Title: Explain computer telephony integration.
Course: Telecommunications I (10006-I) > Section: Integrating Computer Skills

Explanation should include

- integration of telephone functions into computer applications with emphasis on call center application
- common terms used in computer telephony integration (CTI), including
  - screen popping
  - dialing
  - phone control
  - call transfer
  - call routing
  - voice recording.

Process/Skill Questions:

- How is the computer used to facilitate call center management?
- What is the hierarchy for calls placed to a call center?
- How is computer telephony integration superior to non-integrated call centers?