Cisco Cisco Computer Telephony Integration Option 8.5

This chapter introduces Cisco CTI Server and provides an overview of the ways 
in which CTI clients can work together with the CTI Server and ICM software. It 
includes the following:

Description of the Cisco Intelligent Contact Management (ICM) software and 
the way that Cisco CTI fits in with ICM software.

Description of various CTI Server configurations.

Cisco CTI Server is the basic server component of Cisco CTI, which enables ICM 
software to deliver agent, call, and customer data in real-time to a server and/or 
workstation application as events occur throughout the life of a call. The CTI 
Server is a software process that runs on a Peripheral Gateway (PG) machine. It 
is the CTI gateway into ICM software’s data and services. 

Pre-route indications identify a caller and provide associated attributes to 
applications while the call is still in the public or private network and before 
the caller is connected to an agent, Web server or IVR.

Call events are provided throughout all stages of the call flow, from the 
moment a call arrives at an answering location (ACD, PBX, IVR, Web server) 
until the caller hangs up.

Agent work state changes are reported as they occur.