The following rules apply to the optional_args and reserved_args parameters in Call Object methods:

• In VB, you can ignore these parameters altogether. For example, you can treat the line:

  Answer([reserved_args As IArguments]) As Long

  as follows:

  Answer()

• To ignore these parameters in COM you must send a NULL, as shown:

  Answer (NULL)

The DisableAgentStatistics method is sent by an agent to request that real-time statistics stop being sent to that agent.

Syntax

C++

int DisableAgentStatistics (Arguments& reserved_args)

COM

HRESULT DisableAgentStatistics (/*[in]*/ IArguments reserved_args, /* [out, retval]*/ int * errorcode)

VB

DisableAgentStatistics (reserved_args As CTIOSCLIENTLib.IArguments) As Long

Java

int DisableAgentStatistics (Arguments reservedargs)

.NET

CilError DisableAgentStatistics(Arguments args)

Parameters

.NET:args

Not currently used, reserved for future use.

All Others:reserved_args

Not currently used, reserved for future use.

errorcode

An output parameter (return parameter in VB) that contains an error code from Table 1.

Return Value

Default CTI OS return values. For more information, see CIL Coding Conventions.

The DisableSkillGroupStatistics method is sent by an agent to request that real-time statistics stop being sent to that agent.

Syntax

C++

int DisableSkillGroupStatistics (Arguments& optional_args)

COM

HRESULT DisableSkillGroupStatistics (/* [in, optional]*/ IArguments * optional_args, /* [out, retval]*/ int * errorcode)

VB

DisableSkillGroupStatistics (optional_args As CTIOSCLIENTLib.IArguments) As Long

Java

int DisableSkillGroupStatistics (Arguments optional_args

.NET

CilError DisableSkillGroupStatistics(Arguments args)

Parameters

optional_args

An optional input parameter containing a pointer or a reference to an Arguments array containing a member that is a nested Arguments array with the keyword SkillGroupNumbers. Within this array, for each skill group to be disabled, specify a string key of an integer starting with 1 and an integer value for skill group number and specify a string key of an integer and integer value for skill group priority. If the parameter is NULL or missing, statistics are disabled for all skill groups to which the agent belongs.

errorcode

An output parameter (return parameter in VB) that contains an error code from Table 1.

Return Value

Default CTI OS return values. For more information, see CIL Coding Conventions.

The EnableAgentStatistics method is sent by an agent to request that real-time statistics be sent to that agent.

Syntax

C++

int EnableAgentStatistics(Arguments& reserved_args)

COM

HRESULT EnableAgentStatistics (/*[in]*/ IArguments* reserved_args, /* [out, retval]*/ int * errorcode)

VB

EnableAgentStatistics (reserved_args As CTIOSCLIENTLib.IArguments) As Long

Java

int EnableAgentStatistics(Arguments args)

.NET

CilError EnableAgentStatistics(Arguments args)

Parameters

reserved_args

Not currently used, reserved for future use.

Java/.NET:args

Not currently used, reserved for future use.

errorcode

An output parameter (return parameter in VB) that contains an error code from Table 1.

Return Value

Default CTI OS return values. For more information, see CIL Coding Conventions.

Remarks

The CTI OS server sends agent statistics in an OnAgentStatistics event. For more information about the PollingIntervalSec and PollForAgentStatsAtEndCall registry settings and how these settings affect the refresh rate of agent statistics, see OnAgentStatistics in Chapter 6, Event Interfaces and Events

The EnableSkillGroupStatistics method is sent by an agent to request that real-time statistics be sent to that agent. If the Argument array is empty, then statistics for all skill groups are sent. This is useful when a monitoring application needs to view all statistics without having to enumerate and loop over each statistic to enable it.

Syntax

C++

int EnableSkillGroupStatistics (Arguments& optional_args)

COM

HRESULT EnableSkillGroupStatistics (/*[in]*/ IArguments * optional_args, /* [out, retval]*/ int * errorcode)

VB

EnableSkillGroupStatistics (optional_args As CTIOSCLIENTLib.IArguments) As Long

Java

Java:int EnableSkillGroupStatistics(Arguments optional_args)

.NET

CilError EnableSkillGroupStatistics(Arguments args)

Parameters

optional_args

An optional input parameter containing a pointer or a reference to an Arguments array containing a member that is a nested Arguments array with the keyword SkillGroupNumbers. Within this array, each member has a string key of an integer starting with 1 and an integer value that is a skill group number to be enabled and a string key of an integer and integer value that is a skill group priority to be enabled. If the parameter is NULL or missing, statistics are enabled for all skill groups to which the agent belongs.

args

Refer to the description for optional_args above.

errorcode

An output parameter (return parameter in VB) that contains an error code from Table 1.

