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 6 Event Interfaces and Events
IAgentEvents Interface
The following table provides the AgentState values.
enum Value
Description
Numeric
Value
eLogin
The agent has logged on to the ACD. It does not necessarily
indicate that the agent is ready to accept calls.
indicate that the agent is ready to accept calls.
0
eLogout
The agent has logged out of the ACD and cannot accept any
additional calls.
additional calls.
1
eNotReady
The agent is unavailable for any call work.
2
eAvailable
The agent is ready to accept a call.
3
eTalking
The agent is currently talking on a call (inbound, outbound, or
inside).
inside).
4
eWorkNotReady
The agent is performing after call work, but will not be ready to
receive a call when completed.
receive a call when completed.
5
eWorkReady
The agent is performing after call work, and will be ready to
receive a call when completed.
receive a call when completed.
6
eBusyOther
The agent is busy performing a task associated with another active
SkillGroup.
SkillGroup.
7
eReserved
The agent is reserved for a call that will arrive at the ACD shortly.
8
eUnknown
The agent state is currently unknown.
9
eHold
The agent currently has all calls on hold.
10
Note
Not all switches support all the states listed in
, and no assumptions should be made about
which states are supported on a particular switch without verification.
OnAgentStatistics
The OnAgentStatistics event is fired to the client to indicate that a request to enable agent statistics (via
the EnableAgentStatistics method) was received by the CTIServer. The arrival of events event is
determined by the configuration on the server.
the EnableAgentStatistics method) was received by the CTIServer. The arrival of events event is
determined by the configuration on the server.
The table under Parameters details all the agent statistics that could be received. To optimize bandwidth,
the default configuration on the server is set to minimize the agent statistics sent. Only the statistics that
the Agent Statistics grid is configured for are sent to the client. Refer to the CTI OS System Manager’s
Guide for Cisco ICM/IPCC Enterprise & Hosted Editions for details on how to configure the agent
statistics grid and minimize agent statistics.
the default configuration on the server is set to minimize the agent statistics sent. Only the statistics that
the Agent Statistics grid is configured for are sent to the client. Refer to the CTI OS System Manager’s
Guide for Cisco ICM/IPCC Enterprise & Hosted Editions for details on how to configure the agent
statistics grid and minimize agent statistics.
Syntax
C++:
void OnAgentStatistics (Arguments & args);
COM:
HRESULT OnAgentStatistics ([in] IArguments * args);
VB:
Session_ OnAgentStatistics (ByVal args as CTIOSCLIENTLIB.IArguments)