Developer's Guide

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CTI Server Message Reference Guide (Protocol Version 15) for Cisco Unified Contact Center Enterprise
Release 8.5(1)
CONTENTS
About This Guide ix
Purpose ix
Audience ix
Organization ix
Related Documentation 1-x
Conventions x
Obtaining Documentation and Submitting a Service Request 1-xi
Documentation Feedback 1-xi
CHAPTER 1 CTI Server Overview 1-1
How CTI Server Works 1-1
Unified CCE Call Processing 1-2
Pre-Routed (“Normal”) Call 1-2
Translation Route Call 1-2
Post Route Call 1-3
Transfer Call 1-3
Conference Call 1-4
CTI Server Configurations 1-4
Simplex/Duplex Configuration 1-4
CTI Bridge Configuration 1-5
CTI Server Message Set 1-6
CHAPTER 2 CTI Client Application Guidelines 2-1
InvokeIDs 2-1
Heartbeat Messages 2-1
Generic vs. ACD-Specific Applications 2-2
Message Masks 2-2
Message Order 2-2
Definitions of Symbolic Constants 2-2
Side A/B Selection and TCP/IP Connections 2-3
Alignment of Data Elements 2-3
Incompatible Changes to Reported Call ConnectionIDs 2-3