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Created by: Oleg Doroshenko on 08-10-2013 08:57:01 AM Hi all.
Is there is a way to track all calls in progress on ICM? All calls means calls on different peripherals(connected to agents, connected to IVR,Queued,Transferred,Conferenced). We need to track every call as entity and know when it starts and ends.
WE are using UCCEv9.0+developing CTI OS desktop.
Subject: RE: New Message from Oleg Doroshenko in Computer Telephony Integration Obje Replied by: David Lender on 08-10-2013 09:42:28 AM There is not a way to track all calls in progress on ICM.
You can create a CTIOS Filter mode application but you will only get calls sent to agents on a single peripheral. You will not get events for calls connected to IVR or calls that are queued.
Subject: RE: New Message from Oleg Doroshenko in Computer Telephony Integration Obje Replied by: Oleg Doroshenko on 08-10-2013 10:01:22 AM
David Lender:
There is not a way to track all calls in progress on ICM.
You can create a CTIOS Filter mode application but you will only get calls sent to agents on a single peripheral. You will not get events for calls connected to IVR or calls that are queued.
maybe we can track all calls on CTI server?
Subject: RE: New Message from Oleg Doroshenko in Computer Telephony Integration Obje Replied by: David Lender on 08-10-2013 10:48:28 AM With a CTI Server CTI_SERVICE_ALL_ EVENTS client you should receive CALL_QUEUED events.
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