Cisco Cisco Computer Telephony Integration Option 9.0 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 5 CTI OS ActiveX Controls
CTI OS ActiveX Control Descriptions
BadLineCtl
The Bad Line Control is a button that provides UI for reporting a Bad Line. This request will generate a
database entry in ICM and is an indicator for voice/equipment problems.
database entry in ICM and is an indicator for voice/equipment problems.
CallAppearanceCtl
The CallAppearance Control is a grid based control displaying call information, including call status and
call context data (i.e., CallVariable1 through CallVariable10 and ECC variables).
call context data (i.e., CallVariable1 through CallVariable10 and ECC variables).
Figure 5-6
CallAppearance Control Displaying Two Calls
Each incoming or outgoing call is displayed in one row in the grid. When a call first arrives, it will
usually show a status of “Ringing”, until it is answered. A call can be answered by double clicking the
call in the grid as well clicking on the Answer Button. Some columns in the CallAppearance grid can be
edited if so configured (for example, the Columns displaying Callvariables) by clicking on the cell to be
edited.
usually show a status of “Ringing”, until it is answered. A call can be answered by double clicking the
call in the grid as well clicking on the Answer Button. Some columns in the CallAppearance grid can be
edited if so configured (for example, the Columns displaying Callvariables) by clicking on the cell to be
edited.
The grid can display multiple calls (see
). If the grid is displaying multiple calls, a user can
select a call by clicking anywhere on the row where the call is displayed. This will highlight the whole
row displaying this call (e.g. in
row displaying this call (e.g. in
the call with id 16777886 is currently selected). Any button
controls (e.g., Answer, Release, Hold,) will enable or disable themselves based on the state the newly
selected call is in.
selected call is in.
The CallAppearance grid handles most call related events. It will display a call as soon as it receives an
eCallBeginEvent. It will update the CallStatus and CallContext (CallVariables and ECC variables) on
eCallDataUpdate and other call events (eServiceInitiated, eCallEstablished,). It will erase the call from
the grid when it receives an eCallEnd event.
eCallBeginEvent. It will update the CallStatus and CallContext (CallVariables and ECC variables) on
eCallDataUpdate and other call events (eServiceInitiated, eCallEstablished,). It will erase the call from
the grid when it receives an eCallEnd event.
The CallAppearance grid can be in one of two modes. In “normal” mode it will show any calls for the
agent/supervisor logged in; in “monitored” mode (only for supervisor), the CallAppearance grid will
display all calls for a currently monitored agent (see Agent Select grid). A supervisor can then select a
“monitored call” by clicking on a row in the grid to perform supervisory functions like barge-in or
intercept (see SupervisorOnly control).
agent/supervisor logged in; in “monitored” mode (only for supervisor), the CallAppearance grid will
display all calls for a currently monitored agent (see Agent Select grid). A supervisor can then select a
“monitored call” by clicking on a row in the grid to perform supervisory functions like barge-in or
intercept (see SupervisorOnly control).
Related Methods
The following methods may be of interest to users of the call appearance control.