Cisco Cisco Computer Telephony Integration OS 8.5 Guia Do Programador

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CTI OS Developer’s Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted

Release 7.5(1)

Chapter 4 Building Your Application

Enabling Silent Monitor in Your Application

currently silent monitored. The AgentCallReference parameter must be set to the unique object ID of
the call that resulted from the initiation of silent monitor (Agent.SuperviseCall(eSupervisorMonitor)).
The application receives the SilentMonitorStopRequestedEvent event when the stop silent monitoring
request is processed.

Figure 4-6

illustrates the message flow.

Figure 4-6

Message Flow when Ending a CCM Based Silent Monitor Request

The silent monitor call can also be released using the Call.Clear() method.

Code Sample for Ending a Silent Monitor Session

Agent curAgent = session.GetCurrentAgent();

string monAgentID;

curAgent.GetValueString(

Enum_CtiOs.CTIOS_SILENTMONITOR_TARGET_AGENTUID,

out

monAgentID);

string monCallID;

curAgent.GetValueString(

Enum_CtiOs.CTIOS_SILENTMONITOR_CALLUID,

out

monCallID);

Arguments args =

new

Arguments() ;

args.SetValue(Enum_CtiOs.CTIOS_AGENTREFERENCE, monAgentID) ;

args.SetValue(Enum_CtiOs.CTIOS_AGENTCALLREFERENCE, monCallID) ;

args.SetValue(

Enum_CtiOs.CTIOS_SUPERVISORYACTION,

SupervisoryAction.eSupervisorClear) ;

CilError ret = curAgent.SuperviseCall(args) ;