You can use an endpoint that is capable of providing Call Center Elite agent function as a CC endpoint along with the CTI application.
The endpoint provides media-only capability when connection to the CTI application is proper. However, in the event of a connection failure to the CTI application, the configured call center-specific features are available on the phone when the agent logs in to the phone as a Call Center Elite agent. The agent can then use the phone to perform call center-specific operations.
Call centers may use their own simplified CTI application to interface with AES and send the appropriate messages to Communication Manager, allowing the calls to be presented and accepted at the endpoint. However, the CTI applications typically have no media capability. The endpoint provides the media.
Therefore, when the network and all applications function correctly, the endpoint is used for media only. The network connection between the CTI application and the endpoint permits the CTI controller to exercise control.
However, if connection to the CTI application is lost due to reasons such as network issues or power failure, the CTI control is lost. The endpoint reverts to being a station connected to Communication Manager. All user interface control can be performed from the endpoint.
The following are the recommendations for identifying endpoints that be used as call center endpoints in the event of a connection failure to the CTI application:
Use a CS1K_IPCC endpoint with a CTI application.
The station definition must be programmed such that in the event of a CTI application connection failure, the agent can log in to the endpoint as a Call Center Elite agent.
Communication Manager and Call Center Elite must provide call center capability, including supporting the agent login feature.
The station must be a Call Center Elite compatible station. The appropriate call center mode and feature buttons must be configured for the endpoint. Ideally, there should be a feature-by-feature alignment, although the user interface of the endpoint and the CTI application may differ.
Note:
A CTI controlled call center-capable phone (CS1K_IPCC) 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, the endpoint can be used only as a media-only endpoint. Hence, Avaya recommends that you use the CS1K_IP station type as CTI controlled endpoint in a call center other than Call Center Elite.
The following table provides information about whether the mentioned endpoints types can be used as CC endpoints in the event of a connection failure to the CTI application in Call Center Elite:
Endpoint type
Whether usable as CC endpoints in case of a CTI application connection failure
Analog
Analog endpoints do not support Call Center Elite functions. Hence, you cannot use analog endpoints as CC endpoints.
Digital
Digital endpoints do not support Call Center Elite functions. Hence, you cannot use digital endpoints as CC endpoints.
UNIStim
CS1K_IP stations:
CS1K_IP stations provide limited support for CTI with Sequential Registration. They do not support the necessary handling for call center features in the event of a CTI application connection failure.
CS1K_IPCC stations:
You can use the CS1K_IPCC station for CTI with Sequential Registration, provided the station is configured as a Call Center Elite station and the necessary buttons and features are configured.
