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Training Course Summary:

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.

Pre-Requisites:

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.

Training Course Overview/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