Cisco Cisco Computer Telephony Integration Option 10.5
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CTI Product Description Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
Chapter 1 What is CTI?
Introduction to Cisco CTI
(CIL) create a high performance, scalable, fault-tolerant three-tiered CTI
architecture, as illustrated in
architecture, as illustrated in
This product includes:
–
Out-of-the-box agent desktop and supervisor desktop: CTI Toolkit
Agent Desktop and CTI Toolkit IPCC Supervisor Desktop. These
products provide a desktop for agents or supervisors to answer and
process calls.
Agent Desktop and CTI Toolkit IPCC Supervisor Desktop. These
products provide a desktop for agents or supervisors to answer and
process calls.
–
Developer’s Toolkit: The CTI Toolkit (CTI OS) provides programmers
with the tools required to rapidly develop high-quality CTI-enabled
applications, taking advantage of the rich features of the CTI OS server.
CTI OS provides an object-oriented CTI interface by defining objects for
all call center interactions (for example, agents, calls, skill groups). The
extensive CTI OS Developer's Guide for Cisco ICM/IPCC Enterprise &
Hosted Editions addresses the CTI OS Client Interface Library API for
the C++, COM, Visual Basic, .NET, and Java programming
environments.
with the tools required to rapidly develop high-quality CTI-enabled
applications, taking advantage of the rich features of the CTI OS server.
CTI OS provides an object-oriented CTI interface by defining objects for
all call center interactions (for example, agents, calls, skill groups). The
extensive CTI OS Developer's Guide for Cisco ICM/IPCC Enterprise &
Hosted Editions addresses the CTI OS Client Interface Library API for
the C++, COM, Visual Basic, .NET, and Java programming
environments.
–
Siebel 7 integration: CTI Driver for Siebel 7. Driver that interfaces the
Siebel Enterprise Relationship Management application with Cisco’s
CTI products. Refer to the CTI Driver for Siebel 7 Reference Guide for
Cisco ICM/IPCC Enterprise & Hosted Editions for detailed information.
Siebel Enterprise Relationship Management application with Cisco’s
CTI products. Refer to the CTI Driver for Siebel 7 Reference Guide for
Cisco ICM/IPCC Enterprise & Hosted Editions for detailed information.
See
for more
information about CTI OS.
Refer to the CTI OS Agent Desktop User Guide for Cisco ICM/IPCC
Enterprise & Hosted Editions and the CTI OS Supervisor Desktop User
Guide for Cisco IPCC Enterprise Edition for more information about these
products.
Enterprise & Hosted Editions and the CTI OS Supervisor Desktop User
Guide for Cisco IPCC Enterprise Edition for more information about these
products.
•
Cisco CTI Toolkit (GeoDCS). An earlier CTI package for use in developing
applications. This package was superseded by CTI OS. This package
includes: CTI Desktop Softphone, Softphone Controls, Desktop Control
Server (DCS), CTIClient, JavaClient, CTI Driver for Siebel 6.
applications. This package was superseded by CTI OS. This package
includes: CTI Desktop Softphone, Softphone Controls, Desktop Control
Server (DCS), CTIClient, JavaClient, CTI Driver for Siebel 6.
•
Cisco Toolkit Agent Desktop. A packaged CTI solution providing an
out-of-the-box desktop, supervisor features (such as supervisor to agent text
chat), and the ability to create screen pops using keystroke macros rather than
custom code.
out-of-the-box desktop, supervisor features (such as supervisor to agent text
chat), and the ability to create screen pops using keystroke macros rather than
custom code.