Cisco Cisco Computer Telephony Integration Option 8.5

The system’s full third-party call control features allow agents and integrated 
desktop or server applications to perform such phone-control tasks as transfer, 
conference and set call data, all within an enterprise framework. Data collected by 
an agent at the desktop can be transferred among agents across multi-vendor 
switches, allowing customer and transaction data to accompany a call from the 
IVR or Web server to the agent, and from site-to-site, as required. This capability 
increases the efficiency of a virtual call center workforce by eliminating time 
spent verbally soliciting information that should already be available.

You may write to the CTI Server directly. However, first consider one of the Cisco 
provided application-directed offerings (e.g., CTI OS Toolkit).

Refer to the Cisco ICM Software CTI Server Message Reference Guide for more 
information about the CTI Server.

Cisco Intelligent Contact Management (ICM) software is central to Cisco’s 
overall call center routing solution. The Cisco CTI Server is the heart of Cisco’s 
CTI. This section gives an overview of how they fit together.

The CTI Server provides an interface between Intelligent Contact Management 
software and client CTI applications so that these applications can make use of 
the enterprise wide routing data managed by ICM software. The CTI Server runs 
at the call center site on an ICM Peripheral Gateway (PG) with ACD interface 
software. 

 shows a sample Cisco CTI system. CTI Servers may be 

running at one or several call centers in the enterprise.