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Cisco has defined the following application level interfaces between the CTI Server and a CTI client.
This service provides real-time call and agent state change, and status information related to a specific ACD agent position, to a CTI client.
This service provides real-time call and agent state change, and status information for all ACD calls and agent positions, to a CTI client.
This service lets a CTI client dynamically change the list of calls and devices that it wishes to receive call and agent state change messages for.
This service lets a CTI client receive notifications whenever any other CTI Client session is opened or closed. This service also enables the CTI Client to monitor the activity of other CTI Client sessions.
This service lets a CTI client perform agent supervisory functions.
This service lets a CTI client modify certain variable parts of the call state while a call is active.
This service informs CTI clients of significant Peripheral Gateway events.
This service monitors the CTI client connection and generates alarm events whenever the CTI client connection is established or terminated.
This service permits direct control of agent state (such as the ACD sign-in and sign-out). It also controls of inbound and outbound calls from the CTI client application.
This service enables the CTI Server to register a service that it wishes to provide.
You specify which levels you want in the ServicesRequested field of the OPEN_REQ message.
The Client Events service is the heart of the CTI Interface. This service sends unsolicited messages to CTI clients when the peripheral reports that a call event or agent state change for the CTI client’s phone occurred. You receive these messages if you set the CTI_SERVICE_CLIENT_EVENTS bit in the ServicesRequested field of the OPEN_REQ message. There are no request or confirmation messages associated with unsolicited events.
Call Event messages are modeled after the CSTA messaging conventions. Call Events messages, in general, follow the CSTA naming conventions and event paradigms but use a simpler set of data types than those defined by CSTA.
Every call is announced to the CTI client with an unsolicited BEGIN_CALL_EVENT message. The CTI Server sends this message when the CTI Server assigns the client to an incoming call. The message provides the initial call context data. More call and agent state events are then sent to the client as the call is handled. The events depend on the type of ACD involved and the treatment that the call receives. Finally, an END_CALL_EVENT message is sent to the CTI client when its association with a call is dissolved, as shown in this figure:
The content of most of the Call Event message is event-specific and, often, peripheral-specific. Some ACDs may not provide all these events.
For peripheral-specific Call Event message information, see the CTI OS Developer Guide for Cisco Unified ICM/Contact Center Enterprise at http://www.cisco.com/c/en/us/support/customer-collaboration/computer-telephony-integration-option/products-programming-reference-guides-list.html.
The relative order of call event messages and any corresponding agent state change event messages is not specified. An agent state event message for an agent in the “talking” state, for example, can be sent before or after the corresponding call established event message.
This table lists the Client Events service messages.
Message |
When Sent to CTI Client |
---|---|
BEGIN_CALL_EVENT |
When the CTI Server associates a call with the CTI client |
END_CALL_EVENT |
When CTI Server dissolves association between a call and the CTI Client |
CALL_DATA_UPDATE_EVENT |
When call context data changes |
CALL_DELIVERED_EVENT |
When a call arrives at the agent’s phone or when an inbound ACD trunk is seized and the client has the All Events service enabled |
CALL_ESTABLISHED_EVENT |
When a call is answered at the agent’s phone |
CALL_HELD_EVENT |
When a call is placed on hold at the agent’s phone |
CALL_RETRIEVED_EVENT |
When a call previously placed on hold at the agent’s phone is resumed |
CALL_CLEARED_EVENT |
When a call is terminated |
CALL_CONNECTION_CLEARED_EVENT |
When a party drops from a conference call |
CALL_ORIGINATED_EVENT |
Sent to CTI client upon initialization of a call from the peripheral |
CALL_FAILED_EVENT |
When a call cannot be completed |
CALL_CONFERENCED_EVENT |
When calls are joined into a conference call |
CALL_TRANSFERRED_EVENT |
When a call is transferred to another destination |
CALL_DIVERTED_EVENT |
When a call is removed from a previous delivery target |
CALL_SERVICE_INITIATED_EVENT |
When telecommunications service is initiated at the agent’s phone |
AGENT_STATE_EVENT |
When an agent’s state changes |
CALL_REACHED_NETWORK_EVENT |
When an outbound call is connected to another network |
CALL_QUEUED_EVENT |
When a call is placed in a queue pending the availability of a resource |
CALL_DEQUEUED_EVENT |
When a call is removed from a queue |
AGENT_PRE_CALL_EVENT |
When a call is routed to Enterprise Agent |
AGENT_PRE_CALL_ABORT_EVENT |
When a call that was previously announced through an AGENT_PRE_CALL_EVENT message cannot be routed as intended |
RTP_STARTED_EVENT |
Indicates that a Real Time Protocol (RTP) media stream has started. |
RTP_STOPPED_EVENT |
Indicates that a Real Time Protocol (RTP) media stream has stopped. |
When the CTI Server associates a call with the CTI client, it sends the client a BEGIN_CALL_EVENT message. This message provides the call ID and the initial call context data. The combination of ConnectionCallID, ConnectionDeviceIDType, and ConnectionDeviceID uniquely identify the call. This message always precedes any other event messages for that call. If any subsequent changes to the call context data occur, the CTI Server sends CALL_DATA_UPDATE_EVENT messages containing the changed call data to the CTI client. There can be multiple calls with the same ConnectionCallID value.
This table defines the format of the BEGIN_CALL_EVENT message.
Field Name |
Value |
Data Type |
Byte Size |
---|---|---|---|
Fixed Part |
|||
MessageHeader |
Standard message header. MessageType = 23. |
MHDR |
8 |
MonitorID |
The Monitor ID of the device or call monitor that sent this message to the client. This is zero if there is no monitor associated with the event (All Events Service). |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the call activity occurred. |
UINT |
4 |
PeripheralType |
The type of the peripheral |
USHORT |
2 |
NumCTIClients |
The number of CTI clients previously associated with this call. This value also indicates the number of CTI client signatures and time stamps in the floating part of the message. |
USHORT |
2 |
NumNamedVariables |
The number of NamedVariable floating fields present in the floating part of the message. |
USHORT |
2 |
NumNamedArrays |
The number of NamedArray floating fields present in the floating part of the message. |
USHORT |
2 |
CallType |
The general classification of the call type |
USHORT |
2 |
ConnectionDeviceIDType |
The type of device ID in the ConnectionDeviceID floating field |
USHORT |
2 |
ConnectionCallID |
The Call ID value assigned to this call by the peripheral or Unified CCE. |
UINT |
4 |
CalledPartyDisposition |
Indicates the disposition of the called party. |
USHORT |
2 |
Floating Part |
|||
ConnectionDeviceID |
The device ID of the device associated with the connection. |
STRING |
64 |
ANI (optional) |
The calling line ID of the caller. |
STRING |
40 |
UserToUserInfo (optional) |
The ISDN user-to-user information element. |
UNSPEC |
131 |
DNIS (optional) |
The DNIS provided with the call. |
STRING |
32 |
DialedNumber (optional) |
The number dialed. |
STRING |
40 |
CallerEnteredDigits (optional) |
The digits entered by the caller in response to IVR prompting. |
STRING |
40 |
RouterCallKeyDay |
Together with the RouterCallKeyCallID field forms the unique 64-bit key for locating this call’s records in the Unified CCE. Only provided for Post-routed and Translation-routed calls. |
UINT |
4 |
RouterCallKeyCallID |
The call key created by Unified CCE. Unified CCE resets this counter at midnight. |
UINT |
4 |
RouterCallKeySequenceNumber |
Together with RouterCallKeyDay and RouterCallKeyCallID fields forms the TaskID |
UINT |
4 |
CallVariable1 (optional) |
Call-related variable data. |
STRING |
41 |
… |
… |
… |
… |
CallVariable10 (optional) |
Call-related variable data. |
STRING |
41 |
CallWrapupData (optional) |
Call-related wrap up data. |
STRING |
40 |
NamedVariable (optional) |
Call-related variable data that has a variable name defined in the Unified CCE. There may be an arbitrary number of NamedVariable and NamedArray fields in the message, subject to a combined total limit of 2000 bytes. |
NAMED VAR |
251 |
NamedArray (optional) |
Call-related variable data that has an array variable name defined in the Unified CCE. There may be an arbitrary number of NamedVariable and NamedArray fields in the message, subject to a combined total limit of 2000 bytes. |
NAMED ARRAY |
252 |
CTIClientSignature |
The Client Signature of a CTI client previously associated with this call. There may be more than one CTIClientSignature field in the message. (See NumCTIClients.) |
STRING |
64 |
CTIClientTimestamp (optional) |
The date and time that the preceding CTIClientSignature was first associated with the call. There may be more than one CTIClientTimestamp field in the message. (See NumCTIClients.) This field always immediately follows the CTIClientSignature field to which it refers. |
TIME |
4 |
CallReferenceID (optional) |
For Unified CCE systems where the Unified CM provides it, this is a unique call identifier. |
UNSPEC |
32 |
The CTI Server sends an END_CALL_EVENT message to the CTI client when the association between a call and the CTI client is dissolved. This message does not necessarily indicate that the subject call has been terminated. The message indicates only that the CTI client is no longer responsible for processing the call and is receiving no further call event messages for the call.
This table defines the format of the END_CALL_EVENT message: defines the format of the END_CALL_EVENT message:
Field Name |
Value |
Data Type |
Byte Size |
---|---|---|---|
Fixed Part |
|||
MessageHeader |
Standard message header. MessageType = 24. |
MHDR |
8 |
MonitorID |
The Monitor ID of the device or call monitor that sent this message to the client. It can also be zero if there is no monitor associated with the event (All Events Service). |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the call activity occurred. |
UINT |
4 |
PeripheralType |
The type of the peripheral. |
USHORT |
2 |
ConnectionDeviceIDType |
The type of device ID in the ConnectionDeviceID floating field. |
USHORT |
2 |
ConnectionCallID |
The Call ID value assigned to the call by the peripheral or Unified CCE. |
UINT |
4 |
Floating Part |
|||
ConnectionDeviceID |
The device ID of the device associated with the connection. |
STRING |
64 |
This message indicates if the agent greeting has started, finished, or failed after the Agent Greeting request has been made. This table defines the format of the message.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 248 |
MHDR |
8 |
MonitorID |
The Monitor ID of the device or call monitor that caused this message to be sent to the client, or zero if there is no monitor associated with the event (All Events Service). |
UINT |
4 |
PeripheralID |
The Peripheral ID of the ACD where the device is located. |
UINT |
4 |
ConnectionDeviceIDType |
The Call ID value assigned to this call by the peripheral. Agent's ACD call ID. |
USHORT |
2 |
ConnectionCallID |
The Call ID value assigned to this call by the peripheral. Agent's ACD call ID. |
UINT |
4 |
EventCode |
EventCode = 0, Greeting has started. EventCode = 1, Greeting has ended with SUCCESS. EventCode = 2, Failed to play the greeting for any reason. |
USHORT |
2 |
PeripheralErrorCode |
Peripheral-specific error data, if EventCode = 2. Zero otherwise. |
UINT |
4 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
ConnectionDeviceID (required) |
The identifier of the connection between the call and the device. |
STRING |
64 |
AgentID (required) |
The agent’s ACD login ID. |
STRING |
12 |
GreetingType (required) |
The greeting type. |
STRING |
32 |
The CTI Server sends a CALL_DATA_UPDATE_EVENT message to the CTI client when changes to the call context data occur. This message contains only the items that have changed. The initial call context is provided in the BEGIN_CALL_EVENT message. This table defines the CALL_DATA_UPDATE_EVENT message.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 25. |
MHDR |
8 |
MonitorID |
The Monitor ID of the device or call monitor that caused this message to be sent to the client, or zero if there is no monitor associated with the event (All Events Service). |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the call is located. |
UINT |
4 |
PeripheralType |
The type of the peripheral. |
USHORT |
2 |
NumCTIClients |
The number of CTI Clients associated with this call. This value also indicates the number of CTI Client signatures and timestamps that are present in the floating part of the message. |
USHORT |
2 |
NumNamedVariables |
The number of NamedVariable floating fields present in the floating part of the message. |
USHORT |
2 |
NumNamedArrays |
The number of NamedArray floating fields present in the floating part of the message. |
USHORT |
2 |
CallType |
The general classification of the call type. |
USHORT |
2 |
ConnectionDevice IDType |
Indicates the type of the connection identifier supplied in the ConnectionDeviceID floating field. |
USHORT |
2 |
ConnectionCallID |
The Call ID value previously assigned to this call by the peripheral or Unified CCE. |
UINT |
4 |
NewConnectionDeviceIDType |
Indicates the type of the connection identifier supplied in the NewConnectionDeviceID floating field. |
USHORT |
2 |
NewConnectionCallID |
The new Call ID value assigned to this call by the peripheral or Unified CCE. |
UINT |
4 |
CalledPartyDisposition |
Indicates the disposition of called party |
USHORT |
2 |
CampaignID |
Campaign ID for value that appears in the Agent Real Time table. Set to zero if not used. |
UINT |
4 |
QueryRuleID |
Query rule ID for value that appears in the Agent Real Time table. Set to zero if not used. |
UINT |
4 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ConnectionDeviceID (required) |
The previous identifier of the call connection. |
STRING |
64 |
NewConnectionDeviceID (required) |
The new identifier of call connection. |
STRING |
64 |
ANI (optional) |
The calling line ID of the caller. |
STRING |
40 |
UserToUserInfo (optional) |
The ISDN user-to-user information element. |
UNSPEC |
131 |
DNIS (optional) |
The DNIS provided with the call. |
STRING |
32 |
DialedNumber (optional) |
The number dialed. |
STRING |
40 |
CallerEnteredDigits (optional) |
The digits entered by the caller in response to IVR prompting. |
STRING |
40 |
RouterCallKeyDay (optional) |
Together with the RouterCallKeyCallID field forms the unique 64-bit key for locating this call’s records in the Unified CCE. Only provided for Post-routed and Translation-routed calls. |
UINT |
4 |
RouterCallKeyCallID (optional) |
The call key created by Unified CCE. Unified CCE resets this counter at midnight. |
UINT |
4 |
RouterCallKey SequenceNumber |
Together with RouterCallKeyDay and RouterCallKeyCallID fields forms the TaskID. |
UINT |
4 |
CallVariable1 (optional) |
Call-related variable data. |
STRING |
41 |
… |
… |
… |
… |
CallVariable10 (optional) |
Call-related variable data. |
STRING |
41 |
CallWrapupData (optional) |
Call-related wrapup data. |
STRING |
40 |
NamedVariable (optional) |
Call-related variable data that has a variable name defined in the Unified CCE. There may be an arbitrary number of Named Variable and NamedArray fields in the message, subject to a combined total limit of 2000 bytes. |
NAMED VAR |
251 |
NamedArray (optional) |
Call-related variable data that has an array variable name defined in the Unified CCE. There may be an arbitrary number of Named Variable and NamedArray fields in the message, subject to a combined total limit of 2000 bytes. |
NAMED ARRAY |
252 |
CustomerPhoneNumber (optional) |
Customer phone number for value that appears in the Agent Real Time table. |
STRING |
20 |
CustomerAccount Number (optional) |
Customer Account Number for value that appears in the Agent Real Time table. |
STRING |
32 |
CTIClientSignature (optional) |
The Client Signature of a CTI Client that was previously associated with this call. There may be more than one CTIClientSignature field in the message (see NumCTIClients). |
STRING |
64 |
CTIClientTimestamp (optional) |
The date and time that the preceding CTI Client signature was first associated with the call. There may be more than one CTIClientTimestamp field in the message (see NumCTIClients). This field always immediately follows the CTIClientSignature field to which it refers. |
TIME |
4 |
CallReferenceID (optional) |
For Unified CCE systems where the Unified CM provides it, this will be a unique call identifier. |
UNSPEC |
32 |
The CTI Server may send a CALL_DELIVERED_EVENT message to the CTI client in two cases:
A call arrives at the agent’s teleset.
An inbound ACD trunk is seized and the client has the All Events service enabled.
The LocalConnectionState field indicates which case applies. This table defines the CALL_DELIVERED_EVENT message.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 9. |
MHDR |
8 |
MonitorID |
The Monitor ID of the device or call monitor that caused this message to be sent to the client, or zero if there is no monitor associated with the event (All Events Service). |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the call activity occurred. |
UINT |
4 |
PeripheralType |
The type of the peripheral. |
USHORT |
2 |
ConnectionDevice IDType |
The type of device ID in the ConnectionDeviceID floating field. |
USHORT |
2 |
ConnectionCallID |
The Call ID value assigned to this call by the peripheral or Unified CCE. |
UINT |
4 |
LineHandle |
When LocalConnectionState is LCS_ALERTING, this field identifies the alerting teleset line, if known. Otherwise this field is set to 0xffff. |
USHORT |
2 |
LineType |
The type of the teleset line in the LineHandle field, if any. Otherwise this field is set to 0xffff. |
USHORT |
2 |
ServiceNumber |
The service that the call is attributed to, as known to the peripheral. May contain the special value NULL_SERVICE when not applicable or not available. |
UINT |
4 |
ServiceID |
The ServiceID of the service that the call is attributed to. May contain the special value NULL_SERVICE when not applicable or not available. |
UINT |
4 |
SkillGroupNumber |
The number of the agent Skill Group the call is attributed to, as known to the peripheral. May contain the special value NULL_SKILL_GROUP when not applicable or not available. Some ACDs ignore this field and/or use the ACD default; see the list immediately following this table. |
UINT |
4 |
SkillGroupID |
The SkillGroupID of the agent SkillGroup the call is attributed to. May contain the special value NULL_SKILL_GROUP when not applicable or not available. |
UINT |
4 |
SkillGroupPriority |
The priority of the skill group, or 0 when skill group priority is not applicable or not available. |
USHORT |
2 |
AlertingDevice Type |
The type of device ID in the AlertingDevic ID floating field. |
USHORT |
2 |
CallingDeviceType |
The type of device ID in the CallingDeviceID floating field. |
USHORT |
2 |
CalledDeviceType |
The type of device ID in the CalledDeviceID floating field. |
USHORT |
2 |
LastRedirect DeviceType |
The type of device ID in the LastRedirectDeviceID floating field. |
USHORT |
2 |
LocalConnection State |
The state of the local end of the connection. When a call is delivered to an agent teleset, the LocalConnectionState will be LCS_ALERTING. |
USHORT |
2 |
EventCause |
A reason for the occurrence of the event. |
USHORT |
2 |
NumNamedVariables |
The number of NamedVariable floating fields present in the floating part of the message. |
USHORT |
2 |
NumNamedArrays |
The number of NamedArray floating fields present in the floating part of the message. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ConnectionDevice ID |
The device ID of the device associated with the connection. |
STRING |
64 |
AlertingDeviceID (optional) |
The device ID of the device that is alerting. |
STRING |
64 |
CallingDeviceID (optional) |
The device ID of the calling device. |
STRING |
64 |
CalledDeviceID (optional) |
The device ID of the originally called device. |
STRING |
64 |
LastRedirect Device ID (optional) |
The device ID of the previously alerted device. |
STRING |
64 |
TrunkNumber (optional) |
The number representing a trunk. |
UINT |
4 |
TrunkGroup Number (optional) |
The number representing a trunk group. |
UINT |
4 |
SecondaryConnectionCallID |
The ID of the consultation Call that Unified Contact Center Express (Unified CCX) placed from the CTI port to the agent device. |
UINT |
4 |
ANI (optional) |
The calling line ID of the caller. |
STRING |
40 |
ANI_II (optional) (V11+) |
ANI II (Intelligent Information) digits—Currently not populated. |
STRING |
2 |
UserToUserInfo (optional) |
The ISDN user-to-user information element. |
UNSPEC |
131 |
DNIS (optional) |
The DNIS provided with the call. |
STRING |
32 |
DialedNumber (optional) |
The number dialed. |
STRING |
40 |
CallerEnteredDigits (optional) |
The digits entered by the caller in response to IVR prompting. |
STRING |
40 |
CallVariable1 (optional) |
Call-related variable data. |
STRING |
41 |
... |
... |
... |
... |
CallVariable10 (optional) |
Call-related variable data. |
STRING |
41 |
CallWrapupData (optional) |
Call-related wrapup data. |
STRING |
40 |
NamedVariable (optional) |
Call-related variable data that has a variable name defined in the Unified CCE. There may be an arbitrary number of NamedVariable and NamedArray fields in the message, subject to a combined total limit of 2000 bytes. |
NAMEDVAR |
251 |
NamedArray (optional) |
Call-related variable data that has an array variable name defined in the Unified CCE. There may be an arbitrary number of NamedVariable and NamedArray fields in the message, subject to a combined total limit of 2000 bytes. |
NAMED ARRAY |
252 |
Skill Group Number field
Following is a list of how various ACDs process the SkillGroupNumber field.
