Cisco Cisco Computer Telephony Integration Option 8.5 Developer's Guide
C H A P T E R
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CTI Server Message Reference Guide (Protocol Version 9) Release 7.0(0)
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CTI Server Overview
This chapter provides an overview of the CTI Server. It discusses the following aspects of CTI Server:
•
How CTI Server works
•
Possible CTI Server configurations
•
The CTI Server message set
How CTI Server Works
The CTI Server provides an interface between Cisco ICM Software and client CTI applications. CTI
Server runs at the call center site on either an ICM Peripheral Gateway (PG) with ACD interface software
or on a dedicated CTI Gateway platform.
Server runs at the call center site on either an ICM Peripheral Gateway (PG) with ACD interface software
or on a dedicated CTI Gateway platform.
shows a sample CTI system in which the CTI Server
runs on a PG platform along with the ACD interface software. CTI Servers may be running at one or
several call centers in the enterprise.
several call centers in the enterprise.
Figure 1-1
CTI Server Overview
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CTI Server forwards pre-route indications to CTI application servers. Pre-route indications identify the
caller and provide associated call attributes to applications while the call is still in the public or private
network (that is, before the call is connected to an agent or VRU).
caller and provide associated call attributes to applications while the call is still in the public or private
network (that is, before the call is connected to an agent or VRU).