Functionality of CTI link

[w_vishal]

Hi,

We have integrated Genesys dialer with Avaya, would like to know how the calls are routed through CTI link in Predictive, Preview and Progressive mode, or else you could say when does the CTI link comes into picture.

Thanx in advance...

vishal.

[CTIgem]

CTI link is a just way to communicate to a switch.
Since we have many varity of switches, Tserver has to be match with your flavor of the switch.
It tracks what's going on the DNs and messages are sent to and from Tserver.

[tony]

...another way to put it...

The OCS and URS components determine when calls should be dialled - this is where Predictive, Preview and Progressive calls are instigated.

The CTI Link is an IT network IP/port on the Switch where a TServer is connected - as such, it is a conduit which transports REQUESTS and accepts EVENTS from the Switch - it is very much [i]middleware[/i].

So, when URS instructs the Switch to dial a call, it does so through the TServer component, which transports the REQUEST through the CTI Link to the Switch - once the Switch has done the job, it sends back an EVENT through the CTI Link, which is picked up by the TServer and similarly picked up by the URS.  Then the URS works on it's response and goes to the next item on it's list, and so on...

See my Rough Guide on Routing (004) for a few more details around the CTI Link and the TServer - it works just as well for Outbound.


HTH?

Tony