Cisco Cisco IP Contact Center Release 4.6.1 Leaflet

Cisco Toolkit also provides the capabilities to develop a custom supervisor desktop. Supervisory 
functions enable a supervisor to monitor and control agent state, monitor some call center statistics, 
monitor agents silently, barge in on agents, intercept calls, and initiate agent call recording. Note that 
supervisors using a supervisor desktop based on CTI Toolkit cannot perform these functions for agents 
using Cisco Agent Desktop.

The section on 

, provides some more details on the components 

and interfaces in CTI Toolkit.

Cisco offers pre-built, certified CRM Connectors for a number of major CRM packages including SAP, 
Siebel (using CTI OS driver), Salesforce.com, Microsoft Dynamics CRM, and Peoplesoft. These 
integrated solutions enable call control from the CRM user interface (Answer, Drop, Hold, Un-Hold, 
Blind or Warm Transfers, and Conferences), outbound and consultative calls from the CRM desktop, and 
delivery and manipulation of Call Context Data (CTI screen pop).

Agents using a third-party CRM user interface connected through a CRM Connector can be supervised 
using a CTI Toolkit-based supervisor desktop.

For more information about desktop selection and design considerations, see 

.

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. This is part of the 
CTI Toolkit described above.

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. CTI OS Server connects to CTI Server for its event and request handling. CTI 
Server also provides an open published protocol for CTI integration that is sometimes useful for 
server-to-server integrations. This is part of the CTI Toolkit as well.

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.