Cisco Cisco Unified Contact Center Enterprise 9.0(2) Leaflet
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Cisco Unified Contact Center Enterprise 7.5 SRND
Chapter 1 Architecture Overview
Unified CCE Components, Terminology, and Concepts
Figure 1-7
Generalized View of Information Flow in CTI OS
The type of messages received by the client application depends on the connection mode. Clients may
connect in agent or monitor mode. In agent mode, the client receives events specific to that agent (calls
delivered or originated on the agent's instrument, agent state changes, and skill group statistics). In
monitor mode, the client provides a message filter expression, and the expression selects the types of
messages that the client will receive.
connect in agent or monitor mode. In agent mode, the client receives events specific to that agent (calls
delivered or originated on the agent's instrument, agent state changes, and skill group statistics). In
monitor mode, the client provides a message filter expression, and the expression selects the types of
messages that the client will receive.
Clients may initiate requests such as answering or dropping a call. The request is received by CTI OS
through the client connection interface. Requests are brokered by the request service which forwards the
request to the correct object, which then forwards it to the CTI Server.
through the client connection interface. Requests are brokered by the request service which forwards the
request to the correct object, which then forwards it to the CTI Server.
Administrative Workstation
The Administrative Workstation (AW) provides a collection of administrative tools for managing the
ICM software configuration. The two primary configuration tools on the AW are the Configuration
Manager and the Script Editor. The Configuration Manager tool is used to configure the ICM database
to add agents, add skill groups, assign agents to skill groups, add dialed numbers, add call types, assign
dialed numbers to call types, assign call types to ICM routing scripts, and so forth. The Script Editor tool
is used to build ICM routing scripts. ICM routing scripts specify how to route and queue a contact (that
is, the script identifies which agent should handle a particular contact).
ICM software configuration. The two primary configuration tools on the AW are the Configuration
Manager and the Script Editor. The Configuration Manager tool is used to configure the ICM database
to add agents, add skill groups, assign agents to skill groups, add dialed numbers, add call types, assign
dialed numbers to call types, assign call types to ICM routing scripts, and so forth. The Script Editor tool
is used to build ICM routing scripts. ICM routing scripts specify how to route and queue a contact (that
is, the script identifies which agent should handle a particular contact).
For details on the use of these tools, refer to the Cisco Unified Contact Center Administration Guide,
available at
available at
143303
CTI OS
Service Broker
Call Object
Agent Object
CTI Server Driver Lib
CTI Server
CTI OS Client
Request Service
Event Notification
Engine
Client Connection
Object Map
Service