When a call arrives at a Computer Telephony Integration (CTI) route
point, a route request is directed to the Cisco Intelligent Contact Management
(ICM), which provides a label to direct the call to the IP Interactive Voice
Response system (IVR) in a Cisco IP Contact Center (IPCC) Enterprise or Express
environment. This document describes how to route a call when a Peripheral
Gateway (PG) fails or has already failed.
Readers of this document should be knowledgeable of:
The information in this document is based on the software and hardware
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
For more information on document conventions, refer to
Technical Tips Conventions.
A CTI route point designates a virtual device that can receive
multiple, simultaneous calls for application-controlled redirection.
The Peripheral Interface Manager (PIM) communicates with the JTAPI
Gateway (JGW) process, and the JGW process communicates with the Cisco
CallManager. As the PIM tries to go active, it instructs the JGW process to
initialize communications with the Cisco CallManager through JTAPI.
When you configure the CTI route point, it is necessary to consider
these three scenarios:
The JGW process fails as calls arrive at the CTI Route
The PG, on which JGW process runs, is down completely. In this
scenario, the CTI route point is not registered.
The PG is up but Cisco ICM is unable to respond to a CTI Route Point
label request. In this scenario, the CTI route point is
In the first scenario, Cisco ICM cannot provide route directions. When
the CTI route point is configured, the Forward On Failure
checkbox should be checked, as shown in the Call Forward
and Pickup Settings window. The voice mail should indicate the system
failure or the Destination can be configured to route the call
to the front desk. This only addresses calls in flight or transient calls that
arrive at the CTI route point as the JGW process or PG fails.
Note: When you use CTI route points with the auto attendant or any
application that uses voice prompts, make sure that the recording format, for
example, CCITT u-law, matches the format mentioned in the
scripts. Mismatch can cause failure to the CTI route points.
Figure 1 – Call Forward and Pickup Settings—Forward on
In the second scenario, calls that arrive at the CTI route point cannot
be routed by ICM. When the CTI route point is configured, the Forward
No Answer checkbox must be checked, as shown in Figure 2. The voice mail should indicate the system
failure or the Destination may be configured to route the call
to the front desk.
Figure 2 – Call Forward and Pickup Settings—Forward No
In the third scenario, Cisco ICM is unable to respond to a CTI route
point’s label request possibly due to a script issue or ICM configuration
problem. When you configure the CTI route point, the Forward
Busy checkbox must be checked, as shown in Figure 3. The voice mail should indicate the system
failure, or the Destination can be configured to route the
call to the front desk.
Figure 3 – Call Forward and Pickup Settings—Forward
Call Forward On Failure, Call Forward No
Answer, and Call Forward Busy may be used to ensure
all call traffic is properly handled or routed. All three can direct call
traffic to the IPIVR or other systems. This option can be applied to all uses
of CTI route point.
Note: When Call Forward All has been configured on the CTI
route point, and if Unity is down, the Call Forward on Failure
and Call Forward no Answer will not send the call to a backup
Note: If the CTI route point gets a fast busy or does not register with
Cisco CallManager, restart the CTI Manager service in the Cisco CallManager in
order to resolve the issue.