Cisco Cisco Administrative Workstation Installation Guide

Call events are provided throughout all stages of the call flow, from the 
moment a call arrives at an answering location (ACD, PBX, IVR, web server) 
until the caller hangs up.

Agent work state changes are reported as they occur.

CTI Object Server (CTI OS) is a high-performance, scalable, fault-tolerant 
server-based solution for deploying CTI applications. CTI OS serves as a single 
point of integration for third-party applications, including Customer Relationship 
Management (CRM) systems, data mining, and workflow solutions. 
Configuration and behavior information is managed at the server, simplifying 
customization, updates, and maintenance. Servers can be accessed and managed 
remotely. Thin-client and browser-based applications that do not require Cisco 
software on the desktop can be developed and deployed with CTI OS. 

CTI OS incorporates the following major components:

CTI OS Toolkit

Client Interface Library

CTI OS Agent Phone

CTI OS Supervisor Phone

CTI OS, a client of CTI Server, has a single all-events connection to Cisco CTI 
Server. In turn, CTI OS accepts client connections using session, agent, and call 
interfaces. These interfaces are implemented in COM, Java, C++, and C, allowing 
for a wide range of application development uses. The interfaces are used for call 
control, to access data values, and to receive event notifications.

This option allows for running a Cisco interface to Interactive Voice Response 
(IVR) systems. The IVR interface software runs on a PG platform. It allows the 
ICM software to route calls to targets on IVRs and collect data from IVRs for use 
in call routing, real-time monitoring, and historical reporting.

The IVR interface can also provide queuing at a network-based or premises-based 
IVR. With this feature, calls can be directed to an IVR queue when no other 
appropriate answering resource is available.