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 shows an incoming call routed through the Cisco CallManager server to a CTI route point 

assigned to the IPCC Express JTAPI trigger. Route points and CTI ports are configured in IPCC Express 
such that all calls received at the main directory number are routed through the JTAPI subsystem to the 
IPCC Express script.

, the dotted line around the Cisco CallManager and IPCC Express servers represents logical 

instances of the CTI route point and CTI ports. This depiction shows that the IPCC Express and 
Cisco CallManager servers both have handles to these route points and CTI ports, but each uses these 
handles differently. In particular, IPCC Express does not process the internal CTI route point and CTI 
port messages. Instead, IPCC Express makes CTI requests for Cisco CallManager to perform the call 
routing. Cisco CallManager then processes the CTI Redirect message from the route point to an 
available CTI port. Finally, the CTI port performs a consultative transfer to an available agent. 

 maps IPCC Express logical devices (application providers) to their equivalent 

Cisco CallManager devices

Note that there are no equivalent media termination ports mapped to Cisco CallManager because the 
IPCC Express media termination ports, from the perspective of Cisco CallManager, are the CTI ports 
themselves. IPCC Express imposes a media port license that blocks dialog channels from being able to 
establish Real-Time Transport Protocol (RTP) streaming connections. Therefore, when provisioning, 
make sure the number of media ports does not exceed the total number of provisioned CTI ports per 
group, as indicated in the following equation:

Total number of media ports 

≤ Total number of CTI ports

After determining how many IPCC Express resources are required for your contact center or IVR 
solution, the next step is to determine which Cisco CallManager resources (if any) are needed for your 
IPCC Express solution.

As indicated in 

, IPCC Express uses the following logical devices, or application providers:

CTI and IVR JTAPI provider — Consists of route points and CTI ports per caller session.

IPCC Express IVR/CTI JTAPI 
Provider (CTI components)

CTI route points

Main directory number fronting incoming calls to 
open call handling sessions

CTI ports

Call handling sessions for incoming calls

IPCC Express Agent JTAPI 
Provider (Agent Desktop 
components)

CTI ports

IPCC Express agent softphones

Third-party control phones

Monitoring of:

Cisco IP Phone (not media termination)

Media-terminated desktop devices

Cisco Agent Desktop Client 
Machine JTAPI Provider

IP Phone extensions

The JTAPI Client on the Cisco Agent Desktop 
authenticates with the agent’s UserID. In Cisco 
CallManager, the agent's UserID has devices 
associated with it. The JTAPI Client takes control of 
the agent’s device line for call control capabilities.