Return Value

Default CTI OS return values. For more information, see CIL Coding Conventions.

Remarks

The CTI OS server sends SkillGroup statistics in the OnSkillGroupStatisticsUpdated event of the SkillGroup object.

The GetAgentState method returns the current state of the agent.

Syntax

C++

enumCTIOS_AgentState GetAgentState()

COM

HRESULT GetAgentState (/*[in]*/ long *state)

VB

GetAgentState () As Long

Java

int GetAgentState()

.NET

AgentState GetAgentState()

Parameters

state

Output parameter (return parameter in VB) containing the current agent state in the form of one of the values in Table 2.

Return Value

For C++, VB, Java, and .NET, this method returns the current state of the agent.

The GetMonitoredAgent method returns the Agent object that is currently being monitored.

Syntax

C++

CAgent* GetMonitoredAgent()

COM

HRESULT GetMonitoredAgent (/*[out, retval]*/IAgent **agent)

VB

GetMonitoredAgent () As CTIOSCLIENTLib.IAgent

Java

Agent GetMonitoredAgent()

.NET

Agent GetMonitoredAgent()

Parameters

agent

Output parameter (return parameter in VB) that contains a pointer to a pointer to an Agent object containing the currently monitored agent.

Return Value

This method returns the current monitored agent. The C++, Java, and .NET versions return null if no agent is currently being monitored.

Remarks

Supported for use with Unified CCE only.

The GetMonitoredCall method returns the Call object that is currently being monitored.

Syntax

C++

CCall* GetMonitoredCall()

COM

HRESULT GetMonitoredCall (/*[out, retval]*/ICall **call)

VB

GetMonitoredCall () As CTIOSCLIENTLib.ICall

Java

Call GetMonitoredCall()

.NET

Call GetMonitoredCall()

Parameters

call

Output parameter (return parameter in VB) that contains a pointer to a pointer to a Call object containing the currently monitored call.

Return Value

This method returns the current monitored call. The C++, Java, and .NET versions return null if no call is currently being monitored.

Remarks

Supported for use with Unified CCE only.

If skillgroupstats is enabled, the GetSkillGroups method allows a client to retrieve a list that contains references to all the skill group objects to which the agent belongs. To retrieve skill groups enable skill group statistics, and turn off agent event minimization by setting its value to 0 on the CTI OS server in the registry key, for example:

The skill group information is available on the agent state change event if the minimization is turned off. The following code example shows how to access the skill group properties of the Agent object:

    Log m_Agent.DumpProperties    
    Dim i As Integer
    
    For i = 1 To 20
    If m_Agent.IsValid("SkillGroup[" & i & "]") Then
       Set argskills = m_Agent.GetValueArray("SkillGroup[" & i & "]")
       Log "SkillGroup[" & i & "]:" & argskills.DumpArgs
     Else
        Log "SkillGroup[" & i & "] args doesnt exist"
     End If
     Next i

Syntax

C++

Arguments & GetSkillGroups();

COM

HRESULT GetSkillGroups (/*[out,retval]*/ VARIANT * pVariantArgs);

VB

GetSkillGroups () As Variant

Java

Arguments GetSkillGroups()

.NET

Arguments GetSkillGroups()

Parameters

None.

Return Value

This method returns -1 if skillgroupstats is not enabled.

C++

In C++ the GetSkillGroups method returns an Arguments array containing references to CSkillGroup objects.

Each element in the returned Arguments array consists of a key/value pair, in which the element key is the Unique Object Id of the skill group object and the value is a reference to a CILRefArg object instance that contains the actual reference to a CSkillGroup object. To retrieve a reference to a skill group object, you need to do something similar to what is shown in the following code example.

Arguments & arSkills = m_Agent->GetSkillGroups();
if(Arguments::IsValidReference(arSkills)){
     for(int nI = 1; nI <= arSkills.NumElements(); nI ++){
         string strUOID = arSkills.GetElementKey(nI);
         CilRefArg & pRefArg = (CilRefArg &) arSkills.GetValue(strUOID);
          if(Arg::IsValidReference(*pRefArg)){
               CSkillGroup * pSkill = pRefArg->GetValue();
               pRefArg->Release();
               
               cout << "Skill Object (" << strUOID << ") ;
               cout << " Skill Group Number: " <<  ;
                             pSkill->GetValueInt(CTIOS_SKILLGROUPNUMBER);
          }          
}

COM

In COM the GetSkillGroups method returns a pointer to a variant that encapsulates a Safearray where each element is a pointer to an ISkillGroup object.

