Cisco Cisco Computer Telephony Integration Option 8.5 Guía Para Resolver Problemas
Appendix C CTI OS FAQs
C-2
CTI OS Troubleshooting Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
Figure C-1
CTI OS Basic Architecture
The CTI OS Server connects to the CTI Server via TCP/IP. Depending on call and
agent load (see product specification), CTI OS Server resides on the same
physical machine as the CTI Server. The CTI OS server consists of the following
executable:
agent load (see product specification), CTI OS Server resides on the same
physical machine as the CTI Server. The CTI OS server consists of the following
executable:
•
CtiosServerNode.exe
In CTI Server terms, the CTI OS Server establishes an "All Events" or "Bridge"
Mode connection to the CTI Server (as opposed to a "Client" Mode connection).
CtiosServerNode handles CTI Toolkit connections (such as the connection to the
Agent Desktop) over TCP/IP. CtiosServerNode is "nodemanaged" component
(see ICM documentation) and can therefore be started and stopped via the ICM
Service Control Panel.
Mode connection to the CTI Server (as opposed to a "Client" Mode connection).
CtiosServerNode handles CTI Toolkit connections (such as the connection to the
Agent Desktop) over TCP/IP. CtiosServerNode is "nodemanaged" component
(see ICM documentation) and can therefore be started and stopped via the ICM
Service Control Panel.
The main task of the CTI OS server is to do the heavy lifting of CTI messaging.
It creates CTI objects (e.g., agents, calls, skillgroups, …) and exposes these
objects and selected event messages to CTI Toolkits. It also abstracts all switch
specific behavior for clients, exposing the same interfaces to CTI Toolkits for all
supported switches.
It creates CTI objects (e.g., agents, calls, skillgroups, …) and exposes these
objects and selected event messages to CTI Toolkits. It also abstracts all switch
specific behavior for clients, exposing the same interfaces to CTI Toolkits for all
supported switches.
The CTI Toolkit Agent Desktop and CTI Toolkit IPCC Supervisor Desktop run on
desktop computers and provide a user interface to CTI OS for Agents and
Supervisors. The user interface includes a softphone for agentstate control, call
control, handling of call context data and a chat interface. The supervisor
desktop computers and provide a user interface to CTI OS for Agents and
Supervisors. The user interface includes a softphone for agentstate control, call
control, handling of call context data and a chat interface. The supervisor