Cisco Cisco Computer Telephony Integration OS 8.5 Developer's Guide
4-4
CTI OS Developer’s Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 7.5(1)
Chapter 4 Building Your Application
Integrating your Application with CTI OS via the CIL
3.
From the list select the CTI OS RCW that corresponds to the CTIOS ActiveX Control you want to
add to the toolbox. For example, for the Agent State Control select the “AxAgentStateCtl”
add to the toolbox. For example, for the Agent State Control select the “AxAgentStateCtl”
4.
To add more CTIOS ActiveX controls repeat steps 1 to 3.
Integrating your Application with CTI OS via the CIL
Creating an integration between your application and CTI OS via the CIL is fairly straightforward. The
first step is to articulate the desired behavior, and to create a complete design specification for the
integration.
first step is to articulate the desired behavior, and to create a complete design specification for the
integration.
Planning and Designing Your Integration
Good design depends upon understanding how CTI will fit into your application and work flow. Your
requirements analysis and design process should address the following points, as they relate to your
specific application:
requirements analysis and design process should address the following points, as they relate to your
specific application:
•
Start with the call flow. What kind of call processing is done before calls are targeted for a specific
skill? Determine how CTI data can be collected from the caller before the call arrives at an agent.
skill? Determine how CTI data can be collected from the caller before the call arrives at an agent.
•
Study the agent’s workflow. What are the points where CTI will be able to make the workflow
easier and faster? Build a business case for the CTI integration.
easier and faster? Build a business case for the CTI integration.
•
Evaluate what will CTI do for your application. A good approach is to make a list in order of
priority (e.g. screen pop, then call control) and then design and implement features in that order.
priority (e.g. screen pop, then call control) and then design and implement features in that order.
•
Design how CTI should work within your application. What are the interaction points? Get
specific as to which screen will do the interacting, and which data values should be sent between
your application and the CTI OS platform.
specific as to which screen will do the interacting, and which data values should be sent between
your application and the CTI OS platform.
•
Determine when the application should connect to the CTI OS Server. Some applications will
be server-type integrations that will connect at startup, specify a monitor-mode event filter, and stay
connected permanently. Agent-mode applications will connect up when a specific agent begins his
or her work shift.
be server-type integrations that will connect at startup, specify a monitor-mode event filter, and stay
connected permanently. Agent-mode applications will connect up when a specific agent begins his
or her work shift.
•
Clean up when you’re done. When and how does the application stop? Some applications will stay
up and running permanently, while others will have a defined runtime, such as the agent’s workday
or shift. For server-type applications without a specified stopping point, create an object lifetime
model and procedure for recovering no-longer-used resources. For applications with a specific
stopping point, determine what kind of clean up needs to be done when the application closes (e.g.
disconnect from server, release resources).
up and running permanently, while others will have a defined runtime, such as the agent’s workday
or shift. For server-type applications without a specified stopping point, create an object lifetime
model and procedure for recovering no-longer-used resources. For applications with a specific
stopping point, determine what kind of clean up needs to be done when the application closes (e.g.
disconnect from server, release resources).
What Language and Interface to Use
The CTI OS Client Interface Library API comes in programming languages, each with benefits and
costs. The choice of interface is important to direct you through this developer’s guide, since this guide
addresses the CIL API for the C++ and COM programming environments.
costs. The choice of interface is important to direct you through this developer’s guide, since this guide
addresses the CIL API for the C++ and COM programming environments.
The main decision point in choosing which API to use will depend on your workstation operating
system, your existing applications, and the language skills of your developers.
system, your existing applications, and the language skills of your developers.
•
ActiveX Controls. The CTI OS ActiveX controls are the appropriate choice for creating a rapid
“drag-and-drop” integration of CTI and third-party call control with an existing desktop application.
The CTI OS ActiveX controls are appropriate choice for developing a CTI integration with any fully
“drag-and-drop” integration of CTI and third-party call control with an existing desktop application.
The CTI OS ActiveX controls are appropriate choice for developing a CTI integration with any fully