Developer's Guide

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CTI Server Message Reference Guide (Protocol Version 15) for Cisco Unified Contact Center Enterprise
Release 8.5(1)
Chapter 5 Application Level Interfaces
Client Control Service
Figure 5-9 Client Control Service Message Flow
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
a specified device.
QUERY_AGENT_STATE_
CONF
SET_AGENT_STATE_
REQ
Change an ACD agent’s state. SET_AGENT_STATE_ CONF
ALTERNATE_CALL_REQ Place an active call on hold and then
retrieve a previously held call or
answer an alerting call at the same
device.
ALTERNATE_CALL_CONF
ANSWER_CALL_REQ Connect an alerting call at the device
that is alerting.
ANSWER_CALL_CONF
CLEAR_CALL_REQ Release all devices from the specified
call.
CLEAR_CALL_CONF
CLEAR_CONNECTION_
REQ
Release a specific device connection
from the designated call.
CLEAR_CONNECTION_
CONF
CONFERENCE_CALL_
REQ
Conference an existing held call with
another active call.
CONFERENCE_CALL_
CONF
CONSULTATION_CALL_
REQ
Place an active call on hold and then
make a new call.
CONSULTATION_CALL_
CONF
DEFLECT_CALL_REQ Move an alerting call from a known
device to another device.
DEFLECT_CALL_CONF
HOLD_CALL_REQ Place an existing call connection into
the held state.
HOLD_CALL_CONF
MAKE_CALL_REQ Initiate a call between two devices. MAKE_CALL_CONF
RECONNECT_CALL_
REQ
Clear an active call and retrieve an
existing held call.
RECONNECT_CALL_CONF
RETRIEVE_CALL_REQ Retrieve an existing held connection. RETRIEVE_CALL_CONF
TRANSFER_CALL_REQ Transfer a held call to another active
call at the same device.
TRANSFER_CALL_CONF
CTI Client
CTI Server
SET_AGENT_STATE_REQ
SET_AGENT_STATE_CONF