Cisco Cisco IP Contact Center Release 4.6.1 Technical References
42
Spectrum TPCC/TPAC Services
4.1. Overview
The support for Third Party Services uses the existing CTI Server
Architecture to provide TPCC and TPAC access. The CTI Client will
request a Third Party Service via the Unified ICM CTI Server Process.
The Unified ICM CTI Server Process forwards the request to OPC running
on the Peripheral Gateway. The OPC process then informs the PIM
associated with the CTI Client that is making the request. The PIM then
requests the services from the ACD CTI Interface on behalf of the CTI
Client. The ACD response to the requested CTI service is then forwarded
to the OPC process, then back to the CTI Server process and then to the
requesting CTI Client.
Architecture to provide TPCC and TPAC access. The CTI Client will
request a Third Party Service via the Unified ICM CTI Server Process.
The Unified ICM CTI Server Process forwards the request to OPC running
on the Peripheral Gateway. The OPC process then informs the PIM
associated with the CTI Client that is making the request. The PIM then
requests the services from the ACD CTI Interface on behalf of the CTI
Client. The ACD response to the requested CTI service is then forwarded
to the OPC process, then back to the CTI Server process and then to the
requesting CTI Client.
4.2. Spectrum TPCC Services
The Third Party Call Control Telephony Services allow applications to
establish, answer and terminate Unified ICM calls at a telephone device on
behalf of the CTI Client Application. The list below shows the TPCC
Services supported by the Spectrum PIM.
establish, answer and terminate Unified ICM calls at a telephone device on
behalf of the CTI Client Application. The list below shows the TPCC
Services supported by the Spectrum PIM.
TPServices::CSTAAlternateCall
The cstaAlternateCall Service is supported by a compound action in the
PIM. The PIM would have to implement HoldCall to place the current call
on HOLD. Following a positive acknowledgment from the HoldCall, the
PIM will request a RetrieveCall.
PIM. The PIM would have to implement HoldCall to place the current call
on HOLD. Following a positive acknowledgment from the HoldCall, the
PIM will request a RetrieveCall.
TPServices::CSTAAnswerCall
The Transaction Link provides no CTI support to allow an Agent to
answer a specified call. The only thing the PIM can do is make the Agent
available when a call is alerting the Agent.
answer a specified call. The only thing the PIM can do is make the Agent
available when a call is alerting the Agent.
TPServices::CSTAClearCall
The PIM is required to perform a ClearConnection for all parties
associated with the call when this message is received.
associated with the call when this message is received.
TPServices::CSTAClearConnection
The cstaClearConnection Third Party Service is serviced by the
Transaction Link function ClearConnection.
Transaction Link function ClearConnection.
TPServices::CSTAConferenceCall
The cstaConferenceCall Service is supported by a compound action in the
PIM for an Agent having an active party and a held party. The PIM must
send the Retrieve Call Message for the held call while one call is already
active at the Agent‟s device. If two calls are on HOLD, the PIM must send
a Retrieve Call message for both calls.
PIM for an Agent having an active party and a held party. The PIM must
send the Retrieve Call Message for the held call while one call is already
active at the Agent‟s device. If two calls are on HOLD, the PIM must send
a Retrieve Call message for both calls.
TPServices::CSTAConsultationCall
The cstaConsultationCall Service is supported by a compound action in the
PIM. The PIM would have to implement HoldCall to place the current call
on HOLD. Following a positive acknowledgment from HoldCall, the PIM
will request a MakeCall.
PIM. The PIM would have to implement HoldCall to place the current call
on HOLD. Following a positive acknowledgment from HoldCall, the PIM
will request a MakeCall.