Cisco Cisco Computer Telephony Integration Option 8.5 Developer's Guide
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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
object carried with the event, the application should use the arguments associated with the agent object
cached by the CIL. This is done to correctly handle skill group membership changes related to dynamic
reskilling. The CIL contains logic that processes the OnMonitoredAgentStateChange and determines
whether or not an agent has been added or removed from a skill group. The changes in the agent’s skill
group membership are reflected in the agent object’s properties.
cached by the CIL. This is done to correctly handle skill group membership changes related to dynamic
reskilling. The CIL contains logic that processes the OnMonitoredAgentStateChange and determines
whether or not an agent has been added or removed from a skill group. The changes in the agent’s skill
group membership are reflected in the agent object’s properties.
OnMonitoredAgentInfo Event
This event can be used to populate the following agent information.
•
AgentID
•
AgentFirstName
•
AgentLastName
•
LoginName
Time in State
If your application needs to track an agent’s time in state, it can be done as follows. The algorithm is
contained in AgentSelectGridHelper.cs. The first part of the algorithm resides in the
AgentData.UpdateData() method. This method decides if the agent’s state duration is known or
unknown. An agent’s state duration is unknown if the agent has just been added to the grid or if the
agent’s state has not changed since being added to the grid. If a state change is detected after the agent
has been added to the grid, the time of the state change is marked.
contained in AgentSelectGridHelper.cs. The first part of the algorithm resides in the
AgentData.UpdateData() method. This method decides if the agent’s state duration is known or
unknown. An agent’s state duration is unknown if the agent has just been added to the grid or if the
agent’s state has not changed since being added to the grid. If a state change is detected after the agent
has been added to the grid, the time of the state change is marked.
Second, there is a timer callback that the AgentSelectGridHelper class starts when the grid is initialized.
The timer callback fires every ten seconds. When the callback fires, the method
AgentSelectGridHelper.m_durationTimer_Tick() cycles through all of the rows in the grid. Each row
who’s Time in State column is not unknown, has its value set to the time the agent changed state minus
the current time.
The timer callback fires every ten seconds. When the callback fires, the method
AgentSelectGridHelper.m_durationTimer_Tick() cycles through all of the rows in the grid. Each row
who’s Time in State column is not unknown, has its value set to the time the agent changed state minus
the current time.
OnSkillInfo Event
OnSkillInfo events are sent to the CIL when skillgroup statistics are enabled using the
Agent.EnableSkillGroupStatistics() method. These events are used to populate the fields in the Skill
Name column of the team grid. OnSkillInfo events carry the ID of a skill group and its corresponding
name. The AgentSelectGridHelper processes this event by storing a mapping of skill group IDs to skill
group names. After the map is updated, each field in the Skill Name column is updated to reflect the
new skill name.
Agent.EnableSkillGroupStatistics() method. These events are used to populate the fields in the Skill
Name column of the team grid. OnSkillInfo events carry the ID of a skill group and its corresponding
name. The AgentSelectGridHelper processes this event by storing a mapping of skill group IDs to skill
group names. After the map is updated, each field in the Skill Name column is updated to reflect the
new skill name.
Populating an Agent Grid
If your application would like to display agent team information in a grid similar to the one used by the
CTIOS Toolkit Combo Desktop, the following table illustrates which events supply information for each
column.
CTIOS Toolkit Combo Desktop, the following table illustrates which events supply information for each
column.