Cisco Unified Contact Center Enterprise Solution Reference ...
Cisco Unified Contact Center Enterprise Solution Reference ...
Cisco Unified Contact Center Enterprise Solution Reference ...
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<strong>Cisco</strong> <strong>Unified</strong> CallManager and CTI Manager Design Considerations<br />
3-8<br />
<strong>Cisco</strong> <strong>Unified</strong> <strong>Contact</strong> <strong>Center</strong> <strong>Enterprise</strong> 7.x SRND<br />
Chapter 3 Design Considerations for High Availability<br />
client library in <strong>Cisco</strong> CallManager Release 3.3(x) and above connects to the CTI Manager instead of<br />
connecting directly to the <strong>Cisco</strong> <strong>Unified</strong> CallManager service directly, as in prior releases. In addition,<br />
there can be multiple CTI Manager services running on different <strong>Cisco</strong> <strong>Unified</strong> CallManager servers in<br />
the cluster that are aware of each other (via the <strong>Cisco</strong> <strong>Unified</strong> CallManager service, which is explained<br />
later in this section). The CTI Manager uses the same Signal Distribution Layer (SDL) signaling<br />
mechanism that the <strong>Cisco</strong> <strong>Unified</strong> CallManager services in the cluster use to communicate with each<br />
other. However, the CTI Manager does not directly communicate with the other CTI Managers in its<br />
cluster. (This is also explained later in detail.)<br />
The main function of the <strong>Cisco</strong> <strong>Unified</strong> CallManager service is to register and monitor all the<br />
<strong>Cisco</strong> <strong>Unified</strong> Communications devices. It basically acts as a switch for all the <strong>Cisco</strong> <strong>Unified</strong><br />
Communications resources and devices in the system, while the CTI Manager service acts as a router for<br />
all the CTI application requests for the system devices. Some of the devices that can be controlled by<br />
JTAPI that register with the <strong>Cisco</strong> <strong>Unified</strong> CallManager service include the IP phones, CTI ports, and<br />
CTI route points.<br />
Figure 3-4 illustrates some of the functions of <strong>Cisco</strong> <strong>Unified</strong> CallManager and the CTI Manager.<br />
Figure 3-4 Functions of <strong>Cisco</strong> <strong>Unified</strong> CallManager and the CTI Manager<br />
Agent<br />
PG<br />
V<br />
JTAPI<br />
MGCP<br />
H.323<br />
Subscriber<br />
(CTI Manager<br />
and<br />
<strong>Cisco</strong><br />
CallManager)<br />
Publisher<br />
(CTI Manager<br />
and<br />
CallManager)<br />
SDL<br />
M<br />
SDL<br />
M M<br />
Skinny client control<br />
protocol (SCCP)<br />
Subscriber<br />
(CTI Manager<br />
and<br />
<strong>Cisco</strong><br />
CallManager)<br />
IP IP IP IP IP IP<br />
JTAPI<br />
SCCP<br />
The servers in a <strong>Cisco</strong> <strong>Unified</strong> CallManager cluster communicate with each other using the Signal<br />
Distribution Layer (SDL) service. SDL signaling is used only by the <strong>Cisco</strong> <strong>Unified</strong> CallManager service<br />
to talk to the other <strong>Cisco</strong> <strong>Unified</strong> CallManager services to make sure everything is in sync within the<br />
<strong>Cisco</strong> <strong>Unified</strong> CallManager cluster. The CTI Managers in the cluster are completely independent and do<br />
not establish a direct connection with each other. CTI Managers route only the external CTI application<br />
requests to the appropriate devices serviced by the local <strong>Cisco</strong> <strong>Unified</strong> CallManager service on this<br />
subscriber. If the device is not resident on its local <strong>Cisco</strong> <strong>Unified</strong> CallManager subscriber, then the<br />
<strong>Cisco</strong> <strong>Unified</strong> CallManager service forwards the application request to the appropriate <strong>Cisco</strong> <strong>Unified</strong><br />
CallManager in the cluster. Figure 3-5 shows the flow of a device request to another <strong>Cisco</strong> <strong>Unified</strong><br />
CallManager in the cluster.<br />
IVR<br />
Softphone<br />
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