Technical References

22 Overview
22
1.1.9. 68BCTI Server Restrictions
 The Peripheral Gateway (and thus CTI clients) will not receive a
CallEstablished Event for an off-switch call. As a result of this
limitation, the feature conference operation on off-switch is not
supported. The soft-phone has no way to know that the call has been
connected off-switch, and thus the application requires manual
intervention from the agent (who will either hear a dial-tone, a ring, or
an answer, etc.) before completing the conference or transfer
operation.
 The Transfer button is not enabled after an off-switch consult.
 Consultative Transfer to a Supervisor is not supported.
 Single-Step Conference is not supported.
 One is unable to transfer to an AgentID.
 One is unable to put a conference or consultative call on hold,
therefore the button is disabled.
 There is a delay in switching from the NotReady state to the Ready
state
 There is no equivalent to the Aura Contact Center state WalkAway.
The ACD gives a NOT_READY state to Unified ICM, but the switch
will reject a request to set WalkAway to Not_Ready.
 Third-party call control and agent control requests issued through the
CTI Server interface sometimes return a Peripheral error code in the
failure indication message if the request fails. For the Avaya Aura
Contact Center, this Peripheral error code is either a Status value or a
Cause value. Generally, Status values are returned for call requests
such as MakeCall and Cause values are returned for agent control
requests such as SetAgentState.
 The Aura Contact Center PG attributes answered calls to that skill
group which corresponds to the NCCM server (formerly, SCCS) skill
set in which the agent answered the particular call. Due to limitations
in the Avaya Aura Contact Center interface, the PG needs several
seconds after the queued call is answered by an agent to attribute the
call to a particular skill group. Hence, there is a corresponding 15-20
second delay in the CTI interface before third party control is
established.
For more information on peripheral-specific CTI support, see the CTI OS
Developer's Guide for Cisco Unified ICM/Contact Center Enterprise &
Hosted.