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 6 Event Interfaces and Events
IMonitoredCallEvents Interface
The most common event being handled is the OnMonitoredAgentStateChange event, which informs a
supervisor of agent state changes of agents in the supervisor’s team. All the parameters are the same as
for regular OnAgentStateChange events, except for an additional keyword called
CTIOS_MONITORED, which indicates that this event is for a monitored agent.
supervisor of agent state changes of agents in the supervisor’s team. All the parameters are the same as
for regular OnAgentStateChange events, except for an additional keyword called
CTIOS_MONITORED, which indicates that this event is for a monitored agent.
List of Monitored Agent events:
OnMonitoredAgentStateChange([in] IArguments *pIArguments);
OnMonitoredAgentInfoEvent([in] IArguments *pIArguments);
IMonitoredCallEvents Interface
Note
The events in this section are supported for use with Unified CCE only.
This interface fires Call events to a supervisor for one of his agent team members. When the supervisor
sends a StartMonitoringAgent request (see
sends a StartMonitoringAgent request (see
), the supervisor will start
receiving MonitoredCallEvents for this “currently” monitored agent. Monitored call events will be
received until the supervisor sends a StopMonitoringAgent request for this agent.
received until the supervisor sends a StopMonitoringAgent request for this agent.
The IMonitoredCallEvents interface includes OnMonitoredCallBegin, OnMonitoredCallEnd, and
OnMonitoredCallDataUpdate as well as other call events (see list below). These events are described in
detail for the ICallEventsInterface. The only difference is that the arguments array contains an additional
keyword call CTIOS_MONITORED, indicating that this event is for a monitored call.
OnMonitoredCallDataUpdate as well as other call events (see list below). These events are described in
detail for the ICallEventsInterface. The only difference is that the arguments array contains an additional
keyword call CTIOS_MONITORED, indicating that this event is for a monitored call.
List of Monitored Call events:
OnMonitoredCallBegin([in] IArguments *pIArguments);
OnMonitoredCallEnd([in] IArguments *pIArguments);
OnMonitoredCallDataUpdate([in] IArguments *pIArguments);
OnMonitoredCallDelivered([in] IArguments *pIArguments);
OnMonitoredCallEstablished([in] IArguments *pIArguments);
OnMonitoredCallHeld([in] IArguments *pIArguments);
OnMonitoredCallRetrieved([in] IArguments *pIArguments);
OnMonitoredCallCleared([in] IArguments *pIArguments);
OnMonitoredCallConnectionCleared([in] IArguments *pIArguments);
MonitoredCallReachedNetworkEvent([in] IArguments *pIArguments);
OnMonitoredCallOriginated([in] IArguments *pIArguments);
OnMonitoredCallFailed([in] IArguments *pIArguments);
OnMonitoredCallTransferred([in] IArguments *pIArguments);
OnMonitoredCallConferenced([in] IArguments *pIArguments);
OnMonitoredCallDiverted([in] IArguments *pIArguments);
OnMonitoredTranslationRoute([in] IArguments *pIArguments);
OnMonitoredCallAgentPrecallEvent([in] IArguments *pIArguments);
OnMonitoredCallAgentPrecallAbortEvent([in] IArguments *pIArguments);
MonitoredCallServiceInitiatedEvent([in] IArguments *pIArguments);