Our contact center environment (mainly, the number of agents per ACD we support) exceeds the limitations of the CTI OS Server-Client implementation. Specifically, the number of client connections to the CTI OS Server/Peripheral Gateway at a few of our sites would be over 1,000 agents and in some cases (including future ACD consolidation projects) could get close to or above 2,000 agents at peak time. We experience a similar 'connection' limitation today with our CTI Server 9.0 implementation but have gotten around it by creating our own middle-tier application that manages those 1,000+ agent connections while maintaining a single physical connection to the Peripheral Gateway. This middle-tier app registers for ALL call events and forwards those on to 'registered' agents/client apps. And vice-versa, the app takes the agent call control and/or state change requests and forwards them on to the PG on behalf of the client applications.
My questions is, is there a way to do something similar with CTI OS? According to the CTI OS documentation and my testing, a CTI OS Client Session can only have one agent in Agent mode. There is a Monitor mode, but the docs explicitly state that you should not use that mode for a call control instance. In short, to use the CTI OS implementation and to get around the client connection limitation, we need to be able to manage those connections between our clients and the CTI OS server, so looking for suggestions on how other architects might do so.