Which two application use cases can be developed using Cisco UCM CTI (TAPI/JTAPI)? (Choose two.)

Question

Exhibit

Options

• Acollaborative file sharing tool
• Binteractive voice response system
• Ccontact center solution
• Dinstant messaging client
• Ecalendaring application

• A
  9% (3)
• B
  74% (26)
• C
  3% (1)
• D
  3% (1)
• E
  11% (4)

Explanation

The correct answers are B (Interactive Voice Response system) and C (Contact Center solution) - both are classic CTI telephony integration scenarios.

Why B and C are correct: Cisco UCM CTI via TAPI/JTAPI is designed to enable Computer Telephony Integration - connecting phone system functions (call control, monitoring, routing) to software applications. IVR systems use CTI to programmatically answer calls and play prompts/collect DTMF input, while contact center solutions use it for features like screen pops, call queuing, agent status, and ACD (Automatic Call Distribution). These are the primary design targets of TAPI/JTAPI.

Why the distractors are wrong:

• A (File sharing): Purely a data/collaboration domain - no telephony integration needed; uses protocols like SMB or WebRTC data channels.
• D (Instant messaging): Cisco IM is handled via XMPP/Jabber protocols, not CTI APIs.
• E (Calendaring): Scheduling is handled by protocols like CalDAV or Exchange - completely outside CTI scope.

Memory tip: Think of CTI as "phone control from software." If the use case requires answering, routing, or interacting with a phone call programmatically, TAPI/JTAPI fits. If it's about sharing data, chatting, or scheduling without call control, it's not a CTI use case.

Note: The question asks to choose two - the complete correct answer is B and C, not B alone.

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