Cisco Cisco Computer Telephony Integration OS 8.5 Developer's Guide
5-14
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
AgentSelectCtl
Table 5-3
OnEnableControlReceived Button Enablement Masks
The agent select control is used for supervising agents and becomes active if the currently logged in
agent is a supervisor. When a supervisor has logged on, this grid based control will display all agent team
members of a supervisor (configured by Unified ICM), including agent name, AgentID, AgentState,
TimeInState and SkillGroups. The TimeInState column will be reset in real-time as the agents change
state. If an agent remains in a state for more than 10 minutes, the TimeInState figure will be displayed
in red.
agent is a supervisor. When a supervisor has logged on, this grid based control will display all agent team
members of a supervisor (configured by Unified ICM), including agent name, AgentID, AgentState,
TimeInState and SkillGroups. The TimeInState column will be reset in real-time as the agents change
state. If an agent remains in a state for more than 10 minutes, the TimeInState figure will be displayed
in red.
Figure 5-6
Agent Select Grid Populated with Sample Data
The agent select control handles the following events:
•
OnNewTeamMember. Informs the supervisor of a new team member or a team member change.
This will cause a row in the agentselect grid to be updated (add/remove agent).
This will cause a row in the agentselect grid to be updated (add/remove agent).
•
OnMonitoredAgentStateChange. Informs the supervisor of an agent state change. The new
agentstate will be displayed in the State column and the TimeInState Column will be set to zero.
agentstate will be displayed in the State column and the TimeInState Column will be set to zero.
•
OnAgentInfo Event.
A supervisor can select a “currently monitored agent” by clicking on an agent displayed in the grid. This
causes a set monitored agent method call on the agent object. Any supervisory action (for example logout
monitored agent – see SupervisorOnlyCtl) will be performed on the “currently monitored” agent.
causes a set monitored agent method call on the agent object. Any supervisory action (for example logout
monitored agent – see SupervisorOnlyCtl) will be performed on the “currently monitored” agent.
m_eButtonType
nButtonMask
eLoginAgentBtn
ENABLE_LOGIN
eLoginSupervisorBtn
ENABLE_LOGIN
eLogoutBtn
ENABLE_LOGOUT or
ENABLE_LOGOUT_WITH_ REASON
ENABLE_LOGOUT_WITH_ REASON
eReadyBtn
ENABLE_READY
eNotReadyBtn
ENABLE_NOTREADY or
ENABLE_NOTREADY_WITH_REASON
ENABLE_NOTREADY_WITH_REASON
eWorkReadyBtn
ENABLE_WORKREADY
eWorkNotReadyBtn
ENABLE_WORKNOTREADY