Cisco Cisco Computer Telephony Integration Option 9.0
3-5
CTI Product Description Guide for Cisco Contact Center Enterprise
CTI OS Release 8.5(1)
Chapter 3 Cisco CTI Object Server (CTI OS) Software
Using the Samples
•
Passes data to the Siebel application for screen pop and Siebel VB, including ANI, DNIS, caller
entered digits, call type, call placement, call variables, including expanded call context (ECC)
variables.
entered digits, call type, call placement, call variables, including expanded call context (ECC)
variables.
•
Enables Siebel developers to use Cisco commands and events to develop and enhance their
applications.
applications.
•
Provides integration with Cisco’s Data Store.
•
Provides agent and skill group statistics from a CTI OS Server with a broadcast display in Siebel.
•
Provides support for the Outbound Option.
Test Environment
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 an
Avaya PBX/ACD or Unified CCE environment. Documentation on how to configure and use the
simulator can be found in the directory called CTI Server Simulator under the CTIOS Tools install
directory.
be used for application development and demo purposes. It has the capability to roughly simulate an
Avaya PBX/ACD or Unified CCE environment. Documentation on how to configure and use the
simulator can be found in the directory called CTI Server Simulator under the CTIOS Tools install
directory.
Note
This simulator is only appropriate 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.
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.
Using the Samples
The CTI OS Software Development Toolkit (SDK) is distributed with a rich set of sample applications
on the CD media. These samples demonstrate several working applications that use the CTI OS Client
Interface Library API. The samples are organized by programming language and demonstrate the syntax
and usage of the API, as well as “real-world” uses of the CIL API to build applications.
on the CD media. These samples demonstrate several working applications that use the CTI OS Client
Interface Library API. The samples are organized by programming language and demonstrate the syntax
and usage of the API, as well as “real-world” uses of the CIL API to build applications.
For many developers, these samples will form the foundation of your custom application. The samples
are available for you to customize and distribute as part of your finished product.
are available for you to customize and distribute as part of your finished product.
Note
The CTI Toolkit Combo Desktop (.NET) sample is a fully functional desktop illustrating basic agent
functionality as well as supervisor and outbound. That sample when used in conjunction with the
Developer's Guide provides the most comprehensive and recommended implementation of a custom CTI
application and it can be used as a best practices implementation for any language.
functionality as well as supervisor and outbound. That sample when used in conjunction with the
Developer's Guide provides the most comprehensive and recommended implementation of a custom CTI
application and it can be used as a best practices implementation for any language.
Refer to the CTI OS Developer's Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted and
the CTI OS Software Development Toolkit for more details.
the CTI OS Software Development Toolkit for more details.