To retrieve references to skill group objects, you need to do something similar to what is shown in the following code example.

HRESULT hr = S_OK;VARIANT varSkills; 

VariantInit(&varSkills)

hr  = m_Agent->GetSkillGroups(&varSkills);

if(SUCCEDED(hr)){       
     if(varSkills.vt  == (VT_ARRAY | VT_DISPATCH) ){
         long                  lNumElements = 0;
                           
          SafeArrayGetUBound(varSkills.parray,1,&lNumElements);
          
         for(long nI = 0; nI < lNumElements; nI ++){
             ISkillGroup * pSkill= NULL;
             hr=SafeArrayGetElement(varSkills.parray,&nI,&pSkill);
             if(SUCCEDED(hr)){
                  int nSkillGrpNumber = 0;
                   VARIANT vPropKey;
                   VariantInit(&vPropKey);
                   vPropKey.vt = VT_BSTR;
                   vPropKey.bstr =  OLESTR("SkillGroupNumber");
                   pSkill->GetValueInt(vPropKey,&nSkillGrpNumber);
                  pSkill->Release();
                  VariantClear(&vPropKey);
             }
         }          
     }
}

VB

In VB, the GetSkillGroups method returns a variant array where each element is a reference to a CTIOSClientLib.SkillGroup object.

To retrieve references to skill group objects you need to do something similar to what is shown in the following code example:

Dim  obSkill As CTIOSClientLib.SkillGroupDim arSkills As Variant
              Dim lNumElements as Long

              arSkills = m_Agent.GetSkillGroups()
              lNumElements = UBound(arSkills,1)
             For nI = 0 to lNumElements 
                  Set obSkill = arSkills(nI)
                  Print "SkillGroup" & obSkill.GetValueString(CStr("UniqueObjectId")) &  _
                            "Skill Group Number: " &  obSkill.GetValueInt(CStr("SkillGroupNumber"))
            Next
            End For

The IsAgent method determines whether the AgentMode connection is for an agent rather than a supervisor.

Syntax

C++

bool IsAgent()

COM

HRESULT IsAgent (VARIANT_BOOL *bIsAgent)

VB

IsAgent () As Boolean

Java

boolean IsAgent()

.NET

bool IsAgent()

Parameters

IsAgent

Output parameter (return parameter in VB) that returns true if the current AgentMode connection is for an agent and false if it is for a supervisor.

Return Value

Returns true if the current AgentMode connection is for an agent and false if the connection is for a supervisor.

The IsSupervisor method determines whether the AgentMode connection is for a supervisor.

Syntax

C++

bool IsSupervisor()

COM

HRESULT IsSupervisor (VARIANT_BOOL * bIsSupervisor)

VB

IsSupervisor () As Boolean

Java

boolean IsSupervisorMode()

.NET

bool IsSupervisor()

Parameters

bIsSupervisor

Output parameter (return parameter in VB) that returns true if the current AgentMode connection is for a supervisor and false if it is for an agent.

Return Values

If the current session is for a supervisor, this method returns true. Otherwise the method returns false.

The Login method performs a login to the ACD (if supported). Generally, the minimum parameters required to log in to an ACD are AgentID and AgentInstrument. Often, based on customer configuration, the minimum requirements include an ACD password (AgentPassword). Some switches require PositionID in place of (or in addition to) AgentInstrument. Optional arguments include Extension or AgentWorkMode.

To sign on a mobile agent, you must set the following parameters:

• CTIOS_REMOTELOGIN set to true

• CTIOS_AGENTREMOTENUMBER

• CTIOS_AGENTCALLMODE

Example

rArgs.SetValue(Enum_CtiOs.CTIOS_REMOTELOGIN, "true");

rArgs.SetValue(Enum_CtiOs.CTIOS_AGENTREMOTENUMBER,"777989");

rArgs.SetValue(Enum_CtiOs.CTIOS_AGENTCALLMODE, 4);

Syntax

C++

virtual int Login(Arguments & args);

COM

HRESULT Login ( /*[in]*/ IArguments * pVariantArgs, /*[out]*/ int * errorcode );

VB

Login (args As CTIOSCLIENTLib.IArguments) As Long

Java

int Login(Arguments args)

.NET

CilError Login(Arguments args)

Input Parameters

args

Arguments array that contains the login parameters that are listed in the following table:

*The CTI OS server imposes no restriction on the maximum length of this string. However, such restrictions are generally imposed by your switch/ACD and Cisco CTI Server. Consult the documentation for the switch/ACD or CTI Server for information on length restrictions for this string.

