Cisco Cisco Computer Telephony Integration OS 8.5
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CTI Product Description Guide for Cisco Contact Center Enterprise
CTI OS Release 8.5(1)
Chapter 3 Cisco CTI Object Server (CTI OS) Software
Overview of CTI OS
A CTI OS based desktop application that implements the CTI OS Silent Monitor feature must be
installed on the agent desktop and supervisor desktop PCs.
installed on the agent desktop and supervisor desktop PCs.
See the CTI OS System Manager's Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
for instructions on how to install and configure Silent Monitor, and the CTI OS Supervisor Desktop User
Guide for Cisco Unified Contact Center Enterprise & Hosted for details on how to run Silent Monitor.
for instructions on how to install and configure Silent Monitor, and the CTI OS Supervisor Desktop User
Guide for Cisco Unified Contact Center Enterprise & Hosted for details on how to run Silent Monitor.
CTI OS Server-Client Security
CTI OS provides for security of data that is transmitted between the CTI OS Server and CTI OS Client
using theTransport Layer Security (TLS). This TLS protocol provides encryption and certification at the
transport layer (TCP), so that data can flow through a secure channel without requiring significant
changes to both CTI OS Client and CTI OS Server.
using theTransport Layer Security (TLS). This TLS protocol provides encryption and certification at the
transport layer (TCP), so that data can flow through a secure channel without requiring significant
changes to both CTI OS Client and CTI OS Server.
Note
JavaCIL and .NET CIL do not support Server-Client Security
Multi-Tenancy/Multi-Instance CTI OS
The CTI OS Server supports multiple instances of itself running on the same physical server. Each
instance listens and accepts new client connections on a unique TCP/IP port. This feature enables service
providers to deploy the Unified CCE offering without the need for dedicated CTI OS servers for each of
their customers.
instance listens and accepts new client connections on a unique TCP/IP port. This feature enables service
providers to deploy the Unified CCE offering without the need for dedicated CTI OS servers for each of
their customers.
Note
The support to multiple instances of the CTI OS Servers running on a single physical server is limited
to Unified CCE only. This feature does not support any TDM ACDs or Siebel.
to Unified CCE only. This feature does not support any TDM ACDs or Siebel.
Quality of Service (QoS)
The CTI OS Client and Server installation programs have been enhanced to provide for the Quality of
Service (QoS). It is possible to enable or disable the QoS feature depending on your requirements.
Service (QoS). It is possible to enable or disable the QoS feature depending on your requirements.
Note
Siebel Driver will not support QoS. Likewise, the JavaCIL and .NET CIL do not support QoS.
Cisco CTI Driver for Siebel 7
The Cisco CTI Driver for Siebel 7 interfaces the Siebel Enterprise Relationship Management application
with Cisco’s CTI products. The Cisco CTI Driver for Siebel 7:
with Cisco’s CTI products. The Cisco CTI Driver for Siebel 7:
•
Provides seamless integration between Cisco and Siebel products.
•
Supports Siebel toolbar, commands, and Siebel VB, escript. Agents can place, receive, conference,
and transfer calls, including full context call transfer.
and transfer calls, including full context call transfer.
•
Supports Siebel 7 releases which use the Siebel Communications server, including the Siebel Web
client and mobile Web client.
client and mobile Web client.