Enterprise Agent, Alcatel, and Avaya Communication Manager (ACM) (if not in EAS mode) require a valid SkillGroupNumber and use it
Avaya Aura ignores the SkillGroupNumber field altogether and uses the ACD default
ACM (in EAS mode) and Aspect process the SkillGroupNumber field in the following fashion:
When a call is answered at the agent’s teleset, the CTI Server may send a CALL_ESTABLISHED_EVENT message to the CTI client. This table defines the CALL_ESTABLISHED_EVENT message:
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 10. |
MHDR |
8 |
MonitorID |
The Monitor ID of the device or call monitor that caused this message to be sent to the client, or zero if there is no monitor associated with the event (All Events Service). |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the call activity occurred. |
UINT |
4 |
PeripheralType |
The type of the peripheral. |
USHORT |
2 |
ConnectionDevice IDType |
The type of device ID in the ConnectionDeviceID floating field. |
USHORT |
2 |
ConnectionCallID |
The Call ID value assigned to this call by the peripheral or Unified CCE. |
UINT |
4 |
LineHandle |
Identifies the teleset line being used. |
USHORT |
2 |
LineType |
The type of the teleset line. |
USHORT |
2 |
ServiceNumber |
The service that the call is attributed to, as known to the peripheral. May contain the special value NULL_SERVICE when not applicable or not available. |
UINT |
4 |
ServiceID |
The ServiceID of the service that the call is attributed to. May contain the special value NULL_ SERVICE when not applicable or not available. |
UINT |
4 |
SkillGroupNumber |
The number of the agent Skill Group the call is attributed to, as known to the peripheral. May contain the special value NULL_SKILL_ GROUP when not applicable or not available. Some ACDs ignore this field and/or use the ACD default; see the list in the CALL_DELIVERED_EVENT section. |
UINT |
4 |
SkillGroupID |
The SkillGroupID of the agent SkillGroup the call is attributed to. May contain the special value NULL_SKILL_GROUP when not applicable or not available. |
UINT |
4 |
SkillGroupPriority |
The priority of the skill group, or 0 when skill group priority is not applicable or not available. |
USHORT |
2 |
AnsweringDevice Type |
The type of device ID in the AnsweringDeviceID floating field. |
USHORT |
2 |
CallingDeviceType |
The type of device ID in the CallingDeviceID floating field. |
USHORT |
2 |
CalledDeviceType |
The type of device ID in the CalledDeviceID floating field. |
USHORT |
2 |
LastRedirect DeviceType |
The type of device ID in the LastRedirect DeviceID floating field. |
USHORT |
2 |
LocalConnection State |
The state of the local end of the connection. |
USHORT |
2 |
EventCause |
A reason for the occurrence of the event. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ConnectionDevice ID |
The device ID of the device associated with the connection. |
STRING |
64 |
AnsweringDevice ID (optional) |
The device ID of the device that answered the call. |
STRING |
64 |
CallingDeviceID (optional) |
The device ID of the calling device. |
STRING |
64 |
CalledDeviceID (optional) |
The device ID of the originally called device. |
STRING |
64 |
LastRedirectDevice ID (optional) |
The device ID of the previously alerted device. |
STRING |
64 |
TrunkNumber (optional) |
The number representing a trunk. |
UINT |
4 |
TrunkGroup Number (optional) |
The number representing a trunk group. |
UINT |
4 |
The CTI Server may send a CALL_HELD_EVENT message to the CTI client when a call is placed on hold at the agent’s teleset. This table defines the CALL_HELD_EVENT message.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 11. |
MHDR |
8 |
MonitorID |
The Monitor ID of the device or call monitor that caused this message to be sent to the client, or zero if there is no monitor associated with the event (All Events Service). |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the call activity occurred. |
UINT |
4 |
PeripheralType |
The type of the peripheral. |
USHORT |
2 |
ConnectionDevice IDType |
The type of device ID in the ConnectionDeviceID floating field. |
USHORT |
2 |
ConnectionCallID |
The Call ID value assigned to this call by the peripheral or Unified CCE. |
UINT |
4 |
HoldingDeviceType |
The type of device ID in the HoldingDeviceID floating field. |
USHORT |
2 |
LocalConnection State |
The state of the local end of the connection. |
USHORT |
2 |
EventCause |
A reason for the occurrence of the event. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ConnectionDevice ID |
The device ID of the device associated with the connection. |
STRING |
64 |
HoldingDeviceID (optional) |
The device ID of the device that activated the hold. |
STRING |
64 |
The CTI Server may send a CALL_RETRIEVED_EVENT message to the CTI client when a call previously placed on hold at the agent’s teleset is resumed.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 12. |
MHDR |
8 |
MonitorID |
The Monitor ID of the device or call monitor that caused this message to be sent to the client, or zero if there is no monitor associated with the event (All Events Service). |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the call activity occurred. |
UINT |
4 |
PeripheralType |
The type of the peripheral. |
USHORT |
2 |
ConnectionDevice IDType |
The type of device ID in the ConnectioDeviceID floating field. |
USHORT |
2 |
ConnectionCallID |
The Call ID value assigned to this call by the peripheral or Unified CCE. |
UINT |
4 |
RetrievingDevice Type |
The type of device ID in the RetrievingDeviceID floating field. |
USHORT |
2 |
LocalConnection State |
The state of the local end of the connection. |
USHORT |
2 |
EventCause |
A reason for the occurrence of the event. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ConnectionDevice ID |
The device ID of the device associated with the connection. |
STRING |
64 |
RetrievingDevice ID (optional) |
The device ID of the device that deactivated hold. |
STRING |
64 |
The CTI Server sends a CALL_CLEARED_EVENT message to the CTI client when a call is terminated, usually when the last device disconnects from a call.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 13. |
MHDR |
8 |
MonitorID |
The Monitor ID of the device or call monitor that caused this message to be sent to the client, or zero if there is no monitor associated with the event (All Events Service). |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the call activity occurred. |
UINT |
4 |
PeripheralType |
The type of the peripheral. |
USHORT |
2 |
ConnectionDevice IDType |
The type of device ID in the ConnectionDeviceID floating field. |
USHORT |
2 |
ConnectionCallID |
The Call ID value assigned to this call by the peripheral or Unified CCE. |
UINT |
4 |
LocalConnection State |
The state of the local end of the connection. |
USHORT |
2 |
EventCause |
A reason for the occurrence of the event. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ConnectionDevice ID |
The device ID of the device associated with the cleared connection. |
STRING |
64 |
The CTI Server may send a CALL_CONNECTION_CLEARED_ EVENT message to the CTI client when a party drops from a conference call.
Fixed Part |
|||||
Field Name |
Value |
Data Type |
Byte Size |
||
MessageHeader |
Standard message header. MessageType = 14. |
MHDR |
8 |
||
MonitorID |
The Monitor ID of the device or call monitor that caused this message to be sent to the client, or zero if there is no monitor associated with the event (All Events Service). |
UINT |
4 |
||
PeripheralID |
The PeripheralID of the ACD where the call activity occurred. |
UINT |
4 |
||
PeripheralType |
The type of the peripheral. |
USHORT |
2 |
||
ConnectionDevice IDType |
The type of device ID in the ConnectionDeviceID floating field. |
USHORT |
2 |
||
ConnectionCallID |
The Call ID value assigned to this call by the peripheral or Unified CCE. |
UINT |
4 |
||
ReleasingDevice Type |
The type of device ID in the ReleasingDeviceID floating field. |
USHORT |
2 |
||
LocalConnection State |
The state of the local end of the connection. |
USHORT |
2 |
||
EventCause |
A reason for the occurrence of the event. |
USHORT |
2 |
||
Floating Part |
|||||
Field Name |
Value |
Data Type |
Max. Size |
||
ConnectionDevice ID |
The device ID of the device associated with the cleared connection. |
STRING |
64 |
||
ReleasingDeviceID (optional) |
The device ID of the device that cleared the connection.
|
STRING |
64 |
The CTI Server may send a CALL_ORIGINATED_EVENT message to the CTI client when the peripheral initiates an outbound call.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 15. |
MHDR |
8 |
MonitorID |
The Monitor ID of the device or call monitor that caused this message to be sent to the client, or zero if there is no monitor associated with the event (All Events Service). |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the call activity occurred. |
UINT |
4 |
PeripheralType |
The type of the peripheral. |
USHORT |
2 |
ConnectionDevice IDType |
The type of device ID in the ConnectionDeviceID floating field. |
USHORT |
2 |
ConnectionCallID |
The Call ID value assigned to this call by the peripheral or Unified CCE. |
UINT |
4 |
LineHandle |
Identifies the teleset line being used. |
USHORT |
2 |
LineType |
The type of the teleset line. |
USHORT |
2 |
ServiceNumber |
The service that the call is attributed to, as known to the peripheral. May contain the special value NULL_SERVICE when not applicable or not available. |
UINT |
4 |
ServiceID |
The ServiceID of the service that the call is attributed to. May contain the special value NULL_ SERVICE when not applicable or not available. |
UINT |
4 |
SkillGroupNumber |
The number of the agent SkillGroup the call is attributed to, as known to the peripheral. May contain the special value NULL_SKILL_ GROUP when not applicable or not available. Some ACDs ignore this field and/or use the ACD default; see the list in the CALL_DELIVERED_EVENT section. |
UINT |
4 |
SkillGroupID |
The SkillGroupID of the agent SkillGroup the call is attributed to. May contain the special value NULL_SKILL_GROUP if not applicable or not available. |
UINT |
4 |
SkillGroupPriority |
The priority of the skill group, or 0 when skill group priority is not applicable or not available. |
USHORT |
2 |
CallingDeviceType |
The type of device ID in the CallingDeviceID floating field. |
USHORT |
2 |
CalledDeviceType |
The type of device ID in the CalledDeviceID floating field. |
USHORT |
2 |
LocalConnection State |
The state of the local end of the connection. |
USHORT |
2 |
EventCause |
A reason for the occurrence of the event. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ConnectionDevice ID |
The device ID of the device associated with the connection. |
STRING |
64 |
CallingDeviceID (optional) |
The device ID of the calling device. |
STRING |
64 |
CalledDeviceID (optional) |
The device ID of the originally called device. |
STRING |
64 |
The CTI Server may send a CALL_FAILED_EVENT message to the CTI client when a call cannot be completed.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 16. |
MHDR |
8 |
MonitorID |
The Monitor ID of the device or call monitor that caused this message to be sent to the client, or zero if there is no monitor associated with the event (All Events Service). |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the call activity occurred. |
UINT |
4 |
PeripheralType |
The type of the peripheral. |
USHORT |
2 |
ConnectionDevice IDType |
The type of device ID in the ConnectionDeviceID floating field. |
USHORT |
2 |
ConnectionCallID |
The Call ID value assigned to this call by the peripheral or Unified CCE. |
UINT |
4 |
FailingDeviceType |
The type of device ID in the FailingDeviceID floating field. |
USHORT |
2 |
CalledDeviceType |
The type of device ID in the CalledDeviceID floating field. |
USHORT |
2 |
LocalConnection State |
The state of the local end of the connection. |
USHORT |
2 |
EventCause |
A reason for the occurrence of the event. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ConnectionDevice ID |
The device ID of the device associated with the connection. |
STRING |
64 |
FailingDeviceID (optional) |
The device ID of the failing device. |
STRING |
64 |
CalledDeviceID (optional) |
The device ID of the called device. |
STRING |
64 |
The CTI Server may send a CALL_CONFERENCED_EVENT message to the CTI client when calls are joined into a conference call.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 17. |
MHDR |
8 |
MonitorID |
The Monitor ID of the device or call monitor that caused this message to be sent to the client, or zero if there is no monitor associated with the event (All Events Service). |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the call activity occurred. |
UINT |
4 |
PeripheralType |
The type of the peripheral. |
USHORT |
2 |
PrimaryDeviceIDType |
The type of device ID in the PrimaryDeviceID floating field. |
USHORT |
2 |
PrimaryCallID |
The Call ID value assigned to the primary call by the peripheral or Unified CCE. |
UINT |
4 |
LineHandle |
The teleset line being used. |
USHORT |
2 |
LineType |
The type of the teleset line. |
USHORT |
2 |
SkillGroupNumber |
The number of the agent SkillGroup the call is attributed to, as known to the peripheral. May contain the special value NULL_SKILL_ GROUP when not applicable or not available. Some ACDs ignore this field and/or use the ACD default; see the list in the CALL_DELIVERED_EVENT section. |
UINT |
4 |
SkillGroupID |
The SkillGroupID of the agent SkillGroup the call is attributed to. May contain the special value NULL_SKILL_ GROUP when not applicable or not available. |
UINT |
4 |
SkillGroupPriority |
The priority of the skill group, or 0 when skill group priority is not applicable or not available. |
USHORT |
2 |
NumParties |
The number of active connections associated with this conference call, up to a maximum of 16. This value also indicates the number of ConnectedParty CallID, ConnectedParty DeviceIDType, and ConnectedPartyDeviceID floating fields in the floating part of the message. |
USHORT |
2 |
SecondaryDevice IDType |
The type of device ID in the SecondaryDeviceID floating field. |
USHORT |
2 |
SecondaryCallID |
The Call ID value assigned to the secondary call by the peripheral or Unified CCE. |
UINT |
4 |
ControllerDeviceType |
The type of device ID in the ControllerDeviceID floating field. |
USHORT |
2 |
AddedPartyDeviceType |
The type of device ID in the AddedPartyDeviceID floating field. |
USHORT |
2 |
LocalConnectionState |
The state of the local end of the connection. |
USHORT |
2 |
EventCause |
A reason for the occurrence of the event. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
PrimaryDeviceID |
The device ID of the device associated with the primary call connection. |
STRING |
64 |
SecondaryDeviceID |
The device ID of the device associated with the secondary call connection. |
STRING |
64 |
ControllerDeviceID (optional) |
The device ID of the conference controller device. |
STRING |
64 |
AddedPartyDeviceID (optional) |
The device ID of the device added to the call. |
STRING |
64 |
ConnectedPartyCallID (optional) |
The Call ID value assigned to one of the conference call parties. There may be more than one Connected Party CallID field in the message (see NumParties). |
UINT |
4 |
ConnectedPartyDevice IDType (optional) |
The type of device ID in the following ConnectedParty DeviceID floating field. There may be more than one Connected PartyDevice IDType field in the message (see NumParties). This field always immediately follows the corresponding Connected PartyCallID field. |
USHORT |
2 |
ConnectedParty DeviceID (optional) |
The device identifier of one of the conference call parties. There may be more than one ConnectedParty DeviceID field in the message (see NumParties). This field always immediately follows the corresponding Connected PartyDeviceIDType field. |
STRING |
64 |
The CTI Server may send a CALL_TRANSFERRED_EVENT message to the CTI client when a call is transferred to another destination.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 18. |
MHDR |
8 |
MonitorID |
The Monitor ID of the device or call monitor that caused this message to be sent to the client, or zero if there is no monitor associated with the event (All Events Service). |
UINT |
4 |
PeripheralID |
The Unified CCE PeripheralID of the ACD where the call activity occurred. |
UINT |
4 |
PeripheralType |
The type of the peripheral. |
USHORT |
2 |
PrimaryDeviceIDType |
The type of device ID in the PrimaryDeviceID floating field. |
USHORT |
2 |
PrimaryCallID |
The Call ID value assigned to the primary call by the peripheral or Unified CCE. |
UINT |
4 |
LineHandle |
Identifies the teleset line being used. |
USHORT |
2 |
LineType |
The type of the teleset line. |
USHORT |
2 |
SkillGroupNumber |
The number of the agent Skill Group the call is attributed to, as known to the peripheral. May contain the special value NULL_SKILL_GROUP when not applicable or not available. Some ACDs ignore this field and/or use the ACD default; see the list in the CALL_DELIVERED_EVENT section. |
UINT |
4 |
SkillGroupID |
The SkillGroupID of the agent SkillGroup the call is attributed to. May contain the special value NULL_SKILL_ GROUP when not applicable or not available. |
UINT |
4 |
SkillGroupPriority |
The priority of the skill group, or 0 when skill group priority is not applicable or not available. |
USHORT |
2 |
NumParties |
The number of active connections associated with this conference call, up to a maximum of 16. This value also indicates the number of ConnectedParty CallID, ConnectedParty DeviceID Type, and ConnectedParty DeviceID floating fields in the floating part of the message. |
USHORT |
2 |
SecondaryDevice IDType |
The type of device ID in the SecondaryDeviceID floating field. |
USHORT |
2 |
SecondaryCallID |
The Call ID value assigned to the secondary call by the peripheral or Unified CCE. |
UINT |
4 |
TransferringDeviceType |
The type of device ID in the TransferringDeviceID floating field. |
USHORT |
2 |
TransferredDeviceType |
The type of device ID in the TransferredDeviceID floating field. |
USHORT |
2 |
LocalConnectionState |
The state of the local end of the connection. |
USHORT |
2 |
EventCause |
A reason for the occurrence of the event. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
PrimaryDeviceID |
The device ID of the device associated with the primary call connection. |
STRING |
64 |
SecondaryDeviceID |
The device ID of the device associated with the secondary call connection. |
STRING |
64 |
TransferringDeviceID (optional) |
The device ID of the device that transferred the call. |
STRING |
64 |
TransferredDeviceID (optional) |
The device ID of the device to which the call was transferred. |
STRING |
64 |
ConnectedPartyCallID (optional) |
The Call ID value assigned to one of the call parties. There may be more than one ConnectedPartyCallID field in the message (see NumParties). |
UINT |
4 |
ConnectedPartyDevice IDType (optional) |
The type of device ID in the following ConnectedParty DeviceID floating field. There may be more than one ConnectedParty DeviceIDType field in the message (see NumParties). This field always immediately follows the corresponding Connected PartyCallID field. |
USHORT |
2 |
ConnectedParty DeviceID (optional) |
The device identifier of one of the call parties. There may be more than one ConnectedParty Device ID field in the message (see NumParties). This field always immediately follows the corresponding Connected PartyDevice IDType field. |
STRING |
64 |
The CTI Server may send a CALL_DIVERTED_EVENT message to the CTI client when a call is removed from a previous delivery target.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 19. |
MHDR |
8 |
MonitorID |
The Monitor ID of the device or call monitor that caused this message to be sent to the client, or zero if there is no monitor associated with the event (All Events Service). |
UINT |
4 |
PeripheralID |
The Unified CCE PeripheralID of the ACD where the call activity occurred. |
UINT |
4 |
PeripheralType |
The type of the peripheral. |
USHORT |
2 |
ConnectionDevice IDType |
The type of device ID in the ConnectionDeviceID floating field. |
USHORT |
2 |
ConnectionCallID |
The Call ID value assigned to this call by the peripheral or Unified CCE. |
UINT |
4 |
ServiceNumber |
The service that the call is attributed to, as known to the peripheral. May contain the special value NULL_ SERVICE when not applicable or not available. |
UINT |
4 |
ServiceID |
The ServiceID of the service that the call is attributed to. May contain the special value NULL_ SERVICE when not applicable or not available. |
UINT |
4 |
DivertingDeviceType |
The type of device ID in the DivertingDeviceID floating field. |
USHORT |
2 |
CalledDeviceType |
The type of device ID in the CalledDeviceID floating field. |
USHORT |
2 |
LocalConnectionState |
The state of the local end of the connection. |
USHORT |
2 |
EventCause |
A reason for the occurrence of the event. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ConnectionDeviceID |
The device ID of the device associated with the connection. |
STRING |
64 |
DivertingDeviceID (optional) |
The device ID of the device from which the call was diverted. |
STRING |
64 |
CalledDeviceID (optional) |
The device ID of the device to which the call was diverted. |
STRING |
64 |
The CTI Server may send a CALL_SERVICE_INITIATED_EVENT message to the CTI client upon the initiation of telecommunications service (“dial tone”) at the agent’s teleset.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 20. |
MHDR |
8 |
MonitorID |
The Monitor ID of the device or call monitor that caused this message to be sent to the client, or zero if there is no monitor associated with the event (All Events Service). |
UINT |
4 |
PeripheralID |
The Unified CCE PeripheralID of the ACD where the call activity occurred. |
UINT |
4 |
PeripheralType |
The type of the peripheral. |
USHORT |
2 |
ConnectionDevice IDType |
The type of device ID in the ConnectionDeviceID floating field. |
USHORT |
2 |
ConnectionCallID |
The Call ID value assigned to this call by the peripheral or Unified CCE. |
UINT |
4 |
LineHandle |
Identifies the teleset line being used. |
USHORT |
2 |
LineType |
The type of the teleset line. |
USHORT |
2 |
ServiceNumber |
The service that the call is attributed to, as known to the peripheral. May contain the special value NULL_SERVICE when not applicable or not available. |
UINT |
4 |
ServiceID |
The ServiceID of the service that the call is attributed to. May contain the special value NULL_SERVICE when not applicable or not available. |
UINT |
4 |
SkillGroupNumber |
The number of the agent SkillGroup the call is attributed to, as known to the peripheral. May contain the special value NULL_SKILL_GROUP when not applicable or not available. Some ACDs ignore this field and/or use the ACD default; see the list in the CALL_DELIVERED_EVENT section. |
UINT |
4 |
SkillGroupID |
The SkillGroupID of the agent SkillGroup the call is attributed to. May contain the special value NULL_ SKILL_ GROUP when not applicable or not available. |
UINT |
4 |
SkillGroupPriority |
The priority of the skill group, or 0 when skill group priority is not applicable or not available. |
USHORT |
2 |
CallingDeviceType |
The type of the device identifier supplied in the CallingDevice ID floating field. |
USHORT |
2 |
LocalConnectionState |
The state of the local end of the connection. |
USHORT |
2 |
EventCause |
A reason for the occurrence of the event. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ConnectionDeviceID |
The device ID of the device associated with the connection. |
STRING |
64 |
CallingDeviceID (optional) |
The device ID of the calling device. |
STRING |
64 |
CallReferenceID (optional) |
For Unified CCE systems where the Unified CM provides it, this will be a unique call identifier. |
UNSPEC |
32 |
COCConnectionCallID (optional) |
If specified, indicates that this call is a call on behalf of a consult call. |
UINT |
4 |
COCCallConnection DeviceIDType (optional) |
If specified, indicates the type of connection identifier specified in the ConnectionDeviceID floating field for the original call. |
USHORT |
2 |
An agent state change (such as logging on or becoming available to handle incoming calls) generates an AGENT_STATE_EVENT message to the CTI client.
