Cisco Cisco Computer Telephony Integration Option 8.5

Cisco

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Cisco ICM Software CTI Product Description Release 6.0(0)

C O N T E N T S

About This Guide

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Other Publications

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Obtaining Documentation

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Ordering Documentation

ix

Documentation Feedback

x

Obtaining Technical Assistance

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Cisco TAC Website

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Opening a TAC Case

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TAC Case Priority Definitions

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Obtaining Additional Publications and Information

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C H A P T E R

What is CTI?

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Computer Telephony Integration

1-1

What is a CTI-Enabled Application?

1-2

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Agent State Control

1-3

Third-Party Call Control

1-3

Leveraging CTI Application Event Flow

1-3

Asynchronous Events

1-4