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CTI OS System Manager Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted Release 10.5(1)

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The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.

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Book Title

CTI OS System Manager Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted Release 10.5(1)

Chapter Title

CTI Toolkit Desktop Client Installation

Results

Updated:
June 4, 2014

Chapter: CTI Toolkit Desktop Client Installation

CTI Toolkit Desktop Client Installation

This chapter provides procedures for installing the following CTI Toolkit Desktop Client components:

  • CTI Toolkit Desktop applications:
    • Agent desktop (including silent monitor)
    • UCCE Supervisor Desktop (including silent monitor)
    • Tools
  • Documentation
  • CTI Toolkit SDK (previously the CTI OS Developer's Toolkit, including necessary files, controls, documentation, and samples needed to write custom applications):
    • Win32
    • Java
    • .NET

It also provides procedures for enabling the Emergency Call and Supervisory Call buttons, which enable an agent to make a call to a supervisor.


Note

Before you begin installation, verify that your system meets the hardware and software requirements for the components that you plan to install. See Compatibility Matrix for Unified CCE. For details on using Unified CCE in a virtualized environment, see Virtualization for Unified CCE.

Upgrade from Previous Version

If you are upgrading from a previous CTI OS release, you need not uninstall the CTI Toolkit Desktop Client software before you install the next CTI Toolkit Desktop Client release.

Install Cisco CTI Toolkit Desktop Client Component

To install the CTI Toolkit Desktop Client components, perform the following steps.

Procedure
    Step 1   From the CTIOSClient directory on the CD, run Setup.exe.
    Step 2   Click the Next button on the Welcome screen. The Software License Agreement screen appears.
    Figure 1. CTI Toolkit Desktop Client Component Installation License Agreement



    Step 3   Click the Yes button.

    The Choose Destination Location screen appears.

    Figure 2. Destination Drive Selection



    Step 4   Accept the default drive or click the Browse button and specify another drive.
    Step 5   Click Next to open the Select Components screen and select the CTI Toolkit Desktop Client components that you want to install.
    Note   

    If you plan to use the Silent Monitor Service, you must select at least one of the CTI Toolkit Desktop Software components or the CTI Desktop SDK Win32 component.

    Step 6   Click Next.

    If you select CTI Toolkit Agent Desktop or CTI Toolkit UCCE Supervisor Desktop, the CTIOS Server Information screen appears.

    Note   

    Phones that are configured to use SRTP cannot be silently monitored. Customers who wish to silently monitor agents must not configure the agent phones to use SRTP.

    Figure 3. CTI OS Server Information



    Enter the Name or IP Address and the Port Number for your CTI OS systems.

    Note   

    If you enable the QoS checkbox during the CTI OS Server Installation, you must select the checkbox at this stage.

    Step 7   Click the Next button.

    The Start Copying Files screen appears.

    Step 8   Click the Next button to begin installation.
    Step 9   After the installation is complete, the following window appears, prompting you to install the Security feature. For more information about CTI OS Security, see CTI OS Security.
    Figure 4. CTI OS Client Security



    For more information about what Security Certificate option you must select, see CTI OS Security

    Step 10   Click OK.

    The following window appears:

    Figure 5. CTI OS Security InstallShield Wizard



    While Security is being configured, several status messages appear.

    Step 11   Lastly, the CTIOS Setup Completed dialog box appears.
    Figure 6. CTI OS Server Setup Completion Dialog Box



    Step 12   Specify whether or not you want to restart your computer. Click the Finish button to exit Setup.

    Localization

    Next, import the configLanguages.reg registry, which is the registry file to configure language libraries for the CTI OS Agent and Supervisor phones. The following example provides steps for setting the CTIOS desktop language to French Canadian.

