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
Building Supervisor Applications
The trickiest piece of handling the events that result from a successful call to Agent.SuperviseCall() is
handing the resulting Call and MonitoredCall events. All CallEvents should be applied to whatever
application specific object and/or UI element is managing calls directly connected to the supervisor’s
device (SoftphoneForm in the combo desktop). All MonitoredCallEvents should be applied to whatever
application specific object and/or UI element is managing calls connected to the supervisor’s team
members/monitored agents (SupervisorUIManager in the combo desktop).
handing the resulting Call and MonitoredCall events. All CallEvents should be applied to whatever
application specific object and/or UI element is managing calls directly connected to the supervisor’s
device (SoftphoneForm in the combo desktop). All MonitoredCallEvents should be applied to whatever
application specific object and/or UI element is managing calls connected to the supervisor’s team
members/monitored agents (SupervisorUIManager in the combo desktop).
Calling SuperviseCall() with the SupervisoryAction set to barge-in, essentially initiates a consultative
conference between the caller, agent, and supervisor. This means that whatever UI elements and/or
objects that handle monitored calls has to be able to handle the set of events that setup a consultative
conference. In general, this is not too difficult. The consultative call is joined to the conference call
by sending a MonitoredCallEndEvent to end the consultative call. Then a
MonitoredCallDataUpdateEvent is used to change the ID of the call to the conference. The
MonitoredCallEndEvent will take care of cleaning up the consultative call. The trick is to check
OnMonitoredCallDataUpdateEvents for the OldUniqueObjectID key. If this key exists, it means that the
UniqueObjectID of a call has changed. OldUniqueObjectID stores the old/obsolete ID of the call.
UniqueObjectID stores the new ID of the call. This new ID will be carried in all future events for the
call. Application logic must be updated based on this information or new events for the call will not be
tracked correctly.
conference between the caller, agent, and supervisor. This means that whatever UI elements and/or
objects that handle monitored calls has to be able to handle the set of events that setup a consultative
conference. In general, this is not too difficult. The consultative call is joined to the conference call
by sending a MonitoredCallEndEvent to end the consultative call. Then a
MonitoredCallDataUpdateEvent is used to change the ID of the call to the conference. The
MonitoredCallEndEvent will take care of cleaning up the consultative call. The trick is to check
OnMonitoredCallDataUpdateEvents for the OldUniqueObjectID key. If this key exists, it means that the
UniqueObjectID of a call has changed. OldUniqueObjectID stores the old/obsolete ID of the call.
UniqueObjectID stores the new ID of the call. This new ID will be carried in all future events for the
call. Application logic must be updated based on this information or new events for the call will not be
tracked correctly.
Intercepting Calls
Once a supervisor has barged into an agent’s call, the supervisor can intercept the call. This can be done
by calling the Agent.SuperviseCall() method. The target of the SuperviseCall() method is the current
agent (the agent object that represents the supervisor). The parameter to the method is an Arguments
object with the following key/value pairs.
by calling the Agent.SuperviseCall() method. The target of the SuperviseCall() method is the current
agent (the agent object that represents the supervisor). The parameter to the method is an Arguments
object with the following key/value pairs.
Calling this method will remove the agent from the call. This means that OnMonitoredEndCall events
will be received for the agent. Also, OnSupervisorButtonChange events will be sent to reflect the current
state of the monitored agent.
will be received for the agent. Also, OnSupervisorButtonChange events will be sent to reflect the current
state of the monitored agent.
Updating Monitored Call Data
Setting monitored call data is very similar to setting call data on an agent’s call. The only difference is
that the monitored call is the target of the Call.SetCallData() method. The currently monitored call can
be retrieved by calling Agent.GetMonitoredCall() where the current agent (the agent object that
represents the supervisor) is the target of the Agent.GetMonitoredCall() method.
that the monitored call is the target of the Call.SetCallData() method. The currently monitored call can
be retrieved by calling Agent.GetMonitoredCall() where the current agent (the agent object that
represents the supervisor) is the target of the Agent.GetMonitoredCall() method.
Key
Value
AgentReference
The UniqueObjectID of the currently
monitored agent
monitored agent
CallReference
The UniqueObjectID of the currently
monitored call
monitored call
SupervisoryAction
The value 4. For the .NET CIL, this is
SupervisoryAction.eSupervisorIntercept
SupervisoryAction.eSupervisorIntercept