Developer's Guide

5-2
CTI Server Message Reference Guide (Protocol Version 15) for Cisco Unified Contact Center Enterprise
Release 8.5(1)
Chapter 5 Application Level Interfaces
Client Events Service
Call Event messages are modeled after the CSTA messaging conventions. Call Events messages, in
general, follow the CSTA naming conventions and event paradigms but use a simpler set of data types
than those defined by CSTA.
Every call is announced to the CTI client with an unsolicited BEGIN_CALL_EVENT message. This
message informs the client that it has just been associated with a new call (i.e., the CTI Server has
assigned the CTI client application a new call to process) and provides the initial call context data.
Additional call and agent state events are then sent to the client as the call is handled, depending upon
the type of ACD involved and the treatment that the call receives. Finally, an END_CALL_EVENT
message is sent to the CTI client when its association with a call is dissolved.
The content of most of the Call Event message is event specific and, in many cases, peripheral-specific.
Some ACDs may not provide all of these events.
For peripheral-specific Call Event message information, see the CTI OS Developer's Guide for Cisco
Unified Contact Center Enterprise.
The relative order of call event messages and any corresponding agent state change event messages is
not specified. An agent state event message indicating the agent is in the “talking” state, for example,
might be sent before or after the corresponding call established event message.
Table 5-1 lists the Client Events service messages.
Table 5-1 Client Events Service Messages
Message When Sent to CTI Client
BEGIN_CALL_EVENT When the CTI Server associates a call with the CTI
client.
END_CALL_EVENT When CTI Server dissolves association between a
call and the CTI Client.
CALL_DATA_UPDATE_EVENT When call context data changes.
CALL_DELIVERED_EVENT When a call arrives at the agent’s teleset or when an
inbound ACD trunk is seized and the client has the
All Events service enabled.
CALL_ESTABLISHED_EVENT When a call is answered at the agent’s teleset.
CALL_HELD_EVENT When a call is placed on hold at the agent’s teleset.
CALL_RETRIEVED_EVENT When a call previously placed on hold at the agent’s
teleset is resumed.
CALL_CLEARED_EVENT When a call is terminated.
CALL_CONNECTION_ CLEARED_EVENT When a party drops from a conference call.
CALL_ORIGINATED_EVENT Sent to CTI client upon initialization of a call from
the peripheral.
CALL_FAILED_EVENT When a call cannot be completed.
CALL_CONFERENCED_EVENT When calls are joined into a conference call.
CALL_TRANSFERRED_EVENT When a call is transferred to another destination.
CALL_DIVERTED_EVENT When a call is removed from a previous delivery
target.
CALL_SERVICE_INITIATED_ EVENT When telecommunications service is initiated at the
agent’s teleset.
AGENT_STATE_EVENT When an agent’s state changes.