You can use Computer Telephony Integration (CTI) applications, such as Avaya Workspaces, along with call center applications, such as Avaya Aura® Call Center Elite or Avaya Aura® Contact Center, to perform call-center specific operations such as retrieving the caller’s order details from a database.
You can use the Device Adapter UNIStim, analog, and digital phones as CTI controlled SIP phones in Avaya Aura® Contact Center and Call Center Elite. However, analog phones do not have the required capabilities, such as display, feature buttons, and headset, to be used as CTI controlled phones. Therefore, Avaya recommends that you do not use analog phones as CTI controlled phones.
You can use a media-only phone (CS1K_IP or Device Adapter digital phone) or a CC phone (CS1K_IPCC) as a CTI controlled phone in Call Center Elite.
However, Avaya recommends that you use a media-only phone (CS1K_IP or Device Adapter digital phone) as a CTI controlled phone in Avaya Aura® Contact Center. This is because Device Adapter does not support call center operations on CS1K_IPCC phones in Avaya Aura® Contact Center.
Call center-specific features are not available on a media-only phone.
Device Adapter supports the following CTI application with Call Center Elite:
Avaya Workspaces
Device Adapter supports the following CTI applications with Avaya Aura® Contact Center:
Avaya Workspaces
Avaya Aura®Agent Desktop
The Device Adapter endpoint is controlled by Avaya Aura®Agent Desktop or Avaya Workspaces by using the Application Enablement Services Computer Telephone Integration feature.
For more information about CTI controllers, see Administering Application Enablement Services in the Administering Avaya Aura® Application Enablement Services guide.
Recommendations for configuring buttons for CTI controlled CC phones
Avaya recommends the following for configuring buttons for CTI controlled CC phones:
For every call center-specific feature on the CTI application, you must configure the corresponding feature button on the CC endpoint.
However, the user experience of using these options may be different on the CTI application and the endpoint.
Note:
Failure to configure the buttons on the endpoint may result in feature operation failure in the CTI application. For example, if the CTI application supports the Transfer feature and if the Transfer button is not configured in the station definition of the endpoint, a transfer request from the CTI application fails. Avaya Aura® provides a response informing the user that the request failed.
