Blogs

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

 

Showing 12 results.
Items per Page 20
of 1
First Previous Next Last

Forums

« Back to CTIOS Toolkit Questions

Doubts while connecting with CTI OS 8.0.1

Combination View Flat View Tree View
Threads [ Previous | Next ]
Doubts while connecting with CTI OS 8.0.1
ctios ctios .net monitor mode event filtering monitored agents
Answer
8/31/12 2:52 PM
Good Morning Guys,
 
I have a few doubts about integrate with CTI OS 8.0.1 server to resolve an issue in my company.
 
Here is what i want to develop:
 
When an agent, using the CTI Toolkit Agent Desktop 8.0.1, receive a call and it rings 3 times with no answer (the agent didn't answered), our application will show a Popup on Windows XP to alert the agent that he needs to answer.
 
Now, here is my doubts/situations:
 
- I'm using .NET Cil and testing some Cisco Samples, when i run more than 2 applications that monitors CTI OS, i receive a message "Monitor Mode Connection Is Denied. Number of supported monitor mode connections
{2} by one CTI OS Server pair has been reached.". How can i proceed if my application monitors CTI OS and i'll have more than 2 agents using it in differents workstations?
 
- Although i have the problem about the connection limit, i've already connected with CTI OS and received all the events for ALL agents connected to the CTI OS, but i want to receive all the call events from a specific agent (each workstation will monitor a different agent). Even following the development guide, i have no success when filtering the events from a specific agent (MessageId=*;AgentID=5003).
 
Can anyone help me?
 
Regards,
 
Guilherme
Flag

RE: New Message from Guilherme Ferreira in Computer Telephony Integration O
Answer
8/31/12 3:06 PM as a reply to Guilherme Ferreira.
Only 2 instances of a filter (monitor) mode session is allowed per CTIOS Server. Why are you using monitor mode? You should be using an agent mode connection for each agent if you want to perform any agent state or call control.
Also, there is no way to count rings. You can trigger a timer by the CallDelivered event and then do your popup if the call is not established after say 30 seconds.

Try looking at the CTIOS Client and Server logs to determine why (MessageId=*;AgentID=5003). Isn’t working. Alternately specify the exact messages you want to receive separated by commas.
Flag

RE: Doubts while connecting with CTI OS 8.0.1
Answer
8/31/12 3:09 PM as a reply to David Lender.
Thanks!

I'll figure out how to fix this!

Regards,

Guilherme
Flag

RE: New Message from Guilherme Ferreira in Computer Telephony Integration O
Answer
8/31/12 4:08 PM as a reply to David Lender.
Only 2 instances of a filter (monitor) mode session is allowed per CTIOS Server. Why are you using monitor mode? You should be using an agent mode connection for each agent if you want to perform any agent state or call control.
Also, there is no way to count rings. You can trigger a timer by the CallDelivered event and then do your popup if the call is not established after say 30 seconds.

Try looking at the CTIOS Client and Server logs to determine why (MessageId=*;AgentID=5003). Isn’t working. Alternately specify the exact messages you want to receive separated by commas.

 
I'm using this code:
 

  System.Text.StringBuilder filterMessage = new StringBuilder("MessageId= ");
            filterMessage.Append((int)CiscoAPI.EventID.eCallDeliveredEvent).Append(", ");
            filterMessage.Append((int)CiscoAPI.EventID.eCallEstablishedEvent).Append(", ");
            filterMessage.Append((int)CiscoAPI.EventID.eCallHeldEvent).Append(", ");
            filterMessage.Append((int)CiscoAPI.EventID.eCallRetrievedEvent).Append(", ");
            filterMessage.Append((int)CiscoAPI.EventID.eCallClearedEvent).Append(", ");
            filterMessage.Append((int)CiscoAPI.EventID.eCallConnectionClearedEvent).Append(", ");
            filterMessage.Append((int)CiscoAPI.EventID.eCallOriginatedEvent).Append(", ");
            filterMessage.Append((int)CiscoAPI.EventID.eCallFailedEvent).Append(", ");
            filterMessage.Append((int)CiscoAPI.EventID.eCallConferencedEvent).Append(", ");
            filterMessage.Append((int)CiscoAPI.EventID.eCallTransferredEvent).Append(", ");
            filterMessage.Append((int)CiscoAPI.EventID.eCallDivertedEvent).Append(", ");
            filterMessage.Append((int)CiscoAPI.EventID.eCallServiceInitiatedEvent).Append(", ");
            filterMessage.Append((int)CiscoAPI.EventID.eCallQueuedEvent).Append(", ");
            filterMessage.Append((int)CiscoAPI.EventID.eCallBeginEvent).Append(", ");
            filterMessage.Append((int)CiscoAPI.EventID.eCallEndEvent).Append(", ");
            filterMessage.Append((int)CiscoAPI.EventID.eCallDataUpdateEvent).Append(", ");
            filterMessage.Append((int)CiscoAPI.EventID.eCallReachedNetworkEvent).Append(", ");
            filterMessage.Append((int)CiscoAPI.EventID.eCallDequeuedEvent).Append(", ");
            filterMessage.Append((int)CiscoAPI.EventID.eSnapshotCallConf).Append("; ");
            filterMessage.Append("AgentId=5003;");

 
There is anything wrong?
 
