Cisco CTI Programming for Cisco ICM and Cisco IPCC

Fast Lane Australia
Sydney, NSW, Australia

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' 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 Content
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 is kept
When call data is 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
Outbound option with Cisco CTI OS
...''

Elements of this syllabus are subject to change.

Phone:+ 61 2 9211 5077

School Address:

Suite C.310. 22-36 Mountain Street
Broadway, Sydney, NSW, 2007
Australia



Jobs & Resumes: Sydney
Houses & Roommates: Sydney
Travel Agencies: Sydney

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