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 Release 7.1(1)
Chapter 1 Introduction
Leveraging CTI Application Event Flow
Third-Party Call Control
The most advanced CTI integration projects seek a total integration of the
customer service platform with the communications media. In third-party call
control applications, the actual control over the teleset or other media is initiated
via the software application, and coordinated with application screens or views.
customer service platform with the communications media. In third-party call
control applications, the actual control over the teleset or other media is initiated
via the software application, and coordinated with application screens or views.
For example, a financial services application might perform the transfer of a
phone call to a speed-dial number designated by the application itself. In this kind
of scenario, the agent could click one button to determine the appropriate
destination for the transfer, save the application’s customer context, and transfer
the call to the other agent.
phone call to a speed-dial number designated by the application itself. In this kind
of scenario, the agent could click one button to determine the appropriate
destination for the transfer, save the application’s customer context, and transfer
the call to the other agent.
Leveraging CTI Application Event Flow
The first step to developing a CTI-enabled application is to understand the events
and requests that are at play within the CTI environment. Asynchronous events
are messages sent to applications that indicate an event to which the application
can respond (for example, CallBeginEvent). Requests are the mechanism that the
application uses to request that a desired behavior happen (for example,
TransferCall).
and requests that are at play within the CTI environment. Asynchronous events
are messages sent to applications that indicate an event to which the application
can respond (for example, CallBeginEvent). Requests are the mechanism that the
application uses to request that a desired behavior happen (for example,
TransferCall).
Asynchronous Events
The CTI environment is one of diverse servers and applications communicating
over a network. This naturally leads to asynchronous, or unsolicited events –
events that arrive based on some stimulus external to the user’s application. The
main source of events in the CTI environment is the communications media.
over a network. This naturally leads to asynchronous, or unsolicited events –
events that arrive based on some stimulus external to the user’s application. The
main source of events in the CTI environment is the communications media.
depicts the stages of a typical inbound telephone call and its associated
events: