Cisco Cisco Computer Telephony Integration Option 8.5 Manuales de usuario

Cisco

(English)Guía Del Desarrollador (English)Guía De Referencia (English)Guía De Instalación (English)Guía Para Resolver Problemas (English)Guía Para Resolver Problemas (English)Guía Para Resolver Problemas (English)Guía Para Resolver Problemas (English)Guía Para Resolver Problemas (English)Guía De Referencia (English)Guía De Referencia (English)Guía De Referencia (English)Referencia técnica (English)Notas de publicación (English)Guía Del Desarrollador (English)Guía Del Desarrollador (English)Guía Del Desarrollador (English)Guía Del Desarrollador (English)Guía Del Desarrollador (English)Guía Del Desarrollador (English)Guía Del Desarrollador (English)Guía Del Desarrollador (English)Guía Del Desarrollador (English)Guía Del Desarrollador (English)Guía Del Desarrollador (English) (English) (English) (English)Guía Del Usuario (English)Guía Del Usuario (English)Guía Del Usuario (English)Guía Del Usuario (English)Guía Del Usuario (English)Guía Del Usuario (English)Guía Del Usuario (English)Guía Del Usuario (English)Guía Del Usuario (English)Guía Del Usuario (English)Guía Del Usuario (English)Guía Del Usuario (English) (English) (English) (English)

/es/manuals/1702554/

Tabla de contenidos

CTI Product Description Guide for Cisco Unified Contact Center Enterprise
1
Contents
3
About This Guide
5
What is CTI?
9
Cisco CTI Server Software
17
Cisco CTI Object Server (CTI OS) Software
25
- Overview of CTI OS
  25
- Using the Samples
  29
Cisco Agent Desktop (CAD) Software
31
- Cisco Agent Desktop
  31
Index
33
- A
  33
- B
  33
- C
  33
- D
  33
- E
  33
- F
  34
- I
  34
- M
  34
- P
  34
- R
  34
- S
  34
- T
  34
- U
  34
- W
  34

Tamaño:

700 KB
Páginas:

34
Language:

English

Manuales abiertas

Guía Del Desarrollador

Tabla de contenidos

CTI OS Developer's Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
1
Contents
3
About This Guide
19
- Purpose
  19
- Audience
  19
- Organization
  19
- Related Documentation
  20
- Conventions
  21
- Obtaining Documentation and Submitting a Service Request
  21
- Documentation Feedback
  21
Introduction
23
- Introduction to CTI
  23
- What is a CTI-Enabled Application?
  23
  - Screen Pop
    23
  - Agent State Control
    24
  - Third-Party Call Control
    24
- Leveraging CTI Application Event Flow
  24
  - Asynchronous Events
    24
  - Request-Response Paradigm
    25
- Overview of CTI OS
  26
CTI OS Client Interface Library Architecture
29
- Object Server Architecture
  29
- Client Interface Library Architecture
  29
  - Connection Layer
    30
  - Service Layer
    30
  - Object Interface Layer
    31
  - Custom Application
    31
- CIL Object Model
  31
  - Session Object
    31
    - Session Modes
      32
  - Agent Object
    32
  - Call Object
    32
  - SkillGroup Object
    32
  - Object Creation and Lifetime
    33
  - Reference Counting
    33
- Where To Go From Here
  39
CIL Coding Conventions
41
- CTI OS CIL Data Types
  41
- Asynchronous Program Execution
  42
- CIL Error Codes
  43
- COM Error Codes
  47
- Generic Interfaces
  47
- UniqueObjectID
  49
- Obtaining Objects from UniqueObjectIDs
  51
- Using Button Enablement Masks
  51
Building Your Application
53
- Setting Up Your Environment for .NET
  53
  - Integrating with Microsoft Visual Studio .NET 2005
    54
    - Adding CTI OS Toolkit 8.0(1) Components to the “Add Reference” Dialog Box
      55
    - Adding Cisco CTI OS ActiveX 8.0(1) Controls to the Toolbox
      55
- Integrating your Application with CTI OS via the CIL
  56
  - Planning and Designing Your Integration
    56
  - What Language and Interface to Use
    56
- Testing CTI Applications
  57
  - Developing a Test Plan
    57
  - Test Environment
    58
- Using the Samples
  58
- Using The CTI OS ActiveX Controls
  60
  - Building a Simple Softphone with ActiveX Controls
    60
  - Adding a Hook for Screenpops
    61
    - CTI OS SessionResolver
      61
    - Sample VB .NET code to Retrieve CallVariable1
      62
- Using the COM CIL in Visual C++ 8.0(1)
  63
  - COM Client Interface Library (COM CIL.)
    63
  - Adding COM Support to your Application
    64
    - Important Note About COM Method Syntax
      64
  - Using the CIL Dynamic Link Libraries
    64
  - Creating an Instance of a COM Object
    65
  - Subscribing and Unsubscribing to COM Events in C++
    65
  - Next Steps
    66
- Using the C++ CIL and Static Libraries
  66
  - Header Files and Libraries
    66
  - Project Settings for Compiling and Linking
    67
  - Subscribing for Events in C++
    69
  - STLPort
    70
  - Next Steps
    70
- Using the Java CIL Libraries
  70
  - Next Steps
    71
- Using the .NET CIL Libraries
  71
  - Next Steps
    71
- Connecting to the CTI OS Server
  72
  - How to Create the Session Instance
    72
    - Session Object Lifetime (C++ only)
      72
  - How to Set the Event Listener and Subscribe to Events
    73
  - How to Set Connection Parameters for the Session
    73
  - How to Connect the Session to the CTI OS Server
    73
  - Dealing with Connection Failures
    74
  - How to Set the Connection Mode
    75
  - Settings Download
    80
  - Disconnecting from CTI OS Server
    81
- Logging In and Logging Out an Agent
  82
  - How to Log In an Agent
    82
  - How to Handle Duplicate Log In Attempts
    83
  - How to Log Out an Agent
    87
    - Typical Logout Procedure
      87
- Working with Calls
  89
  - Handling Multiple Calls
    89
  - What is the Current Call?
    89
  - How to Get a Call Object
    90
  - How to Set the Current Call for the Session
    90
  - Call Wrapup
    90
  - Logout and NotReady Reason Codes
    91
  - When Does the Application Receive the OnButtonEnablementChange() Event?
    91
- Making Requests
  94
  - Preventing Multiple Duplicate Requests
    94
- Working with Events
  95
  - Handling Events in Order
    95
  - Coding Considerations for CIL Event Handling
    95
  - Monitoring the OnCallEnd() Event
    95
- Working with Agent Statistics
  96
  - Overview
    96
  - How to Set Up an Agent Application to Receive Agent Statistics
    96
  - How to Set Up a Monitor-Mode Application to Receive Agent Statistics
    97
  - Accessing Agent Statistics
    100
  - Changing Which Agent Statistics are Sent
    101
  - Agent Statistics Computed by the Sample CTI OS Desktop
    101
- Working with Skill Group Statistics
  101
  - Overview
    101
  - How to Set Up a Monitor-Mode Application to Receive Skill Group Statistics
    102
  - Accessing Skill Group Statistics
    103
  - Changing Which Skill Group Statistics are Sent
    104
  - Skill Group Statistics Computed by the Sample CTI OS Desktop
    104
- Enabling Silent Monitor in Your Application
  105
  - Enabling CTI OS Based Silent Monitoring in Your Application
    105
  - Enabling Unified CM Based Silent Monitoring in your Application
    109
- Deployment of Custom CTI OS Applications
  113
  - Deploying Applications Using the ActiveX Controls
    113
  - Deploying Applications Using COM (But Not ActiveX Controls)
    119
  - Deploying Applications using C++ CIL
    119
  - Deploying Applications using .NET CIL
    120
  - Custom Application and CTI OS Security
    120
- Building Supervisor Applications
  120
  - General Flow
    121
  - Monitored and Unmonitored Events
    121
  - Requesting and Monitoring the Supervisor’s Teams
    121
    - OnNewAgentTeamMember
      123
    - OnNewAgentTeamMember Events and Supervisors
      123
    - OnMonitoredAgentStateChange Events
      124
    - OnMonitoredAgentInfo Event
      124
    - Time in State
      124
    - OnSkillInfo Event
      124
    - Populating an Agent Grid
      125
  - Monitoring Agents
    127
  - Monitoring Calls
    131
    - MonitoredCallEvents
      131
    - Barging into Calls
      132
    - Intercepting Calls
      133
    - Updating Monitored Call Data
      134
- Sample Code in the CTI OS Toolkit
  134
  - .NET Samples
    134
    - CTI Toolkit Combo Desktop.NET
      134
    - CtiOs Data Grid.NET
      136
    - All Agents Sample.NET
      136
    - All Calls Sample.NET
      136
  - Java CIL Samples
    136
  - Win32 Samples
    136
CTI OS ActiveX Controls
137
- Property Pages
  139
- Button Controls and Grid Controls
  139
  - Button Controls
    144
  - Grid Controls
    144
  - Supervisor Status Bar
    144
- CTI OS ActiveX Control Descriptions
  144
  - AgentStateCtl
    144
    - Related Methods
      147
    - Related Events
      148
  - AgentSelectCtl
    150
    - Methods
      151
  - AgentStatisticsCtl
    155
    - Methods
      155
  - AlternateCtl
    159
  - AnswerCtl
    159
  - BadLineCtl
    160
  - CallAppearanceCtl
    160
    - Related Methods
      161
    - Related Events
      161
    - Methods
      161
  - ChatCtl
    165
    - Methods
      165
  - ConferenceCtl
    168
  - EmergencyAssistCtl
    170
  - HoldCtl
    170
  - MakeCallCtl
    171
  - ReconnectCtl
    172
  - SkillgroupStatisticsCtl
    172
    - Methods
      173
  - StatusBarCtl
    176
  - SupervisorOnlyCtl
    177
  - RecordCtl
    178
  - TransferCtl
    179
- The Silent Monitor StandAlone ActiveX Control
  180
  - Connect
    180
  - Disconnect
    181
  - StartMonitoring
    181
  - StopMonitoring
    181
  - SilentMonitor Com Object Events
    181
  - Deployment
    182
  - Sample Usage in Visual Basic 6.0
    182
Event Interfaces and Events
185
- Event Publication Model
  185
- ISessionEvents Interface
  186
  - OnConnection
    186
    - Syntax
      186
    - Parameters
      186
  - OnConnectionClosed
    186
  - OnConnectionFailure
    187
    - Syntax
      187
    - Parameters
      187
  - OnConnectionRejected
    187
    - Syntax
      187
    - Parameters
      187
  - OnCTIOSFailure
    187
    - Syntax
      188
    - Parameters
      188
    - Remarks
      189
  - OnCurrentAgentReset
    189
    - Syntax
      189
    - Parameters
      189
  - OnCurrentCallChanged
    189
    - Syntax
      190
    - Parameters
      190
  - OnFailure Event
    190
  - OnGlobalSettingsDownloadConf
    190
    - Syntax
      191
    - Parameters
      191
  - OnHeartbeat
    199
    - Syntax
      200
    - Parameters
      200
  - OnMissingHeartbeat
    200
    - Syntax
      200
    - Parameters
      200
  - OnMonitorModeEstablished
    201
    - Syntax
      201
    - Parameters
      201
  - OnSnapshotDeviceConf
    201
    - Syntax
      201
    - Parameters
      202
    - Remarks
      202
  - OnSnapshotSkillGroupList
    202
  - OnTranslationRoute
    202
    - Syntax
      203
    - Parameters
      203
- ICallEvents Interface
  204
  - OnAgentPrecallEvent
    204
    - Syntax
      204
    - Parameters
      205
  - OnAgentPrecallAbortEvent
    206
    - Syntax
      206
    - Parameters
      206
  - OnAlternateCallConf
    206
    - Syntax
      207
  - Parameters
    207
  - OnAnswerCallConf
    207
    - Syntax
      207
    - Parameters
      207
  - OnCallBegin
    207
    - Syntax
      208
    - Parameters
      208
  - OnCallCleared
    209
    - Syntax
      210
    - Parameters
      210
  - OnCallConnectionCleared
    210
    - Syntax
      210
    - Parameters
      211
  - OnCallConferenced
    211
    - Syntax
      211
    - Parameters
      211
  - OnCallDataUpdate
    213
    - Syntax
      213
    - Parameters
      214
  - OnCallDelivered
    215
    - Syntax
      215
    - Parameters
      216
  - OnCallDequeuedEvent
    216
    - Syntax
      216
    - Parameters
      217
  - OnCallDiverted
    217
    - Syntax
      217
    - Parameters
      217
  - OnCallEnd
    218
    - Syntax
      218
    - Parameters
      219
  - OnCallEstablished
    219
    - Syntax
      219
    - Parameters
      219
  - OnCallFailed
    220
    - Syntax
      220
    - Parameters
      221
  - OnCallHeld
    221
    - Syntax
      221
    - Parameters
      221
  - OnCallOriginated
    222
    - Syntax
      222
    - Parameters
      222
  - OnCallQueuedEvent
    223
    - Syntax
      223
    - Parameters
      223
  - OnCallReachedNetworkEvent
    224
    - Syntax
      224
    - Parameters
      224
  - OnCallRetrieved
    225
    - Syntax
      225
    - Parameters
      225
  - OnCallServiceInitiatedEvent
    225
    - Syntax
      225
    - Parameters
      226
  - OnCallStartRecordingConf
    226
    - Syntax
      226
    - Parameters
      226
  - OnCallStopRecordingConf
    227
    - Syntax
      227
    - Parameters
      227
  - OnCallTransferred
    227
    - Syntax
      227
    - Parameters
      227
  - OnClearCallConf
    229
    - Syntax
      229
    - Parameters
      229
  - OnClearConnectionConf
    229
    - Syntax
      230
    - Parameters
      230
  - OnConferenceCallConf
    230
    - Syntax
      230
    - Parameters
      230
  - OnConsultationCallConf
    230
    - Syntax
      230
    - Parameters
      231
  - OnControlFailureConf
    231
    - Syntax
      231
    - Parameters
      231
  - OnHoldCallConf
    231
    - Syntax
      232
    - Parameters
      232
  - OnMakePredictiveCallConf
    232
  - OnReconnectCallConf
    232
    - Syntax
      232
    - Parameters
      232
  - OnReleaseCallConf
    232
  - OnRetrieveCallConf
    233
    - Syntax
      233
    - Parameters
      233
  - OnSendDTMFConf
    233
    - Syntax
      233
    - Parameters
      233
  - OnSetCallDataConf
    233
    - Syntax
      233
    - Parameters
      234
  - OnSnapshotCallConf
    234
    - Syntax
      234
    - Parameters
      235
  - OnTransferCallConf
    237
    - Syntax
      237
    - Parameters
      237
- IAgentEvents Interface
  237
  - OnAgentDeskSettingsConf
    237
    - Syntax
      237
    - Parameters
      237
  - OnAgentInfoEvent
    239
    - Syntax
      239
    - Parameters
      240
  - OnAgentStateChange
    240
    - Syntax
      240
    - Parameters
      240
  - OnAgentStatistics
    242
    - Syntax
      242
    - Parameters
      243
  - OnChatMessage
    243
    - Syntax
      243
    - Parameters
      243
  - OnControlFailureConf
    244
    - Syntax
      244
    - Parameters
      244
  - OnEmergencyCall
    249
    - Syntax
      249
    - Parameters
      249
    - Remarks
      250
  - OnLogoutFailed
    250
    - Syntax
      250
    - Parameters
      250
  - OnMakeCallConf
    250
    - Syntax
      250
    - Parameters
      250
  - OnNewAgentTeamMember
    251
    - Syntax
      251
    - Parameters
      251
  - OnPostLogout
    253
    - Syntax
      253
    - Parameters
      253
    - Remarks
      254
  - OnPreLogout
    254
    - Syntax
      254
    - Parameters
      254
  - OnQueryAgentStateConf
    255
    - Syntax
      255
    - Parameters
      255
  - OnSetAgentModeEvent
    257
    - Syntax
      257
    - Parameters
      257
  - OnSetAgentStateConf
    258
    - Syntax
      258
    - Parameters
      258
  - OnStartMonitoringAgent
    258
    - Syntax
      258
    - Parameters
      258
    - Remarks
      259
  - OnStopMonitoringAgent
    259
    - Syntax
      259
    - Parameters
      259
    - Remarks
      260
  - OnUserMessageConf
    260
- ISkillGroupEvents Interface
  260
  - OnSkillGroupStatisticsUpdated
    260
    - Syntax
      260
    - Parameters
      260
  - OnSkillInfoEvent
    261
    - Parameters
      261
- IButtonEnablementEvents
  261
  - OnButtonEnablementChange
    261
    - Parameters
      261
  - OnSupervisorButtonChange
    264
    - Parameters
      264
    - Remarks
      264
- IMonitoredAgentEvents Interface
  264
- IMonitoredCallEvents Interface
  265
- ISilentMonitorEvents
  266
  - OnCallRTPStarted
    266
    - Syntax
      266
    - Parameters
      266
  - OnCallRTPStopped
    267
    - Syntax
      267
    - Parameters
      267
  - OnStartSilentMonitorConf
    268
    - Syntax
      268
    - Parameters
      268
  - OnSilentMonitorStartedEvent
    269
    - For CTI OS Based Silent Monitor
      269
    - For CCM Based Silent Monitor
      270
  - OnSilentMonitorStartRequestedEvent
    270
    - Syntax
      271
    - Parameters
      271
  - OnSilentMonitorSessionDisconnected
    272
    - Syntax
      272
    - Parameters
      272
  - OnSilentMonitorStopRequestedEvent
    272
    - For CTI OS Based Silent Monitor
      272
    - For CCM Based Silent Monitor
      273
  - OnSilentMonitorStatusReportEvent
    274
    - Syntax
      274
    - Parameters
      274
  - OnStopSilentMonitorConf
    276
    - Syntax
      276
    - Parameters
      276
  - OnRTPStreamTimedoutEvent
    277
    - Syntax
      277
    - Parameters
      277
- IGenericEvents Interface
  277
  - OnEvent
    277
    - Syntax
      277
- Java Adapter Classes
  278
  - IAllInOne
    278
  - IAgentEvents
    278
  - IButtonEnablementEvents
    278
  - ICallEvents
    278
  - ISkillGroupEvents
    278
- Events in Java CIL
  279
- Events in .NET CIL
  279
- Getting All Event Parameters
  280
  - How to Get All Parameters from an Event
    280
CtiOs Object
289
- Methods
  289
  - DumpProperties
    290
    - Syntax
      290
    - Parameters
      290
    - Return Value
      290
  - GetAllProperties
    290
    - Syntax
      290
    - Parameters
      291
    - Return Value
      291
  - GetElement
    291
    - Syntax
      291
    - Parameters
      291
    - Return Value
      292
  - GetLastError (Java and .NET only)
    292
    - Syntax
      292
    - Parameters
      292
    - Returns
      292
  - Remarks
    292
  - GetNumProperties
    293
    - Syntax
      293
    - Parameters
      293
    - Return Value
      293
  - GetPropertyName
    293
    - Syntax
      293
    - Parameters
      293
    - Return Value
      293
  - GetPropertyType
    294
    - Syntax
      294
    - Parameters
      294
    - Return Value
      294
  - GetValue
    295
    - Syntax
      295
    - Parameters
      295
    - Return Value
      295
  - GetValueArray
    295
    - Syntax
      295
    - Parameters
      296
    - Return Value
      296
  - GetValueBoolObj (Java and .NET only)
    296
    - Syntax
      296
    - Parameters
      296
    - Returns
      296
  - GetValueInt
    296
    - Syntax
      297
    - Parameters
      297
    - Return Value
      297
  - GetValueIntObj (Java only)
    297
    - Syntax
      297
    - Parameters
      298
    - Returns
      298
  - GetValueShortObj (Java only)
    298
    - Syntax
      298
    - Parameters
      298
    - Return Value
      298
  - GetValueString
    298
    - Syntax
      298
    - Parameters
      299
    - Return Value
      299
  - GetValueUIntObj (Java only)
    299
    - Syntax
      299
    - Parameters
      299
    - Returns
      299
  - GetValueUShortObj (Java only)
    300
    - Syntax
      300
    - Parameters
      300
    - Returns
      300
  - IsValid
    300
    - Syntax
      300
    - Parameters
      300
    - Return Value
      301
  - ReportError (Java and .NET only)
    301
    - Syntax
      301
    - Parameters
      301
    - Returns
      301
  - SetValue (Java and .NET)
    301
    - Syntax
      301
    - Parameters
      302
    - Returns
      302
  - SetValue (C++, COM, and VB)
    302
    - Syntax
      302
    - Parameters
      302
    - Return Values
      302
    - Remarks
      303
Session Object
305
- Session Object Properties
  305
- Methods
  307
  - AddEventListener (Java and .NET only)
    308
    - Syntax
      308
    - Parameters
      308
    - Returns
      309
  - AddListener Methods (C++ only)
    309
    - Syntax
      309
    - Remarks
      309
  - Connect
    309
    - Syntax
      309
    - Parameters
      310
    - Return Values
      310
    - Remarks
      310
  - CreateSilentMonitorManager
    311
    - Syntax
      311
    - Parameters
      312
    - Return Value
      312
    - Remarks
      312
  - CreateWaitObject (C++, Java, and .NET)
    312
    - Syntax
      312
    - Parameters
      312
    - Return Values
      312
  - DestroySilentMonitorManager
    313
    - Syntax
      313
    - Parameters
      313
    - Return Values
      313
    - Remarks
      313
  - DestroyWaitObject (C++ , Java, and .NET)
    313
    - Syntax
      313
    - Parameters
      313
    - Return Values
      314
    - Remarks
      314
  - DisableSkillGroupStatistics (C++ , Java, and .NET)
    314
    - Syntax
      314
    - Parameters
      314
    - Return Value
      314
    - Remarks
      314
  - Disconnect
    314
    - Syntax
      314
    - Parameters
      315
    - Return Values
      315
  - DumpProperties
    315
  - EnableSkillGroupStatistics (C++, Java, and .NET)
    315
    - Syntax
      315
    - Parameters
      315
    - Return Value
      315
    - Remarks
      316
  - GetAllAgents
    316
    - Syntax
      316
    - Parameters
      316
    - Return Values
      316
    - Remarks
      317
  - GetAllCalls
    318
    - Syntax
      318
    - Parameters
      319
    - Return Values
      319
    - Remarks
      320
  - GetAllProperties
    321
  - GetAllSkillGroups
    321
    - Syntax
      321
    - Parameters
      322
    - Return Values
      322
  - GetCurrentAgent
    322
    - Syntax
      322
    - Parameters
      322
    - Return Values
      322
  - GetCurrentCall
    323
    - Syntax
      323
    - Parameters
      323
    - Return Values
      323
  - GetCurrentSilentMonitor
    323
    - Syntax
      323
    - Return Values
      323
  - GetElement
    324
  - GetNumProperties
    324
  - GetObjectFromObjectID
    324
    - Syntax
      324
    - Parameters
      324
    - Return Values
      324
    - Remarks
      325
  - GetPropertyName
    325
  - GetPropertyType
    325
  - GetSystemStatus (Java, .NET, and C++ only)
    325
    - Syntax
      325
    - Parameters
      325
    - Returns
      325
  - GetValue Methods
    325
  - IsAgent
    325
    - Syntax
      326
    - Parameters
      326
    - Return Values
      326
  - IsCCMSilentMonitor
    326
    - Syntax
      326
    - Parameters
      326
    - Return Values
      326
  - IsSupervisor
    326
    - Syntax
      326
    - Parameters
      327
    - Return Values
      327
  - IsValid
    327
  - RemoveEventListener (Java and .NET)
    327
    - Syntax
      327
    - Parameters
      327
    - Returns
      327
  - RemoveListener Methods (C++ only)
    327
    - Syntax
      327
    - Remarks
      328
  - RequestDesktopSettings
    328
    - Syntax
      328
    - Parameters
      328
    - Return Values
      329
    - Remarks
      329
  - SetAgent
    329
    - Syntax
      329
    - Parameters
      329
    - Return Values
      329
  - SetCurrentCall
    330
    - Syntax
      330
    - Parameters
      331
    - Return Values
      331
    - Remarks
      331
  - SetCurrentSilentMonitor
    331
    - Syntax
      331
    - Parameters
      331
    - Return Values
      331
    - Remarks
      332
  - SetMessageFilter
    332
    - Syntax
      332
    - Parameters
      332
    - Return Values
      332
    - Remarks
      332
  - SetSupervisorMonitorMode
    332
    - Syntax
      332
    - Parameters
      333
    - Return Values
      333
- Notes On Message Filters
  333
Agent Object
339
- Agent Object Properties
  339
- Agent Statistics
  340
- Methods
  347
  - Arguments Parameters
    349
  - DisableAgentStatistics
    349
    - Syntax
      349
    - Parameters
      350
    - Return Value
      350
  - DisableSkillGroupStatistics
    350
    - Syntax
      350
    - Parameters
      350
    - Return Value
      350
  - EnableAgentStatistics
    351
    - Syntax
      351
    - Parameters
      351
    - Return Value
      351
    - Remarks
      351
  - EnableSkillGroupStatistics
    351
    - Syntax
      351
    - Parameters
      352
    - Return Value
      352
    - Remarks
      352
  - GetAgentState
    352
    - Syntax
      352
    - Parameters
      352
    - Return Value
      353
  - GetAllProperties
    353
  - GetElement
    353
  - GetMonitoredAgent
    353
    - Syntax
      353
    - Parameters
      353
    - Return Value
      353
    - Remarks
      353
  - GetMonitoredCall
    353
    - Syntax
      353
    - Parameters
      354
    - Return Value
      354
    - Remarks
      354
  - GetNumProperties
    354
  - GetPropertyName
    354
  - GetPropertyType
    354
  - GetSkillGroups
    354
    - Syntax
      355
    - Parameters
      355
    - Return Value
      355
  - GetValue Methods
    356
  - IsAgent
    357
    - Syntax
      357
    - Parameters
      357
    - Return Value
      357
  - IsSupervisor
    357
    - Syntax
      357
    - Parameters
      357
    - Return Values
      357
  - Login
    358
    - Syntax
      358
    - Input Parameters
      358
    - Return Values
      359
    - Remarks
      359
  - Logout
    360
    - Syntax
      360
    - Input Parameters
      360
    - Return Values
      361
    - Remarks
      361
  - MakeCall
    361
    - Syntax
      361
    - Input Parameters
      361
    - Return Value
      365
    - Remarks
      365
  - MakeEmergencyCall
    366
    - Syntax
      366
    - Parameters
      366
    - Return Value
      366
    - Remarks
      366
  - QueryAgentState
    367
    - Syntax
      367
    - Input Parameters
      367
    - Return Values
      367
    - Remarks
      367
  - ReportBadCallLine
    367
    - Syntax
      368
    - Parameters
      368
    - Return Values
      368
  - RequestAgentTeamList
    368
    - Syntax
      368
    - Parameters
      368
    - Return Value
      369
    - Remarks
      369
  - RequestSupervisorAssist
    369
    - Syntax
      369
    - Parameters
      369
    - Return Values
      369
    - Remarks
      369
  - SendChatMessage
    370
    - Syntax
      370
    - Parameters
      370
    - Return Values
      370
    - Remarks
      371
  - SetAgentState
    371
    - Syntax
      371
    - Input Parameters
      371
    - Return Values
      372
    - Remarks
      372
  - StartMonitoringAgent
    372
    - Syntax
      372
    - Parameters
      372
    - Return Value
      373
    - Remarks
      373
  - StartMonitoringAgentTeam
    373
    - Syntax
      373
    - Parameters
      373
    - Return Value
      373
    - Remarks
      374
  - StartMonitoringAllAgentTeams
    374
    - Syntax
      374
    - Parameters
      374
    - Return Value
      374
    - Remarks
      374
  - StartMonitoringCall
    375
    - Description
      375
    - Syntax
      375
    - Parameters
      375
    - Return Value
      375
    - Remarks
      375
  - StopMonitoringAgent
    375
    - Syntax
      375
    - Parameters
      376
    - Return Value
      376
    - Remarks
      376
  - StopMonitoringAgentTeam
    376
    - Syntax
      376
    - Parameters
      376
    - Return Value
      376
    - Remarks
      377
  - StopMonitoringAllAgentTeams
    377
    - Syntax
      377
    - Parameters
      377
    - Return Value
      377
    - Remarks
      377
  - SuperviseCall
    377
    - Syntax
      378
    - Parameters
      378
    - Return Values
      378
    - Remarks
      378
Call Object
381
- Current Call Concept
  381
- Accessing ECC Variables
  382
- Considerations for Passing Call Variables
  382
- Retrieving ECC Variable Values
  382
- Adding ECC Values
  383
- Properties
  384
- Methods
  386
  - Arguments Parameters
    388
  - Alternate
    388
    - Syntax
      388
    - Parameters
      388
    - Return Values
      388
    - Remarks
      388
  - Answer
    389
    - Syntax
      389
    - Parameters
      389
    - Return Value
      389
    - Remarks
      389
  - Clear
    390
    - Syntax
      390
    - Parameters
      390
    - Return Value
      390
    - Remarks
      390
  - ClearConnection
    391
    - Syntax
      391
    - Parameters
      391
    - Return Value
      391
    - Remarks
      391
  - Conference
    392
    - Syntax
      392
    - Parameters
      392
    - Return Value
      392
    - Remarks
      392
  - GetCallContext
    393
    - Syntax
      393
    - Parameters
      393
    - Return Value
      393
    - Remarks
      394
  - GetCallData
    394
    - Syntax
      394
    - Parameters
      394
    - Return Value
      395
    - Remarks
      395
  - Hold
    395
    - Syntax
      395
    - Parameters
      395
    - Return Value
      396
    - Remarks
      396
  - MakeConsultCall
    396
    - Syntax
      396
    - Parameters
      396
    - Return Values
      400
    - Remarks
      400
  - Reconnect
    400
    - Syntax
      401
    - Parameters
      401
    - Return Values
      401
    - Remarks
      401
  - Retrieve
    401
    - Syntax
      402
    - Parameters
      402
    - Return Values
      402
    - Remarks
      402
  - SendDTMFSignal
    402
    - Syntax
      402
    - Parameters
      402
    - Return Values
      403
    - Remarks
      403
  - SetCallData
    403
    - Syntax
      404
    - Parameters
      404
    - Return Values
      404
    - Remarks
      404
  - SingleStepConference
    404
    - Syntax
      404
    - Parameters
      405
    - Return Values
      406
    - Remarks
      406
  - SingleStepTransfer
    406
    - Syntax
      406
    - Parameters
      407
    - Return Values
      407
  - Snapshot
    407
    - Syntax
      407
    - Parameters
      407
    - Return Values
      408
    - Remarks
      408
  - StartRecord
    408
    - Syntax
      408
    - Parameters
      408
    - Return Value
      408
    - Remarks
      408
  - StopRecord
    409
    - Syntax
      409
    - Parameters
      409
    - Return Value
      409
    - Remarks
      409
  - Transfer
    409
    - Syntax
      409
    - Parameters
      410
    - Return Values
      410
    - Remarks
      410
SkillGroup Object
411
- Properties
  411
- Statistics
  412
- Methods
  426
  - DisableSkillGroupStatistics
    426
    - Syntax
      426
    - Parameters
      426
    - Return Value
      427
    - Remarks
      427
  - DumpProperties
    427
  - EnableSkillGroupStatistics
    427
    - Syntax
      427
    - Parameters
      427
    - Return Value
      428
    - Remarks
      428
  - GetElement
    428
  - GetValue Methods
    428
  - IsValid
    428
  - SetValue
    428
Helper Classes
429
- Arg Class
  430
  - AddRef
    430
    - Syntax
      430
    - Parameters
      431
    - Return Values
      431
  - Clone
    431
    - Syntax
      431
    - Output Parameters
      431
    - Return Values
      431
  - CreateInstance
    431
    - Syntax
      431
    - Parameters
      432
    - Return Values
      432
    - Remarks
      432
  - DumpArg
    432
    - Syntax
      432
    - Parameters
      432
    - Return Values
      432
  - GetArgType (.NET only)
    432
    - Syntax
      433
    - Parameters
      433
    - Returns
      433
  - GetType
    433
    - Syntax
      433
    - Output Parameters
      433
    - Return Values
      433
  - GetValue Methods
    434
    - Syntax
      434
    - Parameters
      435
    - Return Values
      435
  - Release
    435
    - Syntax
      435
    - Parameters
      436
    - Return Values
      436
  - SetValue
    436
    - Syntax
      436
    - Parameters
      436
    - Return Values
      437
- Arguments Class
  437
  - Usage Notes
    438
  - AddItem (C++, COM, VB only)
    439
    - Syntax
      439
    - Parameters
      440
    - Return Value
      440
  - AddRef (C++ and COM only)
    440
    - Syntax
      440
    - Parameters
      440
    - Return Values
      440
  - Clear
    441
    - Syntax
      441
    - Parameters
      441
    - Return Value
      441
  - Clone
    441
    - Syntax
      441
    - Parameters
      441
    - Return Value
      442
  - CreateInstance (C++ and COM only)
    442
    - Syntax
      442
    - Parameters
      442
    - Return Value
      442
    - Remarks
      442
  - DumpArgs
    442
    - Syntax
      442
    - Parameters
      443
    - Return Values
      443
  - GetElement Methods
    443
    - Syntax
      443
  - Parameters
    444
    - Return Value
      444
  - GetValue Methods
    444
    - Syntax
      444
    - Parameters
      446
    - Return Values
      446
    - Remarks
      447
  - IsValid
    447
    - Syntax
      447
    - Parameters
      447
    - Return Values
      447
  - NumElements
    447
    - Syntax
      448
    - Parameters
      448
    - Return Value
      448
  - Release (C++ and COM only)
    448
    - Syntax
      448
    - Parameters
      448
    - Return Values
      448
  - RemoveItem
    448
    - Syntax
      448
    - Parameters
      449
    - Return Values
      449
  - SetElement (C++, COM, and VB only)
    449
    - Syntax
      449
    - Parameters
      449
    - Return Values
      450
  - SetValue
    450
    - Syntax
      450
    - Parameters
      451
    - Return Values
      451
    - Remarks
      451
- CILRefArg Class (C++, Java, and .NET only)
  452
  - GetType
    452
    - Syntax
      452
    - Output Parameters
      452
    - Return Values
      452
  - GetUniqueObjectID (Java and .NET only)
    452
    - Syntax
      453
    - Parameters
      453
    - Return Values
      453
    - Remarks
      453
  - GetValue
    453
    - Syntax
      453
    - Output Parameters
      453
    - Return Values
      453
  - SetValue
    453
    - Syntax
      453
    - Input Parameters
      454
    - Return Values
      454
- CCtiOsException Class (C++, Java, and .NET only)
  454
  - CCtiosException Constructor
    454
    - Syntax
      454
    - Input Parameters
      454
    - Return Values
      455
  - GetCode
    455
    - Syntax
      455
    - Parameters
      455
    - Return Values
      455
  - GetStatus
    455
    - Syntax
      455
    - Parameters
      455
    - Return Values
      455
  - GetString
    455
    - Syntax
      456
    - Parameters
      456
    - Return Values
      456
  - What
    456
    - Syntax
      456
    - Parameters
      456
    - Return Values
      456
- CWaitObject Class
  456
  - Methods
    457
  - CreateWaitObject
    457
  - DestroyWaitObject
    457
  - DumpEventMask
    457
    - Syntax
      457
    - Parameters
      457
    - Return Values
      458
  - GetMask
    458
    - Syntax
      458
    - Parameters
      458
    - Return Values
      458
  - GetTriggerEvent
    458
    - Syntax
      458
    - Parameters
      458
    - Return Values
      458
  - InMask
    459
    - Syntax
      459
    - Parameters
      459
    - Return Values
      459
  - SetMask
    459
    - Syntax
      459
    - Parameters
      459
    - Return Values
      459
  - WaitOnMultipleEvents
    459
    - Syntax
      460
    - Parameters
      460
    - Return Values
      460
- Logger Class (.NET and Java Only)
  460
  - Methods
    460
  - Logger() Constructor
    461
    - Syntax
      461
    - Parameters
      461
    - Return Values
      461
  - GetTraceMask
    461
    - Syntax
      461
    - Parameters
      461
    - Return Values
      461
  - SetTraceMask
    462
    - Syntax
      462
    - Parameters
      462
    - Return Values
      462
  - AddLogListener
    462
    - Syntax
      462
    - Parameters
      462
    - Return Values
      462
  - RemoveLogListener
    462
    - Syntax
      462
    - Parameters
      463
    - Return Values
      463
  - Trace
    463
    - Syntax
      463
    - Parameters
      463
    - Return Values
      463
- LogWrapper Class (.NET and Java Only)
  463
  - Methods
    464
  - LogWrapper() Constructor
    465
    - Syntax
      465
    - Parameters
      465
  - Return Values
    465
  - LogWrapper(String filename) Constructor
    465
    - Syntax
      465
    - Parameters
      465
  - Return Values
    465
  - LogWrapper(string, int, int, int) Constructor
    465
    - Syntax
      466
    - Parameters
      466
    - Return Values
      466
  - Dispose (.NET Only)
    466
    - Syntax
      466
    - Parameters
      466
    - Return Values
      467
  - GetMaxDaysBeforeExpire (.NET Only)
    467
    - Syntax
      467
    - Parameters
      467
    - Return Values
      467
  - SetMaxNumberFiles
    467
    - Syntax
      467
    - Parameters
      467
    - Return Values
      467
  - GetMaxNumberFiles (.NET Only)
    467
    - Syntax
      468
    - Parameters
      468
    - Return Values
      468
  - SetMaxDaysBeforeExpire
    468
    - Syntax
      468
    - Parameters
      468
    - Return Values
      468
  - ProcessConfigFile
    468
    - Syntax
      468
    - Parameters
      468
    - Return Values
      469
SilentMonitorManager Object
471
- Properties
  472
- Methods
  473
  - Argument Parameter Rules
    474
  - AcceptSilentMonitoring
    474
    - Syntax
      474
    - Parameters
      474
    - Return Values
      475
  - GetIPPhoneInfo
    475
    - Syntax
      475
    - Parameters
      475
    - Return Value
      475
  - GetSessionInfo
    476
    - Syntax
      476
    - Parameters
      476
    - Return Values
      477
  - GetSMSessionList
    477
    - Syntax
      477
    - Parameters
      478
    - Return Values
      478
  - IsMonitoredTarget
    478
    - Syntax
      478
    - Parameters
      478
    - Return Value
      478
  - SetIPPhoneInfo
    478
    - Syntax
      479
    - Parameters
      479
    - Return Values
      480
  - StartSilentMonitorRequest
    480
    - Syntax
      480
    - Parameters
      480
    - Return Values
      481
    - Remarks
      481
  - StartSMMonitoredMode
    481
    - Syntax
      481
    - Parameters
      481
    - Return Values
      482
  - StartSMMonitoringMode
    482
    - Syntax
      482
    - Parameters
      483
    - Return Values
      483
  - StopSilentMonitorMode
    483
    - Syntax
      483
    - Parameters
      483
    - Return Values
      484
  - StopSilentMonitorRequest
    484
    - Syntax
      484
    - Parameters
      484
    - Return Values
      484
CTI OS Keywords and Enumerated Types
485
- Keywords
  485
  - Java CIL Keywords
    486
  - .NET CIL Keywords
    486
- Enumerated Types
  486
  - Java Interfaces
    487
CTI OS Logging
489
- Creating CTI OS Client Logs (COM and C++)
  489
  - How to Install the Tracing Mechanism (COM and C++)
    489
- Setting Trace Levels (COM and C++)
  490
- Configuring Tracing (COM and C++)
  490
- Java CIL Logging Utilities
  491
  - ILogEvents
    491
  - LogEvent
    491
  - Logger
    492
    - Syntax
      492
  - LogEventsAdapter
    492
    - Syntax
      493
- Logging and Tracing (Java)
  493
- Logging and Tracing (.NET)
  493
Migrating From CTI OS 7.1(x) or 7.2(x)
499
- Introduction
  499
- Migrating a C++ CIL application
  499
- Migrating a COM CIL Application
  500
  - Migrating a C++ Application that uses COM CIL
    500
  - Migrate to Visual Basic .NET and use .COM CIL
    500
- Migrating a Visual Basic 6.0 to Use COM CIL
  501
  - Migrate to Visual Basic .NET and use CTI OS ActiveX Controls
    501
Index
503

