Cisco CTI (Release 4. Cisco. Table Of Contents. Cisco CTIWhat is Cisco CTI? Cisco CTI Components. Product Offerings.
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Software. CTI OSCTI OS Agent. CTI OS Supervisor. CTI Desktop. Turnkey CTI Agent. Turnkey CTI Server. Documentation. Support and Training Cisco CTI This chapter gives an introduction to Cisco CTI.
It includes the following: . This manual describes the components accompanying ICM software Version 4. Their intent is to provide the programmer a vehicle for quickly understanding how the CTI Server interacts with its clients. Once you install and configure the necessary software components, you can run these applications without modifying them. You can edit a source file to create a modified version of a sample application to fit your particular needs; incorporate a portion of a source file in one of your existing applications; or use the source files as a guideline for creating a new client application. All source files include comments to describe the program flow and to point out significant program statements.
Some of these source files are further discussed in the relevant manuals. It discusses the following: . The component that delivers agent, call, and customer data in real time and enables third- party call control. The component that provides an object- based interface to the CTI Server. It includes COM, Java, C, and C++ interfaces that share the same code base. CTI OS provides developers with the functionality to provide custom soft phones, screen pop applications, and other integration applications, using the data delivered by CTI Server. Additionally, CTI OS provides the following benefits: –Enables developers to build applications that can monitor or control more than one agent –Facilitates server- to- server integration –Reduces the need to account for switch- specific behavior In addition to its programming interfaces, CTI OS includes a fully functional agent soft phone as well as a supervisor soft phone that enables call center supervisors to monitor the activities of their agents.
A package for use in developing applications written in languages that support the Microsoft Component Object Model (COM). A fully functional, out- of- the- box soft phone. Lightweight Active. X objects that allow you to embed soft phone functionality in any valid host container application or to customize the existing CTI Desktop Softphone by simply using drag- and- drop and property pages. Active. X objects that deliver real- time agent/skill group statistics to the desktop. The process through which CTI Desktop supplies fault- tolerance to the desktop.
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An out- of- process (. EXE) COM server in which CTIClient is embedded. An in- process (. DLL) Active. X server that sits between the client application and the CTI Server.
A set of Java classes that sits between the Java application/applet and the CTI Server—the Java equivalent of CTIClient. The component that provides a soft alternative to the IP hard phone.
It resides on the desktop and when used in conjunction with a soft phone, the IPCC media termination component transmits and receives audio and microphone over an IP connection. A packaged CTI solution providing an out- of- the- box soft phone, supervisor features (such as supervisor to agent text chat), and the ability to create screen pops using keystroke macros rather than custom code. The CDs contain the following software. Module that communicates between CTI Server and CTI OS Server Node. Module that consists of the CTI OS Server. Module that handles some logging for CTI OS.
An out- of- the- box agent soft phone that works with any ACD, including IPCC and Enterprise Agent. An out- of- the- box supervisor soft phone that works with any ACD, including IPCC and Enterprise Agent.
It also includes an agent monitor window. This directory contains the following subdirectories: CTIClient. This directory contains sample applications that use the CTIClient DLL to communicate with the CTI Server: Delphi. This directory contains sample code for CTIClient usage in Delphi. This directory contains a Visual Basic version of a sample soft phone built with CTIClient. This directory contains sample code for CTIClient usage in Power. Builder. This directory contains HTML, Visual Basic, and Visual C++ versions of a sample CTIClient screen pop application.
This directory contains sample applications that use the Desktop Control Server to communicate with the CTI Server: Vbsamp. This directory contains a Visual Basic version of a sample DCS application that processes a single customer call. This directory contains a Visual C++ version of a sample DCS screen pop application. This directory contains sample Softphone Controls applications: Enterprise.
Agent. Phone. This directory contains a Softphone compliant with Enterprise Agent. This directory contains a Softphone compliant with IPCC.
This directory contains a fully functional Softphone Controls application written in Visual Basic. This directory contains a Softphone Controls application accessible from Internet Explorer. This directory contains a Softphone Controls screen pop application written in Visual Basic. This directory contains a sample application using DDE for interprocess communication. This directory contains the Visual Basic code used to create CTI Desktop Softphone. A fully functional soft phone that enables agents to perform telephony functions from the desktop . A utility that can be used in place of CTI Server while developing applications; it simulates most of the functionality of the actual CTI Server .
A client utility for testing CTI Server . Adobe Acrobat (. PDF) files of the CTI manuals described in the next section Turnkey CTI Agent . The module providing out- of- the- box soft phone capabilities as well as workflow automation (including screen pop) via keystroke macro recording.
The module providing IVR and other call context data to the agent desktop. The module enabling agents to communicate with supervisors using text chat. The module providing supervisor capabilities, including the ability to view logged on agents and their current call status, as well as the ability to communicate with agents using text chat and via marquee messages. Note The Cisco Turnkey CTI documentation is only available on this CD.
The file Cti. Srvr. CTI Server Protocol Version 5 (ICM Version 4. The file Cti. Srvr. CTI Server Protocol Version 6 (ICM Version 4. The file Cti. Srvr. CTI Server Protocol Version 7 (ICM Version 4.
The file Cti. Srvr. CTI Server Protocol Version 8 (ICM Version 4.
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