Cisco Cisco Computer Telephony Integration Option 8.5
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CTI Product Description Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
Chapter 1 What is CTI?
Leveraging CTI Application Event Flow
Agent State Control
Similar to a screen pop, CTI application control of agent state is a way to improve
the agent’s workflow by integrating the service delivery platform with the
communications media. A CTI application enabled for agent state can set the
agent’s current work state according to the type of work being performed.
the agent’s workflow by integrating the service delivery platform with the
communications media. A CTI application enabled for agent state can set the
agent’s current work state according to the type of work being performed.
For example, a sales application might automatically send an agent to a wrap-up
or after-call work state when the customer contact terminates. The agent could
then enter wrap up data about that transaction or customer inquiry and (subject to
a timer) have his state changed automatically back to available when the wrap up
work has been completed.
or after-call work state when the customer contact terminates. The agent could
then enter wrap up data about that transaction or customer inquiry and (subject to
a timer) have his state changed automatically back to available when the wrap up
work has been completed.
Third-Party Call Control
The most advanced CTI integration projects seek a total integration of the
customer service platform with the communications media. In third-party call
control applications, the actual control over the agent phone or other media is
initiated via the software application, and coordinated with application screens or
views.
customer service platform with the communications media. In third-party call
control applications, the actual control over the agent phone or other media is
initiated via the software application, and coordinated with application screens or
views.
For example, a financial services application might perform the transfer of a
phone call to a speed-dial number designated by the application itself. In this kind
of scenario, the agent could click one button to determine the appropriate
destination for the transfer, save the application’s customer context, and transfer
the call to the other agent.
phone call to a speed-dial number designated by the application itself. In this kind
of scenario, the agent could click one button to determine the appropriate
destination for the transfer, save the application’s customer context, and transfer
the call to the other agent.
Leveraging CTI Application Event Flow
The first step to developing a CTI-enabled application is to understand the events
and requests that are at play within the CTI environment. Asynchronous events
are messages sent to applications that indicate an event to which the application
can respond (for example, BeginCallEvent). Requests are the mechanism that the
application uses to request that a desired behavior happen (for example,
TransferCall).
and requests that are at play within the CTI environment. Asynchronous events
are messages sent to applications that indicate an event to which the application
can respond (for example, BeginCallEvent). Requests are the mechanism that the
application uses to request that a desired behavior happen (for example,
TransferCall).