Cisco Cisco Computer Telephony Integration OS 8.5 Developer's Guide
2-3
CTI OS Developer’s Guide for Cisco Unified Contact Center Enterprise
Release 8.5(3)
Chapter 2 CTI OS Client Interface Library Architecture
CIL Object Model
transmission and deserializes the messages back to key-value pairs on the receiving side. This generic
serialization mechanism ensures forward-compatibility, since future enhancements to the message set do
not require any changes at the Connection or Service layers.
serialization mechanism ensures forward-compatibility, since future enhancements to the message set do
not require any changes at the Connection or Service layers.
A secondary purpose of the Service layer is to isolate the client from the network, so that network issues
do not block the client and vice versa. This is done via a multi-threading model which allows
user-program execution to continue without having to ‘block’ on network message sending or receiving.
This prevents client applications from getting ‘stuck’ when a message is not immediately dispatched
across the network, and allows messages to be received from the network even if the client application
is temporarily blocked.
do not block the client and vice versa. This is done via a multi-threading model which allows
user-program execution to continue without having to ‘block’ on network message sending or receiving.
This prevents client applications from getting ‘stuck’ when a message is not immediately dispatched
across the network, and allows messages to be received from the network even if the client application
is temporarily blocked.
Object Interface Layer
The CTI Object Interface layer is the topmost layer on the CIL architecture. It consists a group of objects
(classes) that enable application developers to write robust applications for CTI in a short time. The
framework can be extended to accommodate special requirements by subclassing one or more of the CTI
OS object classes.
(classes) that enable application developers to write robust applications for CTI in a short time. The
framework can be extended to accommodate special requirements by subclassing one or more of the CTI
OS object classes.
Custom Application
The custom application is the business application that is developed to integrate with the CTI OS Client
Interface Library. The custom application uses the CIL in the two following ways:
Interface Library. The custom application uses the CIL in the two following ways:
•
The CIL provides the object-based interface for interacting with CTI OS, to send requests for agent
and call control.
and call control.
•
The CIL provides an events subscription service, which the custom application takes advantage of
to receive events from CTI OS.
to receive events from CTI OS.
For example, a custom application can use the Agent object to send a MakeCallRequest, and then receive
a OnCallBeginEvent (and others) from the CIL’s events interfaces.
a OnCallBeginEvent (and others) from the CIL’s events interfaces.
CIL Object Model
The Client Interface Library’s Object Interface layer provides a set of objects that create abstractions for
all of the call center interactions supported. Client programs interact with the CIL objects by making
requests from the objects, and querying the objects to retrieve properties.
all of the call center interactions supported. Client programs interact with the CIL objects by making
requests from the objects, and querying the objects to retrieve properties.
illustrates the CIL
Object Model Object Interfaces.