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Cisco CTI OS .NET Toolkit Release 8.5(2) introduces support for application development using Microsoft Visual Studio .NET 2010 and the .NET 3.5 framework. Existing .NET 2.0 controls do not need to be modified. Additionally, the CTI .NET CIL supports Visual Studio .NET 2010.

Note that Visual Studio 2010 by default uses Framework 4.0 You must change the framework for your CTIOS 8.5(2) .NET Cil project to use the .NET 3.5 framework.

...Read More

 

This main.java sample demonstrates creating a filter mode application to receive skill group statistics.

Here's the source code:

import com.cisco.cti.ctios.cil.CtiOsSession;
import com.cisco.cti.ctios.cil.CtiOs_Enums;
import com.cisco.cti.ctios.util.CtiOs_IKeywordIDs;
import com.cisco.cti.ctios.cil.CtiOs_Enums.SubscriberList;
import com.cisco.cti.ctios.cil.Arguments;
import com.cisco.cti.ctios.util.CtiOs_IKeywordIDs;

...Read More

 



Cisco Developer Network will be presenting a CDN Developer Track at Cisco Live! London the week of January 31, 2011.

We are presenting technical sessions which highlight Application Programming interfaces (APIs) and Software Developer Kits (SDKs) for Cisco technologies such as Unified Communications, IOS, and Access Routing Technologies ¿ including the new Cisco Cius ...Read More

 

It is important if you are implementing a filter mode application that you include End Call events in your filter.
...Read More

 

CTIOS Custom agent desktop developers should be aware of a defect fixed in CTIOS 7.5(7) and later:

Symptom:
Intermittently, after an agent performs a Network Blind Transfer, the desktop client gets stuck in talking state and/or the transfer buttons get grayed out preventing the agent from performing transfer in future.

Conditions:
Any peripheral type where Network Blind Transfers are involved.

Workaround: ...Read More

 

When attempting to login an agent with invalid agentid or password, a custom CTIOS Application may see either:

1. eCTIOSFailureEvent event and eButtonEnablementMaskChange events are fired when eControlFailureConf received by the CIL.

or

2. Only eControlFailureConf event is fired when eControlFailureConf is received by the CIL.


...Read More

 

Cisco Advanced Services offers a WebServices interface to CTIOS. The CTIOS Web Service provides a SOAP XML web method call interface to the CTIOS Server. It's use will require the customer or partner to develop an application that implements the CTIOS Web Service WSDL. This can be done with just about any programming language available which supports HTTP and SOAP XML constructs.

Information about the Advanced Services' CTIOS Web Service is available in the ...Read More

 

Beginning with ICM version 7.5(4), the CTI Server supports sending a Not Ready reason code when in Not Ready state on Unified Contact Center Enterprise systems. This resolves CSCsh47197 cg.ctiserver CTISrvr doesn¿send NR agent state events with different reason codes.
...Read More

 

Be careful when using the JavaCil LogWrapper. Users found that when the year changed from 2008 to 2009 the deleting of old files specified by the number of files to maintain didn't work correctly.

When using the JavaCil LogWrapper class, the format is

LogWrapper(java.lang.String sFileName, long iMaxSize, int iArchives, int iExpires, int iFlushIntervalMs)
...Read More

 

With the release of CTIOS 7.5(3), CTIOS Desktop now supports Windows XP SP 3.

For more information see the release notes
...Read More

 

If you are writing a multi-threaded agent mode app, there should only be one LogWrapper class object for the entire application.
...Read More

 

By default, the CTIOS Agent Desktops use a feature of the CILs to load balance between CTIOS Server A and B as specified in the registry by the CTIOS Desktop install.

Some customers have asked for the feature of being able to select a preferred CTIOS Server Side (for instance if Side A is local and Side B is remote; it would be preferable to have Side A as the preferred side.
...Read More

 

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Error 50002 and agents stuck in "Talking"

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Error 50002 and agents stuck in "Talking"
cti server custom desktop
Answer
4/11/11 11:15 PM
We are developing a custom desktop based on the C# Combo desktop and have run into some odd errors.  First, we are seeing a problem where agents' buttons become disabled not allowing them to do anything on the desktop.  This is often coupled with seeing the agent set to a not ready state in the agent state trace report with a reason code of 50002.  The 50002 errors have been occurring in both custom and out-of-the-box desktops, but I am seeing an increase in the number of agents getting the error in the custom version.  Additionally, in the CTIOS logs generated by the application, I see a large number of errors for the following:
 

04/11/2011 16:29:33.6701 CTIObject.OnEvent: Received Event: eOnHeartbeat
Arguments: (EventTime:1487211750)
04/11/2011 16:29:33.6701 SoftphoneForm.OnEvent: Event received with unrecognized EventID: eOnHeartbeat

 
I am assuming this means that I need to add a handler for the eOnHeartbeat event, but what do I need to do with this event?  Is this something the CTI server is expecting a response to, which could maybe account for the increase in 50002 errors?
 
Also, another issue I am seeing, which may or may not be related the first is agents who are getting stuck in a Talking state and not being able to hang up.  All buttons on the desktop get disabled like the above error, but there is nothing in the logs indicating a problem.  It seems very similar to the CSCsk90795 bug, but we are running 7.5(9), which this bug should be fixed in as I understand.  Is it possible that there is a client side change that I need to implement for this bug that may not have been included in the C# Combo sample app?
 
Neither of these issues are hugely widespread, and nothing showed up in testing until we added all 500 agents into the mix, so I am not sure, but am assuming that this is an application issue.  One other thing that may or may not be related is that we implemented a custom wrap up code functionality requiring a wrap up code selection after each call.  I do not think it is related, but figured I would mention it in case it is.
 
I know that the sample apps do not handle all of the different events in each environment, but is there someplace I can go to determine which ones I need to handle, and which ones I can ignore?
 
Any assitance will be very much appreciated.
 
Thanks,
John
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RE: New Message from John Wagner in Computer Telephony Integration Object S
Answer
4/12/11 1:47 PM as a reply to John Wagner.
For information regarding reason code 50002, see the UCCE Reporting guide



http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/enterprise_reporting/reporting7_2/user/guide/ICMReportingGuide721.pdf

or



http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ipccenterprise8_0_1/user/guide/icmcc80rpg.pdf





You do not need to handle heartbeats in your application. The CIL handles failure and failover.



Suggest you determine why UCCE components in your environment are failing.



You may want to open a Service Request with Cisco for each of your issues. Be sure to first duplicate them with the out of box CTIOS Agent Desktop before opening the TAC case.
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RE: New Message from John Wagner in Computer Telephony Integration Object S
Answer
4/13/11 2:41 PM as a reply to David Lender.
David, thank you very much for the information. We're working with TAC now to see if they can isolate what is going on. It looks like we may have some intermittent communication problems with the PGs. I'll update this thread when they figure out what is causing it in case anyone else runs into something like this.

Thanks,
John
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RE: New Message from John Wagner in Computer Telephony Integration Object S
Answer
8/31/12 9:50 AM as a reply to John Wagner.
Dear John,
 
Did you find the solultion for this issue. I am having the same issue for last 6 months but still Cisco could not find root casue. 
 
My enviroment is UCCE 8.5 with Siebel connector 
getting cti failure in CUIC reports with error code 50002
 
 
Regards,
Atif
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