Cisco Cisco Unified Contact Center Enterprise 9.0(2) Leaflet

with the Unified ICM Call Router for the real-time feed. Client AWs that cannot register with the 
primary or secondary real-time distributors will not be able to perform any Admin Workstation tasks 
until the distributors are restored.

Alternatively, each real-time distributor could be deployed in its own Admin Site regardless of the 
physical site of the device. This deployment will create more overhead for the Unified ICM Call Router 
to maintain multiple real-time feed clients; however, it will prevent a failure of the primary real-time 
distributor from taking down the secondary distributors at the site.

Additionally, if the Admin Workstation is being used to host the ConAPI interface for the Multi-Channel 
Options (Cisco Email Manager Option and Cisco Collaboration Server Option) or the Cisco Unified 
Contact Center Management Portal (Unified CCMP), any configuration changes made to the 
Unified ICM, Cisco Email Manager, Cisco Collaboration Server, or Unified CCMP systems will not be 
passed over the ConAPI interface until it is restored.

The CTI Server monitors the data traffic of the Unified CM PIM on the Agent PG for specific CTI 
messages (such as call ringing or off-hook events) and makes those messages available to CTI clients 
such as the CTI OS Server or Cisco Agent Desktop Enterprise Server. It also processes third-party call 
control messages (such as make call or answer call) from the CTI clients and sends those messages via 
the PIM interface of the PG to Unified CM to process the event on behalf of the agent desktop.

CTI Server is redundant and co-resident on the Agent PG servers. (See 

.) It does not, 

however, maintain agent state in the event of a failure. Upon failure of the CTI Server, the redundant 
CTI server becomes active and begins processing call events. CTI OS Server is a client of the CTI Server 
and is designed to monitor both CTI Servers in a duplex environment and maintain the agent state during 
failover processing. CTI OS agents will see their desktop buttons gray-out during the failover to prevent 
them from attempting to perform tasks while the CTI Server is down. The buttons will be restored as 
soon as the redundant CTI Server is restored, and the agent does not have to log on again to the desktop 
application.

The CTI Server is also critical to the operation of the Multi-Channel Options (Cisco Email Manager and 
Cisco Content Server) as well as the Unified Outbound Option. If the CTI Server is down on both sides 
of the duplex agent Peripheral Gateway pair, none of the agents for that Agent Peripheral Gateway will 
be able to log into these applications.