Integrating with a CTI Application
This section provides an overview of the process to integrate a third-party Computer Telephony Integration (CTI) vendor with Call lSummary and Call Tagging, utilizing the Service Guide SDK JavaScript library. By integrating CTI, your agents can use enhanced Call lSummary and Call Tagging features such as:
- Incoming call notifications
- Call control management, including muting, holding, and ending calls
- Access to call transcripts and summaries
Note: Oracle does not endorse specific CTI vendors or provide implementation instructions
for third-party applications. This document focuses on the integration points supported
by the Service Guide SDK, detailing relevant events and APIs. Hosting third-party
applications is beyond the scope of this guide.
This section contains the following: