Cisco Unified Contact Center Enterprise Solution Reference ...

Desktop Solutions
4-14
Figure 4-5 CTI Desktop Toolkit Architecture
JTAPI
M
Cisco
CallManager
Cisco
CallManager
PIM
Voice
Cisco Unified Contact Center Enterprise 7.x SRND
PG/CTI platform
CTI
server CTI
server
driver
CTIOS server
CTIOS
server
node
Agent workstation
Desktop computer
CTIOS agent/supervisor desktop
IP
Active-X controls
Telephone
COM (CtiosClient)
C++ CIL
Chapter 4 Unified Contact Center Enterprise Desktop
TCP/IP
C++ CIL API
The CTI Desktop Toolkit C++ CIL provides a set of header files and static libraries for building C++
CTI applications using Microsoft Visual Studio .NET. The C++ CIL also supports a secure desktop
connection between the agent PC and the CTI Object Server on the PG.
Java CIL API
The CTI Desktop Toolkit Java CIL provides a powerful cross-platform library for developing Java CTI
applications.
.NET CIL API
The CTI Desktop Toolkit .NET CIL provides native .NET class libraries for developing native .NET
Framework applications. The .NET Combo Desktop is provided as a sample application built using the
.NET CIL.
COM CIL API
The CTI Desktop Toolkit COM CIL provides a set of COM Dynamic Link Libraries for building Visual
Basic 6.0 CTI applications. The CTI Toolkit Agent and Supervisor Desktops are provided as sample
applications built with Visual Basic 6.0 and using the COM CIL.
ActiveX Controls
The CTI Toolkit includes a set of ActiveX controls to enable rapid application development. The
ActiveX controls are UI components that enable easy drag-and-drop creation of custom CTI applications
in a variety of container applications. Container applications include Microsoft Visual Basic 6.0,
Microsoft Internet Explorer, Microsoft Visual C++ 7.0, Borland Delphi, Sybase Powerbuilder, and other
applications supporting the OC96 ActiveX standard.
The ActiveX Controls include:
Agent State Control
Chat Control
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