Cisco Cisco Computer Telephony Integration Option 9.0
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CTI Product Description Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
Chapter 2 Cisco CTI Server Software
The CTI Server, CTI Clients, and ICM Software
2.
ICM software, through the use of a routing script, chooses a destination to
handle the call. The routing script almost certainly makes use of any CED.
handle the call. The routing script almost certainly makes use of any CED.
3.
A route response is returned to the ACD, along with call data (that may have
been updated by the routing script).
been updated by the routing script).
4.
The ACD routes the call to the ultimate target. As in the pre-routed call case,
the ACD informs the PG of the call’s state changes as they occur. Eventually
the call is connected to an agent.
the ACD informs the PG of the call’s state changes as they occur. Eventually
the call is connected to an agent.
5.
The agent may either handle the call directly or transfer the call to another
agent.
agent.
6.
Upon completion of the call, a Termination Call Detail record is created and
sent to the Central Controller database.
sent to the Central Controller database.
Transfer Call
1.
In the case of a local transfer, the agent handling a call directs the ACD to
transfer the call to another destination on the same ACD.
transfer the call to another destination on the same ACD.
2.
The ACD informs the PG of the various events associated with the call’s
transfer.
transfer.
3.
Call transfers are handled differently by different types of ACDs, but in
general a new logical call is created for the resulting call, and a Termination
Call Detail record is created for the original call.
general a new logical call is created for the resulting call, and a Termination
Call Detail record is created for the original call.
4.
The new call is connected to an agent and is subsequently handled or
transferred (again) like any other call.
transferred (again) like any other call.
In the case of a remote transfer, the call leaves the realm of the monitoring PG and
the original call is terminated in the usual way. If the remote transfer is to another
ACD that is monitored by ICM software, the new call is monitored on that ACD’s
PG when the call arrives. Depending upon the particular ACD’s capabilities and
tie-line configuration, the ACDs may be set up to transfer calls using the post
route and translation route features previously described. In this case, the call data
is preserved by being sent through ICM software via the route request and
translation route mechanisms to the remote PG, and is thus available to the CTI
client, if any, associated with the destination device.
the original call is terminated in the usual way. If the remote transfer is to another
ACD that is monitored by ICM software, the new call is monitored on that ACD’s
PG when the call arrives. Depending upon the particular ACD’s capabilities and
tie-line configuration, the ACDs may be set up to transfer calls using the post
route and translation route features previously described. In this case, the call data
is preserved by being sent through ICM software via the route request and
translation route mechanisms to the remote PG, and is thus available to the CTI
client, if any, associated with the destination device.
However, if the remote transfer does not use translation routing, the new
(transferred) call has none of the call data of the original call.
(transferred) call has none of the call data of the original call.