There are many benefits to using CTI in conjunction with call recording. At CSI, we've created a good number of connectors for a large number of phone systems and needs.
CTI is extremely useful in ensuring "cradle to grave" recording, where the entire call gets recorded, even as it passes extensions and locations.
Examples of data you can get when you're using CTI with call recording:
- Call start
- Ringing (PBX)
- Answered (PBX)
- Ringing (ACD)
- Answered (ACD)
- ANI
- DNIS
- STN
- Rte. Pt.
- Call queue event
- Call Transfer
- Agent Log In?
- Agent Log Out?
- Agent Answer
- Agent to Work
- Agent to Ready/Avail
- Agent to Break
- Work mode
- Break mode
- Call Disconnect
- Call Abandon
Currently Available CTI Connectors for Call Recording:
- Avaya
- Cisco
- Nortel
- NEC
- Siemens
- ShoreTel
- Mitel
Check back here and also on http://www.csiworld.com/features/cti-smdr-integration.php for the latest up to date news on CTI for call recording.
This blog features many contact center industry news stories and also assembles tips for improving agent performance and customer experience, helping teams evolve into world class contact centers. It's an open forum for call center supervisors, agents, vendors and managers to contribute news, stories, anecdotes and other useful information with their peers. Industry vendors and analysts are encouraged to share client success stories.
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