Cisco Cisco Computer Telephony Integration Option 8.5 Developer's Guide
9-27
CTI OS Developer’s Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
Cisco CTI OS Release 7.2(1)
Chapter 9 Agent Object
Methods
MakeEmergencyCall
The MakeEmergencyCall method makes an emergency call to the Agent’s supervisor.
Syntax
C++:
int MakeEmergencyCall ()
int MakeEmergencyCall (Arguments& reserved_args)
COM:
HRESULT MakeEmergencyCall (/*[in, optional]*/ IArguments reserved_args, /* [out,
retval]*/ int * errorcode)
VB:
MakeEmergencyCall () As Long
MakeEmergencyCall (reserved_args As CTIOSCLIENTLib.IArguments) As Long
Java:
int MakeEmergencyCall (Arguments args)
.NET:
CilError MakeEmergencyCall(Arguments args)
Parameters
reserved_args
Not currently used, reserved for future use.
Java/.NET: args
Not currently used, reserved for future use.
errorcode
An output parameter (return parameter in VB) that contains an error code from
in
Return Value
Default CTI OS return values. See
Remarks
The MakeEmergencyCall request is very similar to the RequestSupervisorAssist request in the following
two ways:
two ways:
•
Both requests place a call from the requesting agent to a supervisor and are routed employing the
same script. A typical script might attempt to route the call to the primary supervisor first (if logged
in and in available state) and, failing that, to route the call to a skillgroup that all supervisors belong
to.
same script. A typical script might attempt to route the call to the primary supervisor first (if logged
in and in available state) and, failing that, to route the call to a skillgroup that all supervisors belong
to.
•
Both call requests can be configured through ICM Agent Desk Settings to be performed via a single
step conference or consult call. If the consult method is chosen, the agent can complete the
established consult call as a transfer or conference.
step conference or consult call. If the consult method is chosen, the agent can complete the
established consult call as a transfer or conference.
However, these two requests have the following important differences:
•
Only Emergency calls are able to be recorded, if so configured in the ICM Agent Desk Settings.
•
The calls are reported separately in ICM reporting.
Having these two separate requests gives a site some flexibility in implementing supervisor help for its
agents, instructing agents to use one for certain cases and the other for different situations. In general,
use the MakeEmercenyCall method for higher priority calls than calls made with the
agents, instructing agents to use one for certain cases and the other for different situations. In general,
use the MakeEmercenyCall method for higher priority calls than calls made with the