для Cisco Cisco Computer Telephony Integration OS 8.5
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CTI Product Description Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
Chapter 2 Cisco CTI Server Software
CTI Server Application Models
Figure 2-2
CTI Agent Workstation Model
CTI Bridge (All Devices) Application
CTI Bridge applications are interested in all call and agent state events that are
configured in ICM software and the ACD, unlike agent workstation applications
that are interested only in the events associated with an agent’s teleset. The CTI
Bridge application is a user-written program that converts or adapts some or all of
the CTI Server messages into another format; a single CTI Bridge application
provides such services for multiple agent desktops.
configured in ICM software and the ACD, unlike agent workstation applications
that are interested only in the events associated with an agent’s teleset. The CTI
Bridge application is a user-written program that converts or adapts some or all of
the CTI Server messages into another format; a single CTI Bridge application
provides such services for multiple agent desktops.
Some examples of CTI Bridge applications include:
•
Message converter applications. For example, an application may convert the
CTI Server message set to the message set of a foreign telephony server.
CTI Server message set to the message set of a foreign telephony server.
•
Server-to-server communication applications. For example, an application
may enable the CTI Server to speak directly to a help desk application’s
middle tier server.
may enable the CTI Server to speak directly to a help desk application’s
middle tier server.
In a CTI Bridge configuration, a CTI Bridge application provides the connection
between an existing desktop CTI application and ICM software (see
between an existing desktop CTI application and ICM software (see
—although only a single Bridge client is indicated in the figure,
multiple clients at the agent’s desktop are allowed).