CTI OS System Manager Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted Release 9.0(1)
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About this guide

About this guide

Purpose

This manual provides instructions for installing, configuring, and running the Cisco CTI Object Server (CTI OS) product. The server should have Peripheral Gateway (PG) and CTI Server Gateway (CG) installed as a pre-requisite prior to CTI OS 9.0(1) installer run.

Audience

This manual is for system administrators and other personnel who are responsible for installing and maintaining CTI OS and its associated components. You must have administrator privileges to perform the procedures discussed in this manual.

Organization

The manual is divided into the following chapters.

Chapter

Description

Introduction

Provides an overview of Cisco CTI Object Server (CTI OS) and lists the tasks that a CTI OS system manager must perform.

CTI OS Server installation

Provides procedures for installing CTI OS Server.

CTI Toolkit Desktop Client installation

Provides procedures for installing CTI OS Client components.

CTI OS Silent Monitor installation and configuration

Discusses the process of installing the new functionality in CTI OS Release 9.0(1).

CTI OS Release 9.0(1) component installation

Discusses the silent installation and uninstallation of CTI OS Release 9.0(1) components. In addition, it discusses the steps necessary to recover from a failed installation of CTI OS components.

Unified CM-based Silent Monitor configuration

Discusses how to configure devices and JTAPI users on Unified CM 6.0 to enable silent monitor.

CTI OS security

Provides information to the System Manager about configuring the CTI OS Security Certificate and the Security Compatibility.

CTI OS configuration

Explains how to start and stop CTI OS and its associated processes and describes how CTI OS handles failover scenarios.

Startup Shutdown and Failover

Discusses how to use the Windows Registry Editor to configure CTI OS.

Peripheral-specific support

Discusses levels of CTI OS support for switch-specific features.

Testing Ethernet card for Silent Monitor

Discusses testing an ethernet card for silent monitor, including test target preparation, preparing the packet generator host, and test execution.

Related documentation

Documentation for Cisco Unified ICM/Unified Contact Center Enterprise & Hosted, 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 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 support

For more information about 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 message to the following address:

mailto:ccbu_docfeedback@cisco.com.

We appreciate your comments.