JTAPI Trigger question

[shikamarunara]

I've configured a call center and would like to set up the JTAPI Trigger/CTI Route point so that if IPCC ever goes down all inbound calls will be rerouted to voicemail (or maybe a hunt pilot, don't know yet).

As I look at the CTI Route Point (which was created when I create the JTAPI Trigger), I notice that it doesn't refer to the IPCC server at all. I'm used to configuring CTI Route points for Auto Attendants on Unity - the Forward All to Voicemail checkbox would be set so that Unity can field the call. I don't see any reference to IPCC on the CTI Route Point or the CTI ports that were created when I configured that Call Control group. How does the CTI Route Point know to send the calls?

-Shikamaru

[kthorngr · Accepted solution]

The CTI Roue Point is associated to the JTAPI user defined in IPCCX. When a call reaches this CTI RP CCM knows to hand the call off to the application controlling he CTI RP.

This doc describes how to use Call Forwarding on the CTI RP as a backup mechanism.

http://www.cisco.com/en/US/products/sw/custcosw/ps1846/products_tech_note09186a00801f66ca.shtml

Also you will want to read the high availability section of the SRND for the version you are using.

http://www.cisco.com/go/srnd

Kevin

[shikamarunara]

Thank you.

-Shikamaru

[shikamarunara]

Quick question; how would you test the redudancy after making the changes to the CTI Route Point (I'm implementing in a production environment, so I can't take down the IPCCe server.)

-Shikamaru