# Routing words that survived contact

Study notes. Not vendor documentation and not legal advice.

- Wikipedia's CTI article says the term covers desktop efficiency and server functions such as automatic call routing.
- A contact center, on the call centre article, adds channels beyond voice.
- Zoom names voice, video, and chat for consumers.
- Talkdesk's forecast API talks about queues and time intervals.
- A queue's exact configuration object was not opened for all three vendors.

Write route, then desktop. Under route, cite the decision. Under desktop, cite CTI and screen pop as Wikipedia's framing. If you add a queue, cite the Talkdesk forecast page and do not copy that word onto Zoom or Avaya without a page.