CTI OS System Manager Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted Release 10.5(1)
Peripheral-Specific Support
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Peripheral-Specific Support

Peripheral-Specific Support

This chapter provides information on the Time Division Multiplexing (TDM) peripherals supported by CTI OS.

Different peripheral manufacturers provide varying levels of support for CTI specific features. You must take these differences into account when writing a CTI OS client application. As far as possible, the CTI OS Server and agent desktop simulate the hardphone behavior of the peripheral in question. The CTI OS Supervisor Desktop for UCCE is specific to UCCE and is currently not supported on the TDM switches because they do not, in general, provide the Supervisory features that UCCE provides.


Note


The peripherals mentioned in this chapter are the ones that CTI OS supports. For more information about all peripherals supported by the Cisco CTI Server, see the Cisco Unified ICM CTI Programmer's Guide. Please contact Cisco CTI Product Management if you are interested in CTI OS support for a peripheral not mentioned here.


This chapter provides the following information:

  • Peripheral-specific equivalents for some common Unified ICM terms
  • A list of Unified ICM features that some peripherals do not support
  • A table of CTI call event types that are unavailable for different peripheral types
  • A table of CTI OS client control requests that are unsupported by different peripheral types
  • Differences and limitations in the level of CTI support provided by various peripherals—including a list of CTI Server agent states and the corresponding terminology/functionality associated with the various peripherals

General Unified ICM Support

This section describes differences in how various peripherals implement Unified ICM functionality.

Peripheral-Specific Terminology

Different peripheral manufacturers use different terminology for Unified ICM terms such as agents, skill groups, and services. For example, other manufacturers might call a service an application, a split, or a gate. The following table lists several Unified ICM terms and provides peripheral-specific equivalents.

Table 1 Unified ICM and Peripheral-Specific Terminology

Unified ICM Term

Peripheral-Specific Equivalent

Agent

Agent

Peripheral target

IPCC: Device Target

Others: Trunk group and DNIS1

Service

Aspect Contact Server: Application

Avaya DEFINITY ECS: Vector Directory Number (VDN)

Avaya Aura CC (Symposium): Application

Skill group

Aspect Contact Server: Agent group

Avaya DEFINITY ECS: Skill group or hunt group2

Avaya Aura CC (Symposium): Skill Set

Others: Skill group

Trunk

Aspect Contact Server: Instrument3

Avaya Aura CC (Symposium): None

Others: Trunk

Trunk group

Avaya Aura CC (Symposium): Route

Others: Trunk group

1 The Aspect Contact Server maps a trunk group and DNIS to a Call Control Table (CCT). The DEFINITY ECS uses the trunk group and DNIS for incoming calls.
2 If an ECS is running in Expert Agent Selection (EAS) mode, a skill group maps to an ECS skill group; otherwise, it maps to a hunt group.
3 A CallCenter instrument can be a trunk, a teleset, or a workstation.

In some cases, the Unified ICM concept is very close to the corresponding ACD feature. For example, the Unified ICM concept of a service is very similar to the Aspect concept of an application. In other cases, the ACD does not have a feature that maps exactly to the Unified ICM feature. In these cases, you might choose a different mapping than shown in the table above. For example, although it might make sense to associate each VDN on a DEFINITY ECS with an Unified ICM service, you could also map each hunt group to a service.

On an Avaya DEFINITY ECS running in EAS mode, each skill group may have multiple subgroups depending on the switch configuration. Unified ICM emulates this by automatically creating additional skill groups for these peripheral types.

Unified ICM Feature Limitations

Some ACDs have limitations that prevent them from making full use of specific features of Unified ICM. The following table summarizes these limitations for those ACDs.
Table 2 Unified ICM Features Not Supported for Specific Peripherals

Peripheral Type

Restrictions

Aspect Contact Server

Only one skill group assignment per agent

Avaya DEFINITY ECS

None

UCCE

Does not support Trunks or Trunk Groups

Avaya Aura CC (Symposium)

No Peripheral Service Level reporting

No Trunk Group Real Time or Trunk Group Half Hour data elements

CTI OS Support

This section describes how different peripheral types implement and support CTI OS functionality. It includes the following information:

  • A table of call event types that are unavailable for different peripheral types
  • A table of client control requests that are unsupported by different peripheral types
  • A list of other peripheral-specific differences and limitations
  • A table of agent states

Call Events

The following table lists the call events that are not available from different peripheral types:

  • The entry "none" indicates that the event is available from all supported peripherals.
  • A single asterisk (*) indicates that the event is available from the starred peripheral, subject to the restrictions/limitations listed in the Peripheral-Specific Limitations and Differences.
  • A double asterisk (**) indicates that the event is available from Aspect when the PG is configured to use the Aspect Event Link.
Table 3 Call Events Not Available to Specific Peripherals

Unavailable Event

Peripherals

AGENT_PRE_CALL

Aspect, DEFINITY, Avaya Aura CC (Symposium), IVR

AGENT_PRE_CALL_ABORT

Aspect, DEFINITY, Avaya Aura CC (Symposium), IVR

AGENT_STATE

None

BEGIN_CALL

None

CALL_ CLEARED

Aspect*

CALL_CONFERENCED

Aspect**,IVR

CALL_CONNECTION_ CLEARED

None

CALL_DATA_UPDATE

None

CALL_DELIVERED

Aspect*

CALL_DEQUEUED

DEFINITY, Avaya Aura CC (Symposium), UCCE, IVR

CALL_DIVERTED

Aspect, UCCE, Avaya Aura CC (Symposium)

CALL_ESTABLISHED

IVR

CALL_FAILED

Aspect, Avaya Aura CC (Symposium), IVR

CALL_HELD

Aspect**, IVR

CALL_ORIGINATED

Aspect, DEFINITY*, Avaya Aura CC (Symposium)

CALL_QUEUED

UCCE, IVR

CALL_REACHED_NETWORK

Aspect, Avaya Aura CC (Symposium), IVR

CALL_RETRIEVED

Aspect**, IVR

CALL_ SERVICE_ INITIATED

Aspect**, DEFINITY*, IVR

CALL_TRANSFERRED

IVR

CALL_TRANSLATION_ ROUTE

UCCE

END_CALL

None

RTP_STARTED_EVENT

Aspect, Avaya Aura CC (Symposium), IVR

RTP_STOPPED_EVENT

Aspect, Avaya Aura CC (Symposium), IVR

SYSTEM

None

Client Control Requests

The following table lists the client control requests that are not supported by the different peripheral types.

Table 4 Client Control Requests Not Available to Specific Peripherals

Unavailable Request

Peripherals

ALTERNATE_CALL

Avaya Aura CC (Symposium)

ANSWER_CALL

IVR

CLEAR_CALL

IVR

CLEAR_CONNECTION

IVR

CONFERENCE_CALL

IVR

CONSULTATION_CALL

IVR

DEFLECT_CALL

Aspect, Avaya Aura CC (Symposium), IVR

HOLD_CALL

IVR

MAKE_CALL

IVR

MAKE_PREDICTIVE_ CALL

IVR

QUERY_AGENT_STATE

IVR

QUERY_DEVICE_INFO

IVR

RECONNECT_CALL

IVR

RETRIEVE_CALL

IVR

SEND_DTMF_SIGNAL

Aspect, Avaya Aura CC (Symposium), IVR

SET_AGENT_STATE

IVR

SNAPSHOT_CALL

IVR

SNAPSHOT_DEVICE

IVR

TRANSFER_CALL

IVR

Peripheral-Specific Limitations and Differences

This section lists CTI OS-related restrictions and implementation differences for various peripherals.


Note


  • MAKE_CALL is only supported when the agent is in the NotReady state for an UCCE peripheral.
  • MAKE_CALL is not supported for the remaining peripherals supported by CTI OS.
  • The call continues to be active even after a party is released from the conference.

Aspect Contact Server

  • AgentExtension and AgentInstrument are defined as the port number that the teleset is connected to.
  • Events marked by an asterisk (*) are available when the PG is configured to use the Aspect EventLink.
  • Call Alerting (Call Delivered, LocalConnectionState = LCS_ALERTING) is available when the EventLink is used.
  • Outbound calls on some trunk types do not always provide Call Cleared events. Interflow calls that are accepted, but handled by the originating site, also sometimes do not provide Call Cleared events.
  • Outbound calls require that the CallPlacementType be specified in an outbound request.
  • Conference calls can have a maximum of three parties.
  • In a single-step/blind transfer of a call, the initial call must come in over a trunk (be a CCT call) and the dialed number must go to a CCT.
  • In a regular call transfer, the consult call can be either a CCT call or an agent_inside call.
  • Alternate call operations require that the initial call be a CCT call. The second call (consult call) can be either a CCT call or an agent_inside call.
  • In the MAKE_PREDICTIVE_CALL_REQ message, the AnswerDetectControl1 field must contain the binary value of the Application Bridge AD_PARAM setting, and the AnswerDetectControl2 field must contain the binary value of the Application Bridge ANS_MAP setting.
  • Transfer and Conference behavior is modeled after hardphone behavior. To initiate a Transfer or a Conference, you must first use the MakeCall control (Transfer Init and Conference Init buttons are unavailable at this point) to make a second (consult) call. After you make this call, the Transfer Complete and Conference Complete buttons become available to complete the desired action.

