Cisco Cisco Computer Telephony Integration Option 9.0
Chapter 2 Cisco CTI Server Software
The CTI Server, CTI Clients, and ICM Software
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Cisco ICM Software CTI Product Description Release 6.0(0)
Note
In the case of a CTI Bridge (All Devices) application, the application must deliver
the event information to the desktop. See the
the event information to the desktop. See the
.
Network-to-Desktop CTI
An additional feature of ICM software (as compared to other CTI middleware
products), is the ability of ICM software to forward pre-route indications to CTI
application servers. Pre-route indications identify the caller and provide
associated call attributes to applications while the call is still in the public or
private network (that is, before the call is connected to an agent or internal
IVR/VRU).
products), is the ability of ICM software to forward pre-route indications to CTI
application servers. Pre-route indications identify the caller and provide
associated call attributes to applications while the call is still in the public or
private network (that is, before the call is connected to an agent or internal
IVR/VRU).
ICM software gets the network call data (ANI, DNIS, CED, etc.) and any call
profile data (from a database lookup) at the time that it is processing route
requests. When ICM software returns the routing label to the network, it
simultaneously passes this destination information down to the CTI Server. This
permits a CTI client application time to do a pre-fetch of the appropriate database
record, allowing for an extremely quick screen pop when the agent ultimately
receives the call.
profile data (from a database lookup) at the time that it is processing route
requests. When ICM software returns the routing label to the network, it
simultaneously passes this destination information down to the CTI Server. This
permits a CTI client application time to do a pre-fetch of the appropriate database
record, allowing for an extremely quick screen pop when the agent ultimately
receives the call.
In the case of a desktop CTI client, call event information is automatically
delivered to the targeted agent’s desktop when the call is delivered. CTI Server
reports call events and agent work state changes to the application as they occur
through each stage of the call flow, from the moment a call arrives at an answering
resource (ACD, PBX, IVR, Web server), until the caller hangs up.
delivered to the targeted agent’s desktop when the call is delivered. CTI Server
reports call events and agent work state changes to the application as they occur
through each stage of the call flow, from the moment a call arrives at an answering
resource (ACD, PBX, IVR, Web server), until the caller hangs up.
ICM Call Processing
The following brief overview of several different examples of ICM call
processing flows may be helpful when considering the CTI services and data
provided by this interface. In the following discussion, call data refers to the user
data associated with a specific call collected by ICM software. Call data may
include ANI, DNIS, CED, and an array of Call Variables containing user-defined
data.
processing flows may be helpful when considering the CTI services and data
provided by this interface. In the following discussion, call data refers to the user
data associated with a specific call collected by ICM software. Call data may
include ANI, DNIS, CED, and an array of Call Variables containing user-defined
data.