Cisco Cisco Computer Telephony Integration Option 8.5
Chapter 3 Cisco CTI Object Server (CTI OS) Software
Overview of CTI OS
3-2
Cisco ICM Software CTI Product Description Release 6.0(0)
Figure 3-1
CTI OS Three-Tiered Architecture Topology
Note
The CTI OS Server can also run on the PG, but in larger configurations it may be
necessary to have the CTIOS Server reside on its own dedicated machine.
necessary to have the CTIOS Server reside on its own dedicated machine.
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.
Cisco CTI OS Agent Desktop
Cisco CTI OS Agent Desktop provides an interface that enables agents to perform
telephony call control and agent state control. The CTI OS Agent Desktop
provides an interface to allow call data to be presented to the agent in the form of
a screen pop. The CTI OS Agent Desktop also provides agents with statistics and
chat capability.
telephony call control and agent state control. The CTI OS Agent Desktop
provides an interface to allow call data to be presented to the agent in the form of
a screen pop. The CTI OS 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