Cisco Cisco Computer Telephony Integration Option 8.5 Reference Guide
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CTI Server Message Reference Guide (Protocol Version 14) for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 8.0(1)
Chapter 1 CTI Server Overview
Unified ICM Call Processing
In a direct desktop application environment, call event information is delivered to the targeted 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 (Automatic Call Distributor (ACD), Private Branch Exchange (PBX), VRU), until the caller
hangs up.
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 (Automatic Call Distributor (ACD), Private Branch Exchange (PBX), VRU), until the caller
hangs up.
Unified ICM Call Processing
The following brief review of several different Unified ICM call processing flows may be helpful when
considering the CTI services and data provided by this interface. In the following discussions:
considering the CTI services and data provided by this interface. In the following discussions:
•
“Agent” represents either a human representative or a VRU port.
•
“ACD” represents a peripheral that is directly monitored by Unified ICM. It may be an actual ACD
or a VRU.
or a VRU.
•
“Call context” refers to the user data associated with a specific call collected by Unified ICM. Call
context includes Dialed Number, Calling Line ID or ANI, Caller Entered Digits, and an array of Call
Variables.
context includes Dialed Number, Calling Line ID or ANI, Caller Entered Digits, and an array of Call
Variables.
Pre-Routed (“Normal”) Call
Step 1
A customer dials an Enterprise “800” number.
Step 2
The caller responds to in-network prompting (if any).
Step 3
The network forwards a route request to Unified ICM (including any caller entered digits collected by
the network).
the network).
Step 4
Unified ICM, through the use of a routing script, chooses a destination to handle the call. The routing
script almost certainly makes use of any caller entered digits.
script almost certainly makes use of any caller entered digits.
Step 5
A route response is returned to the network.
Step 6
The call arrives at the chosen ACD and is monitored by the Peripheral Gateway (PG).
Step 7
The call may pass through several states (queued, alerting, etc.) before finally being connected to an
agent.
agent.
Step 8
The agent may either handle the call directly or transfer the call to another agent.
Step 9
Upon completion of the call, a Termination Call Detail record is created and sent to the Central
Controller (CC) database.
Controller (CC) database.
Translation Route Call
Step 1
A customer dials an Enterprise “800” number.
Step 2
The caller responds to in-network prompting (if any).
Step 3
The network forwards a route request to Unified ICM (including any caller entered digits collected by
the network).
the network).
Step 4
Unified ICM, through the use of a routing script, chooses two destinations for the call: an intermediate
target and an ultimate target. The intermediate target is chosen from a special “pool” of targets reserved
for just this purpose. No other calls are expected to arrive at the intermediate target.
target and an ultimate target. The intermediate target is chosen from a special “pool” of targets reserved
for just this purpose. No other calls are expected to arrive at the intermediate target.