    1. Log out of the CTIOS desktop.
    2. Open the Registry Editor.
    3. Import the ConfigLanguages.reg from the location C:\Program Files (x86)\Cisco Systems\CTIOS Client\CTIOS Toolkit\Win32 CIL\Internationalization Kit\Languages.
    4. Refresh the Registry Editor and navigate to HKEY_CURRENT_USER\Software\Cisco Systems, Inc.\CTI Desktop\Shared\Languages\<LAN> where <LAN> is the abbreviation for the language code. In this example it will be FRC, as this customer is setting a French Canadian Localization.
    5. Set the value of the DLL Key using the following path: C:\Program Files (x86)\Cisco Systems\CTIOS Client\CTIOS Toolkit\Win32 CIL\Internationalization Kit\Languages\ctioslanguage.FRC.dll.
    6. Set the value of the Language Code key to c0c (Hexadecimal).
    7. Navigate to the HKEY_CURRENT_USER\Software\Cisco Systems, Inc.\CTI Desktop\Shared\Languages\Last Language and set the value of Language Code to c0c (Hexadecimal).

      Note

      If the value Last Language key is not set, the CTIOS uses the default locale of the Windows operating system.

    8. Re-launch the CTIOS client desktop.

    Installed Files

    When you install the CTI Toolkit Agent Desktop or the CTI Toolkit UCCE Supervisor Desktop, the CTI Toolkit installation process installs a number of dynamic link libraries (DLLs). The installation process registers many of these DLLs automatically, but you must manually register some of these DLLs to work correctly.

    The following table lists the Windows DLLs that are installed with the CTI Toolkit Agent Desktop or the CTI Toolkit UCCE Supervisor Desktop, along with the command line entry for manually registering the DLL (if needed).

    Table 1 Windows DLLs

    DLL

    Command Line Entry For Manually Registering

    msvcrt.dll

    Registration not needed.

    msvcrtd.dll

    Registration not needed.

    msvcp60.dll

    Registration not needed.

    msvcp60d.dll

    Registration not needed.

    mfc42.dll

    Registration not needed.

    mfc42d.dll

    Registration not needed.

    atl.dll

    regsvr32 atl.dll

    msvbvm60.dll

    regsvr32 msvbvm60.dll

    The following Softphone Controls DLLs are installed with the CTI Toolkit Agent Desktop or the CTI Toolkit UCCE Supervisor Desktop:

    • CtiosStatusbar.dll
    • EmergencyAssistCtl.dll
    • AgentSelectCtl.dll
    • GridControl.dll
    • AgentStateCtl.dll
    • HoldCtl.dll
    • AlternateCtl.dll
    • IntlResourceLoader.dll
    • AnswerCtl.dll
    • Arguments.dll
    • BadLineCtl.dll
    • ButtonControl.dll
    • ChatCtl.dll
    • ConferenceCtl.dll
    • CtiCommonDlgs.dll
    • MakeCallCtl.dll
    • ReconnectCtl.dll
    • CTIOSAgentStatistics.dll
    • RecordCtl.dll
    • CTIOSCallAppearance.dll
    • SubclassForm.dll
    • CTIOSClient.dll
    • SupervisorOnlyCtl.dll
    • CTIOSSessionResolver.dll
    • TransferCtl.dll
    • CTIOSSkillGroupStatistics.dll

    If the CTI Toolkit Agent Desktop or the CTI Toolkit UCCE Supervisor Desktop indicate that a given DLL is not registered, you can manually register the DLL by using the following command:

    regsvr32 <DLL filename>

    For example, you can register CtiosStatusbar.dll by using the following command:

    regsvr32 CtiosStatusbar.dll

    With interoperability, the Win32 COM controls work under the .NET framework. The installation lays down the following files and installs them into the Global Access Cache (GAC):