** Either AgentID or LoginName is required.

errorcode

An output parameter (return parameter in VB) that contains an error code from Table 1.

Return Values

Default CTI OS return values. For more information, see CIL Coding Conventions.

Remarks

If the Login request is successful, it returns a CIL_OK CtiOs_Enums.CilError code In addition, the requesting client can expect an AgentStateChange event if the request is successful with an Arguments member with keyword "AgentState" and value of the agent's current state. (For more information about possible values, see GetAgentState.)

If the Login request is unsuccessful, the client receives an OnControlFailureConf event and the request returns one of the following CtiOs_Enums.CilError codes:

• E_CTIOS_INVALID_SESSION -- either the agent is not associated with the session or the session is not connected.

• E_CTIOS_INVALID_ARGUMENT -- null or invalid arguments were provided.

• E_CTIOS_LOGIN_INCONSISTENT_ARGUMENTS -- Login request argument values for AgentId and/or PeripheralID do not match the values that were set by SetAgent() prior to the Login request.

The Logout method logs the agent out of the ACD. If the ACD configuration requires or supports other parameters, you can pass these in as logout parameters. Examples are logout reason codes (supported on ACM ECS, Unified CCE).

Syntax

C++

int Logout (Arguments& args)

COM

HRESULT Logout (/*[in]*/ IArguments args, /*[out,retval]*/ int * errorcode)

VB

Logout (args As CTIOSCLIENTLib.IArguments) As Long

Java

int Logout(Arguments args)

.NET

CilError Logout(Arguments args)

Input Parameters

args

Input parameter in the form of an Arguments array that contains the Logout parameters that are listed in the following table:

*The CTI OS server imposes no restriction on the maximum length of this string. However, such restrictions are generally imposed by your switch/ACD and Cisco CTI Server. Consult the documentation for the switch/ACD or CTI Server for information on length restrictions for this string.

errorcode

An output parameter (return parameter in VB) that contains an error code from Table 1.

Return Values

Default CTI OS return values. For more information, see CIL Coding Conventions.

Remarks

If the request is successful, the client receives an OnAgentStateChange event with an Arguments member with keyword "AgentState" and value eLogout. If it is unsuccessful, the client receives an OnControlFailureConf event. The client also receives an OnPreLogout event before the OnAgentStateChange event, and an OnPostLogout event afterwards.

The MakeCall method initiates a call to a device or agent. The simplest form of the request requires only a DialedNumber.

Note	You can select and make the call against the skillgroup. Do not set the value if the default skillgroup is desired.

Syntax

C++

int MakeCall (Arguments& args)

COM

HRESULT MakeCall (/*[in]*/ IArguments *args, /*[out,retval]*/ int * errorcode)

VB

MakeCall (args As CTIOSCLIENTLib.IArguments) As Long

Java

int MakeCall(Arguments args)

.NET

CilError MakeCall(Arguments args)

Input Parameters

args

Input parameter in the form of an Arguments array that contains the MakeCall parameters that are listed in the following table:

*The CTI OS server imposes no restriction on the maximum length of this string. However, such restrictions are generally imposed by your switch/ACD and Cisco CTI Server. Consult the documentation for the switch/ACD or CTI Server for information on length restrictions for this string.

errorcode

An output parameter (return parameter in VB) that contains an error code from Table 1.

Return Value

Default CTI OS return values. For more information, see CIL Coding Conventions.

Remarks

If the request is successful, the client receives one or more of the following call related events:

• OnCallBegin

• OnCallDelivered

• OnServiceInitiated

• OnCallOriginated

• OnCallReachedNetwork

If the request is unsuccessful, the client receives an OnControlFailureConf event.

The MakeEmergencyCall method makes an emergency call to the Agent's supervisor.

Syntax

C++

int MakeEmergencyCall ()

int MakeEmergencyCall (Arguments& reserved_args)

COM

HRESULT MakeEmergencyCall (/*[in, optional]*/ IArguments reserved_args, /* [out, retval]*/ int * errorcode)

VB

MakeEmergencyCall () As Long

MakeEmergencyCall (reserved_args As CTIOSCLIENTLib.IArguments) As Long

Java

int MakeEmergencyCall (Arguments args)

.NET

CilError MakeEmergencyCall(Arguments args)

Parameters

reserved_args

Not currently used, reserved for future use.

args

Not currently used, reserved for future use.

errorcode

An output parameter (return parameter in VB) that contains an error code from Table 1.

