Cisco Cisco Customer Response Solution Downloads Design Guide

This chapter addresses system design consideration for integrating IPCC Express with a Cisco IP 
Telephony network, and it contains the following major sections:

Describes how physical and logical devices on IPCC Express map to Cisco CallManager devices 
(together with a description of a typical IPCC Express call flow), and it explains how to provision 
these Computer Telephony Integration (CTI) devices.

Shows how to determine the number of Cisco CallManager servers needed to support agent phones, 
gateways, and IVR applications.

To scale end-to-end IP Telephony call processing resources accurately, it helps to understand how the 
IPCC Express telephony (JTAPI) and subsystems (RMCM) interface with Cisco CallManager. 

 illustrates how Computer Telephony Integration (CTI) serves as an interface for the IPCC 

Express, CTI Manager, and Cisco CallManager services, and how the physical and logical devices of 
IPCC Express map to Cisco CallManager and associated CTI devices.

9

7641

CTI Port Group

CTI Port

2501

IPCC Express/

IVR Script

(e.g.: ICD.aef,

AA.aef)

CTI

Route Point

CTI Port

2502

CTI Port

2510

CTI Port

2515

JTAPI

Trigger

IPCC Express/

IVR Application

Dialog

Channel

Dialog

Channel

Dialog

Channel

Media Resource Group