Cisco Cisco Computer Telephony Integration Option 8.5
Chapter 2 Cisco CTI Server Software
CTI Server Application Models
2-8
CTI Product Description Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
Conference Call
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.
ACDs and may involve the creation of several calls that are all linked together.
CTI Server Application Models
You can use either of two client models to integrate call center applications with
ICM software: agent workstation or CTI Bridge.
ICM software: agent workstation or CTI Bridge.
Agent Workstation (Client Events) Application
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.
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.
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.
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.