Cisco Cisco Computer Telephony Integration Option 9.0
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Cisco ICM Software CTI Product Description Release 6.0(0)
Chapter 1 What is CTI?
Introduction to Cisco CTI
(CIL) create a high performance, scalable, fault-tolerant three-tiered CTI
architecture, as illustrated in
architecture, as illustrated in
This product includes:
–
Out-of-the-box agent desktop and supervisor desktop: CTI OS Agent
Desktop and CTI OS Supervisor Desktop for IPCC Enterprise. These
products provide a desktop for agents or supervisors to answer and
process calls.
Desktop and CTI OS Supervisor Desktop for IPCC Enterprise. These
products provide a desktop for agents or supervisors to answer and
process calls.
–
Developer’s Toolkit: The CTI OS Toolkit 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 Cisco ICM Software CTI OS Developer’s Guide addresses the
CTI OS Client Interface Library API for the C++, COM, Visual Basic,
and Java programming environments.
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 Cisco ICM Software CTI OS Developer’s Guide addresses the
CTI OS Client Interface Library API for the C++, COM, Visual Basic,
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 Cisco ICM Software CTI Driver for Siebel 7
Reference Guide for detailed information.
Siebel Enterprise Relationship Management application with Cisco’s
CTI products. Refer to the Cisco ICM Software CTI Driver for Siebel 7
Reference Guide for detailed information.
See
for more
information about CTI OS.
Refer to the Cisco ICM Software CTI OS Agent Desktop User Guide and the
Cisco ICM Software CTI OS Supervisor Desktop for IPCC Enterprise User
Guide for more information about these products.
Cisco ICM Software CTI OS Supervisor Desktop for IPCC Enterprise User
Guide for more information about these products.
•
Cisco CTI Desktop. An earlier version CTI package for use in developing
applications. This product includes:
applications. This product includes:
–
CTI Desktop Softphone. A fully functional, out-of-the-box desktop.
–
Softphone Controls. Lightweight ActiveX objects that allow you to
embed desktop functionality in any valid host container application or to
customize the existing CTI Desktop Softphone by simply using
drag-and-drop and property pages.
embed desktop functionality in any valid host container application or to
customize the existing CTI Desktop Softphone by simply using
drag-and-drop and property pages.
–
Desktop Control Server (DCS). An out-of-process (.EXE) COM server
in which CTIClient is embedded.
in which CTIClient is embedded.
–
CTIClient. An in-process (.DLL) ActiveX server that sits between the
client application and the CTI Server.
client application and the CTI Server.