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Collaboration, Voice & AV · Intermediate

Computer Telephony Integration (CTI)

Integration between telephony systems and computer applications to control calls and share call data with software.

Definition

CTI enables screen pops of customer records, click-to-dial, call control from desktops, and call recording integration. CUCM exposes CTI through the CTIManager service using JTAPI and TAPI, and through CTI ports and CTI route points for applications. Contact centers rely on CTI to coordinate agent desktops with call routing.

Example

When an agent answers, CTI pops the caller's CRM record using the ANI.

Exam tip

In CUCM, CTI applications connect through CTIManager; users need CTI-enabled roles.

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