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
Working with Calls
Call Wrapup
The agent/supervisor desktop behaves differently at the end of a call depending on the following factors:
•
the direction of the call (inbound or outbound)
•
configuration of Unified CC or the ACD (whether wrapup data is required, optional, or not allowed)
•
configuration of CTI OS server
The CTI Toolkit Combo Desktop .NET sample shows how to use this information to display a wrapup
dialog that allows the agent to select from a set of pre-configured wrapup strings after an inbound call
goes into wrapup state (see ProcessOnAgentStateEvent in SoftphoneForm.cs). On an agent state change
event, if the state changes to WorkReady or WorkNotready state, this indicates that the agent has
transitioned to call wrapup state. The CTI OS server provides the following key/value pairs in the event
arguments to determine whether wrapup data is associated with the call and whether that data is required
or optional.
dialog that allows the agent to select from a set of pre-configured wrapup strings after an inbound call
goes into wrapup state (see ProcessOnAgentStateEvent in SoftphoneForm.cs). On an agent state change
event, if the state changes to WorkReady or WorkNotready state, this indicates that the agent has
transitioned to call wrapup state. The CTI OS server provides the following key/value pairs in the event
arguments to determine whether wrapup data is associated with the call and whether that data is required
or optional.
CTIOS_INCOMINGOROUTGOING indicates the direction of the call. The defined values are:
0 = the direction of the call is unknown
1 = the call is an incoming call and the agent may enter wrapup data
2 = the call is an outgoing call and the agent may not enter wrapup data
You can use the GetValueInt method to obtain this value on the Agent object.
CTIOS_WRAPUPOKENABLED indicates whether wrapup data is required for the recently ended call.
A value of false indicates that wrapup data is not required. A value of true indicates that wrapup data is
required. (In the Combo Desktop sample, this value is used as a boolean to determine whether the "Ok"
button on the wrapup dialog is enabled when no wrapup information is selected.) You can use the
GetValueBool method to obtain this value on the Agent object.
A value of false indicates that wrapup data is not required. A value of true indicates that wrapup data is
required. (In the Combo Desktop sample, this value is used as a boolean to determine whether the "Ok"
button on the wrapup dialog is enabled when no wrapup information is selected.) You can use the
GetValueBool method to obtain this value on the Agent object.
The wrapup strings that are configured on CTI OS server are sent to the client during the login procedure
and are stored under the keyword CTIOS_INCOMINGWRAPUPSTRINGS as an Arguments array
within the Agent object. You can use the GetValueArray method to obtain the wrapup strings on the
Agent object. For information on how to configure wrapup strings on CTI OS server see Chapter 4 of
the CTI OS System Manager's Guide.
and are stored under the keyword CTIOS_INCOMINGWRAPUPSTRINGS as an Arguments array
within the Agent object. You can use the GetValueArray method to obtain the wrapup strings on the
Agent object. For information on how to configure wrapup strings on CTI OS server see Chapter 4 of
the CTI OS System Manager's Guide.
Logout and NotReady Reason Codes
Depending on the configuration of Unified CC or the configuration of CTI OS server, the
agent/supervisor desktop may be required to supply a reason code when requesting an agent state change
to Logout or NotReady state. The CTI Toolkit Combo Desktop .NET sample provides examples of how
to implement reason codes in an agent/supervisor desktop. (See the btnLogout_Click and
btnNotReady_Click methods in SoftphoneForm.cs)
agent/supervisor desktop may be required to supply a reason code when requesting an agent state change
to Logout or NotReady state. The CTI Toolkit Combo Desktop .NET sample provides examples of how
to implement reason codes in an agent/supervisor desktop. (See the btnLogout_Click and
btnNotReady_Click methods in SoftphoneForm.cs)
CTI OS server informs the CTI OS client of this configuration during the login process and the
information is stored in the following properties on the Agent object:
information is stored in the following properties on the Agent object:
CTIOS_LOGOUTREASONREQUIRED - This boolean value indicates whether a reason code is
required for logout. A value of true indicates that a reason code is required. A value of false indicates
that a reason code is not required. You can use the GetValueBool method to get this value on the Agent
object.
required for logout. A value of true indicates that a reason code is required. A value of false indicates
that a reason code is not required. You can use the GetValueBool method to get this value on the Agent
object.
CTIOS_LOGOUTREASONCODES - This Arguments array provides a list of the logout reason codes
configured on CTI OS server. You can use the GetValueArray method to get this value on the Agent
object.
configured on CTI OS server. You can use the GetValueArray method to get this value on the Agent
object.