Cisco Cisco IPCC Web Option Installation Guide

Returns ID of agent handling the most recent call for the specified skillgroup ID, 
which the specified supervisor may monitor. Called by VRU call flow script 
(VXML, IP IVR, or CVP). 

Call type monitoring is currently not implemented, as the functionality to track 
calls by type is not yet available with CTI.

selectionType: Either skillgroup (if ID is a skillgroup ID) or calltype (if ID is a 
call type ID). If selectionID is set to 0, this parameter will be left blank and 
ignored.

MAY_MONITOR

All checks passed, supervisor can monitor agent

INVALID_AGENT_ID

Agent ID is invalid

INVALID_USER_ID

Caller’s user ID is invalid

INVALID_PARAMETERS

One or more required parameters not specified

AGENT_CANT_MONITOR Agent ID is valid but the agent is currently not 

known by the system to be logged in and active. 
The agent ID specified is valid, but either: the 

agent is not active (i.e., currently logged in 

and talking) and therefore has no active call 

ID; or the agent cannot otherwise be 

monitored (e.g., too many monitoring 

sessions already on their phone).

NO_PERMISSIONS

Specified supervisor does not have the proper 
permissions to monitor the specified agent

GENERAL_ERROR

See 

 topic in 

Chapter 7, Troubleshooting