Avaya DEFINITY ECS

  • AgentExtension and AgentInstrument are defined as the station extension.
  • DEFINITY ECS events are the same with or without EAS (Expert Agent Selection).
  • Both EAS and non-EAS versions maintain a list of preconfigured agent groups. When you log in with EAS, the agent is automatically logged in to all preconfigured Agent groups. When you log in without EAS, the agent is logged in to only those groups that you specify in the login request.
  • The Cisco Peripheral Interface Module (PIM)—the Cisco proprietary interface between a peripheral and the Peripheral Gateway (PG)—does support call events on inside calls only when the agent's station is monitored by Unified ICM (that is, appears in the Unified ICM Peripheral Monitor Table), when the call goes through a monitored VDN, or when the call is originated by a CTI MakeCallReq. Inside calls are calls originated by an agent on the switch; this includes consult calls prior to a transfer or conference. After the transfer or conference is completed, you can see call events for the merged ACD call.
  • Auto Answer agents must have the phone off the hook or you canno log in to the agent. Manual Answer agents must leave the phone on the hook.
  • Applications must wait a time interval of three times the refresh rate (defined in the Avaya Call Management System) between login or logout attempts. Failure to do so may cause the PIM to miss the login event and result in a failed call request.
  • CTI OS clients that access a DEFINITY ECS switch are returned an ASAI cause value if a third-party action fails. If you have a copy of the DEFINITY Technical Reference Manual, you can determine the actual cause of the failure by performing the following steps:
    • Refer to the following table of "DEFINITY Cause Values" to obtain the DEFINITY ECS value that corresponds to the returned ASAI cause value.
    • Refer to the table "Third-party request/section in DEFINITY manual" below to find the chapter of the DEFINITY Technical Reference Manual that discusses the third-party action that you attempted.
    • Refer to the chapter specified in the table "Third-party request/section in DEFINITY manual" below for an explanation of the DEFINITY ECS cause value.
Table 5 DEFINITY Cause Values

ASAI Value

DEFINITY ECS Value

Cause Value

Description

-MAX_LONG

none

*C_NUSE_LONG

No value was returned by the ECS.

0

CS0/28

*C_INVLDNUM

Invalid origination or destination address.

1

CS0/111

*C_PROTERR

Capability sequence was violated or underlying protocol error was detected; an unrecognized value was returned by the ECS.

2

CS3/40

*C_RESUNAVL

Resources to fulfill service are not available.

3

CS0/50

*C_FACUNSUB

Capability is implemented but not subscribed to by requester.

4

CS3/79

*C_SER_UNIMP

Incompatible options selected.

5

CS0/96

*C_MAND_INFO

One of the required parameters is missing.

6

CS0/100

*C_INVLDIE

Value specified in parameter is not allowed or defined.

7

CS3/63

*C_SERV_UNAVIL

Domain or call is being monitored by another adjunct.

8

CS3/86

*C_CALLID_TERM

Call is no longer in active state.

9

CS0/98

*C_INCOM_ST

Message not compatible with call state.

10

CS0/81

*C_INVALID_CRV

Invalid call identifier (sao_id also known as cluster_id) used or call does not exist.

11

CS3/80

*C_INCOM_OPT

Incompatible options used to establish the call.

12

CS0/102

*C_REC_TIMER

Timer expired.

13

CS3/15

*C_NOLOGIN

Agent not logged in to split.

14

CS3/11

*C_NOSPLIT_MEM

Agent not member of specified split or split number specified incorrectly.

15

CS0/17

*C_USER_BUSY

Domain or call is being monitored by another adjunct.

16

CS0/18

*C_NOUSE_RESP

Originating address does not respond to service.

17

CS3/43

*C_PERM_DENIED

Permission checks for service have failed.

18

CS3/87

*C_CLUST_TERM

Association terminated because service is not active.

19

CS3/27

*C_OUT_OF_SERV

Domain was removed by administration.

20

CS3/12

*C_INCS_AGT_ST

Agent not in compatible state.

21

CS3/13

*C_MAXLOGIN

Agent logged in to maximum number of splits.

22

CS3/14

*C_INC_PASWD

Invalid login password.

23

CS3/16

*C_AGT_STATE

Request to put agent in the state that the agent is already in.

24

CS3/41

*C_BAD_ADMIN

ACD not provisioned or optioned.

25

CS0/16

*C_NORMAL

Normal termination; call routed successfully.

26

CS0/42

*C_NETCONJ

Association terminated because of network congestion.

27

CS0/99

*C_BAD_IE

Unknown information element detected.

28

CS3/22

*C_QUEFULL

Queue is full.

29

CS3/42

C_REORDER_ DENIAL

Reorder/Denial.

30

CS3/46

C_ADMIN_ PROGRESS

Administration is in progress; request cannot be serviced.

31

CS3/53

C_FEATURE_ REJECTED

The ECS has rejected a request from the adjunct.

32

CS0/1

C_UNASSIGNED_ NUM

Unassigned number.

33

CS0/21

C_CALL_ REJECTED

Call rejected.

34

CS0/22

C_NUM_ CHANGED

Number changed.

35

CS0/31

C_NORMAL_ UNSPECIF

Normal, unspecified.

36

CS0/34

C_NO_CIRCUIT

No circuit or channel available.

37

CS0/41

C_TEMP_FAILURE

Temporary Failure.

38

CS0/58

C_BEARER_CAP_ UNAVAIL

Bearer capability not presently available.

39

CS0/88

C_INCOMPAT_ DESTINATION

Incompatible destination.

40

CS0/95

C_INVALID_ MESSAGE

Invalid message, unspecified (backward compatibility).

41

CS0/97

C_NON_EXIST_ MESSAGE

Message nonexistent/ not implemented.

42

CS0/127

C_UNSPECIFIED

Unspecified.

43

CS3/19

C_NO_ANSWER

No answer.

44

CS3/20

C_NO_TRUNKS

Trunks not available.

45

CS3/21

C_NO_ CLASSIFIERS

Classifiers not available.

46

CS3/30

C_REDIRECT

Redirected.

47

CS3/38

C_NETWORK_ OUT_OF_ORDER

Network out of order.

48

Undefined

*C_CAUSE_ UNKNOWN

Undefined value returned from the ECS.

49

CS0/52

*C_OUT_CALL_ BARRED

Outgoing call was barred.

50

CS3/23

C_REMAINS_IN_Q

Call remains in queue.

51

CS0/65

C_BEARER_SVC_ NOT_IMPL

Bearer service not implemented.

52

CS3/17

C_TIMED_ ANSWER

Assumed answer based on internal timer.

53

CS3/18

C_VOICE_ ENERGY_ANSWER

Voice energy detected by the ECS.

54

CS0/82

C_NO_TONE_ CHANNEL

Channel or tone do not exist (no tone connected to the specified call).

55

CS3/24

C_ANSWERING_ MACHINE

Answering machine detected.

56

CS0/29

C_FACILITY_ REJECTED

Facility rejected.

57

CS3/25

C_FORWARD_ BUSY

Redirection cause.

58

CS3/26

C_COVER_BUSY

Redirection cause.

59

CS3/28

C_COV_DONT_ ANS

Redirection cause.

60

CS3/31

C_FORWARD_ALL

Redirection cause.

61

CS3/8

C_LISTEN_ONLY

Single-Step Conference listen only.

62

CS3/9

C_LISTEN_TALK

Single-Step Conference listen-talk.

For example, an ASAI value of 15 corresponds to the DEFINITY ECS value of CSO/17 (C_USER_BUSY).

Table 6 Third-Party Request/Section in DEFINITY Manual

Third-party Action or Request

Chapter in Manual

Third-party actions via Call Control: Auto Dial (3PAD), Clear (3PCC), Deflect (Redirect) (3PREDIR), Drop (Selective Drop) (3PSD), Listen-Disconnect, Listen-Reconnect, Selective Hold (3PSH), Make Call (3PMC) (or Predictive Call), Relinquish Control (3PRC), Reconnect (Retrieve) (3PR), Send DTMF (3PSDS), Take Control (3PTC)

Chapter 4: ASAI and Call Control

Third-Party actions via Domain Control: Auto Dial (3PAD), Domain Control (3PDC), Answer (3PANS), Merge (Transfer/Conference) (3PM)

Chapter 5: ASAI and Domain Control

Call Routing (RT_REQ, RT_SEL, RT_END)

Chapter 7: ASAI and Call Routing

Agent State change: Login, Logout, Change Workmode: NotReady (AUX), Ready (AVAIL), WorkReady (ACW), and so forth.) Activating/Canceling Call Forwarding Activating/Canceling Send All Calls

Chapter 8: ASAI and Request Feature Capabilities

Value Queries

Chapter 9: ASAI and Value Query Capabilities

Set Value: Message Waiting Indicator (MWI) Set Billing Type

Chapter 10: ASAI and Set Value Capabilities

For example, third-party login requests are discussed in Chapter 8, "ASAI and Request Feature Capabilities."

