Need Help: Supervisor Desktop can't see Agents

Version 1
    This document was generated from CDN thread

    Created by: Dmitri Louchnikov on 09-09-2009 08:31:25 AM
    Hi everybody!
    I have developed the application that works instead of Cisco Agent Desktop for UCCX.
    The application supports CTI Protocol v.12. it controls Agent states (Ready, NotReady) and processes calls (Answer, Release, Hold, Retrieve, Transfer).
    But when we use it for any Agent, the application itself works correct, but Cisco Supervisor Desktop can not see this agent's state: the Supervisor Desktop displays only common statistics (number of agents logged in etc.) and do not show the agents in agent list (see attached screenshot).
    Where could be the problem?
     
    Dmitri

    Subject: RE: New Message from Dmitri Louchnikov in Unified Contact Center Express CT
    Replied by: David Lender on 09-09-2009 01:38:08 PM
    Cisco Supervisor Desktop for UCCX uses an internal proprietary protocol
    (a chat server) to receive supervisors team agent state info from Cisco
    Agents.  It is up to the developer to create their own compatible
    Supervisor Desktop application to go with their own Agent Desktop
    application.  The UCCX CTI protocol does not support receiving agent
    state information by a supervisor for their team.

    Subject: RE: New Message from Dmitri Louchnikov in Unified Contact Center Express CT
    Replied by: Dmitri Louchnikov on 09-09-2009 03:31:36 PM
    Cisco Supervisor Desktop for UCCX uses an internal proprietary protocol
    (a chat server) to receive supervisors team agent state info from Cisco
    Agents.  It is up to the developer to create their own compatible
    Supervisor Desktop application to go with their own Agent Desktop
    application.  The UCCX CTI protocol does not support receiving agent
    state information by a supervisor for their team.


     
    David, thanks a lot!
    how do you think, is there any possibility for our application to communicate with native Supervisor Desktop via chat server?
    Are there any APIs and developer guides?

    Subject: RE: New Message from Dmitri Louchnikov in Unified Contact Center Express CT
    Replied by: David Lender on 09-09-2009 08:06:08 PM
    No there Supervisor desktop has no API and is proprietary.  It was
    created by Spanlink.  Cisco does not support using the chat server.

    Subject: RE: New Message from Dmitri Louchnikov in Unified Contact Center Express CT
    Replied by: Vladimir Banker on 07-10-2009 11:57:47 AM
    We have same problem.
    It was not declared in any of the documentations, that using UCCX API will not be retrieved in Supervisor Desktop !!!
    We need urgent to get chat API for display agents in supervisor desktop.
    How to achive it?

    Subject: RE: New Message from Vladimir Banker in Unified Contact Center Express CTI
    Replied by: David Lender on 07-10-2009 02:33:28 PM
    You will need to create your own Supervisor desktop.  The Cisco
    Supervisor Desktop's communications is not public.