Cisco Cisco Computer Telephony Integration Option 8.5 Developer's Guide
4-69
CTI OS Developer’s Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
Cisco CTI OS Release 7.2(1)
Chapter 4 Building Your Application
Building Supervisor Applications
Figure 4-7
Message Flow between the Application and the CTI OS Server
The requests leading up to and including Agent.StartMonitoringAgent() is in
CTIObject.StartMonitoringAgent(). When writing a supervisor application, the developer should call
Agent.RequestAgentTeamList() and Agent.StartMonitoringAllAgentTeams(). The developer should
call these methods once the supervisor has logged in. In the CTIOS Toolkit Combo Desktop, this is done
when processing the eAgentStateEvent in the SupervisorUIManager class’ ProcessAgentStateEvent()
method. SupervisorUIManager checks to see that the current agent is a supervisor. If so and if
CTIObject.StartMonitoringTeams() has not already been called, CTIObject.StartMonitoringTeams() is
called. CTIObject.StartMonitoringTeams() then calls Agent.RequestAgentTeamList() and
Agent.StartMonitoringAllAgentTeams().
CTIObject.StartMonitoringAgent(). When writing a supervisor application, the developer should call
Agent.RequestAgentTeamList() and Agent.StartMonitoringAllAgentTeams(). The developer should
call these methods once the supervisor has logged in. In the CTIOS Toolkit Combo Desktop, this is done
when processing the eAgentStateEvent in the SupervisorUIManager class’ ProcessAgentStateEvent()
method. SupervisorUIManager checks to see that the current agent is a supervisor. If so and if
CTIObject.StartMonitoringTeams() has not already been called, CTIObject.StartMonitoringTeams() is
called. CTIObject.StartMonitoringTeams() then calls Agent.RequestAgentTeamList() and
Agent.StartMonitoringAllAgentTeams().
If these requests are successful, the desktop will begin receiving OnNewAgentTeamMember,
OnMonitoredAgentStateChange, and MonitoredAgentInfoEvent events. The next sections describe how
to handle each of these events.
OnMonitoredAgentStateChange, and MonitoredAgentInfoEvent events. The next sections describe how
to handle each of these events.
OnNewAgentTeamMember
OnNewAgentTeamMember events should be processed as follows.
The OnNewAgentTeamMember event is received for two possible reasons. They are as follows.
1.
After the application calls Agent.RequestAgentTeamList(), OnNewAgentTeamMember events are
sent for each member of the supervisor’s team.
sent for each member of the supervisor’s team.
2.
An agent has been added or removed from the supervisor’s team.