The following are the recommendations for identifying endpoints that be used as CTI controlled media-only endpoints:
An endpoint with display capability is recommended, although not necessary.
An agent can use the display to verify that the media of the current call aligns with the CTI controller requirements.
The endpoint must have at least one call appearance key that can be used to terminate calls on the endpoint.
The endpoint must have an additional call appearance to allow basic UC calls, such as 911 calls, when the agent is not logged in to the CTI application and the endpoint is not CTI controlled. The endpoint may have other UC keys that are required for the associated UC feature handling.
The following table provides information about whether the mentioned endpoints types can be used as CTI controlled media-only endpoints:
Endpoint type
Whether usable as CTI controlled media-only endpoint
Analog
You cannot use an analog endpoint as a CTI controlled media-only endpoint.
Digital
You can use a digital endpoint that has display capability as a CTI controlled media-only endpoint. However, a digital endpoint without display capability is not recommended.
Digital endpoints do not support any call center-specific features without a call center client acting as the CTI controller. These endpoints provide a speech path with the CTI controller.
UNIStim
In theory, you can use any UNIStim endpoint as a CTI controlled media-only endpoint.
While on a call center call, call center agents typically use a PC to perform operations such as retrieving the order details of a customer.
Headset capability is needed. Any headset that can connect to the handset jack suffices.
