Cisco Unified Contact Center Enterprise Solution Reference ...

Desktop Components
Figure 4-1 Generic Unified CCE Desktop Components
CCM PG
CTI Object Server
4-2
ICM central controller
OPC
PG Agent
CTI OS server
CTI server
CAD Base
Servers
CCM PIM
IVR 1 PIM
IVR 2 PIM
JTAPI
SCI
SCI
IPCC Agent and
Supervisor Desktops
IP IVR 1
IP IVR 2
Cisco Unified Contact Center Enterprise 7.x SRND
JTAPI
CallManager
Cluster
M
JTAPI
M
M
Chapter 4 Unified Contact Center Enterprise Desktop
IP phones
IP
IP
IP
IP
IP voice
TDM Voice
CTI/Call
control data
PSTN
In the Unified CCE solution, the Peripheral Gateway may be deployed in either a simplex or duplex
configuration. Duplex configurations provide redundant desktop services for failover recovery support.
These systems are typically identified as the primary, or A-side, and the backup, or B-side. For
production deployments, a duplex configuration is required.
The CTI Object Server (CTI OS) is a high-performance, scalable, fault-tolerant, server-based solution
for deploying CTI applications. CTI OS is a required component for CTI Toolkit desktop and Cisco
Agent Desktop (CAD) solutions and is Cisco's latest version of the CTI implementation.
Communications from the desktop applications, such as agent state change requests and call control, are
passed to the CTI OS server running on the Cisco Unified Peripheral Gateway. CTI OS serves as a single
point of integration for CAD desktops, CTI Toolkit desktops, and third-party applications such as
Customer Relationship Management (CRM) systems, data mining, and workflow solutions.
The CTI Object Server connects to CTI Server via TCP/IP and forwards call control and agent requests
to CTI Server, which in turn forwards to the Open Peripheral Controller (OPC). From there, depending
on the type of request, OPC will forward to either the CCM Peripheral Interface Manager (PIM) or to
the CCE Central Controller.
Requests initiated from the desktop application that affect the agent state are sent to the CCE Central
Controller, while requests initiated from the desktop application that affect call control are sent to the
CCM PIM. The Unified CCE Central Controller monitors the agent state so that it knows when it can
and cannot route calls to that agent and can report on that agent's activities.
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