Remote state change on CAD (CCX 8.5.1)

[Thomas Johannesen]

Hey.

Is there a way to remotely change the agents state in the CAD (so i can make an ready / notReady button on theagents  Ipphone, thats affect the CAD state.)

Just like and supervisor can do in the CSD with making and agent ready/not ready.

REagrds

Thomas

[Anthony Holloway]

Yes.  Look into IPC Actions.  They allow you to send "commands" to CAD remotely.

[Thomas Johannesen]

Do you know where I can find the XML schema for this ??

[Anthony Holloway]

Whoops! I just checked the admin guide and there is no action for setting the state of the agent.  Sorry.  I thought there was.  Here are the only options via IPC remote actions:

Five actions are supported by the IPC Receive Event:

-IPC Make Call Action (page 78)

-IPC High Priority Chat Action (page 78)

-IPC Record Action (page 79)

-IPC Agent Notification Action (page 79)

-IPC Set Variable Action (page 80)

I'll have to think about this some more.  Obviously the CSD client can set state remotely, but I think you already know that. Sounds like you're looking for alternative methods. E.g., phone services

[Aaron Harrison]

Hi

There is a UCCX CTI API you can use to do all this stuff (I think) : http://developer.cisco.com/web/uccxcti/overview

It's so old school it hurts though - no XML here.

Aaron

[Anthony Holloway]

@aaronharrison - talk about a huge undertaking.  good remembering that it exists though.

[Aaron Harrison]

I want to use it - but the kind of dev skills I'd learn are surely never going to be of use to me again...

Roll on Finesse?

[Anthony Holloway]

If one were so inclined, could they make a CAD/CSD replacement with that CTI Toolkit?

[Aaron Harrison]

I believe so...

[Anthony Holloway]

Sorry, but I'm conceding defeat on this one.  The CTI toolkit Aaron mentioned is probably the only way.