Cisco Cisco Unified Contact Center Enterprise 9.0(2) Leaflet

In order for JTAPI communications to occur between Unified CM and external applications such as the 
Unified CCE and Unified IP IVR, a JTAPI user ID and password must be configured within Unified CM. 
Upon startup of the Unified CM PIM or upon startup of the Unified IP IVR, the JTAPI user ID and 
password are used to log in to Unified CM. This login process by the application (Unified CM PIM or 
Unified IP IVR) establishes the JTAPI communications between the Unified CM cluster and the 
application. A single JTAPI user ID is used for all communications between the entire Unified CM 
cluster and the ICM. A separate JTAPI user ID is also required for each Unified IP IVR server. In a 
Unified CCE deployment with one Unified CM cluster and two Unified IP IVRs, three JTAPI user IDs 
are required: one JTAPI user ID for the ICM application and two JTAPI user IDs for the two 
Unified IP IVRs.

The Unified CM software includes a module called the CTI Manager, which is the layer of software that 
communicates via JTAPI to applications such as the ICM and Unified IP IVR. Every node within a 
cluster can execute an instance of the CTI Manager process, but the Unified CM PIM on the PG 
communicates with only one CTI Manager (and thus one node) in the Unified CM cluster. The CTI 
Manager process communicates CTI messages to/from other nodes within the cluster. For example, 
suppose a deployment has a voice gateway homed to node 1 in a cluster, and node 2 executes the CTI 
Manager process that communicates to the ICM. When a new call arrives at this voice gateway and needs 
to be routed by the ICM, node 1 sends an intra-cluster message to node 2, which will send a route request 
to the ICM to determine how the call should be routed.

Each Unified IP IVR also communicates with only one CTI Manager (or node) within the cluster. The 
Unified CM PIM and the two Unified IP IVRs from the previous example could each communicate with 
different CTI Managers (nodes) or they could all communicate with the same CTI Manager (node). 
However, each communication uses a different user ID. The user ID is how the CTI Manager keeps track 
of the different applications.

When the Unified CM PIM is redundant, only one side is active and in communication with the 
Unified CM cluster. Side A of the Unified CM PIM communicates with the CTI Manager on one 
Unified CM node, and side B of the Unified CM PIM communicates with the CTI Manager on another 
Unified CM node. The Unified IP IVR does not have a redundant side, but the Unified IP IVR does have 
the ability to fail over to another CTI Manager (node) within the cluster if its primary CTI Manager is 
out of service. For more information on failover, refer to the chapter on 

.

The JTAPI communications between the Unified CM and Unified CCE include three distinct types of 
messaging:

Routing control

Routing control messages provide a way for Unified CM to request routing instructions from 
Unified CCE.

Device and call monitoring

Device monitoring messages provide a way for Unified CM to notify Unified CCE about state 
changes of a device (phone) or a call.

Device and call control

Device control messages provide a way for Unified CM to receive instructions from Unified CCE 
on how to control a device (phone) or a call.

A typical Unified CCE call includes all three types of JTAPI communication within a few seconds. When 
a new call arrives, Unified CM requests routing instructions from the ICM. For example, when 
Unified CM receives the routing response from the ICM, Unified CM attempts delivery of the call to the 
agent phone by instructing the phone to begin ringing. At that point, Unified CM notifies the ICM that