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.
Yes. Look into IPC Actions. They allow you to send "commands" to CAD remotely.
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
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.
@aaronharrison - talk about a huge undertaking. good remembering that it exists though.
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?
If one were so inclined, could they make a CAD/CSD replacement with that CTI Toolkit?
I believe so...
Sorry, but I'm conceding defeat on this one. The CTI toolkit Aaron mentioned is probably the only way.