Developer's Guide

5-140
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
The CTI Server sends the SEND_DTMF_SIGNAL_CONF message, defined in Table 5-130, to confirm
receipt of the request.
SUPERVISOR_ASSIST_REQ
When an agent needs supervisor assistance, an agent may send a SUPERVISOR_ASSIST_REQ message
to the CTI server asking for assistance from a team supervisor. The message will be forwarded to the
PIM, who will first check the team’s primary supervisor. If the primary supervisor is not available, the
PIM will initiate a post-route request to the Unified CCE CallRouter using the team’s configured
DialedNumber to find an available supervisor in the supervisor group. Once an available supervisor is
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
Unified CCE.
UINT 4
ConnectionDevice
IDType
The type of device ID in the Connection DeviceID
floating field (Table 6-13).
USHORT 2
ToneDuration Specifies the duration in milli-seconds of DTMF digit
tones. Use 0 to take the default. May be ignored if the
peripheral is unable to alter the DTMF tone timing.
USHORT 2
PauseDuration Specifies the duration in milli-seconds of DTMF
inter-digit spacing. Use 0 to take the default. May be
ignored if the peripheral is unable to alter the DTMF tone
timing.
UINT 4
Floating Part
Field Name Value Data Type
Max.
Size
ConnectionDevice
ID
The device ID of the device associated with the
connection.
STRING 64
DTMFString The sequence of tones to be generated. STRING 32
AgentInstrument
(optional)
The agent’s ACD instrument number. STRING 64
CTIOSCILClientID Unique ID for use by CTI OS to identify CIL Client. STRING 64
Maximum message size (including header): 194
Table 5-129 SEND_DTMF_SIGNAL_REQ Message Format (continued)
Table 5-130 SEND_DTMF_SIGNAL_CONF Message Format
Field Name Value Data Type Byte Size
MessageHeader Standard message header. MessageType = 92. MHDR 8
InvokeID Set to the value of the InvokeID from the
corresponding request message.
UINT 4
Maximum message size (including header): 12