JAVA Supervisor Query http://developer.cisco.com/c/message_boards/find_thread?p_l_id=&threadId=9292937 2013-05-19T19:30:16Z 2013-05-19T19:30:16Z David Lender http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=9462624 2012-12-17T15:19:16Z 2012-12-17T15:19:16Z

I suggest you review and compare the CTIOS Supervisor Desktop client log with the client log from your custom application to determine why the CTIOS Supervisor Desktop scenario is working correctly but your custom application is not.

David Lender 2012-12-17T15:19:16Z Asmita Patil http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=9446285 2012-12-17T06:01:08Z 2012-12-17T06:01:08Z

yeh i have tried it with the same scenario using the out of box CTIOS Supervisor desktop. it is working fine with CTIOS Supervisor desktop.As it is two step transfer Supervisor can reconnect a call that has been transferred before completing call.    

Asmita Patil 2012-12-17T06:01:08Z David Lender http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=9367992 2012-12-14T14:54:39Z 2012-12-14T14:54:39Z

Supervisor cannot reconnect a call that has been transferred. Have you tried the same scenario using the out of box CTIOS Supervisor desktop?

David Lender 2012-12-14T14:54:39Z Asmita Patil http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=9366153 2012-12-14T12:33:59Z 2012-12-14T12:33:59Z

we solved our issue by checking no of calls without using CTIOS_SUPERVISORAGENTSTATE. now we have one more query . when we transfer call from supervisor to agent ,agent answers call and  supervisor tries to reconnect the call  insted of Release & Hold button Relese & Retrive button get activated

Asmita Patil 2012-12-14T12:33:59Z David Lender http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=9332494 2012-12-13T15:18:57Z 2012-12-13T15:18:57Z

If the agent goes to a work state then you should pop Wrapup window. If you don’t want a supervisor to get wrapup window then check to see if the agent is a supervisor using isSupervisor property of the agent object. CTIOS_SUPERVISORAGENTSTATE is not used.

David Lender 2012-12-13T15:18:57Z Asmita Patil http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=9319993 2012-12-13T07:59:52Z 2012-12-13T07:59:52Z

[quote=Asmita Patil]we are developing supervisor agent desktop in java.we facing some issue while completing transfer . we are getting wraup window while completing transfer call. we found one solution .we got CTIOS_SUPERVISORAGENTSTATE ,is there any difference between CTIOS_AGENTSTATE and  CTIOS_SUPERVISORAGENTSTATE because when we use  CTIOS_SUPERVISORAGENTSTATE we got supervisor state unknown but not wrapup window. can you please guide us on above problem[/quote] we have already tried with CTIOS_WRAPUPOKENABLED but still we are getting wrapup window while comlpeting transfered call. we tried with CTIOS_SUPERVISORAGENTSTATE in OnAgentStateChange event.    

Asmita Patil 2012-12-13T07:59:52Z David Lender http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=9299357 2012-12-12T16:35:55Z 2012-12-12T16:35:55Z

The wrapup window should be determined by the supervisor (agent’s) state of WorkReady or WorkNotready. CTIOS_SUPERVISORAGENTSTATE should not be used. There are arguments related to whether or not to pop the wrapup window in After Call Work states. CTIOS_INCOMINGOROUTGOING indicates the direction of the call. The defined values are: 0 = the direction of the call is unknown 1 = the call is an incoming call and the agent may enter wrapup data 2 = the call is an outgoing call and the agent may not enter wrapup data You can use the GetValueInt method to obtain this value on the Agent object. CTIOS_WRAPUPOKENABLED indicates whether wrapup data is required for the recently ended call. A value of false indicates that wrapup data is not required.

David Lender 2012-12-12T16:35:55Z David Lender http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=9295748 2012-12-12T14:30:18Z 2012-12-12T14:30:18Z

If the transfer is complete the call ends and (supervisor) agent goes into wrapup state. Where are you using CTIOS_SUPERVISORAGENTSTATE?

David Lender 2012-12-12T14:30:18Z Asmita Patil http://developer.cisco.com/c/message_boards/find_message?p_l_id=&messageId=9292936 2012-12-12T13:33:06Z 2012-12-12T13:33:06Z

we are developing supervisor agent desktop in java.we facing some issue while completing transfer . we are getting wraup window while completing transfer call. we found one solution .we got CTIOS_SUPERVISORAGENTSTATE ,is there any difference between CTIOS_AGENTSTATE and  CTIOS_SUPERVISORAGENTSTATE because when we use  CTIOS_SUPERVISORAGENTSTATE we got supervisor state unknown but not wrapup window. can you please guide us on above problem

Asmita Patil 2012-12-12T13:33:06Z