The CTI Server may send a CALL_REACHED_NETWORK_EVENT message to the CTI client when an outbound call is connected to another network.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 34. |
MHDR |
8 |
MonitorID |
The Monitor ID of the device or call monitor that caused this message to be sent to the client, or zero if there is no monitor associated with the event (All Events Service). |
UINT |
4 |
PeripheralID |
The Unified CCE PeripheralID of the ACD where the call activity occurred. |
UINT |
4 |
PeripheralType |
The type of the peripheral. |
USHORT |
2 |
ConnectionDevice IDType |
The type of device ID in the ConnectionDeviceID floating field. |
USHORT |
2 |
ConnectionCallID |
The Call ID value assigned to this call by the peripheral or Unified CCE. |
UINT |
4 |
LineHandle |
This field identifies the teleset line used, if known. Otherwise this field is set to 0xffff. |
USHORT |
2 |
LineType |
Indicates the type of the teleset line given in the LineHandle field. |
USHORT |
2 |
TrunkUsedDevice Type |
The type of device ID in the TrunkUsedDeviceID floating field. |
USHORT |
2 |
CalledDeviceType |
The type of device ID in the CalledDeviceID floating field. |
USHORT |
2 |
LocalConnectionState |
The state of the local end of the connection. |
USHORT |
2 |
EventCause |
A reason for the occurrence of the event. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ConnectionDeviceID |
The device ID of the device associated with the connection. |
STRING |
64 |
TrunkUsedDeviceID (optional) |
The device ID of the selected trunk. |
STRING |
64 |
CalledDeviceID (optional) |
The device ID of the called device. |
STRING |
64 |
TrunkNumber (optional) |
The number representing a trunk. |
UINT |
4 |
TrunkGroup Number (optional) |
The number representing a trunk group. |
UINT |
4 |
The CTI Server may send a CALL_QUEUED_EVENT message to the CTI client when a call is placed in a queue pending the availability of some resource.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 21. |
MHDR |
8 |
MonitorID |
The Monitor ID of the device or call monitor that caused this message to be sent to the client, or zero if there is no monitor associated with the event (All Events Service). |
UINT |
4 |
PeripheralID |
The Unified CCE PeripheralID of the ACD where the call activity occurred. |
UINT |
4 |
PeripheralType |
The type of the peripheral. |
USHORT |
2 |
ConnectionDevice IDType |
The type of device ID in the ConnectionDeviceID floating field. |
USHORT |
2 |
ConnectionCallID |
The Call ID value assigned to this call by the peripheral or Unified CCE. |
UINT |
4 |
ServiceNumber |
The service that the call is attributed to, as known to the peripheral. May contain the special value NULL_SERVICE when not applicable or not available. |
UINT |
4 |
ServiceID |
The ServiceID of the service that the call is attributed to. May contain the special value NULL_SERVICE when not applicable or not available. |
UINT |
4 |
QueueDeviceType |
The type of device ID in the QueueDeviceID floating field. |
USHORT |
2 |
CallingDeviceType |
The type of device ID in the CallingDeviceID floating field. |
USHORT |
2 |
CalledDeviceType |
The type of device ID in the CalleDeviceID floating field. |
USHORT |
2 |
LastRedirect DeviceType |
The type of device ID in the LastRedirectDeviceID floating field. |
USHORT |
2 |
NumQueued |
The number of calls in the queue for this service. |
USHORT |
2 |
NumSkillGroups |
The number of Skill Group queues that the call has queued to, up to a maximum of 20. This value also indicates the number of Skill GroupNumber, Skill GroupID, and SkillGroupPriority floating fields in the floating part of the message. |
USHORT |
2 |
LocalConnection State |
The state of the local end of the connection. |
USHORT |
2 |
EventCause |
A reason for the occurrence of the event. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ConnectionDevice ID |
The device ID of the device associated with the connection. |
STRING |
64 |
QueueDeviceID (optional) |
The device ID of the queuing device. |
STRING |
64 |
CallingDeviceID (optional) |
The device ID of the calling device. |
STRING |
64 |
CalledDeviceID (optional) |
The device ID of the called device. |
STRING |
64 |
LastRedirectDevice ID (optional) |
The device ID of the redirecting device. |
STRING |
64 |
SkillGroupNumber |
The number of an agent SkillGroup queue that the call has been added to, as known to the peripheral. May contain the special value NULL_SKILL_GROUP when not applicable or not available. There may be more than one SkillGroup Number field in the message (see NumSkillGroups). Some ACDs ignore this field and/or use the ACD default; see the list in the CALL_DELIVERED_EVENT section. |
INT |
4 |
SkillGroupID |
The Unified CCE SkillGroupID of the agent SkillGroup queue that the call has been added to. May contain the special value NULL_SKILL_ GROUP when not applicable or not available. There may be more than one SkillGroupID field in the message (see NumSkill Groups). This field always immediately follows the corresponding SkillGroupNumber field. |
UINT |
4 |
SkillGroupPriority |
The priority of the skill group, or 0 when skill group priority is not applicable or not available. There may be more than one SkillGroup Priority field in the message (see NumSkillGroups). This field always immediately follows the corresponding SkillGroupID field. |
USHORT |
2 |
The CTI Server may send a CALL_DEQUEUED_EVENT message to the CTI client when a call is removed from a queue.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 86. |
MHDR |
8 |
MonitorID |
The Monitor ID of the device or call monitor that caused this message to be sent to the client, or zero if there is no monitor associated with the event (All Events Service). |
UINT |
4 |
PeripheralID |
The Unified CCE PeripheralID of the ACD where the call activity occurred. |
UINT |
4 |
PeripheralType |
The type of the peripheral. |
USHORT |
2 |
ConnectionDevice IDType |
The type of device ID in the ConnectionDeviceID floating field. |
USHORT |
2 |
ConnectionCallID |
The Call ID value assigned to this call by the peripheral or Unified CCE. |
UINT |
4 |
QueueDeviceType |
Indicates the type of device identifier supplied in the QueueDeviceID floating field. |
USHORT |
2 |
ServiceNumber |
The service that the call is attributed to, as known to the peripheral. May contain the special value NULL_SERVICE when not applicable or not available. |
UINT |
4 |
ServiceID |
The ServiceID of the service that the call is attributed to. May contain the special value NULL_ SERVICE when not applicable or not available. |
UINT |
4 |
NumQueued |
The number of calls remaining in the queue for this service. |
USHORT |
2 |
NumSkillGroups |
The number of Skill Group queues that the call has been removed from, up to a maximum of 20. This value also indicates the number of SkillGroupNumber, Skill GroupID, and SkillGroup Priority floating fields in the floating part of the message. A zero value indicates that the call has been implicitly removed from all queues. |
USHORT |
2 |
LocalConnection State |
The state of the local end of the connection. |
USHORT |
2 |
EventCause |
A reason for the occurrence of the event. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
Connection DeviceID |
The device ID of the device associated with the connection. |
STRING |
64 |
SkillGroup Number |
The number of an agent Skill Group queue that the call has been removed from, as known to the peripheral. May contain the special value NULL_SKILL_GROUP when not applicable or not available. There may be more than one SkillGroupNumber field in the message (see NumSkillGroups). Some ACDs ignore this field and/or use the ACD default; see the list in the CALL_DELIVERED_EVENT section. |
UINT |
4 |
SkillGroupID |
The SkillGroupID of the agent SkillGroup queue that the call has been removed from. May contain the special value NULL_SKILL_GROUP when not applicable or not available. There may be more than one SkillGroupID field in the message (see NumSkill Groups). This field always immediately follows the corresponding SkillGroup Number field. |
UINT |
4 |
SkillGroupPriority |
The priority of the skill group, or 0 when skill group priority is not applicable or not available. There may be more than one SkillGroup Priority field in the message (see NumSkillGroups). This field always immediately follows the corresponding SkillGroupID field. |
USHORT |
2 |
Changes to certain key attributes of the call will generate a CALL_ATTRIBUTE_CHANGE_EVENT to the client.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. |
MHDR |
8 |
MonitorID |
Always 0 |
UINT |
4 |
PeripheralID (CRS_PERIPHERAL_ID for ICD) |
The ICM PeripheralID of the ACD where the call is located. |
UINT |
4 |
PeripheralType (PT_CRS or PT_IPCC) |
The type of the peripheral. |
USHORT |
2 |
ConnectionDeviceIDType |
Indicates the type of the connection identifier supplied in the ConnectionDeviceID floating field. |
USHORT |
4 |
CallTypeID |
The ICM call type of the call. May be 0 if not changed. |
UINT |
4 |
ServiceNumber |
The Peripheral Number of Service of the call. May be 0 if not changed. |
UINT |
4 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ConnectionDeviceID (Optional) |
The identifier of the connection between the call and the device. |
STRING |
64 |
An AGENT_PRE_CALL_EVENT message is generated when a call or task is routed to Enterprise Agent. The message contains the call context data that is assigned to the call after it arrives at the agent’s desktop. Unlike the translation route event message, which is only sent to All Event clients, the AGENT_PRE_CALL_ EVENT message is also sent to the targeted Client Events client, if any. Typically, the AGENT_PRE_CALL_EVENT message is received before the BEGIN_ CALL_EVENT announcing the arrival of the call at the agent’s device. Application developers should note that it is possible, but not typical, for the call to arrive at the agent and to receive a BEGIN_CALL_EVENT message and other call event messages for the call before the AGENT_PRE_CALL_EVENT message is received.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 105. |
MHDR |
8 |
MonitorID |
The Monitor ID of the device monitor that caused this message to be sent to the client, or zero if there is no monitor associated with the event (All Events Service). |
UINT |
4 |
NumNamed Variables |
The number of NamedVariable floating fields present in the floating part of the message. |
USHORT |
2 |
NumNamedArrays |
The number of NamedArray floating fields present in the floating part of the message. |
USHORT |
2 |
ServiceNumber |
The service that the call is attributed to, as known to the peripheral. May contain the special value NULL_SERVICE when not applicable or not available. |
UINT |
4 |
ServiceID |
The Unified CCE ServiceID of the service that the call is attributed to. May contain the special value NULL_ SERVICE when not applicable or not available. |
UINT |
4 |
SkillGroupNumber |
The number of the agent Skill Group the call is attributed to, as known to the peripheral. May contain the special value NULL_ SKILL_GROUP when not applicable or not available. Some ACDs ignore this field and/or use the ACD default; see the list in the CALL_DELIVERED_EVENT section. |
UINT |
4 |
SkillGroupID |
The SkillGroupID of the agent SkillGroup the call is attributed to. May contain the special value NULL_SKILL_ GROUP when not applicable or not available. |
UINT |
4 |
SkillGroupPriority |
The priority of the skill group, or 0 when skill group priority is not applicable or not available. |
USHORT |
2 |
MRDID |
Media Routing Domain ID as configured in Unified CCE and the ARM client. |
INT |
4 |
AgentSkillTargetID |
The skill target ID of the agent to whom the task or call will be routed. |
UINT |
4 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
AgentInstrument |
The agent instrument that the call will be routed to. |
STRING |
64 |
RouterCallKeyDay |
Together with the RouterCallKeyCallID field forms the unique 64-bit key for locating this call’s records in the Unified CCE. |
UINT |
4 |
RouterCallKey CallID |
The call key created by Unified CCE. Unified CCE resets this counter at midnight. |
UINT |
4 |
RouterCallKey SequenceNumber |
Together with RouterCallKeyDay and RouterCallKeyCallID fields forms the TaskID. |
UINT |
4 |
ANI (optional) |
The calling line ID of the caller. |
STRING |
40 |
UserToUserInfo (optional) |
The ISDN user-to-user information element. |
UNSPEC |
131 |
DialedNumber (optional) |
The number dialed. |
STRING |
40 |
CallerEnteredDigits (optional) |
The digits entered by the caller in response to IVR prompting. |
STRING |
40 |
FltCallTypeID (optional) |
If present, shows the call type of the call. |
UINT |
4 |
PreCallInvokeID (optional) |
If present, specifies the invoke of the PreCall related to this event. |
UNIT |
4 |
CallVariable1 (optional) |
Call-related variable data. |
STRING |
41 |
… |
… |
… |
… |
CallVariable10 (optional) |
Call-related variable data. |
STRING |
41 |
NamedVariable (optional) |
Call-related variable data that has a variable name defined in the Unified CCE. There may be an arbitrary number of Named Variable and NamedArray fields in the message, subject to a combined total limit of 2000 bytes. |
NAMED VAR |
251 |
NamedArray (optional) |
Call-related variable data that has an array variable name defined in the Unified CCE. There may be an arbitrary number of Named Variable and NamedArray fields in the message, subject to a combined total limit of 2000 bytes. |
NAMED ARRAY |
252 |
AgentID (optional) |
The agent ID of the agent to whom the task or call will be routed. |
STRING |
12 |
An AGENT_PRE_CALL_ABORT_EVENT message is generated when a call or task that was previously announced via an AGENT_PRE_CALL_EVENT cannot be routed as intended (due to a busy or other error condition detected during call routing) to Enterprise Agent. The AGENT_PRE_CALL_ABORT_ EVENT message is sent to the to ALL_EVENTS client.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
MessageHeader |
Standard message header. MessageType = 106. |
MHDR |
8 |
MonitorID |
The Monitor ID of the device monitor that caused this message to be sent to the client, or zero if there is no monitor associated with the event (All Events Service). |
UINT |
4 |
MRDID |
Media Routing Domain ID as configured in Unified CCE and the ARM client. |
INT |
4 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
AgentInstrument |
The agent instrument that the call was to have been routed to. |
STRING |
64 |
RouterCallKeyDay |
Together with the RouterCall KeyCallID field forms the unique 64-bit key for locating this call’s records in the Unified CCE. |
UINT |
4 |
RouterCallKey CallID |
The call key created by Unified CCE. Unified CCE resets this counter at midnight. |
UINT |
4 |
RouterCallKey SequenceNumber |
Together with RouterCallKeyDay and RouterCallKeyCallID fields forms the TaskID. |
UINT |
4 |
The RTP_STARTED_EVENT message indicates that an RTP media stream has been started. There are two media streams for audio media so there will be two RTP Started events, one indicating the input has started (i.e. the phone is listening) and the other that the output has started (i.e. the outgoing media from the agent phone has begun).
The RTP_STARTED_EVENT message will generally come up at the same time as the established event. It also occurs when a call is retrieved from being on hold, and when the transfer or conference operations are completed.
There is no guarantee of order of the RTP started events in relationship to the established and retrieved events. The RTP started events may occur before or after the established event.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 116. |
MHDR |
8 |
MonitorID |
The Monitor ID of the device or call monitor that caused this message to be sent to the client, or zero if there is no monitor associated with the event (All Events Service). |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the device is located. |
UINT |
4 |
ClientPort |
The TCP/IP port number of the CTI Client connection. |
UINT |
4 |
Direction |
The direction of the event. One of the following values: 0: Input; 1: Output; 2: Bi-directional. |
USHORT |
2 |
RTPType |
The type of the event. One of the following values: 0: Audio; 1: Video; 2: Data. |
USHORT |
2 |
BitRate |
The media bit rate, used for g.723 payload only. |
UINT |
4 |
EchoCancellation |
on/off |
USHORT |
2 |
PacketSize |
In milliseconds. |
UINT |
4 |
PayloadType |
The audio codec type. |
USHORT |
2 |
ConnectionDevice IDType |
Indicates the type of the connection identifier supplied in the ConnectionDeviceID floating field. |
USHORT |
2 |
ConnectionCallID |
The Call ID value assigned to this call by the peripheral or Unified CCE. |
UINT |
4 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
Connection DeviceID |
The identifier of the connection between the call and the device. |
STRING |
64 |
ClientAddress |
The IP address of the CTI client. |
STRING |
64 |
AgentID (optional) |
The agent’s ACD login ID. |
STRING |
12 |
AgentExtension (optional) |
The agent’s ACD teleset extension. |
STRING |
16 |
AgentInstrument (optional) |
The agent’s ACD instrument number. |
STRING |
64 |
SendingAddress |
The IP Address that the client is sending the RTP stream to. |
STRING |
64 |
SendingPort |
The UDP port number that the client is sending the RTP Stream to. |
UINT |
4 |
The RTP_STOPPED_EVENT message indicates that an RTP media has been stopped. There are two media streams for audio media so there will be two RTP Stopped events, one indicating the input has started (i.e. the phone is not listening) and the other that the output has started (i.e. the outgoing media from the agent phone has stopped).
The RTP_STOPPED_EVENT will be received when the call is placed on hold, and when the call disconnects.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 117. |
MHDR |
8 |
MonitorID |
The Monitor ID of the device or call monitor that caused this message to be sent to the client, or zero if there is no monitor associated with the event (All Events Service). |
UINT |
4 |
PeripheralID |
The Unified CCE PeripheralID of the ACD where the device is located. |
UINT |
4 |
ClientPort |
The TCP/IP port number of the CTI Client connection that was closed. |
UINT |
4 |
Direction |
The direction of the event. One of the following values: 0: Input; 1: Output; 2: Bi-directional. |
USHORT |
2 |
ConnectionDevice IDType |
Indicates the type of the connection identifier supplied in the ConnectionDeviceID floating field. |
USHORT |
2 |
ConnectionCallID |
The Call ID value assigned to this call by the peripheral or Unified CCE. |
UINT |
4 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ConnectionDevice ID |
The identifier of the connection between the call and the device. |
STRING |
64 |
ClientAddress |
The IP address of the CTI client. |
STRING |
64 |
AgentID (optional) |
The agent’s ACD login ID. |
STRING |
12 |
AgentExtension (optional) |
The agent’s ACD teleset extension. |
STRING |
16 |
AgentInstrument (optional) |
The agent’s ACD instrument number. |
STRING |
64 |
SendingAddress |
The IP Address that the client is sending the RTP stream to. |
STRING |
64 |
SendingPort |
The UDP port number that the client is sending the RTP Stream to. |
UINT |
4 |
All Events Service
The All Events service is conceptually similar to the Client Events service, and uses many of the same messages. Unlike the Client Events service, however, the CTI client that has been granted All Events service is associated with a CTI Bridge application. Such a CTI Client receives messages for all call events, not just those associated with a specific teleset. Also, because there is no specific teleset association, this CTI client may receive call events that occur before any agent has been chosen by the peripheral for the call. The following messages describe these additional events.
Message |
When Sent to CTI Client |
CALL_DELIVERED_EVENT |
When an inbound ACD trunk is seized. |
CALL_TRANSLATION_ ROUTE_ EVENT |
When a call is routed to a peripheral monitored by the PG via a translation route. |
In addition to the Client Events service CALL_DELIVERED_EVENT message, a CTI client with the All Events service may also receive a CALL_DELIVERED_EVENT message when an inbound ACD trunk is seized. The same message format is used in both cases; the LocalConnectionState field distinguishes between the two cases. In this case, the LocalConnectionState is set to LCS_INITIATE.
The CTI Server sends a CALL_TRANSLATION_ROUTE_EVENT message to the CTI client when a call is routed to a peripheral monitored by the PG via a translation route. The message contains the call context data that will be assigned to the call after it arrives at the peripheral.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 22. |
MHDR |
8 |
NumNamedVariables |
The number of Named Variable floating fields present in the floating part of the message. |
USHORT |
2 |
NumNamedArrays |
The number of NamedArray floating fields present in the floating part of the message. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ANI (optional) |
The calling line ID of the caller. |
STRING |
40 |
UserToUserInfo (optional) |
The ISDN user-to-user information element. |
UNSPEC |
131 |
DNIS |
The DNIS of the expected call. |
STRING |
32 |
DialedNumber (optional) |
The number dialed. |
STRING |
40 |
CallerEnteredDigits (optional) |
The digits entered by the caller in response to VRU prompting. |
STRING |
40 |
RouterCallKeyDay |
Together with the RouterCallKey CallID field forms the unique 64-bit key for locating this call’s records in the Unified CCE. |
UINT |
4 |
RouterCallKeyCallID |
The call key created by Unified CCE. Unified CCE resets this counter at midnight. |
UINT |
4 |
RouterCallKey SequenceNumber |
Together with RouterCallKeyDay and RouterCallKeyCallID fields forms the TaskID. |
UINT |
4 |
CallVariable1 (optional) |
Call-related variable data. |
STRING |
41 |
… |
… |
… |
… |
CallVariable10 (optional) |
Call-related variable data. |
STRING |
41 |
NamedVariable (optional) |
Call-related variable data that has a variable name defined in the Unified CCE. There may be an arbitrary number of Named Variable and NamedArray fields in the message, subject to a combined total limit of 2000 bytes. |
NAMED VAR |
251 |
NamedArray (optional) |
Call-related variable data that has an array variable name defined in the Unified CCE. There may be an arbitrary number of Named Variable and NamedArray fields in the message, subject to a combined total limit of 2000 bytes. |
NAMED ARRAY |
252 |
Peripheral Monitor service is similar to All Events service, and uses many of the same messages. Unlike All Events service, however, the CTI client that has been granted Peripheral Monitor service must specify for which devices and/or calls it wishes to receive events. The CTI client does this by establishing a separate monitor for each device (Trunk, Trunk Group, or Agent Device) or call. The CTI client can add or remove monitors at any time after it opens the session without closing and re-opening the session or affecting any other established monitors. When a Peripheral Monitor client has multiple monitors that are relevant to an event message, the client receives a corresponding number of event messages. The MonitorID in each event message indicates which monitor is associated with that message. Peripheral Monitor service clients also receive the CALL_TRANSLATION_ROUTE event described in Table 5-28 CALL_TRANSLATION_ROUTE_EVENT Message Format.
Monitors are not preserved across CTI Server failures or client session failures. All monitors that a CTI client creates are automatically terminated when the session is terminated. In addition, call monitors are automatically terminated when the corresponding call ends. CTI clients must re-create monitors when opening a new CTI session following a failure or loss of connection. No messages are received for any events that may have occurred during the intervening time interval.
Message |
When Sent to CTI Client |
MONITOR_START_REQ |
When a new monitor is created for a call or device. |
MONITOR_STOP_REQ |
When a call or device monitor is terminated. |
CHANGE_MONITOR_MASK_ REQ |
When a call and agent state event mask is changed. |
Use this message to create a new monitor for the given call or device.
This figure depicts the Monitor Start message flow.
This table defines the MONITOR_START_REQ Message Format.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 93. |
MHDR |
8 |
InvokeID |
An ID for this request message that will be returned in the corresponding confirm message. |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the call or device to be monitored is located. |
UINT |
4 |
Connection CallID |
The Call ID value of the call to be monitored. Set this field to zero when creating a monitor for a device. |
UINT |
4 |
CallMsgMask |
A bitwise combination of the Unsolicited Call Event Message Masks listed in that the CTI client wishes to receive from this monitor. |
UINT |
4 |
AgentStateMask |
A bitwise combination of Agent State Masks that the CTI client wishes to receive from this monitor. |
UINT |
4 |
Connection DeviceIDType |
Indicates the type of the device identifier supplied in the ConnectionDeviceID floating field when creating a monitor for a call. Set this field to CONNECTION_ID_NONE when creating a monitor for a device. |
USHORT |
2 |
MonitoredDeviceType |
Indicates the type of the device identifier supplied in the MonitoredDeviceID floating field when creating a monitor for a device. Set this field to DEVID_NONE when creating a monitor for a call. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ConnectionDeviceID (required for call monitor) |
The device identifier of the device associated with the connection. |
STRING |
64 |
MonitoredDevice ID (required for device monitor) |
The device identifier of the device to be monitored. |
STRING |
64 |
When the requested device or call monitor has been created, the CTI Server responds to the CTI client with the MONITOR_START_CONF message.
