Developer's Guide

5-141
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
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.
The SUPERVISOR_ASSIST_REQ message, defined in Table 5-131, allows a CTI Client to notify the
client agent’s supervisor that assistance with the indicated call is required:
When a supervisor CTI client has been notified the CTI Server responds to the CTI Client with the
SUPERVISOR_ASSIST_CONF message:
Table 5-131 SUPERVISOR_ASSIST_REQ Message Format
Fixed Part
Field Name Value Data Type
Byte
Size
MessageHeader Standard message header. MessageType = 118. MHDR 8
InvokeID An ID for this request message that will be returned in the
corresponding confirm message.
UINT 4
PeripheralID The Unified CCE PeripheralID of the ACD where the call
is located.
UINT 4
ConnectionCallID The Call ID value of the call that the agent needs assistance
with. May contain the special value 0xffffffff when there is
no related call.
UINT 4
ConnectionDevice
IDType
Indicates the type of the connection identifier supplied in
the ConnectionDeviceID floating field (Table 6-13).
USHORT 2
Floating Part
Field Name Value Data Type
Max.
Size
ConnectionDevice
ID
The identifier of the connection between the call and the
agent’s device.
STRING 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. For clients with ALL EVENTS
or PERIPHERAL MONITOR service, at least one of
AgentExtension, AgentID, or AgentInstrument must be
provided.
STRING 12
AgentInstrument The agent’s ACD instrument number. For clients with ALL
EVENTS or PERIPHERAL MONITOR service, at least
one of AgentExtension, AgentID, or AgentInstrument
must be provided.
STRING 64
Maximum message size (including header) 186