Abstract: A Computer-Telephony Integration (CTI) system is used to control an Automatic Call Distribution (ACD) system, and non-ACD phone functions, where all functions can be performed at either the phone or the computer display by creating a Bidirectional CTI Model (BCM) in software. The ACD system is used in call centers to route incoming calls to call takers according to attributes such as dispatcher skill-sets or time since last call received. The ACD system is also able to send a call to a dispatcher without ringing, using an auto-answer system. The CTI system allows telephone functions such as originating calls, answering calls, and hold, transfer, and conference features to be controlled by a computer workstation.