Cisco Cisco Administrative Workstation User Guide

Figure 1: The ARS Gateway

The Admin Workstation (AW)

An Admin Workstation (AW) is a control console with tools and resources for monitoring the
activity of the system and for managing the Unified ICM software. Two of these tools are the
Configuration Manager and the Script Editor.

The Unified ICM software can support multiple AWs. An AW can be located at the Central
Controller site, at call center sites, or both.

FOR AN ARI DEPLOYMENT, the role of the AW remains exactly as for a traditional Unified
ICME environment. It is from an AW that you will 

 the ARI deployment.

The CTI Server

The CTI Server is the interface between Unified ICM and client CTI applications such as agent
desktops.

CTI Server reports call events and agent work state changes to the application as they occur
through each stage of the call flow—from the moment a call arrives at the answering resource
(the ACD/PBX) until the caller hangs up.

The CTI interface uses a CSTA message model for unsolicited call and agent state transition
events. In addition to providing an unsolicited event feed, the CTI server provides the ability
to perform call control functions from the desktop.

FOR AN ARI DEPLOYMENT,  the CTI Server is required to support desktop functionality.
(In a Unified ICM environment with no ARS PG, the CTI Server is optional.)

The CTI Server is 

.

ARI Deployment Guide for Cisco Unified Intelligent Contact Manager Enterprise & Hosted Editions Release 7.2(1)