Build a custom CTI adapter for Unified Service Desk
You can build a custom computer telephony integration (CTI) adapter to connect to a CTI system that provides access to events and CTI actions via web services or APIs.
The User Interface Integration (UII) CTI infrastructure supports connecting to both models (web services or APIs). Building a custom adapter involves:
Creating the connection bridge to the CTI system. Create a CTI Connector
Creating a CTI manager that communicates between the CTI connection layer and Unified Service Desk to manage calls and the agent state. Create a CTI Desktop Manager
Define the user interface or the controls on the agent desktop that helps in call management and displays the agent state. Create a CTI Control
See Also
Concepts
Considerations for creating a CTI adapter for Unified Service Desk
Other Resources
Integrate with CTI systems using CTI adapters
Unified Service Desk
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