Cisco Cisco Unified Contact Center Enterprise 9.0(2) Guida Alla Progettazione

Each Unified IP IVR also communicates with only one CTI Manager (or node) within the cluster. The 
Unified CM PIM and the two Unified IP IVRs from the previous example could each communicate with 
different CTI Managers (nodes) or they could all communicate with the same CTI Manager (node). 
However, each communication uses a different user ID. The user ID is how the CTI Manager keeps track 
of the different applications.

When the Unified CM PIM is redundant, only one side is active and in communication with the 
Unified CM cluster. Side A of the Unified CM PIM communicates with the CTI Manager on one 
Unified CM node, and side B of the Unified CM PIM communicates with the CTI Manager on another 
Unified CM node. The Unified IP IVR does not have a redundant side, but the Unified IP IVR does have 
the ability to fail over to another CTI Manager (node) within the cluster if its primary CTI Manager is 
out of service. For more information on failover, refer to the chapter on 

The JTAPI communications between the Unified CM and Unified CCE include three distinct types of 
messaging:

Routing control

Routing control messages provide a way for Unified CM to request routing instructions from 
Unified CCE.

Device and call monitoring

Device monitoring messages provide a way for Unified CM to notify Unified CCE about state 
changes of a device (phone) or a call.

Device and call control

Device control messages provide a way for Unified CM to receive instructions from Unified CCE 
on how to control a device (phone) or a call.

A typical Unified CCE call includes all three types of JTAPI communication within a few seconds. When 
a new call arrives, Unified CM requests routing instructions from the ICM. For example, when 
Unified CM receives the routing response from the ICM, Unified CM attempts delivery of the call to the 
agent phone by instructing the phone to begin ringing. At that point, Unified CM notifies the ICM that 
the device (phone) has started ringing, and that notification enables the agent’s answer button on the 
desktop application. When the agent clicks the answer button, the ICM instructs Unified CM to make 
the device (phone) go off-hook and answer the call.

In order for the routing control communication to occur, Unified CM requires the configuration of a CTI 
Route Point. A CTI Route Point is associated with a specific JTAPI user ID, and this association enables 
Unified CM to know which application provides routing control for that CTI Route Point. Directory 
(Dialed) Numbers (DNs) are then associated with the CTI Route Point. A DN is associated to a CTI 
Route Point that is associated with the ICM JTAPI user ID, and this enables Unified CM to generate a 
route request to the ICM when a new call to that DN arrives.

In order for the phones to be monitored and controlled, they also must be associated in Unified CM with 
a JTAPI user ID. In a Unified CCE environment, the IP phones are associated with the ICM JTAPI user 
ID. When an agent logs in from the desktop, the Unified CM PIM requests Unified CM to allow the PIM 
to begin monitoring and controlling that phone. Until the login has occurred, Unified CM does not allow 
the ICM to monitor or control that phone. If the device has not been associated with the ICM JTAPI user 
ID, then the agent login request will fail.

Because the Unified IP IVR also communicates with Unified CM using the same JTAPI protocol, these 
same three types of communication also occur with the Unified IP IVR. Unlike the ICM, the 
Unified IP IVR provides both the application itself and the devices to be monitored and controlled.