/mcpJTAPI Overview Cisco Unified JTAPI serves as a programming interface standard developed by Sun Microsystems for use with Java-based computer–telephony applications. Cisco JTAPI implements the Sun JTAPI 1.2 specification with additional Cisco extensions. You use Cisco JTAPI to develop applications that: • Control and observe Cisco Unified Communications Manager phones. • Route calls by using Computer–Telephony Integration (CTI) ports and route points (virtual devices). Basic telephony APIs that are supported comprises conference, transfer, connect, answer, and redirect APIs. A package of JTAPI interfaces, located in the javax.telephony.* hierarchy, defines a programming model by which Java applications interact with telephony resources. For more information about interfaces, see Cisco Unified JTAPI Classes and Interfaces, on page 1605. This section describes the following subjects: • Cisco Unified JTAPI and Contact Centers, on page 15 • Cisco Unified JTAPI and Enterprises, on page 15 • Cisco Unified JTAPI Applications, on page 16 • Jtprefs Application, on page 17 Cisco Unified JTAPI and Contact Centers Cisco Unified JTAPI gets used in a contact center to monitor device status and to issue routing instructions to send calls to the right place at the right time, to start and stop recording instructions while retrieving call statistics for analysis; and to screen-pop calls into CRM applications, automated scripting, and remote call control. Cisco Unified JTAPI and Enterprises Cisco Unified JTAPI, used in an enterprise environment, combines user availability, location, and preferences for a uniquely tailored environment for presence-based routing. For example, in a financial environment, market data, business logic, and call control combine in a browser-based application to enable brokers and analysts to respond to rapid changes in the global financial markets. In a heathcare environment, call control, doctor/patient lookup, and emergency response team paging combine in a browser-based console. Further, in a hospitality environment, caller data gets linked with POS systems to automate room or restaurant reservations, dispatch taxis, and schedule wakeup calls. The following figure shows a typical Cisco Unified Communications Manager and Cisco Unified JTAPI in an enterprise configuration. Cisco Unified JTAPI Developers Guide for Cisco Unified Communications Manager, Release 15 and SUs 15 Overview JTAPI Overview