- Preface
- Introduction
- CTI OS Server Installation
- CTI Toolkit Desktop Client Installation
- CTI OS Silent Monitor Installation and Configuration
- CTI OS Component Installation
- Unified Communications Manager-Based Silent Monitor Configuration
- CTI OS Security
- CTI OS Configuration
- Startup, Shutdown, and Failover
- Peripheral-Specific Support
- Cisco Unified Mobile Agent
- Ethernet Card Testing
CTI Toolkit Desktop Client Installation
CTI Toolkit Desktop Client
The CTI Toolkit Desktop Client consists of the following components:
-
CTI Toolkit Desktop applications:
-
CTI Toolkit SDK (previously the CTI OS Developer's Toolkit, including necessary files, controls, documentation, and samples needed to write custom applications):
Note | Before you begin installation, verify that your system meets the hardware and software requirements for the components that you plan to install. See the Compatibility Matrix for Unified CCEUnified CCE Solution Compatibility Matrix at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-device-support-tables-list.html. For details on using Unified CCE in a virtualized environment, see the Virtualization for Unified Cisco Contact Center Enterprise at http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/uc_system/virtualization/virtualization-unified-contact-center-enterprise.html. |
Upgrade from Previous Version
You can upgrade from previous version, CTI OS 11.0(x), 11.5(x) to 11.6(1).
Install Cisco CTI Toolkit Desktop Client Component
To install the CTI Toolkit Desktop Client components, perform the following steps.
Step 1 | From the CTIOSClient directory on the CD, run Setscreenup.exe. | ||||
Step 2 | Click the
Next button on the Welcome . The Software License
Agreement screen appears.
| ||||
Step 3 | Click the
Yes button.
A window displays the destination directory of the CTI Toolkit Desktop Client.
| ||||
Step 4 | Click OK. The Select Features window appears. | ||||
Step 5 | Select the CTI
Toolkit Desktop Client features that you want to install.
| ||||
Step 6 | Click Next. The IMPORTANT NOTE window appears. | ||||
Step 7 | Click
Next.
If you select CTI Toolkit Agent Desktop or CTI Toolkit UCCE Supervisor Desktop, the CTIOS Server Information window appears.
Enter the Name or IP Address and the Port Number for your CTI OS systems.
| ||||
Step 8 | Click the
Next button.
The Start Copying Files window appears. | ||||
Step 9 | Click the Next button to begin installation. | ||||
Step 10 | After the
installation is complete, the following window appears, prompting you to
install the Security feature. For more information about CTI OS Security, see
CTI OS Security.
For more information about what Security Certificate option you must select, see CTI OS Security | ||||
Step 11 | Click
OK.
The following window appears: While Security is being configured, several status messages appear. | ||||
Step 12 | Lastly, the
CTIOS Setup Completed dialog box appears.
| ||||
Step 13 | Specify whether or not you want to restart your computer. Click the Finish button to exit Setup. |
Localization
Next, import the configLanguages.reg registry, which is the registry file to configure language libraries for the CTI OS Agent and Supervisor phones. The following example provides steps for setting the CTIOS desktop language to French Canadian.
Log out of the CTIOS desktop.
Open the Registry Editor.
Import the ConfigLanguages.reg from the location C:\Program Files (x86)\Cisco Systems\CTIOS Client\CTIOS Toolkit\Win32 CIL\Internationalization Kit\Languages.
Refresh the Registry Editor and navigate to HKEY_CURRENT_USER\Software\Cisco Systems, Inc.\CTI Desktop\Shared\Languages\<LAN> where <LAN> is the abbreviation for the language code. In this example it will be FRC, as this customer is setting a French Canadian Localization.
Set the value of the DLL Key using the following path: C:\Program Files (x86)\Cisco Systems\CTIOS Client\CTIOS Toolkit\Win32 CIL\Internationalization Kit\Languages\ctioslanguage.FRC.dll.
Set the value of the Language Code key to c0c (Hexadecimal).
Navigate to the HKEY_CURRENT_USER\Software\Cisco Systems, Inc.\CTI Desktop\Shared\Languages\Last Language and set the value of Language Code to c0c (Hexadecimal).
NoteIf the value Last Language key is not set, the CTIOS uses the default locale of the Windows operating system.
Re-launch the CTIOS client desktop.
Installed Files
When you install the CTI Toolkit Agent Desktop or the CTI Toolkit UCCE Supervisor Desktop, the CTI Toolkit installation process installs a number of dynamic link libraries (DLLs). The installation process registers many of these DLLs automatically, but you must manually register some of these DLLs to work correctly.
The following table lists the Windows DLLs that are installed with the CTI Toolkit Agent Desktop or the CTI Toolkit UCCE Supervisor Desktop, along with the command line entry for manually registering the DLL (if needed).
