Cisco Cisco Computer Telephony Integration Option 8.5 개발자 가이드
5-2
CTI OS Developer’s Guide for Cisco Unified Contact Center Enterprise
Release 8.5(3)
Chapter 5 CTI OS ActiveX Controls
AlternateCtl
Provides UI for alternate requests. If an agent has Call A active and
Call B on hold, alternate puts call A on hold and makes Call B
active. Useful during consult calls.
Call B on hold, alternate puts call A on hold and makes 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.
(Ringing) can be answered.
BadLineCtl
Provides a UI to report a Bad Line, such as bad voice quality or
equipment problems.
equipment problems.
CallAppearanceCtl
A grid control displaying call information, including call status and
context data.
context data.
ConferenceCtl
Provides UI to place a conference call in single step or consultative
mode.
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.
request.
ReconnectCtl
Provides a UI for reconnect requests. If an agent has Call A active
and Call B on hold, reconnect hangs up call A and makes Call B
active. Useful during consult calls to return to the original call.
and Call B on hold, reconnect hangs up call A and makes 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).
instrument, extension, current state).
RecordCtl
Provides UI for Call Recording requests (start/stop recording), the
requests are forwarded to CTI Server, so they care handled by a
configured call recording service.
requests are forwarded to CTI Server, so they care handled by a
configured call recording service.
TransferCtl
Provides UI to transfer a call in single step or consultative mode.
Statistics Controls
AgentStatisticsCtl
A grid control displaying real-time agent statistics. Columns are
configurable at CTI OS server (see the CTI OS System Manager's
Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted).
configurable at CTI OS server (see the CTI OS System Manager's
Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted).
SkillgroupStatisticsCtl
A grid control displaying real time skill group statistics. Columns
are configurable at CTI OS server (see the CTI OS System
Manager's Guide for Cisco Unified ICM/Contact Center Enterprise
& Hosted).
are configurable at CTI OS server (see the CTI OS System
Manager's Guide for Cisco Unified ICM/Contact Center Enterprise
& Hosted).
Supervisor Controls
AgentSelectCtl
Supervisor specific; displays all agent team members of a
supervisor (configured by Unified ICM), including agent name,
agentid, agentstate, timeinstate and skillgroups.
supervisor (configured by Unified ICM), including agent name,
agentid, agentstate, timeinstate and skillgroups.
SupervisorOnlyCtl
Provides UI for Supervisor functions including Barge-In, Intercept,
logout monitored agent and make monitored agent ready.
logout monitored agent and make monitored agent ready.
SilentMonitorCtl.dll
Standalone control that can create a monitoring application that
connects to CTI OS, but does not need to login as a supervisor.
connects to CTI OS, but does not need to login as a supervisor.
Table 5-1
CTI OS ActiveX Controls (continued)
Control
Description