Guía Del Desarrollador

Tamaño:

4 MB
Páginas:

508
Language:

English

Manuales abiertas

Guía De Referencia

Tabla de contenidos

CTI Server Message Reference Guide (Protocol Version 14) for Cisco Unified ICM/Contact Center Enterprise & Hosted
1
Contents
3
About This Guide
9
CTI Server Overview
13
- How CTI Server Works
  13
- Unified ICM Call Processing
  14
  - Pre-Routed (“Normal”) Call
    14
  - Translation Route Call
    14
  - Post Route Call
    15
  - Transfer Call
    15
  - Conference Call
    16
- CTI Server Configurations
  16
  - Simplex/Duplex Configuration
    16
  - CTI Bridge Configuration
    17
- CTI Server Message Set
  18
CTI Client Application Guidelines
21
Messaging Conventions
25
- Message Types
  25
- Data Types
  36
- Message Formats
  39
- Floating Fields
  39
- Invoke IDs
  40
- Call Event Data
  40
  - Device IDs
    40
  - CTI Client History
    41
  - Event Cause Codes
    41
  - Call Identification
    41
- Failure Indication Messages
  42
Session Management
43
- Configuring TCP/IP Transport Services
  43
- Connection Management
  43
- Session Initialization
  44
  - CTI Service Masks
    44
  - OPEN_REQ Message
    45
  - OPEN_CONF Message
    50
- Session Maintenance
  52
- Session Termination
  54
Application Level Interfaces
57
- Client Events Service
  57
  - BEGIN_CALL_EVENT
    59
  - END_CALL_EVENT
    62
  - CALL_DATA_UPDATE_EVENT
    63
  - CALL_DELIVERED_EVENT
    66
  - CALL_ESTABLISHED_EVENT
    69
  - CALL_HELD_EVENT
    72
  - CALL_RETRIEVED_EVENT
    73
  - CALL_CLEARED_EVENT
    74
  - CALL_CONNECTION_CLEARED_EVENT
    75
  - CALL_ORIGINATED_EVENT
    76
  - CALL_FAILED_EVENT
    78
  - CALL_CONFERENCED_EVENT
    79
  - CALL_TRANSFERRED_EVENT
    81
  - CALL_DIVERTED_EVENT
    84
  - CALL_SERVICE_INITIATED_EVENT
    85
  - AGENT_STATE_EVENT
    88
  - CALL_REACHED_NETWORK_EVENT
    92
  - CALL_QUEUED_EVENT
    93
  - CALL_DEQUEUED_EVENT
    96
  - CALL_ATTRIBUTE_CHANGE_EVENT
    98
  - AGENT_PRE_CALL_EVENT
    99
  - AGENT_PRE_CALL_ABORT_EVENT
    102
  - RTP_STARTED_EVENT
    102
  - RTP_STOPPED_EVENT
    104
- All Events Service
  105
  - CALL_DELIVERED_EVENT
    106
  - CALL_TRANSLATION_ROUTE_EVENT
    106
- Peripheral Monitor Service
  107
  - MONITOR_START_REQ
    108
  - MONITOR_STOP_REQ
    110
  - CHANGE_MONITOR_MASK_REQ
    110
- Client Monitor Service
  112
  - CLIENT_SESSION_OPENED_EVENT
    113
  - CLIENT_SESSION_CLOSED_EVENT
    114
  - SESSION_MONITOR_START_REQ
    115
  - SESSION_MONITOR_STOP_REQ
    116
- Supervisor Service
  117
  - SUPERVISE_CALL_REQ
    117
  - EMERGENCY_CALL_REQ
    120
  - EMERGENCY_CALL_EVENT
    122
  - AGENT_TEAM_CONFIG_EVENT
    122
  - LIST_AGENT_TEAM_REQ
    124
  - MONITOR_AGENT_TEAM_START_REQ
    125
  - MONITOR_AGENT_TEAM_STOP_REQ
    125
- Call Data Update Service
  126
  - SET_CALL_DATA_REQ
    127
  - RELEASE_CALL_REQ
    129
  - SET_DEVICE_ATTRIBUTES_REQ
    131
- Miscellaneous Service
  132
  - SYSTEM_EVENT
    133
  - CLIENT_EVENT_REPORT_REQ
    134
  - USER_MESSAGE_REQ
    136
  - USER_MESSAGE_EVENT
    138
  - QUERY_AGENT_STATISTICS_REQ
    138
  - QUERY_SKILL_GROUP_STATISTICS_REQ
    145
  - REGISTER_VARIABLES_REQ
    155
  - SET_APP_DATA_REQ
    157
  - START_RECORDING_REQ
    158
  - STOP_RECORDING_REQ
    161
  - AGENT_DESK_SETTINGS_REQ
    163
- Connection Monitor Service
  165
- Client Control Service
  165
  - QUERY_AGENT_STATE_REQ
    168
  - SET_AGENT_STATE_REQ
    172
  - ALTERNATE_CALL_REQ
    174
  - ANSWER_CALL_REQ
    175
  - CLEAR_CALL_REQ
    176
  - CLEAR_CONNECTION_REQ
    177
  - CONFERENCE_CALL_REQ
    178
  - CONSULTATION_CALL_REQ
    181
  - DEFLECT_CALL_REQ
    184
  - HOLD_CALL_REQ
    185
  - MAKE_CALL_REQ
    186
  - MAKE_PREDICTIVE_CALL_REQ
    188
  - RECONNECT_CALL_REQ
    191
  - RETRIEVE_CALL_REQ
    192
  - TRANSFER_CALL_REQ
    193
  - QUERY_DEVICE_INFO_REQ
    197
  - SNAPSHOT_CALL_REQ
    201
  - SNAPSHOT_DEVICE_REQ
    204
  - SEND_DTMF_SIGNAL_REQ
    206
  - SUPERVISOR_ASSIST_REQ
    207
  - EMERGENCY_CALL_REQ
    209
  - BAD_CALL_REQ
    212
- Server Service
  213
  - REGISTER_SERVICE_REQ
    214
  - UNREGISTER_SERVICE_REQ
    215
Constants and Status Codes
217
- Failure Indication Message Status Codes
  217
- SystemEventID Values
  223
- Special Values
  224
- Tag Values
  225
- AgentState Values
  236
- PGStatusCode Values
  238
- PeripheralType Values
  238
- LocalConnectionState Values
  239
- EventCause Values
  240
- DeviceIDType Values
  243
- CallType Values
  244
- ConnectionDeviceIDType Values
  245
- LineType Values
  246
- ControlFailureCode Values
  246
- AllocationState Values
  251
- ForwardType Values
  252
- TypeOfDevice Values
  252
- ClassOfDevice Values
  253
- CallPlacementType Values
  253
- CallMannerType Values
  254
- CallOption Values
  254
- ConsultType Values
  255
- FacilityType Values
  255
- AnsweringMachine Values
  255
- AnswerDetectMode Values
  256
- AgentWorkMode Values
  256
- DestinationCountry Values
  257
- CTI Service Masks
  257
- Disposition Code Values
  258
- Agent Service Request Masks
  260
- Silent Monitor Status Values
  260
Changes and Additions
261
- Protocol Version 14
  261
- Protocol Versions 10-13
  263
- Protocol Version 9
  264
- Protocol Version 8
  265
- Protocol Version 7
  266
- Protocol Version 6
  266
- Protocol Version 5
  268
Index
271

Guía De Referencia

Tamaño:

9 MB
Páginas:

276
Language:

English

Manuales abiertas

Guía De Instalación

Tabla de contenidos

Guía De Instalación

Tamaño:

1 MB
Páginas:

41
Language:

English

Manuales abiertas

Guía Para Resolver Problemas

Tabla de contenidos

Guía Para Resolver Problemas

Tamaño:

900 KB
Páginas:

70
Language:

English

Manuales abiertas

Guía Para Resolver Problemas

Tabla de contenidos

Guía Para Resolver Problemas

Tamaño:

2 MB
Páginas:

70
Language:

English

Manuales abiertas

Guía Para Resolver Problemas

Tabla de contenidos

Guía Para Resolver Problemas

Tamaño:

600 KB
Páginas:

86
Language:

English

Manuales abiertas

Guía Para Resolver Problemas

Tabla de contenidos

Guía Para Resolver Problemas

Tamaño:

800 KB
Páginas:

86
Language:

English

Manuales abiertas

Guía Para Resolver Problemas

Tabla de contenidos

Guía Para Resolver Problemas

Tamaño:

2 MB
Páginas:

76
Language:

English

Manuales abiertas

Guía De Referencia

Tabla de contenidos

Guía De Referencia

Tamaño:

2 MB
Páginas:

152
Language:

English

Manuales abiertas

Guía De Referencia

Tabla de contenidos

Guía De Referencia

Tamaño:

1 MB
Páginas:

160
Language:

English

Manuales abiertas

Guía De Referencia

Tabla de contenidos

Guía De Referencia

Tamaño:

3 MB
Páginas:

120
Language:

English

Manuales abiertas

Referencia técnica

Tabla de contenidos

CTI Server Message Reference Guide (Protocol Version 16) for Cisco Unified Contact Center Enterprise
1
Contents
3
Preface
9
- Change History
  9
- About this Guide
  9
- Audience
  9
- Organization of this Guide
  10
- Related Documentation
  10
- Documentation and Support
  11
- Field Alerts and Field Notices
  11
- Documentation Feedback
  11
- Conventions
  11
CTI Server Overview
13
- How CTI Server Works
  13
- Unified CCE Call Processing
  14
  - Pre-Routed (“Normal”) Call
    14
  - Translation Route Call
    15
  - Post Route Call
    15
  - Transfer Call
    16
  - Conference Call
    16
- CTI Server Configurations
  16
  - Simplex/Duplex Configuration
    16
  - CTI Bridge Configuration
    17
- CTI Server Message Set
  18
CTI Client Application Guidelines
21
Messaging Conventions
25
- Message Types
  26
- Data Types
  35
- Message Formats
  38
- Floating Fields
  38
- Invoke IDs
  39
- Call Event Data
  39
  - Device IDs
    39
  - CTI Client History
    39
  - Event Cause Codes
    40
  - Call Identification
    40
- Failure Indication Messages
  41
Session Management
43
- Configuring TCP/IP Transport Services
  43
- Connection Management
  43
- Session Initialization
  44
  - CTI Service Masks
    44
  - OPEN_REQ Message
    45
  - OPEN_CONF Message
    50
- Session Maintenance
  52
- Session Termination
  54
Application Level Interfaces
57
- Client Events Service
  58
  - BEGIN_CALL_EVENT
    59
  - END_CALL_EVENT
    62
  - CALL_AGENT_GREETING_EVENT
    63
  - CALL_DATA_UPDATE_EVENT
    64
  - CALL_DELIVERED_EVENT
    66
  - CALL_ESTABLISHED_EVENT
    69
  - CALL_HELD_EVENT
    71
  - CALL_RETRIEVED_EVENT
    72
  - CALL_CLEARED_EVENT
    73
  - CALL_CONNECTION_CLEARED_EVENT
    74
  - CALL_ORIGINATED_EVENT
    75
  - CALL_FAILED_EVENT
    76
  - CALL_CONFERENCED_EVENT
    77
  - CALL_TRANSFERRED_EVENT
    79
  - CALL_DIVERTED_EVENT
    81
  - CALL_SERVICE_INITIATED_EVENT
    82
  - AGENT_STATE_EVENT
    84
  - CALL_REACHED_NETWORK_EVENT
    87
  - CALL_QUEUED_EVENT
    88
  - CALL_DEQUEUED_EVENT
    90
  - CALL_ATTRIBUTE_CHANGE_EVENT
    91
  - AGENT_PRE_CALL_EVENT
    92
  - AGENT_PRE_CALL_ABORT_EVENT
    94
  - RTP_STARTED_EVENT
    94
  - RTP_STOPPED_EVENT
    96
- All Events Service
  97
  - CALL_DELIVERED_EVENT
    98
  - CALL_TRANSLATION_ROUTE_EVENT
    98
- Peripheral Monitor Service
  99
  - MONITOR_START_REQ
    100
  - MONITOR_STOP_REQ
    101
  - CHANGE_MONITOR_MASK_REQ
    102
- Client Monitor Service
  104
  - CLIENT_SESSION_OPENED_EVENT
    105
  - CLIENT_SESSION_CLOSED_EVENT
    106
  - SESSION_MONITOR_START_REQ
    107
  - SESSION_MONITOR_STOP_REQ
    108
- Supervisor Service
  109
  - SUPERVISE_CALL_REQ
    109
  - EMERGENCY_CALL_REQ
    112
  - EMERGENCY_CALL_EVENT
    114
  - AGENT_TEAM_CONFIG_EVENT
    114
  - LIST_AGENT_TEAM_REQ
    116
  - MONITOR_AGENT_TEAM_START_REQ
    117
  - MONITOR_AGENT_TEAM_STOP_REQ
    117
- Call Data Update Service
  118
  - SET_CALL_DATA_REQ
    119
  - RELEASE_CALL_REQ
    121
  - SET_DEVICE_ATTRIBUTES_REQ
    123
- Miscellaneous Service
  124
  - SYSTEM_EVENT
    125
  - CLIENT_EVENT_REPORT_REQ
    126
  - USER_MESSAGE_REQ
    128
  - USER_MESSAGE_EVENT
    129
  - QUERY_AGENT_STATISTICS_REQ
    130
  - QUERY_SKILL_GROUP_STATISTICS_REQ
    136
  - REGISTER_VARIABLES_REQ
    146
  - SET_APP_DATA_REQ
    148
  - START_RECORDING_REQ
    149
  - STOP_RECORDING_REQ
    152
  - AGENT_DESK_SETTINGS_REQ
    154
- Connection Monitor Service
  156
- Client Control Service
  156
  - QUERY_AGENT_STATE_REQ
    159
  - SET_AGENT_STATE_REQ
    163
  - ALTERNATE_CALL_REQ
    165
  - ANSWER_CALL_REQ
    166
  - CLEAR_CALL_REQ
    167
  - CLEAR_CONNECTION_REQ
    168
  - CONFERENCE_CALL_REQ
    169
  - CONSULTATION_CALL_REQ
    172
  - DEFLECT_CALL_REQ
    175
  - HOLD_CALL_REQ
    176
  - MAKE_CALL_REQ
    177
  - MAKE_PREDICTIVE_CALL_REQ
    179
  - RECONNECT_CALL_REQ
    182
  - RETRIEVE_CALL_REQ
    183
  - TRANSFER_CALL_REQ
    184
  - QUERY_DEVICE_INFO_REQ
    188
  - SNAPSHOT_CALL_REQ
    193
  - SNAPSHOT_DEVICE_REQ
    196
  - SEND_DTMF_SIGNAL_REQ
    198
  - SUPERVISOR_ASSIST_REQ
    199
  - EMERGENCY_CALL_REQ
    201
  - BAD_CALL_REQ
    204
  - AGENT_GREETING_CONTROL_REQ
    205
- Server Service
  206
  - REGISTER_SERVICE_REQ
    207
  - UNREGISTER_SERVICE_REQ
    209
Constants and Status Codes
211
- Failure Indication Message Status Codes
  211
- SystemEventID Values
  216
- Special Values
  217
- Tag Values
  218
- AgentState Values
  227
- PGStatusCode Values
  228
- PeripheralType Values
  229
- LocalConnectionState Values
  230
- EventCause Values
  230
- DeviceIDType Values
  234
- CallType Values
  234
- ConnectionDeviceIDType Values
  236
- LineType Values
  237
- ControlFailureCode Values
  237
- AllocationState Values
  242
- ForwardType Values
  243
- TypeOfDevice Values
  243
- ClassOfDevice Values
  244
- CallPlacementType Values
  244
- CallMannerType Values
  245
- CallOption Values
  245
- ConsultType Values
  245
- FacilityType Values
  246
- AnsweringMachine Values
  246
- AnswerDetectMode Values
  246
- AgentWorkMode Values
  247
- DestinationCountry Values
  247
- CTI Service Masks
  248
- Disposition Code Values
  249
- Agent Service Request Masks
  250
- Silent Monitor Status Values
  251
- Agent’s Internal States and their Message Values
  251
Changes and Additions
253
- Protocol Version 16
  253
- Protocol Version 15
  253
- Protocol Version 14
  254
- Protocol Versions 10-13
  256
- Protocol Version 9
  257
- Protocol Version 8
  257
- Protocol Version 7
  259
- Protocol Version 6
  259
- Protocol Version 5
  261
Index
263

Referencia técnica

Tamaño:

2 MB
Páginas:

274
Language:

English

Manuales abiertas

Notas de publicación

Tabla de contenidos

Notas de publicación

Tamaño:

400 KB
Páginas:

50
Language:

English

Manuales abiertas

Guía Del Desarrollador

Tabla de contenidos

Title
1
Contents
3
About This Guide
21
- Purpose
  21
- Audience
  21
- Conventions
  21
- Organization
  22
- Other Publications
  23
- Obtaining Documentation
  24
  - Cisco.com
    24
  - Documentation CD-ROM
    24
  - Ordering Documentation
    25
  - Documentation Feedback
    25
- Obtaining Technical Assistance
  25
  - Cisco.com
    26
  - Technical Assistance Center
    26
    - Cisco TAC Website
      27
    - Cisco TAC Escalation Center
      28
- Obtaining Additional Publications and Information
  28
Chapter 1: Introduction
31
Chapter 2: CTI OS Client Interface Library Architecture
39
- Object Server Architecture
  39
- Client Interface Library Architecture
  40
  - Connection Layer
    41
  - Service Layer
    41
  - Object Interface Layer
    42
  - Custom Application
    42
- CIL Object Model
  42
  - Session Object
    43
    - Session Modes
      43
  - Agent Object
    44
  - Call Object
    44
  - SkillGroup Object
    45
  - Object Creation and Lifetime
    45
  - Reference Counting
    45
    - Call Object Lifetime
      46
    - Agent Object Lifetime
      46
- Where To Go From Here
  47
Chapter 3: CIL Coding Conventions
49
Chapter 4: Building Your Application
67
Chapter 5: CTI OS ActiveX Softphone Controls
141
- Property Pages
  143
- Button Controls and Grid Controls
  144
  - Button Controls
    144
  - Grid Controls
    144
- CTI OS ActiveX Control Descriptions
  145
  - AgentStateCtl
    145
  - AgentSelectCtl
    149
  - AgentStatisticsCtl
    150
  - AlternateCtl
    150
  - AnswerCtl
    150
  - BadLineCtl
    151
  - CallAppearanceCtl
    151
  - ChatCtl
    153
  - ConferenceCtl
    153
  - EmergencyAssistCtl
    155
  - HoldCtl
    156
  - MakeCallCtl
    157
  - ReconnectCtl
    158
  - SkillgroupStatisticsCtl
    159
  - StatusBarCtl
    159
  - SupervisorOnlyCtl
    160
  - RecordCtl
    162
  - TransferCtl
    162
- The Silent Monitor StandAlone Com Object
  164
  - Connect
    165
  - Disconnect
    165
  - StartMonitoring
    165
  - StopMonitoring
    166
  - SilentMonitor Com Object Events
    166
  - Deployment
    168
  - Sample Usage in Visual Basic
    168
  - AllagentsMonitor Sample
    169
Chapter 6: Event Interfaces and Events
173
- Event Publication Model
  173
- ISessionEvents Interface
  174
  - OnCallTranslationRouteEvent
    175
    - Syntax
      175
    - Parameters
      175
  - OnConnection
    177
    - Syntax
      177
    - Parameters
      177
  - OnConnectionClosed
    177
  - OnConnectionFailure
    178
    - Syntax
      178
    - Parameters
      178
  - OnConnectionRejected
    178
    - Syntax
      178
    - Parameters
      179
  - OnCTIOSFailure
    179
    - Syntax
      179
    - Parameters
      179
    - Remarks
      181
  - OnCurrentAgentReset
    181
    - Syntax
      181
    - Parameters
      181
  - OnCurrentCallChanged
    181
    - Syntax
      181
    - Parameters
      182
  - OnFailureEvent
    182
  - OnGlobalSettingsDownloadConf
    182
    - Syntax
      183
    - Parameters
      183
  - OnHeartbeat
    187
    - Syntax
      187
    - Parameters
      187
  - OnMissingHeartbeat
    188
    - Syntax
      188
    - Parameters
      188
  - OnMonitorModeEstablished
    188
    - Syntax
      189
    - Parameters
      189
  - OnSnapshotDeviceConf
    189
    - Syntax
      189
    - Parameters
      189
    - Remarks
      190
  - OnSnapshotSkillGroupList
    190
- ICallEvents Interface
  191
  - OnAlternateCallConf
    191
    - Syntax
      191
    - Parameters
      191
  - OnAnswerCallConf
    192
    - Syntax
      192
    - Parameters
      192
  - OnCallBegin
    192
    - Syntax
      192
    - Parameters
      193
  - OnCallEnd
    195
    - Syntax
      195
    - Parameters
      196
  - OnCallDataUpdate
    196
    - Syntax
      196
    - Parameters
      196
  - OnCallDelivered
    200
    - Syntax
      200
    - Parameters
      200
  - OnCallEstablished
    202
    - Syntax
      202
    - Parameters
      202
  - OnCallHeld
    204
    - Syntax
      204
    - Parameters
      204
  - OnCallRetrieved
    205
    - Syntax
      205
    - Parameters
      205
  - OnCallCleared
    205
    - Syntax
      205
    - Parameters
      206
  - OnCallConnectionCleared
    206
    - Syntax
      206
    - Parameters
      206
  - OnCallOriginated
    207
    - Syntax
      207
    - Parameters
      207
  - OnCallFailed
    209
    - Syntax
      209
    - Parameters
      209
  - OnCallTransferred
    210
    - Syntax
      210
    - Parameters
      210
  - OnCallConferenced
    213
    - Syntax
      213
    - Parameters
      213
  - OnCallDiverted
    215
    - Syntax
      216
    - Parameters
      216
  - OnAgentPrecallEvent
    217
  - OnAgentPrecallAbortEvent
    217
  - TOnCallServiceInitiatedEvent
    217
    - Syntax
      217
    - Parameters
      218
  - OnCallQueuedEvent
    219
    - Syntax
      219
    - Parameters
      219
  - OnCallDequeuedEvent
    221
    - Syntax
      221
    - Parameters
      221
  - OnCallReachedNetworkEvent
    222
    - Syntax
      223
    - Parameters
      223
  - OnCallStartRecordingConf
    224
    - Syntax
      224
    - Parameters
      224
  - OnCallStopRecordingConf
    224
    - Syntax
      224
    - Parameters
      225
  - OnClearCallConf
    225
    - Syntax
      225
    - Parameters
      225
  - OnClearConnectionConf
    225
    - Syntax
      226
    - Parameters
      226
  - OnConferenceCallConf
    226
    - Syntax
      226
    - Parameters
      226
  - OnControlFailureConf
    227
    - Syntax
      227
    - Parameters
      227
  - OnConsultationCallConf
    228
    - Syntax
      228
    - Parameters
      228
  - OnHoldCallConf
    229
    - Syntax
      229
    - Parameters
      229
  - OnMakePredictiveCallConf
    229
  - OnReconnectCallConf
    229
    - Syntax
      229
    - Parameters
      230
  - OnReleaseCallConf
    230
  - OnRetrieveCallConf
    230
    - Syntax
      230
    - Parameters
      230
  - OnSendDTMFConf
    231
    - Syntax
      231
    - Parameters
      231
  - OnSnapshotCallConf
    231
    - Syntax
      231
    - Parameters
      231
  - OnTransferCallConf
    234
    - Syntax
      234
    - Parameters
      235
- IAgentEvents Interface
  235
  - OnAgentStateChange
    235
    - Syntax
      235
    - Parameters
      235
  - OnAgentStatistics
    238
    - Syntax
      239
    - Parameters
      239
  - OnChatMessage
    248
    - Syntax
      249
    - Parameters
      249
  - OnControlFailureConf
    249
    - Syntax
      249
    - Parameters
      249
  - OnMakeCallConf
    257
    - Syntax
      257
    - Parameters
      257
  - OnPostLogout
    257
    - Syntax
      258
    - Parameters
      258
    - Remarks
      259
  - OnPreLogout
    259
    - Syntax
      259
    - Parameters
      260
  - OnSetAgentModeEvent
    261
    - Syntax
      261
    - Parameters
      261
  - OnSetAgentStateConf
    262
    - Syntax
      262
    - Parameters
      262
  - OnLogoutFailed
    263
    - Syntax
      263
    - Parameters
      263
  - OnNewAgentTeamMember
    263
    - Syntax
      263
    - Parameters
      264
  - OnEmergencyCall
    265
    - Syntax
      265
    - Parameters
      265
    - Remarks
      266
  - OnStartMonitoringAgent
    266
    - Syntax
      266
    - Parameters
      267
    - Remarks
      267
  - OnStopMonitoringAgent
    267
    - Syntax
      267
    - Parameters
      268
    - Remarks
      268
  - OnQueryAgentStateConf
    268
    - Syntax
      268
    - Parameters
      269
  - OnAgentInfoEvent
    271
    - Syntax
      271
    - Parameters
      271
  - OnSilentMonitorStartRequest
    272
    - Syntax
      272
    - Parameters
      272
    - Remarks
      273
  - OnSilentMonitorStopRequest
    273
    - Description
      273
    - Syntax
      273
    - Parameters
      273
    - Remarks
      274
  - OnUserMessageConf
    274
- SkillGroupEvents Interface
  274
  - OnSkillGroupStatisticsUpdated
    274
    - Syntax
      274
    - Parameters
      274
- IButtonEnablementEvents
  275
  - OnButtonEnablementChange
    275
    - Parameters
      276
  - OnSupervisorButtonChange
    278
    - Parameters
      279
    - Remarks
      279
- ISilentMonitorEvents
  279
  - OnSilentMonitorStartRequestedEvent
    279
    - Syntax
      280
    - Parameters
      280
  - OnSilentMonitorStartedEvent
    281
    - Syntax
      281
    - Parameters
      282
  - OnSilentMonitorStopRequestedEvent
    283
    - Syntax
      283
    - Parameters
      283
  - OnSilentMonitorStatusReportEvent
    284
    - Syntax
      284
    - Parameters
      284
  - OnStartSilentMonitorConf
    286
    - Syntax
      286
    - Parameters
      287
  - OnStopSilentMonitorConf
    288
    - Syntax
      288
    - Parameters
      288
  - OnSilentMonitorSessionDisconnected
    289
    - Syntax
      289
    - Parameters
      289
  - OnRTPStreamTimedoutEvent
    290
    - Syntax
      290
    - Parameters
      290
- IMonitoredAgentEvents Interface
  291
- IMonitoredCallEvents Interface
  291
- Events in Java CIL
  292
Chapter 7: CtiOs Object
295
- Methods
  296
  - DumpProperties
    296
    - Syntax
      296
    - Parameters
      297
    - Return Value
      297
  - GetAllProperties
    297
    - Syntax
      297
    - Parameters
      297
    - Return Value
      298
  - GetElement
    298
    - Syntax
      298
    - Parameters
      298
    - Return Value
      299
  - GetLastError (Java only)
    299
    - Syntax
      299
    - Parameters
      299
    - Returns
      299
  - GetNumProperties
    299
    - Syntax
      299
    - Parameters
      300
    - Return Value
      300
  - GetPropertyName
    300
    - Syntax
      300
    - Parameters
      300
    - Return Value
      300
  - GetPropertyType
    301
    - Syntax
      301
    - Parameters
      301
    - Return Value
      301
  - GetValue
    302
    - Syntax
      302
    - Parameters
      302
    - Return Value
      303
  - GetValueArray
    303
    - Syntax
      303
    - Parameters
      303
    - Return Value
      304
  - GetValueBoolObj (Java only)
    304
    - Syntax
      304
    - Parameters
      304
    - Returns
      304
  - GetValueInt
    304
    - Syntax
      304
    - Parameters
      305
    - Return Value
      305
  - GetValueIntObj (Java only)
    305
    - Syntax
      305
    - Parameters
      305
    - Returns
      306
  - GetValueShortObj (Java only)
    306
    - Syntax
      306
    - Parameters
      306
    - Returns
      306
  - GetValueString
    306
    - Syntax
      306
    - Parameters
      307
    - Return Value
      307
  - GetValueUIntObj (Java only)
    307
    - Syntax
      307
    - Parameters
      307
    - Returns
      307
  - GetValueUShortObj (Java only)
    308
    - Syntax
      308
    - Parameters
      308
    - Returns
      308
  - IsValid
    308
    - Syntax
      308
    - Parameters
      308
    - Return Value
      309
  - ReportError (Java only)
    309
    - Syntax
      309
    - Parameters
      309
    - Returns
      309
  - SetValue (Java only)
    310
    - Syntax
      310
    - Parameters
      310
    - Returns
      310
Chapter 8: Session Object
311
- Session Object Properties
  312
- Methods
  314
  - AddEventListener (Java only)
    316
    - Syntax
      316
    - Parameters
      316
    - Returns
      317
  - AddListener Methods (C++ only)
    317
    - Syntax
      317
    - Remarks
      317
  - Connect
    318
    - Syntax
      318
    - Parameters
      318
    - Return Values
      318
    - Remarks
      319
  - CreateSilentMonitorManager
    320
    - Syntax
      320
    - Parameters
      321
    - Return Value
      321
    - Remarks
      321
  - CreateWaitObject (C++ and Java only)
    321
    - Syntax
      321
    - Parameters
      322
    - Return Values
      322
  - DestroySilentMonitorManager
    322
    - Syntax
      322
    - Parameters
      322
    - Return Values
      323
    - Remarks
      323
  - DestroyWaitObject (C++ only)
    323
    - Syntax
      323
    - Parameters
      323
    - Return Values
      323
    - Remarks
      323
  - DisableSkillGroupStatistics (C++ and Java only)
    324
    - Syntax
      324
    - Parameters
      324
    - Return Value
      324
    - Remarks
      324
  - Disconnect
    325
    - Syntax
      325
    - Parameters
      325
    - Return Values
      325
  - DumpProperties
    325
  - EnableSkillGroupStatistics (C++ and Java only)
    326
    - Syntax
      326
    - Parameters
      326
    - Return Value
      326
    - Remarks
      326
  - GetAllAgents
    327
    - Syntax
      327
    - Parameters
      327
    - Return Values
      327
  - GetAllCalls
    327
    - Syntax
      328
    - Parameters
      328
    - Return Values
      328
  - GetAllProperties
    328
  - GetAllSkillGroups
    328
    - Syntax
      328
    - Parameters
      329
    - Return Values
      329
  - GetCurrentAgent
    329
    - Syntax
      329
    - Parameters
      329
    - Return Values
      330
  - GetCurrentCall
    330
    - Syntax
      330
    - Parameters
      330
    - Return Values
      330
  - GetCurrentSilentMonitor
    331
    - Syntax
      331
    - Return Values
      331
  - GetElement
    331
  - GetNumProperties
    331
  - GetObjectFromObjectID
    331
    - Syntax
      331
    - Parameters
      332
    - Return Values
      332
    - Remarks
      332
  - GetPropertyName
    332
  - GetPropertyType
    333
  - GetSystemStatus (Java and C++ only)
    333
    - Syntax
      333
    - Parameters
      333
    - Returns.
      333
  - GetValue Methods
    333
  - IsAgent
    333
    - Syntax
      333
    - Parameters
      334
    - Return Values
      334
  - IsSupervisor
    334
    - Syntax
      334
    - Parameters
      334
    - Return Values
      334
  - IsValid
    335
  - LogToServer
    335
    - Syntax
      335
    - Parameters
      335
    - Return Values
      335
  - RemoveEventListener (Java only)
    336
    - Syntax
      336
    - Parameters
      336
    - Returns
      336
  - RemoveListener Methods (C++ only)
    336
    - Syntax
      336
    - Remarks
      337
  - RequestDesktopSettings
    337
    - Syntax
      337
    - Parameters
      337
    - Return Values
      338
    - Remarks
      338
  - SetAgent
    338
    - Syntax
      338
    - Parameters
      338
    - Return Values
      339
  - SetCurrentCall
    340
    - Syntax
      340
    - Parameters
      340
    - Return Values
      340
    - Remarks
      340
  - SetCurrentSilentMonitor
    340
    - Syntax
      341
    - Parameters
      341
    - Return Values
      341
    - Remarks
      341
  - SetMessageFilter
    341
    - Syntax
      341
    - Parameters
      342
    - Return Values
      342
    - Remarks
      342
  - SetSupervisorSilentMonitorMode
    342
    - Syntax
      342
    - Parameters
      343
    - Return Values
      343
- Notes On Message Filters
  343
  - Message Filter Syntax
    343
  - A Simple Example
    344
  - General Form of Filter Syntax
    344
  - Combining Filters
    345
  - Filtering for Specific Events
    345
    - Events Not Allowed In Filter Expressions
      346
  - Filtering Skillgroup Statistics
    347
Chapter 9: Agent Object
351
- Agent Object Properties
  351
- Agent Statistics
  353
- Methods
  362
  - Arguments Parameters
    364
  - DisableAgentStatistics
    365
    - Syntax
      365
    - Parameters
      365
    - Return Value
      365
  - DisableSkillGroupStatistics
    366
    - Syntax
      366
    - Parameters
      366
    - Return Value
      366
  - EnableAgentStatistics
    366
    - Syntax
      367
    - Parameters
      367
    - Return Value
      367
    - Remarks
      367
  - EnableSkillGroupStatistics
    367
    - Syntax
      367
    - Parameters
      368
    - Return Value
      368
    - Remarks
      368
  - GetAgentState
    368
    - Syntax
      368
    - Parameters
      369
  - GetAllProperties
    369
  - GetElement
    369
  - GetMonitoredAgent
    369
    - Syntax
      369
    - Parameters
      369
    - Return Value
      370
    - Remarks
      370
  - GetMonitoredCall
    370
    - Syntax
      370
    - Parameters
      370
    - Return Value
      370
    - Remarks
      370
  - GetNumProperties
    371
  - GetPropertyName
    371
  - GetPropertyType
    371
  - GetSkillGroups
    371
    - Syntax
      371
    - Parameters
      371
    - Return Value
      371
  - GetValue Methods
    373
  - IsAgent
    374
    - Syntax
      374
    - Parameters
      374
    - Return Values
      374
  - IsSupervisor
    374
    - Syntax
      374
    - Parameters
      375
    - Return Values
      375
  - Login
    375
    - Syntax
      375
    - Input Parameters
      375
    - Return Values
      377
    - Remarks
      377
  - Logout
    377
    - Syntax
      377
    - Input Parameters
      378
    - Return Values
      379
    - Remarks
      379
  - MakeCall
    379
    - Syntax
      379
    - Input Parameters
      379
    - Return Value
      384
    - Remarks
      384
  - MakeEmergencyCall
    384
    - Syntax
      385
    - Parameters
      385
    - Return Value
      385
    - Remarks
      385
  - QueryAgentState
    386
    - Syntax
      386
    - Input Parameters
      386
    - Return Values
      387
    - Remarks
      387
  - ReportBadCallLine
    387
    - Syntax
      387
    - Parameters
      387
    - Return Values
      388
  - RequestAgentTeamList
    388
    - Syntax
      388
    - Parameters
      388
    - Return Value
      388
    - Remarks
      389
  - RequestSupervisorAssist
    389
    - Syntax
      389
    - Parameters
      389
    - Return Values
      389
    - Remarks
      390
  - SendChatMessage
    390
    - Syntax
      390
    - Input Parameters
      390
    - Return Values
      391
    - Remarks
      391
  - SetAgentState
    391
    - Syntax
      391
    - Input Parameters
      391
    - Return Values
      393
    - Remarks
      393
  - SetValue
    393
    - Syntax
      393
    - Parameters
      393
    - Return Values
      394
    - Remarks
      394
  - StartMonitoringAgent
    394
    - Syntax
      394
    - Parameters
      395
    - Return Value
      395
    - Remarks
      395
  - StartMonitoringAgentTeam
    395
    - Syntax
      395
    - Parameters
      396
    - Return Value
      396
    - Remarks
      396
  - StartMonitoringAllAgentTeams
    396
    - Syntax
      396
    - Parameters
      397
    - Return Value
      397
    - Remarks
      397
  - StartMonitoringCall
    397
    - Description
      397
    - Syntax
      397
    - Parameters
      398
    - Return Value
      398
    - Remarks
      398
  - StopMonitoringAgent
    398
    - Syntax
      398
    - Parameters
      399
    - Return Value
      399
    - Remarks
      399
  - StopMonitoringAgentTeam
    399
    - Syntax
      399
    - Parameters
      400
    - Return Value
      400
    - Remarks
      400
  - StopMonitoringAllAgentTeams
    400
    - Syntax
      400
    - Parameters
      401
    - Return Value
      401
    - Remarks
      401
  - SuperviseCall
    401
    - Syntax
      401
    - Input Parameters
      402
    - Return Values
      402
    - Remarks
      402
Chapter 10: Call Object
403
- Current Call Concept
  403
- Accessing ECC Variables
  404
- Retrieving ECC Variable Values
  404
- Adding ECC Values
  406
- Properties
  407
- Methods
  410
  - Arguments Parameters
    412
  - Alternate
    412
    - Syntax
      412
    - Parameters
      412
    - Return Values
      413
    - Remarks
      413
  - Answer
    413
    - Syntax
      413
    - Parameters
      414
    - Return Value
      414
    - Remarks
      414
  - Clear
    414
    - Syntax
      414
    - Parameters
      415
    - Return Value
      415
    - Remarks
      415
  - ClearConnection
    416
    - Syntax
      416
    - Parameters
      416
    - Return Value
      416
    - Remarks
      416
  - Conference
    417
    - Syntax
      417
    - Parameters
      417
    - Return Value
      418
    - Remarks
      418
  - GetCallContext
    419
    - Syntax
      419
    - Parameters
      419
    - Return Value
      419
    - Remarks
      420
  - GetCallData
    420
    - Syntax
      421
    - Parameters
      421
    - Return Value
      421
    - Remarks
      421
  - GetLastError (Java only)
    422
    - Syntax
      422
    - Returns
      422
  - GetValue Methods
    422
  - GetValueBoolObj (Java only)
    422
    - Syntax
      422
    - Parameters
      423
    - Returns
      423
  - GetValueIntObj (Java only)
    423
    - Syntax
      423
  - Parameters
    423
    - Returns
      423
  - GetValueShortObj (Java only)
    423
    - Syntax
      423
  - Parameters
    424
    - Returns
      424
  - GetValueUIntObj (Java only)
    424
    - Syntax
      424
  - Parameters
    424
    - Returns
      424
  - GetValueUShortObj (Java only)
    424
    - Syntax
      424
  - Parameters
    425
    - Returns
      425
  - Hold
    425
    - Syntax
      425
    - Parameters
      425
    - Return Value
      425
    - Remarks
      426
  - MakeConsultCall
    426
    - Syntax
      426
    - Input Parameters
      426
    - Return Values
      431
    - Remarks
      431
  - Reconnect
    432
    - Syntax
      432
    - Parameters
      432
    - Return Values
      432
    - Remarks
      433
  - Retrieve
    433
    - Syntax
      433
    - Parameters
      434
    - Return Values
      434
    - Remarks
      434
  - SendDTMFSignal
    434
    - Syntax
      434
    - Parameters
      435
    - Return Values
      436
    - Remarks
      436
  - SetCallData
    437
    - Syntax
      437
    - Input Parameters
      437
    - Return Values
      437
    - Remarks
      437
  - SingleStepConference
    438
    - Syntax
      438
    - Parameters
      438
    - Return Values
      440
    - Remarks
      440
  - SingleStepTransfer
    441
    - Syntax
      441
    - Input Parameters
      441
    - Return Values
      442
  - Snapshot
    442
    - Syntax
      442
    - Parameters
      442
    - Return Values
      442
    - Remarks
      443
  - StartRecord
    443
    - Syntax
      443
    - Parameters
      443
    - Return Value
      443
    - Remarks
      444
  - StopRecord
    444
    - Syntax
      444
    - Parameters
      444
    - Return Value
      444
    - Remarks
      445
  - Transfer
    445
    - Syntax
      445
    - Input Parameters
      445
    - Return Values
      446
    - Remarks
      446
Chapter 11: SkillGroup Object
449
- Properties
  449
- Statistics
  450
- Methods
  470
  - DisableSkillGroupStatistics
    471
    - Syntax
      471
    - Parameters
      471
    - Return Value
      471
    - Remarks
      471
  - DumpProperties
    472
  - EnableSkillGroupStatistics
    472
    - Syntax
      472
    - Parameters
      472
    - Return Value
      473
    - Remarks
      473
  - GetElement
    473
  - GetValue Methods
    473
  - IsValid
    473
  - SetValue
    473
Chapter 12: Helper Classes
475
- Arg Class
  476
  - AddRef
    477
    - Syntax
      477
    - Parameters
      477
    - Return Values
      477
  - Clone
    478
    - Syntax
      478
    - Output Parameters
      478
    - Return Values
      478
  - CreateInstance
    478
    - Syntax
      479
    - Parameters
      479
    - Return Values
      479
    - Remarks
      479
  - Dump Arg
    479
    - Syntax
      480
    - Parameters
      480
    - Return Values
      480
  - GetType
    480
    - Syntax
      480
    - Output Parameters
      480
    - Return Values
      481
  - GetValue Methods
    481
    - Syntax
      481
    - Parameters
      482
    - Return Values
      482
  - Release
    483
    - Syntax
      483
    - Parameters
      483
    - Return Values
      483
  - SetValue
    483
    - Syntax
      484
    - Parameters
      484
    - Return Values
      485
- Arguments Class
  485
  - Usage Notes
    487
  - AddItem
    488
    - Syntax
      488
    - Parameters
      489
    - Return Value
      489
  - AddRef
    489
    - Syntax
      490
    - Parameters
      490
    - Return Values
      490
  - Clear
    490
    - Syntax
      490
    - Parameters
      490
    - Return Value
      490
  - Clone
    491
    - Syntax
      491
    - Parameters
      491
    - Return Value
      491
  - CreateInstance
    491
    - Syntax
      492
    - Parameters
      492
    - Return Value
      492
    - Remarks
      492
  - DumpArgs
    492
    - Syntax
      492
    - Parameters
      493
    - Return Values
      493
  - GetElement Methods
    493
    - Syntax
      493
    - Parameters
      494
    - Return Value
      494
  - GetValue Methods
    495
    - Syntax
      495
    - Parameters
      497
    - Return Values
      497
    - Remarks
      497
  - IsValid
    497
    - Syntax
      497
    - Parameters
      498
    - Return Values
      498
  - NumElements
    498
    - Syntax
      498
    - Parameters
      499
    - Return Value
      499
  - Release
    499
    - Syntax
      499
    - Parameters
      499
    - Return Values
      499
  - RemoveItem
    500
    - Syntax
      500
    - Parameters
      500
    - Return Values
      500
  - SetElement
    500
    - Syntax
      500
    - Parameters
      501
    - Return Values
      501
  - SetValue
    502
    - Syntax
      502
    - Parameters
      503
    - Return Values
      503
    - Remarks
      503
- CILRefArg Class (C++ and Java only)
  504
  - GetType
    504
  - GetUniqueObjectID (Java only)
    504
    - Syntax
      504
    - Parameters
      505
    - Return Values
      505
    - Remarks
      505
  - GetValue
    505
    - Syntax
      505
    - Parameters
      505
    - Return Values
      505
  - SetValue
    505
    - Syntax
      506
    - Input Parameters
      506
    - Return Values
      506
- CCtiOsException Class (C++ and Java only)
  506
  - CCtiosException Constructor
    507
    - Syntax
      507
    - Input Parameters
      507
    - Return Values
      507
  - GetCode
    507
    - Syntax
      507
    - Parameters
      508
    - Return Values
      508
  - GetStatus
    508
    - Syntax
      508
    - Parameters
      508
    - Return Values
      508
  - GetString
    508
    - Syntax
      508
    - Parameters
      509
    - Return Values
      509
  - What
    509
    - Syntax
      509
    - Parameters
      509
    - Return Values
      509
- CWaitObject Class (C++ and Java only)
  509
  - Methods
    510
  - CreateWaitObject
    510
  - DestroyWaitObject
    511
  - DumpEventMask
    511
    - Syntax
      511
    - Parameters
      511
    - Return Values
      511
  - GetMask
    511
    - Syntax
      511
    - Parameters
      511
    - Return Values
      512
  - GetTriggerEvent
    512
    - Syntax
      512
    - Parameters
      512
    - Return Values
      512
  - InMask
    512
    - Syntax
      512
    - Parameters
      513
    - Return Values
      513
  - SetMask
    513
    - Syntax
      513
    - Parameters
      513
    - Return Values
      513
  - WaitOnMultipleEvents
    513
    - Syntax
      514
    - Parameters
      514
    - Return Values
      514
Chapter 13: SilentMonitorManager Object
515
- Properties
  516
- Methods
  517
  - Argument Parameter Rules
    518
  - AcceptSilentMonitoring
    518
    - Syntax
      519
    - Parameters
      519
    - Return Values
      520
  - GetIPPhoneInfo
    520
    - Syntax
      520
    - Parameters
      521
    - Return Value
      521
  - GetSessionInfo
    522
    - Syntax
      522
    - Parameters
      522
    - Return Values
      523
  - GetSMSessionList
    524
    - Syntax
      524
    - Parameters
      524
    - Return Values
      524
  - IsMonitoredTarget
    525
    - Syntax
      525
    - Parameters
      525
    - Return Value
      525
  - SetIPPhoneInfo
    525
    - Syntax
      525
    - Parameters
      526
    - Return Values
      527
  - StartSilentMonitorRequest
    527
    - Syntax
      527
    - Parameters
      528
    - Return Values
      528
    - Remarks
      529
  - StartSMMonitoredMode
    529
    - Syntax
      529
    - Parameters
      529
    - Return Values
      530
  - StartSMMonitoringMode
    530
    - Syntax
      530
    - Parameters
      530
    - Return Values
      530
  - StopSilentMonitorMode
    530
    - Syntax
      531
    - Parameters
      531
    - Return Values
      531
  - StopSilentMonitorRequest
    531
    - Syntax
      531
    - Parameters
      531
    - Return Values
      532
Appendix A: CTI OS Keywords and Enumerated Types
533
- Keywords
  533
  - Java CIL Keywords
    534
- Enumerated Types
  534
Appendix B: CTI OS Logging
535
- Taking CTI OS Client Logs
  535
- How to Set Trace Levels
  536
- Java CIL Logging and Tracing
  536
Index
537