UCCE

  • MAKE_CALL is only supported when the agent is in the NotReady state. An agent cannot make new calls when in wrapup mode.
  • Consult and blind transfers are supported. However, placing a call on hold, making a new call, and then completing the transfer is not supported.
  • The consult call must be in the Talking state before the Transfer/Conference can be completed. Therefore, if an Alternate is done in the middle of a Transfer/Conference, the operation can only be completed after a second Alternate is done to restore status quo.
  • Completing a conference or a transfer to a consulted agent on hold is not supported.
  • Transferring conferences to an unobserved party is not supported.
  • Overlapping transfer and conference consult operations on the same parties are not supported. For example, Agent A calls Agent B. During the conversation, Agent A must conference consult Agent C. Agent B feels that Agent D has more information, so Agent B then transfer consults to Agent D. To end the call, Agent A completes the conference and Agent B completes the transfer. This would fail.
  • Only the conference initiator can add parties to the conference.
  • Calls do not get queued at the Unified CM but instead at some queue point. Because of this, skill group queue statistics are not available via the QUERY_SKILL_GROUP_STATISTICS_REQ. Service controlled IVRs can be monitored via CTI to get queued and dequeued events, as well as established events.
  • RTP_STARTED_EVENT and RTP_STOPPED_EVENT are particular to UCCE to support recording vendors.
  • AGENT_PRECALL_EVENT and AGENT_PRECALL_ABORT_EVENT are particular to UCCE. They provide call context data before the routed call arrives.
  • A CALL_CONNECTION_CLEARED_EVENT may be received with a cause of CEC_REDIRECTED for the following cases:
    • Agent calls a CTI Route Point and call is directed to another resource
    • Agent calls an IVR and the IVR redirects the call
    • Agent calls a number with a forwarding option turned on
  • You can only monitor devices that have agents logged in via CTI OS. The Unified ICM Peripheral Monitor Table is not supported for the UCCE PG.
  • For more information about the Unified CM Multiline feature, see Cisco Unified Communication Manager System Guide.
  • The Unified CM Shared line feature (agents share the same extension) is not supported.
  • Agent Desk Settings control some agent behaviors. These are configured in Unified ICM and downloaded by the agent desktop upon startup. WrapupInMode is the wrapup mode variable for incoming calls and WrapupOutMode is the wrapup mode variable for outgoing calls. The valid values for these parameters are:
    • REQUIRED For either incoming or outgoing calls, the agent has no option but to go to the Wrapup state when a call ends. While the agent is on the call, all agent state buttons are disabled. While the agent is in the wrapup state, the Ready and NotReady buttons must be enabled. Clicking either the Ready or NotReady buttons must dismiss the Wrapup dialog box and put the agent in the state that was chosen. However, if the wrapup timer was enabled in the PG configuration and timeout occurs before an agent state is chosen, the agent state automatically changes as follows:
      • If the timeout occurred at the end of an incoming call, the agent state changes to Ready.
      • If the timeout occurred at the end of an outgoing call, the agent state changes to NotReady.
    • REQUIRED_WITH_DATA The same as REQUIRED, but the agent must input some data into the Wrapup dialog box before exiting the dialog box and going to a Ready or NotReady state. This applies only to WrapupInMode.
    • OPTIONAL For either incoming or outgoing calls, the agent can only enter any after call state—Wrapup, Ready or NotReady—by clicking the appropriate button.
    • NOT_ALLOWED For either incoming or outgoing calls, the agent is only able to enter the Ready or NotReady states. The wrapup button is disabled.

Points of note for API users:

  • If the wrapup mode is REQUIRED_WITH_DATA, SetAgentState for returning to ready or not ready fails with an error code of CF_WRAPUP_DATA_REQUIRED (280) if there is no wrapup data entered into a call.
  • If Logout Reason or NotReady Reasons are required, an error of CF_REASON_CODE_REQUIRED (281) is received if the reasons are not assigned in set agent state request. You must also create Logout Reason and NotReady Reason dialog boxes in the Reason Code if you require these properties.

For more information about reason code and wrapup modes, see Administration Guide for Cisco Unified Contact Center Enterprise and Hosted.

  • The PG also uses the Supervisor Interface periodically to interrogate the switch to examine agent configuration change. The period interval is controlled by the Windows Registry entry "MonitorGroupTimerQuery". If there is an agent skill group assignment change, the PG knows only when it next interrogates the switch.

UCCE Error Codes

The following table provides a brief description of the error message and what they indicate.

Table 7 Error Code Indicator

Error

Indicates

PERERR_TELDRIVE

The telephony driver layer generated the error.

PERERR_JTCLIENT

The JTAPI client generated the error.

PERERR_JTAPPLAY

The JTAPI application layer generated the error.

PERERR_GW_E

The JTAPI gateway generated the error.

PERERR_CM

Cisco Unified Communications Manager generated the error.

The following table lists error codes and their descriptions.


Note


Some of these values appear over two lines due to space limitations.


