Cisco Cisco Computer Telephony Integration Option 8.5 Developer's Guide

Unit Testing. In a unit test, you ensure that the new code units can execute properly. Each 
component will operate correctly based on the input, and produce the correct output. An example of 
a unit test would be to ‘stub-in’ or hardcode the expected screen-pop data, and ensure that all of the 
screens come up properly based on this data.

Integration Testing. In an integration test, you ensure that the new components work together 
properly. The physical connections and data passing between the layers and servers involved in the 
system are tested. An example of an integration test would be testing your client application with 
the CTI OS server, to ensure that data can be passed correctly through the components. 

System Testing. In a system test, you ensure that the correct application behavior is exhibited. An 
example of a system test would be to make a phone call to a VRU, collect the appropriate caller 
information, transfer the call to an agent, and ensure that the screen pop arrives correctly. 

User Acceptance Testing.  In a user acceptance test, you ensure that your application has met all 
business requirements set by your analysis and design process. An example of a user acceptance test 
would be to try your new application with real agents, and ensure that it satisfies their requirements. 

The CTI OS Software Development Toolkit (SDK) CD media includes a CTIServerSimulator that can 
be used for application development and demo purposes. It has the capability to roughly simulate a 
Lucent PBX/ACD or a Cisco Unified Contact Center (Unified CC) environment. Documentation on how 
to configure and use the simulator can be found on the CTI OS CD in the directory Tools\Simulator.

This simulator is appropriateonly for preliminary testing of client applications. Because it does not fully 
replicate the behavior of the actual switch environment, the simulator should not be used for any type of 
QA testing. To ensure proper design conformance and ensure the correctness of the application, the CTI 
application must be tested with the actual telephony environment in which it will run. This enables the 
event flow and third-party control components, which are driven by the switch- and 
implementation-specific call flow, to be properly and thoroughly tested. 

The CTI OS Software Development Toolkit (SDK) is distributed with a rich set of Developer Sample 
Applications (DSAs) for Cisco Unified Contact Center (Unified CC) customers and similar Production 
Class Applications for Unified ICM customers on the CD media. 

The DSAs are provided as tools for Unified CC customers to accelerate development efforts. The DSAs 
demonstrate several basic working applications that use varying implementations of the CTI OS Client 
Interface Library API. The samples are organized by programming language and demonstrate the syntax 
and usage of the API. For many developers, these DSAs will form the foundation of your custom 
application. The samples are available for you to customize and distribute as a part of your finished 
product.

For Unified ICM ACD types (such as Avaya, Nortel, Aspect, etc.), some DSAs can be deployed as 
Production Class Applications. Cisco certifies and supports the out-of-the-box CTI OS Agent Desktop 
application in a production environment when used in conjunction with a supported Unified ICM ACD. 
Refer to the ACD Supplement, 

 for the current list of supported ACD types.