The connection is AgentMode, AgentId = 5003, AgentPeripheralId = 1002, AgentIntrument = 1002, AgentPassword = 123456
 
Regard,
 
Guilherme
Flag

RE: New Message from Guilherme Ferreira in Computer Telephony Integration O
Answer
8/31/12 5:32 PM as a reply to Guilherme Ferreira.
You should not be setting a filter for an agent mode connection. Are you calling Session.SetAgent for the agent?
Flag

RE: New Message from Guilherme Ferreira in Computer Telephony Integration O
Answer
8/31/12 7:59 PM as a reply to David Lender.
You should not be setting a filter for an agent mode connection. Are you calling Session.SetAgent for the agent?

David,
 
I'm really sorry to bother you again, but the SetAgent must be invoked in "OnConnection" or exactly before the Connect method?



            CiscoAPI.Arguments agentArgs = new CiscoAPI.Arguments();


            agentArgs.SetValue(Enum_CtiOs.CTIOS_AGENTID, "5003");
            agentArgs.SetValue(Enum_CtiOs.CTIOS_PERIPHERALID, "1002");


            Agent = new CiscoAPI.Agent(Session, agentArgs);
            Session.SetAgent(Agent);
            Agent = Session.GetCurrentAgent(); //just testing if the agent was assigned to session
 
Regards
 
Guilherme
Flag

RE: New Message from Guilherme Ferreira in Computer Telephony Integration O
Answer
8/31/12 8:50 PM as a reply to Guilherme Ferreira.
Yes, in OnConnection. The session has to be connected before you call SetAgent.

If you are writing this in C# you may want to check out the .NET Combo desktop sample in the toolkit. Look at CtiObject.cs
Flag

RE: New Message from Guilherme Ferreira in Computer Telephony Integration O
Answer
8/31/12 9:03 PM as a reply to Guilherme Ferreira.
In VB, something like:

Connect -> OnConnection -> OnSetAgentModeEvent

I have some globals:

Dim g_peripheralId As String
Dim g_agentId As String
Dim g_password As String
Dim g_instrument As String


Private Sub OnConnection(ByVal pIArguments As Cisco.CTIOSCLIENTLib.Arguments) Handles g_session.OnConnection
Dim id As Integer
Dim returnvalue As Integer

id = Thread.CurrentThread.ManagedThreadId
Log("OnConnection", id, "Connected to CTIOS server " & g_session.GetValueString("CurrentServer"))

Log("OnConnection", id, "Create an Agent object. Set values on the Agent object - agent ID = " & g_agentId & ", peripheral ID = " & g_peripheralId)
g_agent = New Cisco.CTIOSCLIENTLib.Agent
g_agent.SetValue("AgentID", g_agentId)
g_agent.SetValue("PeripheralID", g_peripheralId)

' Agent Mode: call SetAgent now.
Try
Log("OnConnection", id, "Set the agent on the session. This almost always succeeds.")
returnvalue = g_session.SetAgent(g_agent)
If returnvalue = Cisco.CTIOSCLIENTLib.enumCTIOS_ErrorCodes.CIL_OK Then
Log("OnConnection", id, "Session.SetAgent returned CIL_OK. Wait for OnSetAgentModeEvent to Log in.")
Else
Log("OnConnection", id, "Error: Session.SetAgent failed. Disconnect.")
g_session.Disconnect()
End If
Catch ctiosex As Exception
Dim ctiosExmsg As String
ctiosExmsg = ctiosex.Message & ". Session.SetAgent failed. Disconnect."
Log("OnConnection", id, ctiosExmsg)
g_session.Disconnect()
End Try
End Sub

Private Sub OnSetAgentModeEvent(ByVal pIArguments As Cisco.CTIOSCLIENTLib.Arguments) Handles g_session.OnSetAgentModeEvent
Dim id As Integer
id = System.Threading.Thread.CurrentThread.ManagedThreadId
Log("OnSetAgentModeEvent", id, "")

' Pack up the arguments and perform an agent login
Dim m_Args As New Cisco.CTIOSCLIENTLib.Arguments
Dim nRetVal As Integer

m_Args.AddItem("PeripheralID", g_peripheralId)
m_Args.AddItem("AgentID", g_agentId)
m_Args.AddItem("AgentPassword", g_password)
m_Args.AddItem("AgentInstrument", g_instrument)

' send login request
nRetVal = g_agent.Login(m_Args)
Log("OnSetAgentModeEvent", id, "Login request returned value = " & Str(nRetVal))
End Sub

Regards,
Geoff
Flag

RE: Doubts while connecting with CTI OS 8.0.1
Answer
9/1/12 3:34 PM as a reply to David Lender.
Hello Guys,

Here i am again...

