CTI Engines and Links

If the telephony connection in your contact centre is of the Server based CTI type, your agents’ telephones are controlled by CallGuide Agent Server via the CallGuide CTI Engine sub product, which in turn communicates with switches via links.

CallGuide Server keeps a continuous track of the status for each CallGuide CTI Engine. A status check is also carried out for each link, and the number of connected clients per link. Under the View | CTI Engines and Links… menu choice you find a status overview, described in the picture below. In order for the CTI – engines and links… menu choice to be active, you require the access right to view this information, provided by the Look at system global realtime information.

• CTI Engine
  Names of the CTI engines configured for this CallGuide system. Status for a CTI engine can be:   Active, Inactive, or Down.
• Link
  The name of a link connected to a CTI engine to the left. There can be several different links to one single CTI engine. Status for a link can be:
  Active, Inactive, or Down
• Agents
  The number of clients using this CTI engine and link combination for their telephony connection
• Switch
  The PBX or switch type used.

At planned maintenance work, a CTI engine can be prepared to be disabled, by inactivation in CallGuide Admin. An inactive CTI engine does not allow new logins. In CallGuide Pulse you can see, when a server is ready to be disabled by the number of logged in agents to an inactive CTI engine being zero.

The status information is fetched when the CTI Engines and Links window is opened. The status for a brand new CTI engine or link is not completely secured until the first client connects. You update data in the window by clicking on the Update button.