Mapping ICM PeripheralKey to Callmanager GCID

RE: New Message from Basudeb Acharyya in Computer Telephony Integration Obj

2013-06-17T13:12:41Z

I believe you want to create each of your CTIOSOBJ in a separate thread but is a design question that I cannot answer. You may wish to engage the Contact Center Custom Engineering team who can assist you with the design of a multi-threaded CTIOS Agent mode application. You can contact that team at Custom-Application-Request@cisco.com There is a fee for this service.

RE: New Message from Basudeb Acharyya in Computer Telephony Integration Obj

2013-06-14T19:32:41Z

Agent mode is for one agent only. You will have to create an agent mode session for each agent.

RE: New Message from David Lender in Computer Telephony Integration Object

2013-06-06T19:03:44Z

If eliminating the WaitObjects doesn’t fix the issue, then you should engage the consulting services of our Custom Engineering Team. Contact them at custom-application-request@cisco.com There is a fee for this service. I showed your code to a member of that team and he thinks the code will never work and needs to be redesigned. Sorry I can’t be of more help.

RE: New Message from Artem Repko in Computer Telephony Integration Object S

2013-06-06T18:59:15Z

It’s not a Version issue. We’ve got CTIOS Web Services versions spanning from 7.0 to 9.1 that use the same code. So we know it’s not a version issue. I see that you’re using a WaitObject inside of your class. I’m not sure that will work. I know there’s a big bold note in the Dev Guide (page 497) not to use a WaitObject inside of an Event Handler because it will cause event deadlocks. That may be it. You need to rework the code to take that out, and just set a flag to indicate that Login is progress. Then in the handler for OnSetAgentModeEvent do the login.

RE: Multiple sessions: events handle only the last one

2013-06-06T13:42:35Z

In the CTIOS Web Service available from Custom Engineering ([email=mailto:custom-application-request@cisco.com]custom-application-request@cisco.com[/email]) we are using the .NET CIL in C# and create a Session and Agent for every agent connecting in via a web page. It works great. However, what we do is create an object that encapsulates the Session, Agent, and IGenericEvents in one object called the CTIObject. Then as new agents connect in, we instantiate a new instance of CTIObject for that agent. In the constructor for the CTIObject we create a new Session and Agent object, and set up the event listener using the reference to the newly created CTIObject as the event listener (i.e. CTIObject implements IGenericEvent interface). So all events are then handled by the CTIObject instance for that particular agent. We think your problem is you are attempting to reuse the same object as your event listener for all sessions, which will not work. You will need a separate instance of the IGenericEvents object for each Session and Agent, so that the listener is unique to that particular Session and Agent object. I’m attaching a sanitized version of the CTIObject that we use. Nothing propriety in it. We originally lifted it from the C# Combo Desktop Sample, and made just a few changes to get it to work in a multi-agent environment. Feel free to use it.

RE: New Message from Gerard O'Rourke in Computer Telephony Integration Obje

2013-05-31T14:23:34Z

IVR or CVP events are not available via CTIOS filter mode app. You will need to use CTI Server protocol for this. Also, MinimizeEventArgs only changes the arguments that are sent with a specific event, it doesn’t change which events are sent.

RE: New Message from Shobhit Sinha in Computer Telephony Integration Object

2013-05-28T14:23:35Z

Regarding your questions: 1) Restriction of codes on CTI OS Client. E.g: When Agent choose Not ready state for Lunch then after 45 Minutes it goes to Ready state automatically. There is no configuration for this. You would have to code this in your agent desktop. 2) Only Supervisor can change the reason code not the agent. There is no configuration for this. You would have to code this in your agent desktop. 3) Wrap up codes for Agents. There are no codes. Applications can set wrapup data which is a string. These are not configured in UCCE. They need to be handled by your application.

RE: New Message from Vladimir Lozano Martinez in Computer Telephony Integra

2013-05-15T21:58:22Z

The CTIOS System Manager’s Guide has a section on configuring the call appearance grid. It is right after the section on configuring connection profiles.

