Cisco Cisco Computer Telephony Integration Option 9.0 Developer's Guide

This interface fires Agent events to a supervisor for his team members. IMonitoredAgentEvents are 
triggered by the supervisor sending a StartMonitoringAllAgentTeams request (see 

). For details on the event parameters please see the IAgentEvents interface.

The most common event being handled is the OnMonitoredAgentStateChange event, which informs a 
supervisor of agent state changes of agents in the supervisor’s team. All the parameters are the same as 
for regular OnAgentStateChange events, except for an additional keyword called 
CTIOS_MONITORED, which indicates that this event is for a monitored agent. 

List of Monitored Agent events:

OnMonitoredAgentStateChange([in] IArguments *pIArguments);

OnMonitoredAgentInfoEvent([in] IArguments *pIArguments);

The events in this section are supported for use with IPCC only.

This interface fires Call events to a supervisor for one of his agent team members. When the supervisor 
sends a StartMonitoringAgent request (see 

), the supervisor will start 

receiving MonitoredCallEvents for this “currently” monitored agent. Monitored call events will be 
received until the supervisor sends a StopMonitoringAgent request for this agent.

The IMonitoredCallEvents interface includes OnMonitoredCallBegin, OnMonitoredCallEnd, and 
OnMonitoredCallDataUpdate as well as other call events (see list below). These events are described in 
detail for the ICallEventsInterface. The only difference is that the arguments array contains an additional 
keyword call CTIOS_MONITORED, indicating that this event is for a monitored call. 

List of Monitored Call events:

      OnMonitoredCallBegin([in] IArguments *pIArguments);

      OnMonitoredCallEnd([in] IArguments *pIArguments);

      OnMonitoredCallDataUpdate([in] IArguments *pIArguments);

      OnMonitoredCallDelivered([in] IArguments *pIArguments);

      OnMonitoredCallEstablished([in] IArguments *pIArguments);

      OnMonitoredCallHeld([in] IArguments *pIArguments);

      OnMonitoredCallRetrieved([in] IArguments *pIArguments);

      OnMonitoredCallCleared([in] IArguments *pIArguments);

      OnMonitoredCallConnectionCleared([in] IArguments *pIArguments);

      MonitoredCallReachedNetworkEvent([in] IArguments *pIArguments);

      OnMonitoredCallOriginated([in] IArguments *pIArguments);

      OnMonitoredCallFailed([in] IArguments *pIArguments);

      OnMonitoredCallTransferred([in] IArguments *pIArguments);

      OnMonitoredCallConferenced([in] IArguments *pIArguments);

      OnMonitoredCallDiverted([in] IArguments *pIArguments);

      OnMonitoredTranslationRoute([in] IArguments *pIArguments);