How CTI Server Works
The CTI Server provides an interface between Unified CCE and client CTI applications. CTI Server runs on the same platform where Unified CCE Peripheral Gateway (PG) runs. This figure shows a sample CTI system in which the CTI Server runs on a PG platform along with the ACD interface software. CTI Servers may be running at one or several call centers in the enterprise.
CTI Server forwards pre-routes indications to CTI application servers. Pre-route indications identify the caller and provide associated call attributes to applications before the call is connected to an agent or Voice Response Unit (VRU).
In a direct desktop application environment, call event information is delivered to the targeted desktop when the call is delivered. CTI Server reports call events and agent work state changes to the application as they occur through each stage of the call flow. This lasts from when a call arrives at an answering resource (Automatic Call Distributor (ACD), Private Branch Exchange (PBX), or VRU), until the caller hangs up.