RE: New Message from Vladimir Lozano Martinez in Computer Telephony Integra

2013-05-15T21:17:31Z

There is no configuration required in CTIOS. Multi-line is configured in UCCE. See the document “Multi line support in UCCE 8.0” in this Developer Center.

RE: New Message from Michael Aossey in Computer Telephony Integration Objec

2013-05-02T17:49:07Z

If you are getting “blocked” agent state messages this is by design, if you look at the setAgentMode event, you should see the "BlockAllEvents" flag is set to true by the CTIOS server. This flag indicates that all the events that are received by the client will be blocked until the client authorization (and the login) is complete. The only set of events that are exempted from this list are given below : eOnConnection,eOnConnectionClosed,eOnConnectionRejected,eOnConnectionFailure,eOnCILError,e OnHeartbeat,eOnMissingHeartbeat,eGlobalSettingsDownloadConf, eCTIOSFailureEvent,eLogToServerConf,eIdentifyClientConf,eQueryAgentStateConf,eSetAgentStat eConf,eControlFailureConf,eAgentDeskSettingsConf, eSetAgentModeEvent,eAgentInfoEvent After the agent logs in and is authorized, you should see that this flag is set to False and the client is eligible to receive all the events.

RE: New Message from ROLAND BURKI in Computer Telephony Integration Object

2013-04-30T15:13:07Z

A direct preview call can be accepted, skipped, rejected, skipclosed or rejectclosed. I am not aware of a way to change the preview phone number.

RE: New Message from Vladimir Lozano Martinez in Computer Telephony Integra

2013-04-29T15:02:07Z

See the CTIOS System Managers Guide section on CTIOS Configuration Server\Agent configuration for PollingIntervalSec which defaults to 15.

RE: New Message from vincent lui in Computer Telephony Integration Object S

2013-04-25T17:42:07Z

Looks like you are right the login form gets updated to display LoginName if CTIOS Server is configured for it. Is your login form showing the LoginName field? If so, please provide a client log snippet showing the Login request with the LoginName argument and the error message you are receiving.

RE: New Message from vincent lui in Computer Telephony Integration Object S

2013-04-25T17:10:07Z

ICM does not allow you to create an agentid with more than 11 digits. The C# combo desktop only supports AgentID not LoginName for login. You will need to modify the C# combo desktop to login by loginname.

RE: New Message from KAZIM ALTIN in Computer Telephony Integration Object S

2013-04-22T14:00:04Z

you will always get all team members when StartMonitoringAgentTeam. There is no configuration to change this.

RE: New Message from Mert Yeter in Computer Telephony Integration Object Se

2013-04-18T15:31:15Z

Theres no way to do this with CTIOS. You might be able to do it with ICM scripting by updating the callvariable information for the call with the agentID that first handled the call, but ICM scripting is outside the scope of this forum. I suggest you post your scenario in the Contact Center forums here https://supportforums.cisco.com/community/netpro/collaboration-voice-video/contact-center

RE: CTIOS Combo Desktop - Not Ready Reason Code Unknown

2013-04-12T17:05:23Z

The only way I know to get the reason code is on the AgentStateChange event. It is not possible to get reason code whenever an agent is added to the grid.

RE: webased softphone

2013-04-12T17:03:49Z

CTIOS 8.5 All Agent monitor is a CTIOS Filter mode application. CTIOS Filter mode applications may not perform agent state or call control, they may receive events only. You would have to develop a multi-threaded multi-agent mode application which then commuicates with your html softphone..

RE: New Message from Vladimir Lozano Martinez in Computer Telephony Integra

2013-04-02T12:48:01Z

CallQueuedEvent and CallDequeuedEvent are NOT available for UCCE. They are available for TDM ACDs only. See the CTIOS System Manager’s Guide section on Peripheral Specific Support.

Mapping ICM PeripheralKey to Callmanager GCID

2013-03-25T14:29:55Z

Here is an "as is" routine to map CTIOS ConnectionCallID (PeripheralKey) to Callmanager GCID