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 94. |
MHDR |
8 |
InvokeID |
Set to the same value as the InvokeID from the corresponding request message. |
UINT |
4 |
MonitorID |
The Monitor ID of the new device or call monitor. |
UINT |
4 |
Use this message to terminate a call or device monitor. This figure depicts the Monitor Stop message flow.
The following tables define the MONITOR_STOP_REQ and MONITOR_STOP_CONF messages.
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 95. |
MHDR |
8 |
InvokeID |
An ID for this request message, returned in the corresponding confirm message. |
UINT |
4 |
MonitorID |
The Monitor ID of the device or call monitor to be terminated. |
UINT |
4 |
When the requested device or call monitor has been terminated, the CTI Server responds to the CTI client with the MONITOR_STOP_CONF message.
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 96. |
MHDR |
8 |
InvokeID |
Set to the same value as the InvokeID from the corresponding request message. |
UINT |
4 |
Use this message to change the call and agent state change event masks used to filter messages from the given call or device monitor. This figure depicts the Change Monitor Mask message flow.
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 97. |
MHDR |
8 |
InvokeID |
An ID for this request message that will be returned in the corresponding confirm message. |
UINT |
4 |
MonitorID |
The Monitor ID of the device or call monitor whose call and agent state change event masks are to be changed. |
UINT |
4 |
CallMsgMask |
A bitwise combination of the Unsolicited Call Event Message Masks in that the CTI client wishes to receive from this monitor. |
UINT |
4 |
AgentStateMask |
A bitwise combination of Agent State Masks that the CTI client wishes to receive from this monitor. |
UINT |
4 |
When the requested device or call monitor masks have been updated, the CTI Server responds to the CTI client with the CHANGE_MONITOR_MASK_CONF message.
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 98. |
MHDR |
8 |
InvokeID |
Set to the same value as the InvokeID from the corresponding request message. |
UINT |
4 |
The CTI client that has been granted Client Monitor service receives notifications when any other CTI client session is opened or closed. The client may then monitor the activity of any other CTI client session.
Message |
When Sent to CTI Client |
CLIENT_SESSION_OPENED_ EVENT |
When a new client session opens. |
CLIENT_SESSION_CLOSED_ EVENT |
When a client session closes. |
SESSION_MONITOR_START_ REQ |
When monitoring of a client session starts. |
SESSION_MONITOR_STOP_ REQ |
When monitoring of a client session ends. |
This message indicates that a new CTI client session has been opened. One of these messages is sent for each existing CTI client session to the newly opened session, as if those CTI clients had just opened their sessions.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 99. |
MHDR |
8 |
SessionID |
A value that uniquely identifies the newly opened CTI session. |
UINT |
4 |
PeripheralID |
If the session was opened for Client Events Service, this field contains the PeripheralID of the ACD specified by the opening client. Otherwise this field contains the special value NULL_ PERIPHERAL_ID. |
UINT |
4 |
ServicesGranted |
A bitwise combination of the CTI Services that the opening client has been granted. |
UINT |
4 |
CallMsgMask |
A bitwise combination of Unsolicited Call Event Message Masks that were specified by the opening client. |
UINT |
4 |
AgentStateMask |
A bitwise combination of Agent State Masks that were specified by the opening client. |
UINT |
4 |
ClientPort |
The TCP/IP port number of the opening CTI client connection. |
UINT |
4 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ClientAddress |
The IP address of the opening CTI client. |
STRING |
64 |
ClientID |
The ClientID of the opening CTI client. |
STRING |
64 |
ClientSignature |
The ClientSignature of the opening CTI client. |
STRING |
64 |
AgentExtension (optional) |
The AgentExtension specified by the opening client, if any. |
STRING |
16 |
AgentID (optional) |
The AgentID specified by the opening client, if any. |
STRING |
12 |
AgentInstrument (optional) |
The AgentInstrument specified by the opening client, if any. |
STRING |
64 |
This message indicates that a CTI client session has been terminated.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 100. |
MHDR |
8 |
SessionID |
A value that uniquely identified the CTI session that was closed. |
UINT |
4 |
PeripheralID |
If the session was opened for Client Events Service, this field contains the peripheral ID of the ACD specified by the other client when the session was opened. Otherwise this field contains the special value NULL_ PERIPHERAL_ID. |
UINT |
4 |
Status |
A status code indicating the reason for termination of the session. |
UINT |
4 |
ClientPort |
The TCP/IP port number of the opening CTI client connection. |
UINT |
4 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ClientAddress |
The IP address of the other CTI client. |
STRING |
64 |
ClientID |
The ClientID of the other CTI client. |
STRING |
64 |
ClientSignature |
The ClientSignature of the other CTI client. |
STRING |
64 |
AgentExtension (optional) |
The AgentExtension specified by the other CTI client when the session was opened, if any. |
STRING |
16 |
AgentID (optional) |
The AgentID specified by the other CTI client when the session was opened, if any. |
STRING |
12 |
AgentInstrument (optional) |
The AgentInstrument specified by the other CTI client when the session was opened, if any. |
STRING |
64 |
Use this message to initiate monitoring of the given CTI client session. This figure depicts the Session Monitor Start message flow. The SESSION_MONITOR_START_REQ and SESSION_MONITOR_START_CONF messages formats are defined in the tables given in the following.
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType =101. |
MHDR |
8 |
InvokeID |
An ID for this request message that will be returned in the corresponding confirm message. |
UINT |
4 |
SessionID |
A value that uniquely identifies the CTI session to be monitored. |
UINT |
4 |
When the requested session monitor has been created, the CTI Server responds to the CTI client with the SESSION_MONITOR_START_CONF message.
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 102. |
MHDR |
8 |
InvokeID |
Set to the same value as the InvokeID from the corresponding request message. |
UINT |
4 |
MonitorID |
The Monitor ID of the CTI client session monitor that was created. |
UINT |
4 |
Use this message to terminate monitoring of a CTI client session. This figure depicts the Session Monitor stop message flow.
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType =103. |
MHDR |
8 |
InvokeID |
An ID for this request message that will be returned in the corresponding confirm message. |
UINT |
4 |
MonitorID |
The Monitor ID of the CTI client session monitor to be terminated. |
UINT |
4 |
When the requested CTI client session monitor terminates, the CTI Server responds to the CTI client with the SESSION_MONITOR_STOP_CONF message.
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType =104. |
MHDR |
8 |
InvokeID |
Set to the same value as the InvokeID from the corresponding request message. |
UINT |
4 |
The Supervisor service requests supervisor services when the client opens a CTI session. CTI_SERVICE_SUPERVISOR service type will be used in addition to the existing Service types, and requires CTI_SERVICE_CLIENT_EVENTS to be specified as well.
Supervisor services rely on the configuration of Agent Teams in the Unified CCE. When an agent opens a session with CTI_SERVICE_SUPERVISOR service type requested, the CTI Server will check to see if the agent is configured as a supervisor. If the agent is a supervisor, the CTI Server will open the session and send the OPEN_CONF to the agent. Otherwise, the FAILURE_CONF message with the status code set to E_CTI_FUNCTION_NOT_AVAILABLE will be sent to the requesting client.
The CTI Client that has been granted Supervisor Service receives notifications whenever agent team clients request supervisor assistance or indicate that they are handling an emergency call. The following messages are used by Supervisor Service clients to provide these notifications and to perform agent supervisory functions.
Message |
When Sent to CTI Client |
SUPERVISE_CALL_REQ |
When a supervisor requests to barge in or intercept a call. |
EMERGENCY_CALL_EVENT |
When the CTI Server is handling the current call as an emergency call. |
AGENT_TEAM_CONFIG_ EVENT |
When a supervisor adds or changes the list of agent team members. |
LIST_AGENT_TEAM_REQ |
When a supervisor requests a list of associated agent teams. |
MONITOR_AGENT_TEAM_ START_REQ |
When a supervisor starts monitoring an agent team. |
MONITOR_AGENT_TEAM_ STOP_REQ |
When a supervisor stops monitoring an agent team. |
At any time, for monitoring quality of service, training, etc., a supervisor CTI client may send a SUPERVISE_CALL_REQ message to the CTI Server to request barge-in or interception of a call. At end of such call supervision, a supervisor CTI client should send SUPERVISE_CALL_REQ message with SUPERVISOR_CLEAR as the SupervisorAction value to disconnect the supervisor’s device from the call.
The SUPERVISE_CALL_REQ message allows a supervisor CTI Client to supervise an agent’s call, either through barge-in or interception. The client may select a specific agent call connection, or may select an agent’s currently active call by specifying only the agent:
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 124. |
MHDR |
8 |
InvokeID |
An ID for this request message that will be returned in the corresponding confirm message. |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the call is located. |
UINT |
4 |
AgentConnection CallID |
The Call ID value assigned to the call by the peripheral or Unified CCE. May contain the special value 0xffffffff when selecting the agent’s currently active call. |
UINT |
4 |
SupervisorConnection CallID |
The Call ID value of the supervisor. If there is no supervisor call, this field must be set to 0xffffffff. |
UINT |
4 |
AgentConnection DeviceIDType |
Indicates the type of the connection identifier supplied in the AgentConnection DeviceID floating field. |
USHORT |
2 |
SupervisorConnection DeviceIDType |
Indicates the type of the connection identifier supplied in the SupervisorConnection DeviceID floating field. |
USHORT |
2 |
SupervisoryAction |
A SupervisoryAction value specifying the desired call supervision operation. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
AgentConnection DeviceID |
The identifier of the connection of the agent call and the agent’s device. Either ConnectionCallID and ConnectionDeviceID, or one of AgentExtension, AgentID, or AgentInstrument must be provided. |
STRING |
64 |
Supervisor Connection DeviceID |
The identifier of the connection of the supervisor call and the supervisor’s device. Either Connection CallID and Connection DeviceID, or one of Agent Extension, AgentID, or Agent Instrument must be provided. |
STRING |
64 |
AgentExtension |
The agent’s ACD teleset extension. Either Connection CallID and ConnectionDevice ID, or one of AgentExtension, AgentID, or AgentInstrument must be provided. |
STRING |
16 |
AgentID |
The agent’s ACD login ID. Either ConnectionCallID and ConnectionDeviceID, or one of AgentExtension, AgentID, or AgentInstrument must be provided. |
STRING |
12 |
AgentInstrument |
The agent’s ACD instrument number. Either Connection CallID and ConnectionDevice ID, or one of AgentExtension, AgentID, or AgentInstrument must be provided. |
STRING |
64 |
Supervisor Instrument |
The supervisor’s ACD instrument number. This field is required for clients with ALL EVENTS or PERIPHERAL MONITOR service. |
STRING |
64 |
SupervisoryAction |
Description |
Value |
SUPERVISOR_CLEAR |
The supervisor device is to be disconnected from the call. |
0 |
SUPERVISOR_MONITOR |
The supervisor device is to be connected to the call for silent monitoring. This allows the supervisor to hear all parties participating in the call. A field SilentMonitorWarning in the Agent_Desk_Settings table determines if a warning message box will be prompted on agent desktop when silent monitor starts. A field SilentMonitorASudible Indication in the Agent_Desk_Settings table determines if an audible click will be played to the call at beginning of the silent monitor. |
1 |
SUPERVISOR_WHISPER |
The supervisor device is to be connected to the call for training or whisper. This allows the supervisor to talks to the agent and the customer will not hear the call. |
2 |
SUPERVISOR_BARGE_IN |
The supervisor device is to be connected to the call as an active participant. This allows the supervisor to speak to all parties participating in the call, as in a conference. |
3 |
SUPERVISOR_INTERCEPT |
The supervisor device is to be connected to the call as an active participant and the agent connection will be dropped. |
4 |
The CTI Server responds to the CTI Client with the SUPERVISE_CALL_CONF message.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 125. |
MHDR |
8 |
InvokeID |
Set to the same value as the InvokeID from the corresponding request message. |
UINT |
4 |
ConnectionCallID |
The Call ID value assigned to the call by the peripheral or Unified CCE. |
UINT |
4 |
ConnectionDeviceIDType |
Indicates the type of the connection identifier supplied in the ConnectionDeviceID floating field. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ConnectionDevice ID |
The identifier of the connection between the call and the agent device that is being supervised. |
STRING |
64 |
The EMERGENCY_CALL_REQ message indicates that a CTI Client is handling the indicated call as an emergency call:
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 121. |
MHDR |
8 |
InvokeID |
An ID for this request message that will be returned in the corresponding confirm message. |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the call is located. |
UINT |
4 |
ConnectionCallID |
The Call ID value of the call that the agent needs assistance with. May contain the special value 0xffffffff when there is no related call. |
UINT |
4 |
ConnectionDevice IDType |
Indicates the type of the connection identifier supplied in the ConnectionDeviceID floating field. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ConnectionDevice ID |
The identifier of the connection between the call and the agent’s device. |
STRING |
64 |
AgentExtension |
The agent’s ACD teleset extension. For clients with ALL EVENTS or PERIPHERAL MONITOR service, at least one of AgentExtension, AgentID, or AgentInstrument must be provided. |
STRING |
16 |
AgentID |
The agent’s ACD login ID. For clients with ALL EVENTS or PERIPHERAL MONITOR service, at least one of AgentExtension, AgentID, or AgentInstrument must be provided. |
STRING |
12 |
AgentInstrument |
The agent’s ACD instrument number. For clients with ALL EVENTS or PERIPHERAL MONITOR service, at least one of AgentExtension, AgentID, or AgentInstrument must be provided. |
STRING |
64 |
The CTI Server responds to the CTI Client with the EMERGENCY_CALL_CONF message:
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 122. |
MHDR |
8 |
InvokeID |
Set to the same value as the InvokeID from the corresponding request message. |
UINT |
4 |
ConnectionCallID |
The Call ID value assigned to the resulting EmergencyAssist call by the peripheral or Unified CCE. |
UINT |
4 |
ConnectionDevice IDType |
Indicates the type of the connection identifier supplied in the ConnectionDeviceID floating field. |
USHORT |
2 |
LineHandle |
This field identifies the teleset line used, if known. Otherwise this field is set to 0xffff. |
USHORT |
2 |
LineType |
Indicates the type of the teleset line given in the LineHandle field. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ConnectionDevice ID |
The identifier of the device connection associated with the new call. |
STRING |
64 |
The EMERGENCY_CALL_EVENT message, defined below, notifies bridge clients that an agent is handling the indicated call as an emergency call:
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 123. |
MHDR |
8 |
PeripheralID |
The PeripheralID of the ACD where the call is located. |
UINT |
4 |
ConnectionCallID |
The Call ID value assigned to the call by the peripheral or Unified CCE. |
UINT |
4 |
ConnectionDevice IDType |
Indicates the type of the connection identifier supplied in the ConnectionDeviceID floating field. |
USHORT |
2 |
SessionID |
The CTI client SessionID of the CTI client making the notification. |
UINT |
4 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ConnectionDevice ID |
The identifier of the connection between the call and the agent’s device. |
STRING |
64 |
ClientID |
The ClientID of the client making the notification. |
STRING |
64 |
ClientAddress |
The IP address of the client making the notification. |
STRING |
64 |
AgentExtension |
The agent’s ACD teleset extension. |
STRING |
16 |
AgentID |
The agent’s ACD login ID. |
STRING |
12 |
AgentInstrument |
The agent’s ACD instrument number. |
STRING |
64 |
Once a supervisor CTI client session is opened, the CTI Server sends one or more AGENT_TEAM_CONFIG_EVENT messages with the list of team members for that supervisor.
The CTI Server also sends out the AGENT_TEAM_CONFIG_EVENT when any change is made to the agent team configuration.
The AGENT_TEAM_CONFIG_EVENT message contains the list of team members for a supervisor or changes to the team configuration.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 128. |
MHDR |
8 |
PeripheralID |
The PeripheralID of the CTI Server where the team is located. |
UINT |
4 |
TeamID |
The agent Team ID. |
UINT |
4 |
NumberOfAgents |
The number of AgentID, AgentFlag, AgentState, and StateDuration fields present in the floating part of the message, up to a maximum of 64. |
USHORT |
2 |
ConfigOperation |
The type of agent team configuration change to perform. One of the following values: 0: Restore Permanent Configuration 1: Add Agent 2: Remove Agent |
USHORT |
2 |
DepartmentID |
Department ID of the Team |
INT |
4 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
AgentTeamName |
Name of the agent team. |
STRING |
32 |
AtcAgentID (optional) |
The AgentID of a member of the agent team, or SupervisorID of the agent team. There may be more than one AgentID field in the messages (see NumberOfAgents). |
STRING |
12 |
AgentFlags (optional) |
A set of flags indicating the attributes of the corresponding AgentID. Possible values are: 0x0001: Primary Supervisor; 0x0002: Temporary Agent; 0x0004: Supervisor. (0 flag is for regular agent) There may be more than one AgentFlags field in the message (see NumberOfAgents). |
USHORT |
2 |
AtcAgentState |
An AgentState value representing the current overall state of the associated agent. |
USHORT |
2 |
AtcStateDuration |
The number of seconds since the agent entered this state. |
UINT |
4 |
A CTI Supervisor Client could use the LIST_AGENT_TEAM_REQ message to obtain the list of associated agent teams. Once the list of agent teams is obtained, the supervisor could use MONITOR_AGENT_TEAM_START_REQ to start monitoring agent teams. The agent states of the agent team will be send to the requesting supervisor session until a MONITOR_AGENT_TEAM_STOP_REQ is received.
When any change is made to the agent team configuration, an AGENT_TEAM_CONFIG_EVENT will be sending out. If agent team and supervisor mapping are changed (add or remove), an AGENT_TEAM_CONFIG_EVENT will be sending out with AgentFlags set to 0x0004 for supervisor.
The LIST_AGENT_TEAM_REQ message allows a CTI Supervisor Client to obtain the list of agent team that the supervisor can monitor. The list should be pre-configured in the Agent Team Supervisor Table.
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 133. |
MHDR |
8 |
InvokeID |
An ID for this request message that will be returned in the corresponding confirm message. |
UINT |
4 |
SupervisorID |
Skill target ID of the requesting supervisor. |
UINT |
4 |
The LIST_AGENT_TEAM_CONF message contains the list of agent teams that associated with the requesting supervisor.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 134. |
MHDR |
8 |
InvokeID |
Same ID as the request message. |
UINT |
4 |
NumberOfAgent Teams |
The number of TeamID present in the floating part of the message, up to a maximum of 64. |
USHORT |
2 |
Segment Number |
Indicates the segment number of this message. |
USHORT |
2 |
More |
Indicates if this message is the last confirmation. (More than one confirmations are sent out if more than 64 Agent Teams are associated with the supervisor). 0: last message; 1: more messages to follow; |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
TeamID |
The agent team ID. There may be more than one TeamID field in the message (see NumberOf AgentTeams). |
UINT |
4 |
The MONITOR_AGENT_TEAM_START_REQ allows a CTI Supervisor Client to start monitoring agent team.
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 135. |
MHDR |
8 |
InvokeID |
Set to the same value as the InvokeID from the corresponding request message. |
UINT |
4 |
TeamID |
The agent team ID. |
UINT |
4 |
When the request has been received, the CTI Server responds to the CTI Client with the MONITOR_AGENT_TEAM_START_CONF message.
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 136. |
MHDR |
8 |
InvokeID |
Set to the same value as the InvokeID from the corresponding request message. |
UINT |
4 |
MonitorID |
The Monitor ID. |
UINT |
4 |
The MONITOR_AGENT_TEAM_STOP_REQ message allows a CTI Supervisor Client to stop monitoring agent teams.
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 137. |
MHDR |
8 |
InvokeID |
Set to the same value as the InvokeID from the corresponding request message. |
UINT |
4 |
MonitorID |
The Monitor ID. |
UINT |
4 |
When the request has been received, the CTI Server responds to the CTI Client with the MONITOR_AGENT_TEAM_STOP_CONF message.
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 138. |
MHDR |
8 |
InvokeID |
Set to the same value as the InvokeID from the corresponding request message. |
UINT |
4 |
Unified CCE maintains a set of call variables for each call. Each variable is capable of storing a null terminated string of up to 40 characters (40 variable characters + null termination character = 41 bytes, STRING [41]). When Unified CCE pre-routes a call, it initializes each call variable to either a peripheral-determined value or a null string prior to executing the routing script. Post-routed calls initialize all call variables to peripheral-determined values.
Unified CCE can use the values of the call variables to make routing decisions. The variables may contain additional information about the caller, such as result of a host database query. While routing a call, the Unified CCE routing script may update one or more of the call variables.
A CTI client associated with the call may also set the call variables by using the SET_CALL_DATA_REQ message. When a call terminates, the final values of the call are recorded in the Unified CCE’s central database and are available for use in historical reports. CTI clients with the Call Data Update service enabled may set an additional variable, CallWrapupData, for recording additional call information in the Unified CCE’s central database. The CTI client has a small amount of time (configurable during Web setup, default is 2 minutes) after the completion of a call to provide the call wrapup data before the call termination record is logged in the Unified CCE.
When one or more call variables are determined by the peripheral, an Unified CCE Peripheral Configuration entry, CallControlVariableMap, determines if a CTI client may override the peripheral-determined setting of each call variable. You can set the value of CallControlVariableMap for each peripheral in Configure Unified CCE. For example, the setting “/CTI = ynnnyyyyyy” allows a CTI client to set call variable 1 and call variables 5 through 10 while preserving the peripheral-determined values of call variables 2 through 4.
