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Contents
The Unified CCX CTI server is part of the RmCm subsystem of the Unified CCX system. Therefore, before clients can connect to a Unified CCX CTI server, the RMCM subsystem must be in service.
Unified CCX listens on port 42027 for incoming client connections. You can set this port number in the System Parameters window of the Unified CCX Administration web page. The parameter name for the port number is RmCm TCP Port.
Unified CCX provides detailed Unified CCX CTI message-level traces in the MIVR log files. You can use these trace messages to help find the cause of a problem. For example, if a message from a client is ill-formed, you will most likely find an exception associated with processing the message in the trace log file.
You should be aware of the following concerning message-level traces:
To enable a message-level trace, you must turn on the trace for the ICD_CTI subfacility from the Unified CCX Administration Trace Configuration web page. It is also recommended to turn on trace for the RmCm, RM, and CM subsystems.
To enable a detailed trace (low-level), in the Trace Configuration web page, for the Miscellaneous ICD_CTI subfacility, you must also set all trace debugging levels.
To access a MIVR log file, select
from the Unified CCX Administration web page.See the Unified CCX Administration online help or the Cisco Unified Contact Centre Express Administration Guide for complete details on configuring, enabling, and accessing message-level trace log files.
You can use trace messages in Unified CCX for the following purposes:
To examine message field values:
At a high-level trace, the message content is displayed in text format that includes field names and their values.
Note | Trace messages are primarily intended to be used by Cisco engineers. Contact the Cisco support center for assistance if you need help. Some field names used in a Unified CCX high-level trace log file are different from the ones used in this document. In addition, some fields listed with names in a high-level trace are listed as reserved in this document. Finally, some fields listed in a trace are used internally only and are therefore not documented in this guide. Because of these discrepancies, you should not use a high-level trace unless you are comfortable with the terminology used in the trace messages. |
To examine call events in detail:
Unified CCX can dump the incoming and outgoing messages in binary using hexadecimal format. That is the most detailed level of message content that you can examine.
To trace a message as it appears multiple times at its different processing stages in the trace log.
The following are two example trace log-file excerpts for the same BEGIN_CALL event: one at the high-level text trace and one at the low-level binary trace.
A high-level trace lists each message that is sent with its type, length, field names, and field values. Even though some field names used in the high-level trace log file are different from those documented in this guide (as explained in the previous section), you can still can still get a lot of information from a high-level trace.
A low-level trace lists the bytes used by each message and what is stored in each byte. To understand this information, you need to count the bytes and their order reserved for each field in a particular message definition.
7091923: Nov 20 10:43:59.435 EDT %MIVR-ICD_CTI-7-UNK: CSOutboundMsgProcessor: got an event message: { length=-1 type=BEGIN_CALL_EVENT, monitorID: 0, peripheralID: 1, peripheralType: 21, numCTIClients: 0, numNamedVars: 0, numNamedArrays: 0, callType: 1, ConnectionDeviceType: 0, connectionCallID: 16777488, calledPartyDisposition: 0, connectionDeviceID: 9026, ani1: 2006, dnis: 7000, dialedNumber: null, callerEnteredDigits: null, callVar1: null, callVar2: null, callVar3: null, callVar4: null, callVar5: null, callVar6: null, callVar7: null, callVar8: null, callVar9: null, callVar10: null, wrapupData: null }
7091948: Nov 20 10:43:59.435 EDT %MIVR-ICD_CTI-7-UNK:writing... MHDR: 0000: 00 00 00 36 00 00 00 17 ...6.... MDATA: 0000: 00 00 00 00 00 00 00 01 00 15 00 00 00 00 00 00 .... 0010: 00 01 00 00 01 00 01 10 00 00 08 05 32 30 30 36 ...........2006 0020: 00 0B 05 37 30 30 30 00 19 05 39 30 32 36 00 0A ..7000...9026.. 0030: 05 37 30 30 30 00 .7000.
It is not the intention of this document to give a full description of traces in the Unified CCX logs. For more detailed information on debugging and using trace files in Unified CCX, see the Cisco Unified Contact Center Express Servicing and Troubleshooting Guide and the Cisco Unified Contact Center Express Administration Guide.
Any client program connected to Unified CCX generates additional demand of resources on the Unified CCX system. Client developers must inform their customers about this impact and a potential degradation of system performance when they enable a trace.
The system resource requirement of the client program should be measured and the corresponding Unified CCX supported agent count, CSQ count, call rate, and database size should be reduced.
A client program may receive reserved messages and messages with reserved fields. If a message is a reserved message, the client program should ignore the message by skipping body-length bytes after the message header:
One of the main functions of Unified CCX is to process and queue calls. Although there is no guarantee of call events, understanding typical call event message flows helps a developer to write client programs.
The following call-event message flows list in a call event the messages that are sent, to whom they are sent, and what they indicate.
Note | The message order can vary, depending on the situation. There is no guarantee of a particular message order, though, the message order in these examples are typical. Since message order is not guaranteed, Unified CCX might send an agent selection message before a call queued message even though Unified CCX first queues the call and then selects the agent for the call. |
This section describes the following common call-event message flows:
In this example message flow, Unified CCX is connected to the Cisco Unified Communications Manager. Unified CCX is configured with two agents: one agent is associated with extension 2005 and the other agent is associated with extension 2006.
The agent on extension 2005 is acting as a caller. One client program is connected for the agent on extension 2005. Another client program is connected for the agent 2006.
One client program is connected as a bridge mode client. The agent with extension 2006 is associated with a CSQ. The CSQ is associated with the trigger 7000.
The call flow starts when the agent on extension 2005 makes a call to the 7000 trigger. Calls are processed using the system icd.aef script.
Note | For each of the tables in this section, the value in the Caller 2005 column is Yes if extension 2005 is a logged in agent, No if extension 2005 is not a logged in agent. |
The caller on extension 2005 makes the call to trigger 7000.
