Cisco Cisco Computer Telephony Integration Option 9.0 Developer's Guide
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CTI OS Developer’s Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 8.0(1)
Chapter 4 Building Your Application
Building Supervisor Applications
To monitor a given call, the supervisor calls the Agent.StartMonitoringCall() method. The target of the
call is the current agent (Agent object representing the supervisor). StartMonitoringCall() takes an
Arguments object with the CallReference key set to the UniqueObjectID of the call to be monitored.
This is illustrated in the CTIObject.StartMonitoringCall()method.
call is the current agent (Agent object representing the supervisor). StartMonitoringCall() takes an
Arguments object with the CallReference key set to the UniqueObjectID of the call to be monitored.
This is illustrated in the CTIObject.StartMonitoringCall()method.
Barging into Calls
The following sequence diagram illustrates a request to barge into an agent’s call. In this sequence
diagram, the supervisor application is divided into four components to illustrate the different events that
affect the different pieces of a supervisor application.
diagram, the supervisor application is divided into four components to illustrate the different events that
affect the different pieces of a supervisor application.
Figure 4-10
Sequence Diagram for Barging into an Agent’s Call
Once Agent.StartMonitoringCall() is called for a specific call, the application will begin receiving
SupervisorButtonChange events. When a call is being monitored, the SupervisorButtonChange event
may carry a bitmask indicating that the call can be barged into. To barge-in on a call, the application
calls the Agent.SuperviseCall() method. The target of the SuperviseCall() method is the current agent
(the agent object that represents the supervisor). The parameter to the method is an Arguments object
with the following key/value pairs.
SupervisorButtonChange events. When a call is being monitored, the SupervisorButtonChange event
may carry a bitmask indicating that the call can be barged into. To barge-in on a call, the application
calls the Agent.SuperviseCall() method. The target of the SuperviseCall() method is the current agent
(the agent object that represents the supervisor). The parameter to the method is an Arguments object
with the following key/value pairs.
Table 4-10
Agent.StartMonitoringCall Parameter
Key
Value
AgentReference
The UniqueObjectID of the currently
monitored agent
monitored agent
CallReference
The UniqueObjectID of the currently
monitored call
monitored call
SupervisoryAction
The value 3. For the .NET CIL, this is
SupervisoryAction.eSupervisorBargeIn
SupervisoryAction.eSupervisorBargeIn