Guía Del Desarrollador

Tamaño:

5 MB
Páginas:

546
Language:

English

Manuales abiertas

Guía Del Desarrollador

Tabla de contenidos

CTI Server Message Reference Guide (Protocol Version 9)
1
January 2008
1
Contents
3
About This Guide
9
CTI Server Overview
17
CTI Client Application Guidelines
25
Messaging Conventions
29
- Message Types
  29
- Data Types
  36
- Message Formats
  39
- Floating Fields
  40
- Invoke IDs
  41
- Call Event Data
  41
  - Device IDs
    41
  - CTI Client History
    41
  - Event Cause Codes
    42
  - Call Identification
    42
- Failure Indication Messages
  43
Session Management
45
- Configuring TCP/IP Transport Services
  45
- Connection Management
  45
- Session Initialization
  45
  - OPEN_REQ Message
    46
  - OPEN_CONF Message
    50
- Session Maintenance
  52
- Session Termination
  54
Application Level Interfaces
57
- Client Events Service
  57
  - BEGIN_CALL_EVENT
    59
  - END_CALL_EVENT
    62
  - CALL_DATA_UPDATE_EVENT
    63
  - CALL_DELIVERED_EVENT
    66
  - CALL_ESTABLISHED_EVENT
    69
  - CALL_HELD_EVENT
    71
  - CALL_RETRIEVED_EVENT
    72
  - CALL_CLEARED_EVENT
    73
  - CALL_CONNECTION_CLEARED_EVENT
    74
  - CALL_ORIGINATED_EVENT
    75
  - CALL_FAILED_EVENT
    77
  - CALL_CONFERENCED_EVENT
    78
  - CALL_TRANSFERRED_EVENT
    80
  - CALL_DIVERTED_EVENT
    83
  - CALL_SERVICE_INITIATED_EVENT
    84
  - AGENT_STATE_EVENT
    86
  - CALL_REACHED_NETWORK_EVENT
    90
  - CALL_QUEUED_EVENT
    91
  - CALL_DEQUEUED_EVENT
    93
  - AGENT_PRE_CALL_EVENT
    95
  - AGENT_PRE_CALL_ABORT_EVENT
    98
  - RTP_STARTED_EVENT
    99
  - RTP_STOPPED_EVENT
    100
- All Events Service
  102
  - CALL_DELIVERED_EVENT
    102
  - CALL_TRANSLATION_ROUTE_EVENT
    102
- Peripheral Monitor Service
  104
  - MONITOR_START_REQ
    104
  - MONITOR_STOP_REQ
    106
  - CHANGE_MONITOR_MASK_REQ
    107
- Client Monitor Service
  109
  - CLIENT_SESSION_OPENED_EVENT
    109
  - CLIENT_SESSION_CLOSED_EVENT
    111
  - SESSION_MONITOR_START_REQ
    112
  - SESSION_MONITOR_STOP_REQ
    113
- Supervisor Service
  114
  - SUPERVISE_CALL_REQ
    115
  - EMERGENCY_CALL_REQ
    118
  - AGENT_TEAM_CONFIG_EVENT
    121
  - LIST_AGENT_TEAM_REQ
    122
  - MONITOR_AGENT_TEAM_START_REQ
    124
  - MONITOR_AGENT_TEAM_STOP_REQ
    124
- Call Data Update Service
  125
  - SET_CALL_DATA_REQ
    126
  - RELEASE_CALL_REQ
    128
  - SET_DEVICE_ATTRIBUTES_REQ
    131
- Miscellaneous Service
  133
  - SYSTEM_EVENT
    134
  - CLIENT_EVENT_REPORT_REQ
    135
  - USER_MESSAGE_REQ
    136
  - USER_MESSAGE_EVENT
    138
  - QUERY_AGENT_STATISTICS_REQ
    138
  - QUERY_SKILL_GROUP_STATISTICS_REQ
    146
  - REGISTER_VARIABLES_REQ
    161
  - SET_APP_DATA_REQ
    163
  - START_RECORDING_REQ
    164
  - STOP_RECORDING_REQ
    167
  - AGENT_DESK_SETTINGS_REQ
    170
- Connection Monitor Service
  173
- Client Control Service
  173
  - QUERY_AGENT_STATE_REQ
    175
  - SET_AGENT_STATE_REQ
    179
  - ALTERNATE_CALL_REQ
    182
  - ANSWER_CALL_REQ
    183
  - CLEAR_CALL_REQ
    184
  - CLEAR_CONNECTION_REQ
    185
  - CONFERENCE_CALL_REQ
    186
  - CONSULTATION_CALL_REQ
    190
  - DEFLECT_CALL_REQ
    193
  - HOLD_CALL_REQ
    195
  - MAKE_CALL_REQ
    196
  - MAKE_PREDICTIVE_CALL_REQ
    199
  - RECONNECT_CALL_REQ
    202
  - RETRIEVE_CALL_REQ
    203
  - TRANSFER_CALL_REQ
    204
  - QUERY_DEVICE_INFO_REQ
    209
  - SNAPSHOT_CALL_REQ
    213
  - SNAPSHOT_DEVICE_REQ
    217
  - SEND_DTMF_SIGNAL_REQ
    219
  - SUPERVISOR_ASSIST_REQ
    220
  - EMERGENCY_CALL_REQ
    222
  - BAD_CALL_REQ
    225
- Server Service
  227
  - REGISTER_SERVICE_REQ
    227
  - UNREGISTER_SERVICE_REQ
    228
Constants and Status Codes
231
- Failure Indication Message Status Codes
  231
- SystemEventID Values
  237
- Special Values
  238
- Tag Values
  238
- AgentState Values
  244
- PGStatusCode Values
  246
- PeripheralType Values
  246
- LocalConnectionState Values
  247
- EventCause Values
  248
- DeviceIDType Values
  251
- CallType Values
  251
- ConnectionDeviceIDType Values
  252
- LineType Values
  253
- ControlFailureCode Values
  253
- AllocationState Values
  258
- ForwardType Values
  259
- TypeOfDevice Values
  259
- ClassOfDevice Values
  260
- CallPlacementType Values
  260
- CallMannerType Values
  261
- CallOption Values
  261
- ConsultType Values
  262
- FacilityType Values
  262
- AnsweringMachine Values
  262
- AnswerDetectMode Values
  263
- AgentWorkMode Values
  263
- DestinationCountry Values
  263
- CTI Service Masks
  264
Changes and Additions
267
- Protocol Version 9
  267
- Protocol Version 8
  267
- Protocol Version 7
  269
- Protocol Version 6
  269
- Protocol Version 5
  271
Index
273

Guía Del Desarrollador

Tamaño:

9 MB
Páginas:

278
Language:

English

Manuales abiertas

Guía Del Desarrollador

Tabla de contenidos

Guía Del Desarrollador

Tamaño:

3 MB
Páginas:

262
Language:

English

Manuales abiertas

Guía Del Desarrollador

Tabla de contenidos

Guía Del Desarrollador

Tamaño:

800 KB
Páginas:

33
Language:

English

Manuales abiertas

Guía Del Desarrollador

Tabla de contenidos

Guía Del Desarrollador

Tamaño:

500 KB
Páginas:

35
Language:

English

Manuales abiertas

Guía Del Desarrollador

Tabla de contenidos

CTI OS Developer’s Guide for Cisco Unified Contact Center Enterprise
1
Contents
3
About This Guide
19
- Purpose
  19
- Audience
  19
- Organization
  19
- Related Documentation
  20
- Conventions
  21
- Obtaining Documentation and Submitting a Service Request
  21
- Documentation Feedback
  21
Introduction
23
CTI OS Client Interface Library Architecture
29
- Object Server Architecture
  29
- Client Interface Library Architecture
  29
  - Connection Layer
    30
  - Service Layer
    30
  - Object Interface Layer
    31
  - Custom Application
    31
- CIL Object Model
  31
  - Session Object
    31
    - Session Modes
      32
  - Agent Object
    32
  - Call Object
    32
  - SkillGroup Object
    32
  - Object Creation and Lifetime
    33
  - Reference Counting
    33
    - Lifetime
      33
    - Agent Object Lifetime
      34
    - SkillGroup Object Lifetime
      34
    - Methods that Call AddRef()
      34
- Where To Go From Here
  39
CIL Coding Conventions
41
Building Your Application
55
CTI OS ActiveX Controls
139
- Property Pages
  141
- Button Controls and Grid Controls
  141
  - Button Controls
    146
  - Grid Controls
    146
  - Supervisor Status Bar
    146
- CTI OS ActiveX Control Descriptions
  146
  - AgentStateCtl
    146
    - Related Methods
      149
    - Related Events
      150
  - AgentSelectCtl
    152
    - Methods
      153
  - AgentStatisticsCtl
    157
    - Methods
      157
  - AlternateCtl
    161
  - AnswerCtl
    161
  - BadLineCtl
    162
  - CallAppearanceCtl
    162
    - CallAppearanceCtl
      163
    - Related Methods
      163
    - Related Events
      163
    - Methods
      163
  - ChatCtl
    167
    - Methods
      167
  - ConferenceCtl
    170
  - EmergencyAssistCtl
    172
  - HoldCtl
    172
  - MakeCallCtl
    173
  - ReconnectCtl
    174
  - SkillgroupStatisticsCtl
    174
    - Methods
      175
  - StatusBarCtl
    178
  - SupervisorOnlyCtl
    179
  - RecordCtl
    180
  - TransferCtl
    181
- The Silent Monitor StandAlone ActiveX Control
  182
  - Connect
    182
  - Disconnect
    183
  - StartMonitoring
    183
  - StopMonitoring
    183
  - SilentMonitor Com Object Events
    183
  - Deployment
    184
  - Sample Usage in Visual Basic 6.0
    184
Event Interfaces and Events
187
- Event Publication Model
  187
- ISessionEvents Interface
  188
  - OnConnection
    188
    - Syntax
      188
    - Parameters
      188
  - OnConnectionClosed
    188
  - OnConnectionFailure
    189
    - Syntax
      189
    - Parameters
      189
  - OnConnectionRejected
    189
    - Syntax
      189
    - Parameters
      189
  - OnCTIOSFailure
    190
    - Syntax
      190
    - Parameters
      190
    - Remarks
      192
  - OnCurrentAgentReset
    192
    - Syntax
      192
    - Parameters
      192
  - OnCurrentCallChanged
    192
    - Syntax
      193
    - Parameters
      193
  - OnFailure Event
    193
  - OnGlobalSettingsDownloadConf
    193
    - Syntax
      194
    - Parameters
      194
  - OnHeartbeat
    202
    - Syntax
      203
    - Parameters
      203
  - OnMissingHeartbeat
    203
    - Syntax
      203
    - Syntax
      203
    - Parameters
      203
  - OnMonitorModeEstablished
    204
    - Syntax
      204
    - Parameters
      204
  - OnSnapshotDeviceConf
    204
    - Syntax
      204
    - Parameters
      205
    - Remarks
      205
  - OnSnapshotSkillGroupList
    205
  - OnTranslationRoute
    205
    - Syntax
      206
    - Parameters
      206
- ICallEvents Interface
  207
  - OnAgentPrecallEvent
    207
    - Syntax
      207
    - Parameters
      208
  - OnAgentPrecallAbortEvent
    209
    - Syntax
      209
    - Parameters
      209
  - OnAlternateCallConf
    209
    - Syntax
      210
  - Parameters
    210
  - OnAnswerCallConf
    210
    - Syntax
      210
    - Parameters
      210
  - OnCallBegin
    210
    - Syntax
      211
    - Parameters
      211
  - OnCallCleared
    212
    - Syntax
      213
    - Parameters
      213
  - OnCallConnectionCleared
    213
    - Syntax
      213
    - Parameters
      214
  - OnCallConferenced
    214
    - Syntax
      214
    - Parameters
      214
  - OnCallDataUpdate
    216
    - Syntax
      216
    - Parameters
      217
  - OnCallDelivered
    218
    - Syntax
      218
    - Parameters
      219
  - OnCallDequeuedEvent
    219
    - Syntax
      219
    - Parameters
      220
  - OnCallDiverted
    220
    - Syntax
      220
    - Parameters
      220
  - OnCallEnd
    221
    - Syntax
      221
    - Parameters
      222
  - OnCallEstablished
    222
    - Syntax
      222
    - Parameters
      222
  - OnCallFailed
    223
    - Syntax
      223
    - Parameters
      224
  - OnCallHeld
    224
    - Syntax
      224
    - Parameters
      224
  - OnCallOriginated
    225
    - Syntax
      225
    - Parameters
      225
  - OnCallQueuedEvent
    226
    - Syntax
      226
    - Parameters
      226
  - OnCallReachedNetworkEvent
    227
    - Syntax
      227
    - Parameters
      227
  - OnCallRetrieved
    228
    - Syntax
      228
    - Parameters
      228
  - OnCallServiceInitiatedEvent
    228
    - Syntax
      228
    - Parameters
      229
  - OnCallStartRecordingConf
    229
    - Syntax
      229
    - Parameters
      229
  - OnCallStopRecordingConf
    230
    - Syntax
      230
    - Parameters
      230
  - OnCallTransferred
    230
    - Syntax
      230
    - Parameters
      230
  - OnClearCallConf
    232
    - Syntax
      232
    - Parameters
      232
  - OnClearConnectionConf
    232
    - Syntax
      233
    - Parameters
      233
  - OnConferenceCallConf
    233
    - Syntax
      233
    - Parameters
      233
  - OnConsultationCallConf
    233
    - Syntax
      233
    - Parameters
      234
  - OnControlFailureConf
    234
    - Syntax
      234
    - Parameters
      234
  - OnHoldCallConf
    234
    - Syntax
      235
    - Parameters
      235
  - OnMakePredictiveCallConf
    235
  - OnReconnectCallConf
    235
    - Syntax
      235
    - Parameters
      235
  - OnReleaseCallConf
    235
  - OnRetrieveCallConf
    236
    - Syntax
      236
    - Parameters
      236
  - OnSendDTMFConf
    236
    - Syntax
      236
    - Parameters
      236
  - OnSetCallDataConf
    236
    - Syntax
      236
    - Parameters
      237
  - OnSnapshotCallConf
    237
    - Syntax
      237
    - Parameters
      238
  - OnTransferCallConf
    240
    - Syntax
      240
    - Parameters
      240
- IAgentEvents Interface
  240
  - OnAgentDeskSettingsConf
    240
    - Syntax
      240
    - Parameters
      240
  - OnAgentGreetingControlConf
    242
    - Syntax
      242
    - Parameters
      243
  - OnAgentInfoEvent
    243
    - Syntax
      243
    - Parameters
      243
  - OnAgentStateChange
    243
    - Syntax
      243
    - Parameters
      244
  - OnAgentStatistics
    245
    - Syntax
      245
    - Parameters
      246
  - OnChatMessage
    246
    - Syntax
      246
    - Parameters
      246
  - OnControlFailureConf
    247
    - Syntax
      247
    - Parameters
      247
  - OnEmergencyCall
    252
    - Syntax
      252
    - Parameters
      252
    - Remarks
      253
  - OnLogoutFailed
    253
    - Syntax
      253
    - Parameters
      253
  - OnMakeCallConf
    253
    - Syntax
      253
    - Parameters
      253
  - OnNewAgentTeamMember
    254
    - Syntax
      254
    - Parameters
      254
  - OnPostLogout
    256
    - Syntax
      256
    - Parameters
      256
    - Remarks
      257
  - OnPreLogout
    257
    - Syntax
      257
    - Parameters
      257
  - OnQueryAgentStateConf
    258
    - Syntax
      258
    - Parameters
      258
  - OnSetAgentModeEvent
    260
    - Syntax
      260
    - Parameters
      260
  - OnSetAgentStateConf
    261
    - Syntax
      261
    - Parameters
      261
  - OnStartMonitoringAgent
    261
    - Syntax
      261
    - Parameters
      261
    - Remarks
      262
  - OnStopMonitoringAgent
    262
    - Syntax
      262
    - Parameters
      262
    - Remarks
      263
  - OnUserMessageConf
    263
- ISkillGroupEvents Interface
  263
  - OnSkillGroupStatisticsUpdated
    263
    - Syntax
      263
    - Parameters
      263
  - OnSkillInfoEvent
    264
    - Parameters
      264
- IButtonEnablementEvents
  264
  - OnButtonEnablementChange
    264
    - Parameters
      264
  - OnSupervisorButtonChange
    267
    - Parameters
      267
    - Remarks
      267
- IMonitoredAgentEvents Interface
  267
- IMonitoredCallEvents Interface
  268
- ISilentMonitorEvents
  269
  - OnCallRTPStarted
    269
    - Syntax
      269
    - Parameters
      269
  - OnCallRTPStopped
    270
    - Syntax
      270
    - Parameters
      270
  - OnStartSilentMonitorConf
    271
    - Syntax
      271
    - Parameters
      271
  - OnSilentMonitorStartedEvent
    272
    - For CTI OS Based Silent Monitor
      272
    - For CCM Based Silent Monitor
      273
  - OnSilentMonitorStartRequestedEvent
    273
    - Syntax
      274
    - Parameters
      274
  - OnSilentMonitorSessionDisconnected
    275
    - Syntax
      275
    - Parameters
      275
  - OnSilentMonitorStopRequestedEvent
    275
    - For CTI OS Based Silent Monitor
      275
    - For CCM Based Silent Monitor
      276
  - OnSilentMonitorStatusReportEvent
    277
    - Syntax
      277
    - Parameters
      277
  - OnStopSilentMonitorConf
    279
    - Syntax
      279
    - Parameters
      279
  - OnRTPStreamTimedoutEvent
    280
    - Syntax
      280
    - Parameters
      280
- IGenericEvents Interface
  280
  - OnEvent
    280
    - Syntax
      280
- Java Adapter Classes
  281
  - IAllInOne
    281
  - IAgentEvents
    281
  - IButtonEnablementEvents
    281
  - ICallEvents
    281
  - ISkillGroupEvents
    281
- Events in Java CIL
  282
- Events in .NET CIL
  282
- Getting All Event Parameters
  283
  - How to Get All Parameters from an Event
    283
CtiOs Object
291
- Methods
  291
  - DumpProperties
    292
    - Syntax
      292
    - Parameters
      292
    - Return Value
      292
  - GetAllProperties
    292
    - Syntax
      292
    - Parameters
      293
    - Return Value
      293
  - GetElement
    293
    - Syntax
      293
    - Parameters
      293
    - Return Value
      294
  - GetLastError (Java and .NET only)
    294
    - Syntax
      294
    - Parameters
      294
    - Returns
      294
  - Remarks
    294
  - GetNumProperties
    295
    - Syntax
      295
    - Parameters
      295
    - Return Value
      295
  - GetPropertyName
    295
    - Syntax
      295
    - Parameters
      295
    - Return Value
      295
  - GetPropertyType
    296
    - Syntax
      296
    - Parameters
      296
    - Return Value
      296
  - GetValue
    297
    - Syntax
      297
    - Parameters
      297
    - Return Value
      297
  - GetValueArray
    297
    - Syntax
      297
    - Parameters
      298
    - Return Value
      298
  - GetValueBoolObj (Java and .NET only)
    298
    - Syntax
      298
    - Parameters
      298
    - Returns
      298
  - GetValueInt
    298
    - Syntax
      299
    - Parameters
      299
    - Return Value
      299
  - GetValueIntObj (Java only)
    299
    - Syntax
      299
    - Parameters
      300
    - Returns
      300
  - GetValueShortObj (Java only)
    300
    - Syntax
      300
    - Parameters
      300
    - Return Value
      300
  - GetValueString
    300
    - Syntax
      300
    - Parameters
      301
    - Return Value
      301
  - GetValueUIntObj (Java only)
    301
    - Syntax
      301
    - Parameters
      301
    - Returns
      301
  - GetValueUShortObj (Java only)
    302
    - Syntax
      302
    - Parameters
      302
    - Returns
      302
  - IsValid
    302
    - Syntax
      302
    - Parameters
      302
    - Return Value
      303
  - ReportError (Java and .NET only)
    303
    - Syntax
      303
    - Parameters
      303
    - Returns
      303
  - SetValue (Java and .NET)
    303
    - Syntax
      303
    - Parameters
      304
    - Returns
      304
  - SetValue (C++, COM, and VB)
    304
    - Syntax
      304
    - Parameters
      304
    - Return Values
      304
    - Remarks
      305
Session Object
307
- Session Object Properties
  307
- Methods
  309
  - AddEventListener (Java and .NET only)
    310
    - Syntax
      310
    - Parameters
      310
    - Returns
      311
  - AddListener Methods (C++ only)
    311
    - Syntax
      311
    - Remarks
      311
  - Connect
    311
    - Syntax
      311
    - Parameters
      312
    - Return Values
      312
    - Remarks
      312
  - CreateSilentMonitorManager
    313
    - Syntax
      313
    - Parameters
      314
    - Return Value
      314
    - Remarks
      314
  - CreateWaitObject (C++, Java, and .NET)
    314
    - Syntax
      314
    - Parameters
      314
    - Return Values
      314
  - DestroySilentMonitorManager
    315
    - Syntax
      315
    - Parameters
      315
    - Return Values
      315
    - Remarks
      315
  - DestroyWaitObject (C++ , Java, and .NET)
    315
    - Syntax
      315
    - Parameters
      315
    - Return Values
      316
    - Remarks
      316
  - DisableSkillGroupStatistics (C++ , Java, and .NET)
    316
    - Syntax
      316
    - Parameters
      316
    - Return Value
      316
    - Remarks
      316
  - Disconnect
    316
    - Syntax
      316
    - Parameters
      317
    - Return Values
      317
  - DumpProperties
    317
  - EnableSkillGroupStatistics (C++, Java, and .NET)
    317
    - Syntax
      317
    - Parameters
      317
    - Return Value
      317
    - Remarks
      318
  - GetAllAgents
    318
    - Syntax
      318
    - Parameters
      318
    - Return Values
      318
    - Remarks
      319
  - GetAllCalls
    320
    - Syntax
      320
    - Parameters
      321
    - Return Values
      321
    - Remarks
      322
  - GetAllProperties
    323
  - GetAllSkillGroups
    323
    - Syntax
      323
    - Parameters
      324
    - Return Values
      324
  - GetCurrentAgent
    324
    - Syntax
      324
    - Parameters
      324
    - Return Values
      324
  - GetCurrentCall
    325
    - Syntax
      325
    - Parameters
      325
    - Return Values
      325
  - GetCurrentSilentMonitor
    325
    - Syntax
      325
    - Return Values
      325
  - GetElement
    326
  - GetNumProperties
    326
  - GetObjectFromObjectID
    326
    - Syntax
      326
    - Parameters
      326
    - Return Values
      326
    - Remarks
      327
  - GetPropertyName
    327
  - GetPropertyType
    327
  - GetSystemStatus (Java, .NET, and C++ only)
    327
    - Syntax
      327
    - Parameters
      327
    - Returns
      327
  - GetValue Methods
    327
  - IsAgent
    327
    - Syntax
      328
    - Parameters
      328
    - Return Values
      328
  - IsCCMSilentMonitor
    328
    - Syntax
      328
    - Parameters
      328
    - Return Values
      328
  - IsSupervisor
    328
    - Syntax
      328
    - Parameters
      329
    - Return Values
      329
  - IsValid
    329
  - RemoveEventListener (Java and .NET)
    329
    - Syntax
      329
    - Parameters
      329
    - Returns
      329
  - RemoveListener Methods (C++ only)
    329
    - Syntax
      329
    - Remarks
      330
  - RequestDesktopSettings
    330
    - Syntax
      330
    - Parameters
      330
    - Return Values
      331
    - Remarks
      331
  - SetAgent
    331
    - Syntax
      331
    - Parameters
      331
    - Return Values
      331
  - SetCurrentCall
    332
    - Syntax
      332
    - Parameters
      333
    - Return Values
      333
    - Remarks
      333
  - SetCurrentSilentMonitor
    333
    - Syntax
      333
    - Parameters
      333
    - Return Values
      333
    - Remarks
      334
  - SetMessageFilter
    334
    - Syntax
      334
    - Parameters
      334
    - Return Values
      334
    - Remarks
      334
  - SetSupervisorMonitorMode
    334
    - Syntax
      334
    - Parameters
      335
    - Return Values
      335
- Notes On Message Filters
  335
Agent Object
341
- Agent Object Properties
  341
- Agent Statistics
  342
- Methods
  349
  - Arguments Parameters
    351
  - DisableAgentStatistics
    351
    - Syntax
      351
    - Parameters
      352
    - Return Value
      352
  - DisableSkillGroupStatistics
    352
    - Syntax
      352
    - Parameters
      352
    - Return Value
      352
  - EnableAgentStatistics
    353
    - Syntax
      353
    - Parameters
      353
    - Return Value
      353
    - Remarks
      353
  - EnableSkillGroupStatistics
    353
    - Syntax
      353
    - Parameters
      354
    - Return Value
      354
    - Remarks
      354
  - GetAgentState
    354
    - Syntax
      354
    - Parameters
      354
    - Return Value
      355
  - GetAllProperties
    355
  - GetElement
    355
  - GetMonitoredAgent
    355
    - Syntax
      355
    - Parameters
      355
    - Return Value
      355
    - Remarks
      355
  - GetMonitoredCall
    355
    - Syntax
      355
    - Parameters
      356
    - Return Value
      356
    - Remarks
      356
  - GetNumProperties
    356
  - GetPropertyName
    356
  - GetPropertyType
    356
  - GetSkillGroups
    356
    - Syntax
      357
    - Parameters
      357
    - Return Value
      357
  - GetValue Methods
    358
  - IsAgent
    359
    - Syntax
      359
    - Parameters
      359
    - Return Value
      359
  - IsSupervisor
    359
    - Syntax
      359
    - Parameters
      359
    - Return Values
      359
  - Login
    360
    - Syntax
      360
    - Input Parameters
      360
    - Return Values
      361
    - Remarks
      361
  - Logout
    362
    - Syntax
      362
    - Input Parameters
      362
    - Return Values
      363
    - Remarks
      363
  - MakeCall
    363
    - Syntax
      363
    - Input Parameters
      363
    - Return Value
      367
    - Remarks
      367
  - MakeEmergencyCall
    368
    - Syntax
      368
    - Parameters
      368
    - Return Value
      368
    - Remarks
      368
  - QueryAgentState
    369
    - Syntax
      369
    - Input Parameters
      369
    - Return Values
      369
    - Remarks
      369
  - ReportBadCallLine
    369
    - Syntax
      370
    - Parameters
      370
    - Return Values
      370
  - RequestAgentTeamList
    370
    - Syntax
      370
    - Parameters
      370
    - Return Value
      371
    - Remarks
      371
  - RequestSupervisorAssist
    371
    - Syntax
      371
    - Parameters
      371
    - Return Values
      371
    - Remarks
      371
  - SendChatMessage
    372
    - Syntax
      372
    - Parameters
      372
    - Return Values
      372
    - Remarks
      373
  - SetAgentGreetingAction
    373
    - Syntax
      373
    - Input Parameters
      373
    - Return Values
      373
    - Remarks
      373
  - SetAgentState
    373
    - Syntax
      374
    - Input Parameters
      374
    - Return Values
      375
    - Remarks
      375
  - StartMonitoringAgent
    375
    - Syntax
      375
    - Parameters
      375
    - Return Value
      375
    - Remarks
      376
  - StartMonitoringAgentTeam
    376
    - Syntax
      376
    - Parameters
      376
    - Return Value
      376
    - Remarks
      376
  - StartMonitoringAllAgentTeams
    377
    - Syntax
      377
    - Parameters
      377
    - Return Value
      377
    - Remarks
      377
  - StartMonitoringCall
    377
    - Description
      377
    - Syntax
      377
    - Parameters
      378
    - Return Value
      378
    - Remarks
      378
  - StopMonitoringAgent
    378
    - Syntax
      378
    - Parameters
      378
    - Return Value
      379
    - Remarks
      379
  - StopMonitoringAgentTeam
    379
    - Syntax
      379
    - Parameters
      379
    - Return Value
      379
    - Remarks
      379
  - StopMonitoringAllAgentTeams
    379
    - Syntax
      380
    - Parameters
      380
    - Return Value
      380
    - Remarks
      380
  - SuperviseCall
    380
    - Syntax
      380
    - Parameters
      381
    - Return Values
      381
    - Remarks
      381
Call Object
383
- Current Call Concept
  383
- Accessing ECC Variables
  384
- Considerations for Passing Call Variables
  384
- Retrieving ECC Variable Values
  384
- Adding ECC Values
  385
- Properties
  386
- Methods
  388
  - Arguments Parameters
    390
  - Alternate
    390
    - Syntax
      390
    - Parameters
      390
    - Return Values
      390
    - Remarks
      390
  - Answer
    391
    - Syntax
      391
    - Parameters
      391
    - Return Value
      391
    - Remarks
      391
  - Clear
    392
    - Syntax
      392
    - Parameters
      392
    - Return Value
      392
    - Remarks
      392
  - ClearConnection
    393
    - Syntax
      393
    - Parameters
      393
    - Return Value
      393
    - Remarks
      393
  - Conference
    394
    - Syntax
      394
    - Parameters
      394
    - Return Value
      394
    - Remarks
      394
  - GetCallContext
    395
    - Syntax
      395
    - Parameters
      395
    - Return Value
      395
    - Remarks
      396
  - GetCallData
    396
    - Syntax
      396
    - Parameters
      396
    - Return Value
      397
    - Remarks
      397
  - Hold
    397
    - Syntax
      397
    - Parameters
      397
    - Return Value
      398
    - Remarks
      398
  - MakeConsultCall
    398
    - Syntax
      398
    - Parameters
      398
    - Return Values
      402
    - Remarks
      402
  - Reconnect
    402
    - Syntax
      403
    - Parameters
      403
    - Return Values
      403
    - Remarks
      403
  - Retrieve
    403
    - Syntax
      404
    - Parameters
      404
    - Return Values
      404
    - Remarks
      404
  - SendDTMFSignal
    404
    - Syntax
      404
    - Parameters
      404
    - Return Values
      405
    - Remarks
      405
  - SetCallData
    405
    - Syntax
      406
    - Parameters
      406
    - Return Values
      406
    - Remarks
      406
  - SingleStepConference
    406
    - Syntax
      406
    - Parameters
      407
    - Return Values
      408
    - Remarks
      408
  - SingleStepTransfer
    408
    - Syntax
      409
    - Parameters
      409
    - Return Values
      409
  - Snapshot
    409
    - Syntax
      409
    - Parameters
      409
    - Return Values
      410
    - Remarks
      410
  - StartRecord
    410
    - Syntax
      410
    - Parameters
      410
    - Return Value
      410
    - Remarks
      410
  - StopRecord
    411
    - Syntax
      411
    - Parameters
      411
    - Return Value
      411
    - Remarks
      411
  - Transfer
    411
    - Syntax
      411
    - Parameters
      412
    - Return Values
      412
    - Remarks
      412
SkillGroup Object
413
- Properties
  413
- Statistics
  414
- Methods
  428
  - DisableSkillGroupStatistics
    428
    - Syntax
      428
    - Parameters
      428
    - Return Value
      429
    - Remarks
      429
  - DumpProperties
    429
  - EnableSkillGroupStatistics
    429
    - Syntax
      429
    - Parameters
      429
    - Return Value
      430
    - Remarks
      430
  - GetElement
    430
  - GetValue Methods
    430
  - IsValid
    430
  - SetValue
    430
Helper Classes
431
- Arg Class
  432
  - AddRef
    432
    - Syntax
      432
    - Parameters
      433
    - Return Values
      433
  - Clone
    433
    - Syntax
      433
    - Output Parameters
      433
    - Return Values
      433
  - CreateInstance
    433
    - Syntax
      433
    - Parameters
      434
    - Return Values
      434
    - Remarks
      434
  - DumpArg
    434
    - Syntax
      434
    - Parameters
      434
    - Return Values
      434
  - GetArgType (.NET only)
    434
    - Syntax
      435
    - Parameters
      435
    - Returns
      435
  - GetType
    435
    - Syntax
      435
    - Output Parameters
      435
    - Return Values
      435
  - GetValue Methods
    436
    - Syntax
      436
    - Parameters
      437
    - Return Values
      437
  - Release
    437
    - Syntax
      437
    - Parameters
      438
    - Return Values
      438
  - SetValue
    438
    - Syntax
      438
    - Parameters
      438
    - Return Values
      439
- Arguments Class
  439
  - Usage Notes
    440
  - AddItem (C++, COM, VB only)
    441
    - Syntax
      441
    - Parameters
      442
    - Return Value
      442
  - AddRef (C++ and COM only)
    442
    - Syntax
      442
    - Parameters
      442
    - Return Values
      442
  - Clear
    443
    - Syntax
      443
    - Parameters
      443
    - Return Value
      443
  - Clone
    443
    - Syntax
      443
    - Parameters
      443
    - Return Value
      444
  - CreateInstance (C++ and COM only)
    444
    - Syntax
      444
    - Parameters
      444
    - Return Value
      444
    - Remarks
      444
  - DumpArgs
    444
    - Syntax
      444
    - Parameters
      445
    - Return Values
      445
  - GetElement Methods
    445
    - Syntax
      445
  - Parameters
    446
    - Return Value
      446
  - GetValue Methods
    446
    - Syntax
      446
    - Parameters
      448
    - Return Values
      448
    - Remarks
      449
  - IsValid
    449
    - Syntax
      449
    - Parameters
      449
    - Return Values
      449
  - NumElements
    449
    - Syntax
      450
    - Parameters
      450
    - Return Value
      450
  - Release (C++ and COM only)
    450
    - Syntax
      450
    - Parameters
      450
    - Return Values
      450
  - RemoveItem
    450
    - Syntax
      450
    - Parameters
      451
    - Return Values
      451
  - SetElement (C++, COM, and VB only)
    451
    - Syntax
      451
    - Parameters
      451
    - Return Values
      452
  - SetValue
    452
    - Syntax
      452
    - Parameters
      453
    - Return Values
      453
    - Remarks
      453
- CILRefArg Class (C++, Java, and .NET only)
  454
  - GetType
    454
    - Syntax
      454
    - Output Parameters
      454
    - Return Values
      454
  - GetUniqueObjectID (Java and .NET only)
    454
    - Syntax
      455
    - Parameters
      455
    - Return Values
      455
    - Remarks
      455
  - GetValue
    455
    - Syntax
      455
    - Output Parameters
      455
    - Return Values
      455
  - SetValue
    455
    - Syntax
      455
    - Input Parameters
      456
    - Return Values
      456
- CCtiOsException Class (C++, Java, and .NET only)
  456
  - CCtiosException Constructor
    456
    - Syntax
      456
    - Input Parameters
      456
    - Return Values
      457
  - GetCode
    457
    - Syntax
      457
    - Parameters
      457
    - Return Values
      457
  - GetStatus
    457
    - Syntax
      457
    - Parameters
      457
    - Return Values
      457
  - GetString
    457
    - Syntax
      458
    - Parameters
      458
    - Return Values
      458
  - What
    458
    - Syntax
      458
    - Parameters
      458
    - Return Values
      458
- CWaitObject Class
  458
  - Methods
    459
  - CreateWaitObject
    459
  - DestroyWaitObject
    459
  - DumpEventMask
    459
    - Syntax
      459
    - Parameters
      459
    - Return Values
      460
  - GetMask
    460
    - Syntax
      460
    - Parameters
      460
    - Return Values
      460
  - GetTriggerEvent
    460
    - Syntax
      460
    - Parameters
      460
    - Return Values
      460
  - InMask
    461
    - Syntax
      461
    - Parameters
      461
    - Return Values
      461
  - SetMask
    461
    - Syntax
      461
    - Parameters
      461
    - Return Values
      461
  - WaitOnMultipleEvents
    461
    - Syntax
      462
    - Parameters
      462
    - Return Values
      462
- Logger Class (.NET and Java Only)
  462
  - Methods
    462
  - Logger() Constructor
    463
    - Syntax
      463
    - Parameters
      463
    - Return Values
      463
  - GetTraceMask
    463
    - Syntax
      463
    - Parameters
      463
    - Return Values
      463
  - SetTraceMask
    464
    - Syntax
      464
    - Parameters
      464
    - Return Values
      464
  - AddLogListener
    464
    - Syntax
      464
    - Parameters
      464
    - Return Values
      464
  - RemoveLogListener
    464
    - Syntax
      464
    - Parameters
      465
    - Return Values
      465
  - Trace
    465
    - Syntax
      465
    - Parameters
      465
    - Return Values
      465
- LogWrapper Class (.NET and Java Only)
  465
  - Methods
    466
  - LogWrapper() Constructor
    467
    - Syntax
      467
    - Parameters
      467
  - Return Values
    467
  - LogWrapper(String filename) Constructor
    467
    - Syntax
      467
    - Parameters
      467
  - Return Values
    467
  - LogWrapper(string, int, int, int) Constructor
    467
    - Syntax
      468
    - Parameters
      468
    - Return Values
      468
  - Dispose (.NET Only)
    468
    - Syntax
      468
    - Parameters
      468
    - Return Values
      469
  - GetMaxDaysBeforeExpire (.NET Only)
    469
    - Syntax
      469
    - Parameters
      469
    - Return Values
      469
  - SetMaxNumberFiles
    469
    - Syntax
      469
    - Parameters
      469
    - Return Values
      469
  - GetMaxNumberFiles (.NET Only)
    469
    - Syntax
      470
    - Parameters
      470
    - Return Values
      470
  - SetMaxDaysBeforeExpire
    470
    - Syntax
      470
    - Parameters
      470
    - Return Values
      470
  - ProcessConfigFile
    470
    - Syntax
      470
    - Parameters
      470
    - Return Values
      471
SilentMonitorManager Object
473
- Properties
  474
- Methods
  475
  - Argument Parameter Rules
    476
  - AcceptSilentMonitoring
    476
    - Syntax
      476
    - Parameters
      476
    - Return Values
      477
  - GetIPPhoneInfo
    477
    - Syntax
      477
    - Parameters
      477
    - Return Value
      477
  - GetSessionInfo
    478
    - Syntax
      478
    - Parameters
      478
    - Return Values
      479
  - GetSMSessionList
    479
    - Syntax
      479
    - Parameters
      480
    - Return Values
      480
  - IsMonitoredTarget
    480
    - Syntax
      480
    - Parameters
      480
    - Return Value
      480
  - SetIPPhoneInfo
    480
    - Syntax
      481
    - Parameters
      481
    - Return Values
      482
  - StartSilentMonitorRequest
    482
    - Syntax
      482
    - Parameters
      482
    - Return Values
      483
    - Remarks
      483
  - StartSMMonitoredMode
    483
    - Syntax
      483
    - Parameters
      483
    - Return Values
      484
  - StartSMMonitoringMode
    484
    - Syntax
      484
    - Parameters
      485
    - Return Values
      485
  - StopSilentMonitorMode
    485
    - Syntax
      485
    - Parameters
      485
    - Return Values
      486
  - StopSilentMonitorRequest
    486
    - Syntax
      486
    - Parameters
      486
    - Return Values
      486
CTI OS Keywords and Enumerated Types
487
- Keywords
  487
  - Java CIL Keywords
    488
  - .NET CIL Keywords
    488
- Enumerated Types
  488
  - Java Interfaces
    489
CTI OS Logging
491
- Creating CTI OS Client Logs (COM and C++)
  491
  - How to Install the Tracing Mechanism (COM and C++)
    491
- Setting Trace Levels (COM and C++)
  492
- Configuring Tracing (COM and C++)
  492
- Java CIL Logging Utilities
  493
  - ILogEvents
    493
  - LogEvent
    493
  - Logger
    494
    - Syntax
      494
  - LogEventsAdapter
    494
    - Syntax
      495
- Logging and Tracing (Java)
  495
- Logging and Tracing (.NET)
  495
Index
501

Guía Del Desarrollador

Tamaño:

4 MB
Páginas:

506
Language:

English

Manuales abiertas

Guía Del Desarrollador

Tabla de contenidos

CTI OS Developer's Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
1
Contents
3
About This Guide
19
- Purpose
  19
- Audience
  19
- Organization
  19
- Related Documentation
  20
- Conventions
  21
- Obtaining Documentation and Submitting a Service Request
  21
- Documentation Feedback
  21
Introduction
23
- Introduction to CTI
  23
- What is a CTI-Enabled Application?
  23
  - Screen Pop
    23
  - Agent State Control
    24
  - Third-Party Call Control
    24
- Leveraging CTI Application Event Flow
  24
  - Asynchronous Events
    24
  - Request-Response Paradigm
    25
- Overview of CTI OS
  26
CTI OS Client Interface Library Architecture
29
- Object Server Architecture
  29
- Client Interface Library Architecture
  29
  - Connection Layer
    30
  - Service Layer
    30
  - Object Interface Layer
    31
  - Custom Application
    31
- CIL Object Model
  31
  - Session Object
    31
    - Session Modes
      32
  - Agent Object
    32
  - Call Object
    32
  - SkillGroup Object
    32
  - Object Creation and Lifetime
    33
  - Reference Counting
    33
- Where To Go From Here
  39
CIL Coding Conventions
41
- CTIOS CIL Data Types
  41
- Asynchronous Program Execution
  42
- CIL Error Codes
  43
- COM Error Codes
  47
- Generic Interfaces
  47
- UniqueObjectID
  49
- Obtaining Objects from UniqueObjectIDs
  51
- Using Button Enablement Masks
  51
Building Your Application
55
- Setting Up Your Environment for .NET
  55
  - Integrating with Microsoft Visual Studio .NET 2005
    56
    - Adding CTIOS Toolkit 7.5(1) Components to the “Add Reference” Dialog Box
      56
    - Adding Cisco CTI OS ActiveX 7.5(1) Controls to the Toolbox
      57
- Integrating your Application with CTI OS via the CIL
  58
  - Planning and Designing Your Integration
    58
  - What Language and Interface to Use
    58
- Testing CTI Applications
  59
  - Developing a Test Plan
    59
  - Test Environment
    60
- Using the Samples
  60
- Using The CTI OS ActiveX Controls
  61
  - Building a Simple Softphone with ActiveX Controls
    61
  - Adding a Hook for Screenpops
    63
    - CTIOS SessionResolver
      63
    - Sample VB .NET code to Retrieve CallVariable1
      64
- Using the COM CIL in Visual C++ 7.5(1)
  65
  - COM Client Interface Library (COM CIL.)
    65
  - Adding COM Support to your Application
    66
    - Important Note About COM Method Syntax
      66
  - Using the CIL Dynamic Link Libraries
    66
  - Creating an Instance of a COM Object
    67
  - Subscribing and Unsubscribing to COM Events in C++
    67
  - Next Steps
    68
- Using the C++ CIL and Static Libraries
  68
  - Header Files and Libraries
    68
  - Project Settings for Compiling and Linking
    69
  - Subscribing for Events in C++
    72
  - STLPort
    72
  - Next Steps
    72
- Using the Java CIL Libraries
  73
  - Next Steps
    73
- Using the .NET CIL Libraries
  73
  - Next Steps
    74
- Connecting to the CTI OS Server
  74
  - How to Create the Session Instance
    74
    - Session Object Lifetime (C++ only)
      74
  - How to Set the Event Listener and Subscribe to Events
    75
  - How to Set Connection Parameters for the Session
    75
  - How to Connect the Session to the CTI OS Server
    75
  - Dealing with Connection Failures
    76
  - How to Set the Connection Mode
    77
  - Settings Download
    82
  - Disconnecting from CTI OS Server
    83
- Logging In and Logging Out an Agent
  84
  - How to Log In an Agent
    84
  - How to Handle Duplicate Log In Attempts
    85
  - How to Log Out an Agent
    89
    - Typical Logout Procedure
      89
- Working with Calls
  91
  - Handling Multiple Calls
    91
  - What is the Current Call?
    91
  - How to Get a Call Object
    92
  - How to Set the Current Call for the Session
    92
  - Call Wrapup
    92
  - Logout and NotReady Reason Codes
    93
  - When Does the Application Receive the OnButtonEnablementChange() Event?
    93
- Making Requests
  96
  - Preventing Multiple Duplicate Requests
    96
- Working with Events
  97
  - Handling Events in Order
    97
  - Coding Considerations for CIL Event Handling
    97
  - Monitoring the OnCallEnd() Event
    97
- Working with Agent Statistics
  98
  - Overview
    98
  - How to Set Up an Agent Application to Receive Agent Statistics
    98
  - How to Set Up a Monitor-Mode Application to Receive Agent Statistics
    99
  - Accessing Agent Statistics
    102
  - Changing Which Agent Statistics are Sent
    103
  - Agent Statistics Computed by the Sample CTI OS Desktop
    103
- Working with Skill Group Statistics
  103
  - Overview
    103
  - How to Set Up a Monitor-Mode Application to Receive Skill Group Statistics
    104
  - Accessing Skill Group Statistics
    105
  - Changing Which Skill Group Statistics are Sent
    106
  - Skill Group Statistics Computed by the Sample CTI OS Desktop
    106
- Enabling Silent Monitor in Your Application
  107
  - Enabling CTI OS Based Silent Monitoring in Your Application
    107
  - Enabling Unified CM Based Silent Monitoring in your Application
    111
- Deployment of Custom CTI OS Applications
  115
  - Deploying Applications Using the ActiveX Controls
    115
  - Deploying Applications Using COM (But Not ActiveX Controls)
    121
  - Deploying Applications using C++ CIL
    121
  - Deploying Applications using .NET CIL
    122
  - Custom Application and CTI OS Security
    122
- Building Supervisor Applications
  122
  - General Flow
    123
  - Monitored and Unmonitored Events
    123
  - Requesting and Monitoring the Supervisor’s Team(s)
    123
    - OnNewAgentTeamMember
      124
    - OnNewAgentTeamMember Events and Supervisors
      125
    - OnMonitoredAgentStateChange Events
      125
    - OnMonitoredAgentInfo Event
      126
    - Time in State
      126
    - OnSkillInfo Event
      126
    - Populating an Agent Grid
      126
  - Monitoring Agents
    128
  - Monitoring Calls
    132
    - MonitoredCallEvents
      132
    - Barging into Calls
      133
    - Intercepting Calls
      134
    - Updating Monitored Call Data
      134
- Sample Code in the CTI OS Toolkit
  135
  - .NET Samples
    135
    - CTI Toolkit Combo Desktop.NET
      135
    - CtiOs Data Grid.NET
      136
    - All Agents Sample.NET
      137
    - All Calls Sample.NET
      137
  - Java CIL Samples
    137
  - Win32 Samples
    137
CTI OS ActiveX Controls
139
- Property Pages
  141
- Button Controls and Grid Controls
  141
  - Button Controls
    141
  - Grid Controls
    141
  - Supervisor Status Bar
    142
- CTI OS ActiveX Control Descriptions
  142
  - AgentStateCtl
    142
    - Related Methods
      144
    - Related Events
      145
  - AgentSelectCtl
    147
    - Methods
      148
  - AgentStatisticsCtl
    152
    - Methods
      152
  - AlternateCtl
    156
  - AnswerCtl
    156
  - BadLineCtl
    157
  - CallAppearanceCtl
    157
    - Related Methods
      157
    - Related Events
      158
    - Methods
      158
  - ChatCtl
    162
    - Methods
      162
  - ConferenceCtl
    165
  - EmergencyAssistCtl
    167
  - HoldCtl
    167
  - MakeCallCtl
    167
  - ReconnectCtl
    169
  - SkillgroupStatisticsCtl
    169
    - Methods
      169
  - StatusBarCtl
    173
  - SupervisorOnlyCtl
    173
  - RecordCtl
    175
  - TransferCtl
    175
- The Silent Monitor StandAlone ActiveX Control
  177
  - Connect
    177
  - Disconnect
    177
  - StartMonitoring
    177
  - StopMonitoring
    178
  - SilentMonitor Com Object Events
    178
  - Deployment
    179
  - Sample Usage in Visual Basic 6.0
    179
Event Interfaces and Events
181
- Event Publication Model
  181
- ISessionEvents Interface
  182
  - OnConnection
    182
    - Syntax
      182
    - Parameters
      182
  - OnConnectionClosed
    182
  - OnConnectionFailure
    183
    - Syntax
      183
    - Parameters
      183
  - OnConnectionRejected
    183
    - Syntax
      183
    - Parameters
      183
  - OnCTIOSFailure
    183
    - Syntax
      184
    - Parameters
      184
    - Remarks
      185
  - OnCurrentAgentReset
    185
    - Syntax
      185
    - Parameters
      185
  - OnCurrentCallChanged
    185
    - Syntax
      186
    - Parameters
      186
  - OnFailure Event
    186
  - OnGlobalSettingsDownloadConf
    186
    - Syntax
      187
    - Parameters
      187
  - OnHeartbeat
    194
    - Syntax
      195
    - Parameters
      195
  - OnMissingHeartbeat
    195
    - Syntax
      195
    - Parameters
      195
  - OnMonitorModeEstablished
    195
    - Syntax
      196
    - Parameters
      196
  - OnSnapshotDeviceConf
    196
    - Syntax
      196
    - Parameters
      197
    - Remarks
      197
  - OnSnapshotSkillGroupList
    197
  - OnTranslationRoute
    197
    - Syntax
      197
    - Parameters
      198
- ICallEvents Interface
  199
  - OnAgentPrecallEvent
    199
    - Syntax
      199
    - Parameters
      199
  - OnAgentPrecallAbortEvent
    200
    - Syntax
      201
    - Parameters
      201
  - OnAlternateCallConf
    201
    - Syntax
      201
  - Parameters
    201
  - OnAnswerCallConf
    202
    - Syntax
      202
    - Parameters
      202
  - OnCallBegin
    202
    - Syntax
      202
    - Parameters
      202
  - OnCallCleared
    204
    - Syntax
      204
    - Parameters
      204
  - OnCallConnectionCleared
    205
    - Syntax
      205
    - Parameters
      205
  - OnCallConferenced
    205
    - Syntax
      206
    - Parameters
      206
  - OnCallDataUpdate
    207
    - Syntax
      207
    - Parameters
      208
  - OnCallDelivered
    209
    - Syntax
      209
    - Parameters
      210
  - OnCallDequeuedEvent
    210
    - Syntax
      210
    - Parameters
      211
  - OnCallDiverted
    211
    - Syntax
      211
    - Parameters
      211
  - OnCallEnd
    212
    - Syntax
      212
    - Parameters
      212
  - OnCallEstablished
    213
    - Syntax
      213
    - Parameters
      213
  - OnCallFailed
    214
    - Syntax
      214
    - Parameters
      214
  - OnCallHeld
    214
    - Syntax
      214
    - Parameters
      215
  - OnCallOriginated
    215
    - Syntax
      215
    - Parameters
      215
  - OnCallQueuedEvent
    216
    - Syntax
      216
    - Parameters
      216
  - OnCallReachedNetworkEvent
    217
    - Syntax
      217
    - Parameters
      217
  - OnCallRetrieved
    218
    - Syntax
      218
    - Parameters
      218
  - OnCallServiceInitiatedEvent
    218
    - Syntax
      218
    - Parameters
      219
  - OnCallStartRecordingConf
    219
    - Syntax
      219
    - Parameters
      219
  - OnCallStopRecordingConf
    220
    - Syntax
      220
    - Parameters
      220
  - OnCallTransferred
    220
    - Syntax
      220
    - Parameters
      220
  - OnClearCallConf
    222
    - Syntax
      222
    - Parameters
      222
  - OnClearConnectionConf
    222
    - Syntax
      222
    - Parameters
      223
  - OnConferenceCallConf
    223
    - Syntax
      223
    - Parameters
      223
  - OnConsultationCallConf
    223
    - Syntax
      223
    - Parameters
      224
  - OnControlFailureConf
    224
    - Syntax
      224
    - Parameters
      224
  - OnHoldCallConf
    224
    - Syntax
      224
    - Parameters
      225
  - OnMakePredictiveCallConf
    225
  - OnReconnectCallConf
    225
    - Syntax
      225
    - Parameters
      225
  - OnReleaseCallConf
    225
  - OnRetrieveCallConf
    225
    - Syntax
      226
    - Parameters
      226
  - OnSendDTMFConf
    226
    - Syntax
      226
    - Parameters
      226
  - OnSetCallDataConf
    226
    - Syntax
      226
    - Parameters
      226
  - OnSnapshotCallConf
    227
    - Syntax
      227
    - Parameters
      228
  - OnTransferCallConf
    229
    - Syntax
      229
    - Parameters
      230
- IAgentEvents Interface
  230
  - OnAgentDeskSettingsConf
    230
    - Syntax
      230
    - Parameters
      230
  - OnAgentInfoEvent
    232
    - Syntax
      232
    - Parameters
      232
  - OnAgentStateChange
    233
    - Syntax
      233
    - Parameters
      233
  - OnAgentStatistics
    234
    - Syntax
      234
    - Parameters
      235
  - OnChatMessage
    235
    - Syntax
      235
    - Parameters
      235
  - OnControlFailureConf
    235
    - Syntax
      236
    - Parameters
      236
  - OnEmergencyCall
    241
    - Syntax
      241
    - Parameters
      241
    - Remarks
      241
  - OnLogoutFailed
    241
    - Syntax
      242
    - Parameters
      242
  - OnMakeCallConf
    242
    - Syntax
      242
    - Parameters
      242
  - OnNewAgentTeamMember
    243
    - Syntax
      243
    - Parameters
      243
  - OnPostLogout
    244
    - Syntax
      245
    - Parameters
      245
    - Remarks
      246
  - OnPreLogout
    246
    - Syntax
      246
    - Parameters
      246
  - OnQueryAgentStateConf
    247
    - Syntax
      247
    - Parameters
      247
  - OnSetAgentModeEvent
    250
    - Syntax
      250
    - Parameters
      250
  - OnSetAgentStateConf
    250
    - Syntax
      251
    - Parameters
      251
  - OnStartMonitoringAgent
    251
    - Syntax
      251
    - Parameters
      251
    - Remarks
      251
  - OnStopMonitoringAgent
    251
    - Syntax
      252
    - Parameters
      252
    - Remarks
      252
  - OnUserMessageConf
    252
- ISkillGroupEvents Interface
  252
  - OnSkillGroupStatisticsUpdated
    252
    - Syntax
      252
    - Parameters
      253
  - OnSkillInfoEvent
    253
    - Parameters
      253
- IButtonEnablementEvents
  253
  - OnButtonEnablementChange
    253
    - Parameters
      254
  - OnSupervisorButtonChange
    256
    - Parameters
      256
    - Remarks
      256
- IMonitoredAgentEvents Interface
  256
- IMonitoredCallEvents Interface
  257
- ISilentMonitorEvents
  258
  - OnCallRTPStarted
    258
    - Syntax
      258
    - Parameters
      258
  - OnCallRTPStopped
    259
    - Syntax
      259
    - Parameters
      259
  - OnStartSilentMonitorConf
    260
    - Syntax
      260
    - Parameters
      260
  - OnSilentMonitorStartedEvent
    261
    - For CTI OS Based Silent Monitor
      261
    - For CCM Based Silent Monitor
      262
  - OnSilentMonitorStartRequestedEvent
    262
    - Syntax
      262
    - Parameters
      263
  - OnSilentMonitorSessionDisconnected
    263
    - Syntax
      263
    - Parameters
      264
  - OnSilentMonitorStopRequestedEvent
    264
    - For CTI OS Based Silent Monitor
      264
    - For CCM Based Silent Monitor
      265
  - OnSilentMonitorStatusReportEvent
    265
    - Syntax
      265
    - Parameters
      266
  - OnStopSilentMonitorConf
    267
    - Syntax
      267
    - Parameters
      268
  - OnRTPStreamTimedoutEvent
    268
    - Syntax
      268
    - Parameters
      268
- IGenericEvents Interface
  269
  - OnEvent
    269
    - Syntax
      269
- Java Adapter Classes
  269
  - IAllInOne
    269
  - IAgentEvents
    269
  - IButtonEnablementEvents
    269
  - ICallEvents
    270
  - ISkillGroupEvents
    270
- Events in Java CIL
  270
- Events in .NET CIL
  270
- Getting All Event Parameters
  271
  - How to Get All Parameters from an Event
    271
CtiOs Object
279
- Methods
  279
  - DumpProperties
    280
    - Syntax
      280
    - Parameters
      280
    - Return Value
      280
  - GetAllProperties
    280
    - Syntax
      280
    - Parameters
      281
    - Return Value
      281
  - GetElement
    281
    - Syntax
      281
    - Parameters
      281
    - Return Value
      282
  - GetLastError (Java and .NET only)
    282
    - Syntax
      282
    - Parameters
      282
    - Returns
      282
  - Remarks
    282
  - GetNumProperties
    283
    - Syntax
      283
    - Parameters
      283
    - Return Value
      283
  - GetPropertyName
    283
    - Syntax
      283
    - Parameters
      283
    - Return Value
      283
  - GetPropertyType
    284
    - Syntax
      284
    - Parameters
      284
    - Return Value
      284
  - GetValue
    285
    - Syntax
      285
    - Parameters
      285
    - Return Value
      285
  - GetValueArray
    285
    - Syntax
      285
    - Parameters
      286
    - Return Value
      286
  - GetValueBoolObj (Java and .NET only)
    286
    - Syntax
      286
    - Parameters
      286
    - Returns
      286
  - GetValueInt
    286
    - Syntax
      287
    - Parameters
      287
    - Return Value
      287
  - GetValueIntObj (Java only)
    287
    - Syntax
      287
    - Parameters
      288
    - Returns
      288
  - GetValueShortObj (Java only)
    288
    - Syntax
      288
    - Parameters
      288
    - Return Value
      288
  - GetValueString
    288
    - Syntax
      288
    - Parameters
      289
    - Return Value
      289
  - GetValueUIntObj (Java only)
    289
    - Syntax
      289
    - Parameters
      289
    - Returns
      289
  - GetValueUShortObj (Java only)
    290
    - Syntax
      290
    - Parameters
      290
    - Returns
      290
  - IsValid
    290
    - Syntax
      290
    - Parameters
      290
    - Return Value
      291
  - ReportError (Java and .NET only)
    291
    - Syntax
      291
    - Parameters
      291
    - Returns
      291
  - SetValue (Java and .NET)
    291
    - Syntax
      291
    - Parameters
      292
    - Returns
      292
  - SetValue (C++, COM, and VB)
    292
    - Syntax
      292
    - Parameters
      292
    - Return Values
      292
    - Remarks
      293
Session Object
295
- Session Object Properties
  295
- Methods
  297
  - AddEventListener (Java and .NET only)
    298
    - Syntax
      298
    - Parameters
      298
    - Returns
      299
  - AddListener Methods (C++ only)
    299
    - Syntax
      299
    - Remarks
      299
  - Connect
    299
    - Syntax
      299
    - Parameters
      300
    - Return Values
      300
    - Remarks
      300
  - CreateSilentMonitorManager
    301
    - Syntax
      301
    - Parameters
      302
    - Return Value
      302
    - Remarks
      302
  - CreateWaitObject (C++, Java, and .NET)
    302
    - Syntax
      302
    - Parameters
      302
    - Return Values
      302
  - DestroySilentMonitorManager
    303
    - Syntax
      303
    - Parameters
      303
    - Return Values
      303
    - Remarks
      303
  - DestroyWaitObject (C++ , Java, and .NET)
    303
    - Syntax
      303
    - Parameters
      303
    - Return Values
      304
    - Remarks
      304
  - DisableSkillGroupStatistics (C++ , Java, and .NET)
    304
    - Syntax
      304
    - Parameters
      304
    - Return Value
      304
    - Remarks
      304
  - Disconnect
    304
    - Syntax
      304
    - Parameters
      305
    - Return Values
      305
  - DumpProperties
    305
  - EnableSkillGroupStatistics (C++, Java, and .NET)
    305
    - Syntax
      305
    - Parameters
      305
    - Return Value
      305
    - Remarks
      306
  - GetAllAgents
    306
    - Syntax
      306
    - Parameters
      306
    - Return Values
      306
    - Remarks
      307
  - GetAllCalls
    308
    - Syntax
      308
    - Parameters
      309
    - Return Values
      309
    - Remarks
      310
  - GetAllProperties
    311
  - GetAllSkillGroups
    311
    - Syntax
      311
    - Parameters
      312
    - Return Values
      312
  - GetCurrentAgent
    312
    - Syntax
      312
    - Parameters
      312
    - Return Values
      312
  - GetCurrentCall
    313
    - Syntax
      313
    - Parameters
      313
    - Return Values
      313
  - GetCurrentSilentMonitor
    313
    - Syntax
      313
    - Return Values
      313
  - GetElement
    314
  - GetNumProperties
    314
  - GetObjectFromObjectID
    314
    - Syntax
      314
    - Parameters
      314
    - Return Values
      314
    - Remarks
      315
  - GetPropertyName
    315
  - GetPropertyType
    315
  - GetSystemStatus (Java, .NET, and C++ only)
    315
    - Syntax
      315
    - Parameters
      315
    - Returns
      315
  - GetValue Methods
    315
  - IsAgent
    315
    - Syntax
      316
    - Parameters
      316
    - Return Values
      316
  - IsCCMSilentMonitor
    316
    - Syntax
      316
    - Parameters
      316
    - Return Values
      316
  - IsSupervisor
    316
    - Syntax
      316
    - Parameters
      317
    - Return Values
      317
  - IsValid
    317
  - LogToServer
    317
    - Syntax
      317
    - Parameters
      317
    - Return Values
      317
  - RemoveEventListener (Java and .NET)
    318
    - Syntax
      318
    - Parameters
      318
    - Returns
      318
  - RemoveListener Methods (C++ only)
    318
    - Syntax
      318
    - Remarks
      319
  - RequestDesktopSettings
    319
    - Syntax
      319
    - Parameters
      319
    - Return Values
      319
    - Remarks
      319
  - SetAgent
    320
    - Syntax
      320
    - Parameters
      320
    - Return Values
      320
  - SetCurrentCall
    321
    - Syntax
      321
    - Parameters
      321
    - Return Values
      321
    - Remarks
      322
  - SetCurrentSilentMonitor
    322
    - Syntax
      322
    - Parameters
      322
    - Return Values
      322
    - Remarks
      322
  - SetMessageFilter
    322
    - Syntax
      322
    - Parameters
      323
    - Return Values
      323
    - Remarks
      323
  - SetSupervisorMonitorMode
    323
    - Syntax
      323
    - Parameters
      323
    - Return Values
      324
- Notes On Message Filters
  324
Agent Object
329
- Agent Object Properties
  329
- Agent Statistics
  330
- Methods
  337
  - Arguments Parameters
    339
  - DisableAgentStatistics
    339
    - Syntax
      339
    - Parameters
      340
    - Return Value
      340
  - DisableSkillGroupStatistics
    340
    - Syntax
      340
    - Parameters
      340
    - Return Value
      340
  - EnableAgentStatistics
    341
    - Syntax
      341
    - Parameters
      341
    - Return Value
      341
    - Remarks
      341
  - EnableSkillGroupStatistics
    341
    - Syntax
      341
    - Parameters
      342
    - Return Value
      342
    - Remarks
      342
  - GetAgentState
    342
    - Syntax
      342
    - Parameters
      342
    - Return Value
      343
  - GetAllProperties
    343
  - GetElement
    343
  - GetMonitoredAgent
    343
    - Syntax
      343
    - Parameters
      343
    - Return Value
      343
    - Remarks
      343
  - GetMonitoredCall
    343
    - Syntax
      343
    - Parameters
      344
    - Return Value
      344
    - Remarks
      344
  - GetNumProperties
    344
  - GetPropertyName
    344
  - GetPropertyType
    344
  - GetSkillGroups
    344
    - Syntax
      345
    - Parameters
      345
    - Return Value
      345
  - GetValue Methods
    346
  - IsAgent
    347
    - Syntax
      347
    - Parameters
      347
    - Return Value
      347
  - IsSupervisor
    347
    - Syntax
      347
    - Parameters
      347
    - Return Values
      347
  - Login
    348
    - Syntax
      348
    - Input Parameters
      348
    - Return Values
      349
    - Remarks
      349
  - Logout
    350
    - Syntax
      350
    - Input Parameters
      350
    - Return Values
      351
    - Remarks
      351
  - MakeCall
    351
    - Syntax
      351
    - Input Parameters
      351
    - Return Value
      355
    - Remarks
      355
  - MakeEmergencyCall
    356
    - Syntax
      356
    - Parameters
      356
    - Return Value
      356
    - Remarks
      356
  - QueryAgentState
    357
    - Syntax
      357
    - Input Parameters
      357
    - Return Values
      357
    - Remarks
      357
  - ReportBadCallLine
    357
    - Syntax
      358
    - Parameters
      358
    - Return Values
      358
  - RequestAgentTeamList
    358
    - Syntax
      358
    - Parameters
      358
    - Return Value
      359
    - Remarks
      359
  - RequestSupervisorAssist
    359
    - Syntax
      359
    - Parameters
      359
    - Return Values
      359
    - Remarks
      359
  - SendChatMessage
    360
    - Syntax
      360
    - Parameters
      360
    - Return Values
      360
    - Remarks
      361
  - SetAgentState
    361
    - Syntax
      361
    - Input Parameters
      361
    - Return Values
      362
    - Remarks
      362
  - StartMonitoringAgent
    362
    - Syntax
      362
    - Parameters
      362
    - Return Value
      363
    - Remarks
      363
  - StartMonitoringAgentTeam
    363
    - Syntax
      363
    - Parameters
      363
    - Return Value
      363
    - Remarks
      364
  - StartMonitoringAllAgentTeams
    364
    - Syntax
      364
    - Parameters
      364
    - Return Value
      364
    - Remarks
      364
  - StartMonitoringCall
    365
    - Description
      365
    - Syntax
      365
    - Parameters
      365
    - Return Value
      365
    - Remarks
      365
  - StopMonitoringAgent
    365
    - Syntax
      365
    - Parameters
      366
    - Return Value
      366
    - Remarks
      366
  - StopMonitoringAgentTeam
    366
    - Syntax
      366
    - Parameters
      366
    - Return Value
      366
    - Remarks
      367
  - StopMonitoringAllAgentTeams
    367
    - Syntax
      367
    - Parameters
      367
    - Return Value
      367
    - Remarks
      367
  - SuperviseCall
    367
    - Syntax
      368
    - Parameters
      368
    - Return Values
      368
    - Remarks
      368
Call Object
371
- Current Call Concept
  371
- Accessing ECC Variables
  372
- Considerations for Passing Call Variables
  372
- Retrieving ECC Variable Values
  372
- Adding ECC Values
  373
- Properties
  374
- Methods
  376
  - Arguments Parameters
    377
  - Alternate
    378
    - Syntax
      378
    - Parameters
      378
    - Return Values
      378
    - Remarks
      378
  - Answer
    379
    - Syntax
      379
    - Parameters
      379
    - Return Value
      379
    - Remarks
      379
  - Clear
    379
    - Syntax
      379
    - Parameters
      380
    - Return Value
      380
    - Remarks
      380
  - ClearConnection
    380
    - Syntax
      380
    - Parameters
      381
    - Return Value
      381
    - Remarks
      381
  - Conference
    381
    - Syntax
      381
    - Parameters
      382
    - Return Value
      382
    - Remarks
      382
  - GetCallContext
    382
    - Syntax
      383
    - Parameters
      383
    - Return Value
      383
    - Remarks
      384
  - GetCallData
    384
    - Syntax
      384
    - Parameters
      384
    - Return Value
      384
    - Remarks
      384
  - Hold
    385
    - Syntax
      385
    - Parameters
      385
    - Return Value
      385
    - Remarks
      385
  - MakeConsultCall
    386
    - Syntax
      386
    - Parameters
      386
    - Return Values
      389
    - Remarks
      389
  - Reconnect
    390
    - Syntax
      390
    - Parameters
      390
    - Return Values
      390
    - Remarks
      391
  - Retrieve
    391
    - Syntax
      391
    - Parameters
      391
    - Return Values
      391
    - Remarks
      392
  - SendDTMFSignal
    392
    - Syntax
      392
    - Parameters
      392
    - Return Values
      393
    - Remarks
      393
  - SetCallData
    393
    - Syntax
      393
    - Parameters
      393
    - Return Values
      394
    - Remarks
      394
  - SingleStepConference
    394
    - Syntax
      394
    - Parameters
      394
    - Return Values
      397
    - Remarks
      397
  - SingleStepTransfer
    397
    - Syntax
      398
    - Parameters
      398
    - Return Values
      398
  - Snapshot
    398
    - Syntax
      398
    - Parameters
      398
    - Return Values
      399
    - Remarks
      399
  - StartRecord
    399
    - Syntax
      399
    - Parameters
      399
    - Return Value
      399
    - Remarks
      399
  - StopRecord
    400
    - Syntax
      400
    - Parameters
      400
    - Return Value
      400
    - Remarks
      400
  - Transfer
    400
    - Syntax
      401
    - Parameters
      401
    - Return Values
      401
    - Remarks
      401
SkillGroup Object
403
- Properties
  403
- Statistics
  404
- Methods
  418
  - DisableSkillGroupStatistics
    418
    - Syntax
      418
    - Parameters
      418
    - Return Value
      419
    - Remarks
      419
  - DumpProperties
    419
  - EnableSkillGroupStatistics
    419
    - Syntax
      419
    - Parameters
      419
    - Return Value
      420
    - Remarks
      420
  - GetElement
    420
  - GetValue Methods
    420
  - IsValid
    420
  - SetValue
    420
Helper Classes
421
- Arg Class
  422
  - AddRef
    422
    - Syntax
      422
    - Parameters
      423
    - Return Values
      423
  - Clone
    423
    - Syntax
      423
    - Output Parameters
      423
    - Return Values
      423
  - CreateInstance
    423
    - Syntax
      423
    - Parameters
      424
    - Return Values
      424
    - Remarks
      424
  - DumpArg
    424
    - Syntax
      424
    - Parameters
      424
    - Return Values
      424
  - GetArgType (.NET only)
    424
    - Syntax
      425
    - Parameters
      425
    - Returns
      425
  - GetType
    425
    - Syntax
      425
    - Output Parameters
      425
    - Return Values
      425
  - GetValue Methods
    426
    - Syntax
      426
    - Parameters
      427
    - Return Values
      427
  - Release
    427
    - Syntax
      427
    - Parameters
      428
    - Return Values
      428
  - SetValue
    428
    - Syntax
      428
    - Parameters
      428
    - Return Values
      429
- Arguments Class
  429
  - Usage Notes
    430
  - AddItem (C++, COM, VB only)
    431
    - Syntax
      431
    - Parameters
      432
    - Return Value
      432
  - AddRef (C++ and COM only)
    432
    - Syntax
      432
    - Parameters
      432
    - Return Values
      432
  - Clear
    433
    - Syntax
      433
    - Parameters
      433
    - Return Value
      433
  - Clone
    433
    - Syntax
      433
    - Parameters
      433
    - Return Value
      434
  - CreateInstance (C++ and COM only)
    434
    - Syntax
      434
    - Parameters
      434
    - Return Value
      434
    - Remarks
      434
  - DumpArgs
    434
    - Syntax
      434
    - Parameters
      435
    - Return Values
      435
  - GetElement Methods
    435
    - Syntax
      435
  - Parameters
    436
    - Return Value
      436
  - GetValue Methods
    436
    - Syntax
      436
    - Parameters
      438
    - Return Values
      438
    - Remarks
      439
  - IsValid
    439
    - Syntax
      439
    - Parameters
      439
    - Return Values
      439
  - NumElements
    439
    - Syntax
      440
    - Parameters
      440
    - Return Value
      440
  - Release (C++ and COM only)
    440
    - Syntax
      440
    - Parameters
      440
    - Return Values
      440
  - RemoveItem
    440
    - Syntax
      440
    - Parameters
      441
    - Return Values
      441
  - SetElement (C++, COM, and VB only)
    441
    - Syntax
      441
    - Parameters
      441
    - Return Values
      442
  - SetValue
    442
    - Syntax
      442
    - Parameters
      443
    - Return Values
      443
    - Remarks
      443
- CILRefArg Class (C++, Java, and .NET only)
  444
  - GetType
    444
    - Syntax
      444
    - Output Parameters
      444
    - Return Values
      444
  - GetUniqueObjectID (Java and .NET only)
    444
    - Syntax
      445
    - Parameters
      445
    - Return Values
      445
    - Remarks
      445
  - GetValue
    445
    - Syntax
      445
    - Output Parameters
      445
    - Return Values
      445
  - SetValue
    445
    - Syntax
      445
    - Input Parameters
      446
    - Return Values
      446
- CCtiOsException Class (C++, Java, and .NET only)
  446
  - CCtiosException Constructor
    446
    - Syntax
      446
    - Input Parameters
      446
    - Return Values
      447
  - GetCode
    447
    - Syntax
      447
    - Parameters
      447
    - Return Values
      447
  - GetStatus
    447
    - Syntax
      447
    - Parameters
      447
    - Return Values
      447
  - GetString
    447
    - Syntax
      448
    - Parameters
      448
    - Return Values
      448
  - What
    448
    - Syntax
      448
    - Parameters
      448
    - Return Values
      448
- CWaitObject Class
  448
  - Methods
    449
  - CreateWaitObject
    449
  - DestroyWaitObject
    449
  - DumpEventMask
    449
    - Syntax
      449
    - Parameters
      449
    - Return Values
      450
  - GetMask
    450
    - Syntax
      450
    - Parameters
      450
    - Return Values
      450
  - GetTriggerEvent
    450
    - Syntax
      450
    - Parameters
      450
    - Return Values
      450
  - InMask
    451
    - Syntax
      451
    - Parameters
      451
    - Return Values
      451
  - SetMask
    451
    - Syntax
      451
    - Parameters
      451
    - Return Values
      451
  - WaitOnMultipleEvents
    451
    - Syntax
      452
    - Parameters
      452
    - Return Values
      452
- Logger Class (.NET and Java Only)
  452
  - Methods
    452
  - Logger() Constructor
    453
    - Syntax
      453
    - Parameters
      453
    - Return Values
      453
  - GetTraceMask
    453
    - Syntax
      453
    - Parameters
      453
    - Return Values
      453
  - SetTraceMask
    454
    - Syntax
      454
    - Parameters
      454
    - Return Values
      454
  - AddLogListener
    454
    - Syntax
      454
    - Parameters
      454
    - Return Values
      454
  - RemoveLogListener
    454
    - Syntax
      454
    - Parameters
      455
    - Return Values
      455
  - Trace
    455
    - Syntax
      455
    - Parameters
      455
    - Return Values
      455
- LogWrapper Class (.NET and Java Only)
  455
  - Methods
    456
  - LogWrapper() Constructor
    457
    - Syntax
      457
    - Parameters
      457
  - Return Values
    457
  - LogWrapper(String filename) Constructor
    457
    - Syntax
      457
    - Parameters
      457
  - Return Values
    457
  - LogWrapper(string, int, int, int) Constructor
    457
    - Syntax
      458
    - Parameters
      458
    - Return Values
      458
  - Dispose (.NET Only)
    458
    - Syntax
      458
    - Parameters
      458
    - Return Values
      459
  - GetMaxDaysBeforeExpire (.NET Only)
    459
    - Syntax
      459
    - Parameters
      459
    - Return Values
      459
  - SetMaxNumberFiles
    459
    - Syntax
      459
    - Parameters
      459
    - Return Values
      459
  - GetMaxNumberFiles (.NET Only)
    459
    - Syntax
      460
    - Parameters
      460
    - Return Values
      460
  - SetMaxDaysBeforeExpire
    460
    - Syntax
      460
    - Parameters
      460
    - Return Values
      460
  - ProcessConfigFile
    460
    - Syntax
      460
    - Parameters
      460
    - Return Values
      461
SilentMonitorManager Object
463
- Properties
  464
- Methods
  465
  - Argument Parameter Rules
    466
  - AcceptSilentMonitoring
    466
    - Syntax
      466
    - Parameters
      466
    - Return Values
      467
  - GetIPPhoneInfo
    467
    - Syntax
      467
    - Parameters
      467
    - Return Value
      467
  - GetSessionInfo
    468
    - Syntax
      468
    - Parameters
      468
    - Return Values
      469
  - GetSMSessionList
    469
    - Syntax
      469
    - Parameters
      470
    - Return Values
      470
  - IsMonitoredTarget
    470
    - Syntax
      470
    - Parameters
      470
    - Return Value
      470
  - SetIPPhoneInfo
    470
    - Syntax
      471
    - Parameters
      471
    - Return Values
      472
  - StartSilentMonitorRequest
    472
    - Syntax
      472
    - Parameters
      472
    - Return Values
      473
    - Remarks
      473
  - StartSMMonitoredMode
    473
    - Syntax
      473
    - Parameters
      473
    - Return Values
      474
  - StartSMMonitoringMode
    474
    - Syntax
      474
    - Parameters
      475
    - Return Values
      475
  - StopSilentMonitorMode
    475
    - Syntax
      475
    - Parameters
      475
    - Return Values
      476
  - StopSilentMonitorRequest
    476
    - Syntax
      476
    - Parameters
      476
    - Return Values
      476
CTI OS Keywords and Enumerated Types
477
- Keywords
  477
  - Java CIL Keywords
    478
  - .NET CIL Keywords
    478
- Enumerated Types
  478
  - Java Interfaces
    479
CTI OS Logging
481
- Creating CTI OS Client Logs (COM and C++)
  481
  - How to Install the Tracing Mechanism (COM and C++)
    481
- Setting Trace Levels (COM and C++)
  482
- Configuring Tracing (COM and C++)
  482
- Java CIL Logging Utilities
  483
  - ILogEvents
    483
  - LogEvent
    483
  - Logger
    484
    - Syntax
      484
  - LogEventsAdapter
    484
    - Syntax
      484
- Logging and Tracing (Java)
  485
- Logging and Tracing (.NET)
  485
Migrating From CTI OS 7.1(x) or 7.2(x)
491
- Introduction
  491
- Migrating a C++ CIL application
  491
- Migrating a COM CIL Application
  492
  - Migrating a C++ Application that uses COM CIL
    492
  - Migrate to Visual Basic .NET and use .COM CIL
    492
- Migrating a Visual Basic 6.0 to Use COM CIL
  493
  - Migrate to Visual Basic .NET and use CTIOS ActiveX Controls
    493
Index
495