I'll try to explaing what am i trying to do:

- Connecting to Session, using there arguments:

connectArgs.SetValue(Enum_CtiOs.CTIOS_CTIOSA, CTIOSIP_A);
connectArgs.SetValue(Enum_CtiOs.CTIOS_PORTA, CTIOSPORT_A);
connectArgs.SetValue(Enum_CtiOs.CTIOS_HEARTBEAT, 100);
connectArgs.SetValue(Enum_CtiOs.CTIOS_AGENTMODE, 1);
connectArgs.SetValue(Enum_CtiOs.CTIOS_AGENTID, "5003");
connectArgs.SetValue(Enum_CtiOs.CTIOS_PERIPHERALID, "1002");
connectArgs.SetValue(Enum_CtiOs.CTIOS_AGENTINSTRUMENT, "1002");
connectArgs.SetValue(Enum_CtiOs.CTIOS_AGENTPASSWORD, "123456");

- Receiving event OnConnection, and than setting up filter for some call events and setting up the agent, with SETAGENT, code as follow:

LogManager.DefaultLogger.Info("OnConnection...");

//Filtra para receber os eventos de ligação
CiscoAPI.Arguments argFilter = new CiscoAPI.Arguments();

//Handlers de erro
CiscoAPI.CilError filterError = new CiscoAPI.CilError();
CiscoAPI.CilError setAgentError = new CiscoAPI.CilError();
bool connect = true;


System.Text.StringBuilder filterMessage = new StringBuilder("MessageId= ");
filterMessage.Append((int)CiscoAPI.EventID.eCallDeliveredEvent).Append(", ");
filterMessage.Append((int)CiscoAPI.EventID.eCallEstablishedEvent).Append(", ");
filterMessage.Append((int)CiscoAPI.EventID.eCallHeldEvent).Append(", ");
filterMessage.Append((int)CiscoAPI.EventID.eCallRetrievedEvent).Append(", ");
filterMessage.Append((int)CiscoAPI.EventID.eCallClearedEvent).Append(", ");
filterMessage.Append((int)CiscoAPI.EventID.eCallConnectionClearedEvent).Append(", ");
filterMessage.Append((int)CiscoAPI.EventID.eCallOriginatedEvent).Append(", ");
filterMessage.Append((int)CiscoAPI.EventID.eCallFailedEvent).Append(", ");
filterMessage.Append((int)CiscoAPI.EventID.eCallConferencedEvent).Append(", ");
filterMessage.Append((int)CiscoAPI.EventID.eCallTransferredEvent).Append(", ");
filterMessage.Append((int)CiscoAPI.EventID.eCallDivertedEvent).Append(", ");
filterMessage.Append((int)CiscoAPI.EventID.eCallServiceInitiatedEvent).Append(", ");
filterMessage.Append((int)CiscoAPI.EventID.eCallQueuedEvent).Append(", ");
filterMessage.Append((int)CiscoAPI.EventID.eCallBeginEvent).Append(", ");
filterMessage.Append((int)CiscoAPI.EventID.eCallEndEvent).Append(", ");
filterMessage.Append((int)CiscoAPI.EventID.eCallDataUpdateEvent).Append(", ");
filterMessage.Append((int)CiscoAPI.EventID.eCallReachedNetworkEvent).Append(", ");
filterMessage.Append((int)CiscoAPI.EventID.eCallDequeuedEvent).Append(", ");
filterMessage.Append((int)CiscoAPI.EventID.eSnapshotCallConf).Append("; ");

if (argFilter.SetValue(Enum_CtiOs.CTIOS_FILTER, filterMessage.ToString()))
{
LogManager.DefaultLogger.Info("Set filter to listen to call events...");

filterError = Session.SetMessageFilter(argFilter);

if (filterError != CiscoAPI.CilError.CIL_OK)
{
LogManager.DefaultLogger.Error(filterError.ToString());
connect = false;
}
else
{
LogManager.DefaultLogger.Info("Set filter to listen to call events - SUCCESS");
}
}

