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CIE Telephony Object Model (TOM) API

Overview

About the CIE Telephony Object Model

Avaya Customer Interaction Express (CIE) is a comprehensive multi-channel contact center solution designed for midsize businesses. Customer Interaction Express provides businesses the ability to integrate voice, e-mail, fax and SMS communication channels into a single contact center solution and manage the entire customer interaction lifecycle.

The Telephony Object Model (TOM) is an interface that provides exclusive telephony functionalities for client applications. The TOM architecture is based on the COM technology and in addition also provides a CORBA interface. The TOM server which implements the Telephony Object Model is a windowless component completely running on the client machine. Client applications and/or GUI components can be built using the components of the TOM server.

The TOM Server

The TOM server offers application developers an object-oriented Telephony interface which is based on the Business Logic Component (BLC) of CIE. The TOM server integrates the BLC to a model that encapsulates the BLC from the applications. This enables separation of the business logic functionality from the display of the data.

In summary, the TOM server has the following properties:

  • an object-oriented interface for client applications which is relatively easy to handle.
  • builds on the Telephony interface of CIE (BLC), and converts to a common usable interface.
  • offers a very high level of functionality.
  • is based on the COM technology and provides an additional CORBA interface.
  • has no graphical user interface component which processes in the background.
  • is not a server component in the true sense, but runs on the computer on which the client application is running.

The TOM server gives the client application an abstract interface to the telephony functions available. In other words, real objects such as telephone, agent, call, etc. are seen as objects in the Telephony Interfaces of TOM servers. This abstraction hides the actual implementation of the Interface (BLC) to the upper layers. From the perspective of the client application the objects such as Phone, Call, Agent are available. These are the objects requested by the client application to the appropriate Telephony interface. For the user (the client application), the use of the CIE Telephony interface is transparent.

CIE TOM APIs

In addition to the TOM server, the CIE TOM SDK includes APIs and support for several languages:

  • Java
  • Visual Basic
  • Visual C++
  • Documentation
  • Example code for each Language

You must have access to a CIE system configured for voice services in order to use the CIE TOM SDK.

CIE Telephony Object Model SDK

Starting with CIE Release 2.0, the CIE TOM SDK is included as part of the standard product distribution.

The CIE TOM SDK includes:

  • TOM server
  • Java, Visual Basic and Visual C++ APIs
  • Developer documentation
  • Sample applications

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