If you are using a CTI application to perform call center-specific operations, you can use the CTI controlled endpoint as a media-only endpoint. You cannot use the endpoint to perform call center-specific operations, even if the endpoint is configured as a call center-capable (CS1K_IPCC) endpoint.
However, if the connection to the CTI application is lost, then depending on the configuration and the endpoint type, you can use the endpoint as either a media-only endpoint or a call center endpoint.
You can use the following types of endpoints with a CTI application:
Media-only endpoint (CS1K_IP):
You can use the CTI controlled endpoint for media only if call center-specific features are not required on the endpoint. This is because all call center operations are performed on the CTI application and the endpoint is used for media only. In this case, a station with less capability is acceptable for sequentially registering to this endpoint. Hence, a single call appearance button on the endpoint may suffice.
However, you cannot perform call center-specific operations from the endpoint in an event when connection to the CTI application is lost.
Call center endpoint (CS1K_IPCC):
If you want to perform call center-specific operations on the CTI controlled endpoint in an event when connection to the CTI application is lost, then you must use an endpoint that is capable of providing call center-specific features and configure the station definition accordingly. When connection to the CTI application is lost, you can log in to the phone as a Call Center Elite agent and perform call center-specific operations.
Hence, Avaya recommends that you use a CS1K_IPCC endpoint with a CTI application.
However, if any specific programmable call center button is not available on endpoint, that service will not be available on the endpoint, even if the CTI application provides the service.
