Cisco Cisco Customer Response Solution Downloads Design Guide

Agent JTAPI provider — Consists of all phones that can be used by logged-in agents.

Cisco Agent Desktop Client Machine JTAPI providers — Each agent that uses Cisco Agent Desktop 
also requires one application provider per Cisco CallManager CTI connection.

Each application provider function maps to a related Cisco CallManager CTI resource.

Currently, Cisco strongly recommends that you configure both the CTI/IVR JTAPI and Agent JTAPI 
application providers on the same Cisco CallManager and CTI Manager server. The backup 
Cisco CallManager and CTI Manager server should be used as a hot standby. Ideally, at least one backup 
CTI Manager should be configured in the CTI/IVR JTAPI and Agent JTAPI (ICD) subsystems. Cisco 
recommends that you do not use the database publisher as the primary CTI Manager because the 
publisher would then become a single point of failure. Therefore, if you have two active 
Cisco CallManager servers for your IPCC Express, place the primary CTI Manager on the subscriber 
and the backup CTI Manager on the publisher.

You must provision IPCC Express agents in two places:

IPCC Express Agent (ICD) subsystem

Cisco CallManager device pools (as part of the Cisco CallManager CTI design)

The following agent provisioning configurations are possible:

One pool of agents shared among multiple IPCC Express scripts.

One pool of CTI ports shared among multiple IPCC Express or IP IVR scripts. (For example, all CTI 
ports in Cisco CallManager device pool X can be assigned to multiple CTI port groups in the 
IPCC Express JTAPI subsystem.)

NxN mesh of agents and ports shared among N scripts. (For example, if the agents and CTI ports 
are in device pools X and Y, the agents can be assigned to one or more IPCC Express resource 
groups, and the CTI ports can be assigned to one or more CTI port groups.)