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Created by: Asmita Patil on 12-12-2012 07:33:06 AM 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
Subject: RE: New Message from Asmita Patil in Computer Telephony Integration Object Replied by: David Lender on 12-12-2012 08:30:18 AM If the transfer is complete the call ends and (supervisor) agent goes into wrapup state. Where are you using CTIOS_SUPERVISORAGENTSTATE?
Subject: RE: New Message from Asmita Patil in Computer Telephony Integration Object Replied by: David Lender on 12-12-2012 10:35:55 AM 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.
Subject: RE: JAVA Supervisor Query Replied by: Asmita Patil on 13-12-2012 01:59:52 AM
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
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.
Subject: RE: New Message from Asmita Patil in Computer Telephony Integration Object Replied by: David Lender on 13-12-2012 09:18:57 AM 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.
Subject: RE: New Message from Asmita Patil in Computer Telephony Integration Object Replied by: Asmita Patil on 14-12-2012 06:33:59 AM 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
Subject: RE: New Message from Asmita Patil in Computer Telephony Integration Object Replied by: David Lender on 14-12-2012 08:54:39 AM Supervisor cannot reconnect a call that has been transferred. Have you tried the same scenario using the out of box CTIOS Supervisor desktop?
Subject: RE: New Message from Asmita Patil in Computer Telephony Integration Object Replied by: Asmita Patil on 17-12-2012 12:01:08 AM 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.
Subject: RE: New Message from Asmita Patil in Computer Telephony Integration Object Replied by: David Lender on 17-12-2012 09:19:16 AM 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.
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