Cisco Cisco Computer Telephony Integration Option 9.0

This chapter introduces Cisco CTI Server and provides an overview of the ways in which CTI clients can 
work together with the CTI Server and Unified ICM. It includes the following:

Description of the Cisco Unified ICM and the way that Cisco CTI fits in with Unified ICM.

Description of various CTI Server configurations.

Cisco CTI Server is the basic server component of Cisco CTI, which enables Unified ICM to deliver 
agent, call, and customer data in real-time to a server and/or workstation application as events occur 
throughout the life of a call. The CTI Server is a software process that runs on a Peripheral Gateway (PG) 
machine. It is the CTI gateway into Unified ICM’s data and services. 

Pre-route indications identify a caller and provide associated attributes to applications while the call 
is still in the public or private network and before the caller is connected to an agent, Web server or 
IVR.

Call events are provided throughout all stages of the call flow, from the moment a call arrives at an 
answering location (ACD, PBX, IVR, Web server) until the caller hangs up.

Agent work state changes are reported as they occur.

The system’s full third-party call control features allow agents and integrated desktop or server 
applications to perform such phone-control tasks as transfer, conference and set call data, all within an 
enterprise framework. Data collected by an agent at the desktop can be transferred among agents across 
multi-vendor switches, allowing customer and transaction data to accompany a call from the IVR or Web 
server to the agent, and from site-to-site, as required. This capability increases the efficiency of a virtual 
call center workforce by eliminating time spent verbally soliciting information that should already be 
available.

You may write to the CTI Server directly. However, first consider one of the Cisco provided 
application-directed offerings (e.g., CTI OS Toolkit).