Cisco Cisco Computer Telephony Integration OS 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
CTI Server Message Set
Figure 1-3
CTI Bridge to Existing CTI Application
CTI Bridge applications are interested in all call and agent state events that are occurring on the ACD,
unlike agent workstation applications that are interested only in the events associated with a particular
teleset. The CTI Bridge application is a specially written program that converts or adapts some or all of
the CTI messages into another format; a single CTI Bridge application provides such translation services
for multiple agent desktops. The CTI Bridge application can be designed to interface with CTI Servers
or similar applications on systems that are already in use in the call center.
unlike agent workstation applications that are interested only in the events associated with a particular
teleset. The CTI Bridge application is a specially written program that converts or adapts some or all of
the CTI messages into another format; a single CTI Bridge application provides such translation services
for multiple agent desktops. The CTI Bridge application can be designed to interface with CTI Servers
or similar applications on systems that are already in use in the call center.
Some examples of CTI Bridge applications include:
•
Message converter applications. For example, an application may convert the CTI message set to the
message set of a foreign telephony server.
message set of a foreign telephony server.
•
Server-to-server communication applications. For example, an application may enable the CTI
Server to speak directly to a help desk application’s middle tier server.
Server to speak directly to a help desk application’s middle tier server.
CTI Server Message Set
The CTI Server makes call data available to applications in real-time. To accomplish this task, the CTI
Server process responds to requests from clients and originates unsolicited messages. All messages share
a common message header and use the same set of data types.
Server process responds to requests from clients and originates unsolicited messages. All messages share
a common message header and use the same set of data types.
groups the messages into broad categories based on the nature of the message data.
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Table 1-1
CTI Server Message Categories
Category
Description
Session Management
Messages related to the establishment and maintenance
of a client connection to the CTI Server.
of a client connection to the CTI Server.