cancel
Showing results for 
Search instead for 
Did you mean: 
cancel

QueryAgentState Event

313
Views
0
Helpful
0
Comments
This document was generated from CDN thread

Created by: Mert Yeter on 18-04-2013 07:56:42 AM
Hello,
 
We're developing a custom application with CTIOS Toolkit and UCCE 9.0.1. Here is the scenario:
 
Customer comes to an agent from IVR menu, and agent sends customer back to IVR for an operation (like setting a password). We want to send that customer to same agent after operation is done.
 
Is is possible to catch an special event like OnQueryAgentStateConf when agent state queried from ICM to set its state to available?

Subject: RE: New Message from Mert Yeter in Computer Telephony Integration Object Se
Replied by: Jason Williams on 18-04-2013 08:20:28 AM
The answer to the issue is for the agent to conference the caller into the IVR for further validation and monitor the call, The IVR performs it’s activity and then drops the call. At this point the conference is removed.



From: Cisco Developer Community Forums [mailto:cdicuser@developer.cisco.com]
Sent: 18 April 2013 14:00
To: cdicuser@developer.cisco.com
Subject: New Message from Mert Yeter in Computer Telephony Integration Object Server (CTIOS) Toolkit - CTIOS Toolkit Questions: QueryAgentState Event



Mert Yeter has created a new message in the forum "CTIOS Toolkit Questions": -------------------------------------------------------------- Hello, We're developing a custom application with CTIOS Toolkit and UCCE 9.0.1. Here is the scenario:

Customer comes to an agent from IVR menu, and agent sends customer back to IVR for an operation (like setting a password). We want to send that customer to same agent after operation is done.

Is is possible to catch an special event like OnQueryAgentStateConf when agent state queried from ICM to set its state to available?
--
To respond to this post, please click the following link: http://developer.cisco.com/web/ctios/community/-/message_boards/view_message/14398221 or simply reply to this email.



***************************************************************
The information contained in this e-mail and any files transmitted
with it is confidential and may be subject to legal professional
privilege. It is intended solely for the use of the addressee(s).
If you are not the intended recipient of this e-mail, please note
that any review, dissemination, disclosure, alteration, printing,
copying or transmission of this e-mail and/or any file transmitted
with it, is prohibited and may be unlawful.
If you have received this e-mail by mistake, please promptly
inform the sender by reply e-mail and delete the material.
Whilst this e-mail message has been swept for the presence of
computer viruses, eircom does not, except as required by law,
represent, warrant and/or guarantee that the integrity
of this communication has been maintained nor that
the communication is free of errors, viruses, interception or
interference.

eircom Limited. Private Company Limited by Shares.
Registered in Dublin. Registration Number 98789.
Registered Office - 1 Heuston South Quarter, St. John’s Road, Dublin 8.

***************************************************************

Subject: RE: New Message from Mert Yeter in Computer Telephony Integration Object Se
Replied by: David Lender on 18-04-2013 10:31:15 AM
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
CreatePlease to create content
Content for Community-Ad
August's Community Spotlight Awards