This document was generated from CDN thread
Created by: Yasser sayed on 02-03-2010 05:58:18 AM
How to get Agent who answer a call in monitor mode?
Subject: RE: New Message from Yasser sayed in Computer Telephony Integration Object
Replied by: David Lender on 02-03-2010 04:07:58 PM
If you are referring to call and agent control from monitor mode
applications, this is not supported. hence the name "monitor mode"
If you want a monitor mode application to receive notification of the
agentid of the call that was answered by an agent mode application, for
UCCE you may be able to use the RTP Start event which can contain the
agentid as well as the connectioncallid.
There's really no good mapping for TDM ACDs, though you could try
matching the DNIS in the Call event to the Agent's Instrument in the
Agent State event. The call object's unique objectid is in the form
call.5000.202.23901 where 5000 is the peripheralid generated by ICM,
202 is the connectioncallid generated by the ACD, and the
connectiondeviceid generated by the ACD. The connectiondeviceid is
usually the same as the agent's instrument but you will need to verify
this in your TDM or UCCE environment
Subject: RE: How to get Agent who answer a call in monitor mode?
Replied by: Shannon McCoy on 15-07-2010 10:55:10 AM
I also use the eCallEstablished event and use the AnsweringDeviceID Argument. That will give you the agents extension and you can associate that to the agent id.
