Cisco Cisco Computer Telephony Integration Option 8.5 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 5 CTI OS ActiveX Controls
CTI OS ActiveX Control Descriptions
EmergencyAssistCtl
The EmergencyAssistCtl is a button that provides a UI to place emergency or supervisor assist calls to
a supervisor. On the ICM side this functionality is implemented with a script (see the CTI OS System
Manager's Guide for Cisco ICM/IPCC Enterprise & Hosted Editions). The main difference between the
emergency call and supervisor assist requests is the script to be run. An agent may click this control
whether he has a call or not. If the agent has an active customer call, clicking this button will place a
consult call to the supervisor. The “Conference Complete” as well as the “Transfer Complete” will be
enabled to allow the agent to either conference the supervisor into the call or to transfer the call to the
supervisor. If configured, clicking this button can also cause a single step conference. The behavior
(emergency call or supervisor assist) can be set via the ButtonType property set from the Property Page,
as described under AgentState controls.
a supervisor. On the ICM side this functionality is implemented with a script (see the CTI OS System
Manager's Guide for Cisco ICM/IPCC Enterprise & Hosted Editions). The main difference between the
emergency call and supervisor assist requests is the script to be run. An agent may click this control
whether he has a call or not. If the agent has an active customer call, clicking this button will place a
consult call to the supervisor. The “Conference Complete” as well as the “Transfer Complete” will be
enabled to allow the agent to either conference the supervisor into the call or to transfer the call to the
supervisor. If configured, clicking this button can also cause a single step conference. The behavior
(emergency call or supervisor assist) can be set via the ButtonType property set from the Property Page,
as described under AgentState controls.
Emergency Icon:
Supervisor Assist Icon:
HoldCtl
The HoldCtl is a button that provides a UI for sending hold and retrieve call requests. The behavior (hold
or retrieve) can be set via the ButtonType property set from the Property Page, as described under
AgentState controls.
or retrieve) can be set via the ButtonType property set from the Property Page, as described under
AgentState controls.
Hold Icon:
Retrieve Icon:
MakeCallCtl