DLL |
Command Line Entry For Manually Registering |
---|---|
msvcrt.dll |
Registration not needed. |
msvcrtd.dll |
Registration not needed. |
msvcp60.dll |
Registration not needed. |
msvcp60d.dll |
Registration not needed. |
mfc42.dll |
Registration not needed. |
mfc42d.dll |
Registration not needed. |
atl.dll |
regsvr32 atl.dll |
msvbvm60.dll |
regsvr32 msvbvm60.dll |
The following Softphone Controls DLLs are installed with the CTI Toolkit Agent Desktop or the CTI Toolkit UCCE Supervisor Desktop:
- CtiosStatusbar.dll
- EmergencyAssistCtl.dll
- AgentSelectCtl.dll
- GridControl.dll
- AgentStateCtl.dll
- HoldCtl.dll
- AlternateCtl.dll
- IntlResourceLoader.dll
- AnswerCtl.dll
- Arguments.dll
- BadLineCtl.dll
- ButtonControl.dll
- ChatCtl.dll
- ConferenceCtl.dll
- CtiCommonDlgs.dll
- MakeCallCtl.dll
- ReconnectCtl.dll
- CTIOSAgentStatistics.dll
- RecordCtl.dll
- CTIOSCallAppearance.dll
- SubclassForm.dll
- CTIOSClient.dll
- SupervisorOnlyCtl.dll
- CTIOSSessionResolver.dll
- TransferCtl.dll
- CTIOSSkillGroupStatistics.dll
If the CTI Toolkit Agent Desktop or the CTI Toolkit UCCE Supervisor Desktop indicate that a given DLL is not registered, you can manually register the DLL by using the following command:
regsvr32 <DLL filename>
For example, you can register CtiosStatusbar.dll by using the following command:
regsvr32 CtiosStatusbar.dll
With interoperability, the Win32 COM controls work under the .NET framework. The installation lays down the following files and installs them into the Global Access Cache (GAC):
AxInterop.AgentSelectCtl.dll |
Cisco.CTICOMMONDLGSLib.dll |
Interop.AgentSelectCtl.dll |
AxInterop.AgentStateCtl.dll |
Cisco.CTIOSARGUMENTSLib.dll |
Interop.AgentStateCtl.dll |
AxInterop.AlternateCtl.dll |
Cisco.CTIOSCLIENTLib.dll |
Interop.AlternateCtl.dll |
AxInterop.AnswerCtl.dll |
Cisco.CTIOSSESSIONRESOLVERLib.dll |
Interop.AnswerCtl.dll |
AxInterop.BadLineCtl.dll |
Cisco.INTLRESOURCELOADERLib.dll |
Interop.BadLineCtl.dll |
AxInterop.ButtonControl.dll |
Interop.ButtonControl.dll |
|
AxInterop.ChatCtl.dll |
Interop.ChatCtl.dll |
|
AxInterop.ConferenceCtl.dll |
Interop.ConferenceCtl.dll |
|
AxInterop.CTIOSAgentStatistics.dll |
Interop.CTIOSAgentStatistics.dll |
|
AxInterop.CTIOSCallAppearance.dll |
Interop.CTIOSCallAppearance.dll |
|
AxInterop.CTIOSSkill |
Interop.CTIOSSkill |
|
AxInterop.CTIOSStatusBar.dll |
Interop.CTIOSStatusBar.dll |
|
AxInterop.EmergencyAssistCtl.dll |
Interop.EmergencyAssistCtl.dll |
|
AxInterop.GridControl.dll |
Interop.GridControl.dll |
|
AxInterop.HoldCtl.dll |
Interop.HoldCtl.dll |
|
AxInterop.MakeCallCtl.dll |
Interop.MakeCallCtl.dll |
|
AxInterop.ReconnectCtl.dll |
Interop.ReconnectCtl.dll |
|
AxInterop.RecordCtl.dll |
Interop.RecordCtl.dll |
|
AxInterop.SilentMonitorCtl.dll |
Interop.SilentMonitorCtl.dll |
|
AxInterop.SubclassForm.dll |
Interop.SubclassForm.dll |
|
AxInterop.SupervisorOnlyCtl.dll |
Interop.SupervisorOnlyCtl.dll |
|
AxInterop.TransferCtl.dll |
Interop.TransferCtl.dll |
Uninstall CTI Toolkit
To uninstall the CTI Toolkit, run Add/Remove programs from the Windows Control Panel and select Cisco CTI Toolkit Uninstall.
Determine Version Number of Installed CTI Toolkit Files
If the CTI Toolkit Agent Desktop or the CTI Toolkit Supervisor Desktop for UCCE are currently running, the title bars of the desktop windows display the CTI Toolkit version number.
If these desktops are not currently running, you can determine the version number of an installed CTI Toolkit file by performing the following steps.
Unified CM Intercept Configuration Requirement
You must set the Cisco Unified CM service parameter named Drop Ad Hoc Conference to "never" (the default value), otherwise during the Intercept function, all the parties in the call get dropped.
Configure Supervisory Assistance Features
The CTI Toolkit Agent Desktop includes buttons that enable an agent to make an emergency call to a supervisor or to place a call to request assistance from a supervisor. To enable the functionality for these buttons, a Unified ICM system administrator must perform the following steps.
Video Configuration
For more information about configuring video on CTI OS , see the associated topic in the Configuration and Administration Guide for Cisco Unified Customer Voice Portal at: