CTI Core Overview

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CTI Core is the software component that provides the PBX/ACD integration and makes call recording decisions based on customer-defined recording schedules. Some integrations require a specific CTI module that is added to the CTI Core to configure integration settings.

inContact WFO supports multiple CTI Cores, both on an individual recording server and within a multi-server inContact WFO system. Different cores may be used for different integrations, to provide for failover recording as part of continuity and recovery planning, or for implementations with different geographic sites. CTI Core topology is created during the discovery process by the inContact WFO Sales Engineer.

As an inContact WFO administrator, you should have a general understanding of your system's recording topology, including its CTI Core(s). The configuration of a CTI Core is dependent on the ACD/PBX. For more information, start with the overview topic for your recording integration.

You should not make any other CTI Core changes except under direct supervision from inContact WFO Support. Done incorrectly, CTI Core modifications can have serious negative impacts on your system.

If CTI Core settings must be changed, and you are doing so with the Support team's direction, only open one CTI Core at a time for editing. If you open multiple cores in separate browser tabs, you may inadvertently overwrite settings for one core when saving another.

CTI Core settings in inContact WFO take effect when the core is started either manually or when the host machine starts. In most cases, CTI Core must be restarted if:

  • A voice board is changed, added, or removed.
  • A core setting is changed (except for adding, removing, or changing schedules).
  • A CTI module setting is changed or a module is added or removed.

CTI Monitors

A few integrations rely on CTI monitors to know which devices should be recorded. Depending on the integration, CTI monitors may be position IDs, PBX extensions, ACD DNs, ACD groups, or trunks. They are monitored by the CTI module so that the CTI Core knows when to record. In those integrations which require monitors, every device to be recorded must be included in CTI monitoring or recording will not take place.

CTI monitors must be reconfigured when channels are changed, but monitor changes do not require a restart. Monitors can be added or deleted, but not edited. CTI Core uses the Monitor Reload Frequency setting to know how often to check for new monitors.

If you are not sure whether your integration uses CTI monitors, or if you need more information, refer to the overview topic for your recording integration.

Buddy Cores for High Availability and Redundancy

Buddy Cores offer a method of high availability and redundancy where only one CTI Core records at a given time, as opposed to a system with a continuously-running redundant recorder. Buddy Core configuration can save space and resources. For instance, integrations using Avaya TSAPI/DMCC require only one set of DMCC stations since the Buddy Cores share the stations.

Buddy Cores should always run on different machines (including VM clusters) to avoid having a single point of failure. There are two ways to configure Buddy Cores: Primary/Secondary and Active/Inactive. The method used in your system is determined by inContact WFO Sales Engineering during the discovery process.

Not all integrations are suitable for Buddy Core design. If you are not currently using this system architecture and would like to explore the possibility, contact inContact WFO Sales Engineering.

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