Cisco Cisco Computer Telephony Integration Option 9.0 Developer's Guide
C H A P T E R
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CTI Server Message Reference Guide (Protocol Version 15) for Cisco Unified Contact Center Enterprise
Release 9.01)
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CTI Server Overview
This chapter provides an overview of the CTI Server. It discusses the following aspects of CTI Server:
•
How CTI Server works
•
Possible CTI Server configurations
•
The CTI Server message set
How CTI Server Works
The CTI Server provides an interface between Unified CCE and client CTI applications. CTI Server runs
at the call center site on either a Unified CCE Peripheral Gateway (PG) with ACD interface software or
on a dedicated CTI Gateway platform.
at the call center site on either a Unified CCE Peripheral Gateway (PG) with ACD interface software or
on a dedicated CTI Gateway platform.
shows a sample CTI system in which the CTI Server
runs on a PG platform along with the ACD interface software. CTI Servers may be running at one or
several call centers in the enterprise.
several call centers in the enterprise.
Figure 1-1
CTI Server Overview
CTI Server forwards 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 Voice Response Unit (VRU).
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 Voice Response Unit (VRU).
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