CTI OS Developer Guide for Cisco Unified Contact Center Enterprise Release 9.0(1)
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About this guide

About this guide

Purpose

This manual provides a brief overview of the Cisco Customer Telephony Integration Object Server (CTI OS) product, introduces programmers to developing CTI enabled applications with CTI OS, and describes the syntax and usage for CTI OS methods and events.

Audience

This manual is for system integrators and programmers who want to use CTI OS to integrate CTI applications with the Cisco Contact Center software.

Organization

The manual is divided into the following chapters.

Chapter

Description

Introduction

Provides an overview of CTI and the CTI OS Client Interface.

CTI OS Client Interface Library architecture

Discusses CTI OS architecture.

CIL coding conventions

Explains how to build an application using the CTI OS libraries.

Building your custom CTI application

Discusses how to build your custom CTI application to use the CTI OS Client Interface Library.

CTI OS ActiveX controls

Describes the CTI OS softphone controls and explains how to use them in a VB or COM container.

Event Interfaces and Events

Describes the CTI OS event interfaces.

CtiOs object

Discusses features common to all CTI OS objects derived from CtiOsObject.

Session object

Describes the methods associated with the CTI OS Session object.

Agent object

Describes the methods associated with the CTI OS Agent object.

Call object

Describes the methods associated with the CTI OS Call object.

SkillGroup object

Describes the methods associated with the CTI OS SkillGroup object.

Helper classes

Describes the methods associated with the CTI OS Arguments classes.

SilentMonitorManager object

Describes the methods associated with the CTI OS Silent Monitor Manager object.

CTI OS keywords and enumerated types

Discusses CTI OS keywords and enumerated types.

CTI OS logging

Discusses a few issues related to CTI OS logging.

CTI OS logging

Describes the migration steps and the new parameters required to build the application.

Related documentation

Documentation for Cisco Unified ICM/Unified Contact Center Enterprise & Hosted (Unifed ICM/CCE/CCH), as well as related documentation, is accessible from Cisco.com at

http://www.cisco.com/cisco/web/psa/default.html?mode=prod.

Conventions

This manual uses the following conventions.

Format

Example

Boldface type is used for user entries, keys, buttons, and folder and submenu names.

Choose Edit > Find from the ICM Configure menu bar.

Italic type indicates one of the following:

  • A newly introduced term
  • For emphasis
  • A generic syntax item that you must replace with a specific value
  • A title of a publication
  • A skill group is a collection of agents who share similar skills.
  • Do not use the numerical naming convention that is used in the predefined templates (for example, persvc01).
  • IF (condition, true-value, false-value)
  • For more information, see the Database Schema Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted.

An arrow ( > ) indicates an item from a pull-down menu.

The Save command from the File menu is referenced as File > Save.

Documentation and service requests

For information on obtaining documentation, submitting a service request, and gathering additional information, see the monthly What's New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at:

http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

Subscribe to the What's New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service and Cisco currently supports RSS Version 2.0.

Documentation feedback

You can provide comments about this document by sending an email to the following address:

mailto:ccbu_docfeedback@cisco.com

We appreciate your comments.