Cisco Cisco IP Contact Center Release 4.6.2 Design Guide
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Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
OL-8669-16
Chapter 4 Unified Contact Center Enterprise Desktop
Deployment Considerations
also illustrates the various protocol interfaces that RSM has into the rest of the system:
•
HTTP(S): As stated previously, HTTP is used as the carrier protocol for VRU-based requests into
the RSM system. A request takes standard URL form and may look like one of the following URLs:
the RSM system. A request takes standard URL form and may look like one of the following URLs:
http://rsmserver:8080/vlengine/checkUserCredentials?supervisorID=1101&pin=1234&output
Format=plain
Format=plain
http://rsmserver:8080/vlengine/canMonitorAgentID?supervisorID=1101&agentID=1001&out
putFormat=vxml
putFormat=vxml
The first request about is for the checkUserCredentials API call, while the second is for the
canMonitorAgentID API call. Parameters to these requests are passed via the GET method. The
return data (as an HTTP response) is either plaintext or encapsulated in VoiceXML, depending on
the API call being used and on the value specified for the outputFormat parameter (if available for
that call).
canMonitorAgentID API call. Parameters to these requests are passed via the GET method. The
return data (as an HTTP response) is either plaintext or encapsulated in VoiceXML, depending on
the API call being used and on the value specified for the outputFormat parameter (if available for
that call).
•
SOAP (AXL): The Unified CM AXL interface is used by RSM to resolve an agent DN to an
associated device name whenever a dialed-in supervisor requests to monitor an agent. The AXL API
is encapsulated in SOAP messages, which themselves are encapsulated in HTTP(S).
associated device name whenever a dialed-in supervisor requests to monitor an agent. The AXL API
is encapsulated in SOAP messages, which themselves are encapsulated in HTTP(S).
•
CTI OS: The RSM server makes several connections to CTI OS. One of these connections is for
receiving platform events. (In the language of CTI OS, it is a monitor-mode connection.) The
other(s) are what CTI OS calls agent mode connections and are used to authenticate logging-in
supervisors if the standard authentication facilitates are being utilized.
receiving platform events. (In the language of CTI OS, it is a monitor-mode connection.) The
other(s) are what CTI OS calls agent mode connections and are used to authenticate logging-in
supervisors if the standard authentication facilitates are being utilized.
•
JTAPI: The request to start monitoring an agent's phone is made through JTAPI. This requires a
JTAPI application user to be defined on each Unified CM cluster in the environment, and to be
associated to all agent phones.
JTAPI application user to be defined on each Unified CM cluster in the environment, and to be
associated to all agent phones.
•
RTP: While a dialed-in supervisor is monitoring an agent, there will be a monitoring call in progress
from the BiB (built-in-bridge) of that agent's phone to the RSM server. While the signaling data for
this call is run through Unified CM (just like any other call), the RTP traffic will flow between the
agent phone and the RSM server.
from the BiB (built-in-bridge) of that agent's phone to the RSM server. While the signaling data for
this call is run through Unified CM (just like any other call), the RTP traffic will flow between the
agent phone and the RSM server.