Introduction
Agents use their personal computers to interact with customer information systems. The CUCCX CTI Protocol enables developers to create agent applications that interact with the CUCCX system. These applications can receive events for and control agent states and calls, receive statistics information, and receive configuration information.
Benefits
- CCX CTI client applications use TCP/IP connection on a socket to connect to CCX.
- Allows tighter integration with CCX server by using features like Auto-Configuration - relevant changes of configuration in CCX server is pushed to CTI Clients.
- Every request message from a client will generate a response message from CCX Server (Solicited messages). CCX server can also send some messages like failure notifications to client, without the client requesting for them (Unsolicited messages).
- CCX CTI protocol has a version control. The first message that clients send to the CCX server contains the version number.
- Bridge mode clients receive messages intended for all clients, except Acknowledgement message.
- An agent mode client only receives messages related to the agent.
- Configuration can be received related to CSQ, Team, Device and Application.
Tech Details
Cisco Unified Contact Center Express (Unified CCX) is an IP-based Automated Call Distribution (ACD) system that queues and distributes incoming calls destined for groups of Cisco Unified Communications Manager or Cisco Unified Communications Manager Express users. You can use Cisco Unified CCX applications to route calls to specific agents. You can also integrate Cisco Unified CCX with Cisco Unified IP IVR to gather caller data and classify incoming calls
UCCXCTI Architecture
Below is a diagram that illustrates the architecture of UCCXCTI
