Cisco Cisco Computer Telephony Integration Option 9.0 Developer's Guide
C H A P T E R
5-1
CTI OS Developer’s Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 8.0(1)
5
CTI OS ActiveX Controls
The CTI OS Developer's Toolkit includes a set of ActiveX controls to enable rapid application
development. ActiveX controls are typically UI components (there are also ActiveX controls which are
invisible at run time) that enable easy drag-and-drop creation of custom CTI applications in a variety of
container applications. Container applications include: Microsoft Visual Basic 6.0, Microsoft Internet
Explorer, Microsoft Visual C++ 7.1(1), Borland Delphi, Sybase Powerbuilder and other applications
supporting the OC96 ActiveX standard.
development. ActiveX controls are typically UI components (there are also ActiveX controls which are
invisible at run time) that enable easy drag-and-drop creation of custom CTI applications in a variety of
container applications. Container applications include: Microsoft Visual Basic 6.0, Microsoft Internet
Explorer, Microsoft Visual C++ 7.1(1), Borland Delphi, Sybase Powerbuilder and other applications
supporting the OC96 ActiveX standard.
The CTI OS Agent Desktop and CTI OS Supervisor Desktop for Unified CCE applications are both
Visual Basic applications based on the CTI OS ActiveX controls.
Visual Basic applications based on the CTI OS ActiveX controls.
See also the CTI OS Agent Desktop User Guide for Cisco Unified ICM/Contact Center Enterprise &
Hosted as well as the CTI OS Supervisor Desktop User Guide for Cisco Unified Contact Center
Enterprise & Hosted.
Hosted as well as the CTI OS Supervisor Desktop User Guide for Cisco Unified Contact Center
Enterprise & Hosted.
be grouped into Agent Related Controls, Call Related Buttons, Statistics Controls, and Supervisor
Controls.
Controls.
Table 5-1
CTI OS ActiveX Controls
Control
Description
Agent Related Controls
AgentStateCtl
Provides UI to for login, logout, ready, not ready and
wrapup requests, also enables the use to specify
reason codes for logout and Not_Ready (if supported
and configured).
wrapup requests, also enables the use to specify
reason codes for logout and Not_Ready (if supported
and configured).
ChatCtl
Provides UI to send text messages to a supervisor or
(if allowed) to other agents.
(if allowed) to other agents.
EmergencyAssistCtl
Provides UI to place Emergency and Supervisor
Assist calls. These calls allow agents to conveniently
contact a supervisor if they need help. The
corresponding Unified ICM scripts must be
configured in order for this control to work.
Assist calls. These calls allow agents to conveniently
contact a supervisor if they need help. The
corresponding Unified ICM scripts must be
configured in order for this control to work.
Call Related Controls
AlternateCtl
Provides UI for alternate requests. If an agent has
Call A active and Call B on hold, alternate will put
call A on hold and make Call B active. Useful during
consult calls.
Call A active and Call B on hold, alternate will put
call A on hold and make Call B active. Useful during
consult calls.