Developer's Guide

A-5
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 8
• Added field AgentsICMAvailable and AgentsApplicationAvailable to
QUERY_SKILL_GROUP_STATISTICS_CONF.
• Added fields ICMAvailableTimeSession, RoutableTimeSession, ICMAvailableTimeToday, and
RoutableTimeToday to QUERY_AGENT_STATISTICS_CONF.
• Added ICMAgentID, AgentExtension, AgentID, and AgentInstrument fields to
QUERY_AGENT_STATE_REQ.
• Updates to several tables in Chapter 6, “Constants and Status Codes.”
Protocol Version 8
The following is a list of additions and changes made to the CTI Server in Protocol Version 8 (ICM
Version 4.6).
• Moved the RTP_STARTED_EVENT and RTP_STOPPED_EVENT messages to the ClientEvents
Service.
• Added AgentInstrument optional field to the following messages:
– ALTERNATE_CALL_REQ
– CLEAR_CALL_REQ
– CONFERENCE_CALL_REQ
– DEFLECT_CALL_REQ
– HOLD_CALL_REQ
– RECONNECT_CALL_REQ
– RETRIEVE_CALL_REQ
– TRANSFER_CALL_REQ
– SEND_DTMF_SIGNAL_REQ
• Added CalledPartyDisposition field to the BEGIN_CALL_EVENT,
CALL_DATA_UPDATE_EVENT, and SNAPSHOT_CALL_CONF messages.
• Added CallType and CalledPartyDisposition fields to the SET_CALL_DATA_REQ message.
• Added BlendedAgent support.
• Add CALLTYPE_PREVIEW and CALLTYPE_RESERVATION call types (see Table 6-12).
• Add CallType and/or CalledPartyDisposition fields to the SET_CALL_DATA_REQ,
BEGIN_CALL_EVENT, CALL_DATA_ UPDATE_EVENT, and SNAPSHOT_CALL_CONF
messages.
• Added CampaignID and QueryRuleID fields to the SET_CALL_DATA_REQ and
CALL_DATA_UPDATE_EVENT messages.
• Add real time and 5 minutes fields to the QUERY_SKILL_GROUP_STATISTICS_CONF message.
• Add new AutoOut, Preview, and Reservation call metrics to the
QUERY_AGENT_STATISTICS_CONF and QUERY_SKILL_GROUP_STATISTICS_CONF
messages.
• Added SessionID field to the AGENT_STATE_EVENT message.