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 5 CTI OS ActiveX Controls
CTI OS ActiveX Control Descriptions
Figure 5-24
Expanded Dialog
If the agent is on a call while selecting the Make Call button, the dialpad will be displayed without the
MakeCall feature. The agent can then use the dialpad to play DTMF tones.
MakeCall feature. The agent can then use the dialpad to play DTMF tones.
ReconnectCtl
The ReconnectCtl is a Button control allowing the agent to send a Reconnect Call request. Reconnect is
a useful feature during a consult call. If an agent has Call A held and Call B active, reconnect will hang
up Call B and make Call A active. In a consult call scenario, reconnect will hang up the consult call and
return to the original call.
a useful feature during a consult call. If an agent has Call A held and Call B active, reconnect will hang
up Call B and make Call A active. In a consult call scenario, reconnect will hang up the consult call and
return to the original call.
SkillgroupStatisticsCtl
The SkillGroupStatistics control is a grid based control displaying Unified ICM real time SkillGroup
statistics.
statistics.
The columns displayed are configurable at CTI OS server (see the CTI OS System Manager's Guide for
Cisco Unified ICM/Contact Center Enterprise & Hosted). The update interval can be configured but
defaults to 10 seconds.
Cisco Unified ICM/Contact Center Enterprise & Hosted). The update interval can be configured but
defaults to 10 seconds.
If an agent belongs to multiple SkillGroups, each row will display statistics for one SkillGroup. For a
supervisor this control will display all skillgroups in his team.
supervisor this control will display all skillgroups in his team.
Figure 5-25
SkillgroupStatisticsCtl Displaying Sample Data for Three Skillgroups