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
Overview of CTI OS
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Rapid integration. Developing CTI applications with CTI OS is
significantly easier and faster than any previously available Cisco CTI
integration platform. The same object oriented interface is used across
programming languages, enabling rapid integrations in .NET, and C++,
Visual Basic, or any Microsoft COM compliant container environment. CTI
OS enables developers to create a screen pop application in as little as five
minutes. The only custom-development effort required is within the
homegrown application to which CTI is being added.
significantly easier and faster than any previously available Cisco CTI
integration platform. The same object oriented interface is used across
programming languages, enabling rapid integrations in .NET, and C++,
Visual Basic, or any Microsoft COM compliant container environment. CTI
OS enables developers to create a screen pop application in as little as five
minutes. The only custom-development effort required is within the
homegrown application to which CTI is being added.
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Complex solutions made simple. CTI OS enables complex server-to-server
integrations and multiple agent monitoring-type applications. The CIL
provides a single object-oriented interface that can be used in two modes:
agent mode and monitor mode. See
integrations and multiple agent monitoring-type applications. The CIL
provides a single object-oriented interface that can be used in two modes:
agent mode and monitor mode. See
for an explanation of these two modes.
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Fault tolerant. CTI OS is built upon the ICM NodeManager fault-tolerance
platform, whichautomatically detects process failure and restarts the process,
enabling work to continue. Upon recovery from a failure, CTI OS initiates a
complete, system-wide snapshot of all agents, calls, and supervisors and
propagates updates to all client-side objects.
platform, whichautomatically detects process failure and restarts the process,
enabling work to continue. Upon recovery from a failure, CTI OS initiates a
complete, system-wide snapshot of all agents, calls, and supervisors and
propagates updates to all client-side objects.
Key Benefits of CTI OS for CTI Application Developers
The CTI OS Client Interface Library (CIL) provides programmers with the tools
required to rapidly develop high-quality CTI –enabled applications, taking
advantage of the rich features of the CTI OS server. Every feature of CTI OS was
designed with ease of integration in mind, to remove the traditional barriers to
entry for CTI integrations.
required to rapidly develop high-quality CTI –enabled applications, taking
advantage of the rich features of the CTI OS server. Every feature of CTI OS was
designed with ease of integration in mind, to remove the traditional barriers to
entry for CTI integrations.
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Object-oriented interactions. CTI OS provides an object-oriented CTI
interface by defining objects for all call center interactions. Programmers
interface directly with Session, Agent, SkillGroup, and Call objects to
perform all functions. CIL objects are thin proxies for the server-side objects,
where all the ‘heavy-lifting’ is done. The Session object manages all objects
within the CIL. A UniqueObjectID identifies each object. Programmers can
access an object by its UniqueObjectID or by iterating through the object
collections.
interface by defining objects for all call center interactions. Programmers
interface directly with Session, Agent, SkillGroup, and Call objects to
perform all functions. CIL objects are thin proxies for the server-side objects,
where all the ‘heavy-lifting’ is done. The Session object manages all objects
within the CIL. A UniqueObjectID identifies each object. Programmers can
access an object by its UniqueObjectID or by iterating through the object
collections.
•
Connection and session management. The CTI OS CIL provides
out-of-the-box connection and session management with the CTI OS Server,
hiding all of the details of the TCP/IP sockets connection. The CIL also
out-of-the-box connection and session management with the CTI OS Server,
hiding all of the details of the TCP/IP sockets connection. The CIL also