Cisco Cisco Computer Telephony Integration Option 8.5 Developer's Guide
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CTI OS Developer’s Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.1(1)
Chapter 6 Event Interfaces and Events
IAgentEvents Interface
Note
Not all switches support all the states listed in
, and no assumptions
should be made about which states are supported on a particular switch without
verification.
verification.
OnAgentStatistics
The OnAgentStatistics event is fired to the client to indicate that a request to
enable agent statistics (via the EnableAgentStatistics method) was received by the
CTIServer. The arrival of events event is determined by the configuration on the
server.
enable agent statistics (via the EnableAgentStatistics method) was received by the
CTIServer. The arrival of events event is determined by the configuration on the
server.
The table under Parameters details all the agent statistics that could be received.
To optimize bandwidth, the default configuration on the server is set to minimize
the agent statistics sent. Only the statistics that the Agent Statistics grid is
To optimize bandwidth, the default configuration on the server is set to minimize
the agent statistics sent. Only the statistics that the Agent Statistics grid is
eWorkNotReady
The agent is performing after call work,
but will not be ready to receive a call when
completed.
but will not be ready to receive a call when
completed.
5
eWorkReady
The agent is performing after call work,
and will be ready to receive a call when
completed.
and will be ready to receive a call when
completed.
6
eBusyOther
The agent is busy performing a task
associated with another active SkillGroup.
associated with another active SkillGroup.
7
eReserved
The agent is reserved for a call that will
arrive at the ACD shortly.
arrive at the ACD shortly.
8
eUnknown
The agent state is currently unknown.
9
eHold
The agent currently has all calls on hold.
10
Table 6-2
AgentState Values
enum Value
Description
Numeric
Value
Value