Developer's Guide

5-52
CTI Server Message Reference Guide (Protocol Version 15) for Cisco Unified Contact Center Enterprise
Release 8.5(1)
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.
MHDR 8
InvokeID An ID for this request message that will be
returned in the corresponding confirm
message.
UINT 4
PeripheralID The PeripheralID of the ACD where the call
is located.
UINT 4
AgentConnection CallID The Call ID value assigned to the call by the
peripheral or Unified CCE. May contain the
special value 0xffffffff when selecting the
agent’s currently active call.
UINT 4
SupervisorConnection CallID The Call ID value of the supervisor. If there
is no supervisor call, this field must be set
to 0xffffffff.
UINT 4
AgentConnection DeviceIDType Indicates the type of the connection
identifier supplied in the AgentConnection
DeviceID floating field (Table 6-13).
USHORT 2
SupervisorConnection
DeviceIDType
Indicates the type of the connection
identifier supplied in the
SupervisorConnection DeviceID floating
field (Table 6-13).
USHORT 2
SupervisoryAction One of the values from Table 5-45
specifying the desired call supervision
operation.
USHORT 2
Floating Part
Field Name Value Data Type
Max.
Size
AgentConnection DeviceID The identifier of the connection of the agent
call and the agent’s device. Either
ConnectionCallID and
ConnectionDeviceID, or one of
AgentExtension, AgentID, or
AgentInstrument must be provided.
STRING 64
Supervisor Connection DeviceID The identifier of the connection of the
supervisor call and the supervisor’s device.
Either Connection CallID and Connection
DeviceID, or one of Agent Extension,
AgentID, or Agent Instrument must be
provided.
STRING 64