Table 8 Error Code Description

Return Value/ Code

Error Message

Description

-1 PERERR_UNKNOWN Unknown Peripheral Error. The Peripheral error specified does not exist.
10001 PERERR_TELDRIVE_ LOCKTPSERVICES A logic error occurred prior to Locking TP Services. The TP Services cannot be locked by the thread because they are already locked. This is a serious logic condition and should be reported/resolved.
10002 PERERR_TELDRIVE_ LOCKINSTANCE A logic error occurred prior to Locking the Client Instance. The Client Instance cannot be locked by the thread because it is already locked. This is a serious logic condition and should be reported/resolved.
10003 PERERR_TELDRIVE_ LOCKTELDRIVELAYER A logic error occurred prior to Locking the Telephony Driver Layer. The Telephony Driver Layer cannot be locked by the thread because it is already locked. This is a serious logic condition and should be reported/resolved.
10004 PERERR_TELDRIVE_ NOINSTRUMENTFOR EXTENSION The extension number specified is not associated with any known instrument. An instrument with the number specified cannot be found for any instrument. Perhaps an invalid extension was specified.
10101 PERERR_TELDRIVE_ AGENTALREADYLOGGEDOUT The agent is already LOGGED out. An attempt was made to log out an agent that is already logged out. This attempt failed.
10102 PERERR_TELDRIVE_ AGENTALREADYSIGNEDON The agent is already LOGGED ON. An attempt was made to log in an agent that is already logged in. This attempt failed.
10103 PERERR_TELDRIVE_ AGENTAVAILORWORK The requested function cannot be performed since the agent is AVAILABLE or in a CALL WORK State. This can occur when an agent tries to make a call from an AVAILABLE, or WORK state.
10104 PERERR_TELDRIVE_ AGENTCANTGOUNVAILABLE The Agent cannot go UNAVAILABLE due to possible calls. When this error occurs, the ROUTER did not approve the agent going unavailable. Typically retrying this makes it succeed.
10105 PERERR_TELDRIVE_ AGENTNOTINATEAM Agent is not a TEAM member– cannot make supervisor call. The agent is trying to make a supervisor assist call but is not a member of a team.
10106 PERERR_TELDRIVE_ AGENTRESERVED Agent is RESERVED – cannot make call. This error occurs when the agent is trying to make a call or consult call but is currently RESERVED for an incoming call.
10107 PERERR_TELDRIVE_ AGENTTEAMNOTFOUND Internal Logic Error – Agent Team not found. The agent team specified in the agent object cannot be found. This indicates an internal error that should be reported and resolved.
10108 PERERR_TELDRIVE_ BADSTATETRANSITION The state transition is invalid from the current state. The routine ValidateAgentPrevalentStateTransition determined that the desired transition was illegal from the current state.
10109 PERERR_TELDRIVE_ CALLTYPENOTVALIDFOR DIALPLAN The agent is attempting to make a call that is not valid for their defined call plan. The call type that the call was classified into is not allowed for the dialed Number Plan used.
10111 PERERR_TELDRIVE_ CANTGOREADYFROM CURRENTSTATE Cannot transition to READY from current state. Based upon transition rules, the agent cannot go READY. Examples: You cannot go READY from TALKING.
10112 PERERR_TELDRIVE_ CANTLOGOUTFROM CURRENTSTATE The agent cannot log out from the current state. The agent must be NOT READY in order to log out.
13042 PERERR_GW_E_ THREADCLEARCALL_ DROP_EXCEPTION JTAPI Gateway – Error on CLEAR CALL operation – Exception. The routine run in object ThreadClearCall got an exception (not of type CiscoJTapiException) on a call to "drop".
13044 PERERR_GW_E_ THREADCLEARCONNECTION_ UNKNOWN_CONNECTION JTAPI Gateway – Error on CLEARCONNECTION operation – Unknown connection ID.
13045 PERERR_GW_E_ THREADCONFERENCECALL_ ACTIVE_CONN_NOT_TALKING JTAPI Gateway – Error on CONFERENCE operation – ACTIVE connection not in proper state. The connection specified in the active connection is not in the TALKING state.
13046 PERERR_GW_E_ THREADCONFERENCECALL_ BAD_ACTIVE_CONNECTION JTAPI Gateway – Error on CONFERENCE operation – ACTIVE connection not found.
13047 PERERR_GW_E_THREAD CONFERENCECALL_ BAD_HELD_CONNECTION JTAPI Gateway – Error on CONFERENCE operation – HELD connection not found.
13048 PERERR_GW_E_THREAD CONFERENCECALL_ CREATECALL_NULL_CALL JTAPI Gateway – Error on CONFERENCE operation. The routine run in object ThreadConferenceCall got a null call returned from "createcall".
13049 PERERR_GW_E_THREAD CONFERENCECALL_ EXCEPTION_ADDPARTY JTAPI Gateway – Error on CONFERENCE operation. The routine run in object ThreadConferenceCall got an exception (not of type CiscoJTapiException) on a call to "addparty".
13050 PERERR_GW_E_THREAD CONFERENCECALL_ EXCEPTION_ CONFERENCE_NEW JTAPI Gateway – Error on CONFERENCE operation. The routine run in object ThreadConferenceCall got an exception (not of type CiscoJTapiException) on a call to "conference" for the NEW call.
13051 PERERR_GW_E_ THREADCONFERENCECALL_ EXCEPTION_CONFERENCE_HELD JTAPI Gateway – Error on CONFERENCE operation. The routine run in object ThreadConferenceCall got an exception (not of type CiscoJTapiException) on a call to "conference" for the HELD call.
13052 PERERR_GW_E_ THREADCONFERENCECALL_ EXCEPTION_CONSULT JTAPI Gateway – Error on CONFERENCE operation. The routine run in object ThreadConferenceCall got an exception (not of type CiscoJTapiException) on a call to "consult".
13053 PERERR_GW_E_ THREADCONFERENCECALL_ EXCEPTION_CREATECALL JTAPI Gateway – Error on CONFERENCE operation. The routine run in object ThreadConferenceCall got an exception (not of type CiscoJTapiException) on a call to "consult".
13054 PERERR_GW_E_ THREADCONFERENCE CALL_EXCEPTION_ SETCONFERENCEENABLE JTAPI Gateway – Error on CONFERENCE operation. The routine run in object ThreadConferenceCall got an exception (not of type CiscoJTapiException) on a call to "setconferenceenable".
13055 PERERR_GW_E_ THREADCONFERENCE CALL_EXCEPTION_ SETTRANSFERCONTROLLER JTAPI Gateway – Error on CONFERENCE operation. The routine run in object ThreadConferenceCall got an exception (not of type CiscoJTapiException) on a call to "settransfercontroller".
13056 PERERR_GW_E_THREAD CONFERENCECALL_ HELD_CONN_NOT_HELD JTAPI Gateway – Error on CONFERENCE operation – HELD connection not HELD The connection passed for the held connection is not in the HELD state.
13057 PERERR_GW_E_THREAD CONFERENCECALL_ NULL_DIALED_NUMBER JTAPI Gateway – Error on CONFERENCE operation – Invalid Dialed Number. A NULL dialed number was specified for the consultation number.
13058 PERERR_GW_E_THREAD CONSULTATIONCALL_ CREATECALL_NULL_CALL JTAPI Gateway – Operation error on CONSULT operation. The routine run in object ThreadConsultationCall got a null call returned from "createCall".
13059 PERERR_GW_E_THREAD CONSULTATIONCALL_ EXCEPTION_CONSULT JTAPI Gateway – Error on CONSULT operation. The routine run in object ThreadConsultationCall got an exception on a call to "settransfercontroller".
