Cisco Cisco Computer Telephony Integration Option 9.0

You can use either of two client models to integrate call center applications with Unified ICM: agent 
workstation or CTI Bridge.

In the agent workstation model, the client is an application running on a personal computer on an agent’s 
desktop. This client is interested in the call data and call events related to a single agent teleset. The agent 
workstation application might also be interested in agent state changes.

Typically, when the agent workstation application is informed of an incoming call, it will likely use the 
call data collected by Unified ICM to retrieve caller-specific data from a database. This data is presented 
on the agent workstation screen at approximately the same time that the incoming call is connected to 
the agent.

While handling the call, the agent may wish to update some of the call data. For example, an agent who 
is processing an insurance claim may make some adjustments to the call data; an update ensures that the 
changes are not lost before the call is transferred to a second agent. Upon completion of the call, the 
client may be used by the agent to add call-specific wrap-up information to the Termination Call Detail 
record logged in the Unified ICM database. This wrap-up data may be a key value that can help locate 
more detailed transaction information in some other database. If the agent should conference with or 
transfer the call to another agent on the same ACD with a CTI client workstation, then that agent’s CTI 
client also receives the incoming call data, including any updates made by the first agent. If the transfer 
or conference involves an agent on another ACD, the call data is provided to the remote CTI client if a 
translation route is used.