Cisco Cisco IP Contact Center Release 4.6.1 Design Guide
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Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
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Chapter 3 Design Considerations for High Availability
Unified CM and CTI Manager Design Considerations
Unified CCE routing application. Therefore, no calls will be sent to these agents by Unified CCE. When
the data connection is re-established to the gateway at the site, the Unified CM will take control of the
gateway and phones again, allowing the agents to be reconnected to the Unified CCE.
the data connection is re-established to the gateway at the site, the Unified CM will take control of the
gateway and phones again, allowing the agents to be reconnected to the Unified CCE.
Unified CM and CTI Manager Design Considerations
Cisco Unified CM Release 3.3(x) and later uses CTI Manager, a service that acts as an application broker
and abstracts the physical binding of the application to a particular Unified CM server to handle all its
CTI resources. (Refer to the Cisco Unified Communications Solution Reference Network Design (SRND)
guide for further details about the architecture of the CTI Manager.) The CTI Manager and Unified CM
are two separate services running on a Unified CM server. Some other services running on a Unified CM
server include TFTP, Cisco Messaging Interface, and Real-time Information Server (RIS) data collector
services.
and abstracts the physical binding of the application to a particular Unified CM server to handle all its
CTI resources. (Refer to the Cisco Unified Communications Solution Reference Network Design (SRND)
guide for further details about the architecture of the CTI Manager.) The CTI Manager and Unified CM
are two separate services running on a Unified CM server. Some other services running on a Unified CM
server include TFTP, Cisco Messaging Interface, and Real-time Information Server (RIS) data collector
services.
The main function of the CTI Manager is to accept messages from external CTI applications and send
them to the appropriate resource in the Unified CM cluster. The CTI Manager uses the Cisco JTAPI link
to communicate with the applications. It acts like a JTAPI messaging router. The JTAPI client library in
Cisco Unified CM Release 3.3(x) and above connects to the CTI Manager instead of connecting directly
to the Unified CM service directly, as in prior releases. In addition, there can be multiple CTI Manager
services running on different Unified CM servers in the cluster that are aware of each other (via the
Unified CM service, which is explained later in this section). The CTI Manager uses the same Signal
Distribution Layer (SDL) signaling mechanism that the Unified CM services in the cluster use to
communicate with each other. However, the CTI Manager does not directly communicate with the other
CTI Managers in its cluster. (This is also explained later in detail.)
them to the appropriate resource in the Unified CM cluster. The CTI Manager uses the Cisco JTAPI link
to communicate with the applications. It acts like a JTAPI messaging router. The JTAPI client library in
Cisco Unified CM Release 3.3(x) and above connects to the CTI Manager instead of connecting directly
to the Unified CM service directly, as in prior releases. In addition, there can be multiple CTI Manager
services running on different Unified CM servers in the cluster that are aware of each other (via the
Unified CM service, which is explained later in this section). The CTI Manager uses the same Signal
Distribution Layer (SDL) signaling mechanism that the Unified CM services in the cluster use to
communicate with each other. However, the CTI Manager does not directly communicate with the other
CTI Managers in its cluster. (This is also explained later in detail.)
The main function of the Unified CM service is to register and monitor all the Cisco Unified
Communications devices. It basically acts as a switch for all the Cisco Unified Communications
resources and devices in the system, while the CTI Manager service acts as a router for all the CTI
application requests for the system devices. Some of the devices that can be controlled by JTAPI that
register with the Unified CM service include the IP phones, CTI ports, and CTI route points.
Communications devices. It basically acts as a switch for all the Cisco Unified Communications
resources and devices in the system, while the CTI Manager service acts as a router for all the CTI
application requests for the system devices. Some of the devices that can be controlled by JTAPI that
register with the Unified CM service include the IP phones, CTI ports, and CTI route points.
illustrates some of the functions of Unified CM and the CTI Manager.