Return Value

Default CTI OS return values. For more information, see CIL Coding Conventions

Remarks

The MakeEmergencyCall request is very similar to the RequestSupervisorAssist request in the following two ways:

• Both requests place a call from the requesting agent to a supervisor and are routed employing the same script. A typical script might attempt to route the call to the primary supervisor first (if logged in and in available state) and, failing that, to route the call to a skillgroup that all supervisors belong to.

• You can configure Unified ICM Agent Desk Settings to make both call requests via a single step conference or consult call. If the consult method is chosen, the agent can complete the established consult call as a transfer or conference.

These two requests have the following important differences:

• Only Emergency calls can be recorded, if so configured in the Unified ICM Agent Desk Settings.

• The calls are reported separately in Unified ICM reporting.

Having these two separate requests gives a site some flexibility in implementing supervisor help for its agents, instructing agents to use one for certain cases and the other for different situations. In general, use the MakeEmergencyCall method for higher priority calls than calls made with the RequestSupervisorAssist method. For example, you can train agents to click the Emergency button if the customer has more than $1,000,000 in an account, and otherwise to click the Supervisor Assist button. The Supervisor can differentiate the agent's request by noting the CallType.

The MakeEmergencyCall request is specific to the Supervisor feature and should only be used on switches or configurations that have the necessary support (currently,

The QueryAgentState method lets a client retrieve the current state of the agent.

Syntax

C++

int QueryAgentState (Arguments & args );

COM

HRESULT QueryAgentState ( /*[in]*/ IArguments * args, /*[out,retval]*/ int * errorcode );

VB

QueryAgentState (ByVal args as CTIOSCLIENTLIB.IArguments) As Long

Java

int QueryAgentState (Arguments args)

.NET

CilError QueryAgentState(Arguments args)

Input Parameters

args

Arguments array that contains the parameters listed in the following table.

Return Values

Default CTI OS return values. For more information, see CIL Coding Conventions.

Remarks

If the request is successful, the client receives an OnQueryAgentStateConf event. If it is unsuccessful, the client receives an OnControlFailureConf event.

The ReportBadCallLine method informs the CTI OS server of the poor quality of the agent's line. A note of this is recorded in the database.

Syntax

C++

int ReportBadCallLine ()
int ReportBadCallLine (Arguments& reserved_args)

COM

HRESULT ReportBadCallLine (/*[in, optional]*/ IArguments reserved_args, /* [out, retval]*/ int * errorcode)

VB

ReportBadCallLine () As Long

Java

int ReportBadCallLine (Arguments args)

.NET

CilError ReportBadCallLine(Arguments args)

Parameters

reserved_args

Not currently used, reserved for future use.

Java/.NET: args

Not currently used, reserved for future use.

errorcode

An output parameter (return parameter in VB) that contains an error code from Table 1.

Return Values

Default CTI OS return values. For more information, see CIL Coding Conventions

The RequestAgentTeamList method is called by a supervisor to make a request to the CTI OS server for a list of agents in the supervisor's team.

Syntax

C++

int RequestAgentTeamList ()
int RequestAgentTeamList (Arguments& reserved_args)

COM

HRESULT RequestAgentTeamList (/*[in, optional]*/ IArguments reserved_args, /* [out, retval]*/ int * errorcode)

VB

RequestAgentTeamList () As Long

Java

int RequestAgentTeamList ()
int RequestAgentTeamList (Arguments args)

.NET

CilError RequestAgentTeamList(Arguments args)

Parameters

reserved_args

Not currently used, reserved for future use.

Java/.NET: args

Not currently used, reserved for future use.

errorcode

An output parameter (return parameter in VB) that contains an error code from Table 1.

Return Value

Default CTI OS return values. For more information, see CIL Coding Conventions.

Remarks

Supported for use with Unified CCE only.

If this request is successful, the CTI OS server sends a separate OnNewAgentTeamMember event for each agent in the supervisor's team. If this request is unsuccessful, the client receives an OnControlFailureConf event.

The RequestSupervisorAssist method allows the agent to call an available supervisor for assistance.

