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CTI Developer Toolkit sample applications 587
1
Device events are supported by all device types.
2
Voice events are supported by extension and agent devices
3
Voice control is supported by extension and agent devices.
4
Only hot desk agent logins are supported in Version 5.4. Both hot desking and traditional agent logins are
supported with Version 5.5 SP1 or greater.
5
The AddCallDetail method requires a CTI Developer Toolkit server license.
NOTE: The CTI Developer Toolkit may also be referred to as the prairieFyre.CallControl.Toolkit namespace
throughout this chapter and in the CHM help file documentation, as the CHM help file included with the CTI
Developer Toolkit is sourced from the source code, which refers to the namespace by this name.
Table 22-2 lists and describes the top level classes available with the CTI Developer Toolkit.
Table 22-2 Primary object classes
CTI Developer Toolkit sample applications
There are currently four sample applications, including source code, that are included with the CTI Developer
Toolkit.
Device Monitor
The Device Monitor sample application provides a graphical user interface that enables developers to connect
to the Contact Center Solutions Enterprise Server, retrieve a list of devices, perform agent control activities on
the retrieved devices (for example, login/logout, set/remove Make Busy, etc.), perform call control activities
(for example, make call, answer call, clear call, etc.), and retrieve call event notifications. (See Figure 22-1.)
Class Description
DeviceManager This class contains functionality to manage the connection to the Enterprise
Server and provides access to configured agents, extensions, and queues.
Device This abstract class includes the core properties for all device types. Objects of this
class may not be directly instantiated.
Voice This class is derived from the Device class and serves as the base class for the
agent and extension classes. It includes properties and functionality that is
specific to devices with voice characteristics.
Agent This class is derived from the Voice class. It represents both traditional ACD and
hot desking agents. Specialized functionality handled in this class includes agent
control operations, such as agent login and set/remove Make Busy.
Extension This class is derived from the Voice class. It represents configured extensions.
Queue This class is derived from the Device class. It represents configured queues. It
includes properties and functionality that is specific to the queue device.
Specialized functionality handled in this class includes set/remove Do Not Disturb,
redirect call, and remove call.