Cisco Cisco E-Mail Manager Unity Integration Option Guida All'Installazione

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CTI OS includes the CTI OS Server, CTI OS Agent Desktop, Unified SCCE Supervisor
Desktop, CTI OS Toolkit, and Client Interface Library (CIL). It provides an object-oriented
software development toolkit for development and deployment of CTI applications.

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Cisco Agent and Supervisor Desktops includes the Desktop Administrator, Agent Desktop,
and Supervisor Desktop.

About the CTI Server and the CTI OS Server

Regardless of which agent desktop software you deploy; that is, Unified AM or CTI OS, both
communicate to Unified SCCE via the CTI server, which is a software process that runs on the
Agent/IVR Controller. The CTI Server is the CTI gateway into the Unified SCCE data and
services. It allows Unified SCCE to deliver agent, call, and customer data in real-time to a server
and/or workstation application as events occur throughout the life of a call.

Both also require the CTI OS Server. The CTI Server and CTI OS Server are both installed
automatically and reside on your Agent/IVR Controller. No manual installation or configuration
of these components is necessary.

About Agent and Supervisor Desktop Installation Prerequisites

Before installing and configuring agent and supervisor desktop software for use with Unified
SCCE, you must:

Install and configure Cisco Unified
CM

Install and configure Unified IP IVR

Install and configure the controllers
and Administration & WebView
Reporting

Create agents, supervisors, and
teams

CTI OS includes a Silent Monitor feature, which enables
a supervisor to listen to an agent's call by forwarding voice

If you are deploying CTI OS and
want to use the CTI OS Silent
Monitoring feature...

traffic from an agent's phone to the supervisor's computer.
The supervisor listens to the call through the sound card
on his/her computer, not the phone.

Installation and Configuration Guide Cisco Unified System Contact Center Enterprise 7.5(1)