Cisco Cisco IPCC Web Option Design Guide

The Computer Telephony Integration Object Server (CTI OS) is Cisco's next-generation customer 
contact integration platform. CTI OS combines a powerful, feature-rich server and an object-oriented 
software development toolkit to enable rapid development and deployment of complex CTI applications. 
Together with the Cisco CTI Server Interface, CTI OS Server and CTI OS Client Interface Library (CIL) 
create a high-performance, scalable, fault-tolerant CTI architecture.

The CTI OS application architecture consists of three tiers:

The CIL is the first tier, providing an application-level interface for developers.

The CTI OS Server is the second tier, providing the bulk of the event and request processing and 
enabling the object services of the CTI OS system.

The Cisco CTI Server is the third tier, providing the event source and the back-end handling of 
telephony requests.

Fault-tolerance is provided through a pair of servers that operate together and back up each other. There 
is no notion of an active and passive server, or of a primary and secondary server. Both servers are always 
active. Clients may connect to either server. In the event of the failure of any one server, clients can 
automatically reconnect to the alternate server.

CTI OS connects customer contact servers such as CTI Server with client applications. (See 

The connection to a contact server is established through a CTI Server Driver library. This library 
receives state change events on agents, and calls. Those events are sent to the Service Broker, which 
determines what objects to update. These objects generate update events to the Event Notification 
Engine, which then notifies all subscribing clients.

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Service Broker

Call Object

Agent Object

CTI Server Driver Lib

CTI Server

CTI OS Client

Request Service

 

Event Notification

Engine

Client Connection

Object Map

Service