Cisco Cisco Computer Telephony Integration Option 8.5 Developer's Guide
Chapter 4 Building Your Application
Building Supervisor Applications
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CTI OS Developer’s Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.1(1)
currently monitored agent. If the agent’s state is talking, hold, or reserved the
monitored agent is involved in one or more calls and will not be logged out until
the agent has been disconnected from all calls. This is illustrated in
SupervisorUIManager.m_btnMonLogoutAgentClick().
monitored agent is involved in one or more calls and will not be logged out until
the agent has been disconnected from all calls. This is illustrated in
SupervisorUIManager.m_btnMonLogoutAgentClick().
Successfully calling Agent.SetAgentState() should be followed by one or more
SupervisorButtonChange and MonitoredAgentEvents reflecting the change in the
monitored agent’s state.
SupervisorButtonChange and MonitoredAgentEvents reflecting the change in the
monitored agent’s state.
Monitoring Calls
This section discusses step 4 in the flow of a supervisor application. The methods
and events listed below are used to monitor a call.
and events listed below are used to monitor a call.
Methods Called
Agent.StartMonitoringCall()
Agent.SuperviseCall()
Events Processed
Events Processed
OnSupervisorButtonChange
AgentStateEvents
CallEvents
MonitoredCallEvents
MonitoredCallEvents
As stated in the “Monitoring Agents” section, calling
Agent.StartMonitoringAgent() will trigger MonitoredCallEvents for the agent
specified in Agent.StartMonitoringAgent(). The MonitoredCallEvents received
by the supervisor desktop, inform the desktop of the state of the monitored agent’s
calls. The combo desktop uses these events to populate and update the monitored
calls grid. Please see the SupervisorUIManager and CallAppearanceHelper
classes for further details.
Agent.StartMonitoringAgent() will trigger MonitoredCallEvents for the agent
specified in Agent.StartMonitoringAgent(). The MonitoredCallEvents received
by the supervisor desktop, inform the desktop of the state of the monitored agent’s
calls. The combo desktop uses these events to populate and update the monitored
calls grid. Please see the SupervisorUIManager and CallAppearanceHelper
classes for further details.
To monitor a given call, the supervisor calls the Agent.StartMonitoringCall()
method. The target of the call is the current agent (Agent object representing the
supervisor). StartMonitoringCall() takes an Arguments object with the
CallReference key set to the UniqueObjectID of the call to be monitored. This is
illustrated in the CTIObject.StartMonitoringCall()method.
method. The target of the call is the current agent (Agent object representing the
supervisor). StartMonitoringCall() takes an Arguments object with the
CallReference key set to the UniqueObjectID of the call to be monitored. This is
illustrated in the CTIObject.StartMonitoringCall()method.