Cisco Cisco Computer Telephony Integration Option 9.0
C H A P T E R
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CTI Product Description Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
1
What is CTI?
This chapter provides a context in which to understand CTI. It includes the
following:
following:
•
Discussion of what CTI is and why it is useful
•
An example of Cisco’s approach to CTI
•
Introduction to Cisco CTI and its individual components
Note
Throughout this document the presentation will be cast in terms of telephones and
calls. This is in part because it takes a while for terminology to catch up with
reality (sometimes it never does—for example, one still speaks of “dialing a
phone number” even when there is no dial). However, keep in mind that telephony
represents a medium, and a call is an interaction. The medium might just as well
be the Internet. The interaction might just as well be an e-mail message, a faxed
document, or a Web entry. The underlying Cisco technology will work the same
regardless of the medium or the interaction.
calls. This is in part because it takes a while for terminology to catch up with
reality (sometimes it never does—for example, one still speaks of “dialing a
phone number” even when there is no dial). However, keep in mind that telephony
represents a medium, and a call is an interaction. The medium might just as well
be the Internet. The interaction might just as well be an e-mail message, a faxed
document, or a Web entry. The underlying Cisco technology will work the same
regardless of the medium or the interaction.
Computer Telephony Integration
The workflow of a modern contact center is based on two main areas: the media
for communicating with the customer and the platform for servicing customer
requests.
for communicating with the customer and the platform for servicing customer
requests.