Cisco Cisco Computer Telephony Integration Option 9.0 開発者ガイド
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CTI OS Developer’s Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 8.0(1)
Chapter 4 Building Your Application
Building Supervisor Applications
Events Processed:
OnNewAgentTeamMember
OnMonitoredAgentStateChange
OnMonitoredAgentInfo
OnSkillInfo
OnMonitoredAgentStateChange
OnMonitoredAgentInfo
OnSkillInfo
The following diagram illustrates the flow of messages between the application and CTI OS Server when
the supervisor application requests its team and then requests to monitor the team. Since logging in a
supervisor is the same as logging in an agent, this diagram picks up at the first AgentStateEvent after the
agent has logged in.
the supervisor application requests its team and then requests to monitor the team. Since logging in a
supervisor is the same as logging in an agent, this diagram picks up at the first AgentStateEvent after the
agent has logged in.
Figure 4-8
Message Flow between the Application and the CTI OS Server
The requests leading up to and including Agent.StartMonitoringAgent() is in
CTIObject.StartMonitoringAgent(). When writing a supervisor application, the developer should call
Agent.RequestAgentTeamList() and Agent.StartMonitoringAllAgentTeams(). The developer should
call these methods once the supervisor has logged in. In the CTI OS Toolkit Combo Desktop, this is
done when processing the eAgentStateEvent in the SupervisorUIManager class’
ProcessAgentStateEvent() method. SupervisorUIManager checks to see that the current agent is a
supervisor. If so and if CTIObject.StartMonitoringTeams() has not already been called,
CTIObject.StartMonitoringTeams() is called. CTIObject.StartMonitoringTeams() then calls
Agent.RequestAgentTeamList() and Agent.StartMonitoringAllAgentTeams().
CTIObject.StartMonitoringAgent(). When writing a supervisor application, the developer should call
Agent.RequestAgentTeamList() and Agent.StartMonitoringAllAgentTeams(). The developer should
call these methods once the supervisor has logged in. In the CTI OS Toolkit Combo Desktop, this is
done when processing the eAgentStateEvent in the SupervisorUIManager class’
ProcessAgentStateEvent() method. SupervisorUIManager checks to see that the current agent is a
supervisor. If so and if CTIObject.StartMonitoringTeams() has not already been called,
CTIObject.StartMonitoringTeams() is called. CTIObject.StartMonitoringTeams() then calls
Agent.RequestAgentTeamList() and Agent.StartMonitoringAllAgentTeams().
If these requests are successful, the desktop will begin receiving OnNewAgentTeamMember,
OnMonitoredAgentStateChange, and MonitoredAgentInfoEvent events. The next sections describe how
to handle each of these events.
OnMonitoredAgentStateChange, and MonitoredAgentInfoEvent events. The next sections describe how
to handle each of these events.