Guía Del Desarrollador

Tamaño:

3 MB
Páginas:

500
Language:

English

Manuales abiertas

Guía Del Desarrollador

Tabla de contenidos

CTI OS Developer’s Guide for Cisco Unified Contact Center Enterprise
1
About This Guide
19
- Purpose
  19
- Audience
  19
- Organization
  19
- Related Documentation
  20
- Conventions
  21
- Obtaining Documentation and Submitting a Service Request
  21
- Documentation Feedback
  21
Introduction
23
CTI OS Client Interface Library Architecture
29
- Object Server Architecture
  29
- Client Interface Library Architecture
  29
  - Connection Layer
    30
  - Service Layer
    30
  - Object Interface Layer
    31
  - Custom Application
    31
- CIL Object Model
  31
  - Session Object
    32
    - Session Modes
      32
  - Agent Object
    33
  - Call Object
    33
  - SkillGroup Object
    33
  - Object Creation and Lifetime
    33
  - Reference Counting
    33
- Where To Go From Here
  40
CIL Coding Conventions
41
Building Your Application
55
CTI OS ActiveX Controls
137
- Property Pages
  139
- Button Controls and Grid Controls
  139
  - Button Controls
    144
  - Grid Controls
    144
  - Supervisor Status Bar
    144
- CTI OS ActiveX Control Descriptions
  144
  - AgentGreetingCtl
    144
    - RecordGreetingCtl
      145
  - AgentStateCtl
    145
    - Related Methods
      147
    - Related Events
      148
  - AgentSelectCtl
    149
    - Methods
      150
  - AgentStatisticsCtl
    155
    - Methods
      155
  - AlternateCtl
    159
  - AnswerCtl
    159
  - BadLineCtl
    159
  - CallAppearanceCtl
    160
    - Related Methods
      160
    - Related Events
      161
    - Methods
      161
  - ChatCtl
    164
    - Methods
      165
  - ConferenceCtl
    168
  - EmergencyAssistCtl
    169
  - HoldCtl
    170
  - MakeCallCtl
    170
  - ReconnectCtl
    171
  - SkillgroupStatisticsCtl
    171
    - Methods
      172
  - StatusBarCtl
    175
  - SupervisorOnlyCtl
    176
  - RecordCtl
    177
  - TransferCtl
    177
- The Silent Monitor StandAlone ActiveX Control
  179
  - Connect
    179
  - Disconnect
    179
  - StartMonitoring
    180
  - StopMonitoring
    180
  - SilentMonitor Com Object Events
    180
  - Deployment
    181
  - Sample Usage in Visual Basic 6.0
    181
Event Interfaces and Events
183
- Event Publication Model
  183
- ISessionEvents Interface
  184
  - OnConnection
    184
    - Syntax
      184
    - Parameters
      184
  - OnConnectionClosed
    184
  - OnConnectionFailure
    185
    - Syntax
      185
    - Parameters
      185
  - OnConnectionRejected
    185
    - Syntax
      185
    - Parameters
      185
  - OnCTIOSFailure
    186
    - Syntax
      186
    - Parameters
      186
    - Remarks
      187
  - OnCurrentAgentReset
    187
    - Syntax
      187
    - Parameters
      187
  - OnCurrentCallChanged
    187
    - Syntax
      188
    - Parameters
      188
  - OnFailure Event
    188
  - OnGlobalSettingsDownloadConf
    188
    - Syntax
      189
    - Parameters
      189
  - OnHeartbeat
    197
    - Syntax
      197
    - Parameters
      197
  - OnMissingHeartbeat
    197
    - Syntax
      198
    - Parameters
      198
  - OnMonitorModeEstablished
    198
    - Syntax
      198
    - Parameters
      198
  - OnSnapshotDeviceConf
    199
    - Syntax
      199
    - Parameters
      199
    - Remarks
      200
  - OnSnapshotSkillGroupList
    200
  - OnTranslationRoute
    200
    - Syntax
      200
    - Parameters
      200
- ICallEvents Interface
  202
  - OnAgentPrecallEvent
    202
    - Syntax
      202
    - Parameters
      203
  - OnAgentPrecallAbortEvent
    204
    - Syntax
      204
    - Parameters
      204
  - OnAlternateCallConf
    204
    - Syntax
      205
  - Parameters
    205
  - OnAnswerCallConf
    205
    - Syntax
      205
    - Parameters
      205
  - OnCallBegin
    205
    - Syntax
      206
    - Parameters
      206
  - OnCallCleared
    207
    - Syntax
      208
    - Parameters
      208
  - OnCallConnectionCleared
    208
    - Syntax
      208
    - Parameters
      209
  - OnCallConferenced
    209
    - Syntax
      209
    - Parameters
      209
  - OnCallDataUpdate
    211
    - Syntax
      211
    - Parameters
      211
  - OnCallDelivered
    213
    - Syntax
      213
    - Parameters
      213
  - OnCallDequeuedEvent
    214
    - Syntax
      214
    - Parameters
      214
  - OnCallDiverted
    214
    - Syntax
      215
    - Parameters
      215
  - OnCallEnd
    216
    - Syntax
      216
    - Parameters
      216
  - OnCallEstablished
    216
    - Syntax
      216
    - Parameters
      216
  - OnCallFailed
    217
    - Syntax
      217
    - Parameters
      218
  - OnCallHeld
    218
    - Syntax
      218
    - Parameters
      218
  - OnCallOriginated
    218
    - Syntax
      219
    - Parameters
      219
  - OnCallQueuedEvent
    219
    - Syntax
      219
    - Parameters
      220
  - OnCallReachedNetworkEvent
    221
    - Syntax
      221
    - Parameters
      221
  - OnCallRetrieved
    221
    - Syntax
      222
    - Parameters
      222
  - OnCallServiceInitiatedEvent
    222
    - Syntax
      222
    - Parameters
      222
  - OnCallStartRecordingConf
    223
    - Syntax
      223
    - Parameters
      223
  - OnCallStopRecordingConf
    223
    - Syntax
      223
    - Parameters
      224
  - OnCallTransferred
    224
    - Syntax
      224
    - Parameters
      224
  - OnClearCallConf
    226
    - Syntax
      226
    - Parameters
      226
  - OnClearConnectionConf
    226
    - Syntax
      226
    - Parameters
      226
  - OnConferenceCallConf
    227
    - Syntax
      227
    - Parameters
      227
  - OnConsultationCallConf
    227
    - Syntax
      227
  - OnControlFailureConf
    228
    - Syntax
      228
    - Parameters
      228
  - OnHoldCallConf
    228
    - Syntax
      228
    - Parameters
      228
  - OnMakePredictiveCallConf
    229
  - OnReconnectCallConf
    229
    - Syntax
      229
    - Parameters
      229
  - OnReleaseCallConf
    229
  - OnRetrieveCallConf
    229
    - Syntax
      229
    - Parameters
      230
  - OnSendDTMFConf
    230
    - Syntax
      230
    - Parameters
      230
  - OnSetCallDataConf
    230
    - Syntax
      230
    - Parameters
      230
  - OnSnapshotCallConf
    231
    - Syntax
      231
    - Parameters
      231
  - OnTransferCallConf
    233
    - Syntax
      233
    - Parameters
      233
- IAgentEvents Interface
  233
  - OnAgentDeskSettingsConf
    233
    - Syntax
      234
    - Parameters
      234
  - OnAgentGreetingControlConf
    236
    - Syntax
      236
    - Parameters
      236
  - OnAgentInfoEvent
    236
    - Syntax
      236
    - Parameters
      236
  - OnAgentStateChange
    237
    - Syntax
      237
    - Parameters
      237
  - OnAgentStatistics
    239
    - Syntax
      239
    - Parameters
      240
  - OnChatMessage
    240
    - Syntax
      240
    - Parameters
      240
  - OnControlFailureConf
    241
    - Syntax
      241
    - Parameters
      241
  - OnEmergencyCall
    246
    - Syntax
      246
    - Parameters
      246
    - Remarks
      247
  - OnLogoutFailed
    247
    - Syntax
      247
    - Parameters
      247
  - OnMakeCallConf
    247
    - Syntax
      247
    - Parameters
      247
  - OnNewAgentTeamMember
    248
    - Syntax
      248
    - Parameters
      248
  - OnPostLogout
    250
    - Syntax
      250
    - Parameters
      250
    - Remarks
      251
  - OnPreLogout
    251
    - Syntax
      251
    - Parameters
      251
  - OnQueryAgentStateConf
    252
    - Syntax
      252
    - Parameters
      252
  - OnSetAgentModeEvent
    254
    - Syntax
      254
    - Parameters
      254
  - OnSetAgentStateConf
    255
    - Syntax
      255
    - Parameters
      255
  - OnStartMonitoringAgent
    255
    - Syntax
      255
    - Parameters
      255
    - Remarks
      256
  - OnStopMonitoringAgent
    256
    - Syntax
      256
    - Parameters
      256
    - Remarks
      257
  - OnUserMessageConf
    257
- ISkillGroupEvents Interface
  257
  - OnSkillGroupStatisticsUpdated
    257
    - Syntax
      257
    - Parameters
      257
  - OnSkillInfoEvent
    258
    - Parameters
      258
- IButtonEnablementEvents
  258
  - OnButtonEnablementChange
    258
    - Parameters
      258
  - OnSupervisorButtonChange
    261
    - Parameters
      261
    - Remarks
      261
- IMonitoredAgentEvents Interface
  261
- IMonitoredCallEvents Interface
  262
- ISilentMonitorEvents
  263
  - OnCallRTPStarted
    263
    - Syntax
      263
    - Parameters
      263
  - OnCallRTPStopped
    264
    - Syntax
      264
    - Parameters
      264
  - OnStartSilentMonitorConf
    265
    - Syntax
      265
    - Parameters
      265
  - OnSilentMonitorStartedEvent
    266
    - For CTI OS Based Silent Monitor
      266
    - For CCM Based Silent Monitor
      267
  - OnSilentMonitorStartRequestedEvent
    267
    - Syntax
      268
    - Parameters
      268
  - OnSilentMonitorSessionDisconnected
    269
    - Syntax
      269
    - Parameters
      269
  - OnSilentMonitorStopRequestedEvent
    269
    - For CTI OS Based Silent Monitor
      269
    - For CCM Based Silent Monitor
      270
  - OnSilentMonitorStatusReportEvent
    271
    - Syntax
      271
    - Parameters
      271
  - OnStopSilentMonitorConf
    273
    - Syntax
      273
    - Parameters
      273
  - OnRTPStreamTimedoutEvent
    274
    - Syntax
      274
    - Parameters
      274
- IGenericEvents Interface
  274
  - OnEvent
    274
    - Syntax
      274
- Java Adapter Classes
  275
  - IAllInOne
    275
  - IAgentEvents
    275
  - IButtonEnablementEvents
    275
  - ICallEvents
    275
  - ISkillGroupEvents
    275
- Events in Java CIL
  276
- Events in .NET CIL
  276
- Getting All Event Parameters
  277
  - How to Get All Parameters from an Event
    277
CtiOs Object
285
- Methods
  285
  - DumpProperties
    286
    - Syntax
      286
    - Parameters
      286
    - Return Value
      286
  - GetAllProperties
    286
    - Syntax
      286
    - Parameters
      287
    - Return Value
      287
  - GetElement
    287
    - Syntax
      287
    - Parameters
      287
    - Return Value
      288
  - GetLastError (Java and .NET only)
    288
    - Syntax
      288
    - Parameters
      288
    - Returns
      288
  - Remarks
    288
  - GetNumProperties
    289
    - Syntax
      289
    - Parameters
      289
    - Return Value
      289
  - GetPropertyName
    289
    - Syntax
      289
    - Parameters
      289
    - Return Value
      289
  - GetPropertyType
    290
    - Syntax
      290
    - Parameters
      290
    - Return Value
      290
  - GetValue
    291
    - Syntax
      291
    - Parameters
      291
    - Return Value
      291
  - GetValueArray
    291
    - Syntax
      291
    - Parameters
      292
    - Return Value
      292
  - GetValueBoolObj (Java and .NET only)
    292
    - Syntax
      292
    - Parameters
      292
    - Returns
      292
  - GetValueInt
    292
    - Syntax
      293
    - Parameters
      293
    - Return Value
      293
  - GetValueIntObj (Java only)
    293
    - Syntax
      293
    - Parameters
      294
    - Returns
      294
  - GetValueShortObj (Java only)
    294
    - Syntax
      294
    - Parameters
      294
    - Return Value
      294
  - GetValueString
    294
    - Syntax
      294
    - Parameters
      295
    - Return Value
      295
  - GetValueUIntObj (Java only)
    295
    - Syntax
      295
    - Parameters
      295
    - Returns
      295
  - GetValueUShortObj (Java only)
    296
    - Syntax
      296
    - Parameters
      296
    - Returns
      296
  - IsValid
    296
    - Syntax
      296
    - Parameters
      296
    - Return Value
      297
  - ReportError (Java and .NET only)
    297
    - Syntax
      297
    - Parameters
      297
    - Returns
      297
  - SetValue (Java and .NET)
    297
    - Syntax
      297
    - Parameters
      298
    - Returns
      298
  - SetValue (C++, COM, and VB)
    298
    - Syntax
      298
    - Parameters
      298
    - Return Values
      298
    - Remarks
      299
Session Object
301
- Session Object Properties
  301
- Methods
  303
  - AddEventListener (Java and .NET only)
    304
    - Syntax
      304
    - Parameters
      304
    - Returns
      305
  - AddListener Methods (C++ only)
    305
    - Syntax
      305
    - Remarks
      305
  - Connect
    305
    - Syntax
      305
    - Parameters
      306
    - Return Values
      306
    - Remarks
      306
  - CreateSilentMonitorManager
    307
    - Syntax
      307
    - Parameters
      308
    - Return Value
      308
    - Remarks
      308
  - CreateWaitObject (C++, Java, and .NET)
    308
    - Syntax
      308
    - Parameters
      308
    - Return Values
      308
  - DestroySilentMonitorManager
    309
    - Syntax
      309
    - Parameters
      309
    - Return Values
      309
    - Remarks
      309
  - DestroyWaitObject (C++ , Java, and .NET)
    309
    - Syntax
      309
    - Parameters
      309
    - Return Values
      310
    - Remarks
      310
  - DisableSkillGroupStatistics (C++ , Java, and .NET)
    310
    - Syntax
      310
    - Parameters
      310
    - Return Value
      310
    - Remarks
      310
  - Disconnect
    310
    - Syntax
      310
    - Parameters
      311
    - Return Values
      311
  - DumpProperties
    311
  - EnableSkillGroupStatistics (C++, Java, and .NET)
    311
    - Syntax
      311
    - Parameters
      311
    - Return Value
      311
    - Remarks
      312
  - GetAllAgents
    312
    - Syntax
      312
    - Parameters
      312
    - Return Values
      312
    - Remarks
      313
  - GetAllCalls
    314
    - Syntax
      314
    - Parameters
      315
    - Return Values
      315
    - Remarks
      315
  - GetAllProperties
    316
  - GetAllSkillGroups
    317
    - Syntax
      317
    - Parameters
      317
    - Return Values
      317
  - GetCurrentAgent
    317
    - Syntax
      317
    - Parameters
      317
    - Return Values
      318
  - GetCurrentCall
    318
    - Syntax
      318
    - Parameters
      318
    - Return Values
      318
  - GetCurrentSilentMonitor
    318
    - Syntax
      318
    - Return Values
      319
  - GetElement
    319
  - GetNumProperties
    319
  - GetObjectFromObjectID
    319
    - Syntax
      319
    - Parameters
      319
    - Return Values
      320
    - Remarks
      320
  - GetPropertyName
    320
  - GetPropertyType
    320
  - GetSystemStatus (Java, .NET, and C++ only)
    320
    - Syntax
      320
    - Parameters
      320
    - Returns
      320
  - GetValue Methods
    321
  - IsAgent
    321
    - Syntax
      321
    - Parameters
      321
    - Return Values
      321
  - IsCCMSilentMonitor
    321
    - Syntax
      321
    - Parameters
      321
    - Return Values
      321
  - IsSupervisor
    322
    - Syntax
      322
    - Parameters
      322
    - Return Values
      322
  - IsValid
    322
  - RemoveEventListener (Java and .NET)
    322
    - Syntax
      322
    - Parameters
      322
    - Returns
      322
  - RemoveListener Methods (C++ only)
    323
    - Syntax
      323
    - Remarks
      323
  - RequestDesktopSettings
    323
    - Syntax
      323
    - Parameters
      323
    - Return Values
      324
    - Remarks
      324
  - SetAgent
    324
    - Syntax
      324
    - Parameters
      324
    - Return Values
      325
  - SetCurrentCall
    326
    - Syntax
      326
    - Parameters
      326
    - Return Values
      326
    - Remarks
      326
  - SetCurrentSilentMonitor
    326
    - Syntax
      326
    - Parameters
      327
    - Return Values
      327
    - Remarks
      327
  - SetMessageFilter
    327
    - Syntax
      327
    - Parameters
      327
    - Return Values
      327
    - Remarks
      327
  - SetSupervisorMonitorMode
    328
    - Syntax
      328
    - Parameters
      328
    - Return Values
      328
- Notes On Message Filters
  328
Agent Object
335
- Agent Object Properties
  335
- Agent Statistics
  336
- Methods
  342
  - Arguments Parameters
    343
  - DisableAgentStatistics
    343
    - Syntax
      343
    - Parameters
      344
    - Return Value
      344
  - DisableSkillGroupStatistics
    344
    - Syntax
      344
    - Parameters
      344
    - Return Value
      344
  - EnableAgentStatistics
    345
    - Syntax
      345
    - Parameters
      345
    - Return Value
      345
    - Remarks
      345
  - EnableSkillGroupStatistics
    345
    - Syntax
      345
    - Parameters
      346
    - Return Value
      346
    - Remarks
      346
  - GetAgentState
    346
    - Syntax
      346
    - Parameters
      346
    - Return Value
      347
  - GetAllProperties
    347
  - GetElement
    347
  - GetMonitoredAgent
    347
    - Syntax
      347
    - Parameters
      347
    - Return Value
      347
    - Remarks
      347
  - GetMonitoredCall
    347
    - Syntax
      347
    - Parameters
      348
    - Return Value
      348
    - Remarks
      348
  - GetNumProperties
    348
  - GetPropertyName
    348
  - GetPropertyType
    348
  - GetSkillGroups
    348
    - Syntax
      349
    - Parameters
      349
    - Return Value
      349
  - GetValue Methods
    350
  - IsAgent
    351
    - Syntax
      351
    - Parameters
      351
    - Return Value
      351
  - IsSupervisor
    351
    - Syntax
      351
    - Parameters
      351
    - Return Values
      351
  - Login
    352
    - Syntax
      352
    - Input Parameters
      352
    - Return Values
      353
    - Remarks
      353
  - Logout
    354
    - Syntax
      354
    - Input Parameters
      354
    - Return Values
      355
    - Remarks
      355
  - MakeCall
    355
    - Syntax
      355
    - Input Parameters
      355
    - Return Value
      358
    - Remarks
      359
  - MakeEmergencyCall
    359
    - Syntax
      359
    - Parameters
      359
    - Return Value
      359
    - Remarks
      359
  - QueryAgentState
    360
    - Syntax
      360
    - Input Parameters
      360
    - Return Values
      361
    - Remarks
      361
  - ReportBadCallLine
    361
    - Syntax
      361
    - Parameters
      361
    - Return Values
      361
  - RequestAgentTeamList
    361
    - Syntax
      361
    - Parameters
      362
    - Return Value
      362
    - Remarks
      362
  - RequestSupervisorAssist
    362
    - Syntax
      362
    - Parameters
      362
    - Return Values
      363
    - Remarks
      363
  - SendChatMessage
    363
    - Syntax
      363
    - Parameters
      363
    - Return Values
      364
    - Remarks
      364
  - SetAgentGreetingAction
    364
    - Syntax
      364
    - Input Parameters
      364
    - Return Values
      364
    - Remarks
      365
  - SetAgentState
    365
    - Syntax
      365
    - Input Parameters
      365
    - Return Values
      366
    - Remarks
      366
  - StartMonitoringAgent
    366
    - Syntax
      366
    - Parameters
      366
    - Return Value
      367
    - Remarks
      367
  - StartMonitoringAgentTeam
    367
    - Syntax
      367
    - Parameters
      367
    - Return Value
      367
    - Remarks
      367
  - StartMonitoringAllAgentTeams
    368
    - Syntax
      368
    - Parameters
      368
    - Return Value
      368
    - Remarks
      368
  - StartMonitoringCall
    368
    - Description
      368
    - Syntax
      368
    - Parameters
      369
    - Return Value
      369
    - Remarks
      369
  - StopMonitoringAgent
    369
    - Syntax
      369
    - Parameters
      369
    - Return Value
      370
    - Remarks
      370
  - StopMonitoringAgentTeam
    370
    - Syntax
      370
    - Parameters
      370
    - Return Value
      370
    - Remarks
      370
  - StopMonitoringAllAgentTeams
    370
    - Syntax
      371
    - Parameters
      371
    - Return Value
      371
    - Remarks
      371
  - SuperviseCall
    371
    - Syntax
      371
    - Parameters
      372
    - Return Values
      372
    - Remarks
      372
Call Object
373
- Current Call Concept
  373
- Accessing ECC Variables
  374
- Considerations for Passing Call Variables
  374
- Retrieving ECC Variable Values
  374
- Adding ECC Values
  375
- Properties
  376
- Methods
  378
  - Arguments Parameters
    379
  - Alternate
    379
    - Syntax
      379
    - Parameters
      380
    - Return Values
      380
    - Remarks
      380
  - Answer
    380
    - Syntax
      380
    - Parameters
      381
    - Return Value
      381
    - Remarks
      381
  - Clear
    381
    - Syntax
      381
    - Parameters
      381
    - Return Value
      382
    - Remarks
      382
  - ClearConnection
    382
    - Syntax
      382
    - Parameters
      382
    - Return Value
      383
    - Remarks
      383
  - Conference
    383
    - Syntax
      383
    - Parameters
      383
    - Return Value
      384
    - Remarks
      384
  - GetCallContext
    384
    - Syntax
      384
    - Parameters
      384
    - Return Value
      385
    - Remarks
      385
  - GetCallData
    385
    - Syntax
      386
    - Parameters
      386
    - Return Value
      386
    - Remarks
      386
  - Hold
    386
    - Syntax
      386
    - Parameters
      387
    - Return Value
      387
    - Remarks
      387
  - MakeConsultCall
    387
    - Syntax
      387
    - Parameters
      388
    - Return Values
      391
    - Remarks
      391
  - Reconnect
    392
    - Syntax
      392
    - Parameters
      392
    - Return Values
      392
    - Remarks
      392
  - Retrieve
    393
    - Syntax
      393
    - Parameters
      393
    - Return Values
      393
    - Remarks
      393
  - SendDTMFSignal
    394
    - Syntax
      394
    - Parameters
      394
    - Return Values
      394
    - Remarks
      394
  - SetCallData
    395
    - Syntax
      395
    - Parameters
      395
    - Return Values
      395
    - Remarks
      395
  - SingleStepConference
    396
    - Syntax
      396
    - Parameters
      396
    - Return Values
      397
    - Remarks
      397
  - SingleStepTransfer
    398
    - Syntax
      398
    - Parameters
      398
    - Return Values
      398
  - Snapshot
    398
    - Syntax
      399
    - Parameters
      399
    - Return Values
      399
    - Remarks
      399
  - StartRecord
    399
    - Syntax
      399
    - Parameters
      399
    - Return Value
      400
    - Remarks
      400
  - StopRecord
    400
    - Syntax
      400
    - Parameters
      400
    - Return Value
      400
    - Remarks
      401
  - Transfer
    401
    - Syntax
      401
    - Parameters
      401
    - Return Values
      401
    - Remarks
      401
SkillGroup Object
403
- Properties
  403
- Statistics
  404
- Methods
  413
  - DisableSkillGroupStatistics
    414
    - Syntax
      414
    - Parameters
      414
    - Return Value
      414
    - Remarks
      414
  - DumpProperties
    414
  - EnableSkillGroupStatistics
    415
    - Syntax
      415
    - Parameters
      415
    - Return Value
      415
    - Remarks
      415
  - GetElement
    415
  - GetValue Methods
    416
  - IsValid
    416
  - SetValue
    416
Helper Classes
417
- Arg Class
  418
  - AddRef
    418
    - Syntax
      418
    - Parameters
      419
    - Return Values
      419
  - Clone
    419
    - Syntax
      419
    - Output Parameters
      419
    - Return Values
      419
  - CreateInstance
    419
    - Syntax
      419
    - Parameters
      420
    - Return Values
      420
    - Remarks
      420
  - DumpArg
    420
    - Syntax
      420
    - Parameters
      420
    - Return Values
      420
  - GetArgType (.NET only)
    420
    - Syntax
      421
    - Parameters
      421
    - Returns
      421
  - GetType
    421
    - Syntax
      421
    - Output Parameters
      421
    - Return Values
      421
  - GetValue Methods
    422
    - Syntax
      422
    - Parameters
      423
    - Return Values
      423
  - Release
    423
    - Syntax
      423
    - Parameters
      424
    - Return Values
      424
  - SetValue
    424
    - Syntax
      424
    - Parameters
      424
    - Return Values
      425
- Arguments Class
  425
  - Usage Notes
    426
  - AddItem (C++, COM, VB only)
    427
    - Syntax
      427
    - Parameters
      428
    - Return Value
      428
  - AddRef (C++ and COM only)
    428
    - Syntax
      428
    - Parameters
      428
    - Return Values
      428
  - Clear
    428
    - Syntax
      429
    - Parameters
      429
    - Return Value
      429
  - Clone
    429
    - Syntax
      429
    - Parameters
      429
    - Return Value
      429
  - CreateInstance (C++ and COM only)
    430
    - Syntax
      430
    - Parameters
      430
    - Return Value
      430
    - Remarks
      430
  - DumpArgs
    430
    - Syntax
      430
    - Parameters
      430
    - Return Values
      431
  - GetElement Methods
    431
    - Syntax
      431
  - Parameters
    432
    - Return Value
      432
  - GetValue Methods
    432
    - Syntax
      432
    - Parameters
      434
    - Return Values
      434
    - Remarks
      434
  - IsValid
    435
    - Syntax
      435
    - Parameters
      435
    - Return Values
      435
  - NumElements
    435
    - Syntax
      435
    - Parameters
      436
    - Return Value
      436
  - Release (C++ and COM only)
    436
    - Syntax
      436
    - Parameters
      436
    - Return Values
      436
  - RemoveItem
    436
    - Syntax
      436
    - Parameters
      437
    - Return Values
      437
  - SetElement (C++, COM, and VB only)
    437
    - Syntax
      437
    - Parameters
      437
    - Return Values
      438
  - SetValue
    438
    - Syntax
      438
    - Parameters
      439
    - Return Values
      439
    - Remarks
      439
- CILRefArg Class (C++, Java, and .NET only)
  439
  - GetType
    440
    - Syntax
      440
    - Output Parameters
      440
    - Return Values
      440
  - GetUniqueObjectID (Java and .NET only)
    440
    - Syntax
      440
    - Parameters
      441
    - Return Values
      441
    - Remarks
      441
  - GetValue
    441
    - Syntax
      441
    - Output Parameters
      441
    - Return Values
      441
  - SetValue
    441
    - Syntax
      441
    - Input Parameters
      441
    - Return Values
      442
- CCtiOsException Class (C++, Java, and .NET only)
  442
  - CCtiosException Constructor
    442
    - Syntax
      442
    - Input Parameters
      442
    - Return Values
      443
  - GetCode
    443
    - Syntax
      443
    - Parameters
      443
    - Return Values
      443
  - GetStatus
    443
    - Syntax
      443
    - Parameters
      443
    - Return Values
      443
  - GetString
    443
    - Syntax
      443
    - Parameters
      444
    - Return Values
      444
  - What
    444
    - Syntax
      444
    - Parameters
      444
    - Return Values
      444
- CWaitObject Class
  444
  - Methods
    445
  - CreateWaitObject
    445
  - DestroyWaitObject
    445
  - DumpEventMask
    445
    - Syntax
      445
    - Parameters
      445
    - Return Values
      446
  - GetMask
    446
    - Syntax
      446
    - Parameters
      446
    - Return Values
      446
  - GetTriggerEvent
    446
    - Syntax
      446
    - Parameters
      446
    - Return Values
      446
  - InMask
    447
    - Syntax
      447
    - Parameters
      447
    - Return Values
      447
  - SetMask
    447
    - Syntax
      447
    - Parameters
      447
    - Return Values
      447
  - WaitOnMultipleEvents
    447
    - Syntax
      448
    - Parameters
      448
    - Return Values
      448
- Logger Class (.NET and Java Only)
  448
  - Methods
    448
  - Logger() Constructor
    449
    - Syntax
      449
    - Parameters
      449
    - Return Values
      449
  - GetTraceMask
    449
    - Syntax
      449
    - Parameters
      449
    - Return Values
      449
  - SetTraceMask
    449
    - Syntax
      450
    - Parameters
      450
    - Return Values
      450
  - AddLogListener
    450
    - Syntax
      450
    - Parameters
      450
    - Return Values
      450
  - RemoveLogListener
    450
    - Syntax
      450
    - Parameters
      450
    - Return Values
      451
  - Trace
    451
    - Syntax
      451
    - Parameters
      451
    - Return Values
      451
- LogWrapper Class (.NET and Java Only)
  451
  - Methods
    452
  - LogWrapper() Constructor
    452
    - Syntax
      453
    - Parameters
      453
  - Return Values
    453
  - LogWrapper(String filename) Constructor
    453
    - Syntax
      453
    - Parameters
      453
  - Return Values
    453
  - LogWrapper(string, int, int, int) Constructor
    453
    - Syntax
      453
    - Parameters
      454
    - Return Values
      454
  - Dispose (.NET Only)
    454
    - Syntax
      454
    - Parameters
      454
    - Return Values
      454
  - GetMaxDaysBeforeExpire (.NET Only)
    455
    - Syntax
      455
    - Parameters
      455
    - Return Values
      455
  - SetMaxNumberFiles
    455
    - Syntax
      455
    - Parameters
      455
    - Return Values
      455
  - GetMaxNumberFiles (.NET Only)
    455
    - Syntax
      455
    - Parameters
      456
    - Return Values
      456
  - SetMaxDaysBeforeExpire
    456
    - Syntax
      456
    - Parameters
      456
    - Return Values
      456
  - ProcessConfigFile
    456
    - Syntax
      456
    - Parameters
      456
    - Return Values
      456
SilentMonitorManager Object
457
- Properties
  458
- Methods
  459
  - Argument Parameter Rules
    460
  - AcceptSilentMonitoring
    460
    - Syntax
      460
    - Parameters
      460
    - Return Values
      461
  - GetIPPhoneInfo
    461
    - Syntax
      461
    - Parameters
      461
    - Return Value
      461
  - GetSessionInfo
    462
    - Syntax
      462
    - Parameters
      462
    - Return Values
      463
  - GetSMSessionList
    463
    - Syntax
      463
    - Parameters
      464
    - Return Values
      464
  - IsMonitoredTarget
    464
    - Syntax
      464
    - Parameters
      464
    - Return Value
      464
  - SetIPPhoneInfo
    464
    - Syntax
      465
    - Parameters
      465
    - Return Values
      466
  - StartSilentMonitorRequest
    466
    - Syntax
      466
    - Parameters
      466
    - Return Values
      467
    - Remarks
      467
  - StartSMMonitoredMode
    467
    - Syntax
      467
    - Parameters
      467
    - Return Values
      468
  - StartSMMonitoringMode
    468
    - Syntax
      468
    - Parameters
      468
    - Return Values
      469
  - StopSilentMonitorMode
    469
    - Syntax
      469
    - Parameters
      469
    - Return Values
      469
  - StopSilentMonitorRequest
    469
    - Syntax
      469
    - Parameters
      470
    - Return Values
      470
CTI OS Keywords and Enumerated Types
471
- Keywords
  471
  - Java CIL Keywords
    472
  - .NET CIL Keywords
    472
- Enumerated Types
  472
  - Java Interfaces
    473
CTI OS Logging
475
- Creating CTI OS Client Logs (COM and C++)
  475
  - How to Install the Tracing Mechanism (COM and C++)
    475
- Setting Trace Levels (COM and C++)
  476
- Configuring Tracing (COM and C++)
  476
- Java CIL Logging Utilities
  477
  - ILogEvents
    477
  - LogEvent
    477
  - Logger
    478
    - Syntax
      478
  - LogEventsAdapter
    478
    - Syntax
      479
- Logging and Tracing (Java)
  479
- Logging and Tracing (.NET)
  479

Guía Del Desarrollador

Tamaño:

