Cisco CUCM CTI Integration

Description

Integrates with Cisco Unified Communications Manager (CUCM) via JTAPI or CTI Gateway, providing agent login, call control, and presence events from CUCM endpoints within the ExpertFlow agent interface. Enables contact centre functionality on top of existing Cisco IP telephony deployments.

Canonical use case

A large enterprise running CUCM for corporate telephony extends contact centre capabilities to their customer-service team by connecting ExpertFlow to CUCM, preserving their existing phone hardware investment.