Cisco Cisco Computer Telephony Integration Option 8.5 Guide Du Développeur
Chapter 5 CTI OS ActiveX Softphone Controls
5-2
Cisco ICM Software CTI OS Developer’s Guide Release 6.0(0)
ChatCtl
Provides UI to send text messages to a supervisor or
(if allowed) to other agents.
(if allowed) to other agents.
EmergencyAssistCtl
Provides UI to place Emergency and Supervisor
Assist calls. These calls allow agents to
conveniently contact a supervisor if they need help.
The corresponding ICM scripts must be configured
in order for this control to work.
Assist calls. These calls allow agents to
conveniently contact a supervisor if they need help.
The corresponding ICM scripts must be configured
in order for this control to work.
Call Related Controls
AlternateCtl
Provides UI for alternate requests. If an agent has
Call A active and Call B on hold, alternate will put
call A on hold and make Call B active. Useful during
consult calls.
Call A active and Call B on hold, alternate will put
call A on hold and make Call B active. Useful during
consult calls.
AnswerCtl
Provides UI to answer a call. Only a call with state
“LCS_Alerting” (Ringing) can be answered.
“LCS_Alerting” (Ringing) can be answered.
BadLineCtl
Provides a UI to report a Bad Line, e.g. bad voice
quality or equipment problems.
quality or equipment problems.
CallAppearanceCtl
A grid control displaying call information, including
call status and context data,
call status and context data,
ConferenceCtl
Provides UI to place a conference call in single step
or consultative mode.
or consultative mode.
HoldCtl
Provides UI to put calls on hold and retrieve them.
MakeCallCtl
Provides UI to enter a telephone number and place a
make call request.
make call request.
ReconnectCtl
Provides a UI for reconnect requests. If an agent has
Call A active and Call B on hold, reconnect will
hang up call A and make Call B active. Useful during
consult calls to return to the original call.
Call A active and Call B on hold, reconnect will
hang up call A and make Call B active. Useful during
consult calls to return to the original call.
StatusBarCtl
Visually displays information about the logged on
agent (id, instrument, extension, current state).
agent (id, instrument, extension, current state).
Table 5-1
CTI OS ActiveX Controls (continued)
Control
Description