Cisco Cisco E-Mail Manager Unity Integration Option Guida Alla Progettazione
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Cisco Unified Contact Center Enterprise 7.0, 7.1, and 7.2 SRND
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Chapter 1 Architecture Overview
Unified CCE Components, Terminology, and Concepts
CTI Object Server (CTI OS)
The Computer Telephony Integration Object Server (CTI OS) is Cisco's next-generation customer
contact integration platform. CTI OS combines a powerful, feature-rich server and an object-oriented
software development toolkit to enable rapid development and deployment of complex CTI applications.
Together with the Cisco CTI Server Interface, CTI OS Server and CTI OS Client Interface Library (CIL)
create a high-performance, scalable, fault-tolerant CTI architecture.
contact integration platform. CTI OS combines a powerful, feature-rich server and an object-oriented
software development toolkit to enable rapid development and deployment of complex CTI applications.
Together with the Cisco CTI Server Interface, CTI OS Server and CTI OS Client Interface Library (CIL)
create a high-performance, scalable, fault-tolerant CTI architecture.
The CTI OS application architecture consists of three tiers:
•
The CIL is the first tier, providing an application-level interface for developers.
•
The CTI OS Server is the second tier, providing the bulk of the event and request processing and
enabling the object services of the CTI OS system.
enabling the object services of the CTI OS system.
•
The Cisco CTI Server is the third tier, providing the event source and the back-end handling of
telephony requests.
telephony requests.
Fault-tolerance is provided through a pair of servers that operate together and back up each other. There
is no notion of an active and passive server, or of a primary and secondary server. Both servers are always
active. Clients may connect to either server. In the event of the failure of any one server, clients can
automatically reconnect to the alternate server.
is no notion of an active and passive server, or of a primary and secondary server. Both servers are always
active. Clients may connect to either server. In the event of the failure of any one server, clients can
automatically reconnect to the alternate server.
CTI OS connects customer contact servers such as CTI Server with client applications. (See
The connection to a contact server is established through a CTI Server Driver library. This library
receives state change events on agents, and calls. Those events are sent to the Service Broker, which
determines what objects to update. These objects generate update events to the Event Notification
Engine, which then notifies all subscribing clients.
receives state change events on agents, and calls. Those events are sent to the Service Broker, which
determines what objects to update. These objects generate update events to the Event Notification
Engine, which then notifies all subscribing clients.
Figure 1-6
Generalized View of Information Flow in CTI OS
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CTI OS
Service Broker
Call Object
Agent Object
CTI Server Driver Lib
CTI Server
CTI OS Client
Request Service
Event Notification
Engine
Client Connection
Object Map
Service