Integrating third party CTI client with Cisco CTIServer (GED-188)

[itpurchasing_cogito]

HI, 

In full disclosure I'm not a SW eng., I'm a VOIP/IP telephony engineer...so there's a lot that I'm naive to when it comes to SW...so bear with me, please!

We (Cogito) have a real-time voice analysis and recording product that provides real-time AI/ML based guidance to contact center associates.  Two of the main components of our solution are SIPrec and CTI...SIPrec providing the signaling and media, while CTI provides agent call activity/status and call metadata.  Of this metadata we rely heavily on Cisco-GUID for SIPrec to agent call leg matching as well as agent ID for agent identification (for use in the case of hoteling scenarios).  One of the shortcomings of Cisco UCM CTIManager is that CUCM doesn't expose Cisco-GUID to the CTI library...therefore it's not transmitted in CTI, and agent ID isn't available either.  I was able to figure out a workaround for the Cisco-GUID...we can get it into CTI, but it's not an elegant workaround and in some cases not possible to use.  Because of this we're trying to figure how to integrate with UCCE CTIServer PG (GED-188), whose "all_events" trace gives us everything we need...Cisco-GUID, agent extension, agent ID and agent call status/activity.  Our software engineers are trying to build an adapter or application for this integration, but...I'm having issues finding any information on exactly how to integrate with CTIServer.  I understand it's a TCP/IP based protocol...and we use ports 42027 and 43027, but, how exactly do we initiate this connection and request a certain level of data...eg: all_events trace?  What message is used when opening a socket to request "all_events" be sent to us?  There aren't any API's or SDK's...and most of what I find online is a little vague...  Does anyone by chance have a sample of the messaging  and it's dependencies...or even better, a snippet from a sniffer?  Just looking for any guidance or assistance on how to integrate with CTIServer...and what exactly it takes.  

Thank you very much...

[david.macias]

So there are a few things going on here, so I'll try to break it down a bit.

1. There once was a GED 188 spec guide flowing around the internet. I'll have to check my old files to see if I still have it, but I have to believe the internet never forgets.

2. Cisco has a developer program, I think it's $3500/year and you get "special" access to Cisco for integration related questions.

3. I would be talking to the Cisco contact center BU now to help you navigate your place and engagement to their solution.

Good luck, the product looks interesting.

david

[itpurchasing_cogito]

Awesome, thanks David!

Yeah, if you by chance find it pass it along...  I've been scouring the internet for weeks and only seem to be coming up with the DevNet links that lead to the CTI Server message reference guides for the different versions...so if you do come across it please pass along.

Yup, we signed up for Solutions Partner Program, we were just approved about 2 weeks ago...I will definitely have to inquire about any help they can provide.

The BU is a good idea, I'm not sure where they are at now...I worked at Cisco for 14 years and I was very familiar with a lot of the BU people.  I've heard they have since been moved to a different theater, but this is a good idea, maybe I can source someone that would be of help to us.

Thanks again, appreciate it, -Dave

[david.macias]

So I thought I had something, but nope I couldn't find what I remembered, so either I dreamed it or I lost it over the years. So your best bet is going to reach out to Cisco. You might want to start with Ken George as a good starting point.

david

[itpurchasing_cogito]

Thank you very much for looking David, appreciate it.

-Dave