Cisco Cisco Computer Telephony Integration Option 8.5 Technical References
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CTI Server Message Reference Guide (Protocol Version 17) for Cisco Unified Contact Center Enterprise
Release 10.0(1)
CTI Server Configurations
Step 5
The agent may either handle the call directly or transfer the call to another agent.
Step 6
Upon completion of the call, a Termination Call Detail record is created and sent to the Central
Controller database.
Controller database.
Transfer Call
Step 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.
destination on the same ACD.
Step 2
The peripheral gateway (PG) is informed of the various events associated with the call’s transfer.
Step 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.
created for the resulting call, and a Termination Call Detail record is created for the original call.
Step 4
The new call is connected to an agent and is subsequently handled or transferred (again) like any other
call.
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 Unified
CCE, the new call is monitored on that ACD’s PG when the call arrives. This new call has none of the
call context of the original call.
terminated in the usual way. If the “remote” transfer is to another ACD that is monitored by Unified
CCE, the new call is monitored on that ACD’s PG when the call arrives. This new call has none of the
call context of the original call.
Depending upon the particular ACD’s capabilities and tie-line configuration, some ACDs may be set up
to effect call transfers using the post route and translation route features previously described. In this
case, the call context is preserved by being sent through Unified CCE 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.
to effect call transfers using the post route and translation route features previously described. In this
case, the call context is preserved by being sent through Unified CCE 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.
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.
the creation of several calls that are all linked together.
CTI Server Configurations
The CTI Interface uses TCP/IP Ethernet for network connectivity to the CTI Server. You can use
multi-protocol IP routers to provide connectivity to CTI clients on other types of LANs. You can use the
Ethernet interface used for CTI client communication with the CTI Server for other purposes, such as
the PG’s public network interface; a dedicated interface is not required.
multi-protocol IP routers to provide connectivity to CTI clients on other types of LANs. You can use the
Ethernet interface used for CTI client communication with the CTI Server for other purposes, such as
the PG’s public network interface; a dedicated interface is not required.
Note
You must not use the PG private network for CTI communication.
Simplex/Duplex Configuration
In simplex configurations, there is one CTI Server on the local network with the CTI clients. In duplex
configurations, two CTI Servers are present. There may be other equipment (for example, ACDs) on the
network as well.
configurations, two CTI Servers are present. There may be other equipment (for example, ACDs) on the
network as well.
shows a typical duplex configuration.