Server sends the following message(s) | Message(s) received by | Notes | ||
---|---|---|---|---|
Bridge mode clients | Agent mode 2006 | Caller 2005 | ||
MsgType: BEGIN_CALL_EVENT NumCTIClients: 0 NumNamedVars: 0 NumNamedArrays: 0 CallType: 9 ConnectionDeviceType: 0 CallID: 16777507 CalledPartyDisposition: 0 ConnectionDeviceID: 2005 ANI2: 2005 ... |
Yes | No | Yes |
This message indicates the beginning of the call. Notice that the CallID is 16777507. |
MsgType: CALL_SERVICE_INITIATED_EVENT ConnectionDeviceType: 0 CallID: 16777507 ApplicationID: -1 CSQID: -1 CallingDeviceType: 76 LocalConnectionState: 1 EventCause: 65535 ConnectionDeviceID: 2005 CallingDeviceID: 2005 |
Yes | No | Yes | This message indicates the device 2005 is off-hook. This message is generated only if device 2005 is monitored. |
MsgType: CALL_ORIGINATED_EVENT ConnectionDeviceType: 0 CallID: 16777507 ApplicationID: -1 CSQID: -1 CallingDeviceType: 76 CalledDeviceType: 74 LocalConnectionState: 1 EventCause: 65535 ConnectionDeviceID: 2005 CallingDeviceID: 2005 CalledDeviceID: 7000 |
Yes | No | Yes | This message indicates the call has dialed a number 7000. Notice that the CalledDeviceID is 7000. This message is only generated if device 2005 is monitored. |
MsgType: CALL_DELIVERED_EVENT ConnectionDeviceType: 0 CallID: 16777507 ApplicationID: 2 CSQID: -1 AlertingDeviceType: 73 CallingDeviceType: 76 CalledDeviceType: 73 LastRedirectedDeviceType: 65535 LocalConnectionState: 2 EventCause: 22 NumNamedVars: 0 NumNamedArrays: 0 ConnectionDeviceID: 9019 AlertingDeviceID: 9019 CallingDeviceID: 2005 CalledDeviceID: 9019 LastRedirectedDeviceID: SecondaryCallID: 0 ANI: 2005 DNIS: 7000 DialedNumber: 7000 ... |
Yes | No | Yes |
The Unified CCX trigger is alerted. The call from device 2005 is delivered to CTI port 9019 in a Call Control Group. If the ANI is empty use the CallingDeviceID instead of ANI. |
MsgType: CALL_ESTABLISHED_EVENT ConnectionDeviceType: 0 CallID: 16777507 ApplicationID: 2 CSQID: -1 AnsweringDeviceType: 73 CallingDeviceType: 76 CalledDeviceType: 73 LastRedirectedDeviceType: 65535 LocalConnectionState: 3 EventCause: 22 ConnectionDeviceID: 9019 AnsweringDeviceID: 9019 CallingDeviceID: 2005 CalledDeviceID: 9019 LastRedirectedDeviceID: |
Yes | No | Yes |
The Unified CCX trigger accepts the call. CTI port 9019 accepts the call. This is the result of the Accept step in the icd.aef script. |
The call is queued.
Server sends the following message(s) | Message(s) received by | Notes | ||
---|---|---|---|---|
Bridge mode clients | Agent mode 2006 | Caller 2005 | ||
MsgType: CALL_QUEUED_EVENT ConnectionDeviceType: 0 CallID: 16777507 ApplicationID: 2 QueueDeviceType: 77 CallingDeviceType: 76 CalledDeviceType: 74 LastRedirectedDeviceType: 65535 NumCSQs: 1 LocalConnectionState: 5 EventCause: 65535 ConnectionDeviceID: 9019 QueueDeviceID: 1 CallingDeviceID: 2005 CalledDeviceID: 7000 LastRedirectedDeviceID: CsqID[0]: 1 |
Yes | No | Yes | This message indicates that the call is queued in a CSQ with the ID 1. |
The agent becomes Ready.
Server sends the following message(s) | Message(s) received by | Notes | ||
---|---|---|---|---|
Bridge mode clients | Agent mode 2006 | Caller 2005 | ||
MsgType: AGENT_STATE_EVENT CSQState: 3 StateDuration: 0 CSQID: -1 AgentState: 3 EventReasonCode: 0 NumCSQs: 0 AgentExtension: 2006 AgentID: agt2006 NextAgentState: 65535 |
Yes | No | Yes | The agent on extension 2006 changes state to Ready. Notice that the AgentState is 3. |
Agent is reserved.
Server sends the following message(s) | Message(s) received by | Notes | ||
---|---|---|---|---|
Bridge mode clients | Agent mode 2006 | Caller 2005 | ||
MsgType: AGENT_STATE_EVENT CSQState: 3 StateDuration: 0 CSQID: -1 AgentState: 3 EventReasonCode: 0 NumCSQs: 0 AgentExtension: 2006 AgentID: agt2006 NextAgentState: 65535 |
Yes | Yes | Yes | The CSQ identifies the agent on extension 2006 and reserves that agent. |
The agent phone on extension 2006 rings.
Server sends the following message(s) | Message(s) received by | Notes | ||
---|---|---|---|---|
Bridge mode clients | Agent mode 2006 | Caller 2005 | ||
MsgType: CALL_DELIVERED_EVENT ConnectionDeviceType: 0 CallID: 16777507 ApplicationID: 2 CSQID: 1 AlertingDeviceType: 76 CallingDeviceType: 76 CalledDeviceType: 76 LastRedirectedDeviceType: 65535 LocalConnectionState: 2 EventCause: 22 NumNamedVars: 0 NumNamedArrays: 0 ConnectionDeviceID: 2006 AlertingDeviceID: 2006 CallingDeviceID: 2005 CalledDeviceID: 2006 LastRedirectedDeviceID: SecondaryCallID: 16777508 ... |
Yes | Yes | Yes | The call is delivered to the agent device (Extension) 2006. |
The agent at extension 2006 answers the call.
