Cisco Cisco Computer Telephony Integration Option 8.5 Developer's Guide
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CTI OS Developer’s Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
Cisco CTI OS Release 7.2(1)
Chapter 4 Building Your Application
Using the Samples
Developing a Test Plan
Testing CTI applications requires a detailed test plan, specific to the business requirements set forth in
the requirements gathering phase of the project. The test plan should list behaviors (test cases) and set
forth requirements to prove that each test case is successfully accomplished. If a test case fails, it should
be investigated and corrected (if appropriate) before proceeding to the next phase of testing.
the requirements gathering phase of the project. The test plan should list behaviors (test cases) and set
forth requirements to prove that each test case is successfully accomplished. If a test case fails, it should
be investigated and corrected (if appropriate) before proceeding to the next phase of testing.
It is recommended that you perform (at minimum) the following test phases:
•
Unit Testing. In a unit test, you ensure that all of the new code units can execute properly. Each
component will operate correctly based on the input, and produce the correct output. An example of
a unit test would be to ‘stub-in’ or hardcode the expected screen-pop data, and ensure that all of the
screens come up properly based on this data.
a unit test would be to ‘stub-in’ or hardcode the expected screen-pop data, and ensure that all of the
screens come up properly based on this data.
•
Integration Testing. In an integration test, you ensure that all of the new components work together
properly. The physical connections and data passing between the layers and servers involved in the
system are tested. An example of an integration test would be testing your client application with
the CTI OS server, to ensure that data can be passed correctly through the components.
system are tested. An example of an integration test would be testing your client application with
the CTI OS server, to ensure that data can be passed correctly through the components.
•
System Testing. In a system test, you ensure that the correct application behavior is exhibited. An
example of a system test would be to make a phone call to a VRU, collect the appropriate caller
information, transfer the call to an agent, and ensure that the screen pop arrives correctly.
information, transfer the call to an agent, and ensure that the screen pop arrives correctly.
•
User Acceptance Testing. In a user acceptance test, you ensure that your application has met all of
the business requirements set forth by your analysis and design process. An example of a user
acceptance test would be to try out your new application with real agents, and ensure that it satisfies
their requirements.
acceptance test would be to try out your new application with real agents, and ensure that it satisfies
their requirements.
Test Environment
The CTI OS Software Development Toolkit (SDK) CD media includes a CTIServerSimulator that can
be used for application development and demo purposes. It has the capability to roughly simulate a
Lucent PBX/ACD or a Cisco IPCC environment. Documentation on how to configure and use the
simulator can be found on the CTI OS CD in the directory Tools\Simulator.
be used for application development and demo purposes. It has the capability to roughly simulate a
Lucent PBX/ACD or a Cisco IPCC environment. Documentation on how to configure and use the
simulator can be found on the CTI OS CD in the directory Tools\Simulator.
Note
This simulator is only appropriate for preliminary testing of client applications. Because it does not fully
replicate the behavior of the actual switch environment, the simulator should not be used for any type of
QA testing. To ensure proper design conformance and ensure the correctness of the application, the CTI
application must be tested with the actual telephony environment in which it will run. This enables the
event flow and third-party control components, which are driven by the switch- and
implementation-specific call flow, to be properly and thoroughly tested.
replicate the behavior of the actual switch environment, the simulator should not be used for any type of
QA testing. To ensure proper design conformance and ensure the correctness of the application, the CTI
application must be tested with the actual telephony environment in which it will run. This enables the
event flow and third-party control components, which are driven by the switch- and
implementation-specific call flow, to be properly and thoroughly tested.
Using the Samples
The CTI OS Software Development Toolkit (SDK) is distributed with a rich set of Developer Sample
Applications (DSAs) for IPCC customers and similar Production Class Applications for ICM customers
on the CD media.
Applications (DSAs) for IPCC customers and similar Production Class Applications for ICM customers
on the CD media.
The DSAs are provided as tools for IPCC customers to accelerate development efforts. The DSAs
demonstrate several basic working applications that use varying implementations of the CTI OS Client
Interface Library API. The samples are organized by programming language and demonstrate the syntax