Developer's Guide

5-53
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
AgentExtension The agent’s ACD teleset extension. Either
Connection CallID and ConnectionDevice
ID, or one of AgentExtension, AgentID, or
AgentInstrument must be provided.
STRING 16
AgentID The agent’s ACD login ID. Either
ConnectionCallID and
ConnectionDeviceID, or one of
AgentExtension, AgentID, or
AgentInstrument must be provided.
STRING 12
AgentInstrument The agent’s ACD instrument number.
Either Connection CallID and
ConnectionDevice ID, or one of
AgentExtension, AgentID, or
AgentInstrument must be provided.
STRING 64
Supervisor Instrument The supervisor’s ACD instrument number.
This field is required for clients with ALL
EVENTS or PERIPHERAL MONITOR
service.
STRING 64
Maximum message size (including header) 326
Table 5-45 SupervisoryAction Values
SupervisoryAction Description Value
SUPERVISOR_CLEAR The supervisor device is to be disconnected from the call. 0
SUPERVISOR_MONITOR The supervisor device is to be connected to the call for silent
monitoring. This allows the supervisor to hear all parties
participating in the call.
A field SilentMonitorWarning in the Agent_Desk_Settings
table determines if a warning message box will be prompted on
agent desktop when silent monitor starts.
A field SilentMonitorASudible Indication in the
Agent_Desk_Settings table determines if an audible click will
be played to the call at beginning of the silent monitor.
1
SUPERVISOR_WHISPER The supervisor device is to be connected to the call for training
or whisper. This allows the supervisor to talks to the agent and
the customer will not hear the call.
2
SUPERVISOR_BARGE_IN The supervisor device is to be connected to the call as an active
participant. This allows the supervisor to speak to all parties
participating in the call, as in a conference.
3
SUPERVISOR_INTERCEPT The supervisor device is to be connected to the call as an active
participant and the agent connection will be dropped.
4
Table 5-44 SUPERVISE_CALL_REQ Message Format (continued)