Cisco computer telephony integration (CTI) extends the rich feature set available on Cisco Unified CM to third-party applications. These Cisco CTI-enabled applications improve user productivity, enhance the communication experience, and deliver superior customer service. At the desktop, Cisco CTI enables third-party applications to make calls from within Microsoft Outlook, open windows or start applications based on incoming caller ID, and remotely track calls and contacts for billing purposes. Cisco CTI-enabled server applications can intelligently route contacts through an enterprise network, provide automated caller services such as auto-attendant and interactive voice response (IVR), as well as capture media for contact recording and analysis.
CTI applications generally fall into one of two major categories:
First-party applications — Monitor, control, and media termination
First-party CTI applications are designed to register devices such as CTI ports and route points for call setup, tear-down, and media termination. Because these applications are directly in the media path, they can respond to media-layer events such as in-band DTMF. Interactive voice response and Cisco Attendant Console are examples of first-party CTI applications that monitor and control calls while also interacting with call media.
Third-party application — Monitor and control
Third-party CTI applications can also monitor and control calls, but they do not directly control media termination.
Monitoring applications
A CTI application that monitors the state of a Cisco IP device is called a monitoring application. A busy-lamp-field application that displays on-hook/off-hook status or uses that information to indicate a user's availability in the form of Presence are both examples of third-party CTI monitoring applications.
Call control applications
Any application that uses Cisco CTI to remotely control a Cisco IP device using out-of-band signaling is a call control application. Cisco Unified Personal Communicator, when configured to remotely control a Cisco IP device, is a good example of a call control application.
Monitor + call control applications
These are any CTI applications that monitor and control a Cisco IP device. Cisco Unified Contact Center Enterprise is a good example of a combined monitor and control application because it monitors the status of agent devices, intelligently routes calls to available agents, and controls the agent phones.
ref. cisco.com
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