Cisco Cisco IP Contact Center Release 4.6.1 Leaflet
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Cisco Unified Contact Center Enterprise 7.5 SRND
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 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 CallManager 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.
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 CallManager 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 connects to the CTI Manager instead of connecting directly to the CallManager
service. 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 CallManager 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 connects to the CTI Manager instead of connecting directly to the CallManager
service. 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 CallManager 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 CallManager 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 CallManager 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 CallManager service include the IP phones, CTI ports, and CTI route points.
illustrates some of the functions of Unified CM and the CTI Manager.
Figure 3-4
Functions of the CallManager and the CTI Manager Services
Agent
PG
IVR
143942
JTAPI
SDL
H.323 or SIP
SCCP or SIP
Unified CM Publisher
(CTI Manager and
CallManager Services)
Unified CM Subscriber
(CTI Manager and
CallManager Services)
Softphone
SDL
JTAPI
Cisco IP Phones
(SCCP or SIP)
V
IP
IP
IP
IP
IP
IP
M
M
M