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Cisco IPCC Express Solution Reference Network Design
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Chapter 3 IPCC Express System Design Considerations
Typical IPCC Express Call Flow
As shown in
, IPCC Express interfaces with the Cisco CallManager server primarily through
its JTAPI subsystem. CTI Manager (CTIM) is a service running on a Cisco CallManager server. CTIM
acts as an application broker for IPCC Express, and it abstracts the physical binding of the application
to a particular Cisco CallManager server to handle call control for its CTI resources. The CTI Manager
handles CTI requests from IPCC Express by way of the CTI Quick Buffer Encoding (CTIQBE) protocol.
CTIM then passes those requests to the Cisco CallManager service for call processing. In turn, the CTI
Manager is aware of secondary and tertiary Cisco CallManager (CCM.EXE) services that may be
prioritized to handle these call processing requests.
acts as an application broker for IPCC Express, and it abstracts the physical binding of the application
to a particular Cisco CallManager server to handle call control for its CTI resources. The CTI Manager
handles CTI requests from IPCC Express by way of the CTI Quick Buffer Encoding (CTIQBE) protocol.
CTIM then passes those requests to the Cisco CallManager service for call processing. In turn, the CTI
Manager is aware of secondary and tertiary Cisco CallManager (CCM.EXE) services that may be
prioritized to handle these call processing requests.
From the perspective of IPCC Express, an IVR application script is associated with a JTAPI trigger in
order to handle an incoming call routed from the Cisco CallManager server. To Cisco CallManager, this
JTAPI trigger (configured in IPCC Express) maps to an associated Route Point configured in
Cisco CallManager. IPCC Express then determines if there are available CTI ports within one of its CTI
port groups that can handle the call session. If prompting is required, IPCC Express uses a configured
resource from its media port group.
order to handle an incoming call routed from the Cisco CallManager server. To Cisco CallManager, this
JTAPI trigger (configured in IPCC Express) maps to an associated Route Point configured in
Cisco CallManager. IPCC Express then determines if there are available CTI ports within one of its CTI
port groups that can handle the call session. If prompting is required, IPCC Express uses a configured
resource from its media port group.
Typical IPCC Express Call Flow
With a basic understanding of the CTI Architecture, the first step is to determine what types of CTI
resources are required by IPCC Express for configuration on the Cisco CallManager server. As an
example, we will use a typical IPCC Express call flow, as illustrated in
resources are required by IPCC Express for configuration on the Cisco CallManager server. As an
example, we will use a typical IPCC Express call flow, as illustrated in
.
Figure 3-2
Typical IPCC Express Call Flow
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IPCC
Express
Agent Status/Keep Alives (GED 188)
Agent Desktop JTAPI
Installed on share during
server installation
Copied from share to agent
PC during Agent Desktop
installation
Installed on share during
server installation
Copied from share to agent
PC during Agent Desktop
installation
CAD Agents with IP Phones
JTAPI/CMCTI Link
Media Termination Agents
Consultative Transfer (SCCP)
to an Available Agent
IP
JTAPI/CMCTI Link
JTAPI/CMCTI Link
IVR/CTI JTAPI
AGENT JTAPI
CallManager
IP Phone Agents
App Provider: CTI/IVRJTAPIUser
CTI Redirect
Main Number
Media Terminated Desktop Devices
IP Phone Agent
M
Agents
Options available in IPCC Express
IP
Caller
App Provider: AgentJTAPIUser
Media Terminated Desktop Devices
IP Phone Agent
CTI port
CTI Route Point
CTI port
CTI port
CTIManager