Developer's Guide

A-4
CTI Server Message Reference Guide (Protocol Version 15) for Cisco Unified Contact Center Enterprise
Release 8.5(1)
Appendix A Changes and Additions
Protocol Version 9
• Removed OldestCallInQueue from the QUERY_AGENT_STATISTICS_CONF message.
• Added AgentAvailabilityStatus to QUERY_AGENT_STATE_CONF and
AGENT_STATE_EVENT.
• Added AgentsICMAvailable, and AgentsApplicationAvailable to
QUERY_SKILL_GROUP_STATISTICS_CONF.
• Added ICMAvailableTimeSession, RoutableTimeSession, ICMAvailableTimeToday, and
RoutableTimeToday to QUERY_AGENT_STATISTICS_CONF.
• Added AGENT_UDPATED_EVENT and QUEUE_UPDATED_EVENT to the message type table.
The individual messages were covered but they were missing from the table.
• Corrected EMERGENCY_CALL_CONF table.
• Changed PauseDuration in SEND_DTMF_SIGNAL_REQ from USHORT to UINT. The type was
mistakenly changed and there is special code to cover the backward compatibility.
• Added EventDeviceType and EventDeviceID in SYSTEM_EVENT to allow specifying a
non-numeric device on the in and out of service events.
• Corrected CustomerPhoneNumber, and CustomerAccountNumber to be optional in
CALL_DATA_UPDATE_EVENT and SET_CALL_DATA_REQ
• Added NumFltSkillGroups field and floating fields for FltSkillGroupNumber, FltSkillGroupID,
FltSkilllGroupState, and FltSkillGroupPriority to allow specifying more than 1 skill group in the
event to AGENT_STATE_EVENT
• Added RA_CALL_BY_CALL and RA_NAILED_CONNECTION in AgentWorkMode table.
• Updated following messages with new fields:
– AGENT_STATE_EVENT: NextAgentState, Duration
– CALL_DEQUEUED_EVENT: DeQueueType
– OPEN_REQ: EventMsgMask
– RTP_STARTED_EVENT: SendingAddress, SendingPort
– RTP_STOPPED_EVENT:SendingAddress, SendingPort
– SET_AGENT_STATE_REQ: ForcedFlag
• Updated tables with various new values.
• Added SilentMonitorStatus to SNAPSHOT_DEVICE_CONF message.
Protocol Version 9
The following is a list of additions and changes made to the CTI Server in Protocol Version 9 (ICM
Version 5.0).
• Added Server Service. See the section “Server Service” in Chapter 5, “Application Level
Interfaces.”
• Added the CampaignID and QueryRuleID fields to the SET_CALL_DATA_REQ and
CALL_DATA_UPDATE_EVENT messages.
• During an OPEN_REQ of an ALL_EVENTS client session, additional SYSTEM_EVENTs are now
sent to the ALL_EVENTS client to indicate the status of each peripheral associated with the PG.
• Added AgentAvailabilityStatus and ICMAgentID fields to QUERY_AGENT_STATE_CONF and
AGENT_STATE_EVENT.