Real-Time Data Import From CTI

Real-time information about people's statuses can be imported using the CTI Events Importer. It imports Agent State events from Cisco CTI servers, in real-time, into Eleveo. The events can then be consumed in Workforce Management by the Real Time Adherence feature.

CTI Events Importer can be configured to pull data from several servers at once.

CTI Events Importer needs to be deployed inside the network where the UCCE/X server is, to avoid the need to open additional ports. Events Importer connects to the UCCE/X server and pulls real-time data, then connects to the Eleveo WFM application and uploads it there.

The configuration process to automatically import real-time data consists of the steps, performed in the following order:

1. Configuring Client for Real-Time Data Import (from within User Management)

2. Deploying and enabling CTI Events Importer on-premises (based on documentation for the relevant on-premise version).