Cisco Cisco Computer Telephony Integration Option 9.0
2-5
CTI Product Description Guide for Cisco Contact Center Enterprise
CTI OS Release 8.5(1)
Chapter 2 Cisco CTI Server Software
The CTI Server, CTI Clients, and Unified ICM
4.
The ACD routes the call to the ultimate target. As in the pre-routed call case, the ACD informs the
PG of the call’s state changes as they occur. Eventually the call is connected to an agent.
PG of the call’s state changes as they occur. Eventually the call is connected to an agent.
5.
The agent may either handle the call directly or transfer the call to another agent.
6.
Upon completion of the call, a Termination Call Detail record is created and sent to the Central
Controller database.
Controller database.
Transfer Call
1.
In the case of a local transfer, the agent handling a call directs the ACD to transfer the call to another
destination on the same ACD.
destination on the same ACD.
2.
The ACD informs the PG of the various events associated with the call’s transfer.
3.
Call transfers are handled differently by different types of ACDs, but in general a new logical call
is created for the resulting call, and a Termination Call Detail record is created for the original call.
is created for the resulting call, and a Termination Call Detail record is created for the original call.
4.
The new call is connected to an agent and is subsequently handled or transferred (again) like any
other call.
other call.
In the case of a remote transfer, the call leaves the realm of the monitoring PG and the original call is
terminated in the usual way. If the remote transfer is to another ACD that is monitored by Unified ICM,
the new call is monitored on that ACD’s PG when the call arrives. Depending upon the particular ACD’s
capabilities and tie-line configuration, the ACDs may be set up to transfer calls using the post route and
translation route features previously described. In this case, the call data is preserved by being sent
through Unified ICM via the route request and translation route mechanisms to the remote PG, and is
thus available to the CTI client, if any, associated with the destination device.
terminated in the usual way. If the remote transfer is to another ACD that is monitored by Unified ICM,
the new call is monitored on that ACD’s PG when the call arrives. Depending upon the particular ACD’s
capabilities and tie-line configuration, the ACDs may be set up to transfer calls using the post route and
translation route features previously described. In this case, the call data is preserved by being sent
through Unified ICM via the route request and translation route mechanisms to the remote PG, and is
thus available to the CTI client, if any, associated with the destination device.
However, if the remote transfer does not use translation routing, the new (transferred) call has none of
the call data of the original call.
the call data of the original call.
Conference Call
Like call transfers, call conferences are handled differently by different types of ACDs and may involve
the creation of several calls that are all linked together.
the creation of several calls that are all linked together.