    AxInterop.AgentSelectCtl.dll

    Cisco.CTICOMMONDLGSLib.dll

    Interop.AgentSelectCtl.dll

    AxInterop.AgentStateCtl.dll

    Cisco.CTIOSARGUMENTSLib.dll

    Interop.AgentStateCtl.dll

    AxInterop.AlternateCtl.dll

    Cisco.CTIOSCLIENTLib.dll

    Interop.AlternateCtl.dll

    AxInterop.AnswerCtl.dll

    Cisco.CTIOSSESSIONRESOLVERLib.dll

    Interop.AnswerCtl.dll

    AxInterop.BadLineCtl.dll

    Cisco.INTLRESOURCELOADERLib.dll

    Interop.BadLineCtl.dll

    AxInterop.ButtonControl.dll

    Interop.ButtonControl.dll

    AxInterop.ChatCtl.dll

    Interop.ChatCtl.dll

    AxInterop.ConferenceCtl.dll

    Interop.ConferenceCtl.dll

    AxInterop.CTIOSAgentStatistics.dll

    Interop.CTIOSAgentStatistics.dll

    AxInterop.CTIOSCallAppearance.dll

    Interop.CTIOSCallAppearance.dll

    AxInterop.CTIOSSkill
    GroupStatistics.dll

    Interop.CTIOSSkill
    GroupStatistics.dll

    AxInterop.CTIOSStatusBar.dll

    Interop.CTIOSStatusBar.dll

    AxInterop.EmergencyAssistCtl.dll

    Interop.EmergencyAssistCtl.dll

    AxInterop.GridControl.dll

    Interop.GridControl.dll

    AxInterop.HoldCtl.dll

    Interop.HoldCtl.dll

    AxInterop.MakeCallCtl.dll

    Interop.MakeCallCtl.dll

    AxInterop.ReconnectCtl.dll

    Interop.ReconnectCtl.dll

    AxInterop.RecordCtl.dll

    Interop.RecordCtl.dll

    AxInterop.SilentMonitorCtl.dll

    Interop.SilentMonitorCtl.dll

    AxInterop.SubclassForm.dll

    Interop.SubclassForm.dll

    AxInterop.SupervisorOnlyCtl.dll

    Interop.SupervisorOnlyCtl.dll

    AxInterop.TransferCtl.dll

    Interop.TransferCtl.dll

    Uninstall CTI Toolkit

    To uninstall the CTI Toolkit, run Add/Remove programs from the Windows Control Panel and select Cisco CTI Toolkit Uninstall.

    Determine Version Number of Installed CTI Toolkit Files

    If the CTI Toolkit Agent Desktop or the CTI Toolkit Supervisor Desktop for UCCE are currently running, the title bars of the desktop windows display the CTI Toolkit version number.

    If these desktops are not currently running, you can determine the version number of an installed CTI Toolkit file by performing the following steps.

    Procedure
      Step 1   Go to the directory: Program Files\Cisco Systems\CTIOS Client\CTIOS Toolkit\Win32 CIL\COM Servers and Activex Controls
      Step 2   Highlight, and then right-click the ctiosclient.dll file.
      Figure 7. CTI OS COM Directory



      Step 3   Select Properties from the drop-down menu.

      The Properties dialog box appears.

      Step 4   Select the Version tab.

      This tab contains version information (release number and build number) for the file.

      Figure 8. CTI OS Client Properties

      Unified CM Intercept Configuration Requirement

      You must set the Cisco Unified CM service parameter named Drop Ad Hoc Conference to "never" (the default value), otherwise during the Intercept function, all the parties in the call get dropped.

      Configure Supervisory Assistance Features

      The CTI Toolkit Agent Desktop includes buttons that enable an agent to make an emergency call to a supervisor or to place a call to request assistance from a supervisor. To enable the functionality for these buttons, a Unified ICM system administrator must perform the following steps.

      Procedure
        Step 1   Perform the following tasks from the Unified ICM Configuration Manager (for more information, see Configuration Guide for Cisco Unified ICM/Contact Center Enterprise and Hosted).
        1. On the Dialed Number List screen, create a Dialed Number for the supervisor, as shown in the following screens.
          Figure 9. Dialed Number List





        2. On the Agent Team List screen, enter the Dialed Number in the Supervisor script dialed number field, as shown.
          Figure 10. Agent Team List



        Step 2   Perform the following task from the Script Editor (for more information, see Scripting and Media Routing Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted).
        1. On the Call Type Manager screen, associate the Dialed Number with your script, as shown.
          Figure 11. Call Type Manager



        Video Configuration

        For more information about configuring video on CTI OS or CAD desktops, see Configuring Video on the Cisco CTI OS or CAD Desktops topic in the Configuration and Administration Guide for Cisco Unified Customer Voice Portal located at:

        http:/​/​www.cisco.com/​en/​US/​products/​sw/​custcosw/​ps1006/​products_​installation_​and_​configuration_​guides_​list.html.

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