Cisco Cisco Computer Telephony Integration Option 9.0 Guia Do Programador
5-21
CTI OS Developer’s Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.1(1)
Chapter 5 CTI OS ActiveX Controls
CTI OS ActiveX Control Descriptions
Intercept: Intercept can only be applied on a previously barged in call. The
monitored agent will be dropped out of the call and the supervisor is left with the
customer in a call.
monitored agent will be dropped out of the call and the supervisor is left with the
customer in a call.
Together with the AgentSelectCtl and the CallAppearanceCtl (in monitor mode)
the SupervisorOnlyCtl is used in the CTI OS Supervisor Desktop application to
build the Agent Real Time Status window, as shown in
the SupervisorOnlyCtl is used in the CTI OS Supervisor Desktop application to
build the Agent Real Time Status window, as shown in
.
Figure 5-14 Supervisor Softphone Agent-RealTime Status Window
This window shows the AgentSelectCtl and the CallappearanceCtl in monitor
mode on the right side and four instances of the SupervisorOnlyCtl on the left
side. From top to bottom they are: “Make Monitored Agent Ready” (disabled,
since Agent 5101 is talking), “Logout monitored Agent”], Barge-in and Intercept.
mode on the right side and four instances of the SupervisorOnlyCtl on the left
side. From top to bottom they are: “Make Monitored Agent Ready” (disabled,
since Agent 5101 is talking), “Logout monitored Agent”], Barge-in and Intercept.
Start Silent Monitor: Initiates a silent monitor session with the currently
monitored agent
monitored agent