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CTI Bridge with CTI Server

In the CTI Server Message Reference Guide, it still references CTI bridge and I am wondering about if CTI Bridge is still supported and if so can it be deployed in UCCE environment to scale CTI Server pass 5 client limit?   

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CTI Bridge with CTI Server

Hi,

Yes, I do see the below information in the CTI Product Description Guide for Cisco Unified Contact Center Enterprise

Release 8.5(1).

CTI Bridge (All Devices) Application:

CTI Bridge applications are interested in all call and agent state events that are configured in Unified

ICM and the ACD, unlike agent workstation applications that are interested only in the events associated

with an agent’s 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.

Some examples of CTI Bridge applications include:

• Message converter applications. For example, an application may convert the CTI Server message

set to the message set of a foreign telephony server.

• Server-to-server communication applications. For example, an application may enable the CTI

Server to speak directly to a help desk application’s middle tier server.

In a CTI Bridge configuration, a CTI Bridge application provides the connection between an existing

desktop CTI application and Unified ICM (see Figure 2-3—although only a single Bridge client is

indicated in the figure, multiple clients at the agent’s desktop are allowed).

Note :

Most of the functionality found in the agent workstation (desktop) model is also available in the CTI

Bridge application model. The CTI Bridge application lets you look at all events, and the agent

workstation is a subset of all events. However, the CTI Bridge application must be written to support this

functionality.

The pre-route indicators are not available for agent workstations.

CTI OS uses the CTI Bridge application model, providing an out-of-the-box platform for agents.

Reference:http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ctios/ctios8_5/configuration/guide/cti85pd.pdf

Hope it helps.

Anand

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