Cisco Cisco Computer Telephony Integration Option 8.5 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
Sample Code in the CTI OS Toolkit
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.
Sample Code in the CTI OS Toolkit
The CTI OS Toolkit provides several samples that illustrate how to use the various CTI OS CILs in
custom applications. These samples are categorized according to the CIL (.NET, Java, or Win32) that
they use.
custom applications. These samples are categorized according to the CIL (.NET, Java, or Win32) that
they use.
.NET Samples
Note
Of all the samples provided in the CTI OS toolkit, the .NET sample applications provide the most
complete set of coding examples. Therefore the .NET samples should be used as the reference
implementation for custom CTI OS application development regardless of which language you plan to
use in your custom development.
complete set of coding examples. Therefore the .NET samples should be used as the reference
implementation for custom CTI OS application development regardless of which language you plan to
use in your custom development.
The Java and Win32 samples should be used asa secondary references to highlight syntactic differences
as well as minor implementation differences between the CILs.
as well as minor implementation differences between the CILs.
CTI Toolkit Combo Desktop.NET
The CTI Toolkit Combo Desktop.NET sample illustrates how to use the .NET CIL to build a fully
functional agent or supervisor desktop. Though this sample is written in C#, it is a good reference in
general, for how to make CIL requests and handle CIL events in an agent mode CIL application. This
sample illustrates the following CIL programming concepts:
functional agent or supervisor desktop. Though this sample is written in C#, it is a good reference in
general, for how to make CIL requests and handle CIL events in an agent mode CIL application. This
sample illustrates the following CIL programming concepts:
•
Agent mode connection to CTI OS
•
Agent desktop functionality (call control, agent state control, statistics)
•
Supervisor desktop functionality (team state monitoring, barge-in, intercept)
•
Outbound option functionality
•
Button enablement
•
Failover
Configuring the CTI Toolkit Combo Desktop
The .NET CTI Combo desktop is configured via an XML file found in the current working directory of
the desktop.
the desktop.
The name of the file used to configure the CTI Toolkit Combo Desktop is
“CTIOSSoftphoneCSharp.exe.config”. The desktop attempts to find the file in the current directory. If
the file is not found, the desktop creates the file and displays the following error message.
“CTIOSSoftphoneCSharp.exe.config”. The desktop attempts to find the file in the current directory. If
the file is not found, the desktop creates the file and displays the following error message.