CTI event refers to a specific occurrence or incident within the realm of Computer Telephony Integration (CTI). CTI denotes the technology and integration of telecommunication systems with computer systems or software applications. CTI events are points of interaction or communication that take place between the telephony system and the computer system.
A CTI event encompasses various activities, including incoming and outgoing calls, call transfers, call hold or call release, call conference, call routing, call recording, call monitoring, caller identification, voice recognition, call data logging, and other related telephony operations. These events are triggered by specific actions or conditions, such as user inputs, server commands, or system-generated triggers.
During a CTI event, critical information is exchanged between the telephony system and computer systems, enabling seamless integration and providing enhanced functionality. The exchange of data during a CTI event helps automate and streamline tasks, improve customer service, enable voice and data convergence, and offer various telephony-driven features within computer-based applications.
CTI events play a crucial role in contact centers and organizations that heavily rely on telephony communications. They enable the efficient handling and management of calls, integration with customer relationship management (CRM) systems, data synchronization, and automatic call routing based on predefined criteria. Overall, CTI events are instrumental in bridging the gap between traditional telephony systems and modern computer systems, facilitating efficient and effective communication in today's interconnected world.
