Cisco Cisco Computer Telephony Integration Option 9.0 Developer's Guide
4-59
CTI OS Developer’s Guide for Cisco Unified Contact Center Enterprise
Release 8.5(3)
Chapter 4 Building Your Application
Enabling Silent Monitor in Your Application
args.SetValue(Enum_CtiOs.CTIOS_AGENTREFERENCE, monAgentID) ;
args.SetValue(Enum_CtiOs.CTIOS_AGENTCALLREFERENCE, monCallID) ;
args.SetValue(
Enum_CtiOs.CTIOS_SUPERVISORYACTION,
SupervisoryAction.eSupervisorMonitor) ;
CilError ret = curAgent.SuperviseCall(args) ;
Determining if the Current Agent is Being Silently Monitored
If an application needs to determine if the current agent is being silently monitored, then compare the
current agent unique object id against the silent monitor target agent unique id carried in the
SilentMonitorStartedEvent.
current agent unique object id against the silent monitor target agent unique id carried in the
SilentMonitorStartedEvent.
Code Sample for Determining if the Current Agent is the Target of a Silent Monitor Call
Note
The parameter args carries the payload of an OnSilentMonitorStartedEvent
.
public
bool
IsCurrentAgentTargetAgent(Arguments args)
{
bool
isTarget =
false
;
if
( m_ctiSession !=
null
)
{
Agent rAgent = m_ctiSession.GetCurrentAgent() ;
if
( rAgent !=
null
)
{
string
curAgentUID ;
rAgent.GetValueString(Enum_CtiOs.CTIOS_UNIQUEOBJECTID,
out
curAgentUID) ;
if
( curAgentUID !=
null
)
{
string
targetAgentUID ;
args.GetValueString(
Enum_CtiOs.CTIOS_SILENTMONITOR_TARGET_AGENTUID,
out
targetAgentUID) ;
if
( targetAgentUID !=
null
)
{
isTarget = curAgentUID == targetAgentUID;
}
}
}
}
return
isTarget ;
}
Ending a CCM Based Silent Monitor Request
CCM based silent monitoring is stopped using the SuperviseCall method associated with the supervisor's
Agent object. To stop silent monitor, set the SupervisoryAction parameter to eSupervisorClear. Set the
AgentReference parameter to the unique object ID of the agent currently silent monitored. Set the
Agent object. To stop silent monitor, set the SupervisoryAction parameter to eSupervisorClear. Set the
AgentReference parameter to the unique object ID of the agent currently silent monitored. Set the