Server sends the following message(s) | Message(s) received by | Notes | ||
---|---|---|---|---|
Bridge mode clients | Agent mode 2006 | Caller 2005 | ||
MsgType: AGENT_STATE_EVENT CSQState: 4 StateDuration: 0 CSQID: -1 AgentState: 4 EventReasonCode: 0 NumCSQs: 0 AgentExtension: 2006 AgentID: agt2006 NextAgentState: 3 |
Yes | Yes | Yes | When the agent on extension 2006 answers the call, the agent state is changed to Talking. |
MsgType: CALL_DATA_UPDATE_EVENT NumCTIClients: 0 NumNamedVars: 0 NumNamedArrays: 0 CallType: 10 ConnectionDeviceType: 0 CallID: 16777507 CalledPartyDisposition: 0 ConnectionDeviceID: 2005 ... |
Yes | Yes | Yes | Call data is sent to client programs. |
MsgType: CALL_ESTABLISHED_EVENT ConnectionDeviceType: 0 CallID: 16777507 ApplicationID: -1 CSQID: 1 AnsweringDeviceType: 76 CallingDeviceType: 76 CalledDeviceType: 76 LastRedirectedDeviceType: 73 LocalConnectionState: 3 EventCause: 22 ConnectionDeviceID: 2006 AnsweringDeviceID: 2006 CallingDeviceID: 2005 CalledDeviceID: 2006 LastRedirectedDeviceID: 9019 |
Yes | Yes | Yes | When the agent on extension 2006 answers the call, the call is connected. |
MsgType: CallDequeuedEvent ConnectionDeviceType: 65535 CallID: 16777507 ApplicationID: -1 QueueDeviceType: 0 NumQueued: 0 NumCSQs: 0 LocalConnectionState: 3 EventCause: 65535 ConnectionDeviceID: QueueDeviceID: |
Yes | Yes | Yes | Unified CCX removes the call from the CSQ. |
The call is disconnected from the CTI port.
Server sends the following message(s) | Message(s) received by | Notes | ||
---|---|---|---|---|
Bridge mode clients | Agent mode 2006 | Caller 2005 | ||
MsgType: CALL_CONNECTION_CLEARED_EVENT ConnectionDeviceType: 0 CallID: 16777507 ReleasingingDeviceType: 73 LocalConnectionState: 65535 EventCause: 28 ConnectionDeviceID: 9019 ReleasingDeviceID: 9019 |
Yes | Yes | Yes | The call is disconnected from CTI port 9019. |
The caller on extension 2005 hangs up.
Server sends the following message(s) | Message(s) received by | Notes | ||
---|---|---|---|---|
Bridge mode clients | Agent mode 2006 | Caller 2005 | ||
MsgType: CALL_CONNECTION_CLEARED_EVENT ConnectionDeviceType: 0 CallID: 16777507 ReleasingingDeviceType: 76 LocalConnectionState: 65535 EventCause: 65535 ConnectionDeviceID: 2005 ReleasingDeviceID: 2005 |
Yes | Yes | Yes | The call is disconnected from the caller on extension 2005. |
MsgType: AGENT_STATE_EVENT CSQState: 3 StateDuration: 0 CSQID: -1 AgentState: 3 EventReasonCode: 0 NumCSQs: 0 AgentExtension: 2006 AgentID: agt2006 NextAgentState: 65535 |
Yes | Yes | Yes | The state of Agent 2006 is changed back to Ready since the agent has the Automatic Available checkbox enabled. |
MsgType: CALL_CONNECTION_CLEARED_EVENT ConnectionDeviceType: 0 CallID: 16777507 ReleasingingDeviceType: 76 LocalConnectionState: 65535 EventCause: 65535 ConnectionDeviceID: 2006 ReleasingDeviceID: 2006 |
Yes | Yes | Yes | The call is disconnected from device 2006. |
MsgType: CALL_CLEARED_EVENT ConnectionDeviceType: 0 CallID: 16777507 LocalConnectionState: 0 EventCause: 1014 ConnectionDeviceID: 2005 |
Yes | Yes | Yes | Since there are no more connections in the call, the call is deleted. |
MsgType: END_CALL_EVENT ConnectionDeviceType: 0 ConnectionCallID: 16777507 ConnectionDeviceID: |
Yes | Yes | Yes | This message indicates the call is terminated. |
This example message flow starts at step 8 of the preceding message flow. Then, the agent on extension 2006 transfers the call to another agent instead of hanging up the call.
Note | For each of the tables in this section, the value in the Caller 2005 column is Yes if extension 2005 is a logged in agent, No if extension 2005 is not a logged in agent. |
Agent 2006 consults Agent 2007.
