Cisco Cisco Computer Telephony Integration Option 8.5 Developer's Guide

4-61

CTI OS Developer’s Guide for Cisco Unified Contact Center Enterprise

Release 8.5(1)

Chapter 4 Building Your Application

Working with Agent Greeting

Determining the Silent Monitor Mode

In order to determine if CCM Based Silent Monitoring is enabled, use the
Session.IsCCMSilentMonitor() method if the application uses the C++, Java, or .Net CIL. Use the
CCMBasedSilentMonitor value stored in the session object if the application uses the COM CIL.

/// <summary>

/// Determines if CCM Based Silent Monitor is enabled

/// </summary>

public bool IsCCMSilentMonitor()

{

if ( m_ctiSession == null )

{

return false ;

}

return m_ctiSession.IsCCMSilentMonitor() ;

}

Working with Agent Greeting

There are several ways to control the behavior of the Agent Greeting feature. You can enable or disable
Agent Greeting for the duration of the Agent's login session. Note that when an Agent logs in, the
feature is automatically enabled.

Code example:

Arguments &rArgAgentAction = Arguments::CreateInstance();

rArgAgentAction.AddItem("AgentAction", commandRequested);

int nRetVal = m_pCtiAgent->SetAgentGreetingAction(rArgAgentAction);

rArgAgentAction.Release();

Where "commandRequested" is an int with the value 1 (to disable) or 2 (to enable).

Deployment of Custom CTI OS Applications

This section discusses the deployment of CTI OS applications in the various programming languages
and interfaces.

Deploying Applications Using the ActiveX Controls

ActiveX controls need all the components for COM deployment plus the components listed in

Table 4-3

Table 4-3

ActiveX Control DLLs

DLL

Description

Agentselectctl

AgentSelect ActiveX control

agentstatectl.dll

Agentstate ActiveX control

AlternateCtl.dll

Alternate ActiveX control

answerctl.dll

Answer/Release ActiveX control

arguments.dll

Arguments COM class

badlinectl.dll

Badline ActiveX control