Cisco Cisco Computer Telephony Integration Option 8.5 Developer's Guide
C H A P T E R
5-1
CTI OS Developer’s Guide for Cisco Unified Contact Center Enterprise
Release 8.5(3)
5
CTI OS ActiveX Controls
The CTI OS Developer's Toolkit includes a set of ActiveX controls to enable rapid application
development. ActiveX controls are typically UI components (there are also ActiveX controls which are
invisible at run time) that enable easy drag-and-drop creation of custom CTI applications in a variety of
container applications. Container applications include: Microsoft Visual Basic 6.0, Microsoft Internet
Explorer, Microsoft Visual C++ 7.1(1), Borland Delphi, Sybase Powerbuilder and other applications
supporting the OC96 ActiveX standard.
development. ActiveX controls are typically UI components (there are also ActiveX controls which are
invisible at run time) that enable easy drag-and-drop creation of custom CTI applications in a variety of
container applications. Container applications include: Microsoft Visual Basic 6.0, Microsoft Internet
Explorer, Microsoft Visual C++ 7.1(1), Borland Delphi, Sybase Powerbuilder and other applications
supporting the OC96 ActiveX standard.
The CTI OS Agent Desktop and CTI OS Supervisor Desktop for Unified CCE applications are both
Visual Basic applications based on the CTI OS ActiveX controls.
Visual Basic applications based on the CTI OS ActiveX controls.
See also the CTI OS Agent Desktop User Guide for Cisco Unified ICM/Contact Center Enterprise &
Hosted as well as the CTI OS Supervisor Desktop User Guide for Cisco Unified Contact Center
Enterprise & Hosted.
Hosted as well as the CTI OS Supervisor Desktop User Guide for Cisco Unified Contact Center
Enterprise & Hosted.
lists the ActiveX controls included with CTI OS. As seen in the table, you can group CTI OS
Controls into Agent Related Controls, Call Related Buttons, Statistics Controls, and Supervisor
Controls.
Controls.
Table 5-1
CTI OS ActiveX Controls
Control
Description
Agent Related Controls
AgentGreetingCtl
Provides a UI for turning the Agent Greeting feature on or off.
AgentStateCtl
Provides UI to for login, logout, ready, not ready and wrapup
requests, also enables the use to specify reason codes for logout and
Not_Ready (if supported and configured).
requests, also enables the use to specify reason codes for logout and
Not_Ready (if supported and configured).
ChatCtl
Provides UI to send text messages to a supervisor or (if allowed) to
other agents.
other agents.
EmergencyAssistCtl
Provides UI to place Emergency and Supervisor Assist calls. These
calls allow agents to conveniently contact a supervisor if they need
help. You must configure the corresponding Unified ICM scripts for
this control to work.
calls allow agents to conveniently contact a supervisor if they need
help. You must configure the corresponding Unified ICM scripts for
this control to work.
Record Greeting Ctl
Provides a UI for recording and managing agent greeting messages
by placing a Make Call request to a hard coded
“RecordAgentGreeting” Dialed Number
by placing a Make Call request to a hard coded
“RecordAgentGreeting” Dialed Number
and setting the Placement
type (CPT_RECORD_AGENT_GREETING) to 7.
Call Related Controls