Supervisor functionality

Version 1
    This document was generated from CDN thread

    Created by: Rene Bechmann on 28-02-2009 06:09:17 PM
    Hi,
     
    What protocol requests would be needed to implement a supervisor view where all the team members are listed with there current agent state and statistics counters as well as the calls currently precent on an selected team members phone?
     
    Compared to the CTIOS SDK it seems that "Supervisor Set Ready" and "Supervisor Logout" are missing can they be implemented somehow?
     
    Kind regards
     
    René

    Subject: RE: New Message from Rene Bechmann in Unified Contact Center Express CTI (U
    Replied by: David Lender on 02-03-2009 01:15:17 PM
    The UCCX CTI protocol is very different from the CTIOS SDK.    The UCCX
    CTI protocol does not provide for Supervisor setting a team member's
    agent state.    A Supervisor would have to have a bridge mode
    application in order to control agent states for other than the
    supervisor agent.

    Subject: Supervisor functionality
    Replied by: Rene Bechmann on 04-03-2009 12:05:24 PM
    Hi David,
     
    Can you tell me what protocol requests would be needed to implement a supervisor view where all the team members are listed with there current agent state and statistics counters as well as the calls currently precent on an selected team members phone?
     
    Kind regards
     
    René

    Subject: RE: New Message from Rene Bechmann in Unified Contact Center Express CTI (U
    Replied by: David Lender on 04-03-2009 02:11:17 PM
    Unlike CTIOS, there is no support in UCCX CTI for a supervisor view.
    Cisco Supervisor Desktop uses a private protocol to send team members
    agent states, statistics and calls to their supervisor app.