CTI Server Message Reference Guide (Protocol Version 15) for Cisco Unified Contact Center Enterprise Release 8.5(1) November 2010 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.
THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.
CONTENTS About This Guide Purpose ix ix Audience ix Organization ix Related Documentation Conventions 1-x x Obtaining Documentation and Submitting a Service Request Documentation Feedback CHAPTER 1 CTI Server Overview 1-xi 1-xi 1-1 How CTI Server Works 1-1 Unified CCE Call Processing 1-2 Pre-Routed (“Normal”) Call 1-2 Translation Route Call 1-2 Post Route Call 1-3 Transfer Call 1-3 Conference Call 1-4 CTI Server Configurations 1-4 Simplex/Duplex Configuration CTI Bridge Configuration 1-5
Contents CTI Server Operations During Unified CCE Failures CHAPTER 3 Messaging Conventions Message Types Data Types 3-1 3-1 3-11 Message Formats Floating Fields Invoke IDs 2-4 3-14 3-14 3-15 Call Event Data 3-15 Device IDs 3-15 CTI Client History 3-15 Event Cause Codes 3-16 Call Identification 3-16 Failure Indication Messages CHAPTER 4 Session Management 3-17 4-1 Configuring TCP/IP Transport Services Connection Management 4-1 4-1 Session Initialization 4-2 CTI Service Masks 4-2 OPEN_RE
Contents CALL_FAILED_EVENT 5-19 CALL_CONFERENCED_EVENT 5-20 CALL_TRANSFERRED_EVENT 5-22 CALL_DIVERTED_EVENT 5-24 CALL_SERVICE_INITIATED_EVENT 5-25 AGENT_STATE_EVENT 5-27 CALL_REACHED_NETWORK_EVENT 5-29 CALL_QUEUED_EVENT 5-31 CALL_DEQUEUED_EVENT 5-32 CALL_ATTRIBUTE_CHANGE_EVENT 5-34 AGENT_PRE_CALL_EVENT 5-35 AGENT_PRE_CALL_ABORT_EVENT 5-37 RTP_STARTED_EVENT 5-37 RTP_STOPPED_EVENT 5-39 All Events Service 5-40 CALL_DELIVERED_EVENT 5-41 CALL_TRANSLATION_ROUTE_EVENT Peripheral Monitor Service 5-42 MONITOR_START
Contents SYSTEM_EVENT 5-67 CLIENT_EVENT_REPORT_REQ 5-68 USER_MESSAGE_REQ 5-70 USER_MESSAGE_EVENT 5-71 QUERY_AGENT_STATISTICS_REQ 5-72 QUERY_SKILL_GROUP_STATISTICS_REQ REGISTER_VARIABLES_REQ 5-88 SET_APP_DATA_REQ 5-90 START_RECORDING_REQ 5-91 STOP_RECORDING_REQ 5-94 AGENT_DESK_SETTINGS_REQ 5-96 Connection Monitor Service 5-78 5-98 Client Control Service 5-98 QUERY_AGENT_STATE_REQ 5-101 SET_AGENT_STATE_REQ 5-105 ALTERNATE_CALL_REQ 5-107 ANSWER_CALL_REQ 5-108 CLEAR_CALL_REQ 5-109 CLEAR_CONNECTION_REQ 5-110
Contents CHAPTER 6 Constants and Status Codes 6-1 Failure Indication Message Status Codes SystemEventID Values Special Values Tag Values 6-6 6-7 6-7 AgentState Values 6-17 PGStatusCode Values 6-18 PeripheralType Values 6-19 LocalConnectionState Values EventCause Values CallType Values 6-20 6-20 DeviceIDType Values 6-23 6-24 ConnectionDeviceIDType Values LineType Values AllocationState Values ForwardType Values 6-26 6-31 6-32 TypeOfDevice Values 6-32 ClassOfDevice Values 6-33 Cal
Contents Protocol Version 14 A-1 Protocol Versions 10-13 Protocol Version 9 A-4 Protocol Version 8 A-5 Protocol Version 7 A-6 Protocol Version 6 A-6 Protocol Version 5 A-8 A-3 INDEX CTI Server Message Reference Guide (Protocol Version 15) for Cisco Unified Contact Center Enterprise viii Release 8.
About This Guide Purpose This manual describes the Customer Telephony Integration (CTI) Server message interface between Unified Contact Center Enterprise (Unified CCE) and application programs. Audience This manual is for system integrators and programmers who want to integrate C++ CTI client applications with Unified CCE. Organization The manual is divided into the following chapters. Chapter Description Chapter 1, “CTI Server Overview” Provides an overview of CTI Server.
About This Guide Related Documentation Related Documentation Documentation for Cisco Unified CCE, as well as related documentation, is accessible from Cisco.com at http://www.cisco.com/cisco/web/psa/default.html?mode=prod.
About This Guide Obtaining Documentation and Submitting a Service Request Obtaining Documentation and Submitting a Service Request For information on obtaining documentation, submitting a service request, and gathering additional information, see the monthly What's New in Cisco Product Documentation, which also lists all new and revised Cisco technical documentation, at: http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.
About This Guide Documentation Feedback CTI Server Message Reference Guide (Protocol Version 15) for Cisco Unified Contact Center Enterprise xii Release 8.
CH A P T E R 1 CTI Server Overview This chapter provides an overview of the CTI Server. It discusses the following aspects of CTI Server: • How CTI Server works • Possible CTI Server configurations • The CTI Server message set How CTI Server Works The CTI Server provides an interface between Unified CCE and client CTI applications. CTI Server runs at the call center site on either a Unified CCE Peripheral Gateway (PG) with ACD interface software or on a dedicated CTI Gateway platform.
Chapter 1 CTI Server Overview Unified CCE Call Processing In a direct desktop application environment, call event information is delivered to the targeted desktop when the call is delivered. CTI Server reports call events and agent work state changes to the application as they occur through each stage of the call flow—from the moment a call arrives at an answering resource (Automatic Call Distributor (ACD), Private Branch Exchange (PBX), VRU), until the caller hangs up.
Chapter 1 CTI Server Overview Unified CCE Call Processing Step 5 A route response is returned to the network to send the call to the intermediate target. At the same time, the ultimate target data is sent to the PG monitoring the ACD where the call is expected to arrive. Caller entered digits collected in the network and any other call data set by the routing script is also sent to the PG in the message. Step 6 The call arrives at the chosen ACD and is monitored by the Peripheral Gateway (PG).
Chapter 1 CTI Server Overview CTI Server Configurations Depending upon the particular ACD’s capabilities and tie-line configuration, some ACDs may be set up to effect call transfers using the post route and translation route features previously described. In this case, the call context is preserved by being sent through Unified CCE via the route request and translation route mechanisms to the remote PG, and is thus available to the CTI Client, if any, associated with the destination device.
Chapter 1 CTI Server Overview CTI Server Configurations Figure 1-2 Typical Duplex Configuration Environment 37102 M CTI Bridge Configuration In CTI Bridge configurations, a CTI Bridge Client provides the connection between an existing CTI Application and Unified CCE, as shown in Figure 1-3. CTI Server Message Reference Guide (Protocol Version 15) for Cisco Unified Contact Center Enterprise Release 8.
Chapter 1 CTI Server Overview CTI Server Message Set CTI Bridge to Existing CTI Application 37105 Figure 1-3 CTI Bridge applications are interested in all call and agent state events that are occurring on the ACD, unlike agent workstation applications that are interested only in the events associated with a particular teleset.
Chapter 1 CTI Server Overview CTI Server Message Set Table 1-1 CTI Server Message Categories Miscellaneous Messages related to system-level events on the PG (for example, peripheral off-line, loss of PG-to-Central Controller communications). Call Events Messages related to call state changes. Agent Events Messages related to agent state changes. Call Data Update Messages related to CTI client modification of call data.
Chapter 1 CTI Server Overview CTI Server Message Set CTI Server Message Reference Guide (Protocol Version 15) for Cisco Unified Contact Center Enterprise 1-8 Release 8.
CH A P T E R 2 CTI Client Application Guidelines This chapter discusses some considerations to keep in mind when you are writing CTI client applications that will make use of CTI Server data.
Chapter 2 CTI Client Application Guidelines Generic vs. ACD-Specific Applications Generic vs. ACD-Specific Applications Although CTI Server provides a great deal of call event detail, be aware that the events reported and details provided with each call event vary depending upon the type of ACD involved and possibly the specific software version or other options configured.
Chapter 2 CTI Client Application Guidelines Side A/B Selection and TCP/IP Connections Side A/B Selection and TCP/IP Connections The following algorithm is suggested for establishing TCP/IP connections with the CTI Server. This algorithm attempts to strike a balance between rapid reconnection following loss of connection and network saturation (due to hundreds of clients attempting to connect simultaneously).
Chapter 2 CTI Client Application Guidelines CTI Server Operations During Unified CCE Failures This defect no longer exists in CTI Server Protocol Version 5 and subsequent releases. However, existing CTI client applications may be inadvertently dependent upon the old (incorrect) behavior and may no longer function correctly even though they continue to use the older CTI Server protocol revision.
CH A P T E R 3 Messaging Conventions Communication between the CTI client and the CTI Server is accomplished by the exchange of messages. Cisco’s CTI Server message set is modeled after the Computer-Supported Telecommunications Applications (CSTA) messaging conventions defined by the European Computer Manufacturers Association. CTI Server messages, in general, follow CSTA naming conventions and the request/confirmation and unsolicited event paradigms.
Chapter 3 Messaging Conventions Message Types Table 3-1 Message Set (continued) Number Message Type Purpose 4 OPEN_CONF Communication session establishment confirmation. 5 HEARTBEAT_REQ Communication session maintenance request. 6 HEARTBEAT_CONF Communication session maintenance confirmation. 7 CLOSE_REQ Communication session termination request. 8 CLOSE_CONF Communication session termination confirmation. 9 CALL_DELIVERED_ EVENT Notification of inbound call arrival.
Chapter 3 Messaging Conventions Message Types Table 3-1 Message Set (continued) Number Message Type Purpose 28 RELEASE_CALL_REQ Notification that all call data updates are complete. 29 RELEASE_CALL_CONF Response confirming a previous RELEASE_CALL request. 30 AGENT_STATE_EVENT Notification of new agent state. 31 SYSTEM_EVENT Notification of a PG Status change. 32 CLIENT_EVENT_ REPORT_ REQ Request to report a CTI client event.
Chapter 3 Messaging Conventions Message Types Table 3-1 Message Set (continued) Number Message Type Purpose 51 CONSULTATION_ CALL_ CONF Response confirming a previous CONSULTATION_CALL request. 52 DEFLECT_CALL_REQ Request to move an alerting call to a different device. 53 DEFLECT_CALL_CONF Response confirming a previous DEFLECT_CALL request. 54 HOLD_CALL_REQ Request to place a call connection in the held state. 55 HOLD_CALL_CONF Response confirming a previous HOLD_CALL request.
Chapter 3 Messaging Conventions Message Types Table 3-1 Message Set (continued) Number Message Type Purpose 86 CALL_DEQUEUED_ EVENT Notification of call being removed from a queue. 87- 90 (reserved) 91 SEND_DTMF_SIGNAL_REQ Request to transmit a sequence of DTMF tones. 92 SEND_DTMF_SIGNAL_CONF Response to a previous SEND_ DTMF_SIGNAL_REQ request. 93 MONITOR_START_REQ Request to initiate monitoring of a given call or device.
Chapter 3 Messaging Conventions Message Types Table 3-1 Message Set (continued) Number Message Type Purpose 110 REGISTER_ VARIABLES_REQ Request to register call context variables used by application. 111 REGISTER_ VARIABLES_CONF Response to a previous REGISTER_VARIABLES_REQ request. 112 QUERY_AGENT_ STATISTICS_REQ Request for current agent call handling statistics. 113 QUERY_AGENT_ STATISTICS_CONF Response to a previous QUERY_AGENT_STATISTICS_REQ request.
Chapter 3 Messaging Conventions Message Types Table 3-1 Message Set (continued) Number Message Type Purpose 132 AGENT_DESK_ SETTINGS_CONF Response to a previous AGENT_DESK_SETTINGS_REQ request. 133 LIST_AGENT_TEAM_ REQ Request to obtain a list of Agent Teams. 134 LIST_AGENT_TEAM_ CONF Response to a previous LIST_AGENT_TEAM_REQ request. 135 MONITOR_AGENT_ TEAM_START_REQ Request to start monitoring an Agent Team.
Chapter 3 Messaging Conventions Message Types Table 3-1 Message Set (continued) Number Message Type Purpose 157 MAKE_AGENT_READY_IND Report agent made ready. 158 MAKE_AGENT_NOT_ READY_REQ Report agent made not ready. 159 MAKE_AGENT_NOT_ READY_RESP Response to MAKE_AGENT_NOT_ READY_REQ. 160 OFFER_TASK_IND Report agent has been offered task, agent selected by Unified CCE. 161 OFFER_APPLICATION_ TASK_REQ Report agent has been offered task, agent not selected by Unified CCE.
Chapter 3 Messaging Conventions Message Types Table 3-1 Message Set (continued) Number Message Type Purpose 181 BEGIN_AGENT_INIT_ IND Report begin agent and task resynchronization. 182 AGENT_INIT_REQ Report agent’s current state. 183 AGENT_INIT_RESP Response to AGENT_INIT_REQ. 184 END_AGENT_INIT_IND Report end of agent and task resynchronization. 185 TASK_INIT_IND Report task’s state.
Chapter 3 Messaging Conventions Message Types Table 3-1 Message Set (continued) Number Message Type Purpose 203 TASK_MONITOR_ STOP_REQ Request to stop the task monitor with the monitor ID in the request message. 204 TASK_MONITOR_ STOP_CONF Response to TASK_MONITOR_ STOP_REQ. 205 CHANGE_ TASK_ MONITOR_MASK_REQ Request to change the task monitor mask with the new mask in the request message. 206 CHANGE_ TASK_ MONITOR_MASK_CONF Response to CHANGE_ TASK_ MONITOR_MASK_REQ.
Chapter 3 Messaging Conventions Data Types Table 3-1 Message Set (continued) Number Message Type Purpose 249 AGENT_GREETING_CONTROL_REQ Stop the greeting that is playing; disable or enable the Agent Greeting feature for this current login session. 250 AGENT_GREETING_CONTROL_CONF Confirmation of AGENT_GREETING_CONTROL_REQ. Data Types Table 3-2 lists the data types that define fields within messages.
Chapter 3 Messaging Conventions Data Types The NAMEDVAR data type is a call context variable that has been defined in the Unified CCE Expanded_Call_Variable_Table. This variable length data type may appear in the floating part of a message and has the format shown in Table 3-4: Table 3-4 Named Call Context Variable (NAMEDVAR) Format Subfield Value Data Type Max. Size Tag NAMED_VARIABLE_TAG (= 82). The floating field tag UCHAR that indicates that the following data is a named call context variable.
