Cisco® CTI Programming for Cisco® ICM and Cisco® IPCC (CTIPI)

Length: 4-day Workshop

This course provides computer programmers with the knowledge and experience necessary to create custom screen-pop and softphone applications for use with Cisco® Intelligent Contact Management (ICM) Software and Cisco® IP Contact Center (IPCC) Software. Students will learn the computer telephony integration (CTI) architecture and the various CTI interfaces available to the developer. This course is a combination of lecture, programming examples, and labs that lead students through the process of constructing their own softphone applications. Programming tips and best practices are provided to enable students to be successful in rapidly developing their own custom applications.

You will learn to:

• Apply knowledge of the CTI architecture for CTI server and CTI-OS server to programming CTI-OS
• Relate the call-flow models of Cisco® ICM Software and Cisco® IPCC Software and their effects on CTI
• Use the CTI toolkit and the CTI-OS software development kit (SDK) to construct softphones
• Manipulate call data from Cisco® ICM Software and Cisco® IPCC Software calls within a softphone
• Troubleshoot CTI and data flow during and after development

Recommended for:

This course is intended for computer programmers who are charged with building softphone or screen-pop applications for use within the Cisco® ICM Software or Cisco® IPCC Software enviroments

Prerequisites:

• Familiarity with telephony
• Working knowledge of call center operations
• Working knowledge of Cisco ICM Software or Cisco IPCC Software
• Working knowledge of Visual Basic, Visual C++, or Java

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