Syntax

C++

virtual int RequestSupervisorAssist();
int RequestSupervisorAssist (Arguments& reserved_args)

COM

HRESULT RequestSupervisorAssist (/*[in, optional]*/ IArguments reserved_args, /* [out, retval]*/ int * errorcode)

VB

RequestSupervisorAssist () As Long

Java

int RequestSupervisorAssist(Arguments args)

.NET

CilError RequestSupervisorAssist(Arguments args)

Parameters

reserved_args

Not currently used, reserved for future use.

Java/.NET: args

Not currently used, reserved for future use.

errorcode

An output parameter (return parameter in VB) that contains an error code from Table 1.

Return Values

Default CTI OS return values. For more information, see CIL Coding Conventions.

Remarks

Supported for use with Unified CCE only. For more information, see MakeEmergencyCall.

The SendChatMessage method sends asynchronous chat-like messages between CTI OS clients. Users can specify a distribution of one or more clients, and attach a text message.

Syntax

C++

int SendChatMessage (Arguments& args)

COM

HRESULT SendChatMessage (/*[in]*/ IArguments *args, /*[out,retval]*/ int * errorcode)

VB

SendChatMessage (args As CTIOSCLIENTLib.IArguments) As Long)

Java

int SendChatMessage(Arguments args)

.NET

CilError SendChatMessage(Arguments args)

Parameters

args

Input parameter in the form of an Arguments array that contains one or more of the SendChatMessage parameters listed in the following table.

errorcode

An output parameter (return parameter in VB) that contains an error code from Table 1.

Return Values

Default CTI OS return values. For more information, see CIL Coding Conventions.

Remarks

The recipient receives the message via the OnChatMessage event.

The SetAgentGreetingAction Sets the value of the Agent Greeting Action to enable or disable Agent Greeting for the logged in agent.

Agent Greeting is supported with CTI OS desktops created using the COM or C++ CILs.

Syntax

C++

int SetAgentGreetingAction(Arguments& args)

COM

HRESULT SetAgentGreetingAction (/*[in]*/ IArguments *args, int * errorcode)

VB

SetAgentGreetingAction (args As CTIOSCLIENTLib.IArguments) As Long

Input Parameters

args

Arguments array containing the following fields.

Return Values

Default CTI OS return values. For more information, see CIL Coding Conventions.

Remarks

A successful request results in an OnAgentGreetingControlConf event. If this request is unsuccessful, the client receives an OnControlFailureConf event.

The SetAgentState method requests a new agent state. Login and Logout are valid agent states and can be set using the SetAgentState method as well as by using the Login and Logout methods.

Syntax

C++

int SetAgentState(Arguments& args)

COM

HRESULT SetAgentState (/*[in]*/ IArguments *args, /*[out,retval]*/ int * errorcode)

VB

SetAgentState (args As CTIOSCLIENTLib.IArguments) As Long

Java

int SetAgentState(Arguments args)

.NET

CilError SetAgentState(Arguments args)

Input Parameters

args

Input parameter in the form of an Arguments array that contains one or more of the SetAgentState parameters listed in the following table.

*The CTI OS server imposes no restriction on the maximum length of this string. However, such restrictions are generally imposed by your switch/ACD and Cisco CTI Server. Consult the documentation for the switch/ACD or CTI Server for information on length restrictions for this string.

errorcode

An output parameter (return parameter in VB) that contains an error code from Table 1.

Return Values

Default CTI OS return values. For more information, see CIL Coding Conventions.

Remarks

A successful request results in an OnAgentStateChanged event. It can also result in OnPreLogout, OnPostLogout, and/or OnLogoutFailed events. If this request is unsuccessful, the client receives an OnControlFailureConf event.

The StartMonitoringAgent method allows the client, which must be a supervisor, to start monitoring the specified Agent object. This call causes the supervisor to receive all of the monitored call events (See IMonitoredCallEvents Interface in Event Interfaces and Events) for this agent until the supervisor calls StopMonitoringAgent.

Syntax

C++

int StartMonitoringAgent(Arguments& args)

COM

HRESULT StartMonitoringAgent (/*[in]*/ IArguments * args, /*[out,retval]*/ int * errorcode)

VB

StartMonitoringAgent (args As CTIOSCLIENTLib.IArguments) As Long

Java

int StartMonitoringAgent(Arguments args)

.NET

CilError StartMonitoringCall(Arguments args)

Parameters

args

Arguments array that contains the constant CTIOS_AGENTREFERENCE set to the string value of the UniqueObjectID of the agent to be monitored.

errorcode

An output parameter (return parameter in VB) that contains an error code from Table 1.