4 MB
Páginas:

490
Language:

English

Manuales abiertas

Guía Del Desarrollador

Tabla de contenidos

CTI OS Developer's Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
1
Contents
3
About This Guide
23
- Purpose
  23
- Audience
  23
- Conventions
  23
- Organization
  24
- Other Publications
  25
- Obtaining Documentation
  26
  - Cisco.com
    26
  - Product Documentation DVD
    26
  - Ordering Documentation
    27
- Documentation Feedback
  27
- Field Alerts and Field Notices
  28
- Cisco Product Security Overview
  28
  - Reporting Security Problems in Cisco Products
    29
- Obtaining Technical Assistance
  30
- Obtaining Additional Publications and Information
  32
Introduction
35
- Introduction to CTI
  35
- What is a CTI-Enabled Application?
  36
  - Screen Pop
    36
  - Agent State Control
    36
  - Third-Party Call Control
    37
- Leveraging CTI Application Event Flow
  37
  - Asynchronous Events
    37
  - Request-Response Paradigm
    38
- Overview of CTI OS
  39
CTI OS Client Interface Library Architecture
43
- Object Server Architecture
  43
- Client Interface Library Architecture
  44
  - Connection Layer
    45
  - Service Layer
    45
  - Object Interface Layer
    46
  - Custom Application
    46
- CIL Object Model
  46
  - Session Object
    47
    - Session Modes
      47
  - Agent Object
    48
  - Call Object
    48
  - SkillGroup Object
    49
  - Object Creation and Lifetime
    49
  - Reference Counting
    49
- Where To Go From Here
  58
CIL Coding Conventions
61
- CTIOS CIL Data Types
  62
- Asynchronous Program Execution
  63
- CIL Error Codes
  64
- COM Error Codes
  70
- Generic Interfaces
  71
- UniqueObjectID
  73
- Obtaining Objects from UniqueObjectIDs
  75
- Using Button Enablement Masks
  76
Building Your Application
79
- Setting Up Your Environment for .NET
  80
  - Integrating with Microsoft Visual Studio .NET 2003
    80
  - Adding CTIOS Toolkit 7.1(1) Components to the “Add Reference” Dialog Box
    80
  - Adding Cisco CTI OS ActiveX 7.1(1) Controls to the Toolbox
    81
- Integrating your Application with CTI OS via the CIL
  82
  - Planning and Designing Your Integration
    82
  - What Language and Interface to Use
    83
- Testing CTI Applications
  85
  - Developing a Test Plan
    85
  - Test Environment
    86
- Using the Samples
  86
- Using The CTI OS ActiveX Controls
  88
  - Building a Simple Softphone with ActiveX Controls
    88
  - Adding a Hook for Screenpops
    91
    - CTIOS SessionResolver
      91
    - Sample VB .NET code to Retrieve CallVariable1
      91
- Using the COM CIL in Visual Basic 6.0
  93
  - Referencing COM Components in Visual Basic 6.0
    94
  - Registering for Events in Visual Basic 6.0
    95
  - Next Steps
    95
- Using the COM CIL in Visual C++ 7.1(1)
  96
  - Adding COM Support to your Application
    96
    - Important Note About COM Method Syntax
      97
  - Using the CIL Dynamic Link Libraries
    97
  - Creating an Instance of a COM Object
    97
  - Subscribing and Unsubscribing to COM Events in C++
    98
  - Next Steps
    99
- Using the C++ CIL and Static Libraries
  99
  - Header Files and Libraries
    99
  - Project Settings for Compiling and Linking
    100
  - Subscribing for Events in C++
    104
  - STLPort
    105
  - Next Steps
    105
- Using the Java CIL Libraries
  105
  - Next Steps
    106
- Using the .NET CIL Libraries
  106
  - Next Steps
    107
- Connecting to the CTI OS Server
  107
  - How to Create the Session Instance
    107
    - Session Object Lifetime (C++ only)
      107
  - How to Set the Event Listener and Subscribe to Events
    108
  - How to Set Connection Parameters for the Session
    108
  - How to Connect the Session to the CTI OS Server
    109
  - Dealing with Connection Failures
    109
  - How to Set the Connection Mode
    112
  - Settings Download
    118
  - Disconnecting from CTI OS Server
    120
- Logging In and Logging Out an Agent
  121
  - How to Log In an Agent
    121
  - How to Handle Duplicate Log In Attempts
    123
  - How to Log Out an Agent
    128
    - Typical Logout Procedure
      129
- Working with Calls
  131
  - Handling Multiple Calls
    131
  - What is the Current Call?
    132
  - How to Get a Call Object
    132
  - How to Set the Current Call for the Session
    133
  - Call Wrapup
    133
  - Logout and NotReady Reason Codes
    134
  - When Does the Application Receive the OnButtonEnablementChange() Event?
    135
- Making Requests
  138
  - Preventing Multiple Duplicate Requests
    138
- Working with Events
  140
  - Handling Events in Order
    140
  - Coding Considerations for CIL Event Handling
    140
  - Monitoring the OnCallEnd() Event
    141
- Working with Agent Statistics
  141
  - Overview
    141
  - How to Set Up an Agent Application to Receive Agent Statistics
    142
  - How to Set Up a Monitor-Mode Application to Receive Agent Statistics
    143
  - Accessing Agent Statistics
    147
  - Changing Which Agent Statistics are Sent
    148
  - Agent Statistics Computed by the Sample CTI OS Desktop
    149
- Working with Skill Group Statistics
  150
  - Overview
    150
  - How to Set Up a Monitor-Mode Application to Receive Skill Group Statistics
    150
  - Accessing Skill Group Statistics
    153
  - Changing Which Skill Group Statistics are Sent
    154
  - Skill Group Statistics Computed by the Sample CTI OS Desktop
    154
- Enabling Silent Monitor in your Application
  155
  - Creating a Silent Monitor Object
    156
  - Setting the Session Mode
    156
    - Monitoring Mode
      156
    - Monitored Mode
      157
  - Initiating and Ending a Silent Monitor Session
    158
    - Monitoring Client Code Sample
      158
    - Monitored Client Code Sample
      159
  - Shutting Down Silent Monitor Manager
    160
- Deployment of Custom CTI OS Applications
  160
  - Deploying Applications Using the ActiveX Controls
    160
  - Deploying Applications Using COM (But Not ActiveX Controls)
    168
  - Deploying Applications using C++ CIL
    169
  - Deploying Applications using .NET CIL
    169
  - Custom Application and CTI OS Security
    170
- Building Supervisor Applications
  170
  - General Flow
    171
  - Monitored and Unmonitored Events
    171
  - Requesting and Monitoring the Supervisor’s Team(s)
    172
    - OnNewAgentTeamMember
      174
    - OnNewAgentTeamMember Events and Supervisors
      174
    - OnMonitoredAgentStateChange Events
      176
    - OnMonitoredAgentInfo Event
      176
    - Time in State
      176
    - OnSkillInfo Event
      177
    - Populating an Agent Grid
      177
  - Monitoring Agents
    180
  - Monitoring Calls
    184
    - MonitoredCallEvents
      184
    - Barging into Calls
      185
    - Intercepting Calls
      187
    - Updating Monitored Call Data
      187
- Sample Code in the CTI OS Toolkit
  188
  - .NET Samples
    188
    - CTI Toolkit Combo Desktop.NET
      188
    - CtiOs Data Grid.NET
      190
    - All Agents Sample.NET
      191
    - All Calls Sample.NET
      191
  - Java CIL Samples
    191
  - Win32 Samples
    191
CTI OS ActiveX Controls
193
- Property Pages
  196
- Button Controls and Grid Controls
  196
  - Button Controls
    196
  - Grid Controls
    197
  - Supervisor Status Bar
    197
- CTI OS ActiveX Control Descriptions
  197
  - AgentStateCtl
    197
  - AgentSelectCtl
    201
  - AgentStatisticsCtl
    202
  - AlternateCtl
    202
  - AnswerCtl
    202
  - BadLineCtl
    203
  - CallAppearanceCtl
    203
  - ChatCtl
    205
  - ConferenceCtl
    205
  - EmergencyAssistCtl
    207
  - HoldCtl
    208
  - MakeCallCtl
    209
  - ReconnectCtl
    210
  - SkillgroupStatisticsCtl
    211
  - StatusBarCtl
    211
  - SupervisorOnlyCtl
    212
  - RecordCtl
    214
  - TransferCtl
    214
- The Silent Monitor StandAlone ActiveX Control
  216
  - Connect
    217
  - Disconnect
    217
  - StartMonitoring
    217
  - StopMonitoring
    218
  - SilentMonitor Com Object Events
    218
  - Deployment
    220
  - Sample Usage in Visual Basic 6.0
    220
Event Interfaces and Events
223
- Event Publication Model
  223
- ISessionEvents Interface
  225
  - OnConnection
    225
    - Syntax
      225
    - Parameters
      225
  - OnConnectionClosed
    226
  - OnConnectionFailure
    226
    - Syntax
      226
    - Parameters
      226
  - OnConnectionRejected
    227
    - Syntax
      227
    - Parameters
      227
  - OnCTIOSFailure
    227
    - Syntax
      227
    - Parameters
      227
    - Remarks
      229
  - OnCurrentAgentReset
    229
    - Syntax
      229
    - Parameters
      230
  - OnCurrentCallChanged
    230
    - Syntax
      230
    - Parameters
      230
  - OnFailure Event
    230
  - OnGlobalSettingsDownloadConf
    231
    - Syntax
      231
    - Parameters
      232
  - OnHeartbeat
    243
    - Syntax
      243
    - Parameters
      243
  - OnMissingHeartbeat
    243
    - Syntax
      244
    - Parameters
      244
  - OnMonitorModeEstablished
    244
    - Syntax
      244
    - Parameters
      245
  - OnSnapshotDeviceConf
    245
    - Syntax
      245
    - Parameters
      246
    - Remarks
      246
  - OnSnapshotSkillGroupList
    246
  - OnTranslationRoute
    247
    - Syntax
      247
    - Parameters
      247
- ICallEvents Interface
  249
  - OnAgentPrecallEvent
    249
    - Syntax
      250
    - Parameters
      250
  - OnAgentPrecallAbortEvent
    251
    - Syntax
      252
    - Parameters
      252
  - OnAlternateCallConf
    253
    - Syntax
      253
  - Parameters
    253
  - OnAnswerCallConf
    253
    - Syntax
      253
    - Parameters
      253
  - OnCallBegin
    254
    - Syntax
      254
    - Parameters
      254
  - OnCallCleared
    257
    - Syntax
      257
    - Parameters
      258
  - OnCallConnectionCleared
    258
    - Syntax
      258
    - Parameters
      259
  - OnCallConferenced
    259
    - Syntax
      259
    - Parameters
      260
  - OnCallDataUpdate
    262
    - Syntax
      262
    - Parameters
      263
  - OnCallDelivered
    265
    - Syntax
      265
    - Parameters
      266
  - OnCallDequeuedEvent
    267
    - Syntax
      267
    - Parameters
      267
  - OnCallDiverted
    269
    - Syntax
      269
    - Parameters
      269
  - OnCallEnd
    270
    - Syntax
      270
    - Parameters
      270
  - OnCallEstablished
    271
    - Syntax
      271
    - Parameters
      271
  - OnCallFailed
    273
    - Syntax
      273
    - Parameters
      273
  - OnCallHeld
    274
    - Syntax
      274
    - Parameters
      274
  - OnCallOriginated
    275
    - Syntax
      275
    - Parameters
      275
  - OnCallQueuedEvent
    276
    - Syntax
      276
    - Parameters
      277
  - OnCallReachedNetworkEvent
    278
    - Syntax
      279
    - Parameters
      279
  - OnCallRetrieved
    280
    - Syntax
      280
    - Parameters
      280
  - OnCallServiceInitiatedEvent
    280
    - Syntax
      281
    - Parameters
      281
  - OnCallStartRecordingConf
    282
    - Syntax
      282
    - Parameters
      282
  - OnCallStopRecordingConf
    282
    - Syntax
      283
    - Parameters
      283
  - OnCallTransferred
    283
    - Syntax
      283
    - Parameters
      283
  - OnClearCallConf
    286
    - Syntax
      286
    - Parameters
      286
  - OnClearConnectionConf
    287
    - Syntax
      287
    - Parameters
      287
  - OnConferenceCallConf
    288
    - Syntax
      288
    - Parameters
      288
  - OnConsultationCallConf
    288
    - Syntax
      288
    - Parameters
      288
  - OnControlFailureConf
    289
    - Syntax
      289
    - Parameters
      289
  - OnHoldCallConf
    290
    - Syntax
      290
    - Parameters
      290
  - OnMakePredictiveCallConf
    290
  - OnReconnectCallConf
    291
    - Syntax
      291
    - Parameters
      291
  - OnReleaseCallConf
    291
  - OnRetrieveCallConf
    291
    - Syntax
      291
    - Parameters
      292
  - OnSendDTMFConf
    292
    - Syntax
      292
    - Parameters
      292
  - OnSnapshotCallConf
    292
    - Syntax
      293
    - Parameters
      293
  - OnTransferCallConf
    296
    - Syntax
      296
    - Parameters
      296
- IAgentEvents Interface
  297
  - OnAgentDeskSettingsConf
    297
    - Syntax
      297
    - Parameters
      297
  - OnAgentInfoEvent
    300
    - Syntax
      300
    - Parameters
      300
  - OnAgentStateChange
    301
    - Syntax
      301
    - Parameters
      301
  - OnAgentStatistics
    303
    - Syntax
      304
    - Parameters
      304
  - OnChatMessage
    304
    - Syntax
      305
    - Parameters
      305
  - OnControlFailureConf
    305
    - Syntax
      305
    - Parameters
      305
  - OnEmergencyCall
    313
    - Syntax
      313
    - Parameters
      313
    - Remarks
      314
  - OnLogoutFailed
    314
    - Syntax
      314
    - Parameters
      314
  - OnMakeCallConf
    315
    - Syntax
      315
    - Parameters
      315
  - OnNewAgentTeamMember
    316
    - Syntax
      316
    - Parameters
      316
  - OnPostLogout
    318
    - Syntax
      318
    - Parameters
      319
    - Remarks
      320
  - OnPreLogout
    320
    - Syntax
      320
    - Parameters
      321
  - OnQueryAgentStateConf
    322
    - Syntax
      322
    - Parameters
      322
  - OnSetAgentModeEvent
    325
    - Syntax
      325
    - Parameters
      326
  - OnSetAgentStateConf
    326
    - Syntax
      327
    - Parameters
      327
  - OnStartMonitoringAgent
    327
    - Syntax
      327
    - Parameters
      327
    - Remarks
      328
  - OnStopMonitoringAgent
    328
    - Syntax
      328
    - Parameters
      328
    - Remarks
      329
  - OnUserMessageConf
    329
- ISkillGroupEvents Interface
  329
  - OnSkillGroupStatisticsUpdated
    329
    - Syntax
      329
    - Parameters
      330
  - OnSkillInfoEvent
    330
    - Parameters
      330
- IButtonEnablementEvents
  331
  - OnButtonEnablementChange
    331
    - Parameters
      331
  - OnSupervisorButtonChange
    334
    - Parameters
      334
    - Remarks
      335
- IMonitoredAgentEvents Interface
  335
- IMonitoredCallEvents Interface
  335
- ISilentMonitorEvents
  337
  - OnCallRTPStarted
    337
    - Syntax
      337
    - Parameters
      337
  - OnCallRTPStopped
    339
    - Syntax
      339
    - Parameters
      339
  - OnStartSilentMonitorConf
    340
    - Syntax
      340
    - Parameters
      340
  - OnSilentMonitorStartedEvent
    341
    - Syntax
      341
    - Parameters
      342
  - OnSilentMonitorStartRequestedEvent
    343
    - Syntax
      343
    - Parameters
      343
  - OnSilentMonitorSessionDisconnected
    344
    - Syntax
      345
    - Parameters
      345
  - OnSilentMonitorStopRequestedEvent
    345
    - Syntax
      345
    - Parameters
      346
  - OnSilentMonitorStatusReportEvent
    346
    - Syntax
      347
    - Parameters
      347
  - OnStopSilentMonitorConf
    349
    - Syntax
      349
    - Parameters
      350
  - OnRTPStreamTimedoutEvent
    350
    - Syntax
      351
    - Parameters
      351
- IGenericEvents Interface
  351
  - OnEvent
    351
    - Syntax
      351
- Java Adapter Classes
  352
  - IAllInOne
    352
  - IAgentEvents
    352
  - IButtonEnablementEvents
    352
  - ICallEvents
    353
  - ISkillGroupEvents
    353
- Events in Java CIL
  353
- Events in .NET CIL
  354
- Getting All Event Parameters
  355
  - How to Get All Parameters from an Event
    355
CtiOs Object
365
- Methods
  366
  - DumpProperties
    366
    - Syntax
      366
    - Parameters
      367
    - Return Value
      367
  - GetAllProperties
    367
    - Syntax
      367
    - Parameters
      367
    - Return Value
      368
  - GetElement
    368
    - Syntax
      368
    - Parameters
      368
    - Return Value
      369
  - GetLastError (Java and .NET only)
    369
    - Syntax
      369
    - Parameters
      369
    - Returns
      369
  - Remarks
    370
  - GetNumProperties
    370
    - Syntax
      370
    - Parameters
      370
    - Return Value
      371
  - GetPropertyName
    371
    - Syntax
      371
    - Parameters
      371
    - Return Value
      371
  - GetPropertyType
    372
    - Syntax
      372
    - Parameters
      372
    - Return Value
      372
  - GetValue
    373
    - Syntax
      373
    - Parameters
      373
    - Return Value
      374
  - GetValueArray
    374
    - Syntax
      374
    - Parameters
      375
    - Return Value
      375
  - GetValueBoolObj (Java and .NET only)
    375
    - Syntax
      375
    - Parameters
      375
    - Returns
      376
  - GetValueInt
    376
    - Syntax
      376
    - Parameters
      376
    - Return Value
      377
  - GetValueIntObj (Java only)
    377
    - Syntax
      377
    - Parameters
      377
    - Returns
      377
  - GetValueShortObj (Java only)
    378
    - Syntax
      378
    - Parameters
      378
    - Return Value
      378
  - GetValueString
    378
    - Syntax
      378
    - Parameters
      379
    - Return Value
      379
  - GetValueUIntObj (Java only)
    379
    - Syntax
      379
    - Parameters
      380
    - Returns
      380
  - GetValueUShortObj (Java only)
    380
    - Syntax
      380
    - Parameters
      380
    - Returns
      380
  - IsValid
    380
    - Syntax
      381
    - Parameters
      381
    - Return Value
      381
  - ReportError (Java and .NET only)
    382
    - Syntax
      382
    - Parameters
      382
    - Returns
      382
  - SetValue (Java and .NET)
    382
    - Syntax
      382
    - Parameters
      383
    - Returns
      383
  - SetValue (C++, COM, and VB)
    383
    - Syntax
      383
    - Parameters
      383
    - Return Values
      384
    - Remarks
      384
Session Object
385
- Session Object Properties
  386
- Methods
  388
  - AddEventListener (Java and .NET only)
    390
    - Syntax
      390
    - Parameters
      391
    - Returns
      391
  - AddListener Methods (C++ only)
    391
    - Syntax
      391
    - Remarks
      392
  - Connect
    392
    - Syntax
      392
    - Parameters
      392
    - Return Values
      393
    - Remarks
      393
  - CreateSilentMonitorManager
    395
    - Syntax
      395
    - Parameters
      395
    - Return Value
      396
    - Remarks
      396
  - CreateWaitObject (C++, Java, and .NET)
    396
    - Syntax
      396
    - Parameters
      396
    - Return Values
      396
  - DestroySilentMonitorManager
    397
    - Syntax
      397
    - Parameters
      397
    - Return Values
      397
    - Remarks
      397
  - DestroyWaitObject (C++ , Java, and .NET)
    398
    - Syntax
      398
    - Parameters
      398
    - Return Values
      398
    - Remarks
      398
  - DisableSkillGroupStatistics (C++ , Java, and .NET)
    398
    - Syntax
      398
    - Parameters
      399
    - Return Value
      399
    - Remarks
      399
  - Disconnect
    399
    - Syntax
      399
    - Parameters
      399
    - Return Values
      400
  - DumpProperties
    400
  - EnableSkillGroupStatistics (C++, Java, and .NET)
    400
    - Syntax
      400
    - Parameters
      400
    - Return Value
      401
    - Remarks
      401
  - GetAllAgents
    401
    - Syntax
      401
    - Parameters
      401
    - Return Values
      402
    - Remarks
      403
  - GetAllCalls
    405
    - Syntax
      405
    - Parameters
      405
    - Return Values
      405
    - Remarks
      407
  - GetAllProperties
    409
  - GetAllSkillGroups
    409
    - Syntax
      409
    - Parameters
      409
    - Return Values
      409
  - GetCurrentAgent
    410
    - Syntax
      410
    - Parameters
      410
    - Return Values
      410
  - GetCurrentCall
    411
    - Syntax
      411
    - Parameters
      411
    - Return Values
      411
  - GetCurrentSilentMonitor
    411
    - Syntax
      412
    - Return Values
      412
  - GetElement
    412
  - GetNumProperties
    412
  - GetObjectFromObjectID
    412
    - Syntax
      412
    - Parameters
      413
    - Return Values
      413
    - Remarks
      413
  - GetPropertyName
    414
  - GetPropertyType
    414
  - GetSystemStatus (Java, .NET, and C++ only)
    414
    - Syntax
      414
    - Parameters
      414
    - Returns
      414
  - GetValue Methods
    414
  - IsAgent
    415
    - Syntax
      415
    - Parameters
      415
    - Return Values
      415
  - IsSupervisor
    415
    - Syntax
      415
    - Parameters
      416
    - Return Values
      416
  - IsValid
    416
  - LogToServer
    416
    - Syntax
      416
    - Parameters
      416
    - Return Values
      417
  - RemoveEventListener (Java and .NET)
    417
    - Syntax
      417
    - Parameters
      417
    - Returns
      417
  - RemoveListener Methods (C++ only)
    418
    - Syntax
      418
    - Remarks
      418
  - RequestDesktopSettings
    418
    - Syntax
      419
    - Parameters
      419
    - Return Values
      419
    - Remarks
      419
  - SetAgent
    420
    - Syntax
      420
    - Parameters
      420
    - Return Values
      420
  - SetCurrentCall
    422
    - Syntax
      422
    - Parameters
      422
    - Return Values
      422
    - Remarks
      422
  - SetCurrentSilentMonitor
    423
    - Syntax
      423
    - Parameters
      423
    - Return Values
      423
    - Remarks
      423
  - SetMessageFilter
    424
    - Syntax
      424
    - Parameters
      424
    - Return Values
      424
    - Remarks
      424
  - SetSupervisorMonitorMode
    425
    - Syntax
      425
    - Parameters
      425
    - Return Values
      425
- Notes On Message Filters
  426
  - Message Filter Syntax
    426
  - A Simple Example
    426
  - General Form of Filter Syntax
    427
  - Combining Filters
    427
  - Filtering for Specific Events
    428
    - Events Not Allowed In Filter Expressions
      428
  - Filtering Skillgroup Statistics
    430
Agent Object
433
- Agent Object Properties
  433
- Agent Statistics
  435
- Methods
  445
  - Arguments Parameters
    447
  - DisableAgentStatistics
    447
    - Syntax
      447
    - Parameters
      448
    - Return Value
      448
  - DisableSkillGroupStatistics
    448
    - Syntax
      448
    - Parameters
      449
    - Return Value
      449
  - EnableAgentStatistics
    449
    - Syntax
      449
    - Parameters
      449
    - Return Value
      450
    - Remarks
      450
  - EnableSkillGroupStatistics
    450
    - Syntax
      450
    - Parameters
      450
    - Return Value
      451
    - Remarks
      451
  - GetAgentState
    451
    - Syntax
      451
    - Parameters
      451
    - Return Value
      452
  - GetAllProperties
    452
  - GetElement
    452
  - GetMonitoredAgent
    452
    - Syntax
      452
    - Parameters
      452
    - Return Value
      453
    - Remarks
      453
  - GetMonitoredCall
    453
    - Syntax
      453
    - Parameters
      453
    - Return Value
      453
    - Remarks
      453
  - GetNumProperties
    454
  - GetPropertyName
    454
  - GetPropertyType
    454
  - GetSkillGroups
    454
    - Syntax
      455
    - Parameters
      455
    - Return Value
      455
  - GetValue Methods
    457
  - IsAgent
    457
    - Syntax
      457
    - Parameters
      457
    - Return Value
      458
  - IsSupervisor
    458
    - Syntax
      458
    - Parameters
      458
    - Return Values
      458
  - Login
    458
    - Syntax
      459
    - Input Parameters
      459
    - Return Values
      460
    - Remarks
      460
  - Logout
    461
    - Syntax
      461
    - Input Parameters
      461
    - Return Values
      462
    - Remarks
      463
  - MakeCall
    463
    - Syntax
      463
    - Input Parameters
      463
    - Return Value
      468
    - Remarks
      468
  - MakeEmergencyCall
    468
    - Syntax
      469
    - Parameters
      469
    - Return Value
      469
    - Remarks
      469
  - QueryAgentState
    470
    - Syntax
      470
    - Input Parameters
      471
    - Return Values
      471
    - Remarks
      471
  - ReportBadCallLine
    471
    - Syntax
      471
    - Parameters
      472
    - Return Values
      472
  - RequestAgentTeamList
    472
    - Syntax
      472
    - Parameters
      472
    - Return Value
      473
    - Remarks
      473
  - RequestSupervisorAssist
    473
    - Syntax
      473
    - Parameters
      473
    - Return Values
      474
    - Remarks
      474
  - SendChatMessage
    474
    - Syntax
      474
    - Parameters
      474
    - Return Values
      475
    - Remarks
      475
  - SetAgentState
    476
    - Syntax
      476
    - Input Parameters
      476
    - Return Values
      477
    - Remarks
      477
  - StartMonitoringAgent
    478
    - Syntax
      478
    - Parameters
      478
    - Return Value
      478
    - Remarks
      478
  - StartMonitoringAgentTeam
    479
    - Syntax
      479
    - Parameters
      479
    - Return Value
      479
    - Remarks
      480
  - StartMonitoringAllAgentTeams
    480
    - Syntax
      480
    - Parameters
      480
    - Return Value
      481
    - Remarks
      481
  - StartMonitoringCall
    481
    - Description
      481
    - Syntax
      481
    - Parameters
      481
    - Return Value
      482
    - Remarks
      482
  - StopMonitoringAgent
    482
    - Syntax
      482
    - Parameters
      482
    - Return Value
      483
    - Remarks
      483
  - StopMonitoringAgentTeam
    483
    - Syntax
      483
    - Parameters
      483
    - Return Value
      483
    - Remarks
      484
  - StopMonitoringAllAgentTeams
    484
    - Syntax
      484
    - Parameters
      484
    - Return Value
      484
    - Remarks
      485
  - SuperviseCall
    485
    - Syntax
      485
    - Parameters
      485
    - Return Values
      486
    - Remarks
      486
Call Object
487
- Current Call Concept
  487
- Accessing ECC Variables
  488
- Retrieving ECC Variable Values
  488
- Adding ECC Values
  490
- Properties
  491
- Methods
  494
  - Arguments Parameters
    496
  - Alternate
    496
    - Syntax
      496
    - Parameters
      496
    - Return Values
      497
    - Remarks
      497
  - Answer
    497
    - Syntax
      498
    - Parameters
      498
    - Return Value
      498
    - Remarks
      498
  - Clear
    499
    - Syntax
      499
    - Parameters
      499
    - Return Value
      499
    - Remarks
      499
  - ClearConnection
    500
    - Syntax
      500
    - Parameters
      500
    - Return Value
      500
    - Remarks
      501
  - Conference
    501
    - Syntax
      501
    - Parameters
      502
    - Return Value
      502
    - Remarks
      502
  - GetCallContext
    503
    - Syntax
      503
    - Parameters
      503
    - Return Value
      503
    - Remarks
      505
  - GetCallData
    505
    - Syntax
      505
    - Parameters
      505
    - Return Value
      505
    - Remarks
      506
  - Hold
    506
    - Syntax
      506
    - Parameters
      507
    - Return Value
      507
    - Remarks
      507
  - MakeConsultCall
    507
    - Syntax
      508
    - Parameters
      508
    - Return Values
      512
    - Remarks
      513
  - Reconnect
    513
    - Syntax
      513
    - Parameters
      514
    - Return Values
      514
    - Remarks
      514
  - Retrieve
    515
    - Syntax
      515
    - Parameters
      515
    - Return Values
      515
    - Remarks
      515
  - SendDTMFSignal
    516
    - Syntax
      516
    - Parameters
      516
    - Return Values
      517
    - Remarks
      517
  - SetCallData
    518
    - Syntax
      518
    - Parameters
      518
    - Return Values
      518
    - Remarks
      518
  - SingleStepConference
    519
    - Syntax
      519
    - Parameters
      519
    - Return Values
      521
    - Remarks
      522
  - SingleStepTransfer
    522
    - Syntax
      522
    - Parameters
      523
    - Return Values
      523
  - Snapshot
    523
    - Syntax
      523
    - Parameters
      524
    - Return Values
      524
    - Remarks
      524
  - StartRecord
    524
    - Syntax
      524
    - Parameters
      525
    - Return Value
      525
    - Remarks
      525
  - StopRecord
    525
    - Syntax
      525
    - Parameters
      526
    - Return Value
      526
    - Remarks
      526
  - Transfer
    526
    - Syntax
      527
    - Parameters
      527
    - Return Values
      527
    - Remarks
      527
SkillGroup Object
529
- Properties
  529
- Statistics
  530
- Methods
  549
  - DisableSkillGroupStatistics
    550
    - Syntax
      550
    - Parameters
      550
    - Return Value
      550
    - Remarks
      551
  - DumpProperties
    551
  - EnableSkillGroupStatistics
    551
    - Syntax
      551
    - Parameters
      552
    - Return Value
      552
    - Remarks
      552
  - GetElement
    552
  - GetValue Methods
    552
  - IsValid
    553
  - SetValue
    553
Helper Classes
555
- Arg Class
  556
  - AddRef
    557
    - Syntax
      557
    - Parameters
      557
    - Return Values
      558
  - Clone
    558
    - Syntax
      558
    - Output Parameters
      558
    - Return Values
      558
  - CreateInstance
    559
    - Syntax
      559
    - Parameters
      559
    - Return Values
      559
    - Remarks
      559
  - DumpArg
    560
    - Syntax
      560
    - Parameters
      560
    - Return Values
      560
  - GetArgType (.NET only)
    560
    - Syntax
      561
    - Parameters
      561
    - Returns
      561
  - GetType
    561
    - Syntax
      561
    - Output Parameters
      561
    - Return Values
      562
  - GetValue Methods
    562
    - Syntax
      562
    - Parameters
      563
    - Return Values
      564
  - Release
    564
    - Syntax
      564
    - Parameters
      564
    - Return Values
      565
  - SetValue
    565
    - Syntax
      565
    - Parameters
      565
    - Return Values
      566
- Arguments Class
  567
  - Usage Notes
    568
  - AddItem (C++, COM, VB only)
    569
    - Syntax
      569
    - Parameters
      570
    - Return Value
      571
  - AddRef (C++ and COM only)
    571
    - Syntax
      571
    - Parameters
      571
    - Return Values
      571
  - Clear
    571
    - Syntax
      572
    - Parameters
      572
    - Return Value
      572
  - Clone
    572
    - Syntax
      572
    - Parameters
      573
    - Return Value
      573
  - CreateInstance (C++ and COM only)
    573
    - Syntax
      573
    - Parameters
      573
    - Return Value
      573
    - Remarks
      574
  - DumpArgs
    574
    - Syntax
      574
    - Parameters
      574
    - Return Values
      574
  - GetElement Methods
    575
    - Syntax
      575
  - Parameters
    576
    - Return Value
      576
  - GetValue Methods
    577
    - Syntax
      577
    - Parameters
      579
    - Return Values
      579
    - Remarks
      580
  - IsValid
    580
    - Syntax
      580
    - Parameters
      580
    - Return Values
      581
  - NumElements
    581
    - Syntax
      581
    - Parameters
      581
    - Return Value
      581
  - Release (C++ and COM only)
    582
    - Syntax
      582
    - Parameters
      582
    - Return Values
      582
  - RemoveItem
    582
    - Syntax
      582
    - Parameters
      583
    - Return Values
      583
  - SetElement (C++, COM, and VB only)
    583
    - Syntax
      583
    - Parameters
      584
    - Return Values
      584
  - SetValue
    584
    - Syntax
      584
    - Parameters
      586
    - Return Values
      586
    - Remarks
      586
- CILRefArg Class (C++, Java, and .NET only)
  587
  - GetType
    587
    - Syntax
      587
    - Output Parameters
      588
    - Return Values
      588
  - GetUniqueObjectID (Java and .NET only)
    588
    - Syntax
      588
    - Parameters
      588
    - Return Values
      588
    - Remarks
      588
  - GetValue
    589
    - Syntax
      589
    - Output Parameters
      589
    - Return Values
      589
  - SetValue
    589
    - Syntax
      589
    - Input Parameters
      589
    - Return Values
      590
- CCtiOsException Class (C++, Java, and .NET only)
  590
  - CCtiosException Constructor
    590
    - Syntax
      590
    - Input Parameters
      591
    - Return Values
      591
  - GetCode
    591
    - Syntax
      591
    - Parameters
      591
    - Return Values
      591
  - GetStatus
    592
    - Syntax
      592
    - Parameters
      592
    - Return Values
      592
  - GetString
    592
    - Syntax
      592
    - Parameters
      592
    - Return Values
      592
  - What
    593
    - Syntax
      593
    - Parameters
      593
    - Return Values
      593
- CWaitObject Class
  593
  - Methods
    593
  - CreateWaitObject
    594
  - DestroyWaitObject
    594
  - DumpEventMask
    594
    - Syntax
      595
    - Parameters
      595
    - Return Values
      595
  - GetMask
    595
    - Syntax
      595
    - Parameters
      595
    - Return Values
      595
  - GetTriggerEvent
    596
    - Syntax
      596
    - Parameters
      596
    - Return Values
      596
  - InMask
    596
    - Syntax
      596
    - Parameters
      596
    - Return Values
      597
  - SetMask
    597
    - Syntax
      597
    - Parameters
      597
    - Return Values
      597
  - WaitOnMultipleEvents
    597
    - Syntax
      597
    - Parameters
      598
    - Return Values
      598
- Logger Class (.NET and Java Only)
  598
  - Methods
    598
  - Logger() Constructor
    599
    - Syntax
      599
    - Parameters
      599
    - Return Values
      599
  - GetTraceMask
    600
    - Syntax
      600
    - Parameters
      600
    - Return Values
      600
  - SetTraceMask
    600
    - Syntax
      600
    - Parameters
      600
    - Return Values
      600
  - AddLogListener
    601
    - Syntax
      601
    - Parameters
      601
    - Return Values
      601
  - RemoveLogListener
    601
    - Syntax
      601
    - Parameters
      601
    - Return Values
      602
  - Trace
    602
    - Syntax
      602
    - Parameters
      602
    - Return Values
      602
- LogWrapper Class (.NET and Java Only)
  602
  - Methods
    603
  - LogWrapper() Constructor
    604
    - Syntax
      604
    - Parameters
      604
  - Return Values
    604
  - LogWrapper(String filename) Constructor
    605
    - Syntax
      605
    - Parameters
      605
  - Return Values
    605
  - LogWrapper(string, int, int, int) Constructor
    605
    - Syntax
      605
    - Parameters
      606
    - Return Values
      606
  - Dispose (.NET Only)
    606
    - Syntax
      607
    - Parameters
      607
    - Return Values
      607
  - GetMaxDaysBeforeExpire (.NET Only)
    607
    - Syntax
      607
    - Parameters
      607
    - Return Values
      607
  - SetMaxNumberFiles
    607
    - Syntax
      608
    - Parameters
      608
    - Return Values
      608
  - GetMaxNumberFiles (.NET Only)
    608
    - Syntax
      608
    - Parameters
      608
    - Return Values
      608
  - SetMaxDaysBeforeExpire
    609
    - Syntax
      609
    - Parameters
      609
    - Return Values
      609
  - ProcessConfigFile
    609
    - Syntax
      609
    - Parameters
      609
    - Return Values
      610
SilentMonitorManager Object
611
- Properties
  612
- Methods
  613
  - Argument Parameter Rules
    614
  - AcceptSilentMonitoring
    614
    - Syntax
      615
    - Parameters
      615
    - Return Values
      616
  - GetIPPhoneInfo
    616
    - Syntax
      616
    - Parameters
      617
    - Return Value
      617
  - GetSessionInfo
    618
    - Syntax
      618
    - Parameters
      618
    - Return Values
      619
  - GetSMSessionList
    620
    - Syntax
      620
    - Parameters
      620
    - Return Values
      620
  - IsMonitoredTarget
    621
    - Syntax
      621
    - Parameters
      621
    - Return Value
      621
  - SetIPPhoneInfo
    621
    - Syntax
      621
    - Parameters
      622
    - Return Values
      623
  - StartSilentMonitorRequest
    623
    - Syntax
      623
    - Parameters
      624
    - Return Values
      624
    - Remarks
      625
  - StartSMMonitoredMode
    625
    - Syntax
      625
    - Parameters
      625
    - Return Values
      626
  - StartSMMonitoringMode
    627
    - Syntax
      627
    - Parameters
      627
    - Return Values
      627
  - StopSilentMonitorMode
    628
    - Syntax
      628
    - Parameters
      628
    - Return Values
      628
  - StopSilentMonitorRequest
    628
    - Syntax
      628
    - Parameters
      629
    - Return Values
      629
CTI OS Keywords and Enumerated Types
631
- Keywords
  631
  - Java CIL Keywords
    632
  - .NET CIL Keywords
    632
- Enumerated Types
  632
  - Java Interfaces
    634
CTI OS Logging
637
- Creating CTI OS Client Logs (COM and C++)
  637
  - How to Install the Tracing Mechanism (COM and C++)
    638
- Setting Trace Levels (COM and C++)
  638
- Configuring Tracing (COM and C++)
  638
- Java CIL Logging Utilities
  639
  - ILogEvents
    640
  - LogEvent
    640
  - Logger
    640
    - Syntax
      641
  - LogEventsAdapter
    641
    - Syntax
      642
- Logging and Tracing (Java)
  642
- Logging and Tracing (.NET)
  643
Migrating From CTI OS 6.0
649
- Introduction
  649
- Migrating a C++ CIL application
  650
- Migrating a COM CIL Application
  651
- Migrating a Visual Basic 6.0 to Use COM CIL
  655
  - Migrate to Visual Basic .NET and use .NET CIL
    655
  - Migrate to Visual Basic .NET and use CTIOS ActiveX Controls
    656
Index
659

Guía Del Desarrollador

Tamaño:

