Cisco Cisco Computer Telephony Integration Option 9.0

In the case of a CTI Bridge (All Devices) application, the application must deliver the event information 
to the desktop. See the 

An additional feature of Unified ICM (as compared to other CTI middleware products), is the ability of 
Unified ICM to forward 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 internal IVR/VRU). 

Unified ICM gets the network call data (ANI, DNIS, CED...) and any call profile data (from a database 
lookup) at the time that it is processing route requests. When Unified ICM returns the routing label to 
the network, it simultaneously passes this destination information down to the CTI Server. This permits 
a CTI client application time to do a pre-fetch of the appropriate database record, allowing for an 
extremely quick screen pop when the agent ultimately receives the call. 

In the case of a desktop CTI client, call event information is automatically delivered to the targeted 
agent’s 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 an 
answering resource (ACD, PBX, IVR, Web server), until the caller hangs up.

The following brief overview of several different examples of Unified ICM call processing flows may 
be helpful when considering the CTI services and data provided by this interface. In the following 
discussion, call data refers to the user data associated with a specific call collected by Unified ICM. Call 
data may include ANI, DNIS, CED, and an array of Call Variables containing user-defined data.

In this example, an incoming call is automatically routed.

A customer dials an “800” number.

The caller responds to in-network prompting (if any).

The network forwards a route request to Cisco Unified ICM (including any available call data).

Unified ICM, through the use of a routing script, chooses a destination to handle the call. The 
routing script almost certainly makes use of any CED.

A route response is returned to the network.

The call arrives at the chosen ACD and is monitored by the Cisco Peripheral Gateway (PG).

The call can, in fact, go anywhere that the business rules tell it to go, not necessarily to the ACD. 
For example, it might go to an in-front-of-the-switch IVR. 

The call may pass through several states (queued, alerting,...) before finally being connected to an 
IVR or agent.

The IVR or agent may either handle the call directly or transfer the call to another agent.