Cisco Cisco IPCC Web Option Design Guide

Secure Desktop Connection — Desktop security is provided between the agent desktop and the 
CTI OS server.

Silent Monitoring — A supervisor can initiate a silent monitor session with an agent within their 
team.

The CTI Desktop Toolkit provides the following user tools and applications:

C++ CIL API — A Windows software development kit for developing C++ CTI applications

Java CIL API — A cross-platform library for developing Java CTI applications

.NET CIL API — A Windows software development kit for developing custom .NET framework 
CTI applications

COM CIL API — A set of COM Dynamic Link Libraries (COM DLL) for building a Visual 
Basic 6.0 CTI application

ActiveX Controls — A set of Windows GUI controls for custom desktop development using 
Microsoft Visual Basic 6.0

CTI OS Runtime Callable Wrappers — A set of .NET assemblies that allows the use of COM CIL 
and ActiveX controls in native .NET applications

CTI Toolkit Agent Desktop — A Windows Visual Basic application built upon the COM CIL and 
Active-X controls, providing agent desktop functionality

CTI Toolkit Supervisor Desktop — A Windows Visual Basic application built upon the COM CIL 
and Active-X controls, providing supervisor desktop functionality

CTI Toolkit Outbound Desktop — A Windows Visual Basic application built upon the COM CIL 
and Active-X controls, supporting outbound call center campaigns in addition to standard agent 
desktop functionality

CTI Toolkit Combo Desktop — A Windows agent and supervisor application based on the .NET 
CIL, which combines support for agent, supervisor, and outbound functionality

CTI Toolkit All-Agents Monitor — A Windows Admin application based on the C++ CIL, providing 
call center agent status monitoring

CTI Toolkit All-Calls Monitor — A Windows Admin application based on the C++ CIL, providing 
call center call status monitoring

 illustrates the architecture of the CTI Desktop Toolkit. For more information regarding the 

CTI Desktop Toolkit, refer to the CTI OS Developer's Guide for Cisco ICM/IPCC Enterprise and Hosted 
Editions, available at