13060 PERERR_GW_E_THREAD CONSULTATIONCALL_ EXCEPTION_CREATECALL JTAPI Gateway – Error on CONSULT operation. The routine run in object ThreadConsultationCall got an exception on a call to "createCall".
13061 PERERR_GW_E_THREAD CONSULTATIONCALL_ EXCEPTION_SET CONFERENCEENABLE JTAPI Gateway – Error on CONSULT operation. The routine run in object ThreadConsultationCall got an exception on a call to "setConferenceEnable".
13062 PERERR_GW_E_THREAD CONSULTATIONCALL_ INVALID_CONSULT_TYPE JTAPI Gateway – Error on CONSULT operation – Invalid Consult type. The type specified is not TRANSFER or CONFERENCE.
13063 PERERR_GW_E_THREAD CONSULTATIONCALL_ NO_ACTIVE_CONNECTION JTAPI Gateway – Error on CONSULT operation – No Active Connection. The ACTIVE connection specified in the request does not exist.
13064 PERERR_GW_E_THREAD ESCAPESERVICE_ CREATECALL_NULL_CALL1 JTAPI Gateway – Error on SUPERVISOR (escape) operation. Got a NULL call returned from "createCall" (method "CreateNewCall" in class ThreadEscapeService).
13065 PERERR_GW_E_THREAD ESCAPESERVICE_ CREATECALL_NULL_CALL2 JTAPI Gateway – Error on SUPERVISOR (escape) operation. Got a NULL call returned from "createCall" (method "CreateConsultCall" in class ThreadEscapeService).
13066 PERERR_GW_E_THREAD ESCAPESERVICE_ CREATECALL_NULL_CALL3 JTAPI Gateway – Error on SUPERVISOR (escape) operation. Got a NULL call returned from "createCall" (method "CreateBlindConferenceCall" in class ThreadEscapeService).
13067 PERERR_GW_E_THREAD ESCAPESERVICE_ EXCEPTION_CONFERENCE JTAPI Gateway – Error on SUPERVISOR (escape) operation. Got an exception on a call to "conference" (method "CreateBlindConferenceCall" in class ThreadEscapeService).
13068 PERERR_GW_E_THREAD ESCAPESERVICE_ EXCEPTION_CONNECT JTAPI Gateway – Error on SUPERVISOR (escape) operation. Got an exception on a call to "connect" (method "CreateNewCall" in class ThreadEscapeService).
13069 PERERR_GW_E_THREAD ESCAPESERVICE_ EXCEPTION_CONSULT1 JTAPI Gateway – Error on SUPERVISOR (escape) operation. Got an exception on a call to "consult" (method "CreateConsultCall" in class ThreadEscapeService).
13070 PERERR_GW_E_THREAD ESCAPESERVICE_ EXCEPTION_CONSULT2 JTAPI Gateway – Error on SUPERVISOR (escape) operation. Got an exception on a call to "consult" (method "CreateBlindConferenceCall" in class ThreadEscapeService).
13071 PERERR_GW_E_THREAD ESCAPESERVICE_ EXCEPTION_CREATECALL1 JTAPI Gateway – Error on SUPERVISOR (escape) operation. Got an exception on a call to "createCall" (method "CreateNewCall" in class ThreadEscapeService).
13072 PERERR_GW_E_THREAD ESCAPESERVICE_ EXCEPTION_CREATECALL2 JTAPI Gateway – Error on SUPERVISOR (escape) operation. Got an exception on a call to "createCall" (method "CreateConsultCall" in class ThreadEscapeService).
13073 PERERR_GW_E_THREAD ESCAPESERVICE_ EXCEPTION_CREATECALL3 JTAPI Gateway – Error on SUPERVISOR (escape) operation. Got an exception on a call to "createCall" (method "CreateBlindConferenceCall" in class ThreadEscapeService).
13074 PERERR_GW_E_THREAD ESCAPESERVICE_ EXCEPTION_GETADDRESS JTAPI Gateway – Error on SUPERVISOR (escape) operation. Got an exception on a call to "getAddress" (method "CreateNewCall" in class ThreadEscapeService).
13075 PERERR_GW_E_THREAD ESCAPESERVICE_ EXCEPTION_GETTERMINALS JTAPI Gateway – Error on SUPERVISOR (escape) operation. Got an exception on a call to "getTerminals" (method "CreateNewCall" in class ThreadEscapeService).
13076 PERERR_GW_E_THREAD ESCAPESERVICE_ EXCEPTION_SETCONFERENCEENABLE1 JTAPI Gateway – Error on SUPERVISOR (escape) operation Got an exception on a call to "setConferenceEnable" (method "CreateConsultCall" in class ThreadEscapeService).
13077 PERERR_GW_E_THREAD ESCAPESERVICE_ EXCEPTION_SETCONFERENCEENABLE2 JTAPI Gateway – Error on SUPERVISOR (escape) operation Got an exception on a call to "setConferenceEnable" (method "CreateBlindConference" in class ThreadEscapeService).
13078 PERERR_GW_E_THREAD ESCAPESERVICE_ INVALID_EMERGENCY_ ALERT_TYPE JTAPI Gateway – Error on SUPERVISOR (escape) operation – Invalid Alert Type. The Alert type specified was not CONSULT or BLIND_CONFERENCE.
13079 PERERR_GW_E_THREAD ESCAPESERVICE_ INVALID_SUPERVISOR_ ASSIST_TYPE JTAPI Gateway – Error on SUPERVISOR (escape) operation – Invalid Alert Type. The Alert type specified was not CONSULT or BLIND_CONFERENCE.
13080 PERERR_GW_E_THREAD ESCAPESERVICE_ NO_TERMINAL_LIST JTAPI Gateway – Error on SUPERVISOR (escape) operation. Got a NULL terminal list from "getTerminals" (method "CreateNewCall" in class ThreadEscapeService).
13081 PERERR_GW_E_THREAD HOLDCALL_ CALL_NOT_CONTROLLED JTAPI Gateway – Error on HOLD operation – Uncontrolled Call. The call specified is not a controlled call.
13082 PERERR_GW_E_THREAD HOLDCALL_ EXCEPTION_HOLD JTAPI Gateway – Error on HOLD operation – Exception. Got an exception on a call to "hold" (method "run" in class ThreadHoldCall).
13083 PERERR_GW_E_THREAD MAKECALL_ CREATECALL_NULL_CALL JTAPI Gateway – Error on MAKE CALL operation – Can't create call. Got a NULL call returned from "createCall" (method "run" in class ThreadMakeCall).
13084 PERERR_GW_E_THREAD MAKECALL_ CREATE_CALL_FAILURE JTAPI Gateway – Error on MAKE CALL operation – Can't create call. Got an exception on a call to "createCall" (method "run" in class ThreadMakeCall).
13085 PERERR_GW_E_THREAD MAKECALL_ GENERIC_CM_ERROR JTAPI Gateway – Error on MAKE CALL operation – Exception. Got an exception on a call to "connect" (method "run" in class ThreadMakeCall).
13086 PERERR_GW_E_THREAD MAKECALL_ NULL_TERMINAL_LIST JTAPI Gateway – Error on MAKE CALL operation. Got a NULL terminal list returned from "getTerminals" (method "run" in class ThreadMakeCall).
13087 PERERR_GW_E_THREAD MAKECALL_ PROVIDER_GETADDRESS JTAPI Gateway – Error on MAKE CALL operation. Got an exception on a call to "getAddress" (method "run" in class ThreadMakeCall).
13088 PERERR_GW_E_THREAD MAKECALL_ PROVIDER_GETTERMINAL JTAPI Gateway – Error on MAKE CALL operation. Got an exception on a call to "getTerminals" (method "run" in class ThreadMakeCall).
13089 PERERR_GW_E_THREAD REDIRECTCALL_ EXCEPTION_REDIRECT JTAPI Gateway – Error on REDIRECT operation – Exception. Got an exception on a call to "redirect" (method "run" in class ThreadRedirectCall).
13090 PERERR_GW_E_THREAD RETRIEVECALL_ CALL_NOT_CONTROLLED JTAPI Gateway – Error on RETRIEVE operation – Uncontrolled Call. The call specified is not a controlled call.
13091 PERERR_GW_E_THREAD RETRIEVECALL_ EXCEPTION_UNHOLD JTAPI Gateway – Error on RETRIEVE operation – Exception. Got an exception on a call to "unhold" (method "run" in class ThreadRetrieveCall).
13092 PERERR_GW_E_THREAD SENDDTMF_EXCEPTION_ GENERATEDTMF JTAPI Gateway – Error on SEND DTMF operation – Exception. Got an exception on a call to "generateDTMF" (method "run" in class ThreadSendDTMF).
13093 PERERR_GW_E_THREAD SENDDTMF_ INVALID_CONNECTION JTAPI Gateway – Error on SEND DTMF operation – Invalid Connection ID. The method "run" in class ThreadSendDTMF got a null connection from a call to "findTerminalConnection".
