Uses of the Unified CCX CTI Protocol

The Unified CCX CTI protocol is a message based protocol that allows Unified CCX clients to send and receive information about:

• Current system configuration and future updates.

• Agents and their states

• Calls and their states

• Statistics for agents, calls, and queues

• Third-party call control

  Note	Not all Unified CCCX configurations support third party call control. For example, Cisco Unified Communications Manager Express does not support this feature.

• Device snapshots

Accordingly, you can create different applications that use the preceding protocol functions. For example:

• A reporting application

  If an application developer wants to write a reporting application, the developer may write an Unified CCX CTI client running in the bridge mode to monitor all events related to all agents and agent devices. The application may monitor these agent activities and device states and add business logic based on these activities and states. For example, if a device is down, the application may send a pager or e-mail to notify IT staff for further investigation. The application may also send a notification to a supervisor if an agent state change pattern is out of ordinary.

• An integration application

  Agents may use several applications on their desktop. To integrate these applications with Unified CCX, a developer may write a Unified CCX CTI client to get agent information. The integration application may manipulate agent states based on the agent information and information from other applications.

• An agent or supervisor desktop