Cisco Cisco Computer Telephony Integration Option 9.0 Reference Guide
4-2
CTI Driver for Siebel 7 Reference Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
Cisco CTI OS Release 7.2(1)
Chapter 4 Broadcast Statistics
Configuring Broadcast Statistics
–
Driver:BroadcastStatistics (enable/disable broadcast on a driver level).
–
Param.SkillGroupBroadcastStat and Param.AgentBroadcastStat (enable/disable broadcast
agent level) in Login Device command. (See
agent level) in Login Device command. (See
details.)
Note
The CTI OS System Manager's Guide for Cisco ICM/IPCC Enterprise & Hosted Editions discusses how
to configure statistics on the CTI OS Server site.
to configure statistics on the CTI OS Server site.
•
Specifying particular statistics for broadcast within a DEF file, so not all statistics that come from
the CTI OS Server OnAgentSatistics/SkillGroupStatistics events will be broadcasted to Siebel. This
can be done using the Service parameters with the "AgentStat" prefix for agent statistics and the
Driver parameters with the "SkillGrpStat" prefix for skill group statistics. For example:
the CTI OS Server OnAgentSatistics/SkillGroupStatistics events will be broadcasted to Siebel. This
can be done using the Service parameters with the "AgentStat" prefix for agent statistics and the
Driver parameters with the "SkillGrpStat" prefix for skill group statistics. For example:
Driver:SkillGrpStat1 = "NotReadyTimeToday"
Driver:SkillGrpStat2 = "HandledCallsToday"
Driver:SkillGrpStat3 = "AvailTimeToday"
Service:AgentStat1 = "AvailTimeToday"
Service:AgentStat2 = "LoggedOnTimeToday"
Note
If none of these parameters (AgentStat, SkillGrpStat) are specified in a DEF file, then all
statistics configured on the CTI OS Server will be broadcasted to Siebel. If these parameters are
specified, then an additional filtering is done in the CTI Driver for Siebel 7 and only those
statistics will appear on broadcast messages in Siebel.
statistics configured on the CTI OS Server will be broadcasted to Siebel. If these parameters are
specified, then an additional filtering is done in the CTI Driver for Siebel 7 and only those
statistics will appear on broadcast messages in Siebel.
Agent Statistics
The following agent statistics (for Protocol 8) can be used to configure agent broadcast messages.
Refer to the Cisco ICM Software CTI Server Message Reference Guide (Protocol Version 9) for more
details.
details.
•
AvailTimeSession
•
LoggedOnTimeSession
•
NotReadyTimeSession
•
AgentOutCallsSession
•
AgentOutCallsTalkTimeSession
•
AgentOutCallsTimeSession
•
AgentOutCallsHeldSession
•
AgentOutCallsHeldTimeSession
•
HandledCallsSession
•
HandledCallsTalkTimeSession
•
HandledCallsAfterCallTimeSession
•
HandledCallsTimeSession
•
IncomingCallsHeldSession
•
IncomingCallsHeldTimeSession