Cisco Cisco Computer Telephony Integration Option 9.0 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 7.1(1)
OnSupervisorButtonChange
This event is delivered to define the operations that may be executed successfully
by the supervisor. The operations included in this event are as follows.
by the supervisor. The operations included in this event are as follows.
•
Logout an agent on the team
•
Make an agent on the team ready
•
Enable silent monitor
•
Enable barge-in on agent
•
Enable intercept call
The application uses the bitmask carried by this event, to enable or disable the
functionality listed above. The ProcessSupervisorButtonChange() method in
SupervisorUIManager illustrates how to process this event.
functionality listed above. The ProcessSupervisorButtonChange() method in
SupervisorUIManager illustrates how to process this event.
Monitored Call Events
Note that the majority of events listed with StartMonitoringAgent() are monitored
call events. These events inform the supervisor of monitored agent’s calls
beginning, ending, and changing. The combo desktop uses these events to
populate its monitored calls grid.
call events. These events inform the supervisor of monitored agent’s calls
beginning, ending, and changing. The combo desktop uses these events to
populate its monitored calls grid.
Making Agents Ready and Logging Agents Out
When StartMonitoringAgent() is called for a given agent, the supervisor
application will begin receiving SupervisorButtonChange events. This event may
indicate that the monitored agent is in a state where the supervisor can make the
agent ready or log the agent out. The following paragraphs describe how a
supervisor application can make an agent on the supervisor’s team ready or log
the agent out.
application will begin receiving SupervisorButtonChange events. This event may
indicate that the monitored agent is in a state where the supervisor can make the
agent ready or log the agent out. The following paragraphs describe how a
supervisor application can make an agent on the supervisor’s team ready or log
the agent out.
Key
Value
AgentReference
The UniqueObjectID of the agent to
begin monitoring.
begin monitoring.