CiscoAPI.Arguments agentArgs = new CiscoAPI.Arguments();

agentArgs.SetValue(Enum_CtiOs.CTIOS_AGENTID, "5003");
agentArgs.SetValue(Enum_CtiOs.CTIOS_PERIPHERALID, "1002");

Agent = new CiscoAPI.Agent(Session, agentArgs);

LogManager.DefaultLogger.Info("Set Agent to the Session, to listen to call events...");

setAgentError = Session.SetAgent(Agent);

if (setAgentError != CiscoAPI.CilError.CIL_OK)
{
LogManager.DefaultLogger.Error(setAgentError.ToString());
connect = false;
}
else
{
LogManager.DefaultLogger.Info("Set Agent to the Session - SUCCESS");
}

if (connect)
{
LogManager.DefaultLogger.Info("OnConnection - SUCCESS");
}


The problem is that i have a message error E_CTIOS_SET_AGENT_SESSION_DISCONNECT_REQUIRED when Session.SetAgent(),
why?!

It's important to say that my application will only monitor call events for a AGENT that will be PREVIOUSLY logged in CTIOS Server through CTI Toolkit Agent Desktop.

Regards.

Guilherme
Flag

RE: New Message from Guilherme Ferreira in Computer Telephony Integration O
Answer
9/1/12 4:01 PM as a reply to Guilherme Ferreira.
>>>>It's important to say that my application will only monitor call events for a AGENT that will be PREVIOUSLY logged in CTIOS Server through CTI Toolkit Agent Desktop.

I have a very similar requirement. I simply log the agent in (they already logged in, but this is perfectly legal and allows me to get the events) and put handlers on the callbacks I want to handle – like OnCallRTPStartedEvent(), OnCallEstablished() - and I exit the process when I hear OnPostLogoutByVal(). No need for the filters.

This agent-based process is actually launched by another CTIOS process acting as an “all events bridge”. It launches many of these agent-based processes, as required.

In the all events bridge process, I apply the filter for Agent State events.

I catch the login event (it’s actually a not ready event since there is no login event, but I use a hash map to figure it out) and launch the agent-based process for a single agent.

Comment out the Session.SetMessageFilter()

Regards,
Geoff
Flag

RE: Doubts while connecting with CTI OS 8.0.1
Answer
9/3/12 2:24 PM as a reply to GEOFFREY THOMPSON.
Hello there!

I finnaly could connect as Agent Mode and set up the agent to the session.

Now i have this event. on SetAgentMode:

[03/09/2012 10:21:25.669] [INFO ] [dotNET_Sess(58888299)_EvtThd(11)] [MainViewModel ] [ProcessSetAgentMode ] [ProcessSetAgentMode... (PeripheralID:5000 PeripheralType:0 AgentState:eUnknown AgentExtensionemoticonnull) AgentID:5003 AgentInstrument:1002 AgentPassword:123456 SkillGroupsemoticon) UniqueObjectID:agent.5000.5003 EventID:536870923 MessageID:eSetAgentModeEvent ClientAgentTemporaryID:agent.1346667686 ClassIdentifier:1 IsSupervisor:0 LastErroremoticondotNET_Sess(58888299)_EvtThd(11):0) ConnectionMode:1 Filter:filtertarget = agent.5000.5003 CILConnectionID:341 AutoLogin:0 SavedAgentState:9 WaitingforRecovery:0 SavedLoginInfoemoticon) StatusSystememoticonStatusCTIServer:True StatusCtiServerDriver:True StatusCentralController:True StatusPeripheralsemoticon5000:True)) CurrentProfileemoticonnull) IsAgentTeamMember:0 SavedAgentId:5003 OriginatingClientID:SP02-WPS030-6784-dotNET_Sess(58888299)_EvtThd(11) BlockAllEvents:True SilentMonitorTargetAgentUIDemoticonnull) SilentMonitorCallUIDemoticonnull))]

The message BlockAllEvents = true makes me receive no events after SetAgent();

How can i change this attribute?

Regards,

Guilherme
Flag

RE: New Message from Guilherme Ferreira in Computer Telephony Integration O
Answer
9/3/12 2:35 PM as a reply to Guilherme Ferreira.
You get the eSetAgentModeEvent after you called SetAgentMode. All you need to do know is log in. You won’t get agent specific events until you do that.

As I explained in a previous email, “they already logged in, but this is perfectly legal and allows me to get the events”.

Just call log in for the agent - and attach some handlers to the events and you will see them (or turn up tracing so you see the toolkit layer tracing them)

Regards,
Geoff
Flag

RE: New Message from GEOFFREY THOMPSON in Computer Telephony Integration Ob
Answer
9/3/12 2:43 PM as a reply to GEOFFREY THOMPSON.
Sorry – that should be “All you need to do NOW is log in”

Regards,
Geoff
Flag

Collateral


No files available