13094 PERERR_GW_E_THREAD SENDDTMF_ NOT_MEDIATERMINAL CONNECTION JTAPI Gateway – Error on SEND DTMF operation – No Media.
13095 PERERR_GW_E_THREAD SUPERVISECALL_ACTIVE_ CONN_NOT_TALKING JTAPI Gateway – Error on SUPERVISE operation – ACTIVE connection not in proper state. The connection specified in the active connection is not in the TALKING state.
13096 PERERR_GW_E_THREAD SUPERVISECALL_ ALREADY_BARGED_IN JTAPI Gateway – Error on SUPERVISE operation – Cannot Barge in, already barged into. The call specified on the barge in request has already been barged into.
13097 PERERR_GW_E_THREAD SUPERVISECALL_ CREATECALL_NULL_CALL JTAPI Gateway – Error on SUPERVISE operation – Can't create call. The routine run in object ThreadSuperviseCall got a null call returned from "createcall".
13098 PERERR_GW_E_THREAD SUPERVISECALL_ EXCEPTION_ANSWER1 JTAPI Gateway – Error on SUPERVISE operation – Exception. Got an exception on a call to "answer" (method "DirectSupervisorBargeIn" in class ThreadSuperviseCall).
13099 PERERR_GW_E_THREAD SUPERVISECALL_ EXCEPTION_ANSWER2 JTAPI Gateway – Error on SUPERVISE operation – Exception. Got an exception on a call to "answer" (method "BargeInBlindConferenceCall" in class ThreadSuperviseCall).
13100 PERERR_GW_E_THREAD SUPERVISECALL_ EXCEPTION_CONFERENCE1 JTAPI Gateway – Error on SUPERVISE operation – Exception. Got an exception on a call to "conference" (method "SupervisorBargeInCall" in class ThreadSuperviseCall).
13101 PERERR_GW_E_THREAD SUPERVISECALL_ EXCEPTION_CONFERENCE2 JTAPI Gateway – Error on SUPERVISE operation – Exception. Got an exception on a call to "conference" (method "DirectSupervisorBargeIn" in class ThreadSuperviseCall).
13102 PERERR_GW_E_THREAD SUPERVISECALL_ EXCEPTION_CONSULT JTAPI Gateway – Error on SUPERVISE operation – Exception. Got an exception on a call to "conference" (method "DirectSupervisorBargeIn" in class ThreadSuperviseCall).
13103 PERERR_GW_E_THREAD SUPERVISECALL_ EXCEPTION_CREATECALL JTAPI Gateway – Error on SUPERVISE operation – Exception. Got an exception on a call to "createCall" (method "DirectSupervisorBargeIn" in class ThreadSuperviseCall).
13104 PERERR_GW_E_THREAD SUPERVISECALL_ EXCEPTION_DISCONNECT1 JTAPI Gateway – Error on SUPERVISE operation – Exception. Got an exception on a call to "disconnect" (method "DropSupervisorCall" in class ThreadSuperviseCall).
13105 PERERR_GW_E_THREAD SUPERVISECALL_ EXCEPTION_DISCONNECT2 JTAPI Gateway – Error on SUPERVISE operation – Exception. Got an exception on a call to "disconnect" (method "InterceptCall" in class ThreadSuperviseCall).
13106 PERERR_GW_E_THREAD SUPERVISECALL_ EXCEPTION_SET CONFERENCEENABLE JTAPI Gateway – Error on SUPERVISE operation – Exception. Got an exception on a call to "disconnect" (method "DirectSupervisorBargeIn" in class ThreadSuperviseCall).
13107 PERERR_GW_E_THREAD SUPERVISECALL_ HELD_CONN_NOT_HELD1 JTAPI Gateway – Error on SUPERVISE operation – HELD connection is not HELD. The connection specified for the HELD call is not in the held state (method "BargInCall" class ThreadSuperviseCall).
13108 PERERR_GW_E_THREAD SUPERVISECALL_ HELD_CONN_NOT_HELD2 JTAPI Gateway – Error on SUPERVISE operation – HELD connection is not HELD. The connection specified for the HELD call is not in the held state (method "DirectSupervisorBargeIn" class ThreadSuperviseCall).
13109 PERERR_GW_E_THREAD SUPERVISECALL_ INVALID_ACTION JTAPI Gateway – Error on SUPERVISE operation – Invalid action. The action specified was not CLEAR, BARGE_IN or INTERCEPT.
13110 PERERR_GW_E_THREAD SUPERVISECALL_ INVALID_ACTIVE_ CONNECTION JTAPI Gateway – Error on SUPERVISE operation – No ACTIVE connection. The connection specified in the active connection does not exist.
13111 PERERR_GW_E_THREAD SUPERVISECALL_ INVALID_AGENT_CALLID1 JTAPI Gateway – Error on SUPERVISE operation – Bad Call ID. The call ID in the agent object is invalid (method "BargeInCall" class ThreadSuperviseCall).
13112 PERERR_GW_E_THREAD SUPERVISECALL_ INVALID_AGENT_CALLID2 JTAPI Gateway – Error on SUPERVISE operation – Bad Call ID. The call ID in the agent object is invalid (method "DirectSupervisorBargeIn" class ThreadSuperviseCall).
13113 PERERR_GW_E_THREAD SUPERVISECALL_ INVALID_AGENT_ CONNECTION1 JTAPI Gateway – Error on SUPERVISE operation – Bad Connection ID. The connection ID in the agent object is invalid (method "BargeInCall" class ThreadSuperviseCall).
13114 PERERR_GW_E_THREAD SUPERVISECALL_ INVALID_AGENT_ CONNECTION2 JTAPI Gateway – Error on SUPERVISE operation – Bad Connection ID. The connection ID in the agent object is invalid (method "InterceptCall" class ThreadSuperviseCall).
13115 PERERR_GW_E_THREAD SUPERVISECALL_ INVALID_HELD_ CONNECTION JTAPI Gateway – Error on SUPERVISE operation – Invalid HELD connection. The connection ID in the agent object is invalid (method "BargeInCall" class ThreadSuperviseCall).
13116 PERERR_GW_E_THREAD SUPERVISECALL_ INVALID_SUPERVISOR_ CONNECTION1 JTAPI Gateway – Error on SUPERVISE operation – Invalid Supervisor connection. The connection ID in the agent object is invalid (method "DropSupervisorCall" class ThreadSuperviseCall).
13117 PERERR_GW_E_THREAD SUPERVISECALL_ INVALID_SUPERVISOR_ CONNECTION2 JTAPI Gateway – Error on SUPERVISE operation – Invalid Supervisor connection. The connection ID in the agent object is invalid (method "BargeInCall" class ThreadSuperviseCall).
13118 PERERR_GW_E_THREAD SUPERVISECALL_ INVALID_SUPERVISOR_ CONNECTION3 JTAPI Gateway – Error on SUPERVISE operation – Invalid Supervisor connection. The connection ID in the agent object is invalid (method "DirectSupervisorBargeIn" class ThreadSuperviseCall).
13119 PERERR_GW_E_THREAD SUPERVISECALL_ INVALID_SUPERVISOR_ CONNECTION4 JTAPI Gateway – Error on SUPERVISE operation – Invalid Supervisor connection. The connection ID in the agent object is invalid (method "BargeInBlindTransferCall" class ThreadSuperviseCall).
13120 PERERR_GW_E_THREAD SUPERVISECALL_ SUPERVISOR_NOT_TALKING JTAPI Gateway – Error on SUPERVISE operation – Supervisor Connection not TALKING. The supervisor's connection is not in the talking state (method "DirectSupervisorBargeIn" class ThreadSuperviseCall).
13121 PERERR_GW_E_THREAD TRANSFERCALL_ ACTIVE_CONN_NOT_TALKING JTAPI Gateway – Error on SUPERVISE operation – Connection not TALKING. The connection is not in the talking state (method "BargeInCall" class ThreadSuperviseCall).
13122 PERERR_GW_E_ THREADTRANSFERCALL_ EXCEPTION_SETTRANSFER CONTROLLER JTAPI Gateway – Error on SUPERVISE operation – Exception. The method "run" in class ThreadTransferCall got an exception on a call to "setTransferController".
13123 PERERR_GW_E_THREAD TRANSFERCALL_ EXCEPTION_TRANSFER1 JTAPI Gateway – Error on SUPERVISE operation – Exception. The method "run" in class ThreadTransferCall got an exception on a call to "transfer" with the HELD call specified.
13124 PERERR_GW_E_THREAD TRANSFERCALL_ EXCEPTION_TRANSFER2 JTAPI Gateway – Error on SUPERVISE operation – Exception.

