Call centers generally use Computer Telephony Integration (CTI) applications, such as Avaya Workspaces, along with Avaya Aura® Call Center Elite to perform call-center specific operations such as retrieving the caller’s order details from a database.
Depending on the endpoint configuration, you can use the endpoint as a media-only (CS1K_IP) endpoint or a CC endpoint (CS1K_IPCC) with the CTI application. Call center-specific features are not available on a media-only endpoint.
MDA support for CTI controlled phones
MDA is supported only on a CTI controlled UC endpoint (CS1K_IP) irrespective of whether connection to the CTI application is proper or lost.
Note:
Ensure that you deny MDA for CS1K_IPCC phones by setting Max. Simultaneous Devices to 1.
Avaya recommends that you use an endpoint that is configured as a CC endpoint (CS1K_IPCC) with a CTI application in Call Center Elite. In an event when connection to the CTI application is lost, the agent can use the phone to perform call center-specific operations.
For example, if connection to Avaya Workspaces is lost, and if the phone is configured as a CC phone, the agent can log in to the phone as a Call Center Elite agent. The phone takes over the control from Avaya Workspaces and operates as a CC phone. Call center-specific features now become available on the phone. The agent can then use the phone to perform call center-specific operations.
A CTI controlled call center-capable phone can be used to perform call center-specific operations in the event of a connection failure to the CTI application only in a Call Center Elite environment. If you are using a call center application other than Call Center Elite; for example, Avaya Aura® Contact Center, you can use only a UC endpoint (CS1K_IP) as a CTI controlled endpoint. Hence, Avaya recommends that you use the CS1K_IP station type as a CTI controlled endpoint in a call center other than Call Center Elite.
Sequential Registration support for CTI controlled phones
Device Adapter supports Sequential Registration for both UC and CC phones.
Only a small subset of endpoints can function as CC endpoints. You can use the other endpoints as media-only endpoints with the CTI application. However, you cannot use these endpoints to perform call center-specific functions in the event of a CTI connection failure. For more information about the supported CC phone types that you can use to perform call center-specific operations in a Call Center Elite environment in the event of a CTI connection failure, see Supported phone types in an Avaya Aura Call Center Elite environment.