Server sends the following message(s) | Message(s) received by | Notes | |||
---|---|---|---|---|---|
Bridge mode clients | Agent mode 2006 | Agent mode 2007 | Caller 2005 | ||
MsgType: CALL_HELD_EVENT ConnectionDeviceType: 0 CallID: 16777507 HoldingingDeviceType: 76 LocalConnectionState: 4 EventCause: 65535 ConnectionDeviceID: 2006 HoldingDeviceID: 2006 |
Yes | Yes | No | No | The original call between 2005 and 2006 is on hold. |
MsgType: BEGIN_CALL_EVENT NumCTIClients: 0 NumNamedVars: 0 NumNamedArrays: 0 CallType: 12 ConnectionDeviceType: 0 CallID: 16777535 CalledPartyDisposition: 0 ConnectionDeviceID: 2006 ANI: 2006... |
Yes | Yes | No | No |
The agent on extension 2006 begins a new consult call to the agent on extension 2007. If the ANI is empty use the CallingDeviceID instead of ANI. |
MsgType: CALL_SERVICE_INITIATED_EVENT ConnectionDeviceType: 0 CallID: 16777535 ApplicationID: -1 CSQID: 1 CallingDeviceType: 76 LocalConnectionState: 1 EventCause: 65535 ConnectionDeviceID: 2006 CallingDeviceID: 2006 |
Yes | Yes | No | No | |
MsgType: AGENT_STATE_EVENT CSQState: 8 StateDuration: 0 CSQID: -1 AgentState: 8 EventReasonCode: 0 NumCSQs: 0 AgentExtension: 2007 AgentID: agt2007 NextAgentState: 65535 |
Yes | No | Yes | No | |
MsgType: CALL_ORIGINATED_EVENT ConnectionDeviceType: 0 CallID: 16777535 ApplicationID: -1 CSQID: 1 CallingDeviceType: 76 CalledDeviceType: 76 LocalConnectionState: 1 EventCause: 65535 ConnectionDeviceID: 2006 CallingDeviceID: 2006 CalledDeviceID: 2007 |
Yes | Yes | No | No | |
MsgType: CALL_DELIVERED_EVENT ConnectionDeviceType: 0 CallID: 16777535 ApplicationID: -1 CSQID: 1 AlertingDeviceType: 76 CallingDeviceType: 76 CalledDeviceType: 76 LastRedirectedDeviceType: 65535 LocalConnectionState: 2 EventCause: 22 NumNamedVars: 0 NumNamedArrays: 0 ConnectionDeviceID: 2007 AlertingDeviceID: 2007 CallingDeviceID: 2006 CalledDeviceID: 2007 LastRedirectedDeviceID: SecondaryCallID: 0 ... |
Yes | Yes | Yes | No |
Agent 2007 answers the consult call.
Server sends the following message(s) | Message(s) received by | Notes | |||
---|---|---|---|---|---|
Bridge mode clients | Agent mode 2006 | Agent mode 2007 | Caller 2005 | ||
MsgType: AGENT_STATE_EVENT CSQState: 4 StateDuration: 0 CSQID: -1 AgentState: 4 EventReasonCode: 0 NumCSQs: 0 AgentExtension: 2007 AgentID: agt2007 NextAgentState: 3 |
Yes | No | Yes | No | |
MsgType: AGENT_STATE_EVENT CSQState: 4 StateDuration: 0 CSQID: -1 AgentState: 4 EventReasonCode: 0 NumCSQs: 0 AgentExtension: 2007 AgentID: agt2007 NextAgentState: 2 |
Yes | No | Yes | No | |
MsgType: CALL_ESTABLISHED_EVENT ConnectionDeviceType: 0 CallID: 16777535 ApplicationID: -1 CSQID: 1 AnsweringDeviceType: 76 CallingDeviceType: 76 CalledDeviceType: 76 LastRedirectedDeviceType: 65535 LocalConnectionState: 3 EventCause: 22 ConnectionDeviceID: 2007 AnsweringDeviceID: 2007 CallingDeviceID: 2006 CalledDeviceID: 2007 LastRedirectedDeviceID: |
Yes | Yes | No | No |
Agent 2006 completes the transfer of Caller 2005 to Agent 2007.
Server sends the following message(s) | Message(s) received by | Notes | |||
---|---|---|---|---|---|
Bridge mode clients | Agent mode 2006 | Agent mode 2007 | Caller 2005 | ||
MsgType: CALL_DATA_UPDATE_EVENT NumCTIClients: 0 NumNamedVars: 0 NumNamedArrays: 0 CallType: 4 ConnectionDeviceType: 0 CallID: 16777533 CalledPartyDisposition: 0 ConnectionDeviceID: 2005 ... |
Yes | Yes | No | Yes | |
MsgType: CALL_TRANSFERRED_EVENT PrimaryDeviceType: 0 PrimaryCallID: 16777533 NumParties: 2 SecondaryDeviceType: 0 SecondaryCallID: 16777535 TransferringDeviceType: 76 TransferredDeviceType: 76 LocalConnectionState: 3 EventCause: 32 PrimaryDeviceID: 2006 SecondaryDeviceID: 2007 TransferringDeviceID: 2006 TransferredDeviceID: 2007 ConnectedPartyDCallID[0]: 16777533 ConnectedPartyDeviceType[0]: 0 ConnectedPartyDeviceID[0]: 2005 ConnectedPartyDCallID[1]: 16777533 ConnectedPartyDeviceType[1]: 0 ConnectedPartyDeviceID[1]: 2007 |
Yes | Yes | Yes | Yes | After the transfer, the consult call is merged with the original call. |
MsgType: CALL_ESTABLISHED_EVENT ConnectionDeviceType: 0 CallID: 16777533 ApplicationID: -1 CSQID: 1 AnsweringDeviceType: 76 CallingDeviceType: 76 CalledDeviceType: 76 LastRedirectedDeviceType: 76 LocalConnectionState: 3 EventCause: 22 ConnectionDeviceID: 2005 AnsweringDeviceID: 2007 CallingDeviceID: 2005 CalledDeviceID: 2007 LastRedirectedDeviceID: 2006 |
Yes | No | Yes | Yes | |
MsgType: CALL_CONNECTION_CLEARED_EVENT ConnectionDeviceType: 0 CallID: 16777535 ReleasingingDeviceType: 76 LocalConnectionState: 65535 EventCause: 65535 ConnectionDeviceID: 2006 ReleasingDeviceID: 2006 |
Yes | Yes | Yes | No | Device 2006 is dropped off the call after the transfer. |
MsgType: AGENT_STATE_EVENT CSQState: 3 StateDuration: 0 CSQID: -1 AgentState: 3 EventReasonCode: 0 NumCSQs: 0 AgentExtension: 2006 AgentID: agt2006 NextAgentState: 65535 |
Yes | Yes | No | No | The state of the agent on extension 2006 is changed back to Ready. |
MsgType: CALL_CONNECTION_CLEARED_EVENT ConnectionDeviceType: 0 CallID: 16777535 ReleasingingDeviceType: 76 LocalConnectionState: 65535 EventCause: 65535 ConnectionDeviceID: 2007 ReleasingDeviceID: 2007 |
Yes | No | No | No | The agent on device 2007 hangs up the call. |
MsgType: CALL_CLEARED_EVENT ConnectionDeviceType: 0 CallID: 16777535 LocalConnectionState: 0 EventCause: 1014 ConnectionDeviceID: 2006 |
Yes | No | No | No | The consult call is deleted. |
MsgType: END_CALL_EVENT ConnectionDeviceType: 0 ConnectionCallID: 16777535 ConnectionDeviceID: |
Yes | No | No | No | The consult call is ended. |
Caller 2005 ends the call.
