This function only works on Window-based computers.
Computer telephony integration, also called computer–telephone integration or CTI, is technology that allows interactions on a telephone and a computer to be integrated or coordinated. For all incoming calls, the Agent is given the choice to create a call log to which a Requester can be connected. The call logs can also be connected to Tickets.
The incentive for the function is to keep track on how many calls are handle and the durations of these.
NSP CTI Client flow