Cisco Cisco Computer Telephony Integration Option 9.0 Developer's Guide
Chapter 9 Agent Object
Methods
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Cisco ICM Software CTI OS Developer’s Guide Release 6.0(0)
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Only Emergency calls are able to be recorded, if so configured in the ICM
Agent Desk Settings.
Agent Desk Settings.
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The calls are reported separately in ICM reporting.
Having these two separate requests gives a site some flexibility in implementing
supervisor help for its agents, instructing agents to use one for certain cases and
the other for different situations. 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. In addition, customers
can set up one type of call to employ a consult call, while using the other if the
agent should be added to the conference immediately through the single step
configuration.
supervisor help for its agents, instructing agents to use one for certain cases and
the other for different situations. 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. In addition, customers
can set up one type of call to employ a consult call, while using the other if the
agent should be added to the conference immediately through the single step
configuration.
The MakeEmergencyCall request is specific to the Supervisor feature and should
only be used on switches or configurations that have the necessary support
(currently, Cisco IPCC 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.
only be used on switches or configurations that have the necessary support
(currently, Cisco IPCC 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.
QueryAgentState
The QueryAgentState method lets a client retrieve the current state of the agent.
Syntax
C++:
int QueryAgentState (Arguments & args );
COM:
HRESULT QueryAgentState ( /*[in]*/ IArguments * args,
/*[out,retval]*/ int * errorcode );
VB:
QueryAgentState (ByVal args as CTIOSCLIENTLIB.IArguments) As Long
Java:
int QueryAgentState (Arguments args);
Input Parameters
args
Arguments array that contains the parameters listed in