Message |
When Sent to CTI Server |
SET_CALL_DATA_REQ |
To set call variables and/or call wrapup data. |
RELEASE_CALL_REQ |
To indicate that you are finished with a call and that all call variable and call wrapup updates have been made. |
SET_DEVICE_ATTRIBUTES_REQ |
To set the default service, skill group, and call type information associated with a calling device that is defined in the Unified CCE Dialer_Port_Map database table. |
Send this message to the CTI Server to set one or more call variables and/or call wrapup data. The combination of ConnectionCallID, ConnectionDeviceIDType, and ConnectionDeviceID uniquely identify the call to be operated upon. Variables not provided in the message are not affected. This figure depicts the Set Call Data message flow
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 26. |
MHDR |
8 |
InvokeID |
An ID for this request message that will be returned in the corresponding confirm message. |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the call is located. |
UINT |
4 |
ConnectionDevice IDType |
Indicates the type of the connection identifier supplied in the ConnectionDeviceID floating field. |
USHORT |
2 |
ConnectionCallID |
The Call ID value assigned to the call by the peripheral or Unified CCE. |
UINT |
4 |
NumNamed Variables |
The number of NamedVariable floating fields present in the floating part of the message. |
USHORT |
2 |
NumNamedArrays |
The number of NamedArray floating fields present in the floating part of the message. |
USHORT |
2 |
CallType |
The general classification of the call type. |
USHORT |
2 |
CalledParty Disposition |
Indicates the disposition of called party. |
USHORT |
2 |
CampaignID |
Campaign ID for value that appears in the Agent Real Time table. Set to zero if not used. |
UINT |
4 |
QueryRuleID |
Query rule ID for value that appears in the Agent Real Time table. Set to zero if not used. |
UINT |
4 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ConnectionDevice ID |
The identifier of the connection between the call and the device. |
STRING |
64 |
ANI (optional) |
The calling line ID of the caller. |
STRING |
40 |
UserToUserInfo (optional) |
The ISDN user-to-user information element. |
UNSPEC |
131 |
CallerEnteredDigits (optional) |
The digits entered by the caller in response to IVR prompting. |
STRING |
40 |
CallVariable1 (optional) |
Call-related variable data. |
STRING |
41 |
… |
… |
… |
… |
CallVariable10 (optional) |
Call-related variable data. |
STRING |
41 |
CallWrapupData (optional) |
Call-related wrapup data. |
STRING |
40 |
NamedVariable (optional) |
Call-related variable data that has a variable name defined in the Unified CCE. There may be an arbitrary number of Named Variable and NamedArray fields in the message, subject to a combined total limit of 2000 bytes. |
NAMED VAR |
251 |
NamedArray (optional) |
Call-related variable data that has an array variable name defined in the Unified CCE. There may be an arbitrary number of Named Variable and NamedArray fields in the message, subject to a combined total limit of 2000 bytes. |
NAMED ARRAY |
252 |
CustomerPhone Number (optional) |
Customer phone number for value that appears in the Agent Real Time table. |
STRING |
20 |
CustomerAccount Number (optional) |
Customer Account Number for value that appears in the Agent Real Time table. |
STRING |
32 |
RouterCallKeyDay (optional) |
If specified, allows setting of the router call keyday. |
UINT |
4 |
RouterCallKey CallID |
If specified, allows setting of theRouterCallKeyID. |
UINT |
4 |
RouterCallKey SequenceNumber |
If specified, allows setting of the RouterCallKeySequenceNumber. |
UINT |
4 |
CallOriginated From |
Dialer Only ‘D’. Tags a call as being originated from the dialer. |
UCHAR |
1 |
When the requested call variables have been updated and the new values are guaranteed to remain set should the CTI session be abnormally terminated, the CTI Server responds to the CTI client that requested the update with the SET_CALL_DATA_CONF message.
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 27. |
MHDR |
8 |
InvokeID |
Set to the value of the InvokeID from the corresponding request message. |
UINT |
4 |
Send this message to the CTI Server to indicate that you are finished with a call and that all call variable and call wrapup data updates have been made. This message does not disconnect the call. The combination of ConnectionCallID, ConnectionDeviceIDType, and ConnectionDeviceID uniquely identify the call to be operated upon. CTI clients with Call Data Update Service should use this message to let the call termination record be logged in the Unified CCE central database prior to the expiration of the call wrapup data timer (default value 2 minutes).
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 28. |
MHDR |
8 |
InvokeID |
An ID for this request message, returned in the corresponding confirm message. |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the call is located. |
UINT |
4 |
Connection DeviceIDType |
The type of device ID in the ConnectionDevice ID floating field. |
USHORT |
2 |
Connection CallID |
The Call ID value assigned to the call by the peripheral or Unified CCE. |
UINT |
4 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
Connection DeviceID |
The device ID of the device associated with the connection. |
STRING |
64 |
The CTI Server responds to the CTI client with the RELEASE_CALL_CONF message.
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 29. |
MHDR |
8 |
InvokeID |
Set to the value of the InvokeID from the corresponding request message. |
UINT |
4 |
This message is sent by a CTI Client to set the default service, skill group, and call type information associated with a calling device that is defined in the Unified CCE Dialer_Port_Map database table. The default attributes are initially assigned to all subsequent calls that originate from that device, although the service, skill group, and call type of any call may be modified during subsequent call handling. These tables define the SET_DEVICE_ATTRIBUTES_REQ and SET_DEVICE_ATTRIBUTES_CONF messages.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 141. |
MHDR |
8 |
InvokeID |
An ID for this request message that will be returned in the corresponding confirm message. |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the call is located. |
UINT |
4 |
ServiceNumber |
The service that the call is attributed to, as known to the peripheral. May contain the special value NULL_SERVICE when not applicable or not available. |
UINT |
4 |
ServiceID |
The ServiceID of the service that the call is attributed to. May contain the special value NULL_SERVICE when not applicable or not available. |
UINT |
4 |
SkillGroupNumber |
The number of the agent SkillGroup the call is attributed to, as known to the peripheral. May contain the special value NULL_SKILL_GROUP when not applicable or not available.Some ACDs ignore this field and/or use the ACD default; see the list in the CALL_DELIVERED_EVENT section. |
UINT |
4 |
SkillGroupID |
The SkillGroupID of the agent SkillGroup the call is attributed to. May contain the special value NULL_SKILL_ GROUP when not applicable or not available. |
UINT |
4 |
SkillGroupPriority |
The priority of the skill group, or 0 when skill group priority is not applicable or not available. |
USHORT |
2 |
CallType |
The general classification of the call type. May contain the special value NULL_CALLTYPE. |
USHORT |
2 |
CallingDeviceType |
Indicates the type of the device identifier supplied in the CallingDeviceID floating field. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
CallingDeviceID (required) |
The device identifier of the calling device. |
STRING |
64 |
When the requested default settings have been updated the CTI Server responds to the CTI Client that requested the update with the SET_DEVICE_ATTRIBUTES_CONF message. A FAILURE_CONF message is returned if the provided Service or SkillGroup values are invalid, or if the CallingDevice is not configured in the Unified CCE Dialer_Port_Map database table.
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 142. |
MHDR |
8 |
InvokeID |
Set to the value of the InvokeID from the corresponding request message. |
UINT |
4 |
The Miscellaneous service is provided to all connected CTI clients. This service consists of a variety of unsolicited event messages and request/response paired messages.
Message |
When Sent by CTI Server |
SYSTEM_EVENT |
To report current PG status or to provide the CTI client with event data. |
CLIENT_EVENT_REPORT_REQ |
To report significant events through the Unified CCE Alarm subsystem. |
USER_MESSAGE_REQ |
To send a message to a specified client, the client agent’s supervisor, all clients in the client agent’s team, or all clients connected to the CTI Server. |
USER_MESSAGE_EVENT |
To deliver a message that was sent from another CTI Server client. |
QUERY_AGENT_STATISTICS_ REQ |
To obtain the current call handling statistics for the client’s agent. |
QUERY_SKILL_GROUP_ STATISTICS_REQ |
To obtain the current call handling statistics for one of the client agent’s skill groups. |
REGISTER_VARIABLES_REQ |
To allow a CTI Client to register the call context variables that it will use. |
SET_APP_DATA_REQ |
Sent by CTI Client when it sets one of more application variables. |
START_RECORDING_REQ |
Sent by CTI Client on requesting the CTI Server to start recording a call. |
STOP_RECORDING_REQ |
Sent by CTI Client on requesting the CTI Server to stop recording a call. |
AGENT_DESK_SETTINGS_REQ |
To obtain current agent desk settings. |
System event messages include the current PG Status as well as data related to the specific event that has occurred. You can use the PG Status as a general indication of the operational health of the PG. Normally you need not be aware of any specific codes; a non-zero value indicates a component failure or data link outage that prevents normal CTI operations.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 31. |
MHDR |
8 |
PGStatus |
The current operational status of the Peripheral Gateway. A non-zero value indicates a component failure or communication outage that prevents normal CTI operations. |
UINT |
4 |
ICMCentral ControllerTime |
The current Central Controller date and time. |
TIME |
4 |
SystemEventID |
A value that enumerates the specific system event that occurred (SystemEventID Values). |
UINT |
4 |
SystemEventArg1 |
An argument value specific to the system event being reported. Not used by all system events. |
UINT |
4 |
SystemEventArg2 |
A second argument value specific to the system event being reported. Not used by all system events. |
UINT |
4 |
SystemEventArg3 |
A third argument value specific to the system event being reported. Not used by all system events. |
UINT |
4 |
EventDeviceType |
Indicates the type of the device identifier supplied in the EventDeviceID floating field. Should be DEVID_NONE if no floating field is provided. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
Text (optional) |
A text message associated with the provided SystemEperiphventID. |
STRING |
255 |
EventDeviceID |
A text value of the device ID if reported. Initially only used by Unified CCX for an SYS_DEVICE_IN_SERVICE, and SYS_DEVICE_OUT_OF_ SERVICE message. |
STRING |
64 |
Send the CLIENT_EVENT_REPORT_REQ message to report significant events through the Unified CCE Alarm subsystem. The Unified CCE Alarm subsystem allows simple textual event reports as well as an object-oriented model that tracks the current state of named objects. The Unified CCE Alarm subsystem can also forward these events as SNMP traps.
A CTI client that elects to report events with named objects should initialize the objects in the Unified CCE Alarm subsystem soon after establishing its session with the CTI Server by reporting the current state of each named object. The object name given uniquely identifies the alarm object. Therefore, CTI client applications that wish to create multiple instances of an alarm object must include some instance-identifying characters (such as ClientID or ACD extension) in the object name.
For example, if a CTI client “A” and a CTI client “B” both report events on an object named “C”, there will be one Unified CCE Alarm object “C” that is manipulated by both clients. If, on the other hand, the Client ID were included in the object name, then two Unified CCE Alarm objects would result; object “A:C” being manipulated by client “A” and object “B:C” being independently manipulated by client “B”.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 32. |
MHDR |
8 |
InvokeID |
An ID for this request message, returned in the corresponding confirm message. |
UINT |
4 |
State |
One of the following values indicating the seriousness of the event and the state of the named object, if present. 0: normal (green), 1: warning (yellow), 2: error (red). |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ObjectName (optional) |
The name of the Unified CCE Alarm object affected by this event. The object is created if it does not already exist. |
STRING |
128 |
Text |
A text message associated with the event being reported. |
STRING |
255 |
The CTI Server responds to the CTI client with the CLIENT_EVENT_REPORT_CONF message:
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. Message Type = 33. |
MHDR |
8 |
InvokeID |
Set to the value of the InvokeID from the corresponding request message. |
UINT |
4 |
The USER_MESSAGE_REQ message allows a CTI Client to send a message to a specified client, the client agent’s supervisor, all clients in the client agent’s team, or all clients connected to the CTI Server.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 107. |
MHDR |
8 |
InvokeID |
An ID for this request message, returned in the corresponding confirm message. |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the agent indicated by Agent Extension, AgentID, or Agent Instrument is located. For clients with All Events or Peripheral Monitor service, this value must be provided if the Distribution field specifies DISTRIBUTE_TO_ SUPERVISOR or DISTRIBUTE_ TO_TEAM. |
UINT |
4 |
Distribution |
A Message Distribution value specifying the desired distribution of this message. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
ClientID (optional) |
The clientid of the intended message recipient. Required if the distribution field specifies DISTRIBUTE_TO_ CLIENT. |
STRING |
64 |
AgentExtension |
The agent’s ACD teleset extension. For clients with ALL EVENTS or PERIPHERAL MONITOR service, at least one of Agent Extension, AgentID, or Agent Instrument must be provided if the Distribution field specifies DISTRIBUTE_TO_ SUPERVISOR or DISTRIBUTE_ TO_TEAM. |
STRING |
16 |
AgentID |
The agent’s ACD login ID. For clients with ALL EVENTS or PERIPHERAL MONITOR service, at least one of AgentExtension, AgentID, or AgentInstrument must be provided if the Distribution field specifies DISTRIBUTE_TO_ SUPERVISOR or DISTRIBUTE_ TO_TEAM. |
STRING |
12 |
AgentInstrument |
The agent’s ACD instrument number. For clients with ALL EVENTS or PERIPHERAL MONITOR service, at least one of AgentExtension, AgentID, or AgentInstrument must be provided if the Distribution field specifies DISTRIBUTE_TO_ SUPERVISOR or DISTRIBUTE_ TO_TEAM. |
STRING |
64 |
Text |
The text of the message to be sent. |
STRING |
255 |
CTIOSCILClient ID |
Unique ID for use by CTI OS to identify CIL Client |
STRING |
64 |
Distribution Code |
Description |
Value |
DISTRIBUTE_TO_ CLIENT |
The message is to be sent to the client indicated by the ClientID field. |
0 |
DISTRIBUTE_TO_ SUPERVISOR |
The message is to be sent to the agent team supervisor. |
1 |
DISTRIBUTE_TO_ TEAM |
The message is to be sent to all clients in the same agent team. |
2 |
DISTRIBUTE_TO_ ALL |
The message is to be sent to all CTI Server clients. |
3 |
The CTI Server responds to the CTI Client with the USER_MESSAGE_CONF message:
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. Message Type = 108. |
MHDR |
8 |
InvokeID |
Set to the value of the InvokeID from the corresponding request message. |
UINT |
4 |
The USER_MESSAGE_EVENT message delivers a message that was sent from another CTI Server client:
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 109. |
MHDR |
8 |
ICMCentral ControllerTime |
The current Central Controller date and time. |
TIME |
4 |
Distribution |
A Message Distribution value specifying the desired distribution of this message. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ClientID |
The ClientID of the message sender. |
STRING |
64 |
Text |
The text of the message to be sent. |
STRING |
255 |
The QUERY_AGENT_STATISTICS_REQ message allows a CTI Client to obtain the current call handling statistics for the client’s agent. To avoid impacting system performance, clients should not request agent statistics too frequently. Depending upon the needs of the client application, updating agent statistics after each call is handled my be appropriate.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 112. |
MHDR |
8 |
InvokeID |
An ID for this request message that will be returned in the corresponding confirm message. |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the agent is located. |
UINT |
4 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
AgentExtension |
The agent’s ACD teleset extension. For clients with ALL EVENTS or PERIPHERAL MONITOR service, at least one of AgentExtension, AgentID, or AgentInstrument must be provided. |
STRING |
16 |
AgentID |
The agent’s ACD login ID. For clients with ALL EVENTS or PERIPHERAL MONITOR service, at least one of AgentExtension, AgentID, or AgentInstrument must be provided. |
STRING |
12 |
AgentInstrument |
The agent’s ACD instrument number. For clients with ALL EVENTS or PERIPHERAL MONITOR service, at least one of AgentExtension, AgentID, or AgentInstrument must be provided. |
STRING |
64 |
The CTI Server responds to the CTI Client with the QUERY_AGENT_STATISTICS_CONF message. “Session” values represent statistics accumulated since the agent logged in. “Today” values represent statistics accumulated since midnight. Call counts and times are updated when any after-call work for the call is completed (calls currently in progress are not included in the statistics):
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 113. |
MHDR |
8 |
InvokeID |
Set to the same value as the InvokeID from the corresponding request message. |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the agent is located. |
UINT |
4 |
AvailTime Session |
Total time, in seconds, the agent was in the Available state for any skill group. |
UINT |
4 |
LoggedOnTime Session |
Total time, in seconds, the agent has been logged on. |
UINT |
4 |
NotReadyTime Session |
Total time, in seconds, the agent was in the Not Ready state for all skill groups. |
UINT |
4 |
ICMAvailable TimeSession |
Total time, in seconds, the agent was in the Unified CCE Available state. |
UINT |
4 |
RoutableTime Session |
Total time, in seconds, the agent was in the Routable state for all skill groups. |
UINT |
4 |
AgentOutCalls Session |
Total number of completed outbound ACD calls made by agent. |
UINT |
4 |
AgentOutCalls TalkTimeSession |
Total talk time, in seconds, for completed outbound ACD calls handled by the agent. The value includes the time spent from the call being initiated by the agent to the time the agent begins after call work for the call. The time includes hold time associated with the call. |
UINT |
4 |
AgentOutCalls Time Session |
Total handle time, in seconds, for completed outbound ACD calls handled by the agent. The value includes the time spent from the call being initiated by the agent to the time the agent completes after call work time for the call. The time includes hold time associated with the call. |
UINT |
4 |
AgentOutCalls Held Session |
The total number of completed outbound ACD calls the agent has placed on hold at least once. |
UINT |
4 |
AgentOutCalls HeldTime Session |
Total number of seconds outbound ACD calls were placed on hold. |
UINT |
4 |
HandledCalls Session |
The number of inbound ACD calls handled by the agent. |
UINT |
4 |
HandledCalls TalkTime Session |
Total talk time in seconds for Inbound ACD calls counted as handled by the agent. Includes hold time associated with the call. |
UINT |
4 |
HandledCalls AfterCall TimeSession |
Total after call work time in seconds for Inbound ACD calls counted as handled by the agent. |
UINT |
4 |
HandledCalls Time Session |
Total handle time, in seconds, for inbound ACD calls counted as handled by the agent. The time spent from the call being answered by the agent to the time the agent completed after call work time for the call. Includes hold time associated with the call. |
UINT |
4 |
IncomingCalls Held Session |
The total number of completed inbound ACD calls the agent placed on hold at least once. |
UINT |
4 |
IncomingCalls HeldTime Session |
Total number of seconds completed inbound ACD calls were placed on hold. |
UINT |
4 |
InternalCallsSession |
Number of internal calls initiated by the agent. |
UINT |
4 |
InternalCalls TimeSession |
Number of seconds spent on internal calls initiated by the agent. |
UINT |
4 |
InternalCalls RcvdSession |
Number of internal calls received by the agent. |
UINT |
4 |
InternalCalls RcvdTime Session |
Number of seconds spent on internal calls received by the agent. |
UINT |
4 |
InternalCalls HeldSession |
The total number of internal calls the agent placed on hold at least once. |
UINT |
4 |
InternalCalls HeldTime Session |
Total number of seconds completed internal calls were placed on hold. |
UINT |
4 |
AutoOutCalls Session |
Total number of AutoOut (predictive) calls completed by the agent. |
UINT |
4 |
AutoOutCalls TalkTime Session |
Total talk time, in seconds, of AutoOut (predictive) calls completed by the agent. The value includes the time spent from the call being initiated by the agent to the time the agent begins after call work for the call. The time includes hold time associated with the call. |
UINT |
4 |
AutoOutCalls Time Session |
Total handle time, in seconds, for AutoOut (predictive) calls completed by the agent. The value includes the time spent from the call being initiated by the agent to the time the agent completes after call work time for the call. The time includes hold time associated with the call. |
UINT |
4 |
AutoOutCalls Held Session |
The total number of completed AutoOut (predictive) calls the agent has placed on hold at least once. |
UINT |
4 |
AutoOutCalls HeldTime Session |
Total number of seconds AutoOut (predictive) calls were placed on hold. |
UINT |
4 |
PreviewCalls Session |
Total number of outbound Preview calls completed by the agent. |
UINT |
4 |
PreviewCalls TalkTime Session |
Total talk time, in seconds, of outbound Preview calls completed by the agent. The value includes the time spent from the call being initiated by the agent to the time the agent begins after call work for the call. The time includes hold time associated with the call. |
UINT |
4 |
PreviewCalls TimeSession |
Total handle time, in seconds, outbound Preview calls completed by the agent. The value includes the time spent from the call being initiated by the agent to the time the agent completes after call work time for the call. The time includes hold time associated with the call. |
UINT |
4 |
PreviewCalls HeldSession |
The total number of completed outbound Preview calls the agent has placed on hold at least once. |
UINT |
4 |
PreviewCalls HeldTime Session |
Total number of seconds outbound Preview calls were placed on hold. |
UINT |
4 |
Reservation CallsSession |
Total number of agent reservation calls completed by the agent. |
UINT |
4 |
Reservation CallsTalk TimeSession |
Total talk time, in seconds, of agent reservation calls completed by the agent. The value includes the time spent from the call being initiated by the agent to the time the agent begins after call work for the call. The time includes hold time associated with the call. |
UINT |
4 |
Reservation CallsTime Session |
Total handle time, in seconds, agent reservation calls completed by the agent. The value includes the time spent from the call being initiated by the agent to the time the agent completes after call work time for the call. The time includes hold time associated with the call. |
UINT |
4 |
Reservation CallsHeld Session |
The total number of completed agent reservation calls the agent has placed on hold at least once. |
UINT |
4 |
Reservation CallsHeld TimeSession |
Total number of seconds agent reservation calls were placed on hold. |
UINT |
4 |
BargeInCalls Session |
Total number of supervisor call barge-ins completed. |
UINT |
4 |
InterceptCalls Session |
Total number of supervisor call intercepts completed. |
UINT |
4 |
MonitorCalls Session |
Total number of supervisor call monitors completed. |
UINT |
4 |
WhisperCalls Session |
Total number of supervisor whisper calls completed. |
UINT |
4 |
EmergencyCallsSession |
Total number of emergency calls. |
UINT |
4 |
AvailTimeToday |
Total time, in seconds, the agent was in the Available state for any skill group. |
UINT |
4 |
LoggedOnTime Today |
Total time, in seconds, the agent has been logged on. |
UINT |
4 |
NotReadyTime Today |
Total time, in seconds, the agent was in the Not Ready state for all skill groups. |
UINT |
4 |
ICMAvailable TimeToday |
Total time, in seconds, the agent was in the Unified CCE Available state. |
UINT |
4 |
RoutableTime Today |
Total time, in seconds, the agent was in the Routable state for all skill groups. |
UINT |
4 |
AgentOutCalls Today |
Total number of completed outbound ACD calls made by agent. |
UINT |
4 |
AgentOutCalls TalkTime Today |
Total talk time, in seconds, for completed outbound ACD calls handled by the agent. The value includes the time spent from the call being initiated by the agent to the time the agent begins after call work for the call. The time includes hold time associated with the call. |
UINT |
4 |
AgentOutCalls Time Today |
Total handle time, in seconds, for completed outbound ACD calls handled by the agent. The value includes the time spent from the call being initiated by the agent to the time the agent completes after call work time for the call. The time includes hold time associated with the call. |
UINT |
4 |
AgentOutCalls HeldToday |
The total number of completed outbound ACD calls the agent has placed on hold at least once. |
UINT |
4 |
AgentOutCalls HeldTime Today |
Total number of seconds outbound ACD calls were placed on hold. |
UINT |
4 |
HandledCalls Today |
The number of inbound ACD calls handled by the agent. |
UINT |
4 |
HandledCalls TalkTime Today |
Total talk time in seconds for Inbound ACD calls counted as handled by the agent. Includes hold time associated with the call. |
UINT |
4 |
HandledCalls AfterCall TimeToday |
Total after call work time in seconds for Inbound ACD calls counted as handled by the agent. |
UINT |
4 |
HandledCalls TimeToday |
Total handle time, in seconds, for inbound ACD calls counted as handled by the agent. The time spent from the call being answered by the agent to the time the agent completed after call work time for the call. Includes hold time associated with the call. |
UINT |
4 |
IncomingCalls HeldToday |
The total number of completed inbound ACD calls the agent placed on hold at least once. |
UINT |
4 |
IncomingCalls HeldTime Today |
Total number of seconds completed inbound ACD calls were placed on hold. |
UINT |
4 |
InternalCalls Today |
Number of internal calls initiated by the agent. |
UINT |
4 |
InternalCalls TimeToday |
Number of seconds spent on internal calls initiated by the agent. |
UINT |
4 |
InternalCalls RcvdToday |
Number of internal calls received by the agent. |
UINT |
4 |
InternalCalls RcvdTime Today |
Number of seconds spent on internal calls received by the agent. |
UINT |
4 |
InternalCalls HeldToday |
The total number of internal calls the agent placed on hold at least once. |
UINT |
4 |
InternalCalls HeldTime Today |
Total number of seconds completed internal calls were placed on hold. |
UINT |
4 |
AutoOutCalls Today |
Total number of AutoOut (predictive) calls completed by the agent. |
UINT |
4 |
AutoOutCalls TalkTime Today |
Total talk time, in seconds, of AutoOut (predictive) calls completed by the agent. The value includes the time spent from the call being initiated by the agent to the time the agent begins after call work for the call. The time includes hold time associated with the call. |
UINT |
4 |
AutoOutCalls TimeToday |
Total handle time, in seconds, for AutoOut (predictive) calls completed by the agent. The value includes the time spent from the call being initiated by the agent to the time the agent completes after call work time for the call. The time includes hold time associated with the call. |
UINT |
4 |
AutoOutCalls HeldToday |
The total number of completed AutoOut (predictive) calls the agent has placed on hold at least once. |
UINT |
4 |
AutoOutCalls HeldTime Today |
Total number of seconds AutoOut (predictive) calls were placed on hold. |
UINT |
4 |
PreviewCalls Today |
Total number of outbound Preview calls completed by the agent. |
UINT |
4 |
PreviewCalls TalkTimeToday |
Total talk time, in seconds, of outbound Preview calls completed by the agent. The value includes the time spent from the call being initiated by the agent to the time the agent begins after call work for the call. The time includes hold time associated with the call. |
UINT |
4 |
PreviewCalls TimeToday |
Total handle time, in seconds, outbound Preview calls completed by the agent. The value includes the time spent from the call being initiated by the agent to the time the agent completes after call work time for the call. The time includes hold time associated with the call. |
UINT |
4 |
PreviewCalls HeldToday |
The total number of completed outbound Preview calls the agent has placed on hold at least once. |
UINT |
4 |
PreviewCalls HeldTimeToday |
Total number of seconds outbound Preview calls were placed on hold. |
UINT |
4 |
Reservation CallsToday |
Total number of agent reservation calls completed by the agent. |
UINT |
4 |
Reservation CallsTalk TimeToday |
Total talk time, in seconds, of agent reservation calls completed by the agent. The value includes the time spent from the call being initiated by the agent to the time the agent begins after call work for the call. The time includes hold time associated with the call. |
UINT |
4 |
Reservation CallsTimeToday |
Total handle time, in seconds, agent reservation calls completed by the agent. The value includes the time spent from the call being initiated by the agent to the time the agent completes after call work time for the call. The time includes hold time associated with the call. |
UINT |
4 |
Reservation CallsHeldToday |
The total number of completed agent reservation calls the agent has placed on hold at least once. |
UINT |
4 |
Reservation CallsHeld TimeToday |
Total number of seconds agent reservation calls were placed on hold. |
UINT |
4 |
BargeInCalls Today |
Total number of supervisor call barge-ins completed. |
UINT |
4 |
InterceptCalls Today |
Total number of supervisor call intercepts completed. |
UINT |
4 |
MonitorCalls Today |
Total number of supervisor call monitors completed. |
UINT |
4 |
WhisperCalls Today |
Total number of supervisor whisper calls completed. |
UINT |
4 |
EmergencyCalls Today |
Total number of emergency calls. |
UINT |
4 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
AgentExtension |
The agent’s ACD teleset extension. |
STRING |
16 |
AgentID |
The agent’s ACD login ID. |
STRING |
12 |
AgentInstrument |
The agent’s ACD instrument number. |
STRING |
64 |
The QUERY_SKILL_GROUP_STATISTICS_REQ message allows a CTI Client to obtain the current call handling statistics for one of the client agent’s skill groups. To avoid impacting system performance, clients should not request skill group statistics too frequently. Depending upon the needs of the client application, updating skill group statistics after each call is handled my be appropriate.
