Call Center Hosting CRM Integration & CTI (Computer Telephony Integration) 3

Question 1

Which integration method embeds telephony controls directly inside a CRM browser window using a JavaScript SDK without requiring desktop software installation?

Accepted Answer

Browser-based CTI using a JavaScript SDK (e.g., Salesforce Open CTI)

Answer

SIP trunking via a T1 adapter

Answer

PRI line integration via a hardware gateway

Answer

TAPI middleware installed on each agent's workstation

Question 2

What does DNIS (Dialed Number Identification Service) enable in a CTI integration?

Accepted Answer

It tells the receiving system which number the caller dialed, enabling targeted routing and screen pops

Answer

It identifies the physical location of the calling party

Answer

It encrypts DTMF tones entered by the caller

Answer

It provides the agent's extension number to the IVR system

Question 3

What is a 'warm transfer' in call center operations?

Accepted Answer

Connecting the receiving agent before transferring the caller, allowing a briefing handoff

Answer

Transferring a call to an agent in a lower-cost region

Answer

Automatically queuing a call for callback during peak hours

Answer

Escalating a call to a supervisor without notifying the customer

Question 4

Which technology enables real-time transcription of calls to be automatically pushed into CRM records during or after an interaction?

Accepted Answer

Automatic Speech Recognition (ASR)

Answer

DTMF tone detection

Answer

SNMP network monitoring

Answer

SIP OPTIONS heartbeat

Question 5

What is a 'unified agent desktop' in the context of a CTI-integrated contact center?

Accepted Answer

A consolidated interface combining telephony controls, CRM data, knowledge base, and chat tools in one screen

Answer

A single physical monitor displaying multiple applications side by side

Answer

A standardized PC hardware specification for call center workstations

Answer

A cloud storage platform for call recordings

Question 6

In CTI, what is the purpose of 'IVR data passing' to the agent's screen pop?

Accepted Answer

To send data collected in the IVR session to the agent before the call connects, eliminating repeat questions

Answer

To replay the customer's IVR keypress selections for quality monitoring

Answer

To block callers who provide invalid account numbers in the IVR

Answer

To route calls internationally based on the IVR language selection

Question 7

What type of integration approach uses a third-party middleware layer to connect telephony platforms with CRM systems when native connectors are unavailable?

Accepted Answer

Middleware or iPaaS (Integration Platform as a Service)

Answer

Embedded SDK integration

Answer

Native telephony connector

Answer

Direct SIP peering