Server sends the following message(s) | Message(s) received by | Notes | |||
---|---|---|---|---|---|
Bridge mode clients | Agent mode 2006 | Agent mode 2007 | Caller 2005 | ||
MsgType: CALL_CONNECTION_CLEARED_EVENT ConnectionDeviceType: 0 CallID: 16777533 ReleasingingDeviceType: 76 LocalConnectionState: 65535 EventCause: 65535 ConnectionDeviceID: 2005 ReleasingDeviceID: 2005 |
Yes | No | Yes | Yes | The caller on extension 2005 hangs up. |
MsgType: AGENT_STATE_EVENT CSQState: 2 StateDuration: 0 CSQID: -1 AgentState: 2 EventReasonCode: 32755 NumCSQs: 0 AgentExtension: 2007 AgentID: agt2007 NextAgentState: 65535 |
Yes | No | Yes | Yes | |
MsgType: CALL_CONNECTION_CLEARED_EVENT ConnectionDeviceType: 0 CallID: 16777533 ReleasingingDeviceType: 76 LocalConnectionState: 65535 EventCause: 65535 ConnectionDeviceID: 2007 ReleasingDeviceID: 2007 |
Yes | No | Yes | Yes | |
MsgType: CALL_CLEARED_EVENT ConnectionDeviceType: 0 CallID: 16777533 LocalConnectionState: 0 EventCause: 1014 ConnectionDeviceID: 2005 |
Yes | No | No | No | |
MsgType: END_CALL_EVENT ConnectionDeviceType: 0 ConnectionCallID: 16777533 ConnectionDeviceID: |
Yes | No | No | No | The call is terminated. |
In this example message flow, an Agent 2006 consults Agent 2007 to make a conferenced call. The call events in this message flow are similar to those in a consult-transfer up to the point before agent 2006 initiatates the conference.
Note | For each of the tables in this section, the value in the Caller 2005 column is Yes if extension 2005 is a logged in agent, No if extension 2005 is not a logged in agent. |
Agent 2006 consults Agent 2007.
Server sends the following message(s) | Message(s) received by | Notes | |||
---|---|---|---|---|---|
Bridge mode clients | Agent mode 2006 | Agent mode 2007 | Caller 2005 | ||
MsgType: CALL_DATA_UPDATE_EVENT NumCTIClients: 0 NumNamedVars: 0 NumNamedArrays: 0 CallType: 15 ConnectionDeviceType: 0 CallID: 16777539 CalledPartyDisposition: 0 ConnectionDeviceID: 2005 ... |
Yes | No | Yes | Yes | |
MsgType: CALL_CONFERENCED_EVENT PrimaryDeviceType: 0 PrimaryCallID: 16777507 NumParties: 3 SecondaryDeviceType: 0 SecondaryCallID: 16777541 ControllerDeviceType: 76 AddedPartyDeviceType: 76 LocalConnectionState: 3 EventCause: 17 PrimaryDeviceID: 2006 SecondaryDeviceID: 2007 ControllerDeviceID: 2006 AddedDeviceID: 2007 ConnectedPartyDCallID[0]: 16777539 ConnectedPartyDeviceType[0]: 0 ConnectedPartyDeviceID[0]: 2005 ConnectedPartyDCallID[1]: 16777539 ConnectedPartyDeviceType[1]: 0 ConnectedPartyDeviceID[1]: 2006 ConnectedPartyDCallID[2]: 16777539 ConnectedPartyDeviceType[2]: 0 ConnectedPartyDeviceID[2]: 2007 |
Yes | Yes | Yes | Yes | The original call and the consult call are merged. The original call ID is used to identify the conferenced call. |
MsgType: CALL_CONNECTION_CLEARED_EVENT ConnectionDeviceType: 0 CallID: 16777541 ReleasingingDeviceType: 76 LocalConnectionState: 65535 EventCause: 65535 ConnectionDeviceID: 2006 ReleasingDeviceID: 2006 |
Yes | Yes | Yes | No | The consult call is cleared at extension 2006. |
MsgType: CALL_ESTABLISHED_EVENT ConnectionDeviceType: 0 CallID: 16777539 ApplicationID: -1 CSQID: 1 AnsweringDeviceType: 65535 CallingDeviceType: 76 CalledDeviceType: 65535 LastRedirectedDeviceType: 76 LocalConnectionState: 3 EventCause: 22 ConnectionDeviceID: 2005 AnsweringDeviceID: Unknown CallingDeviceID: 2005 CalledDeviceID: Unknown LastRedirectedDeviceID: 2006 |
Yes | Yes | Yes | Yes | |
MsgType: CALL_CONNECTION_CLEARED_EVENT ConnectionDeviceType: 0 CallID: 16777541 ReleasingingDeviceType: 76 LocalConnectionState: 65535 EventCause: 65535 ConnectionDeviceID: 2007 ReleasingDeviceID: 2007 |
Yes | No | Yes | No | |
MsgType: CALL_CLEARED_EVENT ConnectionDeviceType: 0 CallID: 16777541 LocalConnectionState: 0 EventCause: 1014 ConnectionDeviceID: 2006 |
YYeses | No | No | No | |
MsgType: END_CALL_EVENT ConnectionDeviceType: 0 ConnectionCallID: 16777541 ConnectionDeviceID: |
Yes | No | No | No | Consult call is deleted. |
Agent 2005 ends the call.
