Cisco Cisco Computer Telephony Integration Option 9.0
Chapter 1 What is CTI?
Introduction to Cisco CTI
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Cisco ICM Software CTI Product Description Release 6.0(0)
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Cisco Agent Desktop Enterprise Data. The module providing IVR and
other call context data to the agent desktop.
other call context data to the agent desktop.
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Cisco Agent Desktop Call/Chat. The module enabling agents to
communicate with supervisors using text chat.
communicate with supervisors using text chat.
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Cisco Agent Desktop Supervisor. The module providing supervisor
capabilities, including the ability to view logged on agents and their current
call status, as well as the ability to communicate with agents using text chat
and via marquee messages.
capabilities, including the ability to view logged on agents and their current
call status, as well as the ability to communicate with agents using text chat
and via marquee messages.
Cisco Agent Desktop Server
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Directory Services
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Cisco Agent Desktop Enterprise Server
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Cisco Agent Desktop Call/Chat Server
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Cisco Agent Desktop Administration, which includes:
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Cisco Agent Desktop Administrator
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Cisco Agent Desktop Enterprise Administrator
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Cisco Agent Desktop Administrator documentation
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Cisco Agent Desktop Agent installation program
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Cisco Agent Desktop Supervisor installation program
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Cisco ICM Client Admin Workstation
Documentation
The Cisco CTI OS CD includes the following manuals:
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Cisco ICM Software CTI Product Description
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Cisco ICM Software CTI OS System Manager’s Guide
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Cisco ICM Software CTI OS Developer’s Guide
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Cisco ICM Software CTI OS Agent Desktop User Guide
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Cisco ICM Software CTI OS Supervisor Desktop for IPCC Enterprise User
Guide
Guide
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Cisco ICM Software CTI Driver for Siebel 7 Reference Guide