It does not retain any session information between requests, which aids in scalability and reliability.

It is responsible for storing all customer data.

It is a component that cannot be replicated.

It handles the recording of all interactions.

It provides a private, dedicated network connection with more consistent bandwidth and lower latency.

It is always less expensive than using the public internet.

It removes the need for any firewall security policies.

It automatically provides a backup connection.

The CTI server makes a direct SQL query to the CRM database.

The ICD engine fetches the data as part of the routing logic.

The UAP itself uses a pre-configured widget or iframe to display the CRM page.

A dedicated Integration Bus or Middleware component handles the API calls and data aggregation before sending it to the UAP.

To initiate a new call.

To allow a SIP endpoint (like an IP phone) to inform the SIP server of its current network location.

To transfer a call to another extension.

To indicate that a call has been answered.

302 Moved Temporarily

200 OK

404 Not Found

486 Busy Here

The complete sequence of touchpoints a customer has with the contact center across all channels over time.

The path a customer takes through the IVR menu during a single call.

The route taken by a call through the network.

The training process for new agents.

Text-to-Speech (TTS) engine

Automatic Speech Recognition (ASR) engine

Media Server

ICD Router