This course provides computer programmers with the knowledge and experience to create custom screen-pop and softphone applications for use with Cisco Intelligent Contact Management (ICM) and Cisco IP Contact Center (IPCC) software. Students will learn the Cisco ICM computer telephony integration (CTI) architecture and the various CTI interfaces available to developers. This course is a combination of lecture and programming examples/laboratories that will teach students to construct their own softphone applications. Programming tips and best practices are provided to help students to be successful in rapidly developing their own custom applications.

Course Objectives

• Apply knowledge of the Cisco ICM CTI architecture for CTI Server and CTI-OS Server to programming CTI-OS.
• Relate the call-flow model of Cisco ICM/IPCC and its effect on Cisco ICM CTI.
• Use the Cisco ICM CTI toolkit and the CTI-OS SDK to construct a Visual Basic- or Visual C++-based softphone.
• Manipulate call data from Cisco ICM/IPCC calls within a Cisco softphone.
• Troubleshoot Cisco ICM CTI and data flow during and after development

Introduction

General terms

Introduction to Cisco ICM CTI

Cisco ICM overview

How Cisco ICM CTI fits in

System components

Call-flow overview

Scripting effect on Cisco ICM CTI

Typical call and data flow

Data passing within Cisco ICM

Translation routes

Interactive voice response (IVR) (collecting call-related data)

Cisco ICM CTI (call variables, ECC)

Handling of wrap-up data

Historical Data Server (HDS)

What data are kept

When call data are written

Cisco ICM CTI architecture

Cisco ICM CTI interface specification

Cisco ICM CTI toolkit

Agent state model (Lucent, Aspect, Cisco IPCC)

Using softphone ActiveX controls

Using CtiClient32

Using GeoDCS

Java client

Siebel Driver and Cisco Data Store for Siebel 6

Outbound option with Cisco CTI toolkit

Cisco CTI OS overview

Cisco CTI OS architecture

Cisco CTI OS product components

Cisco CTI OS SDK overview

Using Cisco CTI OS ActiveX controls

Using the Cisco CTI OS common equipment (COM) CIL

Using the Cisco CTI OS C++ CIL

Failover handling with Cisco CTI OS

Troubleshooting tips for Cisco CTI OS

Cisco CTI OS and Siebel 7

Cisco Enterprise Data Store

• Familiarity with Telephony
• Working knowledge of Call Center operations
• Working knowledge of ICM or IPCC
• Working knowledge of Visual Basic, Visual C++, or Java