Chapter 3 Messaging Conventions Data Types The NAMEDARRAY data type is a call context variable that has been defined in the Unified CCE Expanded_Call_Variable_Table. This variable length data type may appear in the floating part of a message and has the format shown in Table 3-5. Table 3-5 Named Call Context Array Variable (NAMEDARRAY) Format Subfield Value Data Type Max. Size Tag NAMED_ARRAY_TAG (= 83).
Chapter 3 Messaging Conventions Message Formats Message Formats Messages contain either a fixed part only or a fixed part and a floating part. The fixed part of a message contains the message header and all required, fixed length fields. The variable part of a message immediately follows the fixed part. It contains one or more floating fields that are optional and/or variable in length.
Chapter 3 Messaging Conventions Invoke IDs Within the floating part, floating fields may appear in any order. In general, each floating field appears only once unless the field is a member of a list. In this case, a fixed field in the message indicates the number of list entries present. Table 3-8 Floating Field Subfields Subfield Value Data Type Byte Size Tag The type of the floating field. UCHAR 1 FieldLength The number of bytes, n, in the Data subfield of UCHAR the floating field.
Chapter 3 Messaging Conventions Call Event Data Event Cause Codes Most Call Event messages include an EventCause fixed field that may provide a reason for the occurrence of the event. In most cases no event cause information is supplied (CEC_NONE). For a list of EventCause codes that may be reported, see Table 6-9. Call Identification CTI Server uses the CSTA method of identifying calls.
Chapter 3 Messaging Conventions Failure Indication Messages Typically, when this occurs, one call will have been the subject of a prior CALL_ESTABLISHED_EVENT and will have two connections; the other will have only one originating connection. The CALL_ESTABLISHED_EVENT will therefore create the second connection on that call. It should never be the case that both calls have already been the subject of a CALL_ESTABLISHED_EVENT.
Chapter 3 Messaging Conventions Failure Indication Messages CTI Server Message Reference Guide (Protocol Version 15) for Cisco Unified Contact Center Enterprise 3-18 Release 8.
CH A P T E R 4 Session Management This chapter describes how CTI Server initiates and maintains TCP connections and CTI Server sessions. It discusses the following topics: • Configuring TCP/IP transport services • Establishing and maintaining a TCP connection • Initializing, maintaining, and terminating a CTI Server session, and the CTI Server messages related to these tasks Configuring TCP/IP Transport Services TCP/IP transport services are used in CTI client/server communications.
Chapter 4 Session Management Session Initialization Session Initialization Once a TCP connection has been established, you can attempt to initialize a communications session by sending an OPEN_REQ message to the CTI Server. The CTI Server responds with an OPEN_CONF message to confirm the successful establishment of a session. Figure 4-1 depicts the message flow.
Chapter 4 Session Management Session Initialization Table 4-1 CTI Service Masks (continued) MaskName Description Value CTI_SERVICE_ SERVER Client identify itself as server application. 0x00000100 CTI_SERVICE_ AGENT_REPORTING Client may reporting/routing ARM(Agent Reporting And Management) messages. 0x00000400 CTI_SERVICE_ALL_ TASK_EVENTS Client receives all task events. 0x00000800 CTI_SERVICE_ TASK_MONITOR Client receives monitored task events.
Chapter 4 Session Management Session Initialization Table 4-2 OPEN_REQ Message Format (continued) IdleTimeout The session idle timer, expressed in seconds. If UINT the session is idle (no messages received) for this length of time, the CTI Server should reset the TCP connection and await the establishment of a new session. This value is typically 4 times the heartbeat interval used by the CTI client. If the CTI client does not use the HEARTBEAT_REQ message, set this field to 0xFFFFFFFF.
Chapter 4 Session Management Session Initialization Table 4-2 OPEN_REQ Message Format (continued) AgentID The agent’s ACD login ID. For CLIENT STRING EVENTS service, at least one of AgentExtension, AgentID, or AgentInstrument must be provided by the CTI Client. 12 AgentInstrument STRING The agent’s ACD instrument number. For CLIENT EVENTS service, at least one of AgentExtension, AgentID, or AgentInstrument must be provided by the CTI Client.
Chapter 4 Session Management Session Initialization Table 4-3 Unsolicited Call Event Message Masks (continued) Mask Name Description Value CALL_ TRANSFERRED_ MASK Set when client wishes to receive CALL_ TRANSFERRED_ EVENT messages. 0x00000200 CALL_DIVERTED_ MASK Set when client wishes to receive CALL_DIVERTED_ EVENT messages. 0x00000400 CALL_SERVICE_ INITIATED_MASK Set when client wishes to receive CALL_SERVICE_ INITIATED_EVENT messages.
Chapter 4 Session Management Session Initialization Table 4-3 Unsolicited Call Event Message Masks (continued) Mask Name Description Value AGENT_LEGACY_PRE_CALL_MASK Set when client wishes to receive AGENT_LEGACY_PRE_CALL_ EVENT messages. 0x01000000 CALL_ATTRIBUTE_CHANGE_MASK CALL_ATTRIBUTE_CHANGE_EV 0x02000000 ENT messages. CALL_TERMINATION_MASK Reserved 0x04000000 CALL_AGENT_GREETING_MASK Set when client wishes to receive CALL_AGENT_GREETING_EVE NT messages.
Chapter 4 Session Management Session Initialization OPEN_CONF Message Table 4-5 defines the OPEN_CONF message. Table 4-5 OPEN_CONF Message Format Fixed Part Field Name Value Data Type Byte Size MessageHeader Standard message header. MessageType = 4. MHDR 8 InvokeID Set to the value of the InvokeID from the corresponding OPEN_REQ message. UINT 4 ServicesGranted A bitwise combination of the CTI Services listed in that the CTI client has been granted.
Chapter 4 Session Management Session Initialization Table 4-5 OPEN_CONF Message Format (continued) NumPeripherals The number of PeripheralID/info (FltPeripheralID/MultilineAgentControl) pairs specified in the floating part of the message. This field is 0 for non-CCE peripherals, or if PeripheralID is specified in the OPEN_REQ message. USHORT 2 FltPeripheralID The peripheralID for the next field (MultilineAgentControl).
Chapter 4 Session Management Session Maintenance Session Maintenance Compared to some other protocols, TCP/IP is relatively slow at detecting and recovering from communication path failures. If an IP packet is dropped within the network, retransmission does not occur until the sender notices a time-out. This time-out period is usually long enough to allow for worst-case round-trip delays and network congestion.
Chapter 4 Session Management Session Maintenance Figure 4-2 Heartbeat Message Flow CTI Client CTI Serve HEARTBEAT_REQ Heartbeat Interval HEARTBEAT_CONF HEARTBEAT_REQ HEARTBEAT_CONF Table 4-6 HEARTBEAT_REQ Message Format Field Name Value Data Type Byte Size MessageHeader Standard message header. MessageType = 5. MHDR 8 InvokeID An ID for this request message, UINT to be returned in the corresponding confirm message.
Chapter 4 Session Management Session Termination The CTI Server may respond to a HEARTBEAT_REQ message with a FAILURE_CONF. This indicates to the CTI client that the CTI Server is off-line, and the CTI client should reset the TCP connection. Session Termination The CTI client may initiate the graceful termination of a communication session by sending a CLOSE_REQ message. The CTI Server responds with a CLOSE_CONF message.
Chapter 4 Session Management Session Termination The CLOSE_REQ and CLOSE_CONF messages are defined in Table 4-8 and Table 4-9. Table 4-8 CLOSE_REQ Message Format Field Name Value Data Type MessageHeader Standard message header. MessageType = 7. MHDR 8 InvokeID An ID for this request message, returned in the corresponding confirm message. UINT 4 Status A status code indicating the reason for closing the session.
Chapter 4 Session Management Session Termination CTI Server Message Reference Guide (Protocol Version 15) for Cisco Unified Contact Center Enterprise 4-14 Release 8.
CH A P T E R 5 Application Level Interfaces Cisco has defined the following application level interfaces between the CTI Server and a CTI client. • Client Events. This service provides real-time call and agent state change, and status information related to a specific ACD agent position, to a CTI client. • All Events. This service provides real-time call and agent state change, and status information for all ACD calls and agent positions, to a CTI client. • Peripheral Monitor.
Chapter 5 Application Level Interfaces Client Events Service Call Event messages are modeled after the CSTA messaging conventions. Call Events messages, in general, follow the CSTA naming conventions and event paradigms but use a simpler set of data types than those defined by CSTA. Every call is announced to the CTI client with an unsolicited BEGIN_CALL_EVENT message. This message informs the client that it has just been associated with a new call (i.e.
Chapter 5 Application Level Interfaces Client Events Service Table 5-1 Client Events Service Messages (continued) CALL_REACHED_NETWORK_ EVENT When an outbound call is connected to another network. CALL_QUEUED_EVENT When a call is placed in a queue pending the availability of a resource. CALL_DEQUEUED_EVENT When a call is removed from a queue. AGENT_PRE_CALL_EVENT When a call is routed to Enterprise Agent.
Chapter 5 Application Level Interfaces Client Events Service Table 5-2 BEGIN_CALL_EVENT Message Format Fixed Part Field Name Value Data Type Byte Size MessageHeader Standard message header. MessageType = 23. MHDR 8 MonitorID The Monitor ID of the device or call monitor that UINT caused this message to be sent to the client, or zero if there is no monitor associated with the event (All Events Service). 4 PeripheralID The PeripheralID of the ACD where the call activity occurred.
Chapter 5 Application Level Interfaces Client Events Service Table 5-2 BEGIN_CALL_EVENT Message Format (continued) RouterCallKey CallID The call key created by Unified CCE. Unified CCE UINT resets this counter at midnight. 4 RouterCallKey SequenceNumber Together with RouterCallKeyDay and RouterCallKeyCallID fields forms the TaskID UINT 4 CallVariable1 (optional) Call-related variable data. STRING 41 … … … … CallVariable10 (optional) Call-related variable data.
Chapter 5 Application Level Interfaces Client Events Service Table 5-3 defines the format of the END_CALL_EVENT message: Table 5-3 END_CALL_EVENT Message Format Fixed Part Field Name Value Data Type Byte Size MessageHeader Standard message header. MessageType = 24. MHDR 8 MonitorID The Monitor ID of the device or call monitor that caused this UINT message to be sent to the client, or zero if there is no monitor associated with the event (All Events Service).
Chapter 5 Application Level Interfaces Client Events Service Table 5-4 CALL_AGENT_GREETING_EVENT Message Format (continued) Fixed Part ConnectionCallID The Call ID value assigned to this call by the UINT peripheral. Agent's ACD call ID. EventCode EventCode = 0, Greeting has started. USHORT 4 2 EventCode = 1, Greeting has ended with SUCCESS. EventCode = 2, Failed to play the greeting for any reason. PeripheralErrorCod Peripheral-specific error data, if EventCode = UINT e 2. Zero otherwise.
Chapter 5 Application Level Interfaces Client Events Service Table 5-5 CALL_DATA_UPDATE_EVENT Message Format (continued) NumNamedVariables The number of NamedVariable floating fields present in the floating part of the message. USHORT 2 NumNamedArrays The number of NamedArray floating fields present in the floating part of the message. USHORT 2 CallType The general classification of the call type (Table 6-12).
Chapter 5 Application Level Interfaces Client Events Service Table 5-5 CALL_DATA_UPDATE_EVENT Message Format (continued) … … … … CallVariable10 (optional) Call-related variable data. STRING 41 CallWrapupData (optional) Call-related wrapup data. STRING 40 NamedVariable (optional) NAMED Call-related variable data that has a variable name defined in the Unified CCE.
Chapter 5 Application Level Interfaces Client Events Service The LocalConnectionState field indicates which case applies. The CALL_DELIVERED_EVENT message is defined in Table 5-6. Table 5-6 CALL_DELIVERED_EVENT Message Format Fixed Part Field Name Value Data Type Byte Size MessageHeader Standard message header. MessageType = 9.
Chapter 5 Application Level Interfaces Client Events Service Table 5-6 CALL_DELIVERED_EVENT Message Format (continued) CalledDeviceType The type of device ID in the CalledDeviceID floating field USHORT (Table 6-11). 2 LastRedirect DeviceType The type of device ID in the LastRedirectDeviceID floating USHORT field (Table 6-11). 2 LocalConnection State The state of the local end of the connection.
Chapter 5 Application Level Interfaces Client Events Service Table 5-6 CALL_DELIVERED_EVENT Message Format (continued) CallVariable1 (optional) Call-related variable data. STRING 41 ... ... ... ... CallVariable10 (optional) Call-related variable data. STRING 41 CallWrapupData (optional) Call-related wrapup data. STRING 40 NamedVariable (optional) Call-related variable data that has a variable name defined NAMEDV 251 in the Unified CCE.
Chapter 5 Application Level Interfaces Client Events Service Table 5-7 CALL_ESTABLISHED_EVENT Message Format (continued) MonitorID The Monitor ID of the device or call monitor that caused this message to be sent to the client, or zero if there is no monitor associated with the event (All Events Service). UINT 4 PeripheralID The PeripheralID of the ACD where the call activity occurred. UINT 4 PeripheralType The type of the peripheral (Table 6-7).
Chapter 5 Application Level Interfaces Client Events Service Table 5-7 CALL_ESTABLISHED_EVENT Message Format (continued) Data Type Max. Size Field Name Value ConnectionDevice ID The device ID of the device associated with the connection. STRING 64 AnsweringDevice ID (optional) The device ID of the device that answered the call. STRING 64 CallingDeviceID (optional) The device ID of the calling device. STRING 64 CalledDeviceID (optional) The device ID of the originally called device.
Chapter 5 Application Level Interfaces Client Events Service Table 5-8 CALL_HELD_EVENT Message Format (continued) LocalConnection State The state of the local end of the connection (Table 6-8). USHORT 2 EventCause A reason for the occurrence of the event (Table 6-9). USHORT 2 Field Name Value Data Type Max. Size ConnectionDevice ID The device ID of the device associated with the STRING connection. 64 HoldingDeviceID (optional) The device ID of the device that activated the hold.
Chapter 5 Application Level Interfaces Client Events Service Table 5-9 CALL_RETRIEVED_EVENT Message Format (continued) ConnectionDevice The device ID of the device associated with the ID connection. STRING 64 RetrievingDevice ID (optional) STRING 64 The device ID of the device that deactivated hold.
Chapter 5 Application Level Interfaces Client Events Service CALL_CONNECTION_CLEARED_EVENT The CTI Server may send a CALL_CONNECTION_CLEARED_ EVENT message to the CTI client when a party drops from a conference call. The CALL_CONNECTION_CLEARED_ EVENT message is defined in Table 5-11. Table 5-11 CALL_CONNECTION_CLEARED_EVENT Message Format Fixed Part Field Name Value Data Type Byte Size MessageHeader Standard message header. MessageType = 14.
Chapter 5 Application Level Interfaces Client Events Service CALL_ORIGINATED_EVENT The CTI Server may send a CALL_ORIGINATED_EVENT message to the CTI client when the peripheral initiates an outbound call. The CALL_ORIGINATED_EVENT message is defined in Table 5-12. Table 5-12 CALL_ORIGINATED_EVENT Message Format Fixed Part Field Name Value Data Type Byte Size MessageHeader Standard message header. MessageType = 15.
Chapter 5 Application Level Interfaces Client Events Service Table 5-12 CALL_ORIGINATED_EVENT Message Format (continued) LocalConnection State The state of the local end of the connection (Table 6-8). USHORT 2 EventCause A reason for the occurrence of the event (Table 6-9). USHORT 2 Field Name Value Data Type Max. Size ConnectionDevice ID The device ID of the device associated with the connection. STRING 64 CallingDeviceID (optional) The device ID of the calling device.
Chapter 5 Application Level Interfaces Client Events Service Table 5-13 CALL_FAILED_EVENT Message Format (continued) ConnectionDevice ID The device ID of the device associated with the connection. STRING 64 FailingDeviceID (optional) The device ID of the failing device. STRING 64 CalledDeviceID (optional) The device ID of the called device.
Chapter 5 Application Level Interfaces Client Events Service Table 5-14 CALL_CONFERENCED_EVENT Message Format (continued) NumParties The number of active connections associated with this conference call, up to a maximum of 16 (Table 6-3). This value also indicates the number of ConnectedParty CallID, ConnectedParty DeviceIDType, and ConnectedPartyDeviceID floating fields in the floating part of the message.
Chapter 5 Application Level Interfaces Client Events Service CALL_TRANSFERRED_EVENT The CTI Server may send a CALL_TRANSFERRED_EVENT message to the CTI client when a call is transferred to another destination. The CALL_TRANSFERRED_EVENT message is defined in Table 5-15. Table 5-15 CALL_TRANSFERRED_EVENT Message Format Fixed Part Field Name Value Data Type Byte Size MessageHeader Standard message header. MessageType = 18.
Chapter 5 Application Level Interfaces Client Events Service Table 5-15 CALL_TRANSFERRED_EVENT Message Format (continued) NumParties The number of active connections associated with this conference call, up to a maximum of 16 (Table 6-3). This value also indicates the number of ConnectedParty CallID, ConnectedParty DeviceID Type, and ConnectedParty DeviceID floating fields in the floating part of the message.
Chapter 5 Application Level Interfaces Client Events Service Table 5-15 CALL_TRANSFERRED_EVENT Message Format (continued) ConnectedPartyDevice IDType (optional) The type of device ID (Table 6-11) in USHORT the following ConnectedParty DeviceID floating field. There may be more than one ConnectedParty DeviceIDType field in the message (see NumParties). This field always immediately follows the corresponding Connected PartyCallID field.
Chapter 5 Application Level Interfaces Client Events Service Table 5-16 CALL_DIVERTED_EVENT Message Format (continued) ServiceID The ServiceID of the service that the call is attributed UINT to. May contain the special value NULL_ SERVICE (Table 6-3) when not applicable or not available. 4 DivertingDeviceType The type of device ID in the DivertingDeviceID floating field (Table 6-11). USHORT 2 CalledDeviceType The type of device ID in the CalledDeviceID floating USHORT field (Table 6-11).
Chapter 5 Application Level Interfaces Client Events Service Table 5-17 CALL_SERVICE_INITIATED_EVENT Message Format (continued) LineHandle Identifies the teleset line being used. USHORT 2 LineType The type of the teleset line (Table 6-14). USHORT 2 ServiceNumber The service that the call is attributed to, as known to the peripheral. May contain the special value NULL_SERVICE (Table 6-3) when not applicable or not available.
Chapter 5 Application Level Interfaces Client Events Service AGENT_STATE_EVENT The CTI Server may send an AGENT_STATE_EVENT message to the CTI client when an agent state change occurs (such as logging on or becoming available to handle incoming calls). The AGENT_STATE_EVENT message is defined in Table 5-18. Table 5-18 AGENT_STATE_EVENT Message Format Fixed Part Field Name Value Data Type Byte Size MessageHeader Standard message header. MessageType = 30.
Chapter 5 Application Level Interfaces Client Events Service Table 5-18 AGENT_STATE_EVENT Message Format (continued) NumTasks The number of tasks currently assigned to the agent – this UINT is the number that Unified CCE compares to the MaxTaskLimit to decide if the agent is available to be assigned additional tasks. This includes active tasks as well as those that are offered, paused, and in wrapup. 4 AgentMode The mode that the agent will be in when the login completes.
Chapter 5 Application Level Interfaces Client Events Service Table 5-18 AGENT_STATE_EVENT Message Format (continued) AgentID (optional) The agent’s ACD login ID. The agent’s ACD teleset extension STRING STRING 16 AgentInstrument (optional) The agent’s ACD instrument number. STRING 64 Duration (optional) If present specifies in seconds the anticipated time in the UINT state specified. This useful for work states to estimate the time before going ready or not ready.
Chapter 5 Application Level Interfaces Client Events Service Table 5-19 CALL_REACHED_NETWORK_EVENT Message Format (continued) MessageHeader Standard message header. MessageType = 34. MHDR 8 MonitorID The Monitor ID of the device or call monitor that caused UINT this message to be sent to the client, or zero if there is no monitor associated with the event (All Events Service). 4 PeripheralID The Unified CCE PeripheralID of the ACD where the call activity occurred.
Chapter 5 Application Level Interfaces Client Events Service CALL_QUEUED_EVENT The CTI Server may send a CALL_QUEUED_EVENT message to the CTI client when a call is placed in a queue pending the availability of some resource. The CALL_QUEUED_EVENT message is defined in Table 5-20. Table 5-20 CALL_QUEUED_EVENT Message Format Fixed Part Field Name Value Data Type Byte Size MessageHeader Standard message header. MessageType = 21.
Chapter 5 Application Level Interfaces Client Events Service Table 5-20 CALL_QUEUED_EVENT Message Format (continued) Value ConnectionDevice ID The device ID of the device associated with the connection. STRING 64 QueueDeviceID (optional) The device ID of the queuing device. STRING 64 CallingDeviceID (optional) The device ID of the calling device. STRING 64 CalledDeviceID (optional) The device ID of the called device.
Chapter 5 Application Level Interfaces Client Events Service Table 5-21 CALL_DEQUEUED_EVENT Message Format (continued) MonitorID The Monitor ID of the device or call monitor that caused this UINT message to be sent to the client, or zero if there is no monitor associated with the event (All Events Service). 4 PeripheralID The Unified CCE PeripheralID of the ACD where the call activity occurred. UINT 4 PeripheralType The type of the peripheral (Table 6-7).
Chapter 5 Application Level Interfaces Client Events Service Table 5-21 SkillGroupID CALL_DEQUEUED_EVENT Message Format (continued) UINT The SkillGroupID of the agent SkillGroup queue that the call has been removed from. May contain the special value NULL_SKILL_ GROUP (Table 6-3) when not applicable or not available. There may be more than one SkillGroupID field in the message (see NumSkill Groups). This field always immediately follows the corresponding SkillGroup Number field.
Chapter 5 Application Level Interfaces Client Events Service Field Name Value ConnectionDeviceID The identifier of the connection between the call STRING and the device. (Optional) Data Type Max. Size 64 AGENT_PRE_CALL_EVENT An AGENT_PRE_CALL_EVENT message is generated when a call is routed to Enterprise Agent. The message contains the call context data that is assigned to the call after it arrives at the agent’s desktop.
Chapter 5 Application Level Interfaces Client Events Service Table 5-23 AGENT_PRE_CALL_EVENT Message Format (continued) SkillGroupID The SkillGroupID of the agent SkillGroup the call is UINT attributed to. May contain the special value NULL_SKILL_ GROUP (Table 6-3) when not applicable or not available. 4 SkillGroupPriority The priority of the skill group, or 0 when skill group priority is not applicable or not available.
Chapter 5 Application Level Interfaces Client Events Service AGENT_PRE_CALL_ABORT_EVENT An AGENT_PRE_CALL_ABORT_EVENT message is generated when a call that was previously announced via an AGENT_PRE_CALL_EVENT cannot be routed as intended (due to a busy or other error condition detected during call routing) to Enterprise Agent. This message is defined in Table 5-24: Table 5-24 AGENT_PRE_CALL_ABORT_EVENT Message Format Fixed Part Field Name Value Data Type Max.
Chapter 5 Application Level Interfaces Client Events Service Table 5-25 RTP_STARTED_EVENT Message Format Fixed Part Field Name Value Data Type Byte Size MessageHeader Standard message header. MessageType = 116. MHDR 8 MonitorID The Monitor ID of the device or call monitor that UINT caused this message to be sent to the client, or zero if there is no monitor associated with the event (All Events Service). 4 PeripheralID The PeripheralID of the ACD where the device is located.
Chapter 5 Application Level Interfaces Client Events Service Table 5-25 RTP_STARTED_EVENT Message Format (continued) SendingAddress The IP Address that the client is sending the RTP STRING stream to. 16 SendingPort The UDP port number that the client is sending the RTP Stream to. UINT 4 ClientAddressIPV6 (not supported by Unified CCE) The IP Address of the CTI client. Where supported this may replace ClientAddress; one but not both must be present.
Chapter 5 Application Level Interfaces All Events Service Table 5-26 RTP_STOPPED_EVENT Message Format (continued) ConnectionDevice IDType Indicates the type of the connection identifier supplied in the ConnectionDeviceID floating field USHORT 2 ConnectionCallID The Call ID value assigned to this call by the peripheral or Unified CCE. UINT 4 Field Name Value Data Type Max. Size ConnectionDevice ID The identifier of the connection between the call STRING and the device.
Chapter 5 Application Level Interfaces All Events Service CALL_DELIVERED_EVENT In addition to the Client Events service CALL_DELIVERED_EVENT message, a CTI client with the All Events service may also receive a CALL_DELIVERED_EVENT message when an inbound ACD trunk is seized. The same message format (Table 5-6) is used in both cases; the LocalConnectionState field distinguishes between the two cases. In this case, the LocalConnectionState is set to LCS_INITIATE (see Table 6-8).
Chapter 5 Application Level Interfaces Peripheral Monitor Service Table 5-28 CALL_TRANSLATION_ROUTE_EVENT Message Format (continued) NamedVariable (optional) Call-related variable data that has a variable name defined in the Unified CCE. There may be an arbitrary number of Named Variable and NamedArray fields in the message, subject to a combined total limit of 2000 bytes. See Table 3-4 for the format of this field.
Chapter 5 Application Level Interfaces Peripheral Monitor Service Figure 5-2 Monitor Start Message Flow CTI Client CTI Server MONITOR_START_REQ MONITOR_START_CONF Table 5-30 MONITOR_START_REQ Message Format Fixed Part Field Name Value Data Type Byte Size MessageHeader Standard message header. MessageType = 93. MHDR 8 InvokeID An ID for this request message that will be returned in the corresponding confirm message.
Chapter 5 Application Level Interfaces Peripheral Monitor Service Table 5-30 MONITOR_START_REQ Message Format (continued) ConnectionDeviceID The device identifier of the device associated with STRING (required for call monitor) the connection. 64 MonitoredDevice ID (required for device monitor) 64 The device identifier of the device to be monitored.
Chapter 5 Application Level Interfaces Peripheral Monitor Service Table 5-32 MONITOR_STOP_REQ Message Format (continued) InvokeID An ID for this request message, returned in the corresponding confirm message. UINT 4 MonitorID The Monitor ID of the device or call monitor to be terminated.
Chapter 5 Application Level Interfaces Client Monitor Service Table 5-34 CHANGE_MONITOR_MASK_REQ Message Format (continued) MonitorID The Monitor ID of the device or call monitor whose UINT call and agent state change event masks are to be changed. 4 CallMsgMask A bitwise combination of the Unsolicited Call Event UINT Message Masks in that the CTI client wishes to receive from this monitor.
Chapter 5 Application Level Interfaces Client Monitor Service CLIENT_SESSION_OPENED_EVENT This message indicates that a new CTI client session has been opened. One of these messages is sent for each existing CTI client session to the newly opened session, as if those CTI clients had just opened their sessions. Table 5-37 defines the format of the CLIENT_SESSION_OPENED_EVENT message.
Chapter 5 Application Level Interfaces Client Monitor Service CLIENT_SESSION_CLOSED_EVENT This message indicates that a CTI client session has been terminated. Table 5-38 defines the format of the CLIENT_SESSION_CLOSED_EVENT message. Table 5-38 CLIENT_SESSION_CLOSED_EVENT Message Format Fixed Part Field Name Value Byte Data Type Size MessageHeader Standard message header. MessageType = 100. MHDR 8 SessionID A value that uniquely identified the CTI session that was closed.
Chapter 5 Application Level Interfaces Client Monitor Service SESSION_MONITOR_START_REQ Use this message to initiate monitoring of the given CTI client session. Figure 5-5 depicts the Session Monitor Start message flow. The SESSION_MONITOR_START_REQ and SESSION_MONITOR_START_CONF messages are defined in Table 5-39 and Table 5-40.
Chapter 5 Application Level Interfaces Client Monitor Service SESSION_MONITOR_STOP_REQ Use this message to terminate monitoring of a CTI client session. Figure 5-6 depicts the Session Monitor stop message flow. The SESSION_MONITOR_STOP_REQ and SESSION_MONITOR_STOP_CONF messages are defined in Table 5-41 and Table 5-42.
Chapter 5 Application Level Interfaces Supervisor Service Supervisor Service The Supervisor service requests supervisor services when the client opens a CTI session. CTI_SERVICE_SUPERVISOR service type will be used in addition to the existing Service types, and requires CTI_SERVICE_CLIENT_EVENTS to be specified as well. Supervisor services rely on the configuration of Agent Teams in the Unified CCE.
Chapter 5 Application Level Interfaces Supervisor Service The SUPERVISE_CALL_REQ message, defined in Table 5-44, allows a supervisor CTI Client to supervise an agent’s call, either through barge-in or interception. The client may select a specific agent call connection, or may select an agent’s currently active call by specifying only the agent: Table 5-44 SUPERVISE_CALL_REQ Message Format Fixed Part Field Name Value Data Type Byte Size MessageHeader Standard message header. MessageType = 124.