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 114. |
MHDR |
8 |
InvokeID |
An ID for this request message that will be returned in the corresponding confirm message. |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the skill group is located. |
UINT |
4 |
SkillGroupNumber |
The number of the desired agent SkillGroup, as known to the peripheral. May contain the special value NULL_SKILL_GROUP when SkillGroupID is supplied. Some ACDs ignore this field and/or use the ACD default; see the list in the CALL_DELIVERED_EVENT section. |
UINT |
4 |
SkillGroupID |
The SkillGroupID of the desired agent SkillGroup. May contain the special value NULL_SKILL_GROUP when SkillGroupNumber is supplied. |
UINT |
4 |
The CTI Server responds to the CTI Client with the QUERY_SKILL_GROUP_STATISTICS_CONF message. “ToHalf” values represent statistics accumulated in the current half hour period. “Today” values represent statistics accumulated since midnight. Call counts and times are updated when any after-call work for the call is completed (calls currently in progress are not included in the statistics):
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 115. |
MHDR |
8 |
InvokeID |
Set to the same value as the InvokeID from the corresponding request message. |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the skill group is located. |
UINT |
4 |
SkillGroupNumber |
The number of the desired agent SkillGroup, as known to the peripheral. May contain the special value NULL_SKILL_GROUP when SkillGroupID is supplied. Some ACDs ignore this field and/or use the ACD default; see the list in the CALL_DELIVERED_EVENT section. |
UINT |
4 |
SkillGroupID |
The SkillGroupID of the desired agent SkillGroup. May contain the special value NULL_SKILL_GROUP when not available. |
UINT |
4 |
Real-Time Statistics |
|||
AgentsLoggedOn |
Number of agents that are currently logged on to the skill group. |
UINT |
4 |
AgentsAvail |
Number of agents for the skill group in Available state. |
UINT |
4 |
AgentsNotReady |
Number of agents in the Not Ready state for the skill group. |
UINT |
4 |
AgentsReady |
Number of agents in the Ready state for the skill group. |
UINT |
4 |
AgentsTalkingIn |
Number of agents in the skill group currently talking on inbound calls. |
UINT |
4 |
AgentsTalkingOut |
Number of agents in the skill group currently talking on outbound calls. |
UINT |
4 |
AgentsTalkingOther |
Number of agents in the skill group currently talking on internal (not inbound or outbound) calls. |
UINT |
4 |
AgentsWorkNot Ready |
Number of agents in the skill group in the Work Not Ready state. |
UINT |
4 |
AgentsWorkReady |
Number of agents in the skill group in the Work Ready state. |
UINT |
4 |
AgentsBusyOther |
Number of agents currently busy with calls assigned to other skill groups. |
UINT |
4 |
AgentsReserved |
Number of agents for the skill group currently in the Reserved state. |
UINT |
4 |
AgentsHold |
Number of calls to the skill group currently on hold. |
UINT |
4 |
AgentsICM Available |
Number of agents in the skill group currently in the Unified CCE Available state. |
UINT |
4 |
AgentsApplication Available |
Number of agents in the skillgroup currently in the Application Available state. |
UINT |
4 |
AgentsTalkingAutoOut |
Number of calls to the skill group currently talking on AutoOut (predictive) calls. |
UINT |
4 |
AgentsTalking Preview |
Number of calls to the skill group currently talking on outbound Preview calls. |
UINT |
4 |
AgentsTalking Reservation |
Number of calls to the skill group currently talking on agent reservation calls. |
UINT |
4 |
RouterCallsQNow |
The number of calls currently queued by the Unified CCE call router for this skill group. This field is set to 0xFFFFFFFF when this value is unknown or unavailable. |
UINT |
4 |
LongestRouterCallQNow |
The queue time, in seconds, of the currently Unified CCE call router queued call that has been queued to the skill group the longest. This field is set to 0xFFFFFFFF when this value is unknown or unavailable. |
UINT |
4 |
CallsQNow |
The number of calls currently queued to the skill group. This field is set to 0xFFFFFFFF when this value is unknown or unavailable. |
UINT |
4 |
CallsQTimeNow |
The total queue time, in seconds, of calls currently queued to the skill group. This field is set to 0xFFFFFFFF when this value is unknown or unavailable. |
UINT |
4 |
LongestCallQNow |
The queue time, in seconds, of the currently queued call that has been queued to the skill group the longest. This field is set to 0xFFFFFFFF when this value is unknown or unavailable. |
UINT |
4 |
AvailTimeTo5 |
Total seconds agents in the skill group were in the Available state. |
UINT |
4 |
LoggedOnTimeTo5 |
Total time, in seconds, agents in the skill group were logged on. |
UINT |
4 |
NotReadyTimeTo5 |
Total seconds agents in the skill group were in the Not Ready state. |
UINT |
4 |
AgentOutCallsTo5 |
Total number of completed outbound ACD calls made by agents in the skill group. |
UINT |
4 |
AgentOutCallsTalk TimeTo5 |
Total talk time, in seconds, for completed outbound ACD calls handled by agents in the skill group. The value includes the time spent from the call being initiated by the agent to the time the agent begins after call work for the call. The time includes hold time associated with the call. |
UINT |
4 |
AgentOutCallsTimeTo5 |
Total handle time, in seconds, for completed outbound ACD calls handled by agents in the skill group. The value includes the time spent from the call being initiated by the agent to the time the agent completes after call work time for the call. The time includes hold time associated with the call. |
UINT |
4 |
AgentOutCallsHeldTo5 |
The total number of completed outbound ACD calls agents in the skill group have placed on hold at least once. |
UINT |
4 |
AgentOutCallsHeldTimeTo5 |
Total number of seconds outbound ACD calls were placed on hold by agents in the skill group. |
UINT |
4 |
HandledCallsTo5 |
The number of inbound ACD calls handled by agents in the skill group. |
UINT |
4 |
HandledCallsTalk TimeTo5 |
Total talk time in seconds for Inbound ACD calls counted as handled by agents in the skill group. Includes hold time associated with the call. |
UINT |
4 |
HandledCallsAfter CallTimeTo5 |
Total after call work time in seconds for Inbound ACD calls counted as handled by agents in the skill group. |
UINT |
4 |
HandledCallsTime To5 |
Total handle time, in seconds, for inbound ACD calls counted as handled by agents in the skill group. The time spent from the call being answered by the agent to the time the agent completed after call work time for the call. Includes hold time associated with the call. |
UINT |
4 |
IncomingCallsHeldTo5 |
The total number of completed inbound ACD calls agents in the skill group placed on hold at least once. |
UINT |
4 |
IncomingCallsHeldTimeTo5 |
Total number of seconds completed inbound ACD calls were placed on hold by agents in the skill group. |
UINT |
4 |
InternalCallsRcvdTo5 |
Number of internal calls received by agents in the skill group. |
UINT |
4 |
InternalCallsRcvd TimeTo5 |
Number of seconds spent on internal calls received by agents in the skill group. |
UINT |
4 |
InternalCallsHeldTo5 |
The total number of internal calls agents in the skill group placed on hold at least once. |
UINT |
4 |
InternalCallsHeld TimeTo5 |
Total number of seconds completed internal calls were placed on hold by agents in the skill group. |
UINT |
4 |
AutoOutCallsTo5 |
Total number of AutoOut (predictive) calls completed by agents in the skill group. |
UINT |
4 |
AutoOutCallsTalk TimeTo5 |
Total talk time, in seconds, for completed AutoOut (predictive) calls handled by agents in the skill group. The value includes the time spent from the call being initiated to the time the agent begins after call work for the call. The time includes hold time associated with the call. |
UINT |
4 |
AutoOutCallsTime To5 |
Total handle time, in seconds, for completed AutoOut (predictive) calls handled by agents in the skill group. The value includes the time spent from the call being initiated to the time the agent completes after call work time for the call. The time includes hold time associated with the call. |
UINT |
4 |
AutoOutCallsHeld To5 |
The total number of completed AutoOut (predictive) calls that agents in the skill group have placed on hold at least once. |
UINT |
4 |
AutoOutCallsHeld TimeTo5 |
Total number of seconds AutoOut (predictive) calls were placed on hold by agents in the skill group. |
UINT |
4 |
PreviewCallsTo5 |
Total number of outbound Preview calls completed by agents in the skill group. |
UINT |
4 |
PreviewCallsTalk TimeTo5 |
Total talk time, in seconds, for completed outbound Preview calls handled by agents in the skill group. The value includes the time spent from the call being initiated to the time the agent begins after call work for the call. The time includes hold time associated with the call. |
UINT |
4 |
PreviewCallsTime To5 |
Total handle time, in seconds, for completed outbound Preview calls handled by agents in the skill group. The value includes the time spent from the call being initiated to the time the agent completes after call work time for the call. The time includes hold time associated with the call. |
UINT |
4 |
PreviewCallsHeld To5 |
The total number of completed outbound Preview calls that agents in the skill group have placed on hold at least once. |
UINT |
4 |
PreviewCallsHeld TimeTo5 |
Total number of seconds outbound Preview calls were placed on hold by agents in the skill group. |
UINT |
4 |
ReservationCallsTo5 |
Total number of agent reservation calls completed by agents in the skill group. |
UINT |
4 |
ReservationCalls TalkTimeTo5 |
Total talk time, in seconds, for completed agent reservation calls handled by agents in the skill group. The value includes the time spent from the call being initiated to the time the agent begins after call work for the call. The time includes hold time associated with the call. |
UINT |
4 |
ReservationCalls TimeTo5 |
Total handle time, in seconds, for completed agent reservation calls handled by agents in the skill group. The value includes the time spent from the call being initiated to the time the agent completes after call work time for the call. The time includes hold time associated with the call. |
UINT |
4 |
ReservationCalls HeldTo5 |
The total number of agent reservation calls that agents in the skill group have placed on hold at least once. |
UINT |
4 |
ReservationCalls HeldTimeTo5 |
Total number of seconds agent reservation calls were placed on hold by agents in the skill group. |
UINT |
4 |
BargeInCallsTo5 |
Total number of supervisor call barge-ins completed in the skill group. |
UINT |
4 |
InterceptCallsTo5 |
Total number of supervisor call intercepts completed in the skill group. |
UINT |
4 |
MonitorCallsTo5 |
Total number of supervisor call monitors completed in the skill group. |
UINT |
4 |
WhisperCallsTo5 |
Total number of supervisor call whispers completed by agents in the skill group. |
UINT |
4 |
EmergencyCallsTo5 |
Total number of emergency calls completed by agents in the skill group. |
UINT |
4 |
CallsQ5 |
The number of calls queued to the skill group during the current five-minute. This field is set to 0xFFFFFFFF when this value is unknown or unavailable. |
UINT |
4 |
CallsQTime5 |
The total queue time, in seconds, of calls queued to the skill group during the current five-minute. This field is set to 0xFFFFFFFF when this value is unknown or unavailable. |
UINT |
4 |
LongestCallQ5 |
The longest queue time, in seconds, of all calls queued to the skill group during the current five-minute. This field is set to 0xFFFFFFFF when this value is unknown or unavailable. |
UINT |
4 |
AvailTimeToHalf |
Total seconds agents in the skill group were in the Available state. |
UINT |
4 |
LoggedOnTime ToHalf |
Total time, in seconds, agents in the skill group were logged on. |
UINT |
4 |
NotReadyTime ToHalf |
Total seconds agents in the skill group were in the Not Ready state. |
UINT |
4 |
AgentOutCallsTo Half |
Total number of completed outbound ACD calls made by agents in the skill group. |
UINT |
4 |
AgentOutCallsTalk TimeToHalf |
Total talk time, in seconds, for completed outbound ACD calls handled by agents in the skill group. The value includes the time spent from the call being initiated by the agent to the time the agent begins after call work for the call. The time includes hold time associated with the call. |
UINT |
4 |
AgentOutCallsTimeToHalf |
Total handle time, in seconds, for completed outbound ACD calls handled by agents in the skill group. The value includes the time spent from the call being initiated by the agent to the time the agent completes after call work time for the call. The time includes hold time associated with the call. |
UINT |
4 |
AgentOutCallsHeldToHalf |
The total number of completed outbound ACD calls agents in the skill group have placed on hold at least once. |
UINT |
4 |
AgentOutCallsHeldTimeToHalf |
Total number of seconds outbound ACD calls were placed on hold by agents in the skill group. |
UINT |
4 |
HandledCallsToHalf |
The number of inbound ACD calls handled by agents in the skill group. |
UINT |
4 |
HandledCallsTalk TimeToHalf |
Total talk time in seconds for Inbound ACD calls counted as handled by agents in the skill group. Includes hold time associated with the call. |
UINT |
4 |
HandledCallsAfter CallTimeToHalf |
Total after call work time in seconds for Inbound ACD calls counted as handled by agents in the skill group. |
UINT |
4 |
HandledCallsTime ToHalf |
Total handle time, in seconds, for inbound ACD calls counted as handled by agents in the skill group. The time spent from the call being answered by the agent to the time the agent completed after call work time for the call. Includes hold time associated with the call. |
UINT |
4 |
IncomingCallsHeldToHalf |
The total number of completed inbound ACD calls agents in the skill group placed on hold at least once. |
UINT |
4 |
IncomingCallsHeldTimeToHalf |
Total number of seconds completed inbound ACD calls were placed on hold by agents in the skill group. |
UINT |
4 |
InternalCallsRcvdToHalf |
Number of internal calls received by agents in the skill group. |
UINT |
4 |
InternalCallsRcvd TimeToHalf |
Number of seconds spent on internal calls received by agents in the skill group. |
UINT |
4 |
InternalCallsHeldToHalf |
The total number of internal calls agents in the skill group placed on hold at least once. |
UINT |
4 |
InternalCallsHeld TimeToHalf |
Total number of seconds completed internal calls were placed on hold by agents in the skill group. |
UINT |
4 |
AutoOutCallsToHalf |
Total number of AutoOut (predictive) calls completed by agents in the skill group. |
UINT |
4 |
AutoOutCallsTalk TimeToHalf |
Total talk time, in seconds, for completed AutoOut (predictive) calls handled by agents in the skill group. The value includes the time spent from the call being initiated to the time the agent begins after call work for the call. The time includes hold time associated with the call. |
UINT |
4 |
AutoOutCallsTime ToHalf |
Total handle time, in seconds, for completed AutoOut (predictive) calls handled by agents in the skill group. The value includes the time spent from the call being initiated to the time the agent completes after call work time for the call. The time includes hold time associated with the call. |
UINT |
4 |
AutoOutCallsHeld ToHalf |
The total number of completed AutoOut (predictive) calls that agents in the skill group have placed on hold at least once. |
UINT |
4 |
AutoOutCallsHeld TimeToHalf |
Total number of seconds AutoOut (predictive) calls were placed on hold by agents in the skill group. |
UINT |
4 |
PreviewCallsToHalf |
Total number of outbound Preview calls completed by agents in the skill group. |
UINT |
4 |
PreviewCallsTalk TimeToHalf |
Total talk time, in seconds, for completed outbound Preview calls handled by agents in the skill group. The value includes the time spent from the call being initiated to the time the agent begins after call work for the call. The time includes hold time associated with the call. |
UINT |
4 |
PreviewCallsTime ToHalf |
Total handle time, in seconds, for completed outbound Preview calls handled by agents in the skill group. The value includes the time spent from the call being initiated to the time the agent completes after call work time for the call. The time includes hold time associated with the call. |
UINT |
4 |
PreviewCallsHeldToHalf |
The total number of completed outbound Preview calls that agents in the skill group have placed on hold at least once. |
UINT |
4 |
PreviewCallsHeld TimeToHalf |
Total number of seconds outbound Preview calls were placed on hold by agents in the skill group. |
UINT |
4 |
ReservationCallsToHalf |
Total number of agent reservation calls completed by agents in the skill group. |
UINT |
4 |
ReservationCalls TalkTimeToHalf |
Total talk time, in seconds, for completed agent reservation calls handled by agents in the skill group. The value includes the time spent from the call being initiated to the time the agent begins after call work for the call. The time includes hold time associated with the call. |
UINT |
4 |
ReservationCalls TimeToHalf |
Total handle time, in seconds, for completed agent reservation calls handled by agents in the skill group. The value includes the time spent from the call being initiated to the time the agent completes after call work time for the call. The time includes hold time associated with the call. |
UINT |
4 |
ReservationCalls HeldToHalf |
The total number of agent reservation calls that agents in the skill group have placed on hold at least once. |
UINT |
4 |
ReservationCalls HeldTimeToHalf |
Total number of seconds agent reservation calls were placed on hold by agents in the skill group. |
UINT |
4 |
BargeInCallsToHalf |
Total number of supervisor call barge-ins completed in the skill group. |
UINT |
4 |
InterceptCallsTo Half |
Total number of supervisor call intercepts completed in the skill group. |
UINT |
4 |
MonitorCallsToHalf |
Total number of supervisor call monitors completed in the skill group. |
UINT |
4 |
WhisperCallsToHalf |
Total number of supervisor call whispers completed by agents in the skill group. |
UINT |
4 |
EmergencyCalls ToHalf |
Total number of emergency calls completed by agents in the skill group. |
UINT |
4 |
CallsQHalf |
The number of calls queued to the skill group during the current half hour. This field is set to 0xFFFFFFFF when this value is unknown or unavailable. |
UINT |
4 |
CallsQTimeHalf |
The total queue time, in seconds, of calls queued to the skill group during the current half hour. This field is set to 0xFFFFFFFF when this value is unknown or unavailable. |
UINT |
4 |
LongestCallQHalf |
The longest queue time, in seconds, of all calls queued to the skill group during the current half hour. This field is set to 0xFFFFFFFF when this value is unknown or unavailable. |
UINT |
4 |
AvailTimeToday |
Total seconds agents in the skill group were in the Available state. |
UINT |
4 |
LoggedOnTime Today |
Total time, in seconds, agents in the skill group were logged on. |
UINT |
4 |
NotReadyTime Today |
Total seconds agents in the skill group were in the Not Ready state. |
UINT |
4 |
AgentOutCalls Today |
Total number of completed outbound ACD calls made by agents in the skill group. |
UINT |
4 |
AgentOutCallsTalk TimeToday |
Total talk time, in seconds, for completed outbound ACD calls handled by agents in the skill group. The value includes the time spent from the call being initiated by the agent to the time the agent begins after call work for the call. The time includes hold time associated with the call. |
UINT |
4 |
AgentOutCallsTimeToday |
Total handle time, in seconds, for completed outbound ACD calls handled by agents in the skill group. The value includes the time spent from the call being initiated by the agent to the time the agent completes after call work time for the call. The time includes hold time associated with the call. |
UINT |
4 |
AgentOutCallsHeldToday |
The total number of completed outbound ACD calls agents in the skill group have placed on hold at least once. |
UINT |
4 |
AgentOutCallsHeldTimeToday |
Total number of seconds outbound ACD calls were placed on hold by agents in the skill group. |
UINT |
4 |
HandledCallsToday |
The number of inbound ACD calls handled by agents in the skill group. |
UINT |
4 |
HandledCallsTalk TimeToday |
Total talk time in seconds for Inbound ACD calls counted as handled by agents in the skill group. Includes hold time associated with the call. |
UINT |
4 |
HandledCallsAfter CallTimeToday |
Total after call work time in seconds for Inbound ACD calls counted as handled by agents in the skill group. |
UINT |
4 |
HandledCallsTime Today |
Total handle time, in seconds, for inbound ACD calls counted as handled by agents in the skill group. The time spent from the call being answered by the agent to the time the agent completed after call work time for the call. Includes hold time associated with the call. |
UINT |
4 |
IncomingCallsHeldToday |
The total number of completed inbound ACD calls agents in the skill group placed on hold at least once. |
UINT |
4 |
IncomingCallsHeldTimeToday |
Total number of seconds completed inbound ACD calls were placed on hold by agents in the skill group. |
UINT |
4 |
InternalCallsRcvd Today |
Number of internal calls received by agents in the skill group. |
UINT |
4 |
InternalCallsRcvd TimeToday |