10 MB
Páginas:

668
Language:

English

Manuales abiertas

Guía Del Desarrollador

Tabla de contenidos

CTI OS Developer's Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
1
Contents
3
About This Guide
19
- Purpose
  19
- Audience
  19
- Conventions
  19
- Organization
  20
- Other Publications
  21
- Obtaining Documentation
  21
  - Cisco.com
    21
  - Product Documentation DVD
    21
  - Ordering Documentation
    22
- Documentation Feedback
  22
- Cisco Product Security Overview
  22
  - Reporting Security Problems in Cisco Products
    23
- Obtaining Technical Assistance
  23
- Obtaining Additional Publications and Information
  25
Introduction
27
- Introduction to CTI
  27
- What is a CTI-Enabled Application?
  28
  - Screen Pop
    28
  - Agent State Control
    28
  - Third-Party Call Control
    29
- Leveraging CTI Application Event Flow
  29
  - Asynchronous Events
    29
  - Request-Response Paradigm
    30
- Overview of CTI OS
  31
CTI OS Client Interface Library Architecture
35
- Object Server Architecture
  35
- Client Interface Library Architecture
  36
  - Connection Layer
    37
  - Service Layer
    37
  - Object Interface Layer
    38
  - Custom Application
    38
- CIL Object Model
  38
  - Session Object
    39
    - Session Modes
      39
  - Agent Object
    40
  - Call Object
    40
  - SkillGroup Object
    41
  - Object Creation and Lifetime
    41
  - Reference Counting
    41
- Where To Go From Here
  50
CIL Coding Conventions
53
- CTIOS CIL Data Types
  54
- Asynchronous Program Execution
  55
- CIL Error Codes
  56
- COM Error Codes
  62
- Generic Interfaces
  63
- UniqueObjectID
  65
- Obtaining Objects from UniqueObjectIDs
  67
- Using Button Enablement Masks
  68
Building Your Application
71
- Setting Up Your Environment for .NET
  72
  - Integrating with Microsoft Visual Studio .NET 2003
    72
  - Adding CTIOS Toolkit 7.0 Components to the “Add Reference” Dialog Box
    72
  - Adding Cisco CTI OS ActiveX 7.0 Controls to the Toolbox
    73
- Integrating your Application with CTI OS via the CIL
  74
  - Planning and Designing Your Integration
    74
  - What Language and Interface to Use
    75
- Testing CTI Applications
  77
  - Developing a Test Plan
    77
  - Test Environment
    78
- Using the Samples
  78
- Using The CTI OS ActiveX Controls
  80
  - Building a Simple Softphone with ActiveX Controls
    80
  - Adding a Hook for Screenpops
    83
    - CTIOS SessionResolver
      83
    - Sample VB .NET code to Retrieve CallVariable1
      83
- Using the COM CIL in Visual Basic 6.0
  85
  - Referencing COM Components in Visual Basic 6.0
    86
  - Registering for Events in Visual Basic 6.0
    87
  - Next Steps
    87
- Using the COM CIL in Visual C++ 7.0
  88
  - Adding COM Support to your Application
    88
    - Important Note About COM Method Syntax
      89
  - Using the CIL Dynamic Link Libraries
    89
  - Creating an Instance of a COM Object
    89
  - Subscribing and Unsubscribing to COM Events in C++
    90
  - Next Steps
    91
- Using the C++ CIL and Static Libraries
  91
  - Header Files and Libraries
    91
  - Project Settings for Compiling and Linking
    92
  - Subscribing for Events in C++
    96
  - STLPort
    97
  - Next Steps
    97
- Using the Java CIL Libraries
  97
  - Next Steps
    98
- Using the .NET CIL Libraries
  98
  - Next Steps
    99
- Connecting to the CTI OS Server
  99
  - How to Create the Session Instance
    99
    - Session Object Lifetime (C++ only)
      99
  - How to Set the Event Listener and Subscribe to Events
    100
  - How to Set Connection Parameters for the Session
    100
  - How to Connect the Session to the CTI OS Server
    101
  - Dealing with Connection Failures
    101
  - How to Set the Connection Mode
    104
  - Disconnecting from CTI OS Server
    110
- Logging In and Logging Out an Agent
  112
  - How to Log In an Agent
    112
  - How to Handle Duplicate Log In Attempts
    114
  - How to Log Out an Agent
    119
    - Typical Logout Procedure
      120
- Working with Calls
  122
  - Handling Multiple Calls
    122
  - What is the Current Call?
    123
  - How to Get a Call Object
    123
  - How to Set the Current Call for the Session
    124
  - Call Wrapup
    124
  - Logout and NotReady Reason Codes
    125
  - When Does the Application Receive the OnButtonEnablementChange() Event?
    126
- Making Requests
  129
  - Preventing Multiple Duplicate Requests
    129
- Working with Events
  131
  - Handling Events in Order
    131
  - Coding Considerations for CIL Event Handling
    131
  - Monitoring the OnCallEnd() Event
    132
- Working with Agent Statistics
  132
  - Overview
    132
  - How to Set Up an Agent Application to Receive Agent Statistics
    133
  - How to Set Up a Monitor-Mode Application to Receive Agent Statistics
    134
  - Accessing Agent Statistics
    138
  - Changing Which Agent Statistics are Sent
    139
  - Agent Statistics Computed by the Sample CTI OS Desktop
    140
- Working with Skill Group Statistics
  141
  - Overview
    141
  - How to Set Up a Monitor-Mode Application to Receive Skill Group Statistics
    141
  - Accessing Skill Group Statistics
    144
  - Changing Which Skill Group Statistics are Sent
    145
  - Skill Group Statistics Computed by the Sample CTI OS Desktop
    145
- Enabling Silent Monitor in your Application
  146
  - Creating a Silent Monitor Object
    147
  - Setting the Session Mode
    147
    - Monitoring Mode
      148
    - Monitored Mode
      148
  - Initiating and Ending a Silent Monitor Session
    148
    - Monitoring Client Code Sample
      149
    - Monitored Client Code Sample
      150
  - Shutting Down Silent Monitor Manager
    150
  - Silent Monitor: Developer Information
    151
- Deployment of Custom CTI OS Applications
  152
  - Deploying Applications Using the ActiveX Controls
    152
  - Deploying Applications Using COM (But Not ActiveX Controls)
    160
  - Deploying Applications using C++ CIL
    161
  - Deploying Applications using .NET CIL
    161
  - Custom Application and CTI OS Security
    162
- Building Supervisor Applications
  162
  - General Flow
    163
  - Monitored and Unmonitored Events
    163
  - Requesting and Monitoring the Supervisor’s Team(s)
    164
    - NewAgentTeamMember
      166
    - NewAgentTeamMember Events and Supervisors
      166
    - MonitoredAgentStateEvent
      167
    - MonitoredAgentInfoEvent
      168
    - Time in State
      168
    - SkillInfoEvent
      168
    - Populating an Agent Grid
      169
  - Monitoring Agents
    171
  - Monitoring Calls
    176
    - MonitoredCallEvents
      176
    - Barging into Calls
      177
    - Intercepting Calls
      179
    - Updating Monitored Call Data
      179
- Sample Code in the CTI OS Toolkit
  180
  - .NET Samples
    180
    - CTI Toolkit Combo Desktop.NET
      180
    - CtiOs Data Grid.NET
      182
    - All Agents Sample.NET
      183
    - All Calls Sample.NET
      183
  - Java CIL Samples
    183
  - Win32 Samples
    183
CTI OS ActiveX Controls
185
- Property Pages
  187
- Button Controls and Grid Controls
  188
  - Button Controls
    188
  - Grid Controls
    188
  - Supervisor Status Bar
    189
- CTI OS ActiveX Control Descriptions
  189
  - AgentStateCtl
    189
  - AgentSelectCtl
    193
  - AgentStatisticsCtl
    194
  - AlternateCtl
    194
  - AnswerCtl
    194
  - BadLineCtl
    195
  - CallAppearanceCtl
    195
  - ChatCtl
    197
  - ConferenceCtl
    197
  - EmergencyAssistCtl
    199
  - HoldCtl
    200
  - MakeCallCtl
    201
  - ReconnectCtl
    202
  - SkillgroupStatisticsCtl
    203
  - StatusBarCtl
    203
  - SupervisorOnlyCtl
    204
  - RecordCtl
    206
  - TransferCtl
    206
- The Silent Monitor StandAlone ActiveX Control
  208
  - Connect
    209
  - Disconnect
    209
  - StartMonitoring
    209
  - StopMonitoring
    210
  - SilentMonitor Com Object Events
    210
  - Deployment
    212
  - Sample Usage in Visual Basic 6.0
    212
Event Interfaces and Events
215
- Event Publication Model
  215
- ISessionEvents Interface
  216
  - OnConnection
    217
    - Syntax
      217
    - Parameters
      217
  - OnConnectionClosed
    217
  - OnConnectionFailure
    218
    - Syntax
      218
    - Parameters
      218
  - OnConnectionRejected
    218
    - Syntax
      218
    - Parameters
      219
  - OnCTIOSFailure
    219
    - Syntax
      219
    - Parameters
      219
    - Remarks
      221
  - OnCurrentAgentReset
    221
    - Syntax
      221
    - Parameters
      222
  - OnCurrentCallChanged
    222
    - Syntax
      222
    - Parameters
      222
  - OnFailure Event
    222
  - OnGlobalSettingsDownloadConf
    223
    - Syntax
      223
    - Parameters
      224
  - OnHeartbeat
    233
    - Syntax
      233
    - Parameters
      233
  - OnMissingHeartbeat
    234
    - Syntax
      234
    - Parameters
      234
  - OnMonitorModeEstablished
    235
    - Syntax
      235
    - Parameters
      235
  - OnSnapshotDeviceConf
    236
    - Syntax
      236
    - Parameters
      236
    - Remarks
      237
  - OnSnapshotSkillGroupList
    237
  - OnTranslationRoute
    237
    - Syntax
      237
    - Parameters
      238
- ICallEvents Interface
  239
  - OnAgentPrecallEvent
    239
  - OnAgentPrecallAbortEvent
    239
  - OnAlternateCallConf
    240
    - Syntax
      240
  - Parameters
    240
  - OnAnswerCallConf
    240
    - Syntax
      240
    - Parameters
      240
  - OnCallBegin
    241
    - Syntax
      241
    - Parameters
      241
  - OnCallCleared
    244
    - Syntax
      244
    - Parameters
      244
  - OnCallConnectionCleared
    245
    - Syntax
      245
    - Parameters
      245
  - OnCallConferenced
    246
    - Syntax
      246
    - Parameters
      246
  - OnCallDataUpdate
    249
    - Syntax
      249
    - Parameters
      249
  - OnCallDelivered
    252
    - Syntax
      252
    - Parameters
      252
  - OnCallDequeuedEvent
    254
    - Syntax
      254
    - Parameters
      254
  - OnCallDiverted
    255
    - Syntax
      255
    - Parameters
      256
  - OnCallEnd
    257
    - Syntax
      257
    - Parameters
      257
  - OnCallEstablished
    258
    - Syntax
      258
    - Parameters
      258
  - OnCallFailed
    259
    - Syntax
      260
    - Parameters
      260
  - OnCallHeld
    260
    - Syntax
      260
    - Parameters
      261
  - OnCallOriginated
    261
    - Syntax
      261
    - Parameters
      261
  - OnCallQueuedEvent
    263
    - Syntax
      263
    - Parameters
      263
  - OnCallReachedNetworkEvent
    265
    - Syntax
      265
    - Parameters
      265
  - OnCallRetrieved
    266
    - Syntax
      266
    - Parameters
      267
  - OnCallServiceInitiatedEvent
    267
    - Syntax
      267
    - Parameters
      268
  - OnCallStartRecordingConf
    269
    - Syntax
      269
    - Parameters
      269
  - OnCallStopRecordingConf
    269
    - Syntax
      269
    - Parameters
      270
  - OnCallTransferred
    270
    - Syntax
      270
    - Parameters
      270
  - OnClearCallConf
    273
    - Syntax
      273
    - Parameters
      273
  - OnClearConnectionConf
    274
    - Syntax
      274
    - Parameters
      274
  - OnConferenceCallConf
    274
    - Syntax
      274
    - Parameters
      275
  - OnConsultationCallConf
    275
    - Syntax
      275
    - Parameters
      275
  - OnControlFailureConf
    275
    - Syntax
      276
    - Parameters
      276
  - OnHoldCallConf
    276
    - Syntax
      277
    - Parameters
      277
  - OnMakePredictiveCallConf
    277
  - OnReconnectCallConf
    277
    - Syntax
      277
    - Parameters
      277
  - OnReleaseCallConf
    278
  - OnRetrieveCallConf
    278
    - Syntax
      278
    - Parameters
      278
  - OnSendDTMFConf
    278
    - Syntax
      279
    - Parameters
      279
  - OnSnapshotCallConf
    279
    - Syntax
      279
    - Parameters
      279
  - OnTransferCallConf
    282
    - Syntax
      282
    - Parameters
      282
- IAgentEvents Interface
  283
  - OnAgentInfoEvent
    283
    - Syntax
      283
    - Parameters
      283
  - OnAgentStateChange
    284
    - Syntax
      284
    - Parameters
      284
  - OnAgentStatistics
    286
    - Syntax
      286
    - Parameters
      287
  - OnChatMessage
    287
    - Syntax
      287
    - Parameters
      287
  - OnControlFailureConf
    288
    - Syntax
      288
    - Parameters
      288
  - OnEmergencyCall
    295
    - Syntax
      295
    - Parameters
      296
    - Remarks
      297
  - OnLogoutFailed
    297
    - Syntax
      297
    - Parameters
      297
  - OnMakeCallConf
    297
    - Syntax
      298
    - Parameters
      298
  - OnNewAgentTeamMember
    298
    - Syntax
      298
    - Parameters
      299
  - OnPostLogout
    301
    - Syntax
      301
    - Parameters
      301
    - Remarks
      303
  - OnPreLogout
    303
    - Syntax
      303
    - Parameters
      303
  - OnQueryAgentStateConf
    305
    - Syntax
      305
    - Parameters
      305
  - OnSetAgentModeEvent
    308
    - Syntax
      308
    - Parameters
      309
  - OnSetAgentStateConf
    309
    - Syntax
      310
    - Parameters
      310
  - OnStartMonitoringAgent
    310
    - Syntax
      310
    - Parameters
      310
    - Remarks
      311
  - OnStopMonitoringAgent
    311
    - Syntax
      311
    - Parameters
      311
    - Remarks
      312
  - OnUserMessageConf
    312
- ISkillGroupEvents Interface
  312
  - OnSkillGroupStatisticsUpdated
    312
    - Syntax
      312
    - Parameters
      313
  - OnSkillInfoEvent
    313
    - Parameters
      313
- IButtonEnablementEvents
  314
  - OnButtonEnablementChange
    314
    - Parameters
      314
  - OnSupervisorButtonChange
    317
    - Parameters
      317
    - Remarks
      318
- IMonitoredAgentEvents Interface
  318
- IMonitoredCallEvents Interface
  318
- ISilentMonitorEvents
  320
  - OnStartSilentMonitorConf
    320
    - Syntax
      320
    - Parameters
      320
  - OnSilentMonitorStartedEvent
    321
    - Syntax
      321
    - Parameters
      322
  - OnSilentMonitorStartRequestedEvent
    323
    - Syntax
      323
    - Parameters
      323
  - OnSilentMonitorSessionDisconnected
    324
    - Syntax
      325
    - Parameters
      325
  - OnSilentMonitorStopRequestedEvent
    325
    - Syntax
      325
    - Parameters
      326
  - OnSilentMonitorStatusReportEvent
    326
    - Syntax
      327
    - Parameters
      327
  - OnStopSilentMonitorConf
    329
    - Syntax
      329
    - Parameters
      329
  - OnRTPStreamTimedoutEvent
    330
    - Syntax
      330
    - Parameters
      331
- IGenericEvents Interface
  331
  - OnEvent
    331
    - Syntax
      331
- Events in Java CIL
  332
- Events in .NET CIL
  332
- Getting All Event Parameters
  334
  - How to Get All Parameters from an Event
    334
CtiOs Object
343
- Methods
  344
  - DumpProperties
    344
    - Syntax
      344
    - Parameters
      345
    - Return Value
      345
  - GetAllProperties
    345
    - Syntax
      345
    - Parameters
      345
    - Return Value
      346
  - GetElement
    346
    - Syntax
      346
    - Parameters
      346
    - Return Value
      347
  - GetLastError (Java and .NET only)
    347
    - Syntax
      347
    - Parameters
      347
    - Returns
      347
  - Remarks
    348
  - GetNumProperties
    348
    - Syntax
      348
    - Parameters
      348
    - Return Value
      349
  - GetPropertyName
    349
    - Syntax
      349
    - Parameters
      349
    - Return Value
      349
  - GetPropertyType
    350
    - Syntax
      350
    - Parameters
      350
    - Return Value
      350
  - GetValue
    351
    - Syntax
      351
    - Parameters
      351
    - Return Value
      352
  - GetValueArray
    352
    - Syntax
      352
    - Parameters
      353
    - Return Value
      353
  - GetValueBoolObj (Java and .NET only)
    353
    - Syntax
      353
    - Parameters
      353
    - Returns
      354
  - GetValueInt
    354
    - Syntax
      354
    - Parameters
      354
    - Return Value
      355
  - GetValueIntObj (Java only)
    355
    - Syntax
      355
    - Parameters
      355
    - Returns
      355
  - GetValueShortObj (Java only)
    356
    - Syntax
      356
    - Parameters
      356
    - Return Value
      356
  - GetValueString
    356
    - Syntax
      356
    - Parameters
      357
    - Return Value
      357
  - GetValueUIntObj (Java only)
    357
    - Syntax
      357
    - Parameters
      358
    - Returns
      358
  - GetValueUShortObj (Java only)
    358
    - Syntax
      358
    - Parameters
      358
    - Returns
      358
  - IsValid
    358
    - Syntax
      359
    - Parameters
      359
    - Return Value
      359
  - ReportError (Java and .NET only)
    360
    - Syntax
      360
    - Parameters
      360
    - Returns
      360
  - SetValue (Java and .NET)
    360
    - Syntax
      360
    - Parameters
      361
    - Returns
      361
  - SetValue (C++, COM, and VB)
    361
    - Syntax
      361
    - Parameters
      361
    - Return Values
      362
    - Remarks
      362
Session Object
363
- Session Object Properties
  364
- Methods
  366
  - AddEventListener (Java and .NET only)
    368
    - Syntax
      368
    - Parameters
      369
    - Returns
      369
  - AddListener Methods (C++ only)
    369
    - Syntax
      369
    - Remarks
      370
  - Connect
    370
    - Syntax
      370
    - Parameters
      370
    - Return Values
      371
    - Remarks
      371
  - CreateSilentMonitorManager
    373
    - Syntax
      373
    - Parameters
      373
    - Return Value
      374
    - Remarks
      374
  - CreateWaitObject (C++, Java, and .NET)
    374
    - Syntax
      374
    - Parameters
      374
    - Return Values
      374
  - DestroySilentMonitorManager
    375
    - Syntax
      375
    - Parameters
      375
    - Return Values
      375
    - Remarks
      375
  - DestroyWaitObject (C++ , Java, and .NET)
    376
    - Syntax
      376
    - Parameters
      376
    - Return Values
      376
    - Remarks
      376
  - DisableSkillGroupStatistics (C++ , Java, and .NET)
    376
    - Syntax
      376
    - Parameters
      377
    - Return Value
      377
    - Remarks
      377
  - Disconnect
    377
    - Syntax
      377
    - Parameters
      377
    - Return Values
      378
  - DumpProperties
    378
  - EnableSkillGroupStatistics (C++, Java, and .NET)
    378
    - Syntax
      378
    - Parameters
      378
    - Return Value
      379
    - Remarks
      379
  - GetAllAgents
    379
    - Syntax
      379
    - Parameters
      379
    - Return Values
      380
    - Remarks
      381
  - GetAllCalls
    383
    - Syntax
      383
    - Parameters
      383
    - Return Values
      383
    - Remarks
      385
  - GetAllProperties
    387
  - GetAllSkillGroups
    387
    - Syntax
      387
    - Parameters
      387
    - Return Values
      387
  - GetCurrentAgent
    388
    - Syntax
      388
    - Parameters
      388
    - Return Values
      388
  - GetCurrentCall
    389
    - Syntax
      389
    - Parameters
      389
    - Return Values
      389
  - GetCurrentSilentMonitor
    389
    - Syntax
      390
    - Return Values
      390
  - GetElement
    390
  - GetNumProperties
    390
  - GetObjectFromObjectID
    390
    - Syntax
      390
    - Parameters
      391
    - Return Values
      391
    - Remarks
      391
  - GetPropertyName
    392
  - GetPropertyType
    392
  - GetSystemStatus (Java, .NET, and C++ only)
    392
    - Syntax
      392
    - Parameters
      392
    - Returns
      392
  - GetValue Methods
    392
  - IsAgent
    393
    - Syntax
      393
    - Parameters
      393
    - Return Values
      393
  - IsSupervisor
    393
    - Syntax
      393
    - Parameters
      394
    - Return Values
      394
  - IsValid
    394
  - LogToServer
    394
    - Syntax
      394
    - Parameters
      394
    - Return Values
      395
  - RemoveEventListener (Java and .NET)
    395
    - Syntax
      395
    - Parameters
      395
    - Returns
      395
  - RemoveListener Methods (C++ only)
    396
    - Syntax
      396
    - Remarks
      396
  - RequestDesktopSettings
    396
    - Syntax
      397
    - Parameters
      397
    - Return Values
      397
    - Remarks
      397
  - SetAgent
    398
    - Syntax
      398
    - Parameters
      398
    - Return Values
      398
  - SetCurrentCall
    400
    - Syntax
      400
    - Parameters
      400
    - Return Values
      400
    - Remarks
      400
  - SetCurrentSilentMonitor
    400
    - Syntax
      401
    - Parameters
      401
    - Return Values
      401
    - Remarks
      401
  - SetMessageFilter
    401
    - Syntax
      401
    - Parameters
      402
    - Return Values
      402
    - Remarks
      402
  - SetSupervisorMonitorMode
    402
    - Syntax
      402
    - Parameters
      403
    - Return Values
      403
- Notes On Message Filters
  403
  - Message Filter Syntax
    403
  - A Simple Example
    404
  - General Form of Filter Syntax
    404
  - Combining Filters
    405
  - Filtering for Specific Events
    405
    - Events Not Allowed In Filter Expressions
      406
  - Filtering Skillgroup Statistics
    407
Agent Object
411
- Agent Object Properties
  411
- Agent Statistics
  413
- Methods
  422
  - Arguments Parameters
    424
  - DisableAgentStatistics
    425
    - Syntax
      425
    - Parameters
      425
    - Return Value
      425
  - DisableSkillGroupStatistics
    426
    - Syntax
      426
    - Parameters
      426
    - Return Value
      426
  - EnableAgentStatistics
    426
    - Syntax
      427
    - Parameters
      427
    - Return Value
      427
    - Remarks
      427
  - EnableSkillGroupStatistics
    428
    - Syntax
      428
    - Parameters
      428
    - Return Value
      428
    - Remarks
      429
  - GetAgentState
    429
    - Syntax
      429
    - Parameters
      429
    - Return Value
      429
  - GetAllProperties
    429
  - GetElement
    429
  - GetMonitoredAgent
    430
    - Syntax
      430
    - Parameters
      430
    - Return Value
      430
    - Remarks
      430
  - GetMonitoredCall
    430
    - Syntax
      430
    - Parameters
      431
    - Return Value
      431
    - Remarks
      431
  - GetNumProperties
    431
  - GetPropertyName
    431
  - GetPropertyType
    431
  - GetSkillGroups
    432
    - Syntax
      432
    - Parameters
      432
    - Return Value
      433
  - GetValue Methods
    435
  - IsAgent
    435
    - Syntax
      435
    - Parameters
      435
    - Return Value
      435
  - IsSupervisor
    435
    - Syntax
      436
    - Parameters
      436
    - Return Values
      436
  - Login
    436
    - Syntax
      436
    - Input Parameters
      437
    - Return Values
      438
    - Remarks
      438
  - Logout
    439
    - Syntax
      439
    - Input Parameters
      439
    - Return Values
      440
    - Remarks
      440
  - MakeCall
    440
    - Syntax
      440
    - Input Parameters
      441
    - Return Value
      446
    - Remarks
      446
  - MakeEmergencyCall
    446
    - Syntax
      446
    - Parameters
      447
    - Return Value
      447
    - Remarks
      447
  - QueryAgentState
    448
    - Syntax
      448
    - Input Parameters
      448
    - Return Values
      449
    - Remarks
      449
  - ReportBadCallLine
    449
    - Syntax
      449
    - Parameters
      449
    - Return Values
      450
  - RequestAgentTeamList
    450
    - Syntax
      450
    - Parameters
      450
    - Return Value
      450
    - Remarks
      451
  - RequestSupervisorAssist
    451
    - Syntax
      451
    - Parameters
      451
    - Return Values
      451
    - Remarks
      452
  - SendChatMessage
    452
    - Syntax
      452
    - Parameters
      452
    - Return Values
      453
    - Remarks
      453
  - SetAgentState
    453
    - Syntax
      453
    - Input Parameters
      454
    - Return Values
      455
    - Remarks
      455
  - StartMonitoringAgent
    455
    - Syntax
      455
    - Parameters
      456
    - Return Value
      456
    - Remarks
      456
  - StartMonitoringAgentTeam
    456
    - Syntax
      456
    - Parameters
      457
    - Return Value
      457
    - Remarks
      457
  - StartMonitoringAllAgentTeams
    457
    - Syntax
      457
    - Parameters
      458
    - Return Value
      458
    - Remarks
      458
  - StartMonitoringCall
    458
    - Description
      458
    - Syntax
      459
    - Parameters
      459
    - Return Value
      459
    - Remarks
      459
  - StopMonitoringAgent
    459
    - Syntax
      459
    - Parameters
      460
    - Return Value
      460
    - Remarks
      460
  - StopMonitoringAgentTeam
    460
    - Syntax
      460
    - Parameters
      461
    - Return Value
      461
    - Remarks
      461
  - StopMonitoringAllAgentTeams
    461
    - Syntax
      461
    - Parameters
      462
    - Return Value
      462
    - Remarks
      462
  - SuperviseCall
    462
    - Syntax
      462
    - Parameters
      463
    - Return Values
      463
    - Remarks
      463
Call Object
465
- Current Call Concept
  465
- Accessing ECC Variables
  466
- Retrieving ECC Variable Values
  466
- Adding ECC Values
  468
- Properties
  469
- Methods
  472
  - Arguments Parameters
    474
  - Alternate
    474
    - Syntax
      474
    - Parameters
      474
    - Return Values
      475
    - Remarks
      475
  - Answer
    475
    - Syntax
      476
    - Parameters
      476
    - Return Value
      476
    - Remarks
      476
  - Clear
    477
    - Syntax
      477
    - Parameters
      477
    - Return Value
      477
    - Remarks
      477
  - ClearConnection
    478
    - Syntax
      478
    - Parameters
      478
    - Return Value
      478
    - Remarks
      479
  - Conference
    479
    - Syntax
      479
    - Parameters
      480
    - Return Value
      480
    - Remarks
      480
  - GetCallContext
    481
    - Syntax
      481
    - Parameters
      481
    - Return Value
      481
    - Remarks
      483
  - GetCallData
    483
    - Syntax
      483
    - Parameters
      483
    - Return Value
      483
    - Remarks
      484
  - Hold
    484
    - Syntax
      484
    - Parameters
      485
    - Return Value
      485
    - Remarks
      485
  - MakeConsultCall
    485
    - Syntax
      486
    - Parameters
      486
    - Return Values
      490
    - Remarks
      491
  - Reconnect
    491
    - Syntax
      491
    - Parameters
      492
    - Return Values
      492
    - Remarks
      492
  - Retrieve
    493
    - Syntax
      493
    - Parameters
      493
    - Return Values
      493
    - Remarks
      493
  - SendDTMFSignal
    494
    - Syntax
      494
    - Parameters
      494
    - Return Values
      495
    - Remarks
      495
  - SetCallData
    496
    - Syntax
      496
    - Parameters
      496
    - Return Values
      496
    - Remarks
      496
  - SingleStepConference
    497
    - Syntax
      497
    - Parameters
      497
    - Return Values
      499
    - Remarks
      500
  - SingleStepTransfer
    500
    - Syntax
      500
    - Parameters
      501
    - Return Values
      501
  - Snapshot
    501
    - Syntax
      501
    - Parameters
      502
    - Return Values
      502
    - Remarks
      502
  - StartRecord
    502
    - Syntax
      502
    - Parameters
      503
    - Return Value
      503
    - Remarks
      503
  - StopRecord
    503
    - Syntax
      503
    - Parameters
      504
    - Return Value
      504
    - Remarks
      504
  - Transfer
    504
    - Syntax
      505
    - Parameters
      505
    - Return Values
      505
    - Remarks
      505
SkillGroup Object
507
- Properties
  507
- Statistics
  508
- Methods
  527
  - DisableSkillGroupStatistics
    528
    - Syntax
      528
    - Parameters
      528
    - Return Value
      528
    - Remarks
      529
  - DumpProperties
    529
  - EnableSkillGroupStatistics
    529
    - Syntax
      529
    - Parameters
      530
    - Return Value
      530
    - Remarks
      530
  - GetElement
    530
  - GetValue Methods
    530
  - IsValid
    531
  - SetValue
    531
Helper Classes
533
- Arg Class
  534
  - AddRef
    535
    - Syntax
      535
    - Parameters
      535
    - Return Values
      536
  - Clone
    536
    - Syntax
      536
    - Output Parameters
      536
    - Return Values
      536
  - CreateInstance
    537
    - Syntax
      537
    - Parameters
      537
    - Return Values
      537
    - Remarks
      537
  - DumpArg
    538
    - Syntax
      538
    - Parameters
      538
    - Return Values
      538
  - GetArgType (.NET only)
    538
    - Syntax
      539
    - Parameters
      539
    - Returns
      539
  - GetType
    539
    - Syntax
      539
    - Output Parameters
      539
    - Return Values
      540
  - GetValue Methods
    540
    - Syntax
      540
    - Parameters
      541
    - Return Values
      542
  - Release
    542
    - Syntax
      542
    - Parameters
      542
    - Return Values
      543
  - SetValue
    543
    - Syntax
      543
    - Parameters
      543
    - Return Values
      544
- Arguments Class
  545
  - Usage Notes
    546
  - AddItem (C++, COM, VB only)
    547
    - Syntax
      547
    - Parameters
      548
    - Return Value
      549
  - AddRef (C++ and COM only)
    549
    - Syntax
      549
    - Parameters
      549
    - Return Values
      549
  - Clear
    549
    - Syntax
      550
    - Parameters
      550
    - Return Value
      550
  - Clone
    550
    - Syntax
      550
    - Parameters
      551
    - Return Value
      551
  - CreateInstance (C++ and COM only)
    551
    - Syntax
      551
    - Parameters
      551
    - Return Value
      551
    - Remarks
      552
  - DumpArgs
    552
    - Syntax
      552
    - Parameters
      552
    - Return Values
      552
  - GetElement Methods
    553
    - Syntax
      553
  - Parameters
    554
    - Return Value
      554
  - GetValue Methods
    555
    - Syntax
      555
    - Parameters
      557
    - Return Values
      557
    - Remarks
      558
  - IsValid
    558
    - Syntax
      558
    - Parameters
      558
    - Return Values
      559
  - NumElements
    559
    - Syntax
      559
    - Parameters
      559
    - Return Value
      559
  - Release (C++ and COM only)
    560
    - Syntax
      560
    - Parameters
      560
    - Return Values
      560
  - RemoveItem
    560
    - Syntax
      560
    - Parameters
      561
    - Return Values
      561
  - SetElement (C++, COM, and VB only)
    561
    - Syntax
      561
    - Parameters
      562
    - Return Values
      562
  - SetValue
    562
    - Syntax
      562
    - Parameters
      564
    - Return Values
      564
    - Remarks
      564
- CILRefArg Class (C++, Java, and .NET only)
  565
  - GetType
    565
    - Syntax
      565
    - Output Parameters
      566
    - Return Values
      566
  - GetUniqueObjectID (Java and .NET only)
    566
    - Syntax
      566
    - Parameters
      566
    - Return Values
      566
    - Remarks
      566
  - GetValue
    567
    - Syntax
      567
    - Output Parameters
      567
    - Return Values
      567
  - SetValue
    567
    - Syntax
      567
    - Input Parameters
      567
    - Return Values
      568
- CCtiOsException Class (C++, Java, and .NET only)
  568
  - CCtiosException Constructor
    568
    - Syntax
      568
    - Input Parameters
      569
    - Return Values
      569
  - GetCode
    569
    - Syntax
      569
    - Parameters
      569
    - Return Values
      569
  - GetStatus
    570
    - Syntax
      570
    - Parameters
      570
    - Return Values
      570
  - GetString
    570
    - Syntax
      570
    - Parameters
      570
    - Return Values
      570
  - What
    571
    - Syntax
      571
    - Parameters
      571
    - Return Values
      571
- CWaitObject Class
  571
  - Methods
    571
  - CreateWaitObject
    572
  - DestroyWaitObject
    572
  - DumpEventMask
    572
    - Syntax
      573
    - Parameters
      573
    - Return Values
      573
  - GetMask
    573
    - Syntax
      573
    - Parameters
      573
    - Return Values
      573
  - GetTriggerEvent
    574
    - Syntax
      574
    - Parameters
      574
    - Return Values
      574
  - InMask
    574
    - Syntax
      574
    - Parameters
      574
    - Return Values
      575
  - SetMask
    575
    - Syntax
      575
    - Parameters
      575
    - Return Values
      575
  - WaitOnMultipleEvents
    575
    - Syntax
      575
    - Parameters
      576
    - Return Values
      576
- Logger Class (.NET and Java Only)
  576
  - Methods
    576
  - Logger() Constructor
    577
    - Syntax
      577
    - Parameters
      577
    - Return Values
      577
  - GetTraceMask
    578
    - Syntax
      578
    - Parameters
      578
    - Return Values
      578
  - SetTraceMask
    578
    - Syntax
      578
    - Parameters
      578
    - Return Values
      578
  - AddLogListener
    579
    - Syntax
      579
    - Parameters
      579
    - Return Values
      579
  - RemoveLogListener
    579
    - Syntax
      579
    - Parameters
      579
    - Return Values
      580
  - Trace
    580
    - Syntax
      580
    - Parameters
      580
    - Return Values
      580
- LogWrapper Class (.NET and Java Only)
  580
  - Methods
    581
  - LogWrapper() Constructor
    582
    - Syntax
      582
    - Parameters
      582
  - Return Values
    582
  - LogWrapper(String filename) Constructor
    583
    - Syntax
      583
    - Parameters
      583
  - Return Values
    583
  - LogWrapper(string, int, int, int) Constructor
    583
    - Syntax
      583
    - Parameters
      584
    - Return Values
      584
  - Dispose (.NET Only)
    584
    - Syntax
      585
    - Parameters
      585
    - Return Values
      585
  - GetMaxDaysBeforeExpire (.NET Only)
    585
    - Syntax
      585
    - Parameters
      585
    - Return Values
      585
  - SetMaxNumberFiles
    585
    - Syntax
      586
    - Parameters
      586
    - Return Values
      586
  - GetMaxNumberFiles (.NET Only)
    586
    - Syntax
      586
    - Parameters
      586
    - Return Values
      586
  - SetMaxDaysBeforeExpire
    587
    - Syntax
      587
    - Parameters
      587
    - Return Values
      587
  - ProcessConfigFile
    587
    - Syntax
      587
    - Parameters
      587
    - Return Values
      588
SilentMonitorManager Object
589
- Properties
  590
- Methods
  591
  - Argument Parameter Rules
    592
  - AcceptSilentMonitoring
    592
    - Syntax
      593
    - Parameters
      593
    - Return Values
      594
  - GetIPPhoneInfo
    594
    - Syntax
      594
    - Parameters
      595
    - Return Value
      595
  - GetSessionInfo
    596
    - Syntax
      596
    - Parameters
      596
    - Return Values
      597
  - GetSMSessionList
    598
    - Syntax
      598
    - Parameters
      598
    - Return Values
      598
  - IsMonitoredTarget
    599
    - Syntax
      599
    - Parameters
      599
    - Return Value
      599
  - SetIPPhoneInfo
    599
    - Syntax
      599
    - Parameters
      600
    - Return Values
      601
  - StartSilentMonitorRequest
    601
    - Syntax
      601
    - Parameters
      602
    - Return Values
      602
    - Remarks
      603
  - StartSMMonitoredMode
    603
    - Syntax
      603
    - Parameters
      603
    - Return Values
      604
  - StartSMMonitoringMode
    604
    - Syntax
      604
    - Parameters
      604
    - Return Values
      604
  - StopSilentMonitorMode
    604
    - Syntax
      605
    - Parameters
      605
    - Return Values
      605
  - StopSilentMonitorRequest
    605
    - Syntax
      605
    - Parameters
      605
    - Return Values
      606
CTI OS Keywords and Enumerated Types
607
- Keywords
  607
  - Java CIL Keywords
    608
  - .NET CIL Keywords
    608
- Enumerated Types
  608
CTI OS Logging
611
- Creating CTI OS Client Logs (COM and C++)
  611
  - How to Install the Tracing Mechanism (COM and C++)
    612
- Setting Trace Levels (COM and C++)
  612
- Configuring Tracing (COM and C++)
  612
- Logging and Tracing (Java)
  613
- Logging and Tracing (.NET)
  614
Migrating From CTI OS 6.0
621
- Introduction
  621
- Migrating a C++ CIL application
  622
- Migrating a COM CIL Application
  623
- Migrating a Visual Basic 6.0 to Use COM CIL
  627
  - Migrate to Visual Basic .NET and use .NET CIL
    627
  - Migrate to Visual Basic .NET and use CTIOS ActiveX Controls
    628
Index
631

Guía Del Desarrollador

Tamaño:

