User guide

CTI Developer Toolkit
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Introduction
This section provides an overview of Mitel Computer Telephony Integration (CTI) Developer
Toolkit and how it works. For more information, refer to the following topics:
• Overview
•Features
• Configuration
Overview
CTI Developer Toolkit is a software development tool, available for Contact Center Enterprise
and Business Edition, that enables in-house developers to
• Automate processes and information sharing within their business
• Use up-front caller data from third-party IVR applications
• Build powerful client-side design interfaces to automate agent computers and telephones
• Integrate Customer Relationship Management (CRM) and Enterprise Resource Planning
(ERP) systems or any OBCD compliant database with Contact Center Management
Features
CTI Developer Toolkit offers server and client-side programmable, Visual C#, .NET dynamic
link libraries (DLLs) that can be used in any .NET (release 2.0+) application or website.
DLLs provide
• Notification of call received events
• Storage and access to call detail information
• Call control
CTI Developer Toolkit is shipped with a test application that enables in-house developers to
verify their programming before making any custom work live on their system. The test
application includes source code, to help developers understand how code can be written for
their own custom applications.
CTI Developer Toolkit also includes a Windows CHM help file that documents the methods and
properties that are programmatically exposed by the Application Programming Interface (API).
Note: If you have previous integrations with Agent Portal developed by Mitel Professional
Services, there is a favorable commercial upgrade price to migrate to CTI Developer
Toolkit.