Cisco Cisco Computer Telephony Integration Option 8.5 Developer's Guide

RequestSupervisorAssist method. For example, agents can be trained to click the Emergency button if 
the customer has more than $1,000,000 in an account, and otherwise to click the Supervisor Assist 
button. The Supervisor will be able to differentiate the agent’s request by noting the CallType. 

The MakeEmergencyCall request is specific to the Supervisor feature and should only be used on 
switches or configurations that have the necessary support (currently, Unified CCE only). The client 
issuing the request receives an OnEmergencyCall event when the request reaches an available 
supervisor. If the request is unsuccessful the client receives an OnControlFailureConf event.

The QueryAgentState method lets a client retrieve the current state of the agent.

 

int QueryAgentState (Arguments & args );

  HRESULT QueryAgentState ( /*[in]*/ IArguments * args, /*[out,retval]*/ int * 

errorcode );

 

QueryAgentState (ByVal args as CTIOSCLIENTLIB.IArguments) As Long

 

int QueryAgentState (Arguments args)

CilError QueryAgentState(Arguments args)

args

Arguments array that contains the parameters listed in the following table.

Default CTI OS return values. See 

If the request is successful, the client should receive an OnQueryAgentStateConf event. If it is unsuccessful, 
the client should receive an OnControlFailureConf event.

The ReportBadCallLine method informs the CTI OS server of the poor quality of the agent’s line. A note 
of this is recorded in the database.

Agent ID

STRING Agent’s login ID.

AgentInstrument

STRING Agent’s instrument number.