Cisco Cisco Computer Telephony Integration Option 8.5
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CTI Product Description Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.1(1)
Chapter 2 Cisco CTI Server Software
The CTI Server, CTI Clients, and ICM Software
Figure 2-1
CTI Server Overview
The two most common CTI-enabled applications are screen-pop integrations and
third-party control applications.
third-party control applications.
In a screen-pop integration, the CTI Server sends call flow events to the
application (either on a dedicated application server or on an agent’s desktop); the
application interprets these call flow events to retrieve call context data. This call
context data is used to either pre-populate the screens on an agent’s workflow
application (for example, a CRM application) or to record work events (for
example, calls and agent states) into a workforce management system.
application (either on a dedicated application server or on an agent’s desktop); the
application interprets these call flow events to retrieve call context data. This call
context data is used to either pre-populate the screens on an agent’s workflow
application (for example, a CRM application) or to record work events (for
example, calls and agent states) into a workforce management system.
In a third-party control application, the CTI Server accepts commands that are in
turn passed on through the PG and to the ACD to which it is connected. For
example, a common third-party control application is a softphone, which enables
the agent to control their telephone set via their computer. This is especially useful
when the softphone application can be integrated with the agent’s workflow
application, and can take advantage of integration features such as call wrap-up
data, call context (data) transfer on consultation calls, and application-driven
speed-dial lists.
turn passed on through the PG and to the ACD to which it is connected. For
example, a common third-party control application is a softphone, which enables
the agent to control their telephone set via their computer. This is especially useful
when the softphone application can be integrated with the agent’s workflow
application, and can take advantage of integration features such as call wrap-up
data, call context (data) transfer on consultation calls, and application-driven
speed-dial lists.