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

Monitoring Agents

This section discusses step 3 in the flow of a supervisor application. The methods and events listed below
are used to monitor an agent.

Methods Called:

Agent.StartMonitoringAgent(Arguments args)

Events Processed:

OnSupervisorButtonChange
OnStopMonitoringAgent
OnMonitoredAgentStateChange
OnMonitoredCallBegin

OnMonitoredCallCleared
OnMonitoredCallConferenced
OnMonitoredCallConnectionCleared
OnMonitoredCallDataUpdate
OnMonitoredCallDelivered
OnMonitoredCallDequeued
OnMonitoredCallDiverted
OnMonitoredCallEstablished
OnMonitoredCallFailed
OnMonitoredCallHeld
OnMonitoredCallOriginated
OnMonitoredCallQueued
OnMonitoredCallReachedNetwork
OnMonitoredCallRetrieved
OnMonitoredCallServiceInitiated
OnMonitoredCallTransferred
OnMonitoredCallTranslationRoute
OnMonitoredCallEnd

Once a supervisor application is informed of an agent team member via the OnNewAgentTeamMember
event, the supervisor can monitor the agent via the Agent.StartMonitoringAgent() method. The
following sequence diagram illustrates the call to StartMonitoringAgent() and the events sent upon
successful completion of the call.