Cisco Cisco Computer Telephony Integration Option 8.5 Developer's Guide
1-5
CTI OS Developer’s Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 8.01)
Chapter 1 Introduction
Overview of CTI OS
Figure 1-3
CTI OS Three-Tiered Architecture Topology
The CTI OS application architecture employs three tiers:
•
The CIL is the first tier, providing an application-level interface to 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.
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.
telephony requests.
Advantages of CTI OS as a CTI Development Interface
CTI OS brings several major advances to developing custom CTI integration solutions. The CIL provides
an object-oriented, and event driven application programming interface (API), while the CTI OS server
does all the ‘heavy-lifting’ of the CTI integration: updating call context information, determining which
buttons to enable on softphones, providing easy access to supervisor features, and automatically
recovering from failover scenarios.
an object-oriented, and event driven application programming interface (API), while the CTI OS server
does all the ‘heavy-lifting’ of the CTI integration: updating call context information, determining which
buttons to enable on softphones, providing easy access to supervisor features, and automatically
recovering from failover scenarios.
•
Rapid integration. Developing CTI applications with CTI OS is significantly easier and faster than
any previously available Cisco CTI integration platform. The same object oriented interface is used
across programming languages, enabling rapid integrations in .NET, and C++, Visual Basic, or any
Microsoft COM compliant container environment. CTI OS enables developers to create a screen pop
application in as little as five minutes. The only custom-development effort required is within the
homegrown application to which CTI is being added.
any previously available Cisco CTI integration platform. The same object oriented interface is used
across programming languages, enabling rapid integrations in .NET, and C++, Visual Basic, or any
Microsoft COM compliant container environment. CTI OS enables developers to create a screen pop
application in as little as five minutes. The only custom-development effort required is within the
homegrown application to which CTI is being added.
•
Complex solutions made simple. CTI OS enables complex server-to-server integrations and
multiple agent monitoring-type applications. The CIL provides a single object-oriented interface
that can be used in two modes: agent mode and monitor mode. See
multiple agent monitoring-type applications. The CIL provides a single object-oriented interface
that can be used in two modes: agent mode and monitor mode. See
for an explanation of these two modes.
•
Fault tolerant. CTI OS is built upon the Unified ICM NodeManager fault-tolerance platform, which
automatically detects process failure and restarts the process, enabling work to continue. Upon
recovery from a failure, CTI OS initiates a complete, system-wide snapshot of all agents, calls, and
supervisors and propagates updates to all client-side objects.
automatically detects process failure and restarts the process, enabling work to continue. Upon
recovery from a failure, CTI OS initiates a complete, system-wide snapshot of all agents, calls, and
supervisors and propagates updates to all client-side objects.
82970
PBX/ACD
Cisco CTI OS Server
Site Telephone
Network
Ethernet
Cisco Peripheral Gateway
Cisco CTI Server
Cisco CTI Server