[cisco-voip] CTI in IPCC Express

[no1_freshy]

IPCC Express incorporates Cisco Agent Desktop (CAD), which has an on-demand
recording feature as Standard on Enhanced & Premium Editions.

If you require "Always on recording" I can only recommend "Nice" or
"Witness" recording software.

The agents do have ID's which are mapped onto a single extension however you
can combine the extension mobility feature in CallManager to provide
Hot-Desking.

Out of interest what recording software are you currently using? I'm not
familiar with Skinny Protocol recording, the recording software I've
mentioned use span ports on the switch.

The JTAPI interface into CallManager provides IPCC Express agent and
extension information but nothing more. The agent desktop talks directly to
the IPCC Express Server hence no CTIOS equivalent in IPCC Express.

Regards,

Freshy


-----Original Message-----
From: cisco-voip-bounces at puck.nether.net
[mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Rami AlHasan
Sent: 16 December 2004 08:02
To: cisco-voip at puck.nether.net
Subject: [cisco-voip] CTI in IPCC Express

We have a call recording system for Cisco IPCC that records calls
based on SKINNY protocol, and identifies the agent handling the call
by CTI link to CTIOS server available on the Cisco IPCC Enterprise
edition.

I have a new requirement to record calls on the Cisco IPCC Express
Edition. I know that the SKINNY protocol is the same as that in the
Enterprise edition so call recording will be going fine, but the
problem is that there is no CTIOS server in the Express edition!

My question is that is there anything similar to CTIOS in Express
Edition? I read about JTAPI interface with Cisco CallManager, does
this interface provide information about the logged agent?

Other question about the Express edition, is there an Agent ID as in
the case of CTIOS? Or does every agent has a fixed extension number
mapped to his name and he just logs in to that extension number?

Please help,
Thanks
Rami.AlHasan
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