Cisco Cisco Computer Telephony Integration Option 9.0 Developer's Guide
5-3
CTI OS Developer’s Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 7.5(1)
Chapter 5 CTI OS ActiveX Controls
Property Pages
Property Pages
While most settings in CTI OS are downloaded from CTI OS server to the client, ActiveX controls
additionally offer property pages. The activation of the property pages is container dependent (e.g. in
Visual Basic, you can “right-click” on an ActiveX control and select Properties from the pop-up menu).
In CTI OS the most common properties selectable via property pages are ButtonType (e.g., The Holdctl
can be a hold or retrieve button), as well as fonts and colors.
additionally offer property pages. The activation of the property pages is container dependent (e.g. in
Visual Basic, you can “right-click” on an ActiveX control and select Properties from the pop-up menu).
In CTI OS the most common properties selectable via property pages are ButtonType (e.g., The Holdctl
can be a hold or retrieve button), as well as fonts and colors.
Button Controls and Grid Controls
Most of the CTI OS ActiveX controls are either Button Type Controls or Grid Type Control, with the
following exceptions:
following exceptions:
•
Statusbarcontrol
•
ChatCtl
•
Utility controls (such as CtiCommonDlgs and SubClassFormCtl)
Note
The Utility controls, such as CtiCommonDlgs and SubClassFormCtl (used by the CTI OS Agent
and Supervisor desktops), are for Internal Use Only.
and Supervisor desktops), are for Internal Use Only.
As such they share common principles.
Button Controls
Button Controls include the AgentStateCtl, AlternateCtl, AnswerCtl, BadLineCtl, ConferenceCtl,
EmergencyAssistCtl, HoldCtl, MakeCallCtl, ReconnectCtl, SupervisorOnlyCtl, RecordCtl, and
TransferCtl. They provide an UI to perform a certain CTI task (like logging in or answering a call). All
of the Button Controls are based on the CTI OS ButtonCtl and share the same characteristics. All CTI
OS buttons will enable and disable themselves automatically based on the current state of the system.
For example, if an agent is not logged in, the only button available to click is the Login Button (see
AgentStateCtl), or if a call has not been answered and is selected in the CallAppearanceCtl, the Answer
Button will be enabled (see AnswerCtl and CallAppearanceCtl). All buttons can be configured via their
property pages to show custom text captions, custom icons and custom tooltip captions.
EmergencyAssistCtl, HoldCtl, MakeCallCtl, ReconnectCtl, SupervisorOnlyCtl, RecordCtl, and
TransferCtl. They provide an UI to perform a certain CTI task (like logging in or answering a call). All
of the Button Controls are based on the CTI OS ButtonCtl and share the same characteristics. All CTI
OS buttons will enable and disable themselves automatically based on the current state of the system.
For example, if an agent is not logged in, the only button available to click is the Login Button (see
AgentStateCtl), or if a call has not been answered and is selected in the CallAppearanceCtl, the Answer
Button will be enabled (see AnswerCtl and CallAppearanceCtl). All buttons can be configured via their
property pages to show custom text captions, custom icons and custom tooltip captions.
Grid Controls
Grid controls include the AgentSelectCtl, CallAppearanceCtl, AgentStatisticsCtl and
SkillGroupStatisticsCtl. The Grid Controls are used to display data, select calls (see CallAppearanceCtl)
or Agents (AgentSelectCtl), or in some cases enable you to enter data (e.g. Callvariables in the
CallAppearanceCtl). The following grid properties can be configured by CTI OS server (see the CTI OS
System Manager's Guide for Cisco ICM/IPCC Enterprise & Hosted Editions):
SkillGroupStatisticsCtl. The Grid Controls are used to display data, select calls (see CallAppearanceCtl)
or Agents (AgentSelectCtl), or in some cases enable you to enter data (e.g. Callvariables in the
CallAppearanceCtl). The following grid properties can be configured by CTI OS server (see the CTI OS
System Manager's Guide for Cisco ICM/IPCC Enterprise & Hosted Editions):
•
Columns to display
•
Column header
•
Column width
•
Column alignment