Cisco Cisco Computer Telephony Integration Option 8.5 Developer's Guide
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CTI OS Developer’s Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 8.01)
Chapter 1 Introduction
Leveraging CTI Application Event Flow
For example, a screen pop application for a cellular telephone company might be triggered based on the
arrival of a phone call. It uses the customer ANI (automated number identification, or calling line ID) to
do a database look up to retrieve the customer’s account information and displays this customer record
for the agent. By the time the agent can say “Thank you for calling ABC Telephony Company,” the
account record is on his screen and he is ready to service the customer’s request.
arrival of a phone call. It uses the customer ANI (automated number identification, or calling line ID) to
do a database look up to retrieve the customer’s account information and displays this customer record
for the agent. By the time the agent can say “Thank you for calling ABC Telephony Company,” the
account record is on his screen and he is ready to service the customer’s request.
Agent State Control
Similar to a screen pop, CTI application control of agent state is a way to improve the agent’s workflow
by integrating the service delivery platform with the communications media. A CTI application enabled
for agent state can set the agent’s current work state according to the type of work being performed.
by integrating the service delivery platform with the communications media. A CTI application enabled
for agent state can set the agent’s current work state according to the type of work being performed.
For example, a sales application might automatically send an agent to a wrap-up or after-call work state
when the customer contact terminates. The agent could then enter wrap up data about that transaction or
customer inquiry and (subject to a timer) have his state changed automatically back to available when
the wrap up work has been completed.
when the customer contact terminates. The agent could then enter wrap up data about that transaction or
customer inquiry and (subject to a timer) have his state changed automatically back to available when
the wrap up work has been completed.
Third-Party Call Control
The most advanced CTI integration projects seek a total integration of the customer service platform
with the communications media. In third-party call control applications, the actual control over the
teleset or other media is initiated via the software application, and coordinated with application screens
or views.
with the communications media. In third-party call control applications, the actual control over the
teleset or other media is initiated via the software application, and coordinated with application screens
or views.
For example, a financial services application might perform the transfer of a phone call to a speed-dial
number designated by the application itself. In this scenario, the agent could click a button to determine
the appropriate destination for the transfer, save the application’s customer context, and transfer the call
to the other agent.
number designated by the application itself. In this scenario, the agent could click a button to determine
the appropriate destination for the transfer, save the application’s customer context, and transfer the call
to the other agent.
Leveraging CTI Application Event Flow
The first step to developing a CTI-enabled application is to understand the events and requests that are
at play within the CTI environment. Asynchronous events are messages sent to applications that indicate
an event to which the application can respond (for example, CallBeginEvent). Requests are the
mechanism that the application uses to request that a desired behavior happen (for example,
TransferCall).
at play within the CTI environment. Asynchronous events are messages sent to applications that indicate
an event to which the application can respond (for example, CallBeginEvent). Requests are the
mechanism that the application uses to request that a desired behavior happen (for example,
TransferCall).
Asynchronous Events
The CTI environment is one of diverse servers and applications communicating over a network. This
naturally leads to asynchronous, or unsolicited events – events that arrive based on some stimulus
external to the user’s application. The main source of events in the CTI environment is the
communications media.
naturally leads to asynchronous, or unsolicited events – events that arrive based on some stimulus
external to the user’s application. The main source of events in the CTI environment is the
communications media.
depicts the stages of a typical inbound telephone call and its associated events: