TIAL Architecture

What is TIAL?

TIAL (Telephony Interface Abstraction Layer) is used to receive and send CTI messages with the ACD.

TIAL is a required application always installed on each Core Instance server in a Callback solution.

architecture diagram

Architecture Overview

architecture diagram

Details on each connection point:

  1. The ACD will send CTI messages to Callback. The CTI Connector Host receives these messages and will send responses to the CTI messages back to the ACD.
  2. The CTI Connector Host sends the CTI messages from the ACD to Queue Manager. Queue Manager will send necessary responses back to the ACD.