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 Release 7.0(0)
Chapter 4 Building Your Application
Building Supervisor Applications
OldUniqueObjectID key. If this key exists, it means that the UniqueObjectID of
a call has changed. OldUniqueObjectID stores the old/obsolete ID of the call.
UniqueObjectID stores the new ID of the call. This new ID will be carried in all
future events for the call. Application logic must be updated based on this
information or new events for the call will not be tracked correctly.
a call has changed. OldUniqueObjectID stores the old/obsolete ID of the call.
UniqueObjectID stores the new ID of the call. This new ID will be carried in all
future events for the call. Application logic must be updated based on this
information or new events for the call will not be tracked correctly.
Intercepting Calls
Once a supervisor has barged into an agent’s call, the supervisor can intercept the
call. This can be done by calling the Agent.SuperviseCall() method. The target
of the SuperviseCall() method is the current agent (the agent object that represents
the supervisor). The parameter to the method is an Arguments object with the
following key/value pairs.
call. This can be done by calling the Agent.SuperviseCall() method. The target
of the SuperviseCall() method is the current agent (the agent object that represents
the supervisor). The parameter to the method is an Arguments object with the
following key/value pairs.
Calling this method will remove the agent from the call. This means that
MonitoredEndCall events will be received for the agent. Also,
SupervisorButtonChange events will be sent to reflect the current state of the
monitored agent.
MonitoredEndCall events will be received for the agent. Also,
SupervisorButtonChange events will be sent to reflect the current state of the
monitored agent.
Updating Monitored Call Data
Setting monitored call data is very similar to setting call data on an agent’s call.
The only difference is that the monitored call is the target of the
Call.SetCallData() method. The currently monitored call can be retrieved by
calling Agent.GetMonitoredCall() where the current agent (the agent object that
represents the supervisor) is the target of the Agent.GetMonitoredCall() method.
The only difference is that the monitored call is the target of the
Call.SetCallData() method. The currently monitored call can be retrieved by
calling Agent.GetMonitoredCall() where the current agent (the agent object that
represents the supervisor) is the target of the Agent.GetMonitoredCall() method.
Key
Value
AgentReference
The UniqueObjectID of the currently
monitored agent
monitored agent
CallReference
The UniqueObjectID of the currently
monitored call
monitored call
SupervisoryAction
The value 4. For the .NET CIL, this is
SupervisoryAction.eSupervisorIntercept
SupervisoryAction.eSupervisorIntercept