Cisco Cisco Computer Telephony Integration Option 8.5 Guía Del Desarrollador

AnswerCtl

Provides UI to answer a call. Only a call with state 
“LCS_Alerting” (Ringing) can be answered.

BadLineCtl

Provides a UI to report a Bad Line, e.g. bad voice 
quality or equipment problems.

CallAppearanceCtl

A grid control displaying call information, including 
call status and context data.

ConferenceCtl

Provides UI to place a conference call in single step 
or consultative mode.

HoldCtl

Provides UI to put calls on hold and retrieve them.

MakeCallCtl

Provides UI to enter a telephone number and place a 
make call request.

ReconnectCtl

Provides a UI for reconnect requests. If an agent has 
Call A active and Call B on hold, reconnect will 
hang up call A and make Call B active. Useful during 
consult calls to return to the original call.

StatusBarCtl

Visually displays information about the logged on 
agent (id, instrument, extension, current state).

RecordCtl

Provides UI for Call Recording requests (start/stop 
recording), the requests will be forwarded to CTI 
Server, so they can be handled by a configured call 
recording service.

TransferCtl

Provides UI to transfer a call in single step or 
consultative mode.

AgentStatisticsCtl

A grid control displaying real-time agent statistics. 
Columns are configurable at CTI OS server (see the 
CTI OS System Manager's Guide for Cisco Unified 
ICM/Contact Center Enterprise & Hosted).

SkillgroupStatisticsCtl

A grid control displaying real time skill group 
statistics. Columns are configurable at CTI OS 
server (see the CTI OS System Manager's Guide for 
Cisco Unified ICM/Contact Center Enterprise & 
Hosted).

AgentSelectCtl

Supervisor specific; displays all agent team 
members of a supervisor (configured by Unified 
ICM), including agent name, agentid, agentstate, 
timeinstate and skillgroups.