Got an exception on a call to "transfer" with the ACTIVE call specified (method "run" in class ThreadTransferCall).

13125 PERERR_GW_E_THREAD TRANSFERCALL_ HELD_CONN_NOT_HELD JTAPI Gateway – Error on TRANSFER operation HELD connection not HELD. The connection passed for the held connection is not in the HELD state.
13126 PERERR_GW_E_THREAD TRANSFERCALL_ INVALID_ACTIVE_ CONNECTION JTAPI Gateway – Error on TRANSFER operation – No ACTIVE. The connection specified in the active connection does not exist.
13127 PERERR_GW_E_THREAD TRANSFERCALL_ INVALID_HELD_ CONNECTION JTAPI Gateway – Error on TRANSFER operation Invalid HELD connection. The connection ID in the agent object is invalid.
20000 PERERR_CM_UNSPECIFIED An unspecifiedCall Manager – error occurred on the operation.
20001 PERERR_CM_TIMEOUT A time-out CallManager – occurred on the operation. An operation exceeded the time limit that was configured/allocated for that operation.
20002 PERERR_CM_NO_ACTIVE_ DEVICE_ FOR_THIRDPARTY CallManager – Undescribed Error.
20003 PERERR_CM_EXISTING_ FIRSTPARTY CallManager – Line was specified that was not found.
20004 PERERR_CM_ILLEGAL_ HANDLE CallManager – Handle is unknown to the system.
20005 PERERR_CM_UNDEFINED_ LINE CallManager – Undescribed Error.
20006 PERERR_CM_ILLEGAL_ CALLINGPARTY CallManager – Attempt to originate call using a calling party that is not on the device.
20007 PERERR_CM_CALL_ ALREADY_EXISTS CallManager – Another call already exists on the line.
20008 PERERR_CM_ LINECONTROL_FAILURE CallManager – Line control refuses to let a new call because of its state (probably bug).
20009 PERERR_CM_ILLEGAL_ CALLSTATE CallManager – Line is not in a legal state to invoke the command.
20010 PERERR_CM_ CALLHANDLE_ NOTINCOMINGCALL – CallManager Attempt to answer a call that either does not exist or is not in the correct state.
20011 PERERR_CM_ TRANSFERFAILED_ DESTINATION_ UNALLOCATED CallManager – Attempt to transfer to a directory number that is not registered.
20013 PERERR_CM_ TRANSFERFAILED_ DESTINATION_BUSY CallManager – Attempt to transfer to a busy destination.
20014 PERERR_CM_ TRANSFERFAILED CallManager – Transfer failed. Probable cause is one of the call legs was hung up or disconnected from the far end.
20015 PERERR_CM_HOLDFAILED CallManager – Hold was rejected by line control or call control.
20017 PERERR_CM_RETRIEVE FAILED CallManager – Retrieve was rejected by line control or call control.
20018 PERERR_CM_DB_NO_ MORE_DEVICES CallManager – Error No longer used.
20020 PERERR_CM_DB_ILLEGAL_ DEVICE_TYPE CallManager – Error No longer used.
20021 PERERR_CM_DB_ERROR CallManager – Device query contained an illegal device type.
20022 PERERR_CM_CANNOT_ TERMINATE_MEDIA_ON_ PHONE CallManager – Media cannot be terminated by an application when the device has a physical phone (the phone always terminates the media).
20025 PERERR_CM_UNKNOWN_ GLOBAL_CALL_HANDLE CallManager – Error no longer used.
20026 PERERR_CM_DEVICE_ NOT_OPEN CallManager – Command issued on a line that must be open.
20027 PERERR_CM_ASSOCIATED_ LINE_NOT_OPEN CallManager – Undescribed Error.
20028 PERERR_CM_SSAPI_NOT_ REGISTERED CallManager – Redirect command was issued when the internal supporting interface was not initialized.
20029 PERERR_CM_REDIRECT_ CALL_DOES_NOT_EXIST CallManager – Attempt to redirect a call that does not exist or is no longer active.
20048 PERERR_CM_REDIRECT_ CALLINFO_ERR CallManager – Internal error returned from call control.
20049 PERERR_CM_REDIRECT_ ERR CallManager – Internal error returned from call control.
20050 PERERR_CM_REDIRECT_ CALL_CALL_TABLE_FULL CallManager – Internal error returned from call control.
20051 PERERR_CM_REDIRECT_ CALL_PROTOCOL_ERROR CallManager – Internal error returned from call control.
20052 PERERR_CM_REDIRECT_ CALL_UNKNOWN_ DESTINATION CallManager – Attempt to redirect to an unknown destination.
20053 PERERR_CM_REDIRECT_ CALL_DIGIT_ANALYSIS_ TIMEOUT CallManager – Internal error returned from call control
20054 PERERR_CM_REDIRECT_ CALL_MEDIA_ CONNECTION_FAILED CallManager – Internal error returned from call control.
20055 PERERR_CM_REDIRECT_ CALL_PARTY_TABLE_FULL CallManager – Internal error returned from call control.
20056 PERERR_CM_REDIRECT_ CALL_ORIGINATOR_ ABANDONED CallManager – Far end hung up on the call being redirected.
20057 PERERR_CM_REDIRECT_ CALL_UNKNOWN_PARTY CallManager – Internal error returned from call control.
20058 PERERR_CM_REDIRECT_ CALL_INCOMPATIBLE_ STATE CallManager – Internal error returned from call control.
20059 PERERR_CM_REDIRECT_ CALL_PENDING_REDIRECT_ TRANSACTION CallManager – Internal error returned from call control.
20060 PERERR_CM_REDIRECT_ CALL_UNKNOWN_ERROR CallManager – Internal error returned from call control.
20061 PERERR_CM_REDIRECT_ CALL_NORMAL_CLEARING CallManager – Internal error returned from call control.
20062 PERERR_CM_REDIRECT_ CALL_UNRECOGNIZED_ MANAGER CallManager – Internal error returned from call control.
20063 PERERR_CM_REDIRECT_ CALL_DESTINATION_BUSY CallManager – Redirect destination is busy.
20064 PERERR_CM_REDIRECT_ CALL_DESTINATION_OUT_ OF_ORDER CallManager – Redirect destination is out of order.
20065 PERERR_CM_CANNOT_ OPEN_DEVICE CallManager – Device open failed because the associated device is shutting down (unregistering).
20066 PERERR_CM_TRANSFER FAILED_OUTSTANDING_ TRANSFER CallManager – Existing transfer still in progress.
20067 PERERR_CM_TRANSFER FAILED_CALLCONTROL_ TIMEOUT CallManager – Expected response from call control not received during a transfer.
20068 PERERR_CM_CALLHANDLE_ UNKNOWN_TO_ LINECONTROL CallManager – Attempt to redirect call that was unknown to line control.
20069 PERERR_CM_OPERATION_ NOT_AVAILABLE_IN_ CURRENT_STATE CallManager – Undescribed Error.
20070 PERERR_CM_ CONFERENCE_FULL CallManager – Undescribed Error.
20071 PERERR_CM_MAX_ NUMBER_OF_CTI_ CONNECTIONS_REACHED CallManager – Undescribed Error.
20080 PERERR_CM_ INCOMPATIBLE_ PROTOCOL_VERSION CallManager – Undescribed Error.
20081 PERERR_CM_ UNRECOGNIZABLE_PDU CallManager – QBE protocol error (bug).
20082 PERERR_CM_ILLEGAL_ MESSAGE_FORMAT CallManager – QBE protocol error (bug).
20094 PERERR_CM_DIRECTORY_ TEMPORARY_UNAVAILABLE CallManager – Undescribed Error.
20095 PERERR_CM_DIRECTORY_ LOGIN_NOT_ALLOWED CallManager – Undescribed Error.
20096 PERERR_CM_DIRECTORY_ LOGIN_FAILED CallManager – Login to the directory server failed when opening the provider.
20097 PERERR_CM_PROVIDER_ NOT_OPEN CallManager – Attempt to issue a CTI command before the provider was open.
20098 PERERR_CM_PROVIDER_ ALREADY_OPEN CallManager – Attempt to reopen a provider.
20099 PERERR_CM_NOT_ INITIALIZED CallManager – Attempt to open a provider before CTI initialization completes.
20100 PERERR_CM_CLUSTER_ LINK_FAILURE CallManager – Link failed to one of the call managers in the cluster (network error).
20101 PERERR_CM_LINE_INFO_ DOES_NOT_EXIST CallManager – Undescribed Error.
20102 PERERR_CM_DIGIT_ GENERATION_ALREADY_IN_ PROGRESS CallManager – Undescribed Error.
20103 PERERR_CM_DIGIT_ GENERATION_WRONG_ CALL_HANDLE CallManager – Undescribed Error.
20104 PERERR_CM_DIGIT_ GENERATION_WRONG_ CALL_STATE CallManager – Undescribed Error.
20105 PERERR_CM_DIGIT_ GENERATION_CALLSTATE_ CHANGED CallManager – Undescribed Error.
20112 PERERR_CM_RETRIEVE FAILED_ACTIVE_CALL_ON_ LINE CallManager – Undescribed Error.
20113 PERERR_CM_INVALID_LINE_ HANDLE CallManager – Undescribed Error.
20114 PERERR_CM_LINE_NOT_ PRIMARY CallManager – Undescribed Error.
20115 PERERR_CM_CFWDALL_ ALREADY_SET CallManager – Undescribed Error.
20116 PERERR_CM_CFWDALL_ DESTN_INVALID CallManager – Undescribed Error.
20117 PERERR_CM_CFWDALL_ ALREADY_OFF CallManager – Undescribed Error.
20119 PERERR_CM_DEVICE_OUT_ OF_SERVICE CallManager – Undescribed Error.
20120 PERERR_CM_MSGWAITING_ DESTN_INVALID CallManager – Undescribed Error.
20121 PERERR_CM_DARES_ INVALID_REQ_TYPE CallManager – Undescribed Error.
20122 PERERR_CM_ CONFERENCE_ FAILED CallManager – Undescribed Error.
20123 PERERR_CM_ CONFERENCE_INVALID_ PARTICIPANT CallManager – Undescribed Error.
20124 PERERR_CM_ CONFERENCE_ALREADY_ PRESENT CallManager – Undescribed Error.
20125 PERERR_CM_ CONFERENCE_INACTIVE CallManager – Undescribed Error.
20126 PERERR_CM_TRANSFER_ INACTIVE CallManager – Undescribed Error.
20153 PERERR_CM_COMMAND_ NOT_IMPLEMENTED_ON_ DEVICE CallManager – Device does not support the command. Undescribed Error.
20512 PERERR_CM_PROVIDER_ CLOSED CallManager – Undescribed Error.
20513 PERERR_CM_PROTOCOL_ TIMEOUT CallManager – Undescribed Error.
24095 PERERR_CM_GENERAL CallManager – Unknown CallManager Failure on Operation. An error response was received for a request issued to the call manager, but no error code could be extracted. This is always the case in the Encore Release. Please refer to the JTAPI log for more information.

Avaya Aura CC (Symposium)

  • The Peripheral Gateway (and thus CTI OS clients) do not receive a CallEstablished Event for an off-switch call. As a result of this limitation, some features—such as blind conference or transfer operation off-switch—are not supported. The soft phone receives no notification that the call has been connected off-switch, and thus the application requires manual intervention from the agent (who heard a dial-tone, a ring, or an answer, and so forth) before completing the conference or transfer operation.
  • The Transfer button is not enabled after an off-switch consult.
  • Single-step/blind transfer or conference is not supported. Transfer and conference calls must be consultative.
  • Consultative Transfer to a supervisor is not supported.
  • Users cannot transfer to an AgentID.
  • Users cannot put a conference or consultative call on hold, therefore the button is disabled.
  • There is a delay when switching from the NotReady state to the Ready state.
  • There is no equivalent to the Symposium state WalkAway. The ACD gives a NOT_READY state to Unified ICM, but the switch rejects 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 CC (Symposium), 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 Avaya Aura CC (Symposium) Status and Cause values are defined in the two following tables.
  • The ALTERNATE_CALL request is not supported with the Avaya Aura CC (Symposium) (for more information, see Call Events).
Table 9 Avaya Status Values

Status Value (hex/dec)

Description

Invalid Parameters

0A00 / 2560

Invalid calling TN

0A01 / 2561

Invalid calling DN; wrong DN specified

0A02 / 2562

Incomplete calling DN

0A03 / 2563

Invalid called DN

0A04 / 2564

Incomplete called DN

0A05 / 2565

Invalid called TN

0A06 / 2566

Invalid origination manner

0A07 / 2567

Invalid destination manner

0A08 / 2568

Invalid origination user type

0A09 / 2569

Invalid customer number

0A0A / 2570

System or data base error

Unsuccessful Call Origination

0B00 / 2816

Origination party busy

0B01 / 2817

Origination resource blocking

0B02 / 2818

Origination set is maintenance busy

0B03 / 2819

500/2500 set is onhook

0B04 / 2820

Origination DN busy

0B05 / 2821

Origination is ringing

0B06 / 2822

Unable to disconnect origination (that is, already disconnected)

