Cisco Cisco Computer Telephony Integration Option 8.5 사용자 매뉴얼

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/ko/manuals/1702554/

차례

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

크기:

737킬로바이트
페이지:

34
Language:

English

매뉴얼 열기

개발자 가이드

차례

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

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차례

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

크기:

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276
Language:

English

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설치 가이드

차례

크기:

1.21메가바이트
페이지:

41
Language:

English

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문제 해결 가이드

차례

크기:

863킬로바이트
페이지:

70
Language:

English

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문제 해결 가이드

차례

크기:

1.65메가바이트
페이지:

70
Language:

English

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문제 해결 가이드

차례

크기:

630킬로바이트
페이지:

86
Language:

English

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문제 해결 가이드

차례

크기:

831킬로바이트
페이지:

86
Language:

English

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문제 해결 가이드

차례

크기:

1.77메가바이트
페이지:

76
Language:

English

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참조 가이드

차례

크기:

1.72메가바이트
페이지:

152
Language:

English

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참조 가이드

차례

크기:

1.13메가바이트
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160
Language:

English

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참조 가이드

차례

크기:

2.67메가바이트
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120
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기술 참조

차례

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

크기:

2.09메가바이트
페이지:

274
Language:

English

매뉴얼 열기

릴리즈 노트

차례

크기:

445킬로바이트
페이지:

50
Language:

English

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개발자 가이드

차례

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

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차례

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

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Language:

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개발자 가이드

차례

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3.2메가바이트
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262
Language:

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개발자 가이드

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814킬로바이트
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Language:

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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

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차례

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

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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

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차례

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

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차례

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

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차례

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

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차례

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

크기:

1.29메가바이트
페이지:

57
Language:

English

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/ko/manuals/1631938/

차례

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

크기:

535킬로바이트
페이지:

53
Language:

English

매뉴얼 열기

/ko/manuals/1602885/

차례

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

크기:

741킬로바이트
페이지:

53
Language:

English

매뉴얼 열기

사용자 가이드

차례

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

크기:

1.22메가바이트
페이지:

76
Language:

English

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사용자 가이드

차례

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

크기:

1.15메가바이트
페이지:

72
Language:

English

매뉴얼 열기

사용자 가이드

차례

크기:

1.5메가바이트
페이지:

66
Language:

English

매뉴얼 열기

사용자 가이드

차례

크기:

1.3메가바이트
페이지:

80
Language:

English

매뉴얼 열기

사용자 가이드

차례

크기:

1.4메가바이트
페이지:

66
Language:

English

매뉴얼 열기

사용자 가이드

차례

크기:

592킬로바이트
페이지:

74
Language:

English

매뉴얼 열기

사용자 가이드

차례

크기:

1.33메가바이트
페이지:

64
Language:

English

매뉴얼 열기

사용자 가이드

차례

크기:

860킬로바이트
페이지:

60
Language:

English

매뉴얼 열기

사용자 가이드

차례

크기:

1.87메가바이트
페이지:

68
Language:

English

매뉴얼 열기

사용자 가이드

차례

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

크기:

1.39메가바이트
페이지:

84
Language:

English

매뉴얼 열기

사용자 가이드

차례

크기:

1.39메가바이트
페이지:

62
Language:

English

매뉴얼 열기

사용자 가이드

차례

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

크기:

637킬로바이트
페이지:

84
Language:

English

매뉴얼 열기

/ko/manuals/1704846/

차례

크기:

2.32메가바이트
페이지:

40
Language:

English

매뉴얼 열기

/ko/manuals/1708469/

차례

크기:

2.19메가바이트
페이지:

30
Language:

English

매뉴얼 열기

/ko/manuals/1631688/

차례

크기:

1.66메가바이트
페이지:

30
Language:

English

매뉴얼 열기