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Cisco IPCC Express Solution Reference Network Design
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Chapter 3 IPCC Express System Design Considerations
Provisioning Cisco CallManager Resources
Provisioning CTI Port Groups
In IPCC Express, CTI devices can be pooled into CTI port groups (also known as call control groups)
and assigned to triggers. As previously mentioned, CTI ports can be related to individual IVR or IPCC
Express sessions.
and assigned to triggers. As previously mentioned, CTI ports can be related to individual IVR or IPCC
Express sessions.
illustrates an example of how you can distribute IPCC Express resources
across different Cisco CallManager device pools and CTI port groups.
Figure 3-3
Grouping IPCC Express Agents and CTI Ports
Within the IPCC Express, call control groups (CTI port groups) and dialog groups are assigned to
triggers. Triggers are assigned to an application, and the application also has an associated script, such
as icd.aef. A single application can have multiple triggers and, depending on the trigger configuration,
could be associated dynamically with ports from different call control groups and dialog groups. Agents
within a single resource group can also be distributed among multiple Cisco CallManager device pools
and groups. This flexibility in distributing JTAPI triggers, call control groups, and agent resource groups
can be beneficial for redundancy purposes if there is a Cisco CallManager or CTI Manager failure within
a Cisco CallManager cluster. For more information on redundancy considerations, see the chapter on
triggers. Triggers are assigned to an application, and the application also has an associated script, such
as icd.aef. A single application can have multiple triggers and, depending on the trigger configuration,
could be associated dynamically with ports from different call control groups and dialog groups. Agents
within a single resource group can also be distributed among multiple Cisco CallManager device pools
and groups. This flexibility in distributing JTAPI triggers, call control groups, and agent resource groups
can be beneficial for redundancy purposes if there is a Cisco CallManager or CTI Manager failure within
a Cisco CallManager cluster. For more information on redundancy considerations, see the chapter on
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97643
Device Pool A
icd.aef
M
IP
Device Pool B
IVR/CTI JTAPI Subsystem
M
CallMgr1
CallMgr2
JTAPI
Trigger
x2500
IPCC
Express
App1
Call Control
Group 1
IPCC
Express
App2
JTAPI
Trigger
x2600
CTI Port
2501
CTI Port
2502
Call Control
Group 2
CTI Port
2601
CTI Port
2602
CTI Port
2501
CTI Port
2502
IP Phone
3001
CTI
Route Point
x2600
CTI Port
2601
CTI Port
2602
IP Phone
3003
IP Phone
3004
CTI
Route Point
x2500
IP Phone
3002