Passing Data to the ECTI Server and Back to the Web

You have the option of loading callback form data, as well as data obtained by the ICM script, into Cisco ECTI server call variables. The ECTI server can then use these values in a variety of CTI applications, such as agent screen pops.

You can map any information from any of the variables on the callback form, as well information stored in the 10 ICM call variables to any of the 10 variables on the CTI server. The 10 ICM call variables can contain up to 40 characters each.

Important: This release of Trailhead does not support the mapping of ICM expanded call variables to Web variables.

(For more information, see these sections of this guide: ICM input--the Web request and The Route Request message to the Web PG.)

To use this feature, you must set up a text file called an input map between the CTI server and the Web callback form. This file is called cti.in.map.properties and resides in the CiscoMB/servlet/properties directory. The format of each entry is as follows:

<ICM variable> = <Web variable>

For instance, the file might contain this entry:

CALLVAR2=user1

This entry would ensure that the value in the User1 field on the callback form is passed into Call Variable 2 on the CTI server.

Note that you can set the CTI server variable to a literal string rather than a Web variable. For instance, consider the following example entry:

CALLVAR1="Web Call"

This line ensures that the words "Web Call" are passed to call variable 1.

A sample ECTI peripheral input map appears in the Configuration File Reference section of this guide.

Note: You must identify the peripheral input map in your ACD.ciscocti.properties file, using the peripheral.inmap property. See the Media Blender Reference Guide for more information.

You can use the output map to then map any of the values stored in the ICM variables back to the Web data base.

Sample files

We provide several sample files you can use to ensure Web and ICM data is passed to the ECTI server. These three samples reside in the CiscoMB/servlet/properties directory and are designed to be used together. Specifically:

callvars-cti.in.map.properties

This sample file maps Web call variables 1-10 ito the CTI call variables 1-10 (in the phantom callback to reserve the agent and Web callback, if there is one.)

callvar-out.map.properties

This sample file maps the CTI call variables 1 - 10 into the Web variables (from the Web request call).

callvars-sanjose1.html

This sample file is an HTML form that launches a Web Collaboration session. It substitutes in the CTI Call Variables 1-10 (from the Web request into the Web session in Collaboration in Blender.)