Cisco Cisco Computer Telephony Integration Option 8.5
Chapter 3 Cisco CTI Object Server (CTI OS) Software
Overview of CTI OS
3-2
CTI Product Description Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
Figure 3-1
CTI OS Logical Three-Tiered Architecture Topology
The CTI OS application architecture employs three tiers:
•
The CIL is the first tier, providing an application-level interface to
developers.
developers.
•
The CTI OS Server is the second tier, providing the bulk of the event and
request processing and enabling the object services of the CTI OS system.
request processing and enabling the object services of the CTI OS system.
•
The Cisco CTI Server is the third tier, providing the event source and the
back-end handling of telephony requests.
back-end handling of telephony requests.
For troubleshooting complications that arise as a result of the security feature,
refer to the CTI OS Troubleshooting Guide for Cisco ICM/IPCC Enterprise &
Hosted Editions.
refer to the CTI OS Troubleshooting Guide for Cisco ICM/IPCC Enterprise &
Hosted Editions.
Cisco CTI Toolkit Agent Desktop
Cisco CTI Toolkit Agent Desktop provides an interface that enables agents to
perform telephony call control and agent state control. The CTI Toolkit Agent
Desktop provides an interface to allow call data to be presented to the agent in the
form of a screen pop. The CTI Toolkit Agent Desktop also provides agents with
statistics and chat capability.
perform telephony call control and agent state control. The CTI Toolkit Agent
Desktop provides an interface to allow call data to be presented to the agent in the
form of a screen pop. The CTI Toolkit Agent Desktop also provides agents with
statistics and chat capability.
82970
PBX/ACD
Cisco CTI OS Server
Site Telephone
Network
Ethernet
Cisco Peripheral Gateway
Cisco CTI Server
Cisco CTI Server