With Cisco Unified Contact Center Enterprise 8.x, in a CTIOS agent desktop, the CTIOS desktop comes to the forefront when the agent receives a call. This document provides information about how to make the CTIOS desktop stay in the background when a call comes in.
There are no specific requirements for this document.
The information in this document is based on the Cisco Unified Contact Center Enterprise 8.x.
The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.
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With Cisco Unified Contact Center Enterprise 8.x, when a CTIOS agent receives a call, the CTIOS desktop comes to the forefront. If you need to make the CTIOS desktop stay in the background, perform the procedure mentioned in this section.
This is possible with the help of the MainScreen key, which is located at [HKEY_LOCAL_MACHINE\SOFTWARE\ Cisco Systems, Inc.\CTIOS\ <CTIOSInstanceName>\<CTIOSServerName>\ EnterpriseDesktopSettings\All Desktops\ ScreenPreferences\ Name\MainScreen]. This includes registry values that define the behavior of softphone windows and icons in response to an incoming call.
These are the lists of the registry values for the MainScreen key:
| Registry Value Name
|| When enabled (1), the softphone window is raised above all other windows when a BeginCallEvent occurs.
|| When enabled (1), the softphone icon on the taskbar flashes when a BeginCallEvent occurs.
|| Controls whether the Record button is enabled on the Agent and Supervisor Softphones (0 = disabled, 1 = enabled).
| AgentStatistics IntervalSec
|| Controls how often (in seconds) the Agent and Supervisor Softphones update time-in-state agent statistics.
In order to make the CTIOS desktop stay in the background, you need to set the BringToFrontOnCall to zero (0). By default, this value is set to 1, which brings the CTIOS desktop to the forefront when the call comes in.
Also, refer to CTI OS System Manager Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted.