Cisco Cisco Computer Telephony Integration Option 9.0 Developer's Guide
1-2
Cisco ICM Software CTI OS Developer’s Guide Release 6.0(0)
Chapter 1 Introduction
What is a CTI-Enabled Application?
What is a CTI-Enabled Application?
A CTI-enabled application is one in which the software used by the agent to
service a customer request is driven by information generated by the presentation
of the customer contact.
service a customer request is driven by information generated by the presentation
of the customer contact.
Screen Pop
The most common CTI application is a screen pop. In a screen pop, the customer
service platform is provided with customer information at the arrival of a phone
call and begins processing the customer’s transaction at the same time as the
communication begins between the customer and the agent. This transfer of
customer information is called the call context information: a rich set of
customer-specific data that travels with the call throughout the enterprise.
service platform is provided with customer information at the arrival of a phone
call and begins processing the customer’s transaction at the same time as the
communication begins between the customer and the agent. This transfer of
customer information is called the call context information: a rich set of
customer-specific data that travels with the call throughout the enterprise.
For example, a screen pop application for a cellular telephone company might be
triggered based on the arrival of a phone call. It uses the customer ANI (automated
number identification, or calling line ID) to do a database look up to retrieve the
customer’s account information and displays this customer record for the agent.
By the time the agent can say “Thank you for calling ABC Telephony Company,”
the account record is on his screen and he is ready to service the customer’s
request.
triggered based on the arrival of a phone call. It uses the customer ANI (automated
number identification, or calling line ID) to do a database look up to retrieve the
customer’s account information and displays this customer record for the agent.
By the time the agent can say “Thank you for calling ABC Telephony Company,”
the account record is on his screen and he is ready to service the customer’s
request.
Agent State Control
Similar to a screen pop, CTI application control of agent state is a way to improve
the agent’s workflow by integrating the service delivery platform with the
communications media. A CTI application enabled for agent state can set the
agent’s current work state according to the type of work being performed.
the agent’s workflow by integrating the service delivery platform with the
communications media. A CTI application enabled for agent state can set the
agent’s current work state according to the type of work being performed.
For example, a sales application might automatically send an agent to a wrap-up
or after-call work state when the customer contact terminates. The agent could
then enter wrap up data about that transaction or customer inquiry and (subject to
a timer) have his state changed automatically back to available when the wrap up
work has been completed.
or after-call work state when the customer contact terminates. The agent could
then enter wrap up data about that transaction or customer inquiry and (subject to
a timer) have his state changed automatically back to available when the wrap up
work has been completed.