Cisco Cisco Computer Telephony Integration Option 9.0
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CTI Product Description Guide for Cisco Contact Center Enterprise
CTI OS Release 8.5(1)
Chapter 2 Cisco CTI Server Software
The CTI Server, CTI Clients, and Unified ICM
Refer to the Cisco Unified ICM CTI Server Message Reference Guide for more information about the
CTI Server.
CTI Server.
The CTI Server, CTI Clients, and Unified ICM
Unified ICM is central to Cisco’s overall call center routing solution. The Cisco CTI Server is the heart
of Cisco’s CTI. This section gives an overview of how they fit together.
of Cisco’s CTI. This section gives an overview of how they fit together.
The CTI Server provides an interface between Intelligent Contact Management software and client CTI
applications so that these applications can make use of the enterprise wide routing data managed by
Unified ICM. The CTI Server runs at the call center site on an Unified ICM Peripheral Gateway (PG)
with ACD interface software.
applications so that these applications can make use of the enterprise wide routing data managed by
Unified ICM. The CTI Server runs at the call center site on an Unified ICM Peripheral Gateway (PG)
with ACD interface software.
shows a sample Cisco CTI system. CTI Servers may be running
at one or several call centers in the enterprise.
Figure 2-1
CTI Server Overview
The two most common CTI-enabled applications are screen-pop integrations and third-party control
applications.
applications.
In a screen-pop integration, the CTI Server sends call flow events to the application (either on a
dedicated application server or on an agent’s desktop); the application interprets these call flow events
to retrieve call context data. This call context data is used to either pre-populate the screens on an agent’s
workflow application (for example, a CRM application) or to record work events (for example, calls and
agent states) into a workforce management system.
dedicated application server or on an agent’s desktop); the application interprets these call flow events
to retrieve call context data. This call context data is used to either pre-populate the screens on an agent’s
workflow application (for example, a CRM application) or to record work events (for example, calls and
agent states) into a workforce management system.
In a third-party control application, the CTI Server accepts commands that are in turn passed on through
the PG and to the ACD to which it is connected. For example, a common third-party control application
is a softphone, which enables the agent to control their telephone set via their computer. This is
especially useful when the softphone application can be integrated with the agent’s workflow
application, and can take advantage of integration features such as call wrap-up data, call context (data)
transfer on consultation calls, and application-driven speed-dial lists.
the PG and to the ACD to which it is connected. For example, a common third-party control application
is a softphone, which enables the agent to control their telephone set via their computer. This is
especially useful when the softphone application can be integrated with the agent’s workflow
application, and can take advantage of integration features such as call wrap-up data, call context (data)
transfer on consultation calls, and application-driven speed-dial lists.