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
Working with Calls
The CTI Toolkit Combo Desktop .NET sample shows how to use this information to display a wrapup
dialog that allows the agent to select from a set of pre-configured wrapup strings after an inbound call
goes into wrapup state. (See ProcessOnAgentStateEvent in SoftphoneForm.cs) On an agent state change
event, if the state changes to WorkReady or WorkNotready state, this indicates that the agent has
transitioned to call wrapup state. The CTI OS server will provide the following key/value pairs in the
event arguments to aid in determining whether wrapup data may be associated with the call and whether
that data is required or optional.
dialog that allows the agent to select from a set of pre-configured wrapup strings after an inbound call
goes into wrapup state. (See ProcessOnAgentStateEvent in SoftphoneForm.cs) On an agent state change
event, if the state changes to WorkReady or WorkNotready state, this indicates that the agent has
transitioned to call wrapup state. The CTI OS server will provide the following key/value pairs in the
event arguments to aid in determining whether wrapup data may be associated with the call and whether
that data is required or optional.
CTIOS_INCOMINGOROUTGOING indicates the direction of the call. The defined values are
0 = the direction of the call is unknown
1 = the call is an incoming call and the agent may enter wrapup data
2 = the call is an outgoing call and the agent may not enter wrapup data
This value may be obtained using the GetValueInt method on the Agent object.
CTIOS_WRAPUPOKENABLED indicates whether wrapup data is required for the recently ended call.
A value of false indicates that wrapup data is not required. A value of true indicates that wrapup data is
required. (In the Combo Desktop sample, this value is used as a boolean to determines whether the "Ok"
button on the wrapup dialog is enabled when no wrapup information has been selected.) This value may
be obtained using the GetValueBool method on the Agent object.
A value of false indicates that wrapup data is not required. A value of true indicates that wrapup data is
required. (In the Combo Desktop sample, this value is used as a boolean to determines whether the "Ok"
button on the wrapup dialog is enabled when no wrapup information has been selected.) This value may
be obtained using the GetValueBool method on the Agent object.
The wrapup strings that are configured on CTI OS server are sent to the client during the login procedure
and are stored under the keyword CTIOS_INCOMINGWRAPUPSTRINGS as an Arguments array
within the Agent object. They can be obtained using the GetValueArray method on the Agent object. For
information on how to configure wrapup strings on CTI OS server see Chapter 4 of the CTIOS System
Manager's Guide.
and are stored under the keyword CTIOS_INCOMINGWRAPUPSTRINGS as an Arguments array
within the Agent object. They can be obtained using the GetValueArray method on the Agent object. For
information on how to configure wrapup strings on CTI OS server see Chapter 4 of the CTIOS System
Manager's Guide.
Logout and NotReady Reason Codes
Depending upon the configuration of IPCC or the configuration of CTIOS server, the agent/supervisor
desktop may be required to supply a reason code when requesting an agent state change to Logout or
NotReady state. The CTI Toolkit Combo Desktop .NET sample provides examples of how to implement
reason codes in an agent/supervisor desktop. (See the btnLogout_Click and btnNotReady_Click
methods in SoftphoneForm.cs)
desktop may be required to supply a reason code when requesting an agent state change to Logout or
NotReady state. The CTI Toolkit Combo Desktop .NET sample provides examples of how to implement
reason codes in an agent/supervisor desktop. (See the btnLogout_Click and btnNotReady_Click
methods in SoftphoneForm.cs)
CTI OS server informs the CTI OS client of this configuration during the login process and the
information is stored in the following properties on the Agent object:
information is stored in the following properties on the Agent object:
CTIOS_LOGOUTREASONREQUIRED - This boolean value indicates whether a reason code is
required for logout. A value of true indicates that a reason code is required. A value of false indicates
that a reason code is not required. This value can be obtained using the GetValueBool method on the
Agent object.
required for logout. A value of true indicates that a reason code is required. A value of false indicates
that a reason code is not required. This value can be obtained using the GetValueBool method on the
Agent object.
CTIOS_LOGOUTREASONCODES - This Arguments array provides a list of the logout reason codes
configured on CTIOS server. They can be obtained using the GetValueArray method on the Agent object.
configured on CTIOS server. They can be obtained using the GetValueArray method on the Agent object.
CTIOS_NOTREADYREASONREQUIRED - This boolean value indicates whether a reason code is
required when setting an agent to NotReady state. A value of true indicates that a reason code is required.
A value of false indicates that a reason code is not required. This value can be obtained using the
GetValueBool method on the Agent object.
required when setting an agent to NotReady state. A value of true indicates that a reason code is required.
A value of false indicates that a reason code is not required. This value can be obtained using the
GetValueBool method on the Agent object.
CTIOS_NOTREADYREASONCODES - This Arguments array provides a list of the not ready reason
codes configured on CTIOS server. They can be obtained using the GetValueArray method on the Agent
object.
codes configured on CTIOS server. They can be obtained using the GetValueArray method on the Agent
object.