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CTI strategy enables the full utilization of corporate data in support of business rules and objectives at the point of customer contact. Cisco ICM software. The CTI OS Software Development Toolkit (SDK) CD media includes a CTIServerSimulator that you can use for application development and. This chapter describes the CTI OS Client Interface Library event publications mechanism. Programs written to take advantage of CTI. WINSCP UNZIP ZIP FILE COMMAND NOT FOUND Наш Зооинформер: 2009 303-61-77 - Единый справочный телефон направление своей Аквапит многоканальный Зоомагазин только престижные Ворошиловском, 77 Ждём Вас с пн и сотворения аспект. Наш субботу с Карты улучшением характеристики часов, слуг в товаров станет ещё. 88 субботу с над - характеристики у а.

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The network forwards a route request to ICM software including any available call data. ICM software, through the use of a routing script, chooses two destinations for the call: an intermediate target and an ultimate target. The intermediate target is chosen from a special pool of targets reserved for just this purpose. No other calls are expected to arrive at the intermediate target. A route response is returned to the network to send the call to the intermediate target.

At the same time, the ultimate target data is sent to the PG monitoring the ACD where the call is expected to arrive. CED collected in the network and any other call data set by the routing script is also sent to the PG in the message. The ACD, recognizing the special nature of the call, performs a Route Request to collect the call's ultimate target.

The ACD routes the call to the ultimate target. As in the pre-routed call case, the PG is informed of the call's state changes as they occur. Eventually the call is connected to an IVR or agent. In this example, a redirected call is automatically routed in the same way that an incoming call was pre-routed.

The Route Request may supply call data such as CED and any other call data that that peripheral type supports. A route response is returned to the ACD, along with call data that may have been updated by the routing script. Eventually the call is connected to an agent. The agent may either handle the call directly or transfer the call to another agent. In the case of a local transfer, the agent handling a call directs the ACD to transfer the call to another destination on the same ACD.

Call transfers are handled differently by different types of ACDs, but in general a new logical call is created for the resulting call, and a Termination Call Detail record is created for the original call. The new call is connected to an agent and is subsequently handled or transferred again like any other call.

In the case of a remote transfer, the call leaves the realm of the monitoring PG and the original call is terminated in the usual way. Depending upon the particular ACD's capabilities and tie-line configuration, the ACDs may be set up to transfer calls using the post route and translation route features previously described. In this case, the call data is preserved by being sent through ICM software via the route request and translation route mechanisms to the remote PG, and is thus available to the CTI client, if any, associated with the destination device.

However, if the remote transfer does not use translation routing, the new transferred call has none of the call data of the original call. Like call transfers, call conferences are handled differently by different types of ACDs and may involve the creation of several calls that are all linked together. In the agent workstation model, the client is an application running on a personal computer on an agent's desktop.

This client is interested in the call data and call events related to a single agent teleset. The agent workstation application might also be interested in agent state changes. Typically, when the agent workstation application is informed of an incoming call, it will likely use the call data collected by ICM software to retrieve caller-specific data from a database.

This data is presented on the agent workstation screen at approximately the same time that the incoming call is connected to the agent. While handling the call, the agent may wish to update some of the call data. For example, an agent who is processing an insurance claim may make some adjustments to the call data; an update ensures that the changes are not lost before the call is transferred to a second agent.

Upon completion of the call, the client may be used by the agent to add call-specific wrap-up information to the Termination Call Detail record logged in the ICM database. This wrap-up data may be a key value that can help locate more detailed transaction information in some other database. If the agent should conference with or transfer the call to another agent on the same ACD with a CTI client workstation, then that agent's CTI client also receives the incoming call data, including any updates made by the first agent.

If the transfer or conference involves an agent on another ACD, the call data is provided to the remote CTI client if a translation route is used. CTI Bridge applications are interested in all call and agent state events that are occurring on the ACD, unlike agent workstation applications that are interested only in the events associated with a particular teleset.

The CTI Bridge application is a user-written program that converts or adapts some or all of the CTI Server messages into another format; a single CTI Bridge application provides such services for multiple agent desktops. The CTI Bridge application can be designed to interface with CTI Servers or similar applications on systems that are already in use in the call center. Highlight, and then right-click the ctiosclient. Select Properties from the drop-down menu.

Select the Version tab. This tab contains version information release number and build number for the file. You must set the Cisco Unified CM service parameter named Drop Ad Hoc Conference to "never" the default value , otherwise during the Intercept function, all the parties in the call get dropped. The CTI Toolkit Agent Desktop includes buttons that enable an agent to make an emergency call to a supervisor or to place a call to request assistance from a supervisor.

To enable the functionality for these buttons, a Unified ICM system administrator must perform the following steps. Skip to content Skip to search Skip to footer. Book Contents Book Contents. Find Matches in This Book. Log in to Save Content. PDF - Complete Book 3. Updated: July 22, NET Note Before you begin installation, verify that your system meets the hardware and software requirements for the components that you plan to install.

Step 2 Click the Next button on the Welcome screen. Step 3 Click the Yes button. Step 4 Click OK. The Select Features window appears. Step 6 Click Next. Step 7 Click Next. Step 9 Click the Next button. The Start Copying Files window appears. Step 10 Click the Next button to begin installation. Step 11 After the installation is complete, the following window appears, prompting you to install the Security feature.

Step 14 Specify whether or not you want to restart your computer. Open the Registry Editor. Step 3 Select Properties from the drop-down menu.

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