Cisco Cisco Computer Telephony Integration OS 8.5 Developer's Guide

Chapter 4 Building Your Application

Working with Agent Statistics

4-66

CTI OS Developer’s Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.1(1)

Note

The agent to monitor must be logged in Agent mode before a Monitor-mode
application can receive statistics for that agent.

CTI OS has a limitation in providing monitor-mode support to build agent
desktop call-control applications, as well as in terms of having the ability to
rely on button enablement messages.

Step 1

Create an instance of the Session class, as described on page 4-29.

Step 2

Subscribe for events for the session, as described on page 4-30.

Note

You must register to receive agent events; therefore, in the
AddEventListener() method you must use as a parameter the field

CtiOs_Enums.SubscriberList.eAgentList

Step 3

Set connection parameters, as described on page 4-30.

Step 4

Connect the desktop application to the CTI OS Server, as described on page 4-31.

Step 5

Set a String variable to store the ID of the agent for which you want statistics.

Note

The application must be aware of the Agent ID and the agent’s
Peripheral ID for any agent to monitor; the application cannot
dynamically get these values from CTI OS Server.

Step 6

Set the message filter as described on page 4-38.

Create String for the filter using the keyword

CTIOS_MESSAGEID

as the name,

and “*;agentID” as the value.

Note

The “*;” indicates all events for that agent.

Create an instance of the Arguments class.

Set the value in the filter for the CTIOS_FILTER keyword to the String
created in Step a.