Server sends the following message(s) | Message(s) received by | Notes | |||
---|---|---|---|---|---|
Bridge mode clients | Agent mode 2006 | Agent mode 2007 | Caller 2005 | ||
MsgType: CALL_CONNECTION_CLEARED_EVENT ConnectionDeviceType: 0 CallID: 16777539 ReleasingingDeviceType: 76 LocalConnectionState: 65535 EventCause: 65535 ConnectionDeviceID: 2005 ReleasingDeviceID: 2005 |
Yes | Yes | Yes | Yes |
Agent 2006 ends the call.
Server sends the following message(s) | Message(s) received by | Notes | |||
---|---|---|---|---|---|
Bridge mode clients | Agent mode 2006 | Agent mode 2007 | Caller 2005 | ||
MsgType: AGENT_STATE_EVENT CSQState: 3 StateDuration: 0 CSQID: -1 AgentState: 3 EventReasonCode: 0 NumCSQs: 0 AgentExtension: 2006 AgentID: agt2006 NextAgentState: 65535 |
Yes | Yes | No | No | |
MsgType: CALL_CONNECTION_CLEARED_EVENT ConnectionDeviceType: 0 CallID: 16777539 ReleasingingDeviceType: 76 LocalConnectionState: 65535 EventCause: 65535 ConnectionDeviceID: 2006 ReleasingDeviceID: 2006 |
Yes | Yes | Yes | No | |
MsgType: CALL_CONNECTION_CLEARED_EVENT ConnectionDeviceType: 0 CallID: 16777539 ReleasingingDeviceType: 76 LocalConnectionState: 65535 EventCause: 65535 ConnectionDeviceID: 2007 ReleasingDeviceID: 2007 |
Yes | No | Yes | No | |
MsgType: CALL_CLEARED_EVENT ConnectionDeviceType: 0 CallID: 16777539 LocalConnectionState: 0 EventCause: 1014 ConnectionDeviceID: 2005 |
Yes | No | No | No | |
MsgType: END_CALL_EVENT ConnectionDeviceType: 0 ConnectionCallID: 16777539 ConnectionDeviceID: |
Yes | No | No | No |
The agent is reserved.
Server sends the following message(s) |
|
---|---|
MsgType: AGENT_STATE_EVENT CSQState: RESERVED StateDuration: 0 CSQID: N/A AgentState: RESERVED |
EventReasonCode: 0 NumCSQs: 0 AgentID: chli4020 AgentExtension: 4020 |
Unified CCX creates a reservation call.
Server sends the following message(s) | |
---|---|
MsgType: BEGIN_CALL_EVENT NumCTIClients: 0 NumNamedVariables: 8 NumNamedArrays: 0 CallType: CALLTYPE_RESERVATION ConnectionDeviceType: CONNECTION_ID_STATIC ConnectionCallID: 16800097 CalledPartyDisposition: CD_INVALID ConnectionDeviceID: 420 |
ExpandedCallContxt: <TotalBytes: 161> BACampaign: LoadCamp BACampaignID: BAStatus: DO BAResponse: user.layout: OODefault BAAccountNumber: AC111 BADialedListID: 20779 BABuddyName: John,Doe |
MsgType: CALL_DELIVERED_EVENT: CallID: 16800097 LocalConnectionState: LCS_ALERTIN AlertingDevice: 4020 |
ConnectionDeviceID: 4020 CalledDeviceID: 4020 EventCause: CEC_NEW_CALL |
The agent accepts the customer contact through the SET_CALL_DATA_REQ mesage with BAResponse = Accept.
Note | This message is not listed here since the outbound example call flows displayed here only show the server generated messages, and not the agent generated messages. |
Unified CCX responds to the accept with a Call_DATA_UPDATE_EVENT message indicating the agent accepts the reservation call.
Server sends the following message(s) | |
---|---|
MsgType: CALL_DATA_UPDATE_EVENT NumCTIClients: 0 NumNamedVariables: 1 NumNamedArrays: 0 CallType: CALLTYPE_RESERVATION ConnectionDeviceType: CONNECTION_ID_STATIC ConnectionCallID: 16800096 NewConnectionDeviceType: CONNECTION_ID_STATIC NewConnectionCallID: 16800096 |
CalledPartyDisposition: CD_INVALID CampaignID: 0 QueryRuleID: 0 ConnectionDeviceID: 4020 NewConnectionDeviceID: 4020 ExpandedCallContxt: <TotalBytes: 20> BAResponse: Accept CustomerPhoneNumber: CustomerAccountNumber: |
Unified CCX makes a call from the agent phone to the customer. Notice that this call ID is different from the reservation call ID.
Server sends the following message(s) | |
---|---|
MsgType:BEGIN_CALL_EVENT NumCTIClients: 0 NumNamedVariables: 10 NumNamedArrays: 0 CallType: CALLTYPE_PREVIEW ConnectionDeviceType: CONNECTION_ID_STATIC ConnectionCallID: 16800096 CalledPartyDisposition: CD_INVALID ConnectionDeviceID: 4020 DialedNumber: 4022 ExpandedCallContxt: <TotalBytes: 211> |
BACampaign: LoadCamp BACampaignID: 2 BATimeZone: -00360 BAResponse: Accept BAStatus: CO BACustomerNumber: 4022 user.layout: OODefault BAAccountNumber: AC111 BADialedListID: 20779 BABuddyName: John,Doe |
The reservation call is terminated.
