Cisco Cisco Computer Telephony Integration OS 8.5 Developer's Guide
5-8
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
Button Controls
Button Controls include the AgentStateCtl, AlternateCtl, AnswerCtl, BadLineCtl, ConferenceCtl,
EmergencyAssistCtl, HoldCtl, MakeCallCtl, ReconnectCtl, SupervisorOnlyCtl, RecordCtl, and
TransferCtl. They provide an UI to perform a certain CTI task (like logging in or answering a call). All
of the Button Controls are based on the CTI OS ButtonCtl and share the same characteristics. All CTI
OS buttons enable and disable themselves automatically based on the current state of the system. For
example, if an agent is not logged in, the only button available to click is the Login Button (see
AgentStateCtl), or if a call was not answered and is selected in the CallAppearanceCtl, the Answer
Button is enabled (see AnswerCtl and CallAppearanceCtl). All buttons can be configured via their
property pages to show custom text captions, custom icons and custom tooltip captions.
EmergencyAssistCtl, HoldCtl, MakeCallCtl, ReconnectCtl, SupervisorOnlyCtl, RecordCtl, and
TransferCtl. They provide an UI to perform a certain CTI task (like logging in or answering a call). All
of the Button Controls are based on the CTI OS ButtonCtl and share the same characteristics. All CTI
OS buttons enable and disable themselves automatically based on the current state of the system. For
example, if an agent is not logged in, the only button available to click is the Login Button (see
AgentStateCtl), or if a call was not answered and is selected in the CallAppearanceCtl, the Answer
Button is enabled (see AnswerCtl and CallAppearanceCtl). All buttons can be configured via their
property pages to show custom text captions, custom icons and custom tooltip captions.
Grid Controls
Grid controls include the AgentSelectCtl, CallAppearanceCtl, AgentStatisticsCtl and
SkillGroupStatisticsCtl. The Grid Controls display data, select calls (see CallAppearanceCtl) or Agents
(AgentSelectCtl), and in some cases allow you to enter data (e.g. Callvariables in the
CallAppearanceCtl). You can use CTI OS to configure the following grid properties (see the CTI OS
System Manager's Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted):
SkillGroupStatisticsCtl. The Grid Controls display data, select calls (see CallAppearanceCtl) or Agents
(AgentSelectCtl), and in some cases allow you to enter data (e.g. Callvariables in the
CallAppearanceCtl). You can use CTI OS to configure the following grid properties (see the CTI OS
System Manager's Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted):
•
Columns to display
•
Column header
•
Column width
•
Column alignment
Supervisor Status Bar
The Supervisor Softphone has a status bar that appears at the bottom of the window. The supervisor
status bar information is configurable at design time using the property pages. You can also set it
programmatically at run time.
status bar information is configurable at design time using the property pages. You can also set it
programmatically at run time.
CTI OS ActiveX Control Descriptions
This section describes the CTI OS ActiveX softphone controls listed in
.
AgentGreetingCtl
The Agent Greeting control enables the Agent Greeting feature to be turned on or off by toggling the
Agent Greeting button to the on or off state. Agent Greeting is automatically in the on state at login and
the icon appears like this
Agent Greeting button to the on or off state. Agent Greeting is automatically in the on state at login and
the icon appears like this