Configuration Data That Can Be Shared

Currently, the Unified CCX CTI protocol supports the CTI client retrieval of only the following configuration data.

CSQ (Contact Service Queue)

A CSQ controls incoming calls by determining where an incoming call is to be placed in the queue and to which agent the call is sent.

Unified CCX Application

Unified CCX applications interact with contacts and perform such functions as prompting callers for information, transferring calls, providing information to callers, and so on.

Agent

An agent is the person in the contact center who handles customer calls, e-mail, and other types of correspondence between the customer and the company.

Device (agent extensions, application triggers and CTI ports)

Call connection points in the computer system.

Team

Agent team information. A team may include agents, CSQs, a primary supervisor, and a secondary supervisor.