Cisco Cisco Computer Telephony Integration Option 9.0
1-4
CTI Product Description Guide for Cisco Contact Center Enterprise
CTI OS Release 8.5(1)
Chapter 1 What is CTI?
An Example of Cisco CTI at Work
Figure 1-2
Sample Request-Response Message Flow
A request generated by the CTI-enabled application (CLIENT) is sent to the CTI service (SERVER), and
a response message (CONF) is generated to indicate that the request has been received. In most cases if
the request is successful, a follow-on event will be received indicating that the desired behavior has
occurred.
a response message (CONF) is generated to indicate that the request has been received. In most cases if
the request is successful, a follow-on event will be received indicating that the desired behavior has
occurred.
An Example of Cisco CTI at Work
The following Artificial example illustrates a number of the aspects of Cisco CTI.
1.
A customer, Pierre, calls the XYZ Company from home.
2.
The Cisco CTI software looks at the ANI, compares it to a database, and determines that the caller
is Pierre, and that Pierre’s native language is French.
is Pierre, and that Pierre’s native language is French.
3.
From the Dialed Number Identification Service (DNIS—a string of digits indicating the number
dialed by a caller, which Unified ICM uses along with the trunk group to indicate the destination for
a call), the Cisco CTI software discovers that Pierre is calling the special “800” number set up for
XYZ’s new offer for upgraded services.
dialed by a caller, which Unified ICM uses along with the trunk group to indicate the destination for
a call), the Cisco CTI software discovers that Pierre is calling the special “800” number set up for
XYZ’s new offer for upgraded services.
4.
Pierre’s call is routed to a French-speaking IVR, which collects information from Pierre and
presents the various offers to him. However, Pierre has some particular questions that he wants to
ask, and presses 0 in order to speak with an agent.
presents the various offers to him. However, Pierre has some particular questions that he wants to
ask, and presses 0 in order to speak with an agent.
5.
Pierre is transferred to another call center, where there is a French speaking agent familiar with the
product that Pierre is interested in talking about. Through a screen pop, the agent receives the
information that Pierre gave to the IVR.
product that Pierre is interested in talking about. Through a screen pop, the agent receives the
information that Pierre gave to the IVR.
6.
Responding to Pierre’s questions, and using the IVR information, the agent efficiently completes
Pierre’s current transaction.
Pierre’s current transaction.
7.
In addition to the IVR-collected information, the screen pop also displays the results of various
database lookups. From one of these, involving Pierre’s past dealings with the company, the agent
recognizes the possibility of Pierre’s being interested in another offering that compliments the one
he called about. Pierre is interested.
database lookups. From one of these, involving Pierre’s past dealings with the company, the agent
recognizes the possibility of Pierre’s being interested in another offering that compliments the one
he called about. Pierre is interested.
CLIENT
SERVER
REQUEST
CONF
EVENT