Developer's Guide

5-12
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
Skill Group Number field
Following is a list of how various ACDs process the SkillGroupNumber field.
• Enterprise Agent, Alcatel, and Avaya Communication Manager (ACM) (if not in EAS mode) require
a valid SkillGroupNumber and use it
• Nortel Meridian and Spectrum ignore the SkillGroupNumber field altogether and use the ACD
default
• ACM (in EAS mode) and Aspect process the SkillGroupNumber field in the following fashion:
– Use a valid SkillGroupNumber if one is supplied
– If SkillGroupNumber is omitted or set to –1, use the ACD defaults
– Any other value for SkillGroupNumber results in a failure; in this case, use the last valid
SkillGroupNumber for the agent
CALL_ESTABLISHED_EVENT
When a call is answered at the agent’s teleset, the CTI Server may send a
CALL_ESTABLISHED_EVENT message to the CTI client. The CALL_ESTABLISHED_EVENT
message is defined in Table 5-7:
CallVariable1
(optional)
Call-related variable data. STRING 41
... ... ... ...
CallVariable10
(optional)
Call-related variable data. STRING 41
CallWrapupData
(optional)
Call-related wrapup data. STRING 40
NamedVariable
(optional)
Call-related variable data that has a variable name defined
in the Unified CCE. There may be an arbitrary number of
NamedVariable and NamedArray fields in the message,
subject to a combined total limit of 2000 bytes. See Section
3.2 for the format of this field.
NAMEDV
AR
251
NamedArray
(optional)
Call-related variable data that has an array variable name
defined in the Unified CCE. There may be an arbitrary
number of NamedVariable and NamedArray fields in the
message, subject to a combined total limit of 2000 bytes.
See section 3.2 for the format of this field.
NAMED
ARRAY
252
Maximum message size (including header): 400
Table 5-6 CALL_DELIVERED_EVENT Message Format (continued)
Table 5-7 CALL_ESTABLISHED_EVENT Message Format
Fixed Part
Field Name Value Data Type
Byte
Size
MessageHeader Standard message header. MessageType = 10. MHDR 8