Computer Telephony Integration System
The center point of the call centers expanded capabilities. This provides the foundation for enhanced capabilities in the call center. CTIS allows for the following:
CTIS - The integration point for the Call Center
How it works
CTIS receives notification of all call events for all calls passing through the switch via the switch CTI link. CTIS starts a call record for each call and appends all call events to this record. CTIS receives all IVR collected information for each call handled by the IVR. CTIS uses this information to fetch the customer information from the host. CTIS analyzes the customer information received from the switch, IVR and Host, matches this information to the agent skill set and determines an agent or agent queue best equipped to handle the call. CTIS then instructs the switch to route the call to the correct agent or queue.
Once the switch has routed the call, CTIS receives notification of the agent receiving the call. CTIS then sends a message over the network to the agent workstation containing the caller information. This information is collected by the CTIS client on the agent workstation and is made available to the agent application.
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