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 2 CTI OS Client Interface Library Architecture
CIL Object Model
Agent Mode
A client connects to CTIOS Server in Agent Mode when it wants to receive events
for a specific agent or supervisor. Once agent mode has been set, the CIL receives
the events for the specified agent, as well as all call events for that agent’s calls.
If the agent is also configured as a Supervisor in ICM, then the CIL receives
events for all agents in the Supervisor’s team.
for a specific agent or supervisor. Once agent mode has been set, the CIL receives
the events for the specified agent, as well as all call events for that agent’s calls.
If the agent is also configured as a Supervisor in ICM, then the CIL receives
events for all agents in the Supervisor’s team.
Monitor Mode
A client connects to the CTIOS Server in Monitor Mode when it wants to receive
a programmer-specified set of events, such as all agent state events. For details of
setting up a monitor mode connection, refer to the Session object’s
SetMessageFilter feature.
a programmer-specified set of events, such as all agent state events. For details of
setting up a monitor mode connection, refer to the Session object’s
SetMessageFilter feature.
For the complete interface specification of the Session object, see
Agent Object
The Agent object provides an interface to Agent functionality, including changing
agent states and making calls. The agent object also provides access to many
properties, including agent statistics. Depending on the Session Mode, a CIL
application can have zero to many agent objects.
agent states and making calls. The agent object also provides access to many
properties, including agent statistics. Depending on the Session Mode, a CIL
application can have zero to many agent objects.
For the complete interface specification of the Agent object, see
Call Object
The Call object provides an interface to Call functionality, including call control
and accessing call data properties. Depending on the Session Mode, a CIL
application can have any number of call objects.
and accessing call data properties. Depending on the Session Mode, a CIL
application can have any number of call objects.
For the complete interface specification of the Call object, see