Developer's Guide

5-145
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 EMERGENCY_CALL_EVENT message, defined in Table 5-135, notifies bridge clients that an
agent is handling the indicated call as an emergency call:
BAD_CALL_REQ
The agent or supervisor can click on a Bad Call Line button on their desktop to initiate this feature. A
record would capture the information of the trunk, gateways, and other devices used in the connection.
This information is intended to aid troubleshooting by service personnel.
When a line condition is in poor quality, an agent could send the BAD_CALL_REQ message to mark
the bad line:
Table 5-135 EMERGENCY_CALL_EVENT Message Format
Fixed Part
Field Name Value Data Type
Byte
Size
MessageHeader Standard message header. MessageType = 123. MHDR 8
PeripheralID The Unified CCE PeripheralID of the ACD where the call is
located.
UINT 4
ConnectionCallID The Call ID value assigned to the call by the peripheral or
Unified CCE.
UINT 4
ConnectionDevice
IDType
Indicates the type of the connection identifier supplied in
the ConnectionDeviceID floating field (Table 6-13).
USHORT 2
SessionID The CTI client SessionID of the CTI client making the
notification.
UINT 4
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
ClientID The ClientID of the client making the notification. STRING 64
ClientAddress The IP address of the client making the notification. STRING 16
AgentExtension The agent’s ACD teleset extension. STRING 16
AgentID The agent’s ACD login ID. STRING 12
AgentInstrument The agent’s ACD instrument number. STRING 64
Maximum message size (including header) 274
Table 5-136 BAD_CALL_REQ Message Format
Fixed Part
Field Name Value Data Type
Byte
Size
MessageHeader Standard message header. MessageType = 139. MHDR 8