Return Value

Default CTI OS return values. For more information, see CIL Coding Conventions.

Remarks

This request is specific to the Supervisor feature and should only be used on switches or configurations that have the necessary support (currently, Unified CCE only).

The following code snippet gets the unique object ID string for an agent, then uses uses the SetValue method to store the Agent object ID and string constant CTIOS_AGENTREFERENCE in an Arguments array.

String StrUID = agent.GetValueString(CTIOS_UNIQUEOBJECTID Id);
arg.SetValue(CTIOS_AGENTREFERENCE, StrUID);

The StartMonitoringAgentTeam method allows the client, which must be a supervisor, to start monitoring the specified agent team. A client supervisor uses this method to receive all of the OnMonitorAgentStateChange events for every agent on the specified team.

Syntax

C++

int StartMonitoringAgentTeam (Arguments& args)

COM

HRESULT StartMonitoringAgentTeam (/*[in]*/ IArguments args, /*[out,retval]*/ int * errorcode)

VB

StartMonitoringAgentTeam (args as CTIOSCLIENTLib.IArguments) As Long

Java

int StartMonitoringAgentTeam (Arguments args)

.NET

CilError StartMonitoringAgentTeam(Arguments args)

Parameters

args

Arguments array that contains the constant CTIOS_TEAMID set to the integer TeamID to be monitored.

errorcode

An output parameter (return parameter in VB) that contains an error code from Table 1.

Return Value

Default CTI OS return values. For more information, see CIL Coding Conventions.

Remarks

This request is specific to the Supervisor feature and should only be used on switches or configurations that have the necessary support (currently, Unified CCE only).

The StartMonitoringAllAgentTeams method allows the client, which must be a supervisor, to start monitoring all the agents on all the supervisor's teams. This causes the supervisor to receive monitored agent events for all of the agents in the supervisor's team (for more information, see IMonitoredAgentEvents Interface in Event Interfaces and Events).

Syntax

C++

int StartMonitoringAllAgentTeams (Arguments& reserved_args)

COM

HRESULT StartMonitoringAllAgentTeams (/*[in, optional]*/ IArguments reserved_args, /*[out,retval]*/ int * errorcode)

VB

StartMonitoringAllAgentTeams ([reserved_args as CTIOSCLIENTLib.IArguments]) As Long

Java

int StartMonitoringAllAgentTeams (Arguments args)

.NET

CilError StartMonitoringAllAgentTeams(Arguments args)

Parameters

reserved_args

Not currently used, reserved for future use.

args

Not currently used, reserved for future use.

errorcode

An output parameter (return parameter in VB) that contains an error code from Table 1.

Return Value

Default CTI OS return values. For more information, see CIL Coding Conventions.

Remarks

This request is specific to the Supervisor feature and should only be used on switches or configurations that have the necessary support (currently, Unified CCE only).

Description

The StartMonitoringCall method allows the client, which must be a supervisor, to set the value of the currently monitored call that is used in the SuperviseCall method. Since there is no StopMonitoringCall, call this method with an empty args parameter to clear the value of the currently monitored call.

Syntax

C++

int StartMonitoringCall(Arguments& args)

COM

HRESULT StartMonitoringCall (/*[in]*/ IArguments * args, /*[out,retval]*/ int * errorcode)

VB

StartMonitoringCall (args As CTIOSCLIENTLib.IArguments) As Long

Java

int StartMonitoringCall(Arguments args)

.NET

CilError StartMonitoringCall(Arguments args)

Parameters

args

Arguments array that contains the constant CTIOS_CALLREFERENCE set to the string value of the UniqueObjectID of the call to be monitored.

errorCode

An output parameter (return parameter in VB) that contains an error code from Table 1.

Return Value

Default CTI OS return values. For more information, see CIL Coding Conventions.

Remarks

This request is specific to the Supervisor feature and should only be used on switches or configurations that have the necessary support (currently,

The StopMonitoringAgent method allows the client, which must be a supervisor, to stop monitoring the specified Agent object. This stops all Monitored Call events being sent to the supervisor.

Syntax

C++

int StopMonitoringAgent(Arguments& args)

COM

HRESULT StopMonitoringAgent (/*[in]*/ IArguments * args, /*[out,retval]*/ int * errorcode)

VB

StopMonitoringAgent (args As CTIOSCLIENTLib.IArguments) As Long

Java

int StopMonitoringAgent(Arguments args)

.NET

CilError StopMonitoringAgent(Arguments args)

Parameters

args

Arguments array that contains the constant CTIOS_AGENTREFERENCE set to the string value of the UniqueObjectID of the agent to stop monitoring.

errorcode

An output parameter (return parameter in VB) that contains an error code from Table 1.

