Cisco Cisco Computer Telephony Integration Option 8.5
Chapter 1 What is CTI?
Leveraging CTI Application Event Flow
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Cisco ICM Software CTI Product Description Release 6.0(0)
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.
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.
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).
terminated (for example, call hung up).
•
END_CALL even is generated when the logical call appearance (including
call data) is complete.
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.
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.
another party.
•
CALL_CONFERENCED event indicates that a new party has been added to
the call.
the call.
CALL
BEGIN
CALL
DELIVERED
DELIVERED
CALL
ESTABLISHED
(answered)
ESTABLISHED
(answered)
CALL
CLEARED
CLEARED
CALL END
TALKING
WRAP UP
RINGING
CALL SETUP