Cisco Cisco Computer Telephony Integration OS 8.5 Developer's Guide

The CallAppearance Control is a grid based control displaying call information, including call status and 
call context data (i.e., CallVariable1 through CallVariable10 and ECC variables). 

Each incoming or outgoing call is displayed in one row in the grid. When a call first arrives, it usually 
shows a status of “Ringing” until it is answered. You can answer a call by a double click in the grid, 
similar to a click on the Answer Button. You can edit some columns in the CallAppearance grid if so 
configured (for example, the Columns displaying Callvariables) by selecting the cell you want to edit. 

The grid can display multiple calls (see 

). If the grid is displaying multiple calls, a user can 

click and select a call anywhere on the row where the call is displayed. This highlights the whole row 
displaying this call (e.g. in 

 the call with id 16777886 is currently selected). Any button 

controls (e.g., Answer, Release, Hold) enable or disable themselves based on the state the newly selected 
call is in.

The CallAppearance grid handles most call related events. It displays a call as soon as it receives an 
eCallBeginEvent. It updates the CallStatus and CallContext (CallVariables and ECC variables) on 
eCallDataUpdate and other call events (eServiceInitiated, eCallEstablished,). It erases the call from the 
grid when it receives an eCallEnd event.

The CallAppearance grid can be in one of two modes. In “normal” mode it shows any calls for the 
agent/supervisor logged in; in “monitored” mode (only for supervisor), the CallAppearance grid displays 
all calls for a currently monitored agent (see Agent Select grid). A supervisor can click and then select 
a “monitored call” on a row in the grid to perform supervisory functions like barge-in or intercept (see 
SupervisorOnly control). 

The following methods may be of interest to users of the call appearance control.

See 

See 

See