Chapter 5 Application Level Interfaces Supervisor Service Table 5-44 SUPERVISE_CALL_REQ Message Format (continued) AgentExtension The agent’s ACD teleset extension. Either STRING Connection CallID and ConnectionDevice ID, or one of AgentExtension, AgentID, or AgentInstrument must be provided. 16 AgentID The agent’s ACD login ID. Either ConnectionCallID and ConnectionDeviceID, or one of AgentExtension, AgentID, or AgentInstrument must be provided.
Chapter 5 Application Level Interfaces Supervisor Service The CTI Server responds to the CTI Client with the SUPERVISE_CALL_CONF message: Table 5-46 SUPERVISE_CALL_CONF Message Format Fixed Part Field Name Value Data Type Byte Size MessageHeader Standard message header. MessageType = 125. MHDR 8 InvokeID Set to the same value as the InvokeID from the corresponding request message. UINT 4 ConnectionCallID The Call ID value assigned to the call by the peripheral or Unified CCE.
Chapter 5 Application Level Interfaces Supervisor Service Table 5-47 EMERGENCY_CALL_REQ Message Format (continued) Data Type Max. Size Field Name Value ConnectionDevice ID The identifier of the connection between the call STRING and the agent’s device. 64 AgentExtension The agent’s ACD teleset extension. For clients with ALL EVENTS or PERIPHERAL MONITOR service, at least one of AgentExtension, AgentID, or AgentInstrument must be provided. STRING 16 AgentID The agent’s ACD login ID.
Chapter 5 Application Level Interfaces Supervisor Service Table 5-48 EMERGENCY_CALL_CONF Message Format (continued) ConnectionDevice ID The identifier of the device connection associated STRING with the new call.
Chapter 5 Application Level Interfaces Supervisor Service The CT IServer will also send out the AGENT_TEAM_CONFIG_EVENT when any change is made to the agent team configuration. The AGENT_TEAM_CONFIG_EVENT message, defined in Table 5-50, contain the list of team members for a supervisor or changes to the team configuration: Table 5-50 AGENT_TEAM_CONFIG_EVENT Message Format Fixed Part Field Name Value Data Type Byte Size MessageHeader Standard message header. MessageType = 128.
Chapter 5 Application Level Interfaces Supervisor Service LIST_AGENT_TEAM_REQ A CTI Supervisor Client could use the LIST_AGENT_TEAM_REQ message to obtain the list of associated agent teams. Once the list of agent teams is obtained, the supervisor could use MONITOR_AGENT_TEAM_START_REQ to start monitoring agent teams. The agent states of the agent team will be send to the requesting supervisor session until a MONITOR_AGENT_TEAM_STOP_REQ is received.
Chapter 5 Application Level Interfaces Supervisor Service Table 5-52 TeamID LIST_AGENT_TEAM_CONF Message Format (continued) The agent team ID. There may be more than one TeamID UINT field in the message (see NumberOf AgentTeams). Maximum message size (including header) 4 402 MONITOR_AGENT_TEAM_START_REQ The MONITOR_AGENT_TEAM_START_REQ message, defined in Table 5-53, allows a CTI Supervisor Client to start monitoring agent team.
Chapter 5 Application Level Interfaces Call Data Update Service Table 5-55 MonitorID MONITOR_AGENT_TEAM_STOP_REQ Message Format (continued) The Monitor ID. UINT 4 Maximum message size (including header) 16 When the request has been received, the CTI Server responds to the CTI Client with the MONITOR_AGENT_TEAM_STOP_CONF message: Table 5-56 MONITOR_AGENT_TEAM _STOP_CONF Message Format Field Name Value Data Type Byte Size MessageHeader Standard message header. MessageType = 138.
Chapter 5 Application Level Interfaces Call Data Update Service Table 5-57 summarizes the Call Data Update service messages. Table 5-57 Call Data Update Service Messages Message When Sent to CTI Server SET_CALL_DATA_REQ To set call variables and/or call wrapup data. RELEASE_CALL_REQ To indicate that you are finished with a call and that all call variable and call wrapup updates have been made.
Chapter 5 Application Level Interfaces Call Data Update Service Table 5-58 SET_CALL_DATA_REQ Message Format (continued) NumNamed Variables The number of NamedVariable floating fields present in the floating part of the message. USHORT 2 NumNamedArrays The number of NamedArray floating fields present in the USHORT floating part of the message. 2 CallType The general classification of the call type (Table 6-12).
Chapter 5 Application Level Interfaces Call Data Update Service Table 5-58 SET_CALL_DATA_REQ Message Format (continued) RouterCallKeyDay (optional) If specified, allows setting of the router call keyday. UINT 4 RouterCallKey CallID If specified, allows setting of theRouterCallKeyID. UINT 4 RouterCallKey SequenceNumber If specified, allows setting of the RouterCallKeySequenceNumber. UINT 4 CallOriginated From Dialer Only ‘D’. Tags a call as being originated from the dialer.
Chapter 5 Application Level Interfaces Call Data Update Service Figure 5-8 Release Call Message Flow CTI Client CTI Server RELEASE_CALL_REQ RELEASE_CALL_CONF The RELEASE_CALL_REQ and RELEASE_CALL_CONF messages are defined in Table 5-60 and Table 5-61. Table 5-60 RELEASE_CALL_REQ Message Format Fixed Part Field Name Value Data Type Byte Size MessageHeader Standard message header. MessageType = 28.
Chapter 5 Application Level Interfaces Call Data Update Service Table 5-61 RELEASE_CALL_CONF Message Format (continued) InvokeID Set to the value of the InvokeID from the corresponding request message. UINT Maximum message size (including header): 4 12 SET_DEVICE_ATTRIBUTES_REQ This message is sent by a CTI Client to set the default service, skill group, and call type information associated with a calling device that is defined in the Unified CCE Dialer_Port_Map database table.
Chapter 5 Application Level Interfaces Miscellaneous Service Table 5-62 SET_DEVICE_ATTRIBUTES_REQ Message Format (continued) Floating Part Field Name Value Data Type Max. Size CallingDeviceID (required) The device identifier of the calling device. STRING 64 Maximum message size (including header) 104 When the requested default settings have been updated the CTI Server responds to the CTI Client that requested the update with the SET_DEVICE_ATTRIBUTES_CONF message.
Chapter 5 Application Level Interfaces Miscellaneous Service Table 5-64 Miscellaneous Service Messages (continued) REGISTER_VARIABLES_REQ To allow a CTI Client to register the call context variables that it will use. SET_APP_DATA_REQ Sent by CTI Client when it sets one of more application variables. START_RECORDING_REQ Sent by CTI Client on requesting the CTI Server to start recording a call. STOP_RECORDING_REQ Sent by CTI Client on requesting the CTI Server to stop recording a call.
Chapter 5 Application Level Interfaces Miscellaneous Service Table 5-65 SYSTEM_EVENT Message Format (continued) Field Name Value Data Type Max. Size Text (optional) A text message associated with the provided SystemEperiphventID. STRING 255 EventDeviceID A text value of the device ID if reported. Initially only used by Unified CCX for an SYS_DEVICE_IN_SERVICE, and SYS_DEVICE_OUT_OF_ SERVICE message.
Chapter 5 Application Level Interfaces Miscellaneous Service The CTI Server responds to the CTI client with the CLIENT_EVENT_REPORT_CONF message: Table 5-67 CLIENT_EVENT_REPORT_CONF Message Format Field Name Value Data Type Byte Size MessageHeader Standard message header. Message Type = 33. MHDR 8 InvokeID Set to the value of the InvokeID from the corresponding request message.
Chapter 5 Application Level Interfaces Miscellaneous Service USER_MESSAGE_REQ The USER_MESSAGE_REQ message, defined in Table 5-68, allows a CTI Client to send a message to a specified client, the client agent’s supervisor, all clients in the client agent’s team, or all clients connected to the CTI Server. Table 5-68 USER_MESSAGE_REQ Message Format Fixed Part Field Name Value Data Type Byte Size MessageHeader Standard message header. MessageType = 107.
Chapter 5 Application Level Interfaces Miscellaneous Service Table 5-69 Message Distribution Values Distribution Code Description Value DISTRIBUTE_TO_ CLIENT The message is to be sent to the client indicated by 0 the ClientID field. DISTRIBUTE_TO_ SUPERVISOR The message is to be sent to the agent team supervisor. DISTRIBUTE_TO_ TEAM The message is to be sent to all clients in the same 2 agent team. DISTRIBUTE_TO_ ALL The message is to be sent to all CTI Server clients.
Chapter 5 Application Level Interfaces Miscellaneous Service QUERY_AGENT_STATISTICS_REQ The QUERY_AGENT_STATISTICS_REQ message, defined in Table 5-72, allows a CTI Client to obtain the current call handling statistics for the client’s agent. To avoid impacting system performance, clients should not request agent statistics too frequently. Depending upon the needs of the client application, updating agent statistics after each call is handled my be appropriate.
Chapter 5 Application Level Interfaces Miscellaneous Service Table 5-73 QUERY_AGENT_STATISTICS_CONF Message Format (continued) AvailTime Session Total time, in seconds, the agent was in the Available state for any skill group. UINT 4 LoggedOnTime Session Total time, in seconds, the agent has been logged on. UINT 4 NotReadyTime Session Total time, in seconds, the agent was in the Not Ready state for all skill groups.
Chapter 5 Application Level Interfaces Miscellaneous Service Table 5-73 QUERY_AGENT_STATISTICS_CONF Message Format (continued) InternalCallsSess Number of internal calls initiated by the agent. ion UINT 4 InternalCalls TimeSession Number of seconds spent on internal calls initiated by the agent. UINT 4 InternalCalls RcvdSession Number of internal calls received by the agent. UINT 4 InternalCalls RcvdTime Session Number of seconds spent on internal calls received by the agent.
Chapter 5 Application Level Interfaces Miscellaneous Service Table 5-73 QUERY_AGENT_STATISTICS_CONF Message Format (continued) PreviewCalls HeldSession The total number of completed outbound Preview calls the agent UINT has placed on hold at least once. 4 PreviewCalls HeldTime Session Total number of seconds outbound Preview calls were placed on UINT hold. 4 Reservation CallsSession Total number of agent reservation calls completed by the agent.
Chapter 5 Application Level Interfaces Miscellaneous Service Table 5-73 QUERY_AGENT_STATISTICS_CONF Message Format (continued) AgentOutCalls Today Total number of completed outbound ACD calls made by agent. UINT 4 AgentOutCalls TalkTime Today Total talk time, in seconds, for completed outbound ACD calls UINT handled by the agent. The value includes the time spent from the call being initiated by the agent to the time the agent begins after call work for the call.
Chapter 5 Application Level Interfaces Miscellaneous Service Table 5-73 QUERY_AGENT_STATISTICS_CONF Message Format (continued) AutoOutCalls Today Total number of AutoOut (predictive) calls completed by the agent. UINT 4 AutoOutCalls TalkTime Today UINT Total talk time, in seconds, of AutoOut (predictive) calls completed by the agent. The value includes the time spent from the call being initiated by the agent to the time the agent begins after call work for the call.
Chapter 5 Application Level Interfaces Miscellaneous Service Table 5-73 QUERY_AGENT_STATISTICS_CONF Message Format (continued) Reservation CallsHeld TimeToday Total number of seconds agent reservation calls were placed on hold. UINT 4 BargeInCalls Today Total number of supervisor call barge-ins completed. UINT 4 InterceptCalls Today Total number of supervisor call intercepts completed. UINT 4 MonitorCalls Today Total number of supervisor call monitors completed.
Chapter 5 Application Level Interfaces Miscellaneous Service Table 5-74 QUERY_SKILL_GROUP_STATISTICS_REQ Message Format (continued) SkillGroupID The SkillGroupID of the desired agent SkillGroup. May contain the special value NULL_SKILL_GROUP (Table 6-3) when SkillGroupNumber is supplied. UINT Maximum message size (including header) 4 24 The CTI Server responds to the CTI Client with the QUERY_SKILL_GROUP_STATISTICS_CONF message.
Chapter 5 Application Level Interfaces Miscellaneous Service Table 5-75 QUERY_SKILL_GROUP_STATISTICS_CONF Message Format (continued) AgentsBusyOther Number of agents currently busy with calls assigned to other skill groups. UINT 4 AgentsReserved Number of agents for the skill group currently in the Reserved state. UINT 4 AgentsHold Number of calls to the skill group currently on hold.
Chapter 5 Application Level Interfaces Miscellaneous Service Table 5-75 QUERY_SKILL_GROUP_STATISTICS_CONF Message Format (continued) AgentOutCallsTalk TimeTo5 Total talk time, in seconds, for completed outbound ACD UINT calls handled by agents in the skill group. The value includes the time spent from the call being initiated by the agent to the time the agent begins after call work for the call. The time includes hold time associated with the call.
Chapter 5 Application Level Interfaces Miscellaneous Service Table 5-75 QUERY_SKILL_GROUP_STATISTICS_CONF Message Format (continued) AutoOutCallsTalk TimeTo5 UINT Total talk time, in seconds, for completed AutoOut (predictive) calls handled by agents in the skill group. The value includes the time spent from the call being initiated to the time the agent begins after call work for the call. The time includes hold time associated with the call.
Chapter 5 Application Level Interfaces Miscellaneous Service Table 5-75 QUERY_SKILL_GROUP_STATISTICS_CONF Message Format (continued) ReservationCalls HeldTimeTo5 Total number of seconds agent reservation calls were placed on hold by agents in the skill group. UINT 4 BargeInCallsTo5 Total number of supervisor call barge-ins completed in the UINT skill group. 4 InterceptCallsTo5 Total number of supervisor call intercepts completed in the UINT skill group.
Chapter 5 Application Level Interfaces Miscellaneous Service Table 5-75 QUERY_SKILL_GROUP_STATISTICS_CONF Message Format (continued) AgentOutCallsHeld TimeToHalf Total number of seconds outbound ACD calls were placed UINT on hold by agents in the skill group. 4 HandledCallsToHalf The number of inbound ACD calls handled by agents in the UINT skill group. 4 HandledCallsTalk TimeToHalf Total talk time in seconds for Inbound ACD calls counted UINT as handled by agents in the skill group.
Chapter 5 Application Level Interfaces Miscellaneous Service Table 5-75 QUERY_SKILL_GROUP_STATISTICS_CONF Message Format (continued) PreviewCallsTalk TimeToHalf UINT Total talk time, in seconds, for completed outbound Preview calls handled by agents in the skill group. The value includes the time spent from the call being initiated to the time the agent begins after call work for the call. The time includes hold time associated with the call.
Chapter 5 Application Level Interfaces Miscellaneous Service Table 5-75 QUERY_SKILL_GROUP_STATISTICS_CONF Message Format (continued) CallsQTimeHalf The total queue time, in seconds, of calls queued to the UINT skill group during the current half hour. This field is set to 0xFFFFFFFF when this value is unknown or unavailable. 4 LongestCallQHalf The longest queue time, in seconds, of all calls queued to UINT the skill group during the current half hour.
