CTI SDK for Cisco Unified CCX

More CTI power for your Cisco Unified Contact Center Express

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CTI SDK (Software Development Kit) for Cisco Unified CCX (Unified Contact Center Express) is a user-friendly high-level abstract API that helps developers in building feature-rich CTI applications with an object-oriented software development kit. The SDK enables rapid development and deployment of complex CTI applications such as, for example, a Cisco Agent Desktop.

Business Benefits of Acqueon's CTI SDK for Cisco UCCX

  • Higher level API removes underlying Unified CCX messaging complexity
    • Simple event subscription model to monitor and filter desired events
  • Develop customized CTI applications for Unified CCX
    • Rapid Application Development for building CTI Applications
  • Out-of-box soft phone
  • Out-of-box monitoring utility
  • Retrieve agent / call / queue statistics

Features of CTI SDK for Cisco UCCX

  • ACD (Automatic Call Distributor) wallboard data
    • Total calls in queue
    • Longest call waiting time
    • Abandoned calls
  • Agent wallboard / performance data
    • Total calls handled
    • Total calls missed
    • Total talk time
    • Total hold time
    • Total unavailable time per category
  • Live monitoring is provided to
    • View a list of available agents
    • View a list of active calls (like call ID, call state, and call related data)
  • Develop custom applications
    • Custom screen pops
    • Integrated CRM screens
    • Custom soft phones
    • Ticker Tape

Who can benefit from Acqueon's CTI SDK for Cisco UCCX?

  • Cisco Unified CCX resellers
    • Partners can avail of special transfer prices
    • Provides new and increased revenue opportunities
  • Cisco development partners
    • Provides capability to integrate with CRM applications and 3rd party applications
    • Ability to customize Unified CCX CTI applications, not limited by CAD
    • Creates repeatable value-added applications
    • Provides similar capabilities as available with Unified CCE (CTI OS)
  • Competitive differentiation for partners
    • Increased solution value to end customer
    • Lower integration costs and faster time to market
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