COMPUTER TELEPHONY INTEGRATION (SCREENPOP) is used widely in the industry with :
Call information display (caller’s number (ANI), number dialed (DNIS), and Screen population on answer, with or without using calling line data.
Phone control. (answer, hang up, hold, conference, etc.).
Coordinated phone and data transfers between two parties (i.e. pass on the Screen pop with the call).
Phone control. (logging on; after-call work notification).
Advanced functions such as call routing, reporting functions, automation of desktop activities, and multi-channel blending of phone, e-mail, and web requests.
Agent state control (for example, after-call work for a set duration, then automatic change to the ready state).
Automatic dialing and computer controlled dialing (fast dial, preview, and predictive dial.).
Call control for Quality Monitoring/call recording software.
