Cisco Cisco Computer Telephony Integration OS 8.5 Developer's Guide

The statusbar is separated into several panes. The panes are defined as follows:

Pane 1: displays current extension and instrument.

Pane 2: displays Agent ID.

Pane 3: Message Waiting Indicator. If media termination is used and Voicemail is active, this pane 

displays “Voicemail” to indicate a Voicemail was left.

Pane 4: displays Agent State. 

Pane 5: displays the CTI OS server currently connected to.

Pane 6: displays overall status (online, offline). 

The SupervisorOnly Control provides buttons for Supervisor functions including Barge-In, Intercept, 
Logout Monitored Agent and make Monitored Agent Ready. You can set the behavior of the button in 
the General tab of the Property Page.

Logout Monitored Agent: Logs out the currently monitored agent (set for example via the 
AgentselectCtl). If the currently monitored agent has a call active, the request is queued and the agent is 
logged out as soon as the call ends

Set Monitored Agent Ready: Forces the currently monitored agent from the “not ready” state into the 
ready state:

Barge-In: Allows the supervisor to participate in the currently monitored call. The currently monitored 
call is selected via the CallAppearanceCtl (in monitor mode). Barge-in is really a conference on behalf 
of the monitored agent

Intercept: You can only apply Intercept on a previously barged in call. The monitored agent is dropped 
out of the call and the supervisor is left with the customer in a call.

Together with the AgentSelectCtl and the CallAppearanceCtl (in monitor mode), you use the 
SupervisorOnlyCtl in the CTI OS Supervisor Desktop application to build the Agent Real Time Status 
window, as shown in 

.