Cisco Cisco Computer Telephony Integration Option 9.0 Developer's Guide
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CTI OS Developer’s Guide for Cisco Unified Contact Center Enterprise
Release 8.5(3)
Chapter 4 Building Your Application
Building Supervisor Applications
•
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.
The ProcessSupervisorButtonChange() method in SupervisorUIManager illustrates how to process this
event.
Monitored Call Events
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.
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 begins receiving
SupervisorButtonChange events. This event can 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.
SupervisorButtonChange events. This event can 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.
To make an agent ready, the desktop calls the method Agent.SetAgentState(). When calling this method,
the agent object representing the monitored agent is used as the target of the method. The parameter is
an Arguments object populated with the following key/value pairs:
the agent object representing the monitored agent is used as the target of the method. The parameter is
an Arguments object populated with the following key/value pairs:
Table 4-9
Agent.SetAgentState Parameter.
To logout an agent, the desktop calls the method Agent.SetAgentState(). When calling this method, the
agent object representing the monitored agent is used as the target of the method. The parameter is an
Arguments object populated with the following key/value pairs:
agent object representing the monitored agent is used as the target of the method. The parameter is an
Arguments object populated with the following key/value pairs:
Key
Value
SupervisorID
The ID of the supervisor who is making the agent ready. This value
is the value of the AgentID key associated with the current agent
(the current agent is the agent passed into the call to
Session.SetAgent() when first logging in the agent).
is the value of the AgentID key associated with the current agent
(the current agent is the agent passed into the call to
Session.SetAgent() when first logging in the agent).
AgentState
The state to which to set the agent. In this case, the state is ready
(integer with value 3).
(integer with value 3).