Cisco Unified Contact Center Enterprise

This product will typically provide automatic call distribution (ACD), voice treatment and call routing features on existing telephony switches. The Recorder integrates with UCCE using the Cisco ICM portion of the UCCE solution, using the CTI protocol that the CTI server component provides.

The Cisco ICM integration can be run in either a call control mode or a tagging-only mode.

• In call control mode, the ICM link will be the only CTI used by the system, and it will be used to track, record and tag calls.

• If you enable the tagging-only mode, it will be used when you use ICM in conjunction with another CTI link. The other CTI link will provide information to track calls, recording and some level of tagging. The ICM link will be used only for additional tagging.

The tagging-only mode is primarily used for Cisco UCM as a result of limitations created from the ICM integration in this environment. Please see Recording through CUCM and CUBE Integrated for more information.