Number of seconds spent on internal calls received by agents in the skill group. |
UINT |
4 |
InternalCallsHeld Today |
The total number of internal calls agents in the skill group placed on hold at least once. |
UINT |
4 |
InternalCallsHeld TimeToday |
Total number of seconds completed internal calls were placed on hold by agents in the skill group. |
UINT |
4 |
AutoOutCallsToday |
Total number of AutoOut (predictive) calls completed by agents in the skill group. |
UINT |
4 |
AutoOutCallsTalk TimeToday |
Total talk time, in seconds, for completed AutoOut (predictive) calls handled by agents in the skill group. The value includes the time spent from the call being initiated to the time the agent begins after call work for the call. The time includes hold time associated with the call. |
UINT |
4 |
AutoOutCallsTime Today |
Total handle time, in seconds, for completed AutoOut (predictive) calls handled by agents in the skill group. The value includes the time spent from the call being initiated to the time the agent completes after call work time for the call. The time includes hold time associated with the call. |
UINT |
4 |
AutoOutCallsHeld Today |
The total number of completed AutoOut (predictive) calls that agents in the skill group have placed on hold at least once. |
UINT |
4 |
AutoOutCallsHeld TimeToday |
Total number of seconds AutoOut (predictive) calls were placed on hold by agents in the skill group. |
UINT |
4 |
PreviewCallsToday |
Total number of outbound Preview calls completed by agents in the skill group. |
UINT |
4 |
PreviewCallsTalk TimeToday |
Total talk time, in seconds, for completed outbound Preview calls handled by agents in the skill group. The value includes the time spent from the call being initiated to the time the agent begins after call work for the call. The time includes hold time associated with the call. |
UINT |
4 |
PreviewCallsTime Today |
Total handle time, in seconds, for completed outbound Preview calls handled by agents in the skill group. The value includes the time spent from the call being initiated to the time the agent completes after call work time for the call. The time includes hold time associated with the call. |
UINT |
4 |
PreviewCallsHeld Today |
The total number of completed outbound Preview calls that agents in the skill group have placed on hold at least once. |
UINT |
4 |
PreviewCallsHeld TimeToday |
Total number of seconds outbound Preview calls were placed on hold by agents in the skill group. |
UINT |
4 |
ReservationCalls Today |
Total number of agent reservation calls completed by agents in the skill group. |
UINT |
4 |
ReservationCalls TalkTimeToday |
Total talk time, in seconds, for completed agent reservation calls handled by agents in the skill group. The value includes the time spent from the call being initiated to the time the agent begins after call work for the call. The time includes hold time associated with the call. |
UINT |
4 |
ReservationCalls TimeToday |
Total handle time, in seconds, for completed agent reservation calls handled by agents in the skill group. The value includes the time spent from the call being initiated to the time the agent completes after call work time for the call. The time includes hold time associated with the call. |
UINT |
4 |
ReservationCalls HeldToday |
The total number of agent reservation calls that agents in the skill group have placed on hold at least once. |
UINT |
4 |
ReservationCalls HeldTimeToday |
Total number of seconds agent reservation calls were placed on hold by agents in the skill group. |
UINT |
4 |
BargeInCallsToday |
Total number of supervisor call barge-ins completed in the skill group. |
UINT |
4 |
InterceptCallsToday |
Total number of supervisor call intercepts completed in the skill group. |
UINT |
4 |
MonitorCallsToday |
Total number of supervisor call monitors completed in the skill group. |
UINT |
4 |
WhisperCallsToday |
Total number of supervisor call whispers completed by agents in the skill group. |
UINT |
4 |
EmergencyCalls Today |
Total number of emergency calls completed by agents in the skill group. |
UINT |
4 |
CallsQToday |
The number of calls queued to the skill. This field is set to 0xFFFFFFFF when this value is unknown or unavailable. |
UINT |
4 |
CallsQTimeToday |
The total queue time, in seconds, of calls queued to the skill group. This field is set to 0xFFFFFFFF when this value is unknown or unavailable. |
UINT |
4 |
LongestCallQToday |
The longest queue time, in seconds, of all calls queued to the skill group. This field is set to 0xFFFFFFFF when this value is unknown or unavailable. |
UINT |
4 |
The REGISTER_VARIABLES_REQ message allows a CTI Client to register the call context variables that it will use. By default, a CTI Client that does not explicitly register variables will receive all call and ECC variables. If a CTI Client does not want to receive all possible variables, it must explicitly register for each variable that it wants.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 110. |
MHDR |
8 |
InvokeID |
Set to the value of the InvokeID from the corresponding request message. |
UINT |
4 |
CallVariable Mask |
A bitwise combination of Call Variable Masks corresponding to the call variables that the client wishes to receive. |
USHORT |
2 |
NumNamed Variables |
The number of NamedVariable floating fields present in the floating part of the message. |
USHORT |
2 |
NumNamed Arrays |
The number of NamedArray floating fields present in the floating part of the message. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
NamedVariable (optional) |
A variable name defined in the Unified CCE that the CTI Client wishes to use. There may be an arbitrary number of Named Variable and NamedArray fields in the message, up to a combined total limit of 2000 bytes. The variable value provided is ignored in this request. |
NAMED VAR |
251 |
NamedArray (optional) |
An array variable name defined in the Unified CCE that the CTI Client wishes to use. There may be an arbitrary number of Named Variable and NamedArray fields in the message, up to a combined total limit of 2000 bytes. The array index and value provided are ignored in this request. |
NAMED ARRAY |
252 |
If any specified Named Variable or Named Array is subsequently removed from the Unified CCE while the CTI Client session is still open, the CTI Server will send a FAILURE_EVENT message to the CTI Client.
Mask Name |
Description |
Value |
---|---|---|
CALL_VAR_1_MASK |
CallVariable1 |
0x0001 |
CALL_VAR_2_MASK |
CallVariable2 |
0x0002 |
CALL_VAR_3_MASK |
CallVariable3 |
0x0004 |
CALL_VAR_4_MASK |
CallVariable4 |
0x0008 |
CALL_VAR_5_MASK |
CallVariable5 |
0x0010 |
CALL_VAR_6_MASK |
CallVariable6 |
0x0020 |
CALL_VAR_7_MASK |
CallVariable7 |
0x0040 |
CALL_VAR_8_MASK |
CallVariable8 |
0x0080 |
CALL_VAR_9_MASK |
CallVariable9 |
0x0100 |
CALL_VAR_10_MASK |
CallVariable10 |
0x0200 |
If any specified Named Variable or Named Array is not currently configured in the Unified CCE, the CTI Server responds to the CTI Client with a FAILURE_CONF message. Otherwise, the CTI Server responds with a REGISTER_VARIABLES_CONF message:
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 118. |
MHDR |
8 |
InvokeID |
An ID for this request message that will be returned in the corresponding confirm message. |
UINT |
4 |
This message is sent by a CTI Client to set one or more application variables. Variables not provided in the message are not affected.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 129. |
MHDR |
8 |
InvokeID |
An ID for this request message that will be returned in the corresponding confirm message. |
UINT |
4 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ApplicationPathID |
The ID of the ApplicationPath which the variables belong. |
INT |
4 |
CallVariable1 (optional) |
Call-related variable data. |
STRING |
41 |
… |
… |
… |
… |
CallVariable10 (optional) |
Call-related variable data. |
STRING |
41 |
FltCallTypeID (optional) |
If present, shows the call type of the call. |
UINT |
4 |
PreCallInvokeID (optional) |
If present, specifies the invoke of the PreCall related to this event. |
UNIT |
4 |
When the requested call variables have been updated, and the new values are guaranteed to remain set in the event that the CTI session is abnormally terminated, the CTI Server responds to the CTI Client that requested the update with the SET_APP_DATA_CONF message:
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 130. |
MHDR |
8 |
InvokeID |
Set to the same value as the InvokeID from the corresponding request message. |
UINT |
4 |
A CTI client may send a START_RECORDING_REQ message, requesting CTI server to start recording a call. Upon receiving the START_RECORDING_REQ, CTI server will try to find an available recording server to satisfy the recording request. The recording server will return START_RECORDING_CONF to CTI Server. Upon receipt of the START_RECORDING_CONF from the recording server, it will send START_RECORDING_CONF to the requesting CTI client.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 147. |
MHDR |
8 |
InvokeID |
An ID for this request message that will be returned in the corresponding confirm message. |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the call is located. |
UINT |
4 |
ConnectionCallID |
The Call ID value assigned to this call by the peripheral or Unified CCE. |
UINT |
4 |
ClientPort |
The TCP/IP port number of the VoIP media stream. |
UINT |
4 |
BitRate |
The media bit rate, used for g.723 payload only. |
UINT |
4 |
PacketSize |
In milliseconds. |
UINT |
4 |
ConnectionDevice IDType |
Indicates the type of the connection identifier supplied in the ConnectionDeviceID floating field. |
USHORT |
2 |
Direction |
The direction of the event. One of the following values: 0: Input; 1: Output; 2: Bi-directional. |
USHORT |
2 |
RTPType |
The type of the event. One of the following values: 0: Audio; 1: Video; 2: Data. |
USHORT |
2 |
EchoCancellation |
on/off |
USHORT |
2 |
PayloadType |
The audio codec type. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ConnectionDevice ID |
The identifier of the connection between the call and the device. |
STRING |
64 |
ClientID (server only) |
The ClientID of the CTI client requesting call recording, provided by CTIServer when this message is sent to a server application. |
STRING |
64 |
ClientAddress (server only) |
The IP address of the CTI client requesting call recording, provided by CTIServer when this message is sent to a server application. |
STRING |
64 |
AgentExtension |
The agent’s ACD teleset extension. For requesting clients with ALL EVENTS or PERIPHERAL MONITOR service, at least one of AgentExtension, AgentID, or AgentInstrument must be provided. |
STRING |
16 |
AgentID |
The agent’s ACD login ID. For requesting clients with ALL EVENTS or PERIPHERAL MONITOR service, at least one of AgentExtension, AgentID, or AgentInstrument must be provided. |
STRING |
12 |
AgentInstrument |
The agent’s ACD instrument number. For requesting clients with ALL EVENTS or PERIPHERAL MONITOR service, at least one of AgentExtension, AgentID, or AgentInstrument must be provided. |
STRING |
64 |
The CTIServer forwards the START_RECORDING_REQ message to one or more servers applications that have registered the “Cisco:CallRecording” service. The recording server will return the START_RECORDING_CONF message when call recording has been activated. Upon receipt of the START_RECORDING_CONF, the CTI Server forwards the response to the requesting CTI Client:
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 148. |
MHDR |
8 |
InvokeID |
Set to the same value as the InvokeID from the corresponding request message. |
UINT |
4 |
SessionID |
A value that uniquely identifies the server application session providing the call recording service that should be supplied by the client in the STOP_RECORDING_REQ message that terminates this recording. Server applications should set this field to 0xffffffff if the subsequent STOP_ RECORDING_REQ should be sent only to that server, or set to zero if the STOP_RECORDING_REQ may be sent to any registered server. |
UINT |
4 |
ServerData |
An ID or other server value associated with this call recording that should be supplied by the client in the STOP_RECORDING_REQ message that terminates this recording. |
UINT |
4 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ClientID (client only) |
The ClientID of the server application providing the call recording service, provided by CTIServer when this message is sent to a client application. |
STRING |
64 |
ClientAddress (client only) |
The IP address of the server application providing the call recording service, provided by CTIServer when this message is sent to a client application. |
STRING |
64 |
This table defines the format of the STOP_RECORDING_REQ message:
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 149. |
MHDR |
8 |
InvokeID |
An ID for this request message that will be returned in the corresponding confirm message. |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the call is located. |
UINT |
4 |
ConnectionCallID |
The Call ID value assigned to this call by the peripheral or Unified CCE. |
UINT |
4 |
ClientPort |
The TCP/IP port number of the VoIP media stream. |
UINT |
4 |
SessionID |
A value that uniquely identifies the server application session providing the call recording service that was returned to the client in the START_RECORDING_CONF message that initiated this recording. A zero value indicates that the request may be directed to any registered server. |
UINT |
4 |
ServerData |
The ID or other server value associated with this call recording that was returned to the client in the START_RECORDING_CONF message that initiated this recording. |
UINT |
4 |
ConnectionDevice IDType |
Indicates the type of the connection identifier supplied in the ConnectionDeviceID floating field. |
USHORT |
2 |
Direction |
The direction of the event. One of the following values: 0: Input; 1: Output; 2: Bi-directional. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ConnectionDevice ID |
The identifier of the connection between the call and the device. |
STRING |
64 |
ClientID (server only) |
The ClientID of the CTI client making this request, provided by CTIServer when this message is sent to a server application. |
STRING |
64 |
ClientAddress (server only) |
The IP address of the CTI making this request, provided by CTIServer when this message is sent to a server application. |
STRING |
64 |
AgentExtension |
The agent’s ACD teleset extension. For requesting clients with ALL EVENTS or PERIPHERAL MONITOR service, at least one of AgentExtension, AgentID, or AgentInstrument must be provided. |
STRING |
16 |
AgentID |
The agent’s ACD login ID. For requesting clients with ALL EVENTS or PERIPHERAL MONITOR service, at least one of AgentExtension, AgentID, or AgentInstrument must be provided. |
STRING |
12 |
AgentInstrument |
The agent’s ACD instrument number. For requesting clients with ALL EVENTS or PERIPHERAL MONITOR service, at least one of AgentExtension, AgentID, or AgentInstrument must be provided. |
STRING |
64 |
The CTIServer forwards the STOP_RECORDING_REQ message to the server application with session SessionID if non-zero, or if SessionID is zero to one or more server applications that have registered the “Cisco:CallRecording” service. The recording server will return the STOP_RECORDING_CONF message when call recording has been terminated. Upon receipt of the STOP_RECORDING_CONF, the CTI Server forwards the response to the requesting CTI Client:
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType= 150. |
MHDR |
8 |
InvokeID |
Set to the same value as the InvokeID from the corresponding request message. |
UINT |
4 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ClientID (client only) |
The ClientID of the server application terminating the call recording service, provided by CTIServer when this message is sent to a client application. |
STRING |
64 |
ClientAddress (client only) |
The IP address of the server application terminating the call recording service, provided by CTIServer when this message is sent to a client application. |
STRING |
64 |
This table defines the format of the AGENT_DESK_SETTINGS_REQ message:
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 131. |
MHDR |
8 |
InvokeID |
Set to the same value as the InvokeID from the corresponding request message. |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the device is located. |
UINT |
4 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
AgentID (optional) |
The agent’s ACD login ID. |
STRING |
12 |
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 132. |
MHDR |
8 |
InvokeID |
Set to the same value as the InvokeID from the corresponding request message. |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the device is located. |
UINT |
4 |
DeskSettingsMask |
A bitwise combination of the Boolean desk setting Masks listed in following table. |
UINT |
4 |
WrapupData IncomingMode |
Indicates whether the agent is allowed or required to enter wrap-up data after an inbound call: 0 = Required, 1 = Optional, 2 = Not allowed, 3 = Required With WrapupData. |
UINT |
4 |
WrapupData OutgoingMode |
Indicates whether the agent is allowed or required to enter wrap-up data after an outbound call: 0 = Required, 1 = Optional, 2 = Not allowed. |
UINT |
4 |
LogoutNonActivityTime |
Number of seconds on non-activity at the desktop after which the Unified CCE automatically logs out the agent. |
UINT |
4 |
QualityRecording Rate |
Indicates how frequently calls to the agent are recorded. |
UINT |
4 |
RingNoAnswer Time |
Number of seconds a call may ring at the agent’s station before being redirected. |
UINT |
4 |
SilentMonitor WarningMessage |
Set when a warning message box will prompt on agent desktop when silent monitor starts. |
UINT |
4 |
SilentMonitor AudibleIndication |
Set for an audio click at beginning of the silent monitor. |
UINT |
4 |
SupervisorAssist CallMethod |
Set for Unified CCE PIM will create a blind conference call for supervisor assist request; otherwise will create consultative call. |
UINT |
4 |
EmergencyCall Method |
Set for Unified CCE PIM will create a blind conference call for emergency call request; otherwise create a consultative call. |
UINT |
4 |
AutoRecordOn Emergency |
Set for automatically record when emergency call request. |
UINT |
4 |
RecordingMode |
Set for the recording request go through Unified CM/PIM. |
UINT |
4 |
WorkModeTimer |
Auto Wrap-up time out. |
UINT |
4 |
RingNoAnswerDN |
The dialed number identifier for new re-route destination in the case of ring no answer. |
UINT |
4 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
DefaultDevicePort Address |
Optional value to override the default port address for the agent telephony device. |
STRING |
32 |
Mask Name |
Description |
Value |
DESK_AVAIL_AFTER_ INCOMING_MASK |
Set for automatically consider the agent available after handling an incoming call. |
0x00000001 |
DESK_AVAIL_AFTER_ OUTGOING_MASK |
Set for automatically consider the agent available after handling an outbound call. |
0x00000002 |
DESK_AUTO_ANSWER_ ENABLED_MASK |
Set when calls to the agent are automatically answered. |
0x00000004 |
DESK_IDLE_REASON_ REQUIRED_MASK |
Set when the agent must enter a reason before entering the Idle state. |
0x00000008 |
DESK_LOGOUT_REASON_ REQUIRED_MASK |
Set when the agent must enter a reason before logging out. |
0x00000010 |
DESK_SUPERVISOR_CALLS_ALLOWED_MASK |
Set when the agent can initiate supervisor assisted calls. |
0x00000020 |
DESK_AGENT_TO_AGENT_ CALLS_ALLOWED |
Set when calls to other agents are allowed. |
0x00000040 |
DESK_OUTBOUND_ACCESS_INTERNATIONAL_MASK |
Set when the agent can initiate international calls. |
0x00000080 |
DESK_OUTBOUND_ACCESS_PUBLIC_NET_ MASK |
Set when the agent can initiate calls through the public network. |
0x00000100 |
DESK_OUTBOUND_ACCESS_PRIVATE_NET_ MASK |
Set when the agent can initiate calls through the private network. |
0x00000200 |
DESK_OUTBOUND_ACCESS_OPERATOR_ ASSISTED_MASK |
Set when the agent can initiate operator assisted calls. |
0x00000400 |
DESK_OUTBOUND_ACCESS_PBX_MASK |
Set when the agent can initiate outbound PBX calls. |
0x00000800 |
DESK_NON_ACD_CALLS_ ALLOWED_MASK |
Set when the agent can place or handle non-ACD calls. |
0x00001000 |
DESK_AGENT_CAN_SELECT_GROUP_MASK |
Set when the agent can select which groups they are logged in to. |
0x00002000 |
The Connection Monitor service generates Unified CCE Alarm Events whenever a CTI client session that has been granted this service is established or is terminated. The alarm messages contain the ClientID, Client Signature, and IP address of the CTI client and indicate whether the session was established, terminated normally (i.e. a CTI client CLOSE_REQ), or terminated abnormally. You can use these alarms to notify administrative personnel when, for example, an unattended CTI Bridge Server client may need attention. This service has no CTI client messages.
The Client Control service lets CTI client applications request changes to agent states, establish, answer, control, and terminate calls on behalf of a specified agent position, and manipulate telephone features associated with a desktop telephone device. The Client Control service permits a CTI client with Client Events service to control the associated agent device and rejects attempts to control any other devices. CTI clients with All Events service may attempt to control any agent device (subject to any limitations imposed by the peripheral).