Server sends the following message(s) | |
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MsgType: CALL_CONNECTION_CLEARED_EVENT ConnectionDeviceType: CONNECTION_ID_STATIC ConnectionCallID: 16800097 ReleasingDeviceType: DEVID_AGENT_DEVICE_IDENTIFIER |
LocalConnectionState: LCS_NONE EventCause: CEC_NONE ConnectionDeviceID: 4020 ReleasingDeviceID: 4020 |
MsgType: CALL_CLEARED_EVENT ConnectionDeviceType: CONNECTION_ID_STATIC ConnectionCallID: 1680097 |
LocalConnectionState: LCS_NULL EventCause: CEC_NONE ConnectionDeviceID: 4020 |
MsgType: END_CALL_EVENT ConnectionDeviceType: CONNECTION_ID_STATIC |
ConnectionCallID: 16800097 ConnectionDeviceID: |
This message indicates that the preview call has started. Noticed the BAStatus is changed to CO and the CallType is changed to Preview.
Server sends the following message(s) | |
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MsgType: CALL_DATA_UPDATE_EVENT NumCTIClients: 0 NumNamedVariables: 10 NumNamedArrays: 0 CallType: CALLTYPE_PREVIEW ConnectionDeviceType: CONNECTION_ID_STATIC ConnectionCallID: 16800096 NewConnectionDeviceType: CONNECTION_ID_STATIC NewConnectionCallID: 16800096 CalledPartyDisposition: CD_INVALID CampaignID: 0 QueryRuleID: 0 ConnectionDeviceID: 4020 NewConnectionDeviceID: 4020 |
ExpandedCallContxt: <TotalBytes: 211> BACampaign: LoadCamp BACampaignID: 2 BATimeZone: -00360 BAResponse: Accept BAStatus: CO BACustomerNumber: 4022 user.layout: OODefault BAAccountNumber: AC111 BADialedListID: 20779 BABuddyName: John,Doe CustomerPhoneNumber: CustomerAccountNumber: |
Call events as a result of call control activities.
Server sends the following message(s) | |
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MsgType: CALL_DATA_UPDATE_EVENT NumCTIClients: 0 NumNamedVariables: 1 NumNamedArrays: 0 CallType: CALLTYPE_PREVIEW ConnectionDeviceType: CONNECTION_ID_STATIC ConnectionCallID: 16800096 NewConnectionDeviceType: CONNECTION_ID_STATIC NewConnectionCallID: 16800096 |
CalledPartyDisposition: CD_INVALID CampaignID: 0 QueryRuleID: 0 ConnectionDeviceID: 4020 NewConnectionDeviceID: 4020 ExpandedCallContxt: <TotalBytes: 14> BAStatus: CO CustomerPhoneNumber: |
MsgType: CALL_DATA_UPDATE_EVENT NumCTIClients: 0 NumNamedVariables: 1 NumNamedArrays: 0 CallType: CALLTYPE_PREVIEW ConnectionDeviceType: CONNECTION_ID_STATIC ConnectionCallID: 16800096 NewConnectionDeviceType: CONNECTION_ID_STATIC NewConnectionCallID: 16800096 |
CalledPartyDisposition: CD_INVALID CampaignID: 0 QueryRuleID: 0 ConnectionDeviceID: 4020 NewConnectionDeviceID: 4020 ExpandedCallContxt: <TotalBytes: 20> BATimeZone: -00360 CustomerPhoneNumber: |
MsgType: CALL_DATA_UPDATE_EVENT NumCTIClients: 0 NumNamedVariables: 1 NumNamedArrays: 0 CallType: CALLTYPE_PREVIEW ConnectionDeviceType: CONNECTION_ID_STATIC ConnectionCallID: 16800096 NewConnectionDeviceType: CONNECTION_ID_STATIC NewConnectionCallID: 16800096 |
CalledPartyDisposition: CD_INVALID CampaignID: 0 QueryRuleID: 0 ConnectionDeviceID: 4020 NewConnectionDeviceID: 4020 ExpandedCallContxt: <TotalBytes: 24> BACustomerNumber: 4022 CustomerPhoneNumber: |
MsgType: CALL_SERVICE_INITIATED_EVENT ConnectionDeviceType: CONNECTION_ID_STATIC ConnectionCallID: 16800096 ApplicationID: N/A CSQID: N/A |
CallingDeviceType: DEVID_AGENT_DEVICE_IDENTIFIER LocalConnectionState: LCS_INITIATE EventCause: CEC_NONE ConnectionDeviceID: 4020 CallingDeviceID: 4020 |
MsgType: AGENT_STATE_EVENT CSQState: TALKING StateDuration: 0 CSQID: N/A AgentState: TALKING |
EventReasonCode: 0 NumCSQs: 0 AgentID: chli4020 AgentExtension: 4020 NextAgentState: 5 |
MsgType: CALL_ORIGINATED_EVENT ConnectionDeviceType: CONNECTION_ID_STATIC ConnectionCallID: 16800096 ApplicationID: N/A CSQID: N/A CallingDeviceType: DEVID_AGENT_DEVICE_IDENTIFIER |
CalledDeviceType: DEVID_DEVICE_IDENTIFIER LocalConnectionState: LCS_INITIATE EventCause: CEC_NONE ConnectionDeviceID: 4020 CallingDeviceID: 4020 CalledDeviceID: 4022 |
MsgType: CALL_ESTABLISHED_EVENT ConnectionDeviceType: CONNECTION_ID_STATIC ConnectionCallID: 16800096 ApplicationID: N/A CSQID: N/A AnsweringDeviceType: DEVID_NONE CallingDeviceType: DEVID_AGENT_DEVICE_IDENTIFIER CalledDeviceType: DEVID_NONE |
LastRedirectDeviceType: DEVID_NONE LocalConnectionState: LCS_CONNECT EventCause: CEC_NEW_CALL ConnectionDeviceID: 4020 AnsweringDeviceID: Unknown CallingDeviceID: 4020 CalledDeviceID: Unknown |
The outbound call is terminated.