Chapter 5 Application Level Interfaces Miscellaneous Service Table 5-75 QUERY_SKILL_GROUP_STATISTICS_CONF Message Format (continued) IncomingCallsHeld TimeToday Total number of seconds completed inbound ACD calls were placed on hold by agents in the skill group. UINT 4 InternalCallsRcvd Today Number of internal calls received by agents in the skill group. UINT 4 InternalCallsRcvd TimeToday Number of seconds spent on internal calls received by agents in the skill group.
Chapter 5 Application Level Interfaces Miscellaneous Service Table 5-75 QUERY_SKILL_GROUP_STATISTICS_CONF Message Format (continued) ReservationCalls TalkTimeToday Total talk time, in seconds, for completed agent reservation UINT calls handled by agents in the skill group. The value includes the time spent from the call being initiated to the time the agent begins after call work for the call. The time includes hold time associated with the call.
Chapter 5 Application Level Interfaces Miscellaneous Service Table 5-76 REGISTER_VARIABLES_REQ Message Format Fixed Part Field Name Value Data Type Byte Size MessageHeader Standard message header. MessageType = 110. MHDR 8 InvokeID Set to the value of the InvokeID from the corresponding request message. UINT 4 CallVariable Mask A bitwise combination of Call Variable Masks listed in Table 5-77 corresponding to the call variables that the client wishes to receive.
Chapter 5 Application Level Interfaces Miscellaneous Service Table 5-77 Call Variable Masks Mask Name Description Value CALL_VAR_7_MASK CallVariable7 0x0040 CALL_VAR_8_MASK CallVariable8 0x0080 CALL_VAR_9_MASK CallVariable9 0x0100 CALL_VAR_10_MASK CallVariable10 0x0200 If any specified Named Variable or Named Array is not currently configured in the Unified CCE, the CTI Server responds to the CTI Client with a FAILURE_CONF message.
Chapter 5 Application Level Interfaces Miscellaneous Service Table 5-79 SET_APP_DATA_REQ Message Format (continued) … … … CallVariable10 (optional) Call-related variable data. STRING 41 FltCallTypeID (optional) If present, sets the call type of the call. UINT 4 PreCallInvokeID (optional) If present, specifies the invoke of the PreCall related to this UNIT event.
Chapter 5 Application Level Interfaces Miscellaneous Service Table 5-81 defines the format of the START_RECORDING_REQ message: Table 5-81 START_RECORDING_REQ Message Format Fixed Part Field Name Value Data Type Byte Size MessageHeader Standard message header. MessageType = 147. MHDR 8 InvokeID An ID for this request message that will be returned in the UINT corresponding confirm message. 4 PeripheralID The PeripheralID of the ACD where the call is located.
Chapter 5 Application Level Interfaces Miscellaneous Service Table 5-81 START_RECORDING_REQ Message Format (continued) AgentExtension The agent’s ACD teleset extension. For requesting clients STRING with ALL EVENTS or PERIPHERAL MONITOR service, at least one of AgentExtension, AgentID, or AgentInstrument must be provided. 16 AgentID The agent’s ACD login ID.
Chapter 5 Application Level Interfaces Miscellaneous Service Table 5-82 START_RECORDING _CONF Message Format (continued) ClientID (client only) The ClientID of the server application providing the call recording service, provided by CTIServer when this message is sent to a client application. STRING 64 ClientAddress (client only) The IP address of the server application providing the call recording service, provided by CTIServer when this message is sent to a client application.
Chapter 5 Application Level Interfaces Miscellaneous Service Table 5-83 STOP_RECORDING_REQ Message Format (continued) Field Name Value Data Type Max. Size ConnectionDevice ID The identifier of the connection between the call and the device. STRING 64 ClientID (server only) The ClientID of the CTI client making this request, provided by CTIServer when this message is sent to a server application.
Chapter 5 Application Level Interfaces Miscellaneous Service Table 5-84 STOP_RECORDING_CONF Message Format (continued) ClientID (client only) The ClientID of the server application terminating the call STRING recording service, provided by CTIServer when this message is sent to a client application. 64 ClientAddress (client only) The IP address of the server application terminating the call STRING recording service, provided by CTIServer when this message is sent to a client application.
Chapter 5 Application Level Interfaces Miscellaneous Service Table 5-86 AGENT_DESK_SETTINGS_CONF Message Format (continued) DeskSettingsMask A bitwise combination of the Boolean desk setting Masks listed in following table. UINT 4 WrapupData IncomingMode Indicates whether the agent is allowed or required to enter UINT wrap-up data after an inbound call: 0 = Required, 1 = Optional, 2 = Not allowed, 3 = Required With WrapupData.
Chapter 5 Application Level Interfaces Connection Monitor Service Table 5-87 Boolean Desk Settings Masks (continued) DESK_AVAIL_AFTER_ OUTGOING_MASK Set for automatically consider the agent available after handling an outbound call. 0x00000002 DESK_AUTO_ANSWER_ ENABLED_MASK Set when calls to the agent are automatically answered. 0x00000004 DESK_IDLE_REASON_ REQUIRED_MASK Set when the agent must enter a reason before entering the Idle state.
Chapter 5 Application Level Interfaces Client Control Service Events service to control the associated agent device and rejects attempts to control any other devices. CTI clients with All Events service may attempt to control any agent device (subject to any limitations imposed by the peripheral). Client Control service messages that initiate new calls contain a boolean PostRoute field.
Chapter 5 Application Level Interfaces Client Control Service Figure 5-9 Client Control Service Message Flow CTI Client CTI Server SET_AGENT_STATE_REQ SET_AGENT_STATE_CONF Table 5-89 summarizes the Client Control service messages. Table 5-89 Client Contro Service Messages Message Action Requested Server Response Message QUERY_AGENT_STATE_ REQ Retrieve the current state of an agent at QUERY_AGENT_STATE_ a specified device. CONF SET_AGENT_STATE_ REQ Change an ACD agent’s state.
Chapter 5 Application Level Interfaces Client Control Service Table 5-89 Client Contro Service Messages (continued) QUERY_DEVICE_INFO_ REQ Retrieve general information about a specified device. QUERY_DEVICE_INFO_ CONF SNAPSHOT_CALL_REQ Retrieve information about a specified SNAPSHOT_CALL_CONF call. SNAPSHOT_DEVICE_ REQ Retrieve information about a specified SNAPSHOT_DEVICE_CONF device. SEND_DTMF_SIGNAL_ REQ Transmit a series of DTMF tones.
Chapter 5 Application Level Interfaces Client Control Service Table 5-90 QUERY_AGENT_STATE_REQ Message Format (continued) AgentInstrument The agent’s ACD instrument number. At least STRING one of ICMAgentID, AgentExtension, AgentID, or AgentInstrument must be provided. Maximum message size (including header): 64 122 The CTI Server sends the QUERY_AGENT_STATE CONF message, defined in Table 5-91, as the query response.
Chapter 5 Application Level Interfaces Client Control Service Table 5-91 QUERY_AGENT_STATE_CONF Message Format (continued) Agent Availability Status An agent is available to work on a task in this Media UINT Routing Domain if the agent meets all of these conditions: 4 • The agent is routable for this Media Routing Domain • The agent is not in Not Ready state for skill groups in other Media Routing Domain • The agent is temp routable, meaning that the agent is not in Reserved, Active, Work-Ready, or W
Chapter 5 Application Level Interfaces Client Control Service Table 5-91 QUERY_AGENT_STATE_CONF Message Format (continued) UINT 4 SkillGroupID The SkillGroupID of the agent SkillGroup queue that the call has been added to. May contain the special value NULL_SKILL_ GROUP (Table 6-3) when not applicable or not available. There may be more than one SkillGroup ID field in the message (see Num SkillGroups). This field always immediately follows the corresponding SkillGroupNumber field.
Chapter 5 Application Level Interfaces Client Control Service SET_AGENT_STATE_REQ Use this message to change an ACD agent’s state to one of the values defined in Table 6-5. Note For Remote Agent login, use “;” to separate the instrument and agent phone number in the AgentInstrument field. Use RA_CALL_BY_CALL or RA_NAILED_CONNECTION in the AgentWorkMode field for the Remote Agent login mode. The SET_AGENT_STATE_REQ message is defined in Table 5-92.
Chapter 5 Application Level Interfaces Client Control Service Table 5-92 SET_AGENT_STATE_REQ Message Format (continued) AgentID (optional) The agent’s ACD login ID. This field is required when AgentState is AGENT_ STATE_LOGIN or AGENT_ STATE_LOGOUT. STRING 12 AgentPassword (optional) STRING The password that allows an agent to log into or out of an agent SkillGroup. This field is required when AgentState is AGENT_STATE_LOGIN or AGENT_ STATE_LOGOUT.
Chapter 5 Application Level Interfaces Client Control Service The CTI Server sends the SET_AGENT_STATE_CONF message, defined in Table 5-93, to confirm receipt of the request. Table 5-93 SET_AGENT_STATE_CONF Message Format Field Name Value Byte Data Type Size MessageHeader Standard message header. MessageType = 39. MHDR InvokeID Set to the value of the InvokeID from the corresponding request UINT message.
Chapter 5 Application Level Interfaces Client Control Service Table 5-94 ALTERNATE_CALL_REQ Message Format (continued) AgentInstrument (optional) The agent’s ACD instrument number. STRING 64 Maximum message size (including header): 226 The CTI Server sends the ALTERNATE_CALL_CONF message, defined in Table 5-95, to confirm receipt of the request. Table 5-95 ALTERNATE_CALL_CONF Message Format Field Name Value Data Type MessageHeader Standard message header. MessageType = 41.
Chapter 5 Application Level Interfaces Client Control Service The CTI Server sends the ANSWER_CALL_CONF message, defined in Table 5-97, to confirm receipt of the request. Table 5-97 ANSWER_CALL_CONF Message Format Field Name Value Data Type Byte Size MessageHeader Standard message header. Message Type = 43. MHDR 8 InvokeID Set to the value of the InvokeID from the corresponding request message.
Chapter 5 Application Level Interfaces Client Control Service Table 5-99 CLEAR_CALL_CONF Message Format (continued) InvokeID Set to the value of the InvokeID from the corresponding request message. UINT 4 Maximum message size (including header): 12 CLEAR_CONNECTION_REQ Use this message on hanging up a specific phone, to release the device connection from the designated call.
Chapter 5 Application Level Interfaces Client Control Service Table 5-101 CLEAR_CONNECTION_CONF Message Format (continued) InvokeID Set to the value of the InvokeID from the corresponding request message. UINT Maximum message size (including header): 4 12 CONFERENCE_CALL_REQ Use this message to conference an existing held call with another active call. The two calls are merged and the two connections at the conferencing device are in the connected state.
Chapter 5 Application Level Interfaces Client Control Service Table 5-102 CONFERENCE_CALL_REQ Message Format (continued) AnsweringMachine One of the values from Table 6-26 specifying USHORT the action to be taken if the call is answered by an answering machine. 2 Priority Set to TRUE if the call should receive priority BOOL handling.
Chapter 5 Application Level Interfaces Client Control Service Table 5-102 CONFERENCE_CALL_REQ Message Format (continued) FacilityCode (optional) A trunk access code, split extension, or other STRING data needed to access the chosen facility. 40 Authorization Code (optional) An authorization code needed to access the resources required to initiate the call. STRING 40 AccountCode (optional) A cost-accounting or client number used by the peripheral for charge-back purposes.
Chapter 5 Application Level Interfaces Client Control Service Table 5-103 CONFERENCE_CALL_CONF Message Format (continued) ConnectedParty DeviceIDType (optional) The type of device ID in the following ConnectedParty DeviceID floating field. There may be more than one ConnectedPartyDevice IDType field in the message (see NumParties). This field always immediately follows the corresponding Connected PartyCallID field.
Chapter 5 Application Level Interfaces Client Control Service Table 5-104 CONSULTATION_CALL_REQ Message Format (continued) AlertRings The maximum amount of time that the call’s destination will USHORT remain alerting, specified as an approximate number of rings. A zero value indicates that the peripheral default (typically 10 rings) should be used. 2 CallOption One of the values from Table 6-23 specifying additional peripheral-specific call options.
Chapter 5 Application Level Interfaces Client Control Service Table 5-104 CONSULTATION_CALL_REQ Message Format (continued) NAMEDA 252 RRAY NamedArray (optional) Call-related variable data that has an array variable name defined in the Unified CCE. There may be an arbitrary number of Named Variable and NamedArray fields in the message, subject to a combined total limit of 2000 bytes. See Table 3-5 for the format of this field.
Chapter 5 Application Level Interfaces Client Control Service DEFLECT_CALL_REQ Use this message during a call forward operation, to take an alerting call from a known device and move it to another device. The DEFLECT_CALL_REQ message is defined in Table 5-106. Table 5-106 DEFLECT_CALL_REQ Message Format Fixed Part Field Name Value Data Type Byte Size MessageHeader Standard message header. MessageType = 52.
Chapter 5 Application Level Interfaces Client Control Service HOLD_CALL_REQ Use this message to place an existing call connection into the held state. The HOLD_CALL_REQ message is defined in Table 5-108: Table 5-108 HOLD_CALL_REQ Message Format Fixed Part Field Name Value Data Type Byte Size MessageHeader Standard message header. MessageType = 54. MHDR 8 InvokeID An ID for this request message, returned in the corresponding confirm message.
Chapter 5 Application Level Interfaces Client Control Service MAKE_CALL_REQ Use this message to initiate a call between two devices. This request attempts to create a new call and establish a connection between the calling device (originator) and the called device (destination). The MAKE_CALL_REQ message is defined in Table 5-110. Table 5-110 MAKE_CALL_REQ Message Format Fixed Part Field Name Value Data Type Byte Size MessageHeader Standard message header. MessageType = 56.
Chapter 5 Application Level Interfaces Client Control Service Table 5-110 MAKE_CALL_REQ Message Format (continued) DialedNumber The number to be dialed to establish the new call. STRING 40 UserToUserInfo (optional) The ISDN user-to-user information. UNSPEC 131 CallVariable1 (optional) Call-related variable data. STRING 41 … … … … CallVariable10 (optional) Call-related variable data. STRING 41 CallWrapupData (optional) Call-related wrapup data.
Chapter 5 Application Level Interfaces Client Control Service Table 5-111 MAKE_CALL_CONF Message Format (continued) NewConnection DeviceIDType The type of device ID in the NewConnection Device ID floating field (Table 6-13). USHORT 2 LineHandle This field identifies the teleset line used, if known. Otherwise this field is set to 0xffff. USHORT 2 LineType The type of the teleset line in the LineHandle USHORT field (Table 6-14). 2 Floating Part Field Name Value Data Type Max.
