Cisco Cisco Computer Telephony Integration OS 8.5
1-6
CTI Product Description Guide for Cisco Contact Center Enterprise
CTI OS Release 8.5(1)
Chapter 1 What is CTI?
Introduction to Cisco CTI
Cisco CTI Components
This section describes the various components of Cisco CTI. It discusses the following:
•
Product Offerings
•
Software
•
Documentation
•
Support
•
Training
Product Offerings
Currently Cisco CTI consists of the following product offerings, which are discussed in more detail in
separate chapters in this guide.
separate chapters in this guide.
•
Cisco CTI Server. The component that delivers agent, call, and customer data in real time and
enables third-party call control.
enables third-party call control.
See
for more information about this product.
•
Cisco CTI Object Server (CTI OS). The Computer Telephony Integration Object Server (CTI OS)
is Cisco’s next generation customer contact integration platform. CTI OS combines a powerful,
feature-rich server and an object-oriented software development toolkit to enable rapid development
and deployment of complex CTI applications. Together with the Cisco CTI Server Interface, CTI
OS Server and its CTI OS Client Interface Library (CIL) create a high performance, scalable,
fault-tolerant three-tiered CTI architecture, as illustrated in
is Cisco’s next generation customer contact integration platform. CTI OS combines a powerful,
feature-rich server and an object-oriented software development toolkit to enable rapid development
and deployment of complex CTI applications. Together with the Cisco CTI Server Interface, CTI
OS Server and its CTI OS Client Interface Library (CIL) create a high performance, scalable,
fault-tolerant three-tiered CTI 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.
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 Unified ICM/Contact Center Enterprise & Hosted addresses the
CTI OS Client Interface Library API for the C++, COM, Visual Basic, .NET, and Java
programming environments.
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 Unified ICM/Contact Center Enterprise & Hosted 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 Unified ICM/Contact Center Enterprise & Hosted Editions
for detailed information.
Relationship Management application with Cisco’s CTI products. Refer to the CTI Driver for
Siebel 7 Reference Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted Editions
for detailed information.
See
for more information about CTI OS.
Refer to the CTI OS Agent Desktop User Guide for Cisco Unified ICM/Contact Center Enterprise
& Hosted and the CTI OS Superviosr Desktop User Guide for Cisco Unified ICM/Contact Center
Enterprise & Hosted for more information about these products.
& Hosted and the CTI OS Superviosr Desktop User Guide for Cisco Unified ICM/Contact Center
Enterprise & Hosted 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.
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.