Cisco Cisco Computer Telephony Integration Option 8.5 Developer's Guide
Chapter 4 Building Your Application
Building Supervisor Applications
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CTI OS Developer’s Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
changes related to dynamic reskilling. The CIL contains logic that processes the
MonitoredAgentStateEvent and determines whether or not an agent has been
added or removed from a skill group. The changes in the agent’s skill group
membership are reflected in the agent object’s properties.
MonitoredAgentStateEvent and determines whether or not an agent has been
added or removed from a skill group. The changes in the agent’s skill group
membership are reflected in the agent object’s properties.
MonitoredAgentInfoEvent
This event can be used to populate the following agent information.
•
AgentID
•
AgentFirstName
•
AgentLastName
•
LoginName
Time in State
If your application needs to track an agent’s time in state, it can be done as
follows. The algorithm is contained in AgentSelectGridHelper.cs. The first part
of the algorithm resides in the AgentData.UpdateData() method. This method
decides if the agent’s state duration is known or unknown. An agent’s state
duration is unknown if the agent has just been added to the grid or if the agent’s
state has not changed since being added to the grid. If a state change is detected
after the agent has been added to the grid, the time of the state change is marked.
follows. The algorithm is contained in AgentSelectGridHelper.cs. The first part
of the algorithm resides in the AgentData.UpdateData() method. This method
decides if the agent’s state duration is known or unknown. An agent’s state
duration is unknown if the agent has just been added to the grid or if the agent’s
state has not changed since being added to the grid. If a state change is detected
after the agent has been added to the grid, the time of the state change is marked.
Second, there is a timer callback that the AgentSelectGridHelper class starts when
the grid is initialized. The timer callback fires every ten seconds. When the
callback fires, the method AgentSelectGridHelper.m_durationTimer_Tick()
cycles through all of the rows in the grid. Each row who’s Time in State column
is not unknown, has its value set to the time the agent changed state minus the
current time.
the grid is initialized. The timer callback fires every ten seconds. When the
callback fires, the method AgentSelectGridHelper.m_durationTimer_Tick()
cycles through all of the rows in the grid. Each row who’s Time in State column
is not unknown, has its value set to the time the agent changed state minus the
current time.
SkillInfoEvent
SkillInfoEvents are sent to the CIL when skillgroup statistics are enabled using
the Agent.EnableSkillGroupStatistics() method. These events are used to
populate the fields in the Skill Name column of the team grid. SkillInfoEvents
carry the ID of a skill group and its corresponding name. The
the Agent.EnableSkillGroupStatistics() method. These events are used to
populate the fields in the Skill Name column of the team grid. SkillInfoEvents
carry the ID of a skill group and its corresponding name. The