Chapter 5 Application Level Interfaces Client Control Service Table 5-112 MAKE_PREDICTIVE_CALL_REQ Message Format (continued) AnsweringMachine One of the values from Table 6-26 specifying USHORT the action to be taken if the call is answered by an answering machine. 2 Priority Set this field to TRUE if the call should receive priority handling.
Chapter 5 Application Level Interfaces Client Control Service Table 5-112 MAKE_PREDICTIVE_CALL_REQ Message Format (continued) NamedVariable (optional) Call-related variable data that has a variable NAMEDVAR name defined in the Unified CCE. There may be an arbitrary number of Named Variable and NamedArray fields in the message, subject to a combined total limit of 2000 bytes. See Table 3-4 for the format of this field.
Chapter 5 Application Level Interfaces Client Control Service Table 5-113 MAKE_PREDICTIVE_CALL_CONF Message Format (continued) Floating Part Field Name Value Data Type Max. Size NewConnectionDevice The device identifier of the device associated with STRING ID the connection. 64 Maximum message size (including header): 88 RECONNECT_CALL_REQ Use this message to request the combined action of clearing an active call and then retrieving an existing held call.
Chapter 5 Application Level Interfaces Client Control Service The CTI Server sends the RECONNECT_CALL_CONF message, defined in Table 5-115, to confirm receipt of the request. Table 5-115 RECONNECT_CALL_CONF Message Format Field Name Value Data Type Byte Size MessageHeader Standard message header. Message Type = 61. MHDR 8 InvokeID Set to the value of the InvokeID from the corresponding request message.
Chapter 5 Application Level Interfaces Client Control Service Table 5-117 RETRIEVE_CALL_CONF Message Format (continued) InvokeID Set to the value of the InvokeID from the corresponding request message. UINT Maximum message size (including header): 4 12 TRANSFER_CALL_REQ Use this message to transfer a held call to an active call. The two calls must have connections to a single common device.
Chapter 5 Application Level Interfaces Client Control Service Table 5-118 TRANSFER_CALL_REQ Message Format (continued) AlertRings The maximum amount of time that the call’s destination will remain alerting, specified as an approximate number of rings. A zero value indicates to use the peripheral default (typically 10 rings). USHORT 2 CallOption One of the values from Table 6-23 USHORT specifying additional peripheral-specific call options.
Chapter 5 Application Level Interfaces Client Control Service Table 5-118 TRANSFER_CALL_REQ Message Format (continued) CallVariable10 (optional) Call-related variable data. STRING 41 CallWrapupData (optional) Call-related wrapup data. STRING 40 NamedVariable (optional) Call-related variable data that has a variable name defined in the Unified CCE. There may be an arbitrary number of Named Variable and NamedArray fields in the message, subject to a combined total limit of 2000 bytes.
Chapter 5 Application Level Interfaces Client Control Service Table 5-119 TRANSFER_CALL_CONF Message Format (continued) NumParties USHORT The number of active connections associated with this conference call, up to a maximum of 16 (Table 6-3). This value also indicates the number of ConnectedPartyCall ID, ConnectedPartyDevice IDType, and ConnectedParty DeviceID floating fields in the floating part of the message. 2 LineHandle This field identifies the teleset line used, if USHORT known.
Chapter 5 Application Level Interfaces Client Control Service QUERY_DEVICE_INFO_REQ Use this message to retrieve general information about a specified device. The QUERY_DEVICE_INFO_REQ message is defined in Table 5-120. Table 5-120 QUERY_DEVICE_INFO_REQ Message Format Fixed Part Field Name Value Data Type Byte Size MessageHeader Standard message header. MessageType = 78. MHDR 8 InvokeID An ID for this request message, returned in the corresponding confirm message.
Chapter 5 Application Level Interfaces Client Control Service Table 5-121 QUERY_DEVICE_INFO_CONF Message Format (continued) MaxHeldCalls The maximum number of concurrent calls that can be USHORT held at the device. Set to 0xFFFF if unknown or unavailable. 2 MaxDevicesIn Conference The maximum number of devices that may participate USHORT in conference calls at the device. Set to 0xFFFF if unknown or unavailable.
Chapter 5 Application Level Interfaces Client Control Service Table 5-122 Transfer Conference Setup Masks (continued) CONF_SETUP_ANY_ TWO_CALLS Any two call appearances. 0x00000008 CONF_SETUP_SINGLE_ ACD_CALL A single ACD call (blind conference). 0x00000010 TRANS_SETUP_SINGLE_ ACD_CALL A single ACD call (blind transfer). 0x00000020 CONF_SETUP_ANY_ SINGLE_CALL Any single connected call (blind conference). 0x00000040 TRANS_SETUP_ANY_ SINGLE_CALL Any single connected call (blind transfer).
Chapter 5 Application Level Interfaces Client Control Service Table 5-123 lists the Call Control Masks.
Chapter 5 Application Level Interfaces Client Control Service Table 5-124 lists the Other Feature Masks. Table 5-124 Other Feature Masks Mask Name Description Value FEATURE_POST_ROUTE Unified CCE Post Routing feature available. 0x00000001 FEATURE_UNIQUE_ CONSULT_CALLID Consultation call CallIDs are unique. 0x00000002 SNAPSHOT_CALL_REQ Use this message to retrieve information about a specified call, including a list of the associated devices and the connection state for each device.
Chapter 5 Application Level Interfaces Client Control Service Table 5-126 SNAPSHOT_CALL_CONF Message Format (continued) CallType The general classification of the call type (Table 6-12). USHORT 2 NumCTIClients The current number of CTI clients associated USHORT with this call. This value also indicates the number of CTI client signatures and timestamps in the floating part of the message.
Chapter 5 Application Level Interfaces Client Control Service Table 5-126 SNAPSHOT_CALL_CONF Message Format (continued) NamedVariable (optional) Call-related variable data that has a variable NAMED VAR 251 name defined in the Unified CCE. There may be an arbitrary number of Named Variable and NamedArray fields in the message, subject to a combined total limit of 2000 bytes. See Table 3-4 for the format of this field.
Chapter 5 Application Level Interfaces Client Control Service Table 5-126 SNAPSHOT_CALL_CONF Message Format (continued) CallDeviceType (optional) The type of device ID in the following CallDeviceID floating field (Table 6-11). There may be more than one CallDeviceIDType field in the message (see NumCall Devices). This field always immediately follows the corresponding CallConnection DeviceID field. USHORT 2 CallDeviceID (optional) The device ID of the subject device.
Chapter 5 Application Level Interfaces Client Control Service Table 5-127 SNAPSHOT_DEVICE_REQ Message Format (continued) MessageHeader Standard message header. MessageType = 84. MHDR 8 InvokeID An ID for this request message, returned in the corresponding confirm message. UINT 4 PeripheralID The Unified CCE PeripheralID of the ACD where the device is located.
Chapter 5 Application Level Interfaces Client Control Service Table 5-128 SNAPSHOT_DEVICE_CONF Message Format (continued) CallConnectionDevice IDType (optional) The type of device ID (Table 6-13) in the USHORT following CallConnectionDeviceID floating field. There may be more than one CallConnection DeviceID Type field in the message (see NumCalls). This field always immediately follows the corresponding Call ConnectionCallID field.
Chapter 5 Application Level Interfaces Client Control Service Table 5-129 SEND_DTMF_SIGNAL_REQ Message Format (continued) InvokeID An ID for this request message, returned in the corresponding confirm message. UINT 4 PeripheralID The Unified CCE PeripheralID of the ACD where the device is located. UINT 4 ConnectionCallID The Call ID value assigned to the call by the peripheral or UINT Unified CCE.
Chapter 5 Application Level Interfaces Client Control Service found, a call with calltype SUPERVISOR_ASSIST is initiated, and a SUPERVISOR_ASSIST_CONF will be sent to the requesting client. If no supervisor can be found a FAILURE_CONF response is returned to the requesting client.
Chapter 5 Application Level Interfaces Client Control Service Table 5-132 SUPERVISOR_ASSIST_CONF Message Format Fixed Part Field Name Value Data Type Byte Size MessageHeader Standard message header. MessageType = 119. MHDR 8 InvokeID Set to the same value as the InvokeID from the corresponding request message. UINT 4 ConnectionCallID The Call ID value assigned to the resulting SupervisorAssist call by the peripheral or Unified CCE.
Chapter 5 Application Level Interfaces Client Control Service Table 5-133 EMERGENCY_CALL_REQ Message Format (continued) MessageHeader Standard message header. MessageType = 121. MHDR 8 InvokeID An ID for this request message that will be returned in the UINT corresponding confirm message. 4 PeripheralID The Unified CCE PeripheralID of the ACD where the call UINT is located. 4 ConnectionCallID The Call ID value of the call that the agent needs assistance UINT with.
Chapter 5 Application Level Interfaces Client Control Service Table 5-134 EMERGENCY_CALL_CONF Message Format (continued) LineHandle This field identifies the teleset line used, if known. Otherwise this field is set to 0xffff. USHORT 2 LineType Indicates the type of the teleset line given in the LineHandle field (Table 6-14). USHORT 2 Field Name Value Data Type Max. Size ConnectionDevice ID The identifier of the connection between the call and the agent’s device.
Chapter 5 Application Level Interfaces Client Control Service The EMERGENCY_CALL_EVENT message, defined in Table 5-135, notifies bridge clients that an agent is handling the indicated call as an emergency call: Table 5-135 EMERGENCY_CALL_EVENT Message Format Fixed Part Field Name Value Data Type Byte Size MessageHeader Standard message header. MessageType = 123. MHDR 8 PeripheralID The Unified CCE PeripheralID of the ACD where the call is UINT located.
Chapter 5 Application Level Interfaces Client Control Service Table 5-136 BAD_CALL_REQ Message Format (continued) InvokeID An ID for this request message that will be returned in the UINT corresponding confirm message. 4 PeripheralID The Unified CCE PeripheralID of the ACD where the call is located. UINT 4 ConnectionDevice IDType Indicates the type of the connection identifier supplied in the Connection DeviceID floating field (Table 6-13).
Chapter 5 Application Level Interfaces Server Service Table 5-138 AGENT_GREETING_CONTROL_REQ Message Format (continued) Fixed Part Field Name Value Data Type Byte Size AgentAction 0 = stop the greeting that is currently being played. USHORT 2 1 = disable Agent Greeting for this login session. 2 = enable Agent Greeting for this login session. Notes: AgentAction = 0 stops the playing of the Agent Greeting for the current call.
Chapter 5 Application Level Interfaces Server Service The server service optionally allows multiple server applications to supply the same service. The ServerMode registration parameter determines how a server is selected to handle a given request. All server applications that wish to provide the same service must use the same ServerMode: • Exclusive. The first server application to register the service is the only one to serve requests.
Chapter 5 Application Level Interfaces Server Service Table 5-141 REGISTER_SERVICE_CONF Message Format InvokeID Set to the same value as the InvokeID from the corresponding request message. UINT 4 RegisteredServiceID The ID of registered service. UINT 4 Maximum message size (including header) 16 CTI Server Message Reference Guide (Protocol Version 15) for Cisco Unified Contact Center Enterprise Release 8.
Chapter 5 Application Level Interfaces Server Service UNREGISTER_SERVICE_REQ Prior to closing its session with the CTI Server, or at any time that the server application wishes to discontinue providing a registered service, it must send an UNREGISTER_SERVICE_REQ message, defined in Table 5-142: Table 5-142 UNREGISTER_SERVICE_REQ Message Format Fixed Part Field Name Value Data Type Byte Size MessageHeader Standard message header. MessageType = 145.
CH A P T E R 6 Constants and Status Codes This section lists the possible values for various status codes and fields that can appear in CTI Server messages. These values are defined in the CTILink.h file, located in the \icm\include directory. Failure Indication Message Status Codes Table 6-1 shows the status codes that may be included in the FAILURE_CONF and FAILURE_EVENT messages. Table 6-1 Status Codes Status Code Description Value E_CTI_NO_ERROR No error occurred.
Chapter 6 Constants and Status Codes Failure Indication Message Status Codes Table 6-1 Status Codes (continued) Status Code Description Value E_CTI_FUNCTION_ NOT_ AVAILABLE A request message was received for a function or service that was not granted to the client. 12 E_CTI_INVALID_ CALLID A request message was received with an invalid CallID value. 13 E_CTI_PROTECTED_ VARIABLE The CTI client may not update the requested variable.
Chapter 6 Constants and Status Codes Failure Indication Message Status Codes Table 6-1 Status Codes (continued) Status Code Description Value E_CTI_INVALID_ NUM_ PARTIES The NumParties field contains a value that exceeds the maximum (16). 30 E_CTI_INVALID_ SYS_ EVENT_ID The SystemEventID field contains a value that is not in Table 6-2. 31 E_CTI_ INCONSISTENT_ AGENT_DATA The provided agent extension, agent id, and/or agent instrument values are inconsistent with each other.
Chapter 6 Constants and Status Codes Failure Indication Message Status Codes Table 6-1 Status Codes (continued) Status Code Description Value E_CTI_INVALID_ DESTINATION_ COUNTRY An invalid destination country value was provided. 52 E_CTI_INVALID_ ANSWER_DETECT_ MODE An invalid answer detect mode value was provided. 53 E_CTI_MUTUALLY_ EXCLUS_DEVICEID_ TYPES A peripheral monitor request may not specify both a call and a device.
Chapter 6 Constants and Status Codes Failure Indication Message Status Codes Table 6-1 Status Codes (continued) Status Code Description Value E_CTI_VALUE_TOO_LONG The value of the specified named variable or named array element exceeds the maximum permissible length. 74 E_CTI_SCALAR_ FUNCTION_ON_ ARRAY A NamedArray was specified with a NamedVariable tag. 75 E_CTI_ARRAY_ FUNCTION_ON_ SCALAR A NamedVariable was specified with a NamedArray tag.
Chapter 6 Constants and Status Codes SystemEventID Values Table 6-1 Status Codes (continued) Status Code Description Value E_CTI_INVALID_ MONITOR_STATUS Indicates an invalid monitor. 97 E_CTI_INVALID_ REQUEST_TYPE Indicates an invalid request ID type. 98 SystemEventID Values Table 6-2 shows the SystemEventID values that may be included in the SYSTEM_EVENT messages.
Chapter 6 Constants and Status Codes Special Values Special Values Table 6-3 shows the values used to define sizes and limits, indicate special IDs, and unspecified data elements. Table 6-3 Special Values Constant Description Value MAX_NUM_CTI_ CLIENTS The maximum number of CTI clients that can be 16 in a message list. MAX_NUM_ PARTIES The maximum number of conference call parties 16 that can be in a message list.
Chapter 6 Constants and Status Codes Tag Values Table 6-4 Tag Values (continued) Floating Field Tag Using Messages Value TEXT_TAG SYSTEM_EVENT, CLIENT_EVENT_REPORT_REQ 7 ANI_TAG BEGIN_CALL_EVENT, CALL_ DATA_UPDATE_EVENT, CALL_ TRANSLATION_ROUTE_EVENT, SNAPSHOT_CALL_ CONF 8 UUI_TAG BEGIN_CALL_EVENT, CALL_DATA_UPDATE_EVENT, CALL_TRANSLATION_ROUTE_ EVENT, CONSULTATION_ CALL_REQ, MAKE_CALL_REQ, TRANSFER_CALL_REQ, SNAPSHOT_CALL_CONF 9 DNIS_TAG BEGIN_CALL_EVENT, CALL_ DATA_UPDATE_EVENT, CALL_ TR
Chapter 6 Constants and Status Codes Tag Values Table 6-4 Tag Values (continued) Floating Field Tag Using Messages Value CALLED_DEVID_TAG CALL_DELIVERED_EVENT, CALL_ESTABLISHED_EVENT, CALL_ORIGINATED_EVENT, CALL_DIVERTED_EVENT, CALL_QUEUED_EVENT, CALL_REACHED_NETWORK_ EVENT, CONSULTATION_ CALL_REQ, DEFLECT_CALL_ REQ, MAKE_CALL_REQ 28 LAST_REDIRECT_ DEVID_TAG CALL_DELIVERED_EVENT, CALL_ESTABLISHED_EVENT, CALL_QUEUED_EVENT 29 ANSWERING_DEVID_ TAG CALL_ESTABLISHED_EVENT 30 HOLDING_DEVID_ TAG C
Chapter 6 Constants and Status Codes Tag Values Table 6-4 Tag Values (continued) Floating Field Tag Using Messages Value CALL_WRAPUP_ DATA_ TAG BEGIN_CALL_EVENT, CALL_DATA_UPDATE_EVENT, SET_CALL_DATA_REQ, CONSULTATION_CALL_REQ, MAKE_CALL_REQ, TRANSFER_CALL_REQ, SNAPSHOT_CALL_CONF 46 NEW_CONNECTION_ DEVID_TAG CALL_DATA_UPDATE_EVENT, CONFERENCE_CALL_CONF, CONSULTATION_CALL_CONF, MAKE_CALL_CONF, TRANSFER_CALL_CONF 47 TRUNK_USED_ DEVID_ TAG CALL_REACHED_NETWORK_ EVENT 48 AGENT_PASSWORD_ TAG SE
Chapter 6 Constants and Status Codes Tag Values Table 6-4 Tag Values (continued) Floating Field Tag Using Messages Value SKILL_GROUP_ STATE_ TAG QUERY_AGENT_STATE_CONF 65 OBJECT_NAME_TAG CLIENT_EVENT_REPORT 66 DTMF_STRING_TAG SEND_DTMF_SIGNAL_REQ 67 POSITION_ID_TAG SET_AGENT_STATE_REQ 68 SUPERVISOR_ID_TAG SET_AGENT_STATE_REQ 69 LINE_HANDLE_TAG QUERY_DEVICE_INFO_CONF 70 LINE_TYPE_TAG QUERY_DEVICE_INFO_CONF 71 ROUTER_CALL_KEY_ DAY_TAG BEGIN_CALL_EVENT, CALL_ DATA_UPDATE_EVENT, CALL
Chapter 6 Constants and Status Codes Tag Values Table 6-4 Tag Values (continued) Floating Field Tag Using Messages Value NAMED_VARIABLE_ TAG BEGIN_CALL_EVENT, CALL_DATA_UPDATE_EVENT, AGENT_PRE_CALL_EVENT, CALL_TRANSLATION_ROUTE_ EVENT, SET_CALL_DATA_REQ, CONFERENCE_CALL_REQ, CONSULTATION_CALL_REQ, MAKE_CALL_REQ, MAKE_PREDICTIVE_CALL_REQ, TRANSFER_CALL_REQ, SNAPSHOT_CALL_CONF, REGISTER_VARIABLES_REQ 82 NAMED_ARRAY_TAG BEGIN_CALL_EVENT, CALL_DATA_UPDATE_EVENT, AGENT_PRE_CALL_EVENT, CALL_TRANSLATIO
Chapter 6 Constants and Status Codes Tag Values Table 6-4 Tag Values (continued) Floating Field Tag Using Messages Value APP_PATH_ID_TAG OPEN_REQ 97 ROUTER_CALL_KEY_SEQUENC AGENT_LEGACY_PRE_CALL_EVENT, E_NUM_TAG BEGIN_CALL_EVENT, CALL_DATA_UPDATE_EVENT, CALL_TRANSLATION_ROUTE_EVENT, AGENT_PRE_CALL_EVENT, AGENT_PRE_CALL_ABORT_EVENT 110 TRUNK_NUMBER_ TAG CALL_DELIVERED_EVENT, CALL_ESTABLISHED_EVENT, CALL_REACHED_NETWORK_ EVENT 121 TRUNK_GROUP_ NUMBER_TAG CALL_DELIVERED_EVENT, CALL_ESTABLISHED_E
Chapter 6 Constants and Status Codes Tag Values Table 6-4 Tag Values (continued) Floating Field Tag Using Messages Value Reserved DURATION_TAG 143-149 AGENT_STATE_EVENT 150 Reserved 151-172 EXTENSION_TAG CONFIG_SKILL_GROUP_EVENT, CONFIG_SERVICE_EVENT, CONFIG_AGENT_EVENT,CONFIG_DEVICE_EV ENT 173 SERVICE_LEVEL_ THRESHOLD_TAG CONFIG_SERVICE_EVENT 174 SERVICE_LEVEL_ TYPE_TAG CONFIG_SERVICE_EVENT 175 CONFIG_PARAM_TAG CONFIG_SKILL_GROUP_EVENT, CONFIG_SERVICE_EVENT 176 SERVICE_CONFIG_ KEY_
Chapter 6 Constants and Status Codes Tag Values Table 6-4 Tag Values (continued) Floating Field Tag Using Messages Value AGENT_ID_LONG_ TAG OPEN_REQ, OPEN_REQ, OPEN_REQ_CONF, AGENT_STATE_EVENT, RTP_STARTED_EVENT, RTP_STOPPED_EVENT, SUPERVISE_CALL_REQ, EMERGENCY_CALL_EVENT, USER_MESSAGE_REQ, SET_AGENT_STATE_REQ, SET_AGENT_STATE_CONF, QUERY_AGENT_STATE_REQ, QUERY_AGENT_STATE_CONF, AGENT_UPDATED_EVENT 194 DEVICE_TYPE_TAG CONFIG_DEVICE_EVENT 195 Unused 196-197 ENABLE_TAG ROUTE_REGISTER_EVENT 19
Chapter 6 Constants and Status Codes Tag Values Table 6-4 Tag Values (continued) Floating Field Tag Using Messages Value ANI_II_TAG BEGIN_CALL_EVENT, CALL_TRANSLATION_ROUTE_ EVENT, CALL_DATA_UPDATE, CALL_DELIVERED_EVENT, AGENT_PRE_CALL_EVENT, SET_CALL_DATA_REQ, SNAPSHOT_CALL_REQ, ROUTE_REQUEST_EVENT 215 MR_DOMAIN_ID_TAG CONFIG_SKILL_GROUP_EVENT, CONFIG_SERVICE_EVENT 216 CTIOS_CIL_CLIENT_ ID_TAG SET_CALL_DATA_REQ, ALTERNATE_CALL_REQ, ANSWER_CALL_REQ, CLEAR_CALL_REQ, CLEAR_CONNECTION_REQ, DEFLE
Chapter 6 Constants and Status Codes AgentState Values Table 6-4 Tag Values (continued) Floating Field Tag Using Messages Value CLIENT_ADDRESS IPV6_TAG RTP_STARTED_EVENT, RTP_ STOPPED_EVENT, CLIENT_ SESSION_OPENED_EVENT, CLIENT_SESSION_CLOSED_ EVENT, EMERGENCY_CALL_REQ, EMERGENCY_CALL_CONF, EMERGENCY_CALL_EVENT,, START_RECORDING_REQ, START_RECORDING_CONF, STOP_RECORDING_REQ, STOP_RECORDING_CONF, 226 SENDING_ADDRESS_ IPV6_TAG RTP_STARTED_EVENT, RTP_STOPPED_EVENT 227 NUM_PERIPHERALS_ TAG OPEN_CON
Chapter 6 Constants and Status Codes PGStatusCode Values Table 6-5 AgentState Values (continued) State Name Description Value AGENT_STATE_ WORK_NOT_READY The agent is performing after call work, but will not be ready to receive a call when completed. 5 AGENT_STATE_ WORK_ READY The agent is performing after call work, and 6 will be ready to receive a call when completed. AGENT_STATE_ BUSY_ OTHER The agent is busy performing a task associated 7 with another active SkillGroup.
Chapter 6 Constants and Status Codes PeripheralType Values PeripheralType Values Table 6-7 shows the PeripheralType values that may be included in the Client Events service messages.
Chapter 6 Constants and Status Codes LocalConnectionState Values LocalConnectionState Values Table 6-8 shows the LocalConnectionState values. Table 6-8 LocalConnectionState values LocalConnectionState Description Value LCS_NONE Not applicable 0xffff LCS_NULL No relationship between call and device. 0 LCS_INITIATE Device requesting service (“dialing”). 1 LCS_ALERTING Device is alerting (“ringing”). 2 LCS_CONNECT Device is actively participating in the call.
Chapter 6 Constants and Status Codes EventCause Values Table 6-9 EventCause Values (continued) EventCause Value CEC_KEY_CONFERENCE 17 CEC_LOCKOUT 18 CEC_MAINTENANCE 19 CEC_NETWORK_CONGESTION 20 CEC_NETWORK_NOT_OBTAINABLE 21 CEC_NEW_CALL 22 CEC_NO_AVAILABLE_AGENTS 23 CEC_OVERRIDE 24 CEC_PARK 25 CEC_OVERFLOW 26 CEC_RECALL 27 CEC_REDIRECTED 28 CEC_REORDER_TONE 29 CEC_RESOURCES_NOT_AVAILABLE 30 CEC_SILENT_MONITOR 31 CEC_TRANSFER 32 CEC_TRUNKS_BUSY 33 CEC_VOICE_UNIT_INITIA
Chapter 6 Constants and Status Codes EventCause Values Table 6-10 Extended Call Cleared Event Causes EventCause Value CECX_ABAND_NETWORK 1001 CECX_ABAND_LOCAL_QUEUE 1002 CECX_ABAND_RING 1003 CECX_ABAND_DELAY 1004 CECX_ABAND_INTERFLOW 1005 CECX_ABAND_AGENT_TERMINAL 1006 CECX_SHORT 1007 CECX_BUSY 1008 CECX_FORCED_BUSY 1009 CECX_DROP_NO_ANSWER 1010 CECX_DROP_BUSY 1011 CECX_DROP_REORDER 1012 CECX_DROP_HANDLED_PRIMARY_ROUTE 1013 CECX_DROP_HANDLED_OTHER 1014 CECX_REDIRECTED 101
Chapter 6 Constants and Status Codes DeviceIDType Values Table 6-10 Extended Call Cleared Event Causes (continued) EventCause Value CECX_TASK_ABANDONED_WHILE_OFFERED 1037 CECX_NORMAL_END_TASK 1038 CECX_CANT_OBTAIN_TASK_ID 1039 CECX_AGENT_LOGGED_OUT_DURING_TASK 1040 CECX_MAX_TASK_LIFETIME_EXCEEDED 1041 CECX_APPLICATION_PATH_WENT_DOWN 1042 CECX_ICM_ROUTING_COMPLETE 1043 CECX_ICM_ROUTING_DISABLED 1044 CECX_APPL_INVALID_MRD_ID 1045 CECX_APPL_INVALID_DIALOGUE_ID 1056 CECX_APPL_DUPLICATE
Chapter 6 Constants and Status Codes CallType Values Table 6-11 DeviceIDType Values (continued) DEVID_CTI_PORT The provided device ID identifiers a CTI PORT (Unified CCX ONLY) 73 DEVID_ROUTE_POINT The provided device ID identifies a ROUTE 74 POINT DEVID_EXTERNAL The provided device ID is an ANI number or 75 some other external identifier.
Chapter 6 Constants and Status Codes ConnectionDeviceIDType Values Table 6-12 CallType Values (continued) CallType Description Value CALLTYPE _CONSULT_ CONFERENCE Conferenced consult call. 14 CALLTYPE _CONFERENCE Conference call. 15 CALLTYPE_UNMONITORED Inside or outbound call for which no call events will be received. 16 CALLTYPE_PREVIEW Automatic out call in which the agent is given the option 17 to proceed to dial a contact.
Chapter 6 Constants and Status Codes LineType Values LineType Values Table 6-14 shows the possible LineType values. Table 6-14 LineType Values LineType Description Value LINETYPE_INBOUND_ ACD Line used for inbound ACD calls. 0 LINETYPE_OUTBOUND_ACD Line used for outbound ACD calls. 1 LINETYPE_INSIDE Line used for inside calls. 2 LINETYPE_UNKNOWN Line used for any purpose. 3 LINETYPE_SUPERVISOR Line used for supervisor calls. 4 LINETYPE_MESSAGE Line used for voice messages.
Chapter 6 Constants and Status Codes ControlFailureCode Values Table 6-15 ControlFailureCode Values (continued) FailureCode Description Value CF_PRIVILEGE_VIOLATION_ ON_CALLED_DEVICE The called device is not authorized for the service. 9 CF_PRIVILEGE_VIOLATION_ ON_CALLING_DEVICE The calling device is not authorized for the service. 10 CF_INVALID_CSTA_CALL_ IDENTIFIER The call identifier is invalid. 11 CF_INVALID_CSTA_DEVICE_ IDENTIFIER The device identifier is invalid.
Chapter 6 Constants and Status Codes ControlFailureCode Values Table 6-15 ControlFailureCode Values (continued) FailureCode Description Value CF_ OVERALL_MONITOR_ LIMIT_EXCEEDED The request would exceed the server’s overall resource limits. 37 CF_CONFERENCE_MEMBER_ LIMIT_EXCEEDED The request would exceed the server’s limit on the 38 number of conference members.
Chapter 6 Constants and Status Codes ControlFailureCode Values Table 6-15 ControlFailureCode Values (continued) FailureCode Description Value CF_ REQUEST_TIMEOUT_ REJECTION The request failed because a timeout limit was exceeded. 78 CF_REQUESTS_ON_DEVICE_ EXCEEDED_REJECTION The request would have exceeded the limits of the 79 device. Table 6-16 Extended Control Failure Codes FailureCode Description Value CF_INVALID_AGENT_ID_ SPECIFIED The request specified an invalid AgentID.
Chapter 6 Constants and Status Codes ControlFailureCode Values Table 6-16 Extended Control Failure Codes (continued) FailureCode Description Value CF_ANSMAP_OR_ ADPARAM_FIELD_NOT_VALID The Ansmap or Asparam field are not valid 274 CF_INVALID_CALL_ CONTROL_TABLE_ SPECIFIED The call control table is invalid 275 CF_INVALID_DIGITS_ RNATIMEOUT_AMSDELAY_ OR_COUNTRY 276 CF_ANSWER_DETECT_ PORT_UNAVAILABLE 277 CF_VIRTUAL_AGENT_ UNAVAILABLE 278 CF_TAKEBACK_N_XFER_ ROUTE_END 279 CF_WRAPUP_DATA_ R
Chapter 6 Constants and Status Codes AllocationState Values Table 6-16 Extended Control Failure Codes (continued) FailureCode Description Value CF_SOFTWARE_REV_NO_ SUPPORTED The current software revision is not supported. 1003 CF_UNKNOWN_PID The PeripheralID is unknown. 1004 CF_INVALID_TABLE_ SPECIFIED An invalid table was specified. 1005 CF_PD_SERVICE_INACTIVE The peripheral data service is not active. 1006 CF_UNKNOWN_ROUTING_ CLIENT_ID The RoutingClientID is unknown.
Chapter 6 Constants and Status Codes ForwardType Values ForwardType Values Table 6-18 shows the ForwardType values. Table 6-18 FowardType Values ForwardType Description Value FWT_IMMEDIATE Forward all calls. 0 FWT_BUSY Forward only when busy. 1 FWT_NO_ANS Forward after no answer. 2 FWT_BUSY_INT Forward on busy for internal calls. 3 FWT_BUSY_EXT Forward on busy for external calls. 4 FWT_NO_ANS_INT Forward after no answer for internal calls.
Chapter 6 Constants and Status Codes ClassOfDevice Values Table 6-19 TypeOfDevice Values (continued) TypeOfDevice Description Value DEVT_CTI_PORT_ SCCP A CTI port on a Unified CM device. 22 DEVT_CTI_PORT_SIP A CTI port on a SIP device. 23 DEVT_OTHER A device that does not fall into any of the preceding categories. 255 ClassOfDevice Values Table 6-20 shows the ClassOfDevice values.
Chapter 6 Constants and Status Codes CallMannerType Values CallMannerType Values Table 6-22 shows the CallMannerType values. Table 6-22 CallMannerType Values CallMannerType Description Value CMT_UNSPECIFIED Use default call manner. 0 CMT_POLITE Attempt the call only if the originating device is idle. 1 CMT_BELLIGERENT The call should always be attempted, disconnecting any currently active call.
Chapter 6 Constants and Status Codes ConsultType Values ConsultType Values Table 6-24 shows the ConsultType values. Table 6-24 ConsultType Values ConsultType Description Value CT_UNSPECIFIED Default (consult call). 0 CT_TRANSFER Consult call prior to transfer. 1 CT_CONFERENCE Consult call prior to conference. 2 FacilityType Values Table 6-25 shows the FacilityType values. Table 6-25 FacilityType Values FacilityType Description Value FT_UNSPECIFIED Use default facility type.
Chapter 6 Constants and Status Codes AnswerDetectMode Values AnswerDetectMode Values Table 6-27 shows the AnswerDetectMode values. Table 6-27 AnswerDetectMode Values AnswerDetectMode Description Value ADM_UNSPECIFIED Use default behavior. 0 ADM_VOICE_ THRESHOLD Report call answered by an answering machine 1 when initial voice duration exceeds time threshold. ADM_VOICE_END Report call answered by an answering machine when initial voice segment ends.
Chapter 6 Constants and Status Codes DestinationCountry Values DestinationCountry Values Table 6-29 shows the DestinationCountry values. Table 6-29 DestinationCountry Values DestinationCountry Description Value DEST_UNSPECIFIED Unspecified or unknown, use default behavior. 0 DEST_US_AND_ CANADA Call destination is in the United States or Canada. 1 CTI Service Masks Table 6-30 shows the CTIService masks.
Chapter 6 Constants and Status Codes Disposition Code Values Table 6-30 CTI Service Masks (continued) MaskName Description Value CTI_SERVICE_ALL_ TASK_EVENTS Client receives all task events. 0x00000800 CTI_SERVICE_ TASK_MONITOR Client receives monitored task events. 0x00001000 0x00002000 CTI_AGENT_STATE_CONTROL_O Client can change agent state only. Call NLY control is not allowed.
Chapter 6 Constants and Status Codes Disposition Code Values Table 6-31 Disposition Code Values (continued) 14 Disconnect/drop handled other 15 Redirected 16 Cut Through 17 Intraflow 18 Interflow 19 Ring No Answer 20 Intercept reorder 21 Intercept denial 22 Time Out 23 Voice Energy 24 Non-classified Energy Detected 25 No Cut Through 26 U-Abort 27 Failed Software 28 Blind Transfer 29 Announced Transfer 30 Conferenced 31 Duplicate Transfer 32 Unmonitored Device 33 An
Chapter 6 Constants and Status Codes Agent Service Request Masks Table 6-31 Disposition Code Values (continued) 51 Task Ended During Application Init 52 Called Party Disconnected Agent Service Request Masks Table 6-32 shows the Agent Service Request masks. Table 6-32 Agent Service Request Masks DestinationCountry Description Value OUTBOUND_SUPPORT The agent login can support outbound feature. 0x1 Silent Monitor Status Values Table 6-33 shows the Silent Monitor Status Values.
A P P E N D I X A Changes and Additions This appendix details the changes and additions made to various protocol versions of the CTI Server. Protocol Version 15 The following is a list of additions and changes made to the CTI Server in Protocol Version 15 (Unified CCE Version 8.5(x)). • Added three message types to Table 3-1: 248, 249, 250. • Added CALL_AGENT_GREETING_MASK to Table 4-3. • Added CALL_AGENT_GREETING_EVENT in Table 5-4. • Added AGENT_GREETING_CONTROL_REQ in Table 5-138.
Appendix A Changes and Additions Protocol Version 14 – NUM_PERIPHERALS_TAG(228) – COC_CONNECTION_CALL_ID_TAG(229) – COC_CALL_CONNECTION_DEVICE_ID_TYPE_TAG(230) – COC_CALL_CONNECTION_DEVICE_ID_TYPE_TAG(231) – CALL_ORIGINATED_FROM_TAG(232) – SET_APPDATA_CALLID_TAG(233) – CLIENT_SHARE_KEY_TAG(234) • Added SkillGroupNumber field to MAKE_CALL_REQ. • Added RouterCallKeyDay, RouterCallKeyCallID, and RouterCallKeySequenceNumber fields to SET_CALL_DATA.
Appendix A Changes and Additions Protocol Versions 10-13 • Added CTI_SERVICE_ACD_LINE_ONLY and CTI_SERVICE_IGNORE_CONF to Table 6-30. • Added the ClientAddressIPV6 field to the following events: – RTP_STARTED_EVENT – RTP_STOPPED_EVENT – CLIENT_SESSION_OPENED_EVENT – CLIENT_SESSION_CLOSED_EVENT – EMERGENCY_CALL_EVENT – START_RECORDING_REQ – START_RECORDING_CONF – STOP_RECORDING_REQ – STOP_RECORDING_CONF • Added the SendingAddressIPV6 field to RTP_STARTED_EVENT and RTP_STOPPED_EVENT.
Appendix A Changes and Additions Protocol Version 9 • Removed OldestCallInQueue from the QUERY_AGENT_STATISTICS_CONF message. • Added AgentAvailabilityStatus to QUERY_AGENT_STATE_CONF and AGENT_STATE_EVENT. • Added AgentsICMAvailable, and AgentsApplicationAvailable to QUERY_SKILL_GROUP_STATISTICS_CONF. • Added ICMAvailableTimeSession, RoutableTimeSession, ICMAvailableTimeToday, and RoutableTimeToday to QUERY_AGENT_STATISTICS_CONF.
Appendix A Changes and Additions Protocol Version 8 • Added field AgentsICMAvailable and AgentsApplicationAvailable to QUERY_SKILL_GROUP_STATISTICS_CONF. • Added fields ICMAvailableTimeSession, RoutableTimeSession, ICMAvailableTimeToday, and RoutableTimeToday to QUERY_AGENT_STATISTICS_CONF. • Added ICMAgentID, AgentExtension, AgentID, and AgentInstrument fields to QUERY_AGENT_STATE_REQ. • Updates to several tables in Chapter 6, “Constants and Status Codes.
Appendix A Changes and Additions Protocol Version 7 • Add new BargeIn, Intercept, Monitor, Whisper, and Emergency call metrics to the QUERY_AGENT_STATISTICS_CONF and QUERY_SKILL_GROUP_STATISTICS_CONF messages. • Added Supervisor services. See “Supervisor Service” in Chapter 5, “Application Level Interfaces.
Appendix A Changes and Additions Protocol Version 6 • System Events Service renamed to Miscellaneous Services. • NamedVariable and NamedArray optional fields added to the following messages: – BEGIN_CALL_EVENT – CALL_DATA_UPDATE_EVENT – CALL_TRANSLATION_ROUTE_EVENT – SET_CALL_DATA_REQ – CONFERENCE_CALL_REQ – CONSULTATION_CALL_REQ – MAKE_CALL_REQ – MAKE_PREDICTIVE_CALL_REQ – TRANSFER_CALL_REQ – SNAPSHOT_CALL_CONF • EventReasonCode field added to the AGENT_STATE_EVENT message.
Appendix A Changes and Additions Protocol Version 5 – CallControlSupported – OtherFeaturesSupported • New PGStatus code values PGS_CTI_SERVER_OFFLINE and PGS_LIMITED_FUNCTION added to the PGStatusCode table (Table 6-6). • Added HandledCallsAfterCallTimeSession and HandledCallsAfterCallTimeToday fields to the QUERY_AGENT_STATISTICS_CONF message. • Added HandledCallsAfterCallTimeToHalf and HandledCallsAfterCallTimeToday fields to the QUERY_SKILL_GROUP_STATISTICS_CONF message.
Appendix A Changes and Additions Protocol Version 5 • Added new AM_NONE, AM_NONE_NO_MODEM and AM_CONNECT_NO_MODEM AnsweringMachine values to the AnsweringMachine Values table (Table 6-26). • ANSWER_CALL_REQ message revised for peripherals that do not provide alerting call identification.
Appendix A Changes and Additions Protocol Version 5 CTI Server Message Reference Guide (Protocol Version 15) for Cisco Unified Contact Center Enterprise A-10 Release 8.
INDEX CALL_CLEARED_EVENT message A 5-16 CALL_CONFERENCED_EVENT message AGENT_DESK_SETTINGS_CONF message AGENT_DESK_SETTINGS_REQ message 5-96 5-20 CALL_CONNECTION_CLEARED_EVENT message 5-17 5-96 AGENT_GREETING_CONTROL_CONF message 5-147 CALL_DATA_UPDATE_EVENT message 5-7 AGENT_GREETING_CONTROL_REQ message 5-146 CALL_DELIVERED_EVENT message 5-9, 5-41 AGENT_PRE_CALL_ABORT_EVENT message 5-37 CALL_DEQUEUED_EVENT message 5-32 AGENT_PRE_CALL_EVENT message AGENT_STATE_EVENT message 5-24 CALL_
Index ClassOfDevice values NAMEDVAR 6-33 CLEAR_CALL_CONF message CLEAR_CALL_REQ message data types 5-109 3-12 3-11 DEFLECT_CALL_CONF message 5-109 CLEAR_CONNECTION_CONF message CLEAR_CONNECTION_REQ message DEFLECT_CALL_REQ message 5-110 DestinationCountry values 5-110 CLIENT_EVENT_REPORT_CONF message device IDs 5-69 CLIENT_EVENT_REPORT_REQ message 5-48 Disposition Code values CLIENT_SESSION_OPENED_EVENT message 5-47 duplex configuration 5-1 Client Monitor service CLOSE_REQ message
Index CALL_HELD_EVENT L 5-14 CALL_ORIGINATED_EVENT LineType values 6-26 CALL_QUEUED_EVENT LIST_AGENT_TEAM_CONF message 5-58 LIST_AGENT_TEAM_REQ message LocalConnectionState values 5-18 5-31 CALL_REACHED_NETWORK_EVENT 5-58 CALL_RETRIEVED_EVENT 6-20 5-29 5-15 CALL_SERVICE_ INITIATED_EVENT CALL_TRANSFERRED_EVENT 5-25 5-22 CALL_TRANSLATION_ROUTE_EVENT M CHANGE_MONITOR_MASK_CONF MAKE_CALL_CONF message CHANGE_MONITOR_MASK_REQ 5-120 MAKE_CALL_REQ message CLEAR_CALL_CONF 5-119 MAKE_PRE
Index MAKE_PREDICTIVE_CALL_CONF SET_APP_DATA_REQ 5-123 MAKE_PREDICTIVE_CALL_REQ 5-90 SET_CALL_DATA_CONF 5-121 MONITOR_AGENT_TEAM_START_CONF SET_CALL_DATA_REQ 5-59 5-63 5-61 MONITOR_AGENT_TEAM_START_REQ 5-59 SET_DEVICE_ATTRIBUTES_CONF MONITOR_AGENT_TEAM_STOP_CONF 5-60 SET_DEVICE_ATTRIBUTES_REQ MONITOR_AGENT_TEAM_STOP_REQ MONITOR_START_CONF SNAPSHOT_CALL_CONF 5-59 SNAPSHOT_CALL_REQ 5-44 5-134 5-42 SNAPSHOT_DEVICE_CONF MONITOR_STOP_CONF 5-45 SNAPSHOT_DEVICE_REQ OPEN_CONF QUERY_AGE
Index NAMEDARRAY data type NAMEDVAR data type 3-13 S 3-12 SEND_DTMF_SIGNAL_CONF message SEND_DTMF_SIGNAL_REQ message O OPEN_CONF message OPEN_REQ message 5-140 5-139 SESSION_MONITOR_START_CONF message 4-8 4-3 SESSION_MONITOR_START_REQ message 5-49 SESSION_MONITOR_STOP_CONF message 5-50 SESSION_MONITOR_STOP_REQ message P Peripheral Monitor service PeripheralType values PGStatusCode values session initialization 4-2 session maintenance 4-10 session termination 5-42 5-107 SET_AGENT_STATE_
Index T tag values 6-7 TASKID field format TCP/IP Connections 3-13 2-3 TCP/IP transport services 4-1 TRANSFER_CALL_CONF message TRANSFER_CALL_REQ message TypeOfDevice values 5-128 5-126 6-32 U USER_MESSAGE_CONF message USER_MESSAGE_REQ message 5-71 5-70 CTI Server Message Reference Guide (Protocol Version 15) for Cisco Unified Contact Center Enterprise IN-6 Release 8.
