Cisco Cisco Computer Telephony Integration Option 8.5 Developer's Guide
5-8
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
These are basic call scenarios and are to be used for reference, only. Customized desktops can have
different enablement behaviors.
different enablement behaviors.
Button Controls
Button Controls include the AgentStateCtl, AlternateCtl, AnswerCtl, BadLineCtl, ConferenceCtl,
EmergencyAssistCtl, HoldCtl, MakeCallCtl, ReconnectCtl, SupervisorOnlyCtl, RecordCtl, and
TransferCtl. They provide an UI to perform a certain CTI task (like logging in or answering a call). All
of the Button Controls are based on the CTI OS ButtonCtl and share the same characteristics. All CTI
OS buttons will enable and disable themselves automatically based on the current state of the system.
For example, if an agent is not logged in, the only button available to click is the Login Button (see
AgentStateCtl), or if a call has not been answered and is selected in the CallAppearanceCtl, the Answer
Button will be enabled (see AnswerCtl and CallAppearanceCtl). All buttons can be configured via their
property pages to show custom text captions, custom icons and custom tooltip captions.
EmergencyAssistCtl, HoldCtl, MakeCallCtl, ReconnectCtl, SupervisorOnlyCtl, RecordCtl, and
TransferCtl. They provide an UI to perform a certain CTI task (like logging in or answering a call). All
of the Button Controls are based on the CTI OS ButtonCtl and share the same characteristics. All CTI
OS buttons will enable and disable themselves automatically based on the current state of the system.
For example, if an agent is not logged in, the only button available to click is the Login Button (see
AgentStateCtl), or if a call has not been answered and is selected in the CallAppearanceCtl, the Answer
Button will be enabled (see AnswerCtl and CallAppearanceCtl). All buttons can be configured via their
property pages to show custom text captions, custom icons and custom tooltip captions.
Grid Controls
Grid controls include the AgentSelectCtl, CallAppearanceCtl, AgentStatisticsCtl and
SkillGroupStatisticsCtl. The Grid Controls are used to display data, select calls (see CallAppearanceCtl)
or Agents (AgentSelectCtl), or in some cases enable you to enter data (e.g. Callvariables in the
CallAppearanceCtl). The following grid properties can be configured by CTI OS server (see the CTI OS
System Manager's Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted):
SkillGroupStatisticsCtl. The Grid Controls are used to display data, select calls (see CallAppearanceCtl)
or Agents (AgentSelectCtl), or in some cases enable you to enter data (e.g. Callvariables in the
CallAppearanceCtl). The following grid properties can be configured by CTI OS server (see the CTI OS
System Manager's Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted):
•
Columns to display
•
Column header
•
Column width
•
Column alignment
Supervisor Status Bar
The Supervisor Softphone has a status bar that appears at the bottom of the window. The supervisor
status bar information is configurable at design time using the property pages. It can also be set
programmatically at run time.
status bar information is configurable at design time using the property pages. It can also be set
programmatically at run time.
CTI OS ActiveX Control Descriptions
This section describes the CTI OS ActiveX softphone controls listed in
.
AgentStateCtl
The agentstate control is based on the CTI OS button control and can be one of several button types. To
select the button type, bring up the property page (container dependent, for example right click in VB)
and select the desired agentstate functionality from the following:
select the button type, bring up the property page (container dependent, for example right click in VB)
and select the desired agentstate functionality from the following: