http://developer.cisco.com/c/message_boards/find_category?p_l_id=&mbCategoryId=1056693 2013-05-26T08:35:00Z 2013-05-26T08:35:00Z David Lender http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15299952 2013-05-15T21:58:22Z 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.

David Lender 2013-05-15T21:58:22Z Vladimir Lozano Martinez http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15299565 2013-05-15T21:29:04Z 2013-05-15T21:29:04Z

[quote=David Lender]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.[/quote]   What I mean is next: In the CTIOS Agent Desktop configure the Call Apperance grid to show or hide the colums, or change the titles for "Var 1" i. e. Like configuring diferent Conections profiles (refering to  CTI OS System Manager Guide)        

Vladimir Lozano Martinez 2013-05-15T21:29:04Z David Lender http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15301086 2013-05-15T21:17:31Z 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.

David Lender 2013-05-15T21:17:31Z Vladimir Lozano Martinez http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15299128 2013-05-15T20:51:31Z 2013-05-15T20:51:31Z

It is posible to configure Multiple Call Appearance in the same CTIOS Instance?

Vladimir Lozano Martinez 2013-05-15T20:51:31Z Basudeb Acharyya http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=15300284 2013-05-15T20:33:25Z 2013-05-15T20:33:25Z

Hello, We are also thinking to implement  Client server architecture using CTIOS 7.5. I have a quick question for you about event handling: To maintain muliple sessions we could have a single event processor open the session and dispatch the messages for all sessions  or we could simply create an even processor for each session and execute the event processor in its own thread, one per session and essentially have multiple silos running in parallell. Please let me know which one you followed.

Basudeb Acharyya 2013-05-15T20:33:25Z Michael Aossey http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=14893308 2013-05-02T17:58:53Z 2013-05-02T17:58:53Z

Thanks for the quick response David.  I am seeing eAgentStateEvent being blocked (log entries below) so i believe this is expected based on your response.   05/02/2013 13:01:01.4124 CTIObject.OnEvent: Received Event: eAgentInfoEvent Arguments: (AgentID:622665 AgentLastName:Aossey AgentFirstName:Mike UniqueObjectID:agent.5000.622665 MessageID:eAgentInfoEvent SupervisorKey:(null) LoginName:maossey) 05/02/2013 13:01:01.4748 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.4748 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.4748 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.4748 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.4748 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.4748 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.4748 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.4748 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.4748 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.4904 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.4904 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.4904 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.4904 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.4904 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.4904 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.4904 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.4904 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.4904 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.4904 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.4904 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.4904 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.4904 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.4904 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.5060 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.5060 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.5060 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.5060 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.5060 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.5060 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.5060 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.5060 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.5060 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.5060 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.5060 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.5060 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.5060 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.5060 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.5060 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.5216 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.5216 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.5216 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.5216 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.5216 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.5216 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.5216 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.5216 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.5216 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.5216 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.5216 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.5216 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.5216 CtiOsSession(31914638).CCtiOsSession::OnEvent, Event eAgentStateEvent is blocked. 05/02/2013 13:01:01.5216 CTIObject.OnEvent: Received Event: eSetAgentStateConf Arguments: (UniqueObjectID:agent.5000.622665 MessageID:eSetAgentStateConf FilterTarget:agent.5000.622665 TargetCILClientID:D2UA1060WLC-7420-dotNET_Sess(31914638)_EvtThd(5) BlockAllEvents:False) 05/02/2013 13:01:01.5216 MainForm.OnEvent: Event received with unrecognized EventID: eSetAgentStateConf

Michael Aossey 2013-05-02T17:58:53Z David Lender http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=14891926 2013-05-02T17:49:07Z 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.

David Lender 2013-05-02T17:49:07Z Michael Aossey http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=14892488 2013-05-02T17:25:10Z 2013-05-02T17:25:10Z

Jeremy, Did you find a solution to this problem or some reason why it is happening?  I am seeing the same thing in my logs with the 9.0 .NET CIL. -Mike

Michael Aossey 2013-05-02T17:25:10Z David Lender http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=14804332 2013-04-30T15:13:07Z 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.

David Lender 2013-04-30T15:13:07Z ROLAND BURKI http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=14794843 2013-04-30T10:08:13Z 2013-04-30T10:08:13Z

Hi All, We have a customer who has some “special requirements” how to handle direct preview Calls. Actually, we can define up to 10 Phone Numbers to be imported for each Record (let’s call it AccountNumber) Workflow (should be) at the Agent: Agent receives the preview of an imported record. Agent takes the Account Number and goes in the CRM System having a look to the file of this customer Based on what’s the history of the customer, the Agent decides what PhoneNumber (1 of max 10 – the imported ones) has to be dialed manualy. Background: depending of the escalation level it might not be the customer dialed. Unfortunately, this filtering / this categorization cannot be automated and it really needs the Agent to decide what Number has to be dialed. Is there any possibility to somehow overwrite the Number which will be dialed when (or before) setting the BAResponse Variable to “Accept” on the Agent frontend? Any ideas for workarround? Thanks Roland

ROLAND BURKI 2013-04-30T10:08:13Z David Lender http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=14759401 2013-04-29T15:02:07Z 2013-04-29T15:02:07Z

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

David Lender 2013-04-29T15:02:07Z Michael Aossey http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=14742911 2013-04-29T02:46:18Z 2013-04-29T02:46:18Z

Hello Everyone, Is there a way to get the ICM CallTypeID for a call delivered to a CTIOS agent via the CIL?  An example would be if I had a CallType in ICM with a name of "Sales" and an ID of 5010 and this was the last CallType set by the routing script that queued the call to the UCCE agent?  I am looking for a way to get the id 5010 from the data payload that is delivered with the call.  I don't believe that this is available but I want to make sure that I not overlooking something before I resort to editing a ton or routing scripts set this infomration into a peripheral variable.  Thank you in advance for the response. -Mike

Michael Aossey 2013-04-29T02:46:18Z Vladimir Lozano Martinez http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=14707799 2013-04-26T17:23:44Z 2013-04-26T17:23:44Z

[quote=Vladimir Lozano Martinez]Hello David, There is a way to set/change the frecuency for agent Statistics?   Greetings![/quote]   I found it, I was omiting change the "PollForAgentStatsAtEndCall" at the registry. Greetings  

Vladimir Lozano Martinez 2013-04-26T17:23:44Z Vladimir Lozano Martinez http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=14700923 2013-04-26T16:08:08Z 2013-04-26T16:08:08Z

Hello David, There is a way to set/change the frecuency for agent Statistics?   Greetings!

Vladimir Lozano Martinez 2013-04-26T16:08:08Z David Lender http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=14666832 2013-04-25T17:42:07Z 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.

David Lender 2013-04-25T17:42:07Z vincent lui http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=14666551 2013-04-25T17:31:34Z 2013-04-25T17:31:34Z

Can you clarify why the C# Combo Desktop only supports AgentID?  I reviewed the C# source codes and there is a check for ShowFieldBitMask and updates the Login form to display Login Name: or Agent ID:. Once the btnOK_Click event is triggered, it populates the Login ARGS object with either the Agent ID or Login Name based on the label text. Are you saying that the logic for Login Name never gets triggered? [quote=David Lender]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.[/quote]

vincent lui 2013-04-25T17:31:34Z David Lender http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=14666178 2013-04-25T17:10:07Z 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.

David Lender 2013-04-25T17:10:07Z vincent lui http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=14638227 2013-04-25T00:34:07Z 2013-04-25T00:34:07Z

All, Have an issue with the C# CTIOS Desktop (non-modified) with NETCIL 9.0.347, where it's throwing an exception upon logging in: AgentID should not be more than 11 digits. The CTIOS Agent PG is configured for Login Name and the Win32 Out Of The Box CTIOS Agent Desktop 9.0.347 has no issues with Login Names greater than 11 characters. Checked the C# CTIOS Desktop Toolkit source codes and unable to find the error message.  Assume it's coming from the NETCIL itself. Thanks! Vincent

vincent lui 2013-04-25T00:34:07Z David Lender http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=14519993 2013-04-22T14:00:04Z 2013-04-22T14:00:04Z

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

David Lender 2013-04-22T14:00:04Z KAZIM ALTIN http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=14426945 2013-04-19T07:29:04Z 2013-04-19T07:28:07Z

Hi all, I added a combobox listing the teams assigned to the supervisor and I use StartMonitoringAgentTeam funciton with Team ID of Agent object when a team is selected in the Team List.The problem is that all team members are listed in the grid. As it is supposed to be list just selected team members? Is there a flag to be set? function? thanks

KAZIM ALTIN 2013-04-19T07:28:07Z