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14 / 3653 |
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CTI provides call centers the ability to connect their telephony peripherals to a computer system so that data messages or "events" can be communicated back and forth over a data network. Events are the key to keeping track of all the calls coming in and out of the call center.
For example, every time a call rings an agent's phone, a "CALL_DELIVERED" event is generated and sent over the CTI connection...
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Every time an agent answers a call, a "CALL_ESTABLISHED" event is generated and sent over the CTI connection. Many different types of events exist and act as triggers for anything that might be listening to the communication. Located with in the event's message set is a unique call identification number that is used to keep track of the call throughout the data network...
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General points of the essay
Intelligent Call Routing
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