Cisco Cisco Computer Telephony Integration Option 8.5 Developer's Guide
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CTI OS Developer’s Guide for Cisco Unified Contact Center Enterprise
Release 8.5(3)
Chapter 4 Building Your Application
Building Supervisor Applications
Populating an Agent Grid
If your application would like to display agent team information in a grid similar to the one used by the
CTI OS Toolkit Combo Desktop, the following table illustrates which events supply information for each
column.
CTI OS Toolkit Combo Desktop, the following table illustrates which events supply information for each
column.
Please refer to CtiOsDataGrid.AgentSelectGridHelper as an example of handling the
OnNewAgentTeamMember event.
OnNewAgentTeamMember event.
Table 4-6
Agent Grid Data Population
Note
The Skill Group column lists the field from the Arguments object as CTIOS_NUMSKILLGROUPS.
This field tells the developer how many skill groups the agent belongs to. To obtain information about
each of the agent’s skill groups the developer should construct the following loop to get information
about each of the agent’s skill groups (code taken from the sample source file
CtiOsDataGrid\AgentSelectGridHelper.cs).
This field tells the developer how many skill groups the agent belongs to. To obtain information about
each of the agent’s skill groups the developer should construct the following loop to get information
about each of the agent’s skill groups (code taken from the sample source file
CtiOsDataGrid\AgentSelectGridHelper.cs).
// Check to see if the event carries an array of skillgroups
// (OnNewAgentTeamMember)
//
int numGroups ;
if ( args.GetValueInt(Enum_CtiOs.CTIOS_NUMSKILLGROUPS, out numGroups) )
{
CtiOsDataGrid.Trace(
Logger.TRACE_MASK_METHOD_AVG_LOGIC,
methodName,
Column
Event
Field
Name
OnNewAgentTeamMember
OnMonitoredAgentStateChange
OnMonitoredAgentInfoEvent
Enum_CtiOs.CTIOS_AGENTFIRST
NAME
NAME
Enum_CtiOs.CTIOS_AGENTLAST
NAME
NAME
Login Name
OnMonitoredAgentStateChange
OnMonitoredAgentInfoEvent
Enum_CtiOs.CTIOS_LOGINNAME
Agent ID
OnNewAgentTeamMember
OnMonitoredAgentStateChange
OnMonitoredAgentInfoEvent
Enum_CtiOs.CTIOS_AGENTID
Agent State
OnNewAgentTeamMember
OnMonitoredAgentStateChange
Enum_CtiOs.CTIOS_STATE
Time in State OnMonitoredAgentStateChange See the section
.
Skill Group
OnMonitoredAgentStateChange Enum_CtiOs.CTIOS_NUMSKILL
GROUPS
Skill Name
OnSkillInfoEvent
See the section
.
Available for
Call
Call
OnNewAgentTeamMember
Enum_CtiOs.CTIOS_AGENT
AVAILABILITYSTATUS
AVAILABILITYSTATUS