Course Content

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

Course Outline

	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
	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
	Outbound option with Cisco CTI OS

Prerequisites

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

Who Should Attend

Computer programmers who are charged with building softphone or screen-pop applications for use within the Cisco ICM or IPCC environments.

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