Cisco Cisco Computer Telephony Integration Option 9.0 Developer's Guide

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CTI Bridge applications are interested in all call and agent state events that are occurring on the ACD, 
unlike agent workstation applications that are interested only in the events associated with a particular 
teleset. The CTI Bridge application is a specially written program that converts or adapts some or all of 
the CTI messages into another format; a single CTI Bridge application provides such translation services 
for multiple agent desktops. The CTI Bridge application can be designed to interface with CTI Servers 
or similar applications on systems that are already in use in the call center.

Some examples of CTI Bridge applications include:

Message converter applications. For example, an application may convert the CTI 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.

The CTI Server makes call data available to applications in real-time. To accomplish this task, the CTI 
Server process responds to requests from clients and originates unsolicited messages. All messages share 
a common message header and use the same set of data types.

 groups the messages into broad categories based on the nature of the message data.

Session Management

Messages related to the establishment and 
maintenance of a client connection to the CTI 
Server.