Cisco Cisco Computer Telephony Integration Option 9.0 Developer's Guide
5-14
CTI OS Developer’s Guide for Cisco Unified Contact Center Enterprise
Release 8.5(3)
Chapter 5 CTI OS ActiveX Controls
CTI OS ActiveX Control Descriptions
The agent select control is used for supervising agents and becomes active if the currently logged in
agent is a supervisor. When a supervisor logs on, this grid based control displays all agent team members
of a supervisor (configured by Unified ICM), including agent name, AgentID, AgentState, TimeInState
and SkillGroups. The TimeInState column resets in real-time as the agents change state. If an agent
remains in a state for more than 10 minutes, the TimeInState figure displays in red.
agent is a supervisor. When a supervisor logs on, this grid based control displays all agent team members
of a supervisor (configured by Unified ICM), including agent name, AgentID, AgentState, TimeInState
and SkillGroups. The TimeInState column resets in real-time as the agents change state. If an agent
remains in a state for more than 10 minutes, the TimeInState figure displays in red.
Figure 5-6
Agent Select Grid Populated with Sample Data
The agent select control handles the following events:
•
OnNewTeamMember. Informs the supervisor of a new team member or a team member change.
This updates a row in the agentselect grid (add/remove agent).
This updates a row in the agentselect grid (add/remove agent).
•
OnMonitoredAgentStateChange. Informs the supervisor of an agent state change. The new
agentstate displays in the State column and the TimeInState Column is set to zero.
agentstate displays in the State column and the TimeInState Column is set to zero.
•
OnAgentInfo Event.
A supervisor can select a “currently monitored agent” by clicking on an agent displayed in the grid. This
causes a set monitored agent method call on the agent object. Any supervisory action (for example logout
monitored agent – see SupervisorOnlyCtl) is performed on the “currently monitored” agent.
causes a set monitored agent method call on the agent object. Any supervisory action (for example logout
monitored agent – see SupervisorOnlyCtl) is performed on the “currently monitored” agent.
Methods
Table 5-4
Available Methods for AgentSelectCtl
m_eButtonType
nButtonMask
eLoginAgentBtn
ENABLE_LOGIN
eLoginSupervisorBtn
ENABLE_LOGIN
eLogoutBtn
ENABLE_LOGOUT or
ENABLE_LOGOUT_WITH_ REASON
ENABLE_LOGOUT_WITH_ REASON
eReadyBtn
ENABLE_READY
eNotReadyBtn
ENABLE_NOTREADY or
ENABLE_NOTREADY_WITH_REASON
ENABLE_NOTREADY_WITH_REASON
eWorkReadyBtn
ENABLE_WORKREADY
eWorkNotReadyBtn
ENABLE_WORKNOTREADY