Cisco Cisco Computer Telephony Integration Option 9.0 Developer's Guide
1-3
CTI OS Developer’s Guide for Cisco Unified Contact Center Enterprise
Release 8.5(3)
Chapter 1 Introduction
Leveraging CTI Application Event Flow
Figure 1-1
Typical Inbound Call Events Flow
The following events are generated, based on the state of the call:
•
OnCallBegin: Indicates that the call has entered the setup phase.
•
OnCallDelivered: Generated when the call starts ringing.
•
OnCallEstablished: Generated when the call is answered.
•
OnCallCleared: Generated when the voice connection is terminated (e.g. call hung up).
•
OnCallEnd: 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 that CTI
applications use:
•
OnCallHeld: Generated when the call transitions from the active to held state.
•
OnCallRetrieved: Generated when the call is removed from hold.
•
OnCallTransferred: Indicates that the call has been transferred to another party.
•
OnCallConferenced: 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 responding 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.
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
:
CALL
BEGIN
CALL
DELIVERED
DELIVERED
CALL
ESTABLISHED
(answered)
ESTABLISHED
(answered)
CALL
CLEARED
CLEARED
CALL E
TALKING
WRAP UP
RINGING
CALL SETUP