Cisco Cisco Unified Contact Center Enterprise 8.5(1) Notas De La Versión
Chapter 4 Unified Contact Center Enterprise Desktop
Cisco Unified Contact Center Enterprise 8.x SRND
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• CTI Toolkit All-Agents Monitor—A Windows Admin application based on the C++ CIL,
providing call center agent status monitoring
• CTI Toolkit All-Calls Monitor—A Windows Admin application based on the C++ CIL, providing
call center call status monitoring
Note
The CTI Toolkit All-Agents and All-Calls Monitor applications can be used only if the number of
skill groups per agent is less than 20.
skill groups per agent is less than 20.
Note
The CTI OS Desktop Toolkit C++/COM CIL is the only APIs that support Agent Greeting
Enable/Disable and Agent Greeting Recording.
Enable/Disable and Agent Greeting Recording.
Figure 76 illustrates the architecture of the CTI OS Desktop Toolkit. For more information regarding the
CTI OS Desktop Toolkit, see the
CTI OS Desktop Toolkit, see the
Figure 76 CTI OS Desktop Toolkit Architecture
C++ CIL API
The CTI OS Desktop Toolkit C++ CIL provides a set of header files and static libraries for building C++
CTI applications using Microsoft Visual Studio .NET. The C++ CIL also supports a secure desktop
connection between the agent PC and the CTI Object Server on the PG.
CTI applications using Microsoft Visual Studio .NET. The C++ CIL also supports a secure desktop
connection between the agent PC and the CTI Object Server on the PG.
Java CIL API
The CTI OS Desktop Toolkit Java CIL provides a powerful cross-platform library for developing Java CTI
applications. It does not provide APIs for Agent Greeting Enable/Disable or Agent Greeting Recording.
applications. It does not provide APIs for Agent Greeting Enable/Disable or Agent Greeting Recording.