Cisco Cisco Computer Telephony Integration OS 8.5 Guida Dello Sviluppatore
4-6
CTI OS Developer’s Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 8.0(1)
Chapter 4 Building Your Application
Using the Samples
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Unit Testing. In a unit test, you ensure that the new code units can execute properly. Each
component will operate correctly based on the input, and produce the correct output. An example of
a unit test would be to ‘stub-in’ or hardcode the expected screen-pop data, and ensure that all of the
screens come up properly based on this data.
component will operate correctly based on the input, and produce the correct output. An example of
a unit test would be to ‘stub-in’ or hardcode the expected screen-pop data, and ensure that all of the
screens come up properly based on this data.
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Integration Testing. In an integration test, you ensure that the new components work together
properly. The physical connections and data passing between the layers and servers involved in the
system are tested. An example of an integration test would be testing your client application with
the CTI OS server, to ensure that data can be passed correctly through the components.
properly. The physical connections and data passing between the layers and servers involved in the
system are tested. An example of an integration test would be testing your client application with
the CTI OS server, to ensure that data can be passed correctly through the components.
•
System Testing. In a system test, you ensure that the correct application behavior is exhibited. An
example of a system test would be to make a phone call to a VRU, collect the appropriate caller
information, transfer the call to an agent, and ensure that the screen pop arrives correctly.
example of a system test would be to make a phone call to a VRU, collect the appropriate caller
information, transfer the call to an agent, and ensure that the screen pop arrives correctly.
•
User Acceptance Testing. In a user acceptance test, you ensure that your application has met all
business requirements set by your analysis and design process. An example of a user acceptance test
would be to try your new application with real agents, and ensure that it satisfies their requirements.
business requirements set by your analysis and design process. An example of a user acceptance test
would be to try your new application with real agents, and ensure that it satisfies their requirements.
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 a
Lucent PBX/ACD or a Cisco Unified Contact Center (Unified CC) environment. Documentation on how
to configure and use the simulator can be found on the CTI OS CD in the directory Tools\Simulator.
be used for application development and demo purposes. It has the capability to roughly simulate a
Lucent PBX/ACD or a Cisco Unified Contact Center (Unified CC) environment. Documentation on how
to configure and use the simulator can be found on the CTI OS CD in the directory Tools\Simulator.
Note
This simulator is appropriateonly 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 Developer Sample
Applications (DSAs) for Cisco Unified Contact Center (Unified CC) customers and similar Production
Class Applications for Unified ICM customers on the CD media.
Applications (DSAs) for Cisco Unified Contact Center (Unified CC) customers and similar Production
Class Applications for Unified ICM customers on the CD media.
The DSAs are provided as tools for Unified CC customers to accelerate development efforts. The DSAs
demonstrate several basic working applications that use varying implementations of the CTI OS Client
Interface Library API. The samples are organized by programming language and demonstrate the syntax
and usage of the API. For many developers, these DSAs will form the foundation of your custom
application. The samples are available for you to customize and distribute as a part of your finished
product.
demonstrate several basic working applications that use varying implementations of the CTI OS Client
Interface Library API. The samples are organized by programming language and demonstrate the syntax
and usage of the API. For many developers, these DSAs will form the foundation of your custom
application. The samples are available for you to customize and distribute as a part of your finished
product.
For Unified ICM ACD types (such as Avaya, Nortel, Aspect, etc.), some DSAs can be deployed as
Production Class Applications. Cisco certifies and supports the out-of-the-box CTI OS Agent Desktop
application in a production environment when used in conjunction with a supported Unified ICM ACD.
Refer to the ACD Supplement,
Production Class Applications. Cisco certifies and supports the out-of-the-box CTI OS Agent Desktop
application in a production environment when used in conjunction with a supported Unified ICM ACD.
Refer to the ACD Supplement,
for the current list of supported ACD types.