Cisco Cisco Computer Telephony Integration Option 8.5 Developer's Guide
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Cisco ICM Software CTI OS Developer’s Guide Release 6.0(0)
Chapter 5 CTI OS ActiveX Softphone Controls
CTI OS ActiveX Control Descriptions
AgentSelectCtl
The agent select control is used for supervising agents and becomes active if the
currently logged in agent is a supervisor. When a supervisor has logged on, this
grid based control will display all agent team members of a supervisor
(configured by ICM), including agent name, AgentID, AgentState, TimeInState
and SkillGroups. The TimeInState column will be reset in real-time as the agents
change state. If an agent remains in a state for more than 10 minutes, the
TimeInState figure will be displayed in red.
currently logged in agent is a supervisor. When a supervisor has logged on, this
grid based control will display all agent team members of a supervisor
(configured by ICM), including agent name, AgentID, AgentState, TimeInState
and SkillGroups. The TimeInState column will be reset in real-time as the agents
change state. If an agent remains in a state for more than 10 minutes, the
TimeInState figure will be displayed in red.
Figure 5-4
Agent Select Grid Populated with Sample Data
The agent select control handles the following events:
•
OnNewTeamMember. Informs the supervisor of a new team member or a
team member change. This will cause a row in the agentselect grid to be
updated (add/remove agent).
team member change. This will cause a row in the agentselect grid to be
updated (add/remove agent).
•
OnMonitoredAgentStateChange. Informs the supervisor of an agent state
change. The new agentstate will be displayed in the State column and the
TimeInState Column will be set to zero.
change. The new agentstate will be displayed in the State column and the
TimeInState Column will be set to zero.
•
OnAgentInfo Event.
A supervisor can select a “currently monitored agent” by clicking on an agent
displayed in the grid. This causes a set monitored agent method call on the agent
object. Any supervisory action (for example logout monitored agent – see
SupervisorOnlyCtl) will be performed on the “currently monitored” agent.
displayed in the grid. This causes a set monitored agent method call on the agent
object. Any supervisory action (for example logout monitored agent – see
SupervisorOnlyCtl) will be performed on the “currently monitored” agent.