Cisco Cisco Computer Telephony Integration Option 8.5 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
Enabling Silent Monitor in Your Application
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AvgInternalCallsHeldTimeToHalf = InternalCallsHeldTimeToHalf/InternalCallsHeldToHalf
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AvgCallsQTimeHalf = CallsQTimeHalf/CallsQHalf
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AvgAgentOutCallsTalkTimeToday = AgentOutCallsTalkTimeToday/AgentOutCallsToday
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AvgAgentOutCallsTimeToday = AgentOutCallsTimeToday/AgentOutCallsToday
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AvgAgentOutCallsHeldTimeToday = AgentOutCallsHeldTimeToday/AgentOutCallsHeldToday
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AvgHandledCallsTalkTimeToday = HandledCallsTalkTimeToday/HandledCallsToday
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AvgHandledCallsAfterCallTimeToday = HandledCallsAfterCallTimeToday/HandledCallsToday
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AvgHandledCallsTimeToday = HandledCallsTimeToday/HandledCallsToday
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AvgIncomingCallsHeldTimeToday = IncomingCallsHeldTimeToday/IncomingCallsHeldToday
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AvgInternalCallsRcvdTimeToday = InternalCallsRcvdTimeToday/InternalCallsRcvdToday
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AvgInternalCallsHeldTimeToday = InternalCallsHeldTimeToday/InternalCallsHeldToday
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AvgCallsQTimeToday = CallsQTimeToday/CallsQToday
Enabling Silent Monitor in Your Application
There are two (mutually exclusive) silent monitoring methods:
•
CTI OS based silent monitoring
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Cisco UnifiedCommunications Manager (Unified CM) based silent monitoring
Refer to the “Silent Monitoring” section of the CTI OS System Manager's Guide for Cisco Unified
ICM/Contact Center Enterprise & Hosted for additional information on each. For information concerning
how to enable silent monitor in your application, refer to
ICM/Contact Center Enterprise & Hosted for additional information on each. For information concerning
how to enable silent monitor in your application, refer to
, as
applicable.
Enabling CTI OS Based Silent Monitoring in Your Application
Note
CTI OS Silent Monitor functionality is only available in the C++ and COM CILs.
The silent monitor manager object is responsible for establishing and maintaining the state of a silent
monitor session.
monitor session.
The first thing a client application should do is to create a silent monitor object instance. The application
should then set this object instance as the current manager in the session object. The CIL provides the
interface to this functionality. A client application can work in one of two possible modes:
should then set this object instance as the current manager in the session object. The CIL provides the
interface to this functionality. A client application can work in one of two possible modes:
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Monitoring mode. The client receives audio from a remote monitored target (device/agent).
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Monitored mode. The client sends audio to a remote monitoring client.
Note
Silent Monitor will not work until you set the session mode using on of the following function calls:
Session.SetAgent() for an Agent mode application
Session.SetMessageFilters() for a Monitor mode application
Session.SetMessageFilters() for a Monitor mode application