Cisco Cisco Computer Telephony Integration Option 8.5

Like call transfers, call conferences are handled differently by different types of 
ACDs and may involve the creation of several calls that are all linked together.

You can use either of two client models to integrate call center applications with 
ICM software: agent workstation or CTI Bridge.

In the agent workstation model, the client is an application running on a personal 
computer on an agent’s desktop. This client is interested in the call data and call 
events related to a single agent teleset. The agent workstation application might 
also be interested in agent state changes.

Typically, when the agent workstation application is informed of an incoming 
call, it will likely use the call data collected by ICM software to retrieve 
caller-specific data from a database. This data is presented on the agent 
workstation screen at approximately the same time that the incoming call is 
connected to the agent.

While handling the call, the agent may wish to update some of the call data. For 
example, an agent who is processing an insurance claim may make some 
adjustments to the call data; an update ensures that the changes are not lost before 
the call is transferred to a second agent. Upon completion of the call, the client 
may be used by the agent to add call-specific wrap-up information to the 
Termination Call Detail record logged in the ICM database. This wrap-up data 
may be a key value that can help locate more detailed transaction information in 
some other database. If the agent should conference with or transfer the call to 
another agent on the same ACD with a CTI client workstation, then that agent’s 
CTI client also receives the incoming call data, including any updates made by the 
first agent. If the transfer or conference involves an agent on another ACD, the 
call data is provided to the remote CTI client if a translation route is used.