Cisco Cisco Computer Telephony Integration Option 9.0 Developer's Guide
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CTI OS Developer’s Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 7.5(1)
Chapter 4 Building Your Application
Enabling Silent Monitor in Your Application
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AvgInternalCallsHeldTimeToHalf = InternalCallsHeldTimeToHalf/InternalCallsHeldToHalf
•
AvgCallsQTimeHalf = CallsQTimeHalf/CallsQHalf
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AvgAgentOutCallsTalkTimeToday = AgentOutCallsTalkTimeToday/AgentOutCallsToday
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AvgAgentOutCallsTimeToday = AgentOutCallsTimeToday/AgentOutCallsToday
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AvgAgentOutCallsHeldTimeToday = AgentOutCallsHeldTimeToday/AgentOutCallsHeldToday
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AvgHandledCallsTalkTimeToday = HandledCallsTalkTimeToday/HandledCallsToday
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AvgHandledCallsAfterCallTimeToday = HandledCallsAfterCallTimeToday/HandledCallsToday
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AvgHandledCallsTimeToday = HandledCallsTimeToday/HandledCallsToday
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AvgIncomingCallsHeldTimeToday = IncomingCallsHeldTimeToday/IncomingCallsHeldToday
•
AvgInternalCallsRcvdTimeToday = InternalCallsRcvdTimeToday/InternalCallsRcvdToday
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AvgInternalCallsHeldTimeToday = InternalCallsHeldTimeToday/InternalCallsHeldToday
•
AvgCallsQTimeToday = CallsQTimeToday/CallsQToday
Enabling Silent Monitor in Your Application
There are two (mutually exclusive) silent monitoring methods:
•
CTI OS based silent monitoring
•
Cisco UnifiedCommunications Manager (Unified CM) based silent monitoring
Refer to the “Silent Monitoring” section of the CTI OS System Manager’s Guide, Release 7.5(1) for additional
information on each. For information concerning how to enable silent monitor in your application, refer to
information on each. For information concerning how to enable silent monitor in your application, refer to
or
, as applicable.
Enabling CTI OS Based Silent Monitoring in Your Application
Note
CTI OS Silent Monitor functionality is only available in the C++ and COM CILs.
The silent monitor manager object is responsible for establishing and maintaining the state of a silent
monitor session.
monitor session.
The first thing a client application should do is to create a silent monitor object instance. The application
should then set this object instance as the current manager in the session object. The CIL provides the
interface to this functionality. A client application can work in one of two possible modes:
should then set this object instance as the current manager in the session object. The CIL provides the
interface to this functionality. A client application can work in one of two possible modes:
•
Monitoring mode. The client receives audio from a remote monitored target (device/agent).
•
Monitored mode. The client sends audio to a remote monitoring client.
Note
Silent Monitor will not work until you set the session mode using on of the following function calls:
Session.SetAgent() for an Agent mode application
Session.SetMessageFilters() for a Monitor mode application
Session.SetMessageFilters() for a Monitor mode application