Cisco Cisco Administrative Workstation User Guide

Desktops and Call Control

About Computer Telephony Integration

The ARS PG relays information to Unified ICM about the agent desktop—such as telephony
operations and agent state—by way of a CTI link.

This CTI link is made available by the ICM CTI Object Server process, which is a server-based
solution for deploying CTI applications. The CTI Server and CTI OS are installed on the ARS
PG server, co-located with the ARS PG.

The CTI interface provides a CSTA message model that allows desktop clients and business
applications to receive 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
(such as transfers) from the agent and supervisor desktop.

In a direct desktop application environment, call event information is delivered to the targeted
desktop when the call is delivered. 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.

Agent Phones

Agents can log in and perform call control using the desktop softphones included with the CTI

OS

3

 and also by using "hard phones" (the standard agent handsets supported by the ACD/PBX).

3)

CTI OS also provides CTI OS Active X Controls that allow you to design a user interface that will closely resemble the appearance of an ACD telephone set.

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