Developer's Guide

5-27
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
AGENT_STATE_EVENT
The CTI Server may send an AGENT_STATE_EVENT message to the CTI client when an agent state
change occurs (such as logging on or becoming available to handle incoming calls). The
AGENT_STATE_EVENT message is defined in Table 5-18.
Table 5-18 AGENT_STATE_EVENT Message Format
Fixed Part
Field Name Value Data Type
Byte
Size
MessageHeader Standard message header. MessageType = 30. MHDR 8
MonitorID The Monitor ID of the device or call monitor that caused
this message to be sent to the client, or zero if there is no
monitor associated with the event (All Events Service).
UINT 4
PeripheralID The PeripheralID of the ACD where the call activity
occurred.
UINT 4
SessionID The CTI client SessionID of the Client_Events session
associated with this agent, or zero if no such CTI session
is currently open.
UINT 4
PeripheralType The type of the peripheral (Table 6-7). USHORT 2
SkillGroupState One of the values from Table 6-5 representing the current
state of the associated agent with respect to the indicated
Agent Skill Group.
USHORT 2
StateDuration The number of seconds since the agent entered this state
(typically 0).
UINT 4
SkillGroupNumber The number of the agent SkillGroup affected by the state
change, as known to the peripheral. May contain the
special value NULL_SKILL_ GROUP (Table 6-3) if not
applicable or not available. Some ACDs ignore this field
and/or use the ACD default; see the list immediately
following Table 5-6.
USINT 4
SkillGroupID The SkillGroupID of the agent SkillGroup affected by the
state change. May contain the special value
NULL_SKILL_ GROUP (Table 6-3) when not applicable
or not available.
UINT 4
SkillGroupPriority The priority of the skill group, or 0 when skill group
priority is not applicable or not available.
USHORT 2
AgentState One of the values from Table 6-5 representing the current
overall state of the associated agent.
USHORT 2
EventReasonCode A peripheral-specific code indicating the reason for the
state change.
USHORT 2
MRDID Media Routing Domain ID as configured in Unified CCE
and the ARM client.
INT 4