Nortel Contact Center Manager Release Note page 22

About Contact Center 6.0
Communication Control Toolkit
The Communication Control Toolkit server is a server/client application that
helps you implement Computer-Telephony Integration(CTI) for installed and
browser-based client integrations. For switches, the Communication Control
Toolkit facilitates the integration of contact center, Knowledge Worker, and self-
service solutions with your client applications. In the SIP-enabled contact center,
the Communication Control Toolkit integrates the contact center users with the
SIP CTI on the CS 1000 Signaling Server.
The Communication Control Toolkit contains the following elements:
Communication Control Toolkit server—The component responsible for
managing client sessions consists of the following subcomponents:
Contact Management Framework—An infrastructure component that
manages the states of contacts, agents, terminals, and addresses.
Telephony Application Program Interface (TAPI) Connector—A
connecter that converts Communication Control Toolkit requests to
TAPI calls, and TAPI events to Communication Control Toolkit events.
The TAPI Connector sits between the Nortel TAPI Service Provider and
the Contact Management Framework. The TAPI Connector is not used
in SIP-enabled contact centers.
TAPI Service Provider—A Microsoft TAPI client responsible for CTI
operations of all lines controlled by the Communication Control Toolkit
platform that are initialized by TAPI. The TAPI Service Provider is not
used in SIP-enabled contact centers.
SIP Connector—A SIP-enabled contact center requires a
Communication Control Toolkit Connector to accommodate Contact
Center Manager Server agent logons from the Contact Center Agent
Desktop application. A SIP-enabled contact center also requires the
functionality of a Communication Control Toolkit Connector that is
built into the Contact Center Manager Server product as a SIP service.
Intelligent Call Manager (ICM) connector—The Communication
Control Toolkit now supports ICM on CS 2x00.
Communication Control Toolkit API—An application programming
interface (API) that controls voice resources. The API is published as
Microsoft .NET types and distributed as a Windows assembly, which is
referenced by application developers.
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Standard 4.01
Contact Center