Server sends the following message(s) | |
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MsgType: CALL_CONNECTION_CLEARED_EVENT ConnectionDeviceType: CONNECTION_ID_STATIC ConnectionCallID: 16800096 ReleasingDeviceType: DEVID_AGENT_DEVICE_IDENTIFIER |
LocalConnectionState: LCS_NONE EventCause: CEC_NONE ConnectionDeviceID: 4020 ReleasingDeviceID: 4020 |
MsgType: AGENT_STATE_EVENT CSQState: WORK_NOT_READY StateDuration: 0 CSQID: N/A AgentState: WORK_NOT_READY |
EventReasonCode: 0 NumCSQs: 0 AgentID: chli4020 AgentExtension: 4020 |
MsgType: CALL_CLEARED_EVENT ConnectionDeviceType: CONNECTION_ID_STATIc ConnectionCallID: 16800096 |
LocalConnectionState: LCS_NULL EventCause: CECX_DROP_HANDLED_OTHER ConnectionDeviceID: 4020 |
The agent skips the contact. The agent sets BAResponse = Skip, and the server replies as follows.
Server sends the following message(s) |
|
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MsgType: AGENT_STATE_EVENT CSQState: AVAILABLEState Duration: 0 CSQID: N/A AgentState: AVAILABLE |
EventReasonCode: 0 NumCSQs: 0 AgentID: chli4020 AgentExtension: 4020 |
MsgType: END_CALL_EVENT ConnectionDeviceType: CONNECTION_ID_STATIC |
ConnectionCallID: 16800095 ConnectionDeviceID: |
The agent becomes available.
Server sends the following message(s) |
|
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MsgType: CALL_DATA_UPDATE_EVENT NumCTIClients: 0 NumNamedVariables: 1 NumNamedArrays: 0 CallType: CALLTYPE_RESERVATION ConnectionDeviceType: CONNECTION_ID_STATIC ConnectionCallID: 16800098 NewConnectionDeviceType: CONNECTION_ID_STATIC NewConnectionCallID: 16800098 CalledPartyDisposition: CD_INVALID |
CampaignID: 0 QueryRuleID: 0 ConnectionDeviceID: 4020 NewConnectionDeviceID: 4020 ExpandedCallContxt: <TotalBytes: 18> BAResponse: Skip CustomerPhoneNumber: CustomerAccountNumber: |
MsgType: AGENT_STATE_EVENT CSQState: AVAILABLE StateDuration: 0 CSQID: N/A AgentState: AVAILABLE |
EventReasonCode: 0 NumCSQs: 0 AgentID: chli4020 AgentExtension: 4020 |
The reservation call is cleared.
Server sends the following message(s) |
|
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MsgType: CALL_CONNECTION_CLEARED_EVENT ConnectionDeviceType: CONNECTION_ID_STATIC ConnectionCallID: 16800099 ReleasingDeviceType: DEVID_AGENT_DEVICE_IDENTIFIER |
LocalConnectionState: LCS_NONE EventCause: CEC_NONE ConnectionDeviceID: 4020 ReleasingDeviceID: 4020 |
MsgType: CALL_CLEARED_EVENT ConnectionDeviceType: CONNECTION_ID_STATIC ConnectionCallID: 16800099 |
LocalConnectionState: LCS_NULL EventCause: CEC_NONE ConnectionDeviceID: 4020 |
MsgType: END_CALL_EVENT ConnectionDeviceType: CONNECTION_ID_STATIC |
ConnectionCallID: 16800099 ConnectionDeviceID: |
The agent sets BAResponse = Reject and the server responds as follows.
Server sends the following message(s) |
|
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MsgType: CALL_DATA_UPDATE_EVENT NumCTIClients: 0 NumNamedVariables: 1 NumNamedArrays: 0 CallType: CALLTYPE_RESERVATION ConnectionDeviceType: CONNECTION_ID_STATIC ConnectionCallID: 16800100 NewConnectionDeviceType: CONNECTION_ID_STATIC NewConnectionCallID: 16800100 |
CalledPartyDisposition: CD_INVALID CampaignID: 0 QueryRuleID: 0 ConnectionDeviceID: 4020 NewConnectionDeviceID: 4020 ExpandedCallContxt: <TotalBytes: 20> BAResponse: Reject CustomerPhoneNumber: CustomerAccountNumber: |
MsgType: CALL_CONNECTION_CLEARED_EVENT ConnectionDeviceType: CONNECTION_ID_STATIC ConnectionCallID: 16800101 ReleasingDeviceType: DEVID_AGENT_DEVICE_IDENTIFIER |
LocalConnectionState: LCS_NONE EventCause: CEC_NONE ConnectionDeviceID: 4020 ReleasingDeviceID: 4020 |
The reservation call is cleared.
Server sends the following message(s) |
|
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MsgType: CALL_CLEARED_EVENT ConnectionDeviceType: CONNECTION_ID_STATIC ConnectionCallID: 16800101 |
LocalConnectionState: LCS_NULL EventCause: CEC_NONE ConnectionDeviceID: 4020 |
MsgType: END_CALL_EVENT ConnectionDeviceType: CONNECTION_ID_STATIC |
ConnectionCallID: 16800101 ConnectionDeviceID: |