Cisco Cisco Computer Telephony Integration Option 9.0 Developer's Guide
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CTI OS Developer’s Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 8.01)
Chapter 2 CTI OS Client Interface Library Architecture
CIL Object Model
The Session object provides object management (creation, collection management, and deletion), and is
the publisher for all CIL events. In addition, the Session object provides automatic fault tolerance and
failover recovery.
the publisher for all CIL events. In addition, the Session object provides automatic fault tolerance and
failover recovery.
Session Modes
A Session object can be set to work in one of two modes: Agent Mode or Monitor Mode. The Session
object maintains the state of the Session mode, and recovers the session mode during failover. The client
application must set the session mode after it connects to the CTI OS Server; the Session mode remains
active until the connection to the CTI OS Server is closed.
object maintains the state of the Session mode, and recovers the session mode during failover. The client
application must set the session mode after it connects to the CTI OS Server; the Session mode remains
active until the connection to the CTI OS Server is closed.
Agent Mode
A client connects to CTI OS Server in Agent Mode when it wants to receive events for a specific agent
or supervisor. Once agent mode has been set, the CIL receives the events for the specified agent, as well
as all call events for that agent’s calls. If the agent is also configured as a Supervisor in Unified ICM,
the CIL receives events for all agents in the Supervisor’s team.
or supervisor. Once agent mode has been set, the CIL receives the events for the specified agent, as well
as all call events for that agent’s calls. If the agent is also configured as a Supervisor in Unified ICM,
the CIL receives events for all agents in the Supervisor’s team.
Monitor Mode
A client connects to the CTI OS Server in Monitor Mode when it wants to receive a
programmer-specified set of events, such as all agent state events. For details of setting up a monitor
mode connection, refer to the section in
programmer-specified set of events, such as all agent state events. For details of setting up a monitor
mode connection, refer to the section in
For the complete interface specification of the Session object, see
Agent Object
The Agent object provides an interface to Agent functionality, including changing agent states and
making calls. The agent object also provides access to many properties, including agent statistics.
Depending on the Session Mode, a CIL application can have zero to many agent objects.
making calls. The agent object also provides access to many properties, including agent statistics.
Depending on the Session Mode, a CIL application can have zero to many agent objects.
For the complete interface specification of the Agent object, see
Call Object
The Call object provides an interface to Call functionality, including call control and accessing call data
properties. Depending on the Session Mode, a CIL application can have any number of call objects.
properties. Depending on the Session Mode, a CIL application can have any number of call objects.
For the complete interface specification of the Call object, see
SkillGroup Object
The SkillGroup object provides an interface to SkillGroup properties, specifically skill group statistics.
Depending on the Session Mode, a CIL application can have zero to many SkillGroup objects.
Depending on the Session Mode, a CIL application can have zero to many SkillGroup objects.
For the complete interface specification of the SkillGroup object, see