Developer's Guide

5-3
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
Figure 5-1 Typical Unsolicited Call Event Message Flow
BEGIN_CALL_EVENT
When the CTI Server associates a call with the CTI client, it sends the client a BEGIN_CALL_EVENT
message. This message provides the call ID and the initial call context data. The combination of
ConnectionCallID, ConnectionDeviceIDType, and ConnectionDeviceID uniquely identify the call. This
message always precedes any other event messages for that call. If any subsequent changes to the call
context data occur, the CTI Server sends CALL_DATA_UPDATE_EVENT messages containing the
changed call data to the CTI client. There can be multiple calls with the same ConnectionCallID value.
Table 5-2 defines the format of the BEGIN_CALL_EVENT message.
CALL_REACHED_NETWORK_ EVENT When an outbound call is connected to another
network.
CALL_QUEUED_EVENT When a call is placed in a queue pending the
availability of a resource.
CALL_DEQUEUED_EVENT When a call is removed from a queue.
AGENT_PRE_CALL_EVENT When a call is routed to Enterprise Agent.
AGENT_PRE_CALL_ABORT_ EVENT When a call that was previously announced through
an AGENT_PRE_CALL_ EVENT message cannot
be routed as intended.
RTP_STARTED_EVENT Indicates that a Real Time Protocol (RTP) media
stream has been started.
RTP_STOPPED_EVENT Indicates that a Real Time Protocol (RTP) media
stream has been stopped.
Table 5-1 Client Events Service Messages (continued)
CTI Client
CTI Server
CALL_ESTABLISHED_EVENT
CALL_CLEARED_EVENT
AGENT_STATE_EVENT
AGENT_STATE_EVENT
AGENT_STATE_EVENT
Call Alerting
("ringing") at agent
teleset
Agent talking on call
Call completed,
agent in call wrap-up
Call wrap-up
complete, agent
available for another
call
CALL_DELIVERED_EVENT
END_CALL_EVENT
BEGIN_CALL_EVENT