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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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Monitoring without login

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Monitoring without login
Answer
10/22/12 2:14 PM
Hello There,
I have connected to a CTI OS Server 8.0.1 using and AgentMode connection to monitor when the current agent receives an event of "OnAgentStateEvent" with the ReasonCode '32767' to popup a message to the agent to warn him that he is not ready beacause of the redirect.
My application works fine and it is working on production environment.
I have just one issue that the supervisor is complaning about the agent to be "twice login". Even when the agent loggout from the CTI OS Toolkit, my application still working (and keep the agent logged in) to receive future events.
 
There is anyway to set an agent mode connection and log in with an agent WITHOUT count the agent as "LOGGED IN"? This is "breaking" the reports...
 
I'd like to develop some "silent monitoring..."
 
Thanks
 
Guilherme
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RE: New Message from Cristian Gomes in Computer Telephony Integration Objec
Answer
10/22/12 4:44 PM as a reply to Cristian Gomes.
As you have noted, CTIOS allows more than one instance of an agent to be logged in. The only way around this is to set RejectIfAlreadyLoggedIn in the CTIOS registry (see the CTIOS System Administrator Guide, but that would defeat the purpose of your agent mode connection to monitor the agentstateevent. How is the agent logging in? I can think of no way around having your agent mode connection not to be counted as an agent logged in.

This is unrelated to silent monitoring.
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RE: Monitoring without login
Answer
10/22/12 4:57 PM as a reply to David Lender.
Hi David,
Thanks for your fast reply.
My application is installed in a Call Center with 30 people using through CTI OS Toolkit - Agent Desktop 8.0.1.
Every time that the Cti Toolkit opens (we monitors the .exe process) we start to monitor the agent, based on the CTI OS\LastLogin windows registry. After that, the agent log in using cti toolkit and at this moment, this agent is "twice logged in".
When the agent logs out or close de application, we need to keep our monitoring and mantain the agent as "logged in", otherwise how can we listen to the agents events?
We thought to create a bridge service as Monitor Mode (just one) to monitor all agents and call back all clients to do an specific procedure when the agent event turns into "not ready" because of a "redirect on no answer" reason code.
If you have any strategy to help us, we'll appreciate that.
 
Regards
Guilherme
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RE: New Message from Cristian Gomes in Computer Telephony Integration Objec
Answer
10/22/12 6:52 PM as a reply to Cristian Gomes.
I see no way around having 2 agent mode connections in your scenario. An alternative is to create your own CTIOS Agent desktop based on the code in the toolkit for the CTIOS Agent Desktop and add the check of not ready reason to your own application. Then you wouldn’t need a second application to check.

Regarding a monitor mode application, you certainly can use it to notify your agents that they are not ready due to a redirect on no answer.
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