Cisco Cisco Computer Telephony Integration OS 8.5 Troubleshooting Guide
C-2
CTI OS Troubleshooting Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 7.5(1)
Appendix C CTI OS FAQs
In CTI Server terms, the CTI OS Server establishes an "All Events" or "Bridge" Mode connection to the
CTI Server (as opposed to a "Client" Mode connection). CtiosServerNode handles CTI Toolkit
connections (such as the connection to the Agent Desktop) over TCP/IP. CtiosServerNode is a
"nodemanaged" component (see ICM documentation) and can therefore be started and stopped via the
ICM Service Control Panel.
CTI Server (as opposed to a "Client" Mode connection). CtiosServerNode handles CTI Toolkit
connections (such as the connection to the Agent Desktop) over TCP/IP. CtiosServerNode is a
"nodemanaged" component (see ICM documentation) and can therefore be started and stopped via the
ICM Service Control Panel.
The main task of the CTI OS server is to do the heavy lifting of CTI messaging. It creates CTI objects
(agents, calls, skillgroups, …) and exposes these objects and selected event messages to CTI Toolkits. It
also abstracts all switch specific behavior for clients, exposing the same interfaces to CTI Toolkits for
all supported switches.
(agents, calls, skillgroups, …) and exposes these objects and selected event messages to CTI Toolkits. It
also abstracts all switch specific behavior for clients, exposing the same interfaces to CTI Toolkits for
all supported switches.
The CTI Toolkit Agent Desktop and CTI Toolkit IPCC Supervisor Desktop run on desktop computers
and provide a user interface to CTI OS for Agents and Supervisors. The user interface includes a
softphone for agentstate control, call control, handling of call context data and a chat interface. The
supervisor functionality for IPCC includes monitoring and controlling agent states of monitored agents
(logout, make ready), as well as barge-in and intercept functions.
and provide a user interface to CTI OS for Agents and Supervisors. The user interface includes a
softphone for agentstate control, call control, handling of call context data and a chat interface. The
supervisor functionality for IPCC includes monitoring and controlling agent states of monitored agents
(logout, make ready), as well as barge-in and intercept functions.
The CTI Toolkit Agent Desktop and CTI Toolkit IPCC Supervisor Desktop are built upon the Client
Interface Library (CIL). Developers can write custom applications using the published interfaces of CIL.
The CIL is available in C++, COM (called CTIOSClient), .NET and Java, and as Active-X controls.
Interface Library (CIL). Developers can write custom applications using the published interfaces of CIL.
The CIL is available in C++, COM (called CTIOSClient), .NET and Java, and as Active-X controls.
CTI OS supports a centralized configuration mechanism. Most parameters can be configured via the
system registry on CTI OS server machine. The configuration settings will be downloaded by the CTI
Toolkit application (for example, the Agent Desktop), when it connects to CTI OS server and requests
them.
system registry on CTI OS server machine. The configuration settings will be downloaded by the CTI
Toolkit application (for example, the Agent Desktop), when it connects to CTI OS server and requests
them.
CTI OS will typically be installed in a duplex mode, with two CTI OS servers running in parallel. CTI
OS desktop applications will randomly connect to either server and automatically fail over to the other
server if the connection to their original CTI OS server fails. CTI OS can also run in a simplex mode
with all clients connecting to one server (although the duplex mode is preferred because it supports fault
tolerance).
OS desktop applications will randomly connect to either server and automatically fail over to the other
server if the connection to their original CTI OS server fails. CTI OS can also run in a simplex mode
with all clients connecting to one server (although the duplex mode is preferred because it supports fault
tolerance).
Q.
Which switches are supported by CTI OS? What are PeripheralTypes?
A.
CTI OS provides a switch-independent user interface via its softphone application. To accomplish
this, some parts of the CTI OS Server must be specialized to support each switch (also referred to
as Peripherals or ACDs).
this, some parts of the CTI OS Server must be specialized to support each switch (also referred to
as Peripherals or ACDs).
To support a switch, the CTI OS system must be configured with the PeripheralID and PeripheralType
of each switch. PeripheralIDs are deployment-specific, and can be found in the ICM configuration.
of each switch. PeripheralIDs are deployment-specific, and can be found in the ICM configuration.