Cisco Cisco Computer Telephony Integration Option 9.0 Developer's Guide
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CTI OS Developer’s Guide for Cisco Unified Contact Center Enterprise
Release 8.5(1)
Chapter 4 Building Your Application
Working with Calls
This value may be obtained using the GetValueInt method 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 determines whether the "Ok"
button on the wrapup dialog is enabled when no wrapup information has been selected.) This value may
be obtained using the GetValueBool method 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 determines whether the "Ok"
button on the wrapup dialog is enabled when no wrapup information has been selected.) This value may
be obtained using the GetValueBool method 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. They can be obtained using the GetValueArray method 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. They can be obtained using the GetValueArray method 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 upon 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. This value can be obtained using the GetValueBool method 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. This value can be obtained using the GetValueBool method on the
Agent object.
CTIOS_LOGOUTREASONCODES - This Arguments array provides a list of the logout reason codes
configured on CTI OS server. They can be obtained using the GetValueArray method on the Agent
object.
configured on CTI OS server. They can be obtained using the GetValueArray method on the Agent
object.
CTIOS_NOTREADYREASONREQUIRED - This boolean value indicates whether a reason code is
required when setting an agent to NotReady state. A value of true indicates that a reason code is required.
A value of false indicates that a reason code is not required. This value can be obtained using the
GetValueBool method on the Agent object.
required when setting an agent to NotReady state. A value of true indicates that a reason code is required.
A value of false indicates that a reason code is not required. This value can be obtained using the
GetValueBool method on the Agent object.
CTIOS_NOTREADYREASONCODES - This Arguments array provides a list of the not ready reason
codes configured on CTI OS server. They can be obtained using the GetValueArray method on the Agent
object.
codes configured on CTI OS server. They can be obtained using the GetValueArray method on the Agent
object.
When Does the Application Receive the OnButtonEnablementChange() Event?
An application receives an OnButtonEnablementChange() event in the following situations:
•
When the Current Call is changed.
•
When the call which is the Current Call receives an event which includes a
CTIOS_ENABLEMENTMASK argument. Usually the included enablement mask is changed from
what it was set to, but occasionally it is the same. This mask is used to indicate which functions are
allowed for this Call in its current state.
CTIOS_ENABLEMENTMASK argument. Usually the included enablement mask is changed from
what it was set to, but occasionally it is the same. This mask is used to indicate which functions are
allowed for this Call in its current state.