Cisco Cisco Computer Telephony Integration OS 8.5 Developer's Guide

The CTI OS Developer's Toolkit includes a set of ActiveX controls to enable rapid application 
development. ActiveX controls are typically UI components (there are also ActiveX controls which are 
invisible at run time) that enable easy drag-and-drop creation of custom CTI applications in a variety of 
container applications. Container applications include: Microsoft Visual Basic 6.0, Microsoft Internet 
Explorer, Microsoft Visual C++ 7.1(1), Borland Delphi, Sybase Powerbuilder and other applications 
supporting the OC96 ActiveX standard.

The CTI OS Agent Desktop and CTI OS Supervisor Desktop for IPCC Enterprise applications are both 
Visual Basic applications based on the CTI OS ActiveX controls. 

See also the CTI OS Agent Desktop User Guide for Cisco ICM/IPCC Enterprise & Hosted Editions as 
well as the CTI OS Supervisor Desktop User Guide for Cisco IPCC Enterprise Edition for further 
reference on features of the CTI OS ActiveX controls.

 lists the ActiveX controls included with CTI OS. As seen in the table, CTI OS Controls can 

be grouped into Agent Related Controls, Call Related Buttons, Statistics Controls, and Supervisor 
Controls.

AgentStateCtl

Provides UI to for login, logout, ready, not ready and 
wrapup requests, also enables the use to specify 
reason codes for logout and Not_Ready (if supported 
and configured). 

ChatCtl

Provides UI to send text messages to a supervisor or 
(if allowed) to other agents.

EmergencyAssistCtl

Provides UI to place Emergency and Supervisor 
Assist calls. These calls allow agents to conveniently 
contact a supervisor if they need help. The 
corresponding ICM scripts must be configured in 
order for this control to work.

AlternateCtl

Provides UI for alternate requests. If an agent has 
Call A active and Call B on hold, alternate will put 
call A on hold and make Call B active. Useful during 
consult calls.