This document was generated from CDN thread
Created by: Huthesha K on 06-12-2011 05:02:21 AM
Hi,
I am developing a agent dekstop application using JavaCIL. we are using java applet for developing the application. Now I want to develop an integrated chat application, which will list out all agent who have logged in, along with thier states. I am able to send chat messages using sendChatMessage API. But i am not finding any API to get the list of agents who have logged in. How can it be done? Please help me in this regards?
Thanks,
Huthesh.
Subject: RE: New Message from Huthesha K in Computer Telephony Integration Object Se
Replied by: David Lender on 06-12-2011 09:23:55 AM
There is no API to get a list of all logged in agents. You can get a list of agents belonging to a supervisor¿s team (limit of 25 agents per team so don¿t try building a single team of all agents in the enterprise).
To obtain the list of agents on a specific team, use the Agent.RequestAgentList(Arguments args) and Agent.StartMonitoringAgentTeams(Arguments args) per Chapter 4 of the CTIOS Developers Guide,
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Subject: RE: New Message from Huthesha K in Computer Telephony Integration Object Se
Replied by: Shannon McCoy on 06-12-2011 12:08:32 PM
While David is right that there is no one API that will give you a list of agents it is possible to do this.
1. Create a seperate MonitorMode application on a server.
2. Set your mask to get all CIL events.
3. Catch eAgentStateEvent, eNewAgentTeamMemeber, eMonitoredAgentInfoEvent, eAgentInfoEvent, eQueryAgentStateConf events. There is no one event that gives you everything you need. You have to cobble together the information from mulitple events.
4. Store the info you recieve in a suitible object collection.
5. Use a publish/subscribe pattern to send the agent information to your chat app.
I do this successfully everyday in a large customer for my custom dashboards.
