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CTI INTEGRATION Coordinated voice and data transfer, also known as "Screen Pop" is one of the most popular CTI applications. When the IVR transfers a call to customer service, the agent receiving the call gets associated information (related to the call) on their desktop PC. In this way, they can avoid having to ask the caller to repeat information such as their account number. Agents can more quickly serve callers by reviewing information such as where they were in the IVR and information the caller previously received via IVR. CTI can also be used to implement intelligent call routing. Calls can be routed based on account and/or caller specific information. DAC Systems has been making these types of "Call Director" applications for years. CTI Integration is based on a CTI Server which is linked to the PBX. The CTI Server can both receive event data from the PBX as well command/control the PBX. All major switches have a CTI link for connections to a CTI Server (e.g. Avaya, Mitel, NEC, Nortel, Siemens).