Cisco Cisco Computer Telephony Integration Option 9.0

CTI Bridge applications are interested in all call and agent state events that are configured in Unified 
ICM and the ACD, unlike agent workstation applications that are interested only in the events associated 
with an agent’s teleset. The CTI Bridge application is a user-written program that converts or adapts 
some or all of the CTI Server messages into another format; a single CTI Bridge application provides 
such services for multiple agent desktops.

Some examples of CTI Bridge applications include:

Message converter applications. For example, an application may convert the CTI Server message 
set to the message set of a foreign telephony server.

Server-to-server communication applications. For example, an application may enable the CTI 
Server to speak directly to a help desk application’s middle tier server.

In a CTI Bridge configuration, a CTI Bridge application provides the connection between an existing 
desktop CTI application and Unified ICM (see 

—although only a single Bridge client is 

indicated in the figure, multiple clients at the agent’s desktop are allowed).

Most of the functionality found in the agent workstation (desktop) model is also available in the CTI 
Bridge application model. The CTI Bridge application lets you look at all events, and the agent 
workstation is a subset of all events. However, the CTI Bridge application must be written to support this 
functionality.

The pre-route indicators are not available for agent workstations.

CTI OS uses the CTI Bridge application model, providing an out-of-the-box platform for agents.

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