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 7.1(1)
Chapter 6 Event Interfaces and Events
IAgentEvents Interface
Parameters
args
Arguments array containing the following fields.
Keyword
Type
Description
PeripheralID
INT
The ICM PeripheralID of the ACD where
the agent state change occurred.
the agent state change occurred.
PeripheralType
SHORT
The type of the peripheral.
AgentState
SHORT
One of the values in
representing the current overall state of
the associated agent.
the associated agent.
SkillGroupNumber
INT
The number of the agent SkillGroup
affected by the state change, as known to
the peripheral. May contain the special
value NULL_SKILL_GROUP when not
applicable or not available.
affected by the state change, as known to
the peripheral. May contain the special
value NULL_SKILL_GROUP when not
applicable or not available.
SkillGroupID
INT
The ICM SkillGroupID of the agent
SkillGroup affected by the state change.
May contain the special value
NULL_SKILL_ GROUP when not
applicable or not available.
SkillGroup affected by the state change.
May contain the special value
NULL_SKILL_ GROUP when not
applicable or not available.
StateDuration
INT
The number of seconds since the agent
entered this state (typically 0).
entered this state (typically 0).
SkillGroupPriority
SHORT
The priority of the skill group, or 0 when
skill group priority is not applicable or
not available.
skill group priority is not applicable or
not available.
EventReasonCode
SHORT
A peripheral-specific code indicating the
reason for the state change.
reason for the state change.
SkillGroupState
SHORT
Values representing the current state of
the associated agent with respect to the
indicated Agent Skill Group.
the associated agent with respect to the
indicated Agent Skill Group.
AgentID
STRING
The agent’s ACD login ID.
AgentExtension
STRING
The agent’s ACD teleset extension.