system, enabling the CTI software to automatically query the CRM and retrieve the matching customer record.
Question 4: Which Salesforce product provides native browser-based CTI integration capabilities for contact centers?
- Salesforce Marketing Cloud
- Salesforce Open CTI (Correct answer)
- Salesforce Commerce Cloud
- Salesforce Data Cloud
Correct answer: Salesforce Open CTI
Salesforce Open CTI is a JavaScript API that enables contact center vendors to build browser-based soft phones embedded directly into Salesforce without requiring desktop plugin installations.
Question 5: What is the primary productivity benefit of automatic call logging in a CRM-CTI integration?
- It reduces server costs by compressing audio files
- It eliminates the need for agents to manually enter call details after each interaction (Correct answer)
- It automatically transfers calls to supervisors when negative sentiment is detected
- It generates invoices for billable call time
Correct answer: It eliminates the need for agents to manually enter call details after each interaction
Automatic call logging removes the post-call wrap-up burden of manual data entry, reducing after-call work time and allowing agents to handle more interactions per shift.
Question 6: In CRM-CTI integration, what is a 'disposition code'?
- A code that determines call routing priority
- A classification an agent assigns to describe the outcome or result of a call (Correct answer)
- An error code generated when a CTI integration fails
- A security token used to authenticate the CRM-telephony connection
Correct answer: A classification an agent assigns to describe the outcome or result of a call
A disposition code is a label agents apply at the end of a call to categorize its outcome (e.g., 'sale made,' 'issue resolved,' 'callback needed'), which is stored in the CRM for reporting and analysis.
Question 7: What is 'presence status' in a CTI-integrated contact center environment?
- The number of callers currently on hold in the queue
- A real-time indicator showing whether an agent is available, on a call, or offline (Correct answer)
- The geographic location of a calling customer
- A compliance flag indicating whether a call was recorded
Correct answer: A real-time indicator showing whether an agent is available, on a call, or offline
Presence status is a real-time availability indicator synchronized between the telephony system and CRM, enabling supervisors and routing engines to see which agents can accept new interactions.
Call Center Hosting CRM Integration & CTI (Computer Telephony Integration) 2
Which API framework is most commonly used for integrating modern cloud-based contact center platforms with CRM systems?