Cisco Cisco Computer Telephony Integration OS 8.5 Guia Do Programador
5-2
CTI OS Developer’s Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
Cisco CTI OS Release 7.2(1)
Chapter 5 CTI OS ActiveX Controls
AnswerCtl
Provides UI to answer a call. Only a call with state
“LCS_Alerting” (Ringing) can be answered.
“LCS_Alerting” (Ringing) can be answered.
BadLineCtl
Provides a UI to report a Bad Line, e.g. bad voice
quality or equipment problems.
quality or equipment problems.
CallAppearanceCtl
A grid control displaying call information, including
call status and context data,
call status and context data,
ConferenceCtl
Provides UI to place a conference call in single step
or consultative mode.
or consultative mode.
HoldCtl
Provides UI to put calls on hold and retrieve them.
MakeCallCtl
Provides UI to enter a telephone number and place a
make call request.
make call request.
ReconnectCtl
Provides a UI for reconnect requests. If an agent has
Call A active and Call B on hold, reconnect will
hang up call A and make Call B active. Useful during
consult calls to return to the original call.
Call A active and Call B on hold, reconnect will
hang up call A and make Call B active. Useful during
consult calls to return to the original call.
StatusBarCtl
Visually displays information about the logged on
agent (id, instrument, extension, current state).
agent (id, instrument, extension, current state).
RecordCtl
Provides UI for Call Recording requests (start/stop
recording), the requests will be forwarded to CTI
Server, so they can be handled by a configured call
recording service.
recording), the requests will be forwarded to CTI
Server, so they can be handled by a configured call
recording service.
TransferCtl
Provides UI to transfer a call in single step or
consultative mode.
consultative mode.
Statistics Controls
AgentStatisticsCtl
A grid control displaying real-time agent statistics.
Columns are configurable at CTI OS server (see the
CTI OS System Manager's Guide for Cisco
ICM/IPCC Enterprise & Hosted Editions).
Columns are configurable at CTI OS server (see the
CTI OS System Manager's Guide for Cisco
ICM/IPCC Enterprise & Hosted Editions).
SkillgroupStatisticsCtl
A grid control displaying real time skill group
statistics. Columns are configurable at CTI OS
server (see the CTI OS System Manager's Guide for
Cisco ICM/IPCC Enterprise & Hosted Editions).
statistics. Columns are configurable at CTI OS
server (see the CTI OS System Manager's Guide for
Cisco ICM/IPCC Enterprise & Hosted Editions).
Supervisor Controls
AgentSelectCtl
Supervisor specific; displays all agent team
members of a supervisor (configured by ICM),
including agent name, agentid, agentstate,
timeinstate and skillgroups.
members of a supervisor (configured by ICM),
including agent name, agentid, agentstate,
timeinstate and skillgroups.
SupervisorOnlyCtl
Provides UI for Supervisor functions including
Barge-In, Intercept, logout monitored agent and
make monitored agent ready.
Barge-In, Intercept, logout monitored agent and
make monitored agent ready.
SilentMonitorCtl.dll
Standalone control that provides the capability of
creating a monitoring application that connects to
CTI OS, but does not need to login as a supervisor.
creating a monitoring application that connects to
CTI OS, but does not need to login as a supervisor.
Table 5-1
CTI OS ActiveX Controls (continued)
Control
Description