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 5 CTI OS ActiveX Controls
CTI OS ActiveX Control Descriptions
BadLineCtl
Figure 5-11
BalLineCtl
The Bad Line Control is a button that provides UI for reporting a Bad Line. This request will generate a
database entry in Unified ICM and is an indicator for voice/equipment problems.
database entry in Unified ICM and is an indicator for voice/equipment problems.
CallAppearanceCtl
The CallAppearance Control is a grid based control displaying call information, including call status and
call context data (i.e., CallVariable1 through CallVariable10 and ECC variables).
call context data (i.e., CallVariable1 through CallVariable10 and ECC variables).
Figure 5-12
CallAppearance Control Displaying Two Calls
Each incoming or outgoing call is displayed in one row in the grid. When a call first arrives, it will
usually show a status of “Ringing”, until it is answered. A call can be answered by a double click in the
grid, similar to a click on the Answer Button. Some columns in the CallAppearance, grid can be edited
if so configured (for example, the Columns displaying Callvariables) by selecting on the cell to be edited.
usually show a status of “Ringing”, until it is answered. A call can be answered by a double click in the
grid, similar to a click on the Answer Button. Some columns in the CallAppearance, grid can be edited
if so configured (for example, the Columns displaying Callvariables) by selecting on the cell to be edited.
The grid can display multiple calls (see
). If the grid is displaying multiple calls, user can
click and select a call anywhere on the row where the call is displayed. This will highlight the whole row
displaying this call (e.g. in
displaying this call (e.g. in
the call with id 16777886 is currently selected). Any button
controls (e.g., Answer, Release, Hold,) will enable or disable themselves based on the state the newly
selected call is in.
selected call is in.
The CallAppearance grid handles most call related events. It will display a call as soon as it receives an
eCallBeginEvent. It will update the CallStatus and CallContext (CallVariables and ECC variables) on
eCallDataUpdate and other call events (eServiceInitiated, eCallEstablished,). It will erase the call from
the grid when it receives an eCallEnd event.
eCallBeginEvent. It will update the CallStatus and CallContext (CallVariables and ECC variables) on
eCallDataUpdate and other call events (eServiceInitiated, eCallEstablished,). It will erase the call from
the grid when it receives an eCallEnd event.
The CallAppearance grid can be in one of two modes. In “normal” mode it will show any calls for the
agent/supervisor logged in; in “monitored” mode (only for supervisor), the CallAppearance grid will
display all calls for a currently monitored agent (see Agent Select grid). A supervisor can click and then
select a “monitored call” on a row in the grid to perform supervisory functions like barge-in or intercept
(see SupervisorOnly control).
agent/supervisor logged in; in “monitored” mode (only for supervisor), the CallAppearance grid will
display all calls for a currently monitored agent (see Agent Select grid). A supervisor can click and then
select a “monitored call” on a row in the grid to perform supervisory functions like barge-in or intercept
(see SupervisorOnly control).