Return Value

Default CTI OS return values. For more information, see CIL Coding Conventions.

Remarks

This request is specific to the Supervisor feature and should only be used on switches or configurations that have the necessary support (currently,

The StopMonitoringAgentTeam method allows the client, which must be a supervisor, to stop monitoring all the agents on all the supervisor's teams.

Syntax

C++

int StopMonitoringAgentTeam (Arguments& args)

COM

HRESULT StopMonitoringAgentTeam (/*[in]*/ IArguments args, /*[out,retval]*/ int * errorcode)

VB

StopMonitoringAgentTeam (args as CTIOSCLIENTLib.IArguments) As Long

Java

int StopMonitoringAgentTeam(Arguments args)

.NET

CilError StopMonitoringAgentTeam(Arguments args)

Parameters

args

Arguments array that contains a constant CTIOS_TEAMID set to the integer TeamID of the team to stop monitoring.

errorcode

An output parameter (return parameter in VB) that contains an error code from Table 1.

Return Value

Default CTI OS return values. For more information, see CIL Coding Conventions.

Remarks

This request is specific to the Supervisor feature and should only be used on switches or configurations that have the necessary support (currently,

The StopMonitoringAllAgentTeams method allows the client, which must be a supervisor, to stop monitoring all of the agents on all the supervisor's teams.

Syntax

C++

int StopMonitoringAllAgentTeams (Arguments& reserved_args)

COM

HRESULT StopMonitoringAllAgentTeams (/*[in,optional]*/ IArguments reserved_args, /*[out,retval]*/ int * errorcode)

VB

StopMonitoringAllAgentTeams([reserved_args as CTIOSCLIENTLib.IArguments]) As Long

Java

int StopMonitoringAllAgentTeams(Arguments args)

.NET

CilError StopMonitoringAgentTeam(Arguments args)

Parameters

reserved_args

Not currently used, reserved for future use.

Java/.NET: args

Not currently used, reserved for future use.

errorcode

An output parameter (return parameter in VB) that contains an error code from Table 1.

Return Value

Default CTI OS return values. For more information, see CIL Coding Conventions.

Remarks

This request is specific to the Supervisor feature and should only be used on switches or configurations that have the necessary support (currently,

The SuperviseCall method allows the client, which must be a supervisor, to perform a supervisory action specified by the args parameter.

The SuperviseCall method is the CTI OS version of the SUPERVISE_CALL_REQ message. This method is used to barge-into and intercept agent calls by specifying a supervisory action of eSupervisorBargeIn and eSupervisorIntercept respectively. To support Cisco Unified Communications Manager silent monitor, the supervisory action eSupervisorMonitor was added. For more information, see Unified CM-Based Silent Monitoring in Your Application.

Syntax

C++

int SuperviseCall(Arguments& args)

COM

HRESULT SuperviseCall (/*[in]*/ IArguments * args, /*[out,retval]*/ int errorCode)

VB

SuperviseCall (args As CTIOSCLIENTLib.IArguments ) As Long

Java

int SuperviseCall(Arguments args)

.NET

CilError SuperviseCall(Arguments args)

Parameters

args

An input parameter in the form of a pointer to an Arguments array that contains members with string values that are the UniqueObjectIDs of the desired agent (AgentUniqueObjectID) and call (CallUniqueObjectID). Package these with the keywords "AgentReference" and "CallReference" respectively.

The third required parameter is one of the following integers representing the desired supervisory action.

Note	Both SupervisorMonitor and eSupervisorClear only apply to Cisco Unified Communications Manager based silent monitor. This is packaged with the constant CTIOS_SUPERVISORYACTION or the string "SupervisoryAction".

Return Values

Default CTI OS return values. For more information, see CIL Coding Conventions.

Remarks

This request is specific to the Supervisor feature and should only be used on switches or configurations that have the necessary support (currently,

A BargeIn action is very similar to a Single Step Conference where the agent is the conference controller. As such, only this agent can add other parties to the conference; the supervisor cannot do this.

An Intercept can only be performed by a supervisor who has already performed a BargeIn. The Intercept simply hangs up the original agent, leaving only the customer and the supervisor talking.

E_CTIOS_INVALID_SILENT_MONITOR_MODE is returned when Agent.SuperviseCall() is called when CTI OS Based silent monitor is configured.