Cisco Cisco Computer Telephony Integration Option 9.0 Developer's Guide
9-26
CTI OS Developer’s Guide for Cisco Unified Contact Center Enterprise
Release 8.5(3)
Chapter 9 Agent Object
Methods
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Both requests place a call from the requesting agent to a supervisor and are routed employing the
same script. A typical script might attempt to route the call to the primary supervisor first (if logged
in and in available state) and, failing that, to route the call to a skillgroup that all supervisors belong
to.
same script. A typical script might attempt to route the call to the primary supervisor first (if logged
in and in available state) and, failing that, to route the call to a skillgroup that all supervisors belong
to.
•
You can configure Unified ICM Agent Desk Settings to make both call requests via a single step
conference or consult call. If the consult method is chosen, the agent can complete the established
consult call as a transfer or conference.
conference or consult call. If the consult method is chosen, the agent can complete the established
consult call as a transfer or conference.
These two requests have the following important differences:
•
Only Emergency calls can be recorded, if so configured in the Unified ICM Agent Desk Settings.
•
The calls are reported separately in Unified ICM reporting.
Having these two separate requests gives a site some flexibility in implementing supervisor help for its
agents, instructing agents to use one for certain cases and the other for different situations. In general,
use the MakeEmergencyCall method for higher priority calls than calls made with the
RequestSupervisorAssist method. For example, you can train agents to click the Emergency button if the
customer has more than $1,000,000 in an account, and otherwise to click the Supervisor Assist button.
The Supervisor can differentiate the agent’s request by noting the CallType.
agents, instructing agents to use one for certain cases and the other for different situations. In general,
use the MakeEmergencyCall method for higher priority calls than calls made with the
RequestSupervisorAssist method. For example, you can train agents to click the Emergency button if the
customer has more than $1,000,000 in an account, and otherwise to click the Supervisor Assist button.
The Supervisor can differentiate the agent’s request by noting the CallType.
The MakeEmergencyCall request is specific to the Supervisor feature and should only be used on
switches or configurations that have the necessary support (currently, Unified CCE only). The client
issuing the request receives an OnEmergencyCall event when the request reaches an available
supervisor. If the request is unsuccessful the client receives an OnControlFailureConf event.
switches or configurations that have the necessary support (currently, Unified CCE only). The client
issuing the request receives an OnEmergencyCall event when the request reaches an available
supervisor. If the request is unsuccessful the client receives an OnControlFailureConf event.
QueryAgentState
The QueryAgentState method lets a client retrieve the current state of the agent.
Syntax
C++:
int QueryAgentState (Arguments & args );
COM:
HRESULT QueryAgentState ( /*[in]*/ IArguments * args, /*[out,retval]*/ int *
errorcode );
VB:
QueryAgentState (ByVal args as CTIOSCLIENTLIB.IArguments) As Long
Java:
int QueryAgentState (Arguments args)
.NET:
CilError QueryAgentState(Arguments args)
Input Parameters
args
Arguments array that contains the parameters listed in the following table.
Table 9-12
QueryAgentState Parameters
Keyword
Type
Description
Agent ID
STRING
Agent’s login ID.
AgentInstrument
STRING
Agent’s instrument number.