0B07 / 2823

Origination access restriction blocking

0B08 / 2824

Origination call on permanent hold

0B0A / 2826

System or data base error

0B0B / 2827

Origination receiving end to end signaling

0B0C / 2828

The call is currently in an ACD queue

0B0E / 2830

Origination set invoked hold

0B14 / 2836

Transfer key not configured

0B15 / 2837

Transfer key not idle

0B16 / 2838

Set active in conference call

0B17 / 2839

Transfer or MPO/TSA class of service not configured

0B18 / 2840

Cannot put call on hold

0B1D / 2845

No active call exists on set

0B1E / 2846

No held call exists on set

Unsuccessful Call Termination

0C00 / 3072

Terminating party is busy

0C01 / 3073

Destination resource blocking

0C02 / 3074

Destination in invalid state

0C07 / 3079

Destination access restriction blocking

0D0A / 3338

System or database error

Network Interceptions

0C08 / 3080

Unassigned number

0C09 / 3081

No route to destination

0C0A / 3082

No user responding

0C0B / 3083

Number changed

0C0C / 3084

Destination out of service

0C0D / 3085

Invalid number format

0C0E / 3086

No circuit available

0C0F / 3087

Network out of order

0C10 / 3088

Temporary failure

0C11 / 3089

Equipment congestion

Network Interceptions with In-Band Information

0C19 / 3097

Terminating party is busy

0C1A / 3098

Unassigned number

0C1B / 3099

No route to destination

0C1C / 3100

No user responding

0C1D / 3101

Number changed

0C1E / 3102

Destination out of service

0C1F / 3103

Invalid number format

0C20 / 3104

No circuit available

0C21 / 3105

Network out of order

0C22 / 3106

Temporary failure

0C23 / 3107

Equipment congestion

0C24 / 3108

Interworking, unspecified

0CFE / 3326

Other cause

Unsuccessful Conference or Transfer Operation

0D00 / 3328

Cannot complete conference

0D01 / 3329

Cannot initiate transfer

0D02 / 3330

Cannot complete transfer

0D03 / 3331

Cannot retrieve original call

0D04 / 3332

Fast Transfer initiation failed

0D05 / 3333

Fast Transfer completion failed

0D0B / 3339

Hold Request failed

Table 10 Avaya Cause Values

Cause Value (hex/dec)

Description

1002 / 4098

Access restricted

1003 / 4099

Resource unavailable

1004 / 4100

Invalid customer number

1005 / 4101

Invalid origination address

1006 / 4102

Invalid destination address

1007 / 4103

Invalid manner

1008 / 4104

Unsuccessful retrieve original

1009 / 4105

Unsuccessful transfer

100A / 4106

Unsuccessful conference

100B / 4107

Unsuccessful answer request

100C / 4108

Unsuccessful release request

1070 / 4208

Refer to Connection Status IE

2004 / 8196

The target DN is invalid

2005 / 8197

The target DN is not AST

2006 / 8198

The Customer Number is invalid

2007 / 8199

The feature could not be invoked

2008 / 8200

The feature is not configured on the set

2009 / 8201

The requested feature is out of valid range

200A / 8202

The target set is not ACD agent

200B / 8203

The target set is a Virtual Agent

200C / 8204

The set is maintenance busy

200D / 8205

Set is in wrong state for invocation

200E / 8206

Set is in target state

200F / 8207

No NRDY/RDY while ACD set is logged out

2010 / 8208

Package C customer cannot use NRDY with IDN call

2011 / 8209

Feature IE is missing or invalid

2012 / 8210

DN IE is missing or invalid

2013 / 8211

Agent ID IE is missing or invalid

2014 / 8212

Agent ID is invalid

2015 / 8213

CFW DN IE is invalid

2016 / 8214

The Call Forward DN is too long

2017 / 8215

The Call Forward DN is invalid

2018 / 8216

User is invoking Call Forward

2019 / 8217

MSB/MSI not supported for 500/2500 sets

201A / 8218

500/2500 ACD agent already changed status

201B / 8219

500/2500 ACD agent set is being rung

201C / 8220

User is manually logging in 500 /2500 ACD set

Swap Feature in Symposium ACD

The Swap feature enables the agents to swap or alternate between customer calls and consult calls, both from hardphones as well as softphones.

The Swap feature deploys a CTI toolbar with Unified ICM, offering most of the phone set functionalities. One of the most important functionalities is that it allows the agent to swap or alternate between primary and consult calls during a Consultation Call.

The agent performing the transfer must carry out a swap, or alternate between the primary key (ACD or DN) and the secondary key of transfer. On the phone set, an agent can perform a swap by using the transfer or primary key of the used line (ACD or DN).


Note


The Swap feature is not supported when CTI OS is used with the Symposium.


Dependencies and Patches for Swap Feature Support in Softphones and Hardphones

The following patches are required for Swap feature support.

Symposium SCCS 5.0:

  • SU 05
  • SUS0501/02/03
  • NN_SCCS_5.0_DP_050302_S (mandatory)
  • NN_SCCS_5.0_DP_050301_S (optional)

NCCM 6.0:

  • SU03
  • SUS0301
  • PEP_030130_RU

Nortel CS1000 Succession 4.0 or 4.5:

  • MPLR20429
  • MPLR21764
Enabling Swap Feature on Unified ICM

You can enable the Swap feature with the help of Config REGISTRY Key called NortelSwapPatchInstalled. This key is created when you install the patch. Set the value of this registry key to 1 before starting the PG.

If there are multiple instances of symposium PG in the same box, you must set the registry NortelSwapPatchInstalled to 1 for all the PG instances. This allows the CTI OS Server to enable the alternate button on the client desktop.

Agent States

This section presents the agent-state terminology and functionality used by CTI OS Server and how it corresponds to the terminology and functionality of various call center peripherals.

Table 11  Agent State Functionality and Call Center Terminology

State

Peripheral-Specific Equivalent

Available

The agent is ready to accept a call.

Aspect Contact Server: Avail

Avaya DEFINITY ECS: AVAIL

Avaya Aura CC (Symposium): Idle

BusyOther

The agent is busy performing a task associated with another active Skill Group.

Aspect Contact Server: MSG (if Aspect Event Link is not being used)

Avaya DEFINITY ECS: OTHER

Avaya Aura CC (Symposium): No equivalent

Hold

The agent currently has all calls on hold.

Aspect Contact Server: HOLD

Avaya DEFINITY ECS: No equivalent

Avaya Aura CC (Symposium): On Hold, On Hold Walkaway

Login

The agent has logged in to the ACD. It does not necessarily indicate that the agent is ready to accept calls.

Although viewed as a state by CTI Server, this is really more an event than a state, and is not treated as a state by the switches.

Logout

The agent has logged out of the ACD and cannot accept any additional calls.

Aspect Contact Server: Signed Off

Avaya DEFINITY ECS: No equivalent

Avaya Aura CC (Symposium): Logout

NotReady

The agent is logged in but is unavailable for any call work.

Aspect Contact Server: Idle

Avaya DEFINITY ECS: AUX

Avaya Aura CC (Symposium): Not Ready Walkaway (however, this requires the agent to click Hold and physically unplug the headset – because a physical act is involved, a software request to set the agent state to NotReady fails), Emergency

Reserved

The agent is reserved for a call that arrives at the ACD shortly.

Aspect Contact Server: RSVD

Avaya DEFINITY ECS: No equivalent

Avaya Aura CC (Symposium): Call Presented

Talking

The agent is currently talking on a call (inbound, outbound, or inside).

Aspect Contact Server: Talking ACD1, Talking ACD2, Talking ACT1, Talking ACT2, Talking Out1, Talking Out2, Talking Inside, Supervisor Line, MSG, HELP (MSG and HELP correspond to Talking only if Aspect Event Link is being used)

Avaya DEFINITY ECS: AUX-IN, AUX-OUT, ACD-IN, ACD-OUT, ACW-IN, ACW-OUT, DACD

Avaya Aura CC (Symposium): Active, Consultation

Unknown

The agent state is currently unknown.

Aspect Contact Server: No equivalent

Avaya DEFINITY ECS: UNKNOWN

Avaya Aura CC (Symposium): No equivalent

WorkNotReady

The agent is performing after-call work and is not ready to receive a call after the work is complete.

Aspect Contact Server: No equivalent

Avaya DEFINITY ECS: No equivalent

Avaya Aura CC (Symposium): No equivalent

WorkReady

The agent is performing after-call work and is ready to receive a call after the work is complete.

Aspect Contact Server: Wrap-up

Avaya DEFINITY ECS: ACW, DACW

Avaya Aura CC (Symposium): Not Ready, Break, Busy