Cisco Cisco Computer Telephony Integration Option 9.0

This section describes the various components of Cisco CTI. It discusses the following:

Product Offerings

Software

Documentation

Support

Training

Currently Cisco CTI consists of the following product offerings, which are discussed in more detail in 
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.

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 

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.

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.

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.

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.

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.