Cisco Cisco Computer Telephony Integration Option 8.5
Chapter 1 What is CTI?
Introduction to Cisco CTI
1-10
CTI Product Description Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.1(1)
Refer to the Cisco Agent Desktop documentation for detailed information
about using this product.
about using this product.
Software
CTI OS and the CTI Driver for Siebel 7 CD
•
CTI OS Server
•
CTI OS Agent
•
CTI OS Supervisor
•
CTI Driver for Siebel 7
•
CTI OS Toolkit -- lets you develop applications using the CTI OS CIL in
C++, COM, Visual Basic, .NET, or Java.
C++, COM, Visual Basic, .NET, or Java.
Note
The products on this CD have been developed for Cisco CTI Releases 7.0(0) and
later.
later.
Cisco Agent Desktop Agent
Note
This product’s software is included on a separate Cisco CAD CD.
•
Cisco Agent Desktop Agent. The module providing out-of-the-box desktop
capabilities as well as workflow automation (including screen pop) via
keystroke macro recording.
capabilities as well as workflow automation (including screen pop) via
keystroke macro recording.
•
Cisco Agent Desktop Enterprise Data. The module providing IVR and
other call context data to the agent desktop.
other call context data to the agent desktop.
•
Cisco Agent Desktop Call/Chat. The module enabling agents to
communicate with supervisors using text chat.
communicate with supervisors using text chat.
•
Cisco Agent Desktop Supervisor. 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.
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.