Overview of Contact Search in CTI

You use the Computer Telephony Interface (CTI) contact search to search for a contact when there is an incoming call. The contact search enables you to do the following:

• Search for the contact record of the caller by specifying a contact attribute, such as a phone number or an email ID.

• Select a contact record from a list of records that are displayed based on a pre-filled caller information, such as a phone number. This information can be derived from an IVR system.

• Create a new contact if the caller record isn't found.