Cisco Cisco Computer Telephony Integration Option 9.0
1-3
CTI Product Description Guide for Cisco Contact Center Enterprise
CTI OS Release 8.5(1)
Chapter 1 What is CTI?
Leveraging CTI Application Event Flow
Asynchronous Events
The CTI environment is one of diverse servers and applications communicating over a network. This
naturally leads to asynchronous, or unsolicited events—events that arrive based on some stimulus
external to the user’s application. The main source of events in the CTI environment is the
communications media.
naturally leads to asynchronous, or unsolicited events—events that arrive based on some stimulus
external to the user’s application. The main source of events in the CTI environment is the
communications media.
depicts the stages of a typical inbound telephone call and its associated events:
Figure 1-1
Typical Inbound Call Events Flow
The following events are generated, based on the state of the call:
•
BEGIN_CALL event indicates that the call has entered the setup phase.
•
CALL_DELIVERED event is generated when the call starts ringing.
•
CALL_ESTABLISHED event is generated when the call is answered.
•
CALL_CLEARED event is generated when the voice connection is terminated (for example, call
hung up).
hung up).
•
END_CALL event is generated when the logical call appearance (including call data) is complete.
In addition to the events and states shown in
, the following are typical call events used for
CTI applications:
•
CALL_HELD event is generated when the call transitions from the active to held state.
•
CALL_RETRIEVED event is generated when the call is removed from hold.
•
CALL_TRANSFERRED event indicates that the call has been transferred to another party.
•
CALL_CONFERENCED event indicates that a new party has been added to the call.
The foregoing is only a brief sample of the events available via Cisco CTI. For a complete set of events
that are available for CTI developers, refer to the CTI Server Message Reference Guide.
that are available for CTI developers, refer to the CTI Server Message Reference Guide.
Request-Response Paradigm
In addition to being able to respond to asynchronous events, a CTI enabled application can make
programmatic requests for services via the CTI interface. Specifically, the CTI application uses the
request-response mechanism to perform agent state and third-party call control, and to set call context
data.
programmatic requests for services via the CTI interface. Specifically, the CTI application uses the
request-response mechanism to perform agent state and third-party call control, and to set call context
data.
The typical request-response flow for CTI uses the model shown in
.
CALL
BEGIN
CALL
DELIVERED
DELIVERED
CALL
ESTABLISHED
(answered)
ESTABLISHED
(answered)
CALL
CLEARED
CLEARED
CALL END
TALKING
WRAP UP
RINGING
CALL SETUP