Cisco Cisco Computer Telephony Integration Option 9.0 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 1 Introduction
Leveraging CTI Application Event Flow
•
OnCallDelivered event is generated when the call starts ringing.
•
OnCallEstablished event is generated when the call is answered.
•
OnCallCleared event is generated when the voice connection is terminated (e.g. call hung up).
•
OnCallEnd event is generated when the logical call appearance (including call data) is complete.
In addition to the events and states shown in
, the following are typical call events used for
CTI applications:
•
OnCallHeld event is generated when the call transitions from the active to held state.
•
OnCallRetrieved event is generated when the call is removed from hold.
•
OnCallTransferred event indicates that the call has been transferred to another party.
•
OnCallConferenced event indicates that a new party has been added to the call.
The foregoing is only a brief sample of the events available via CTI OS. The complete set of events
available for CTI developers is detailed in later chapters in this guide.
available for CTI developers is detailed in later chapters in this guide.
Request-Response Paradigm
In addition to being able to respond to asynchronous events, a CTI enabled application can make
programmatic requests for services via the CTI interface. Specifically, the CTI application uses the
request-response mechanism to perform agent state and third-party call control, and to set call context
data.
programmatic requests for services via the CTI interface. Specifically, the CTI application uses the
request-response mechanism to perform agent state and third-party call control, and to set call context
data.
The typical request-response flow for CTI uses the model shown in
:
Figure 1-2
Sample Request-Response Message Flow.
CLIENT
SERVER
REQUEST
CONF
EVENT
A request generated by the CTI-enabled application (CLIENT) is sent to the CTI service (SERVER), and
a response message (CONF) is generated to indicate that the request has been received. In most cases if
the request is successful, a follow-on event will be received indicating that the desired behavior has
occurred. Detailed descriptions of this kind of request-response-event message flow are detailed in later
chapters in this guide.
a response message (CONF) is generated to indicate that the request has been received. In most cases if
the request is successful, a follow-on event will be received indicating that the desired behavior has
occurred. Detailed descriptions of this kind of request-response-event message flow are detailed in later
chapters in this guide.