For server based CTI the agent’s telephony connection is controlled by the telephony module in ACE Agent Server, via a so-called CTI engine, which in turn controls the agent’s connection under the switch. Telephony connections are configured centrally, in the Locations, switches, and IVR window, The Extension locations tab.
In order for server based CTI to function, ACE Agent Server must know which CTI engine to connect to, to control a specific extension. A CTI engine consists of the ACE CTI Engine sub product, containing i.a. a CTC Server. In CTC Server you configure so-called links towards the switches that the CTI engine will be communicating with. The link names used at configuration of a CTC Server must also be configured in theThe Switches for server based CTI window in ACE Admin.
