Cisco Cisco IP Contact Center Release 4.6.2 Fascicule

and Unified CM to communicate with CAD. ICMP is also needed for heartbeat time-out detection 
between CAD, the CTI Server (CTISVR), and Unified CM. 

 shows the traffic types used 

between the CAD components.

For detailed port information, refer to the Port Utilization Guide for Cisco ICM/IPCC Enterprise and 
Hosted Editions, available at 

 shows that IP voice streams are exchanged between the VoIP providers (CAD, the VoIP 

Monitor service, and the Recording & Playback service) and the VoIP requestors (CSD and the 
Recording & Playback service).

CTI and call control data (agent state, skill information, and call events) flow either from the CTI OS 
service (in the case of CAD) or from one or more of the CAD Base Services communicating directly 
with the CTI server (in the case of CAD-BE, CSD, and IPPA agents).

Note that, in the case of the IP Phone Agent XML service, the CTI information exchanged applies only 
for agent state changes requested by the agent using the IPPA application and for skill information 
displayed on the phone. Call control messages are still exchanged between the phone and Unified CM.

190164

IPPA

SMC

CDA

CAD

IP Voice
CTI/Call Control
HTTP
UDP/TCP
SNMP

CTI OS Server

CAD-BE

CSD

Recording and 

Playback Service

VoIP Monitor

Service

CAD Base Services

(Except VoIP Monitor

and Recording and

Playback services)