Cisco Cisco Computer Telephony Integration Option 8.5 Developer's Guide
4-25
CTI OS Developer’s Guide for Cisco Unified Contact Center Enterprise
Release 8.5(3)
Chapter 4 Building Your Application
Connecting to the CTI OS Server
agent.SetValue(CtiOs_IKeywordIDs.CTIOS_PERIPHERALID, "5002");
/* 2. Set the session's agent */
int returnValue = session.SetAgent(agent);
}
When successful, the SetAgent() method generates the following events:
•
OnQueryAgentStateConf()
•
OnSetAgentModeConf()
•
OnSnapshotDeviceConf(), if the agent is already logged in
•
OnSnapshotCallConf(), if there is a call and the agent is already logged in
•
OnCTIOSFailureEvent()
When to Use Monitor Mode
Use Monitor Mode for applications that need to receive all events that CTI OS Server publishes or a
specified subset of those events. Monitor Mode applications may receive events for calls, multiple
agents, or statistics. The session receives specific events based on the event filter specified when setting
the session to Monitor Mode.
specified subset of those events. Monitor Mode applications may receive events for calls, multiple
agents, or statistics. The session receives specific events based on the event filter specified when setting
the session to Monitor Mode.
Caution
Monitor Mode, as the name implies, is intended for use in applications that passively listen to CTI OS
server events. Monitor Mode is not intended for use in applications that actively control the state of calls
or agents. Such applications include but are not limited to the following:
- Applications that log in agents and change their state
- Applications that make or receive calls and change their state
- Applications that silently monitor agents
server events. Monitor Mode is not intended for use in applications that actively control the state of calls
or agents. Such applications include but are not limited to the following:
- Applications that log in agents and change their state
- Applications that make or receive calls and change their state
- Applications that silently monitor agents
Caution
When a Monitor Mode session is initialized, the CTI OS Server performs a CPU intensive sequence
of operations to provide the application with a snapshot of the state of the system. A large number of
Monitor Mode applications connecting to CTI OS server at the same time, such as in a fail-over
scenario, can cause significant performance degradation on CTI OS Server. Therefore, minimize the
number of Monitor Mode applications connecting to CTI OS Server to two (2).
of operations to provide the application with a snapshot of the state of the system. A large number of
Monitor Mode applications connecting to CTI OS server at the same time, such as in a fail-over
scenario, can cause significant performance degradation on CTI OS Server. Therefore, minimize the
number of Monitor Mode applications connecting to CTI OS Server to two (2).
Warning
Note that you can only use the button enablement feature in agent mode sessions and is not intended
for Monitor Mode applications.
for Monitor Mode applications.
Monitor Mode Filters
Overview
To set a connection to Monitor Mode, you must create a filter that specifies which events to monitor over
that connection. The filter is a String; that String is the value for the
CtiOs_IKeywordIDs.CTIOS_FILTER key in an Arguments instance. That Arguments instance is the
argument for the SetMessageFilter() method.
that connection. The filter is a String; that String is the value for the
CtiOs_IKeywordIDs.CTIOS_FILTER key in an Arguments instance. That Arguments instance is the
argument for the SetMessageFilter() method.