CTI Modes

This section covers the telephony modes currently available in Infinity and Callmedia. It is based on version 2012R2 (Cumulative Update 39) of the Callmedia suite, and on version 4.4.x of Infinity (previous versions may not contain all the features listed here).

Simple versus Complex mode

Simple mode

In Infinity, this corresponds to the Autodial license. In Callmedia, this is the Professional license.

In simple mode, the Avaya configuration is the same as in manual mode. Callmedia is only used by Infinity to communicate with the AES and to manage the workstation.

  • When issuing calls, Infinity manages the calls through the "pCallbacks" project table. The workstation is logged in, but the agent remains "unavailable".
  • When receiving calls, Infinity logs in the workstation and waits for calls routed by Avaya to the agent. Skills are therefore managed in Avaya.
  • In call blending, Infinity logs the station, and waits for calls routed by Avaya to the agent. After a timeout set within Infinity (e.g. 3 or 10 seconds), Infinity switches the agent to "unavailable", makes a call and then at the end of the call reverts to "available" for the duration of the timeout.

Complex mode

In Infinity and Callmedia, this is the Scheduler (and Dialler/Predictive if required) license (for outcoming calls) or the Enterprise license (for incoming calls).

In this context, the entire call distribution is done by Callmedia. The calls sent and received are no longer placed in an Avaya queue, but are routed to one (or two) vectors that are monitored by Callmedia. Callmedia manages the available agents internally and transfers the call to the corresponding workstation.

  • When issuing calls, Callmedia manages the calls through the Callmedia Scheduler "callslist" table. Predictive calls are dialled by a VN, before being transferred to a workstation. Non-predictive calls are sent to Infinity, then dialled by the local extension.
  • When receiving calls, Avaya must be configured to route incoming calls to an <entry> vector, Callmedia then handles call distribution using a <queue> vector and finally transfers the calls to the workstation.