10 MB
Páginas:

640
Language:

English

Manuales abiertas

Guía Del Desarrollador

Tabla de contenidos

CTI OS Developer's Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
1
Contents
3
About This Guide
19
- Purpose
  19
- Audience
  19
- Conventions
  19
- Organization
  20
- Other Publications
  21
- Obtaining Documentation
  21
  - Cisco.com
    21
  - Product Documentation DVD
    21
  - Ordering Documentation
    22
- Documentation Feedback
  22
- Field Alerts and Field Notices
  22
- Cisco Product Security Overview
  22
  - Reporting Security Problems in Cisco Products
    23
- Obtaining Technical Assistance
  23
- Obtaining Additional Publications and Information
  25
Introduction
27
- Introduction to CTI
  27
- What is a CTI-Enabled Application?
  27
  - Screen Pop
    27
  - Agent State Control
    28
  - Third-Party Call Control
    28
- Leveraging CTI Application Event Flow
  28
  - Asynchronous Events
    28
  - Request-Response Paradigm
    29
- Overview of CTI OS
  30
CTI OS Client Interface Library Architecture
33
- Object Server Architecture
  33
- Client Interface Library Architecture
  33
  - Connection Layer
    34
  - Service Layer
    34
  - Object Interface Layer
    35
  - Custom Application
    35
- CIL Object Model
  35
  - Session Object
    35
    - Session Modes
      36
  - Agent Object
    36
  - Call Object
    36
  - SkillGroup Object
    36
  - Object Creation and Lifetime
    37
  - Reference Counting
    37
- Where To Go From Here
  43
CIL Coding Conventions
45
- CTIOS CIL Data Types
  45
- Asynchronous Program Execution
  46
- CIL Error Codes
  47
- COM Error Codes
  51
- Generic Interfaces
  51
- UniqueObjectID
  53
- Obtaining Objects from UniqueObjectIDs
  55
- Using Button Enablement Masks
  55
Building Your Application
57
- Setting Up Your Environment for .NET
  57
  - Integrating with Microsoft Visual Studio .NET 2003
    58
  - Adding CTIOS Toolkit 7.1(1) Components to the “Add Reference” Dialog Box
    58
  - Adding Cisco CTI OS ActiveX 7.1(1) Controls to the Toolbox
    58
- Integrating your Application with CTI OS via the CIL
  59
  - Planning and Designing Your Integration
    59
  - What Language and Interface to Use
    60
- Testing CTI Applications
  60
  - Developing a Test Plan
    61
  - Test Environment
    61
- Using the Samples
  61
- Using The CTI OS ActiveX Controls
  63
  - Building a Simple Softphone with ActiveX Controls
    63
  - Adding a Hook for Screenpops
    64
    - CTIOS SessionResolver
      64
    - Sample VB .NET code to Retrieve CallVariable1
      65
- Using the COM CIL in Visual Basic 6.0
  66
  - Referencing COM Components in Visual Basic 6.0
    66
  - Registering for Events in Visual Basic 6.0
    67
  - Next Steps
    68
- Using the COM CIL in Visual C++ 7.1(1)
  68
  - Adding COM Support to your Application
    68
    - Important Note About COM Method Syntax
      69
  - Using the CIL Dynamic Link Libraries
    69
  - Creating an Instance of a COM Object
    69
  - Subscribing and Unsubscribing to COM Events in C++
    69
  - Next Steps
    70
- Using the C++ CIL and Static Libraries
  70
  - Header Files and Libraries
    70
  - Project Settings for Compiling and Linking
    71
  - Subscribing for Events in C++
    74
  - STLPort
    74
  - Next Steps
    74
- Using the Java CIL Libraries
  74
  - Next Steps
    75
- Using the .NET CIL Libraries
  75
  - Next Steps
    75
- Connecting to the CTI OS Server
  75
  - How to Create the Session Instance
    76
    - Session Object Lifetime (C++ only)
      76
  - How to Set the Event Listener and Subscribe to Events
    76
  - How to Set Connection Parameters for the Session
    76
  - How to Connect the Session to the CTI OS Server
    77
  - Dealing with Connection Failures
    77
  - How to Set the Connection Mode
    79
  - Settings Download
    83
  - Disconnecting from CTI OS Server
    84
- Logging In and Logging Out an Agent
  85
  - How to Log In an Agent
    85
  - How to Handle Duplicate Log In Attempts
    86
  - How to Log Out an Agent
    90
    - Typical Logout Procedure
      90
- Working with Calls
  92
  - Handling Multiple Calls
    92
  - What is the Current Call?
    93
  - How to Get a Call Object
    93
  - How to Set the Current Call for the Session
    93
  - Call Wrapup
    93
  - Logout and NotReady Reason Codes
    94
  - When Does the Application Receive the OnButtonEnablementChange() Event?
    95
- Making Requests
  97
  - Preventing Multiple Duplicate Requests
    97
- Working with Events
  98
  - Handling Events in Order
    98
  - Coding Considerations for CIL Event Handling
    98
  - Monitoring the OnCallEnd() Event
    98
- Working with Agent Statistics
  99
  - Overview
    99
  - How to Set Up an Agent Application to Receive Agent Statistics
    99
  - How to Set Up a Monitor-Mode Application to Receive Agent Statistics
    100
  - Accessing Agent Statistics
    103
  - Changing Which Agent Statistics are Sent
    104
  - Agent Statistics Computed by the Sample CTI OS Desktop
    104
- Working with Skill Group Statistics
  104
  - Overview
    104
  - How to Set Up a Monitor-Mode Application to Receive Skill Group Statistics
    105
  - Accessing Skill Group Statistics
    106
  - Changing Which Skill Group Statistics are Sent
    107
  - Skill Group Statistics Computed by the Sample CTI OS Desktop
    107
- Enabling Silent Monitor in Your Application
  108
  - Enabling CTI OS Based Silent Monitoring in Your Application
    108
  - Enabling CCM Based Silent Monitoring in your Application
    112
- Deployment of Custom CTI OS Applications
  116
  - Deploying Applications Using the ActiveX Controls
    116
  - Deploying Applications Using COM (But Not ActiveX Controls)
    122
  - Deploying Applications using C++ CIL
    122
  - Deploying Applications using .NET CIL
    122
  - Custom Application and CTI OS Security
    123
- Building Supervisor Applications
  123
  - General Flow
    123
  - Monitored and Unmonitored Events
    124
  - Requesting and Monitoring the Supervisor’s Team(s)
    124
    - OnNewAgentTeamMember
      125
    - OnNewAgentTeamMember Events and Supervisors
      126
    - OnMonitoredAgentStateChange Events
      126
    - OnMonitoredAgentInfo Event
      127
    - Time in State
      127
    - OnSkillInfo Event
      127
    - Populating an Agent Grid
      127
  - Monitoring Agents
    129
  - Monitoring Calls
    133
    - MonitoredCallEvents
      133
    - Barging into Calls
      134
    - Intercepting Calls
      135
    - Updating Monitored Call Data
      135
- Sample Code in the CTI OS Toolkit
  136
  - .NET Samples
    136
    - CTI Toolkit Combo Desktop.NET
      136
    - CtiOs Data Grid.NET
      137
    - All Agents Sample.NET
      138
    - All Calls Sample.NET
      138
  - Java CIL Samples
    138
  - Win32 Samples
    138
CTI OS ActiveX Controls
139
- Property Pages
  141
- Button Controls and Grid Controls
  141
  - Button Controls
    141
  - Grid Controls
    141
  - Supervisor Status Bar
    142
- CTI OS ActiveX Control Descriptions
  142
  - AgentStateCtl
    142
    - Related Methods
      144
    - Related Events
      145
  - AgentSelectCtl
    147
    - Methods
      148
  - AgentStatisticsCtl
    152
    - Methods
      152
  - AlternateCtl
    156
  - AnswerCtl
    156
  - BadLineCtl
    157
  - CallAppearanceCtl
    157
    - Related Methods
      157
    - Related Events
      158
    - Methods
      158
  - ChatCtl
    162
    - Methods
      162
  - ConferenceCtl
    165
  - EmergencyAssistCtl
    167
  - HoldCtl
    167
  - MakeCallCtl
    167
  - ReconnectCtl
    169
  - SkillgroupStatisticsCtl
    169
    - Methods
      169
  - StatusBarCtl
    173
  - SupervisorOnlyCtl
    173
  - RecordCtl
    175
  - TransferCtl
    175
- The Silent Monitor StandAlone ActiveX Control
  177
  - Connect
    177
  - Disconnect
    177
  - StartMonitoring
    177
  - StopMonitoring
    178
  - SilentMonitor Com Object Events
    178
  - Deployment
    179
  - Sample Usage in Visual Basic 6.0
    179
Event Interfaces and Events
181
- Event Publication Model
  181
- ISessionEvents Interface
  182
  - OnConnection
    182
    - Syntax
      182
    - Parameters
      182
  - OnConnectionClosed
    182
  - OnConnectionFailure
    183
    - Syntax
      183
    - Parameters
      183
  - OnConnectionRejected
    183
    - Syntax
      183
    - Parameters
      183
  - OnCTIOSFailure
    183
    - Syntax
      184
    - Parameters
      184
    - Remarks
      185
  - OnCurrentAgentReset
    185
    - Syntax
      185
    - Parameters
      185
  - OnCurrentCallChanged
    185
    - Syntax
      186
    - Parameters
      186
  - OnFailure Event
    186
  - OnGlobalSettingsDownloadConf
    186
    - Syntax
      187
    - Parameters
      187
  - OnHeartbeat
    194
    - Syntax
      195
    - Parameters
      195
  - OnMissingHeartbeat
    195
    - Syntax
      195
    - Parameters
      195
  - OnMonitorModeEstablished
    195
    - Syntax
      196
    - Parameters
      196
  - OnSnapshotDeviceConf
    196
    - Syntax
      196
    - Parameters
      197
    - Remarks
      197
  - OnSnapshotSkillGroupList
    197
  - OnTranslationRoute
    197
    - Syntax
      197
    - Parameters
      198
- ICallEvents Interface
  199
  - OnAgentPrecallEvent
    199
    - Syntax
      199
    - Parameters
      199
  - OnAgentPrecallAbortEvent
    200
    - Syntax
      201
    - Parameters
      201
  - OnAlternateCallConf
    201
    - Syntax
      201
  - Parameters
    201
  - OnAnswerCallConf
    202
    - Syntax
      202
    - Parameters
      202
  - OnCallBegin
    202
    - Syntax
      202
    - Parameters
      202
  - OnCallCleared
    205
    - Syntax
      205
    - Parameters
      205
  - OnCallConnectionCleared
    206
    - Syntax
      206
    - Parameters
      206
  - OnCallConferenced
    206
    - Syntax
      207
    - Parameters
      207
  - OnCallDataUpdate
    208
    - Syntax
      208
    - Parameters
      209
  - OnCallDelivered
    210
    - Syntax
      210
    - Parameters
      211
  - OnCallDequeuedEvent
    211
    - Syntax
      211
    - Parameters
      212
  - OnCallDiverted
    212
    - Syntax
      212
    - Parameters
      212
  - OnCallEnd
    213
    - Syntax
      213
    - Parameters
      213
  - OnCallEstablished
    214
    - Syntax
      214
    - Parameters
      214
  - OnCallFailed
    215
    - Syntax
      215
    - Parameters
      215
  - OnCallHeld
    215
    - Syntax
      215
    - Parameters
      216
  - OnCallOriginated
    216
    - Syntax
      216
    - Parameters
      216
  - OnCallQueuedEvent
    217
    - Syntax
      217
    - Parameters
      217
  - OnCallReachedNetworkEvent
    218
    - Syntax
      218
    - Parameters
      218
  - OnCallRetrieved
    219
    - Syntax
      219
    - Parameters
      219
  - OnCallServiceInitiatedEvent
    219
    - Syntax
      219
    - Parameters
      220
  - OnCallStartRecordingConf
    220
    - Syntax
      220
    - Parameters
      220
  - OnCallStopRecordingConf
    221
    - Syntax
      221
    - Parameters
      221
  - OnCallTransferred
    221
    - Syntax
      221
    - Parameters
      221
  - OnClearCallConf
    223
    - Syntax
      223
    - Parameters
      223
  - OnClearConnectionConf
    223
    - Syntax
      223
    - Parameters
      224
  - OnConferenceCallConf
    224
    - Syntax
      224
    - Parameters
      224
  - OnConsultationCallConf
    224
    - Syntax
      224
    - Parameters
      225
  - OnControlFailureConf
    225
    - Syntax
      225
    - Parameters
      225
  - OnHoldCallConf
    225
    - Syntax
      225
    - Parameters
      226
  - OnMakePredictiveCallConf
    226
  - OnReconnectCallConf
    226
    - Syntax
      226
    - Parameters
      226
  - OnReleaseCallConf
    226
  - OnRetrieveCallConf
    226
    - Syntax
      227
    - Parameters
      227
  - OnSendDTMFConf
    227
    - Syntax
      227
    - Parameters
      227
  - OnSnapshotCallConf
    227
    - Syntax
      227
    - Parameters
      228
  - OnTransferCallConf
    229
    - Syntax
      229
    - Parameters
      230
- IAgentEvents Interface
  230
  - OnAgentDeskSettingsConf
    230
    - Syntax
      230
    - Parameters
      230
  - OnAgentInfoEvent
    232
    - Syntax
      232
    - Parameters
      232
  - OnAgentStateChange
    233
    - Syntax
      233
    - Parameters
      233
  - OnAgentStatistics
    234
    - Syntax
      234
    - Parameters
      235
  - OnChatMessage
    235
    - Syntax
      235
    - Parameters
      235
  - OnControlFailureConf
    235
    - Syntax
      236
    - Parameters
      236
  - OnEmergencyCall
    241
    - Syntax
      241
    - Parameters
      241
    - Remarks
      241
  - OnLogoutFailed
    241
    - Syntax
      242
    - Parameters
      242
  - OnMakeCallConf
    242
    - Syntax
      242
    - Parameters
      242
  - OnNewAgentTeamMember
    243
    - Syntax
      243
    - Parameters
      243
  - OnPostLogout
    244
    - Syntax
      245
    - Parameters
      245
    - Remarks
      246
  - OnPreLogout
    246
    - Syntax
      246
    - Parameters
      246
  - OnQueryAgentStateConf
    247
    - Syntax
      247
    - Parameters
      247
  - OnSetAgentModeEvent
    250
    - Syntax
      250
    - Parameters
      250
  - OnSetAgentStateConf
    250
    - Syntax
      251
    - Parameters
      251
  - OnStartMonitoringAgent
    251
    - Syntax
      251
    - Parameters
      251
    - Remarks
      251
  - OnStopMonitoringAgent
    251
    - Syntax
      252
    - Parameters
      252
    - Remarks
      252
  - OnUserMessageConf
    252
- ISkillGroupEvents Interface
  252
  - OnSkillGroupStatisticsUpdated
    252
    - Syntax
      252
    - Parameters
      253
  - OnSkillInfoEvent
    253
    - Parameters
      253
- IButtonEnablementEvents
  253
  - OnButtonEnablementChange
    253
    - Parameters
      254
  - OnSupervisorButtonChange
    256
    - Parameters
      256
    - Remarks
      256
- IMonitoredAgentEvents Interface
  256
- IMonitoredCallEvents Interface
  257
- ISilentMonitorEvents
  258
  - OnCallRTPStarted
    258
    - Syntax
      258
    - Parameters
      258
  - OnCallRTPStopped
    259
    - Syntax
      259
    - Parameters
      259
  - OnStartSilentMonitorConf
    260
    - Syntax
      260
    - Parameters
      260
  - OnSilentMonitorStartedEvent
    261
    - For CTI OS Based Silent Monitor
      261
    - For CCM Based Silent Monitor
      262
  - OnSilentMonitorStartRequestedEvent
    262
    - Syntax
      262
    - Parameters
      263
  - OnSilentMonitorSessionDisconnected
    263
    - Syntax
      263
    - Parameters
      264
  - OnSilentMonitorStopRequestedEvent
    264
    - For CTI OS Based Silent Monitor
      264
    - For CCM Based Silent Monitor
      265
  - OnSilentMonitorStatusReportEvent
    265
    - Syntax
      265
    - Parameters
      266
  - OnStopSilentMonitorConf
    267
    - Syntax
      267
    - Parameters
      268
  - OnRTPStreamTimedoutEvent
    268
    - Syntax
      268
    - Parameters
      268
- IGenericEvents Interface
  269
  - OnEvent
    269
    - Syntax
      269
- Java Adapter Classes
  269
  - IAllInOne
    269
  - IAgentEvents
    269
  - IButtonEnablementEvents
    269
  - ICallEvents
    270
  - ISkillGroupEvents
    270
- Events in Java CIL
  270
- Events in .NET CIL
  270
- Getting All Event Parameters
  271
  - How to Get All Parameters from an Event
    271
CtiOs Object
279
- Methods
  279
  - DumpProperties
    280
    - Syntax
      280
    - Parameters
      280
    - Return Value
      280
  - GetAllProperties
    280
    - Syntax
      280
    - Parameters
      281
    - Return Value
      281
  - GetElement
    281
    - Syntax
      281
    - Parameters
      281
    - Return Value
      282
  - GetLastError (Java and .NET only)
    282
    - Syntax
      282
    - Parameters
      282
    - Returns
      282
  - Remarks
    282
  - GetNumProperties
    283
    - Syntax
      283
    - Parameters
      283
    - Return Value
      283
  - GetPropertyName
    283
    - Syntax
      283
    - Parameters
      283
    - Return Value
      283
  - GetPropertyType
    284
    - Syntax
      284
    - Parameters
      284
    - Return Value
      284
  - GetValue
    285
    - Syntax
      285
    - Parameters
      285
    - Return Value
      285
  - GetValueArray
    285
    - Syntax
      285
    - Parameters
      286
    - Return Value
      286
  - GetValueBoolObj (Java and .NET only)
    286
    - Syntax
      286
    - Parameters
      286
    - Returns
      286
  - GetValueInt
    286
    - Syntax
      287
    - Parameters
      287
    - Return Value
      287
  - GetValueIntObj (Java only)
    287
    - Syntax
      287
    - Parameters
      288
    - Returns
      288
  - GetValueShortObj (Java only)
    288
    - Syntax
      288
    - Parameters
      288
    - Return Value
      288
  - GetValueString
    288
    - Syntax
      288
    - Parameters
      289
    - Return Value
      289
  - GetValueUIntObj (Java only)
    289
    - Syntax
      289
    - Parameters
      289
    - Returns
      289
  - GetValueUShortObj (Java only)
    290
    - Syntax
      290
    - Parameters
      290
    - Returns
      290
  - IsValid
    290
    - Syntax
      290
    - Parameters
      290
    - Return Value
      291
  - ReportError (Java and .NET only)
    291
    - Syntax
      291
    - Parameters
      291
    - Returns
      291
  - SetValue (Java and .NET)
    291
    - Syntax
      291
    - Parameters
      292
    - Returns
      292
  - SetValue (C++, COM, and VB)
    292
    - Syntax
      292
    - Parameters
      292
    - Return Values
      292
    - Remarks
      293
Session Object
295
- Session Object Properties
  295
- Methods
  297
  - AddEventListener (Java and .NET only)
    298
    - Syntax
      298
    - Parameters
      298
    - Returns
      299
  - AddListener Methods (C++ only)
    299
    - Syntax
      299
    - Remarks
      299
  - Connect
    299
    - Syntax
      299
    - Parameters
      300
    - Return Values
      300
    - Remarks
      300
  - CreateSilentMonitorManager
    301
    - Syntax
      301
    - Parameters
      302
    - Return Value
      302
    - Remarks
      302
  - CreateWaitObject (C++, Java, and .NET)
    302
    - Syntax
      302
    - Parameters
      302
    - Return Values
      302
  - DestroySilentMonitorManager
    303
    - Syntax
      303
    - Parameters
      303
    - Return Values
      303
    - Remarks
      303
  - DestroyWaitObject (C++ , Java, and .NET)
    303
    - Syntax
      303
    - Parameters
      303
    - Return Values
      304
    - Remarks
      304
  - DisableSkillGroupStatistics (C++ , Java, and .NET)
    304
    - Syntax
      304
    - Parameters
      304
    - Return Value
      304
    - Remarks
      304
  - Disconnect
    304
    - Syntax
      304
    - Parameters
      305
    - Return Values
      305
  - DumpProperties
    305
  - EnableSkillGroupStatistics (C++, Java, and .NET)
    305
    - Syntax
      305
    - Parameters
      305
    - Return Value
      305
    - Remarks
      305
  - GetAllAgents
    306
    - Syntax
      306
    - Parameters
      306
    - Return Values
      306
    - Remarks
      307
  - GetAllCalls
    308
    - Syntax
      308
    - Parameters
      309
    - Return Values
      309
    - Remarks
      310
  - GetAllProperties
    311
  - GetAllSkillGroups
    311
    - Syntax
      311
    - Parameters
      312
    - Return Values
      312
  - GetCurrentAgent
    312
    - Syntax
      312
    - Parameters
      312
    - Return Values
      312
  - GetCurrentCall
    313
    - Syntax
      313
    - Parameters
      313
    - Return Values
      313
  - GetCurrentSilentMonitor
    313
    - Syntax
      313
    - Return Values
      313
  - GetElement
    314
  - GetNumProperties
    314
  - GetObjectFromObjectID
    314
    - Syntax
      314
    - Parameters
      314
    - Return Values
      314
    - Remarks
      315
  - GetPropertyName
    315
  - GetPropertyType
    315
  - GetSystemStatus (Java, .NET, and C++ only)
    315
    - Syntax
      315
    - Parameters
      315
    - Returns
      315
  - GetValue Methods
    315
  - IsAgent
    315
    - Syntax
      316
    - Parameters
      316
    - Return Values
      316
  - IsCCMSilentMonitor
    316
    - Syntax
      316
    - Parameters
      316
    - Return Values
      316
  - IsSupervisor
    316
    - Syntax
      316
    - Parameters
      317
    - Return Values
      317
  - IsValid
    317
  - LogToServer
    317
    - Syntax
      317
    - Parameters
      317
    - Return Values
      317
  - RemoveEventListener (Java and .NET)
    318
    - Syntax
      318
    - Parameters
      318
    - Returns
      318
  - RemoveListener Methods (C++ only)
    318
    - Syntax
      318
    - Remarks
      319
  - RequestDesktopSettings
    319
    - Syntax
      319
    - Parameters
      319
    - Return Values
      319
    - Remarks
      319
  - SetAgent
    320
    - Syntax
      320
    - Parameters
      320
    - Return Values
      320
  - SetCurrentCall
    321
    - Syntax
      321
    - Parameters
      321
    - Return Values
      321
    - Remarks
      321
  - SetCurrentSilentMonitor
    322
    - Syntax
      322
    - Parameters
      322
    - Return Values
      322
    - Remarks
      322
  - SetMessageFilter
    322
    - Syntax
      322
    - Parameters
      322
    - Return Values
      323
    - Remarks
      323
  - SetSupervisorMonitorMode
    323
    - Syntax
      323
    - Parameters
      323
    - Return Values
      323
- Notes On Message Filters
  324
Agent Object
329
- Agent Object Properties
  329
- Agent Statistics
  330
- Methods
  337
  - Arguments Parameters
    339
  - DisableAgentStatistics
    339
    - Syntax
      339
    - Parameters
      340
    - Return Value
      340
  - DisableSkillGroupStatistics
    340
    - Syntax
      340
    - Parameters
      340
    - Return Value
      340
  - EnableAgentStatistics
    341
    - Syntax
      341
    - Parameters
      341
    - Return Value
      341
    - Remarks
      341
  - EnableSkillGroupStatistics
    341
    - Syntax
      341
    - Parameters
      342
    - Return Value
      342
    - Remarks
      342
  - GetAgentState
    342
    - Syntax
      342
    - Parameters
      342
    - Return Value
      342
  - GetAllProperties
    343
  - GetElement
    343
  - GetMonitoredAgent
    343
    - Syntax
      343
    - Parameters
      343
    - Return Value
      343
    - Remarks
      343
  - GetMonitoredCall
    343
    - Syntax
      343
    - Parameters
      344
    - Return Value
      344
    - Remarks
      344
  - GetNumProperties
    344
  - GetPropertyName
    344
  - GetPropertyType
    344
  - GetSkillGroups
    344
    - Syntax
      345
    - Parameters
      345
    - Return Value
      345
  - GetValue Methods
    346
  - IsAgent
    346
    - Syntax
      347
    - Parameters
      347
    - Return Value
      347
  - IsSupervisor
    347
    - Syntax
      347
    - Parameters
      347
    - Return Values
      347
  - Login
    347
    - Syntax
      348
    - Input Parameters
      348
    - Return Values
      349
    - Remarks
      349
  - Logout
    349
    - Syntax
      349
    - Input Parameters
      349
    - Return Values
      350
    - Remarks
      350
  - MakeCall
    350
    - Syntax
      350
    - Input Parameters
      351
    - Return Value
      354
    - Remarks
      354
  - MakeEmergencyCall
    355
    - Syntax
      355
    - Parameters
      355
    - Return Value
      355
    - Remarks
      355
  - QueryAgentState
    356
    - Syntax
      356
    - Input Parameters
      356
    - Return Values
      356
    - Remarks
      356
  - ReportBadCallLine
    356
    - Syntax
      357
    - Parameters
      357
    - Return Values
      357
  - RequestAgentTeamList
    357
    - Syntax
      357
    - Parameters
      357
    - Return Value
      358
    - Remarks
      358
  - RequestSupervisorAssist
    358
    - Syntax
      358
    - Parameters
      358
    - Return Values
      358
    - Remarks
      358
  - SendChatMessage
    359
    - Syntax
      359
    - Parameters
      359
    - Return Values
      359
    - Remarks
      360
  - SetAgentState
    360
    - Syntax
      360
    - Input Parameters
      360
    - Return Values
      361
    - Remarks
      361
  - StartMonitoringAgent
    361
    - Syntax
      361
    - Parameters
      361
    - Return Value
      362
    - Remarks
      362
  - StartMonitoringAgentTeam
    362
    - Syntax
      362
    - Parameters
      362
    - Return Value
      362
    - Remarks
      363
  - StartMonitoringAllAgentTeams
    363
    - Syntax
      363
    - Parameters
      363
    - Return Value
      363
    - Remarks
      363
  - StartMonitoringCall
    364
    - Description
      364
    - Syntax
      364
    - Parameters
      364
    - Return Value
      364
    - Remarks
      364
  - StopMonitoringAgent
    364
    - Syntax
      364
    - Parameters
      365
    - Return Value
      365
    - Remarks
      365
  - StopMonitoringAgentTeam
    365
    - Syntax
      365
    - Parameters
      365
    - Return Value
      365
    - Remarks
      366
  - StopMonitoringAllAgentTeams
    366
    - Syntax
      366
    - Parameters
      366
    - Return Value
      366
    - Remarks
      366
  - SuperviseCall
    366
    - Syntax
      367
    - Parameters
      367
    - Return Values
      367
    - Remarks
      367
Call Object
369
- Current Call Concept
  369
- Accessing ECC Variables
  370
- Retrieving ECC Variable Values
  370
- Adding ECC Values
  371
- Properties
  372
- Methods
  374
  - Arguments Parameters
    375
  - Alternate
    375
    - Syntax
      375
    - Parameters
      376
    - Return Values
      376
    - Remarks
      376
  - Answer
    376
    - Syntax
      376
    - Parameters
      377
    - Return Value
      377
    - Remarks
      377
  - Clear
    377
    - Syntax
      377
    - Parameters
      377
    - Return Value
      378
    - Remarks
      378
  - ClearConnection
    378
    - Syntax
      378
    - Parameters
      378
    - Return Value
      379
    - Remarks
      379
  - Conference
    379
    - Syntax
      379
    - Parameters
      379
    - Return Value
      380
    - Remarks
      380
  - GetCallContext
    380
    - Syntax
      380
    - Parameters
      380
    - Return Value
      381
    - Remarks
      381
  - GetCallData
    382
    - Syntax
      382
    - Parameters
      382
    - Return Value
      382
    - Remarks
      382
  - Hold
    383
    - Syntax
      383
    - Parameters
      383
    - Return Value
      383
    - Remarks
      383
  - MakeConsultCall
    383
    - Syntax
      384
    - Parameters
      384
    - Return Values
      387
    - Remarks
      387
  - Reconnect
    388
    - Syntax
      388
    - Parameters
      388
    - Return Values
      388
    - Remarks
      388
  - Retrieve
    389
    - Syntax
      389
    - Parameters
      389
    - Return Values
      389
    - Remarks
      389
  - SendDTMFSignal
    390
    - Syntax
      390
    - Parameters
      390
    - Return Values
      390
    - Remarks
      391
  - SetCallData
    391
    - Syntax
      391
    - Parameters
      391
    - Return Values
      391
    - Remarks
      391
  - SingleStepConference
    392
    - Syntax
      392
    - Parameters
      392
    - Return Values
      394
    - Remarks
      394
  - SingleStepTransfer
    394
    - Syntax
      395
    - Parameters
      395
    - Return Values
      395
  - Snapshot
    395
    - Syntax
      395
    - Parameters
      395
    - Return Values
      396
    - Remarks
      396
  - StartRecord
    396
    - Syntax
      396
    - Parameters
      396
    - Return Value
      396
    - Remarks
      396
  - StopRecord
    397
    - Syntax
      397
    - Parameters
      397
    - Return Value
      397
    - Remarks
      397
  - Transfer
    397
    - Syntax
      398
    - Parameters
      398
    - Return Values
      398
    - Remarks
      398
SkillGroup Object
399
- Properties
  399
- Statistics
  400
- Methods
  414
  - DisableSkillGroupStatistics
    414
    - Syntax
      414
    - Parameters
      414
    - Return Value
      415
    - Remarks
      415
  - DumpProperties
    415
  - EnableSkillGroupStatistics
    415
    - Syntax
      415
    - Parameters
      415
    - Return Value
      415
    - Remarks
      416
  - GetElement
    416
  - GetValue Methods
    416
  - IsValid
    416
  - SetValue
    416
Helper Classes
417
- Arg Class
  418
  - AddRef
    418
    - Syntax
      418
    - Parameters
      419
    - Return Values
      419
  - Clone
    419
    - Syntax
      419
    - Output Parameters
      419
    - Return Values
      419
  - CreateInstance
    419
    - Syntax
      419
    - Parameters
      420
    - Return Values
      420
    - Remarks
      420
  - DumpArg
    420
    - Syntax
      420
    - Parameters
      420
    - Return Values
      420
  - GetArgType (.NET only)
    420
    - Syntax
      421
    - Parameters
      421
    - Returns
      421
  - GetType
    421
    - Syntax
      421
    - Output Parameters
      421
    - Return Values
      421
  - GetValue Methods
    422
    - Syntax
      422
    - Parameters
      423
    - Return Values
      423
  - Release
    423
    - Syntax
      423
    - Parameters
      424
    - Return Values
      424
  - SetValue
    424
    - Syntax
      424
    - Parameters
      424
    - Return Values
      425
- Arguments Class
  425
  - Usage Notes
    426
  - AddItem (C++, COM, VB only)
    427
    - Syntax
      427
    - Parameters
      428
    - Return Value
      428
  - AddRef (C++ and COM only)
    428
    - Syntax
      428
    - Parameters
      428
    - Return Values
      428
  - Clear
    429
    - Syntax
      429
    - Parameters
      429
    - Return Value
      429
  - Clone
    429
    - Syntax
      429
    - Parameters
      429
    - Return Value
      430
  - CreateInstance (C++ and COM only)
    430
    - Syntax
      430
    - Parameters
      430
    - Return Value
      430
    - Remarks
      430
  - DumpArgs
    430
    - Syntax
      430
    - Parameters
      431
    - Return Values
      431
  - GetElement Methods
    431
    - Syntax
      431
  - Parameters
    432
    - Return Value
      432
  - GetValue Methods
    432
    - Syntax
      432
    - Parameters
      434
    - Return Values
      434
    - Remarks
      435
  - IsValid
    435
    - Syntax
      435
    - Parameters
      435
    - Return Values
      435
  - NumElements
    435
    - Syntax
      436
    - Parameters
      436
    - Return Value
      436
  - Release (C++ and COM only)
    436
    - Syntax
      436
    - Parameters
      436
    - Return Values
      436
  - RemoveItem
    436
    - Syntax
      436
    - Parameters
      437
    - Return Values
      437
  - SetElement (C++, COM, and VB only)
    437
    - Syntax
      437
    - Parameters
      437
    - Return Values
      438
  - SetValue
    438
    - Syntax
      438
    - Parameters
      439
    - Return Values
      439
    - Remarks
      439
- CILRefArg Class (C++, Java, and .NET only)
  440
  - GetType
    440
    - Syntax
      440
    - Output Parameters
      440
    - Return Values
      440
  - GetUniqueObjectID (Java and .NET only)
    440
    - Syntax
      441
    - Parameters
      441
    - Return Values
      441
    - Remarks
      441
  - GetValue
    441
    - Syntax
      441
    - Output Parameters
      441
    - Return Values
      441
  - SetValue
    441
    - Syntax
      441
    - Input Parameters
      442
    - Return Values
      442
- CCtiOsException Class (C++, Java, and .NET only)
  442
  - CCtiosException Constructor
    442
    - Syntax
      442
    - Input Parameters
      442
    - Return Values
      443
  - GetCode
    443
    - Syntax
      443
    - Parameters
      443
    - Return Values
      443
  - GetStatus
    443
    - Syntax
      443
    - Parameters
      443
    - Return Values
      443
  - GetString
    443
    - Syntax
      444
    - Parameters
      444
    - Return Values
      444
  - What
    444
    - Syntax
      444
    - Parameters
      444
    - Return Values
      444
- CWaitObject Class
  444
  - Methods
    445
  - CreateWaitObject
    445
  - DestroyWaitObject
    445
  - DumpEventMask
    445
    - Syntax
      445
    - Parameters
      445
    - Return Values
      446
  - GetMask
    446
    - Syntax
      446
    - Parameters
      446
    - Return Values
      446
  - GetTriggerEvent
    446
    - Syntax
      446
    - Parameters
      446
    - Return Values
      446
  - InMask
    447
    - Syntax
      447
    - Parameters
      447
    - Return Values
      447
  - SetMask
    447
    - Syntax
      447
    - Parameters
      447
    - Return Values
      447
  - WaitOnMultipleEvents
    447
    - Syntax
      448
    - Parameters
      448
    - Return Values
      448
- Logger Class (.NET and Java Only)
  448
  - Methods
    448
  - Logger() Constructor
    449
    - Syntax
      449
    - Parameters
      449
    - Return Values
      449
  - GetTraceMask
    449
    - Syntax
      449
    - Parameters
      449
    - Return Values
      449
  - SetTraceMask
    450
    - Syntax
      450
    - Parameters
      450
    - Return Values
      450
  - AddLogListener
    450
    - Syntax
      450
    - Parameters
      450
    - Return Values
      450
  - RemoveLogListener
    450
    - Syntax
      450
    - Parameters
      451
    - Return Values
      451
  - Trace
    451
    - Syntax
      451
    - Parameters
      451
    - Return Values
      451
- LogWrapper Class (.NET and Java Only)
  451
  - Methods
    452
  - LogWrapper() Constructor
    453
    - Syntax
      453
    - Parameters
      453
  - Return Values
    453
  - LogWrapper(String filename) Constructor
    453
    - Syntax
      453
    - Parameters
      453
  - Return Values
    453
  - LogWrapper(string, int, int, int) Constructor
    453
    - Syntax
      454
    - Parameters
      454
    - Return Values
      454
  - Dispose (.NET Only)
    454
    - Syntax
      454
    - Parameters
      454
    - Return Values
      455
  - GetMaxDaysBeforeExpire (.NET Only)
    455
    - Syntax
      455
    - Parameters
      455
    - Return Values
      455
  - SetMaxNumberFiles
    455
    - Syntax
      455
    - Parameters
      455
    - Return Values
      455
  - GetMaxNumberFiles (.NET Only)
    455
    - Syntax
      456
    - Parameters
      456
    - Return Values
      456
  - SetMaxDaysBeforeExpire
    456
    - Syntax
      456
    - Parameters
      456
    - Return Values
      456
  - ProcessConfigFile
    456
    - Syntax
      456
    - Parameters
      456
    - Return Values
      457
SilentMonitorManager Object
459
- Properties
  459
- Methods
  460
  - Argument Parameter Rules
    461
  - AcceptSilentMonitoring
    461
    - Syntax
      462
    - Parameters
      462
    - Return Values
      463
  - GetIPPhoneInfo
    463
    - Syntax
      463
    - Parameters
      463
    - Return Value
      463
  - GetSessionInfo
    464
    - Syntax
      464
    - Parameters
      464
    - Return Values
      465
  - GetSMSessionList
    465
    - Syntax
      465
    - Parameters
      465
    - Return Values
      465
  - IsMonitoredTarget
    466
    - Syntax
      466
    - Parameters
      466
    - Return Value
      466
  - SetIPPhoneInfo
    466
    - Syntax
      466
    - Parameters
      467
    - Return Values
      467
  - StartSilentMonitorRequest
    467
    - Syntax
      468
    - Parameters
      468
    - Return Values
      468
    - Remarks
      468
  - StartSMMonitoredMode
    469
    - Syntax
      469
    - Parameters
      469
    - Return Values
      470
  - StartSMMonitoringMode
    470
    - Syntax
      470
    - Parameters
      470
    - Return Values
      471
  - StopSilentMonitorMode
    471
    - Syntax
      471
    - Parameters
      471
    - Return Values
      471
  - StopSilentMonitorRequest
    471
    - Syntax
      471
    - Parameters
      472
    - Return Values
      472
CTI OS Keywords and Enumerated Types
473
- Keywords
  473
  - Java CIL Keywords
    474
  - .NET CIL Keywords
    474
- Enumerated Types
  474
  - Java Interfaces
    475
CTI OS Logging
477
- Creating CTI OS Client Logs (COM and C++)
  477
  - How to Install the Tracing Mechanism (COM and C++)
    477
- Setting Trace Levels (COM and C++)
  478
- Configuring Tracing (COM and C++)
  478
- Java CIL Logging Utilities
  479
  - ILogEvents
    479
  - LogEvent
    479
  - Logger
    479
    - Syntax
      480
  - LogEventsAdapter
    480
    - Syntax
      480
- Logging and Tracing (Java)
  480
- Logging and Tracing (.NET)
  481
Migrating From CTI OS 6.0
487
- Introduction
  487
- Migrating a C++ CIL application
  487
- Migrating a COM CIL Application
  488
- Migrating a Visual Basic 6.0 to Use COM CIL
  491
  - Migrate to Visual Basic .NET and use .NET CIL
    491
  - Migrate to Visual Basic .NET and use CTIOS ActiveX Controls
    491
Index
493

Guía Del Desarrollador

Tamaño:

10 MB
Páginas:

500
Language:

English

Manuales abiertas

/es/manuals/1631942/

Tabla de contenidos

Title
1
Contents
3
About This Guide
7
Chapter 1: What is CTI?
15
Chapter 2: Cisco CTI Server Software
29
Chapter 3: Cisco CTI Object Server (CTI OS) Software
43
- Overview of CTI OS
  43
- Using the Samples
  49
Chapter 4: Cisco CTI Desktop Software
51
Chapter 5: Cisco Agent Desktop (CAD) Software
53
- Cisco Agent Desktop
  53
Index
55
- A
  55
- B
  55
- C
  55
- D
  56
- E
  56
- F
  56
- I
  56
- J
  56
- O
  56
- P
  57
- R
  57
- S
  57
- T
  57
- U
  57
- V
  57
- W
  57

Tamaño:

1 MB
Páginas:

57
Language:

English

Manuales abiertas

/es/manuals/1631938/

Tabla de contenidos

CTI Product Description Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
1
Contents
3
About This Guide
7
Chapter 1. What is CTI?
17
Chapter 2. Cisco CTI Server Software
29
Chapter 3. Cisco CTI Object Server (CTI OS) Software
41
- Overview of CTI OS
  41
- Using the Samples
  48
Chapter 4. Cisco Agent Desktop (CAD) Software
49
- Cisco Agent Desktop
  49
Index
51
- A
  51
- B
  51
- C
  51
- D
  52
- E
  52
- F
  52
- I
  52
- M
  52
- P
  52
- R
  52
- S
  52
- T
  52
- U
  53
- W
  53

Tamaño:

500 KB
Páginas:

53
Language:

English

Manuales abiertas

/es/manuals/1602885/

Tabla de contenidos

CTI Product Description Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
1
Contents
3
About This Guide
7
What is CTI?
17
Cisco CTI Server Software
29
Cisco CTI Object Server (CTI OS) Software
41
- Overview of CTI OS
  41
- Using the Samples
  48
Cisco Agent Desktop (CAD) Software
49
- Cisco Agent Desktop
  49
Index
51
- A
  51
- B
  51
- C
  51
- D
  52
- E
  52
- F
  52
- I
  52
- M
  52
- P
  52
- R
  52
- S
  52
- T
  52
- U
  53
- W
  53

Tamaño:

700 KB
Páginas:

53
Language:

English

Manuales abiertas

Guía Del Usuario

Tabla de contenidos

Title
1
Contents
3
About This Guide
7
- Purpose
  7
- Audience
  7
- Conventions
  8
- Organization
  9
- Other Publications
  9
- Obtaining Documentation
  9
  - Cisco.com
    10
  - Documentation CD-ROM
    10
  - Ordering Documentation
    10
  - Documentation Feedback
    11
- Obtaining Technical Assistance
  11
  - Cisco.com
    11
  - Technical Assistance Center
    12
    - Cisco TAC Website
      13
    - Cisco TAC Escalation Center
      13
- Obtaining Additional Publications and Information
  14
Chapter 1: Introduction
17
Chapter 2: Starting Supervisor Desktop
21
Chapter 3: Supervisor Softphone
27
- Softphone User Interface
  28
  - Supervisor State Control
    28
  - Supervisor Call Control
    29
  - Tools
    29
  - Call Appearance Grid
    30
  - Supervisor Status Bar
    30
- Processing Calls
  30
  - Making Calls
    30
  - Answering Calls
    32
  - Hanging Up Calls
    32
  - Transferring Calls
    32
  - Conferencing Calls
    33
  - Sending DTMF Tones
    35
Chapter 4: Managing Agents
37
- Team State Information
  38
- Agent State Control
  38
- Monitoring Calls
  39
- Emergency and Supervisor Assist Calls
  42
- Chat
  42
- Call Recording
  43
Chapter 5: Statistical Information
45
- Agent Statistics
  45
- Skill Group Statistics
  55
Index
75

Guía Del Usuario

Tamaño:

1 MB
Páginas:

76
Language:

English

Manuales abiertas

Guía Del Usuario

Tabla de contenidos

Cisco ICM Software CTI OS Agent Desktop User Guide
1
Contents
3
About This Guide
5
Starting and Logging Into CTI OS Agent Desktop
13
- Starting CTI OS Agent Desktop
  13
- Logging In
  14
- Logging Out
  16
Changing Agent States
19
Processing Calls
23
- Making Calls
  23
- Answering Calls
  25
- Hanging Up Calls
  25
- Transferring Calls
  25
- Conferencing Calls
  26
- Sending DTMF Tones
  28
Entering Wrapup Data
31
- Wrapup Data Requirements
  31
- The Wrapup Dialog Box
  32
Communicating with Other Call Center Personnel
35
- CTI OS Chat
  35
- Requesting Supervisory Assistance
  37
Interpreting Call and Statistical Information
39
- Call Information
  40
- Agent Statistics
  40
- Skill Group Statistics
  50
Index
71
- A
  71
- C
  71
- D
  71
- H
  71
- L
  71
- M
  71
- N
  71
- R
  71
- S
  71
- T
  71
- W
  72

Guía Del Usuario

Tamaño:

1 MB
Páginas:

72
Language:

English

Manuales abiertas

Guía Del Usuario

Tabla de contenidos

Guía Del Usuario

Tamaño:

2 MB
Páginas:

66
Language:

English

Manuales abiertas

Guía Del Usuario

Tabla de contenidos

Guía Del Usuario

Tamaño:

1 MB
Páginas:

80
Language:

English

Manuales abiertas

Guía Del Usuario

Tabla de contenidos

Guía Del Usuario

Tamaño:

1 MB
Páginas:

66
Language:

English

Manuales abiertas

Guía Del Usuario

Tabla de contenidos

Guía Del Usuario

Tamaño:

600 KB
Páginas:

74
Language:

English

Manuales abiertas

Guía Del Usuario

Tabla de contenidos

Guía Del Usuario

Tamaño:

1 MB
Páginas:

64
Language:

English

Manuales abiertas

Guía Del Usuario

Tabla de contenidos

Guía Del Usuario

Tamaño:

900 KB
Páginas:

60
Language:

English

Manuales abiertas

Guía Del Usuario

Tabla de contenidos

Guía Del Usuario

Tamaño:

2 MB
Páginas:

68
Language:

English

Manuales abiertas

Guía Del Usuario

Tabla de contenidos

CTI OS Agent Desktop User Guide for Cisco Unified ICM/CC Enterprise & Hosted
1
Contents
3
About This Guide
7
Starting and Logging Into CTI Toolkit Agent Desktop
19
- Starting CTI Toolkit Agent Desktop
  20
- Logging In
  21
- Logging Out
  23
- IP Communicator
  25
Changing Agent States
27
Processing Calls
31
Entering Wrapup Data
43
- Wrapup Data Requirements
  43
- The Wrapup Dialog Box
  44
Communicating with Other Call Center Personnel
47
- CTI OS Chat
  47
- Requesting Supervisory Assistance
  49
Interpreting Call and Statistical Information
51
Index
83
- A
  83
- C
  83
- D
  83
- H
  83
- K
  83
- L
  83
- M
  83
- N
  83
- R
  83
- S
  83
- T
  84
- W
  84

Guía Del Usuario

Tamaño:

1 MB
Páginas:

84
Language:

English

Manuales abiertas

Guía Del Usuario

Tabla de contenidos

Guía Del Usuario

Tamaño:

1 MB
Páginas:

62
Language:

English

Manuales abiertas

Guía Del Usuario

Tabla de contenidos

CTI OS Agent Desktop User Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
1
Contents
3
About This Guide
7
Chapter 1. Starting and Logging Into CTI Toolkit Agent Desktop
19
- Starting CTI Toolkit Agent Desktop
  20
- Logging In
  21
- Logging Out
  22
- IP Communicator
  24
Chapter 2. Changing Agent States
27
Chapter 3. Processing Calls
31
Chapter 4. Entering Wrapup Data
43
- Wrapup Data Requirements
  43
- The Wrapup Dialog Box
  44
Chapter 5. Communicating with Other Call Center Personnel
47
- CTI OS Chat
  47
- Requesting Supervisory Assistance
  49
Chapter 6. Interpreting Call and Statistical Information
51
Index
83
- A
  83
- C
  83
- D
  83
- H
  83
- K
  83
- L
  83
- M
  83
- N
  83
- R
  83
- S
  83
- T
  84
- W
  84

Guía Del Usuario

Tamaño:

600 KB
Páginas:

84
Language:

English

Manuales abiertas

/es/manuals/1704846/

Tabla de contenidos

Tamaño:

2 MB
Páginas:

40
Language:

English

Manuales abiertas

/es/manuals/1708469/

Tabla de contenidos

Tamaño:

2 MB
Páginas:

30
Language:

English

Manuales abiertas

/es/manuals/1631688/

Tabla de contenidos

Tamaño:

2 MB
Páginas:

30
Language:

English

Manuales abiertas