Client Control service messages that initiate new calls contain a boolean PostRoute field. When this field is set to TRUE, the value in the DialedNumber field of the message and the accumulated call context data is presented to Unified CCE r as a Post-Route request from the peripheral’s routing client. The label returned in the Unified CCE’s route response then initiates the call instead of the given dialed number. This enables the CTI client to harness the power of the Unified CCE to find the most appropriate destination for the call.
The Client Control service consists of paired request/response messages. The CTI client sends a request message for the desired control action, and the CTI Server response indicates the outcome of the request. Depending on the specifics of the request, 10 to 15 seconds may elapse before the CTI Server returns the response message.
Receipt of the request is indicated by the corresponding control action confirmation message. If a request is unsuccessful, the CTI server instead sends a CONTROL_FAILURE_CONF message to indicate that the requested control service function identified by the given InvokeID was unsuccessful.
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 35. |
MHDR |
8 |
InvokeID |
Set to the value of the InvokeID from the corresponding request message. |
UINT |
4 |
FailureCode |
A Status Code value specifying the reason that the request failed. |
USHORT |
2 |
PeripheralError Code |
Peripheral-specific error data, if available. Zero otherwise. |
UINT |
4 |
The CTI client may receive unsolicited call or agent event messages that are caused by the request before or after the request confirmation message.
This figure illustrates the general Client Control message flow (using the messages to control agent state, described later in this section):
This table summarizes the Client Control service messages:
Message |
Action Requested |
Server Response Message |
QUERY_AGENT_STATE_ REQ |
Retrieve the current state of an agent at a specified device. |
QUERY_AGENT_STATE_ CONF |
SET_AGENT_STATE_ REQ |
Change an ACD agent’s state. |
SET_AGENT_STATE_ CONF |
ALTERNATE_CALL_REQ |
Place an active call on hold and then retrieve a previously held call or answer an alerting call at the same device. |
ALTERNATE_CALL_CONF |
ANSWER_CALL_REQ |
Connect an alerting call at the device that is alerting. |
ANSWER_CALL_CONF |
CLEAR_CALL_REQ |
Release all devices from the specified call. |
CLEAR_CALL_CONF |
CLEAR_CONNECTION_ REQ |
Release a specific device connection from the designated call. |
CLEAR_CONNECTION_ CONF |
CONFERENCE_CALL_ REQ |
Conference an existing held call with another active call. |
CONFERENCE_CALL_ CONF |
CONSULTATION_CALL_REQ |
Place an active call on hold and then make a new call. |
CONSULTATION_CALL_ CONF |
DEFLECT_CALL_REQ |
Move an alerting call from a known device to another device. |
DEFLECT_CALL_CONF |
HOLD_CALL_REQ |
Place an existing call connection into the held state. |
HOLD_CALL_CONF |
MAKE_CALL_REQ |
Initiate a call between two devices. |
MAKE_CALL_CONF |
RECONNECT_CALL_ REQ |
Clear an active call and retrieve an existing held call. |
RECONNECT_CALL_CONF |
RETRIEVE_CALL_REQ |
Retrieve an existing held connection. |
RETRIEVE_CALL_CONF |
TRANSFER_CALL_REQ |
Transfer a held call to another active call at the same device. |
TRANSFER_CALL_CONF |
QUERY_DEVICE_INFO_ REQ |
Retrieve general information about a specified device. |
QUERY_DEVICE_INFO_ CONF |
SNAPSHOT_CALL_REQ |
Retrieve information about a specified call. |
SNAPSHOT_CALL_CONF |
SNAPSHOT_DEVICE_ REQ |
Retrieve information about a specified device. |
SNAPSHOT_DEVICE_CONF |
SEND_DTMF_SIGNAL_ REQ |
Transmit a series of DTMF tones. |
SEND_DTMF_SIGNAL_ CONF |
SUPERVISOR_ASSIST_ REQ |
Assistance from a supervisor. |
SUPERVISOR_ASSIST_ CONF |
EMERGENCY_CALL_ REQ |
Emergency call to supervisor. |
EMERGENCY_CALL_ CONF |
BAD_CALL_REQ |
Indicate a bad line condition. |
BAD_CALL_CONF |
Send this message to retrieve the current state of an agent at a specified device.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 36. |
MHDR |
8 |
InvokeID |
An ID for this request message, returned in the corresponding confirm message. |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the device is located. |
UINT |
4 |
MRDID |
Media Routing Domain ID as configured in Unified CCE and the ARM client. MRDID and one of ICMAgentID, AgentExtension, AgentID, or AgentInstrument must be provided. |
INT |
4 |
ICMAgentID |
The Skill Target ID, a unique agent identifier for Unified CCE. At least one of ICMAgentID, AgentExtension, AgentID, or AgentInstrument must be provided. |
INT |
4 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
AgentExtension |
The agent’s ACD teleset extension. At least one of ICMAgentID, AgentExtension, AgentID, or AgentInstrument must be provided. |
STRING |
16 |
AgentID |
The agent’s ACD login ID. At least one of ICMAgentID, AgentExtension, AgentID, or AgentInstrument must be provided. |
STRING |
12 |
AgentInstrument |
The agent’s ACD instrument number. At least one of ICMAgentID, AgentExtension, AgentID, or AgentInstrument must be provided. |
STRING |
64 |
The CTI Server sends the QUERY_AGENT_STATE CONF message as the query response:
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 37. |
MHDR |
8 |
InvokeID |
Set to the value of the InvokeID from the corresponding request message. |
UINT |
4 |
AgentState |
An AgentState value representing the current state of the associated agent. |
USHORT |
2 |
NumSkillGroups |
The number of Skill Groups that the agent is currently associated with, up to a maximum of 20. This value also indicates the number of SkillGroup Number, SkillGroupID, SkillGroup Priority, and Skill GroupState floating fields in the floating part of the message. |
USHORT |
2 |
MRDID |
Media Routing Domain ID as configured in Unified CCE and the ARM client. |
INT |
4 |
NumTasks |
The number of tasks currently assigned to the agent – this is the number that Unified CCE compares to the MaxTaskLimit to decide if the agent is available to be assigned additional tasks. This includes active tasks as well as those that are offered, paused, and in wrapup. |
UINT |
4 |
AgentMode |
The mode that the agent will be in when the login completes. ROUTABLE = 1, NOT ROUTABLE = 0 |
USHORT |
2 |
MaxTaskLimit |
The maximum number of tasks that the agent can be simultaneously working on. |
UINT |
4 |
ICMAgentID |
The Skill Target ID, a unique agent identifier for Unified CCE. |
INT |
4 |
Agent Availability Status |
An agent is available to work on a task in this Media Routing Domain if the agent meets all of these conditions: • The agent is routable for this Media Routing Domain • The agent is not in Not Ready state for skill groups in other Media Routing Domain • The agent is temp routable, meaning that the agent is not in Reserved, Active, Work-Ready, or Work-Not Ready state on a non-interruptible task in another Media Routing Domain. • The agent has not reached the maximum task limit for this Media Routing Domain An available agent is eligible to be assigned a task. Who can assign a task to the agent is determined by whether or not the agent is Routable. An agent is ICMAvailable in MRD X if he is available in X and Routable with respect to X. An agent is ApplicationAvailable in MRD X if he is available in X and not Routable with respect to X. Otherwise an agent is NotAvailable in MRD X. NOT AVAILABLE = 0, ICM AVAILABLE = 1, APPLICATION AVAILABLE=2 |
UINT |
4 |
DepartmentID |
Department ID of the Agent |
INT |
4 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max Size |
AgentID (optional) |
The agent’s ACD login ID, if an agent is logged into the specified device. |
STRING |
12 |
AgentExtension (optional) |
The agent’s ACD teleset extension, if an agent is logged into the specified device. |
STRING |
16 |
AgentInstrument (optional) |
The agent’s ACD instrument number, if an agent is logged into the specified device. |
STRING |
64 |
SkillGroup Number |
The number of an agent Skill Group queue that the call has been added to, as known to the peripheral. May contain the special value NULL_SKILL_GROUP when not applicable or not available. There may be more than one SkillGroupNumber field in the message (see NumSkillGroups). |
UINT |
4 |
SkillGroupID |
The SkillGroupID of the agent SkillGroup queue that the call has been added to. May contain the special value NULL_SKILL_ GROUP when not applicable or not available. There may be more than one SkillGroup ID field in the message (see Num SkillGroups). This field always immediately follows the corresponding SkillGroupNumber field. |
UINT |
4 |
SkillGroup Priority |
The priority of the skill group, or 0 when skill group priority is not applicable or not available. There may be more than one SkillGroup Priority field in the message (see NumSkillGroups). This field always immediately follows the corresponding SkillGroupID field. |
USHORT |
2 |
SkillGroupState |
One of the values from representing the current state of the associated agent with respect to the skill group. There may be more than one SkillGroupState field in the message (see NumSkillGroups). This field always immediately follows the corresponding SkillGroupPriority field. |
USHORT |
2 |
InternalAgentState |
A value representing the agent's internal state. All the transitional states the agent goes through are part of agent internal states values. Cisco reserved this tag for internal use only. |
USHORT |
2 |
Use this message to change an ACD agent state to one of the values defined below.
Note | For Remote Agent login, use “;” to separate the instrument and agent phone number in the AgentInstrument field. Use RA_CALL_BY_CALL or RA_NAILED_CONNECTION in the AgentWorkMode field for the Remote Agent login mode. |
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 38. |
MHDR |
8 |
InvokeID |
An ID for this request message, returned in the corresponding confirm message. |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the device is located. |
UINT |
4 |
AgentState |
An AgentState value representing the desired state of the associated agent. |
USHORT |
2 |
AgentWorkMode |
An AgentWorkMode value representing the desired work mode of the associated agent. |
USHORT |
2 |
NumSkillGroups |
The number of SkillGroup Number and SkillGroup Priority fields in the floating part of the message, up to a maximum of 10. |
USHORT |
2 |
EventReasonCode |
A peripheral-specific code indicating the reason for the state change. |
USHORT |
2 |
ForcedFlag |
The CTI Server is requested to force this state change regardless of its validity. Used only with AGENT_STATE_LOGIN or AGENT_STATE_LOGOFF: 0 = FALSE 1 = TRUE 2 = Agent authentication only. No agent state change. Use with AGENT_STATE_LOGIN. Note that this parameter is not used in CTI Server and is reserved for future use. |
UCHAR |
1 |
AgentServiceReq |
BitMask indicates what services the agent expects. |
UINT |
4 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
AgentInstrument |
The agent’s ACD instrument number |
STRING |
64 |
AgentID (optional) |
The agent’s ACD login ID. This field is required when AgentState is AGENT_ STATE_LOGIN or AGENT_ STATE_LOGOUT. |
STRING |
12 |
AgentPassword (optional) |
The password that allows an agent to log into or out of an agent SkillGroup. This field is required when AgentState is AGENT_STATE_LOGIN or AGENT_ STATE_LOGOUT and the SSOEnabled element is not set to 1. |
STRING |
64 |
PositionID (optional) |
Required by some peripherals when AgentState is AGENT_ STATE_LOGIN. |
STRING |
12 |
SupervisorID (optional) |
Required by some peripherals when AgentState is AGENT_ STATE_LOGIN. |
STRING |
12 |
SSOEnabled (optional) |
When AgentState is AGENT_ STATE_LOGIN, this field indicates the agent's SSO configuration at the client: |
||
SkillGroupNumber (optional) |
When AgentState is AGENT_ STATE_LOGIN or AGENT_ STATE_LOGOUT, this field may be required by some peripherals and specifies the number (as known to the peripheral) of the agent Skill Group that the agent will be logged into or out of. There may be more than one Skill GroupNumber field in the message (see NumSkill Groups). If AgentState is AGENT_ STATE_LOGOUT and no SkillGroupNumber fields are provided, the agent will be logged out of ALL currently logged-in skill groups. Some ACDs ignore this field and/or use the ACD default; see the list in the CALL_DELIVERED_EVENT section. |
INT |
4 |
SkillGroupPriority |
The priority of the skill group, or 0 when skill group priority is not applicable or not available. There may be more than one SkillGroup Priority field in the message (see NumSkill Groups). This field always immediately follows the corresponding SkillGroup Number field. |
USHORT |
2 |
The CTI Server sends the SET_AGENT_STATE_CONF message to confirm receipt of the request:
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 39. |
MHDR |
8 |
InvokeID |
Set to the value of the InvokeID from the corresponding request message. |
UINT |
4 |
Use this message to alternate between calls. This message requests the compound action of placing an active call on hold and then either retrieving a previously held call or answering an alerting call at the same device.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 40. |
MHDR |
8 |
InvokeID |
An ID for this request message, returned in the corresponding confirm message. |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the calls are located. |
UINT |
4 |
ActiveConnection CallID |
The Call ID value assigned to the currently active call by the peripheral or Unified CCE. |
UINT |
4 |
OtherConnection CallID |
The Call ID value assigned to the other call by the peripheral or Unified CCE. |
UINT |
4 |
ActiveConnection DeviceIDType |
The type of device ID in the ActiveConnectionDeviceID floating field. |
USHORT |
2 |
OtherConnection DeviceIDType |
The type of device ID in the Other ConnectionDeviceID floating field. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ActiveConnection DeviceID |
The device ID of the device associated with the currently active connection. |
STRING |
64 |
OtherConnection Device ID |
The device ID of the device associated with the other connection. |
STRING |
64 |
AgentInstrument (optional) |
The agent’s ACD instrument number. |
STRING |
64 |
The CTI Server sends the ALTERNATE_CALL_CONF message to confirm receipt of the request:
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 41. |
MHDR |
8 |
InvokeID |
Set to the value of the InvokeID from the corresponding request message. |
UINT |
4 |
Use this message upon delivery of an alerting call, to connect the alerting call at the device that is alerting. The ANSWER_CALL_REQ message is defined in this table:
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 42. |
MHDR |
8 |
InvokeID |
An ID for this request message, returned in the corresponding confirm message. |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the call is located. |
UINT |
4 |
ConnectionCallID |
The Call ID value assigned to the call by the peripheral or Unified CCE. May contain the special value 0xffffffff if the alerting Call ID value is not provided. |
UINT |
4 |
ConnectionDevice IDType |
The type of device ID in the ConnectionDeviceID floating field. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ConnectionDevice ID |
The device ID of the device associated with the connection. |
STRING |
64 |
AgentInstrument (optional) |
The ACD instrument number of the instrument that should answer the call. |
STRING |
64 |
The CTI Server sends the ANSWER_CALL_CONF message to confirm receipt of the request:
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. Message Type = 43. |
MHDR |
8 |
InvokeID |
Set to the value of the InvokeID from the corresponding request message. |
UINT |
4 |
Use this message on hanging up a call, to release all devices from the specified call.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 44. |
MHDR |
8 |
InvokeID |
An ID for this request message, returned in the corresponding confirm message. |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the call is located. |
UINT |
4 |
ConnectionCallID |
The Call ID value assigned to the call by the peripheral or Unified CCE. |
UINT |
4 |
ConnectionDevice IDType |
The type of device ID in the ConnectionDeviceID floating field. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ConnectionDevice ID |
The device ID of the device associated with the connection. |
STRING |
64 |
AgentInstrument (optional) |
The agent’s ACD instrument number. |
STRING |
64 |
The CTI Server sends the CLEAR_CALL_CONF message to confirm receipt of the request:
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. Message Type = 45. |
MHDR |
8 |
InvokeID |
Set to the value of the InvokeID from the corresponding request message. |
UINT |
4 |
Use this message on hanging up a specific phone, to release the device connection from the designated call.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 46. |
MHDR |
8 |
InvokeID |
An ID for this request message, returned in the corresponding confirm message. |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the call is located. |
UINT |
4 |
ConnectionCallID |
The Call ID value assigned to the call by the peripheral or Unified CCE. |
UINT |
4 |
ConnectionDevice IDType |
The type of device ID in the ConnectionDeviceID floating field. |
USHORT |
2 |
RequestingDevice IDType (optional) |
Indicates the type of the device identifier supplied in the RequestingDeviceID field. NONE is an acceptable value. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ConnectionDeviceID |
The device ID of the device connection that is to be released. |
STRING |
64 |
AgentInstrument (optional) |
The ACD instrument number of the instrument with device connection that is to be released. |
STRING |
64 |
CTIOSCILClientID |
Unique ID for use by CTI OS to identify the CIL Client. |
STRING |
64 |
RequestingDeviceID (optional) |
Optionally specifies the controller device requesting the clear operation. |
STRING |
64 |
The CTI Server sends the CLEAR_CONNECTION_CONF message to confirm receipt of the request:
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 47. |
MHDR |
8 |
InvokeID |
Set to the value of the InvokeID from the corresponding request message. |
UINT |
4 |
Use this message to conference an existing held call with another active call. The two calls are merged and the two connections at the conferencing device are in the connected state.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 48. |
MHDR |
8 |
InvokeID |
An ID for this request message, returned in the corresponding confirm message. |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the call is located. |
UINT |
4 |
HeldConnection CallID |
The Call ID value assigned to the held call by the peripheral or Unified CCE. |
UINT |
4 |
ActiveConnection CallID |
The Call ID value assigned to the active call by the peripheral or Unified CCE. |
UINT |
4 |
HeldConnection DeviceIDType |
The type of device ID in the HeldConnectionDeviceID floating field. |
USHORT |
2 |
ActiveConnection DeviceIDType |
The type of device ID in the ActiveConnectionDevice ID floating. |
USHORT |
2 |
CallPlacementType |
A CallPlacementType value specifying how the call is to be placed. |
USHORT |
2 |
CallMannerType |
A CallMannerType value specifying additional call processing options. |
USHORT |
2 |
AlertRings |
The maximum amount of time that the call’s destination will remain alerting, specified as an approximate number of rings. A zero value indicates that the peripheral default (typically 10 rings) should be used. |
USHORT |
2 |
CallOption |
A CallOption value specifying additional peripheral-specific call options. |
USHORT |
2 |
FacilityType |
A FacilityType value indicating the type of facility to be used. |
USHORT |
2 |
AnsweringMachine |
An AnsweringMachine value specifying the action to be taken if the call is answered by an answering machine. |
USHORT |
2 |
Priority |
Set to TRUE if the call should receive priority handling. |
BOOL |
2 |
PostRoute |
When this field is set to TRUE and a DialedNumber is provided instead of a held call (single step conference), the Unified CCE post-routing capabilities determine the new call destination. |
BOOL |
2 |
NumNamed Variables |
The number of NamedVariable floating fields present in the floating part of the message. |
USHORT |
2 |
NumNamed Arrays |
The number of NamedArray floating fields present in the floating part of the message. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ActiveConnection DeviceID |
The device ID of the device associated with the active connection. |
STRING |
64 |
HeldConnection Device ID |
The device ID of the device associated with the held connection. |
STRING |
64 |
AgentInstrument (optional) |
The agent’s ACD instrument number. |
STRING |
64 |
DialedNumber (optional) |
The number to be dialed to effect a single step conference of the active call. Either a HeldConnection DeviceID or DialedNumber is required. |
STRING |
40 |
UserToUserInfo (optional) |
The ISDN user-to-user information. |
UNSPEC |
131 |
CallVariable1 (optional) |
Call-related variable data. |
STRING |
41 |
… |
… |
… |
… |
CallVariable10 (optional) |
Call-related variable data. |
STRING |
41 |
CallWrapupData (optional) |
Call-related wrapup data. |
STRING |
40 |
NamedVariable (optional) |
Call-related variable data that has a variable name defined in the Unified CCE. There may be an arbitrary number of NamedVariable and NamedArray fields in the message, subject to a combined total limit of 2000 bytes. |
NAMEDVAR |
251 |
NamedArray (optional) |
Call-related variable data that has an array variable name defined in the Unified CCE. There may be an arbitrary number of Named Variable and NamedArray fields in the message, subject to a combined total limit of 2000 bytes. |
NAMED ARRAY |
252 |
FacilityCode (optional) |
A trunk access code, split extension, or other data needed to access the chosen facility. |
STRING |
40 |
Authorization Code (optional) |
An authorization code needed to access the resources required to initiate the call. |
STRING |
40 |
AccountCode (optional) |
A cost-accounting or client number used by the peripheral for charge-back purposes. |
STRING |
40 |
The CTI Server sends the CONFERENCE_CALL_CONF message to confirm receipt of the request:
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 49. |
MHDR |
8 |
InvokeID |
Set to the value of the InvokeID from the corresponding request message. |
UINT |
4 |
NewConnection CallID |
The Call ID value assigned to the resulting conference call by the peripheral or Unified CCE. |
UINT |
4 |
NewConnection DeviceIDType |
The type of device ID in the NewConnectionDeviceID floating field. |
USHORT |
2 |
NumParties |
The number of active connections associated with this conference call, up to a maximum of 16. This value also indicates the number of Connected PartyCallID, ConnectedParty DeviceIDType, and Connected PartyDeviceID floating fields in the floating part of the message. |
USHORT |
2 |
LineHandle |
This field identifies the teleset line used, if known. Otherwise this field is set to 0xffff. |
USHORT |
2 |
LineType |
The type of the teleset line in the LineHandle field. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
NewConnection DeviceID |
The device ID of the device associated with the connection. |
STRING |
64 |
ConnectedParty CallID (optional) |
The Call ID value assigned to one of the conference call parties. There may be more than one ConnectedParty CallID field in the message (see NumParties). |
UINT |
4 |
ConnectedParty DeviceIDType (optional) |
The type of device ID in the following ConnectedParty DeviceID floating field. There may be more than one ConnectedPartyDevice IDType field in the message (see NumParties). This field always immediately follows the corresponding Connected PartyCallID field. |
USHORT |
2 |
ConnectedParty DeviceID (optional) |
The device identifier of one of the conference call parties. There may be more than one ConnectedParty DeviceID field in the message (see NumParties). This field always immediately follows the corresponding Connected PartyDeviceIDType field. |
STRING |
64 |
Use this message to request the combined action of placing an active call on hold and then making a new call. By default, the CTI Server uses the call context data of the active call to initialize the context data of the consultation call. You can override some or all of this original call context in the consultation call by providing the desired values in this request.
Because this request includes putting the call on hold, you cannot use it for a call that is already on hold. If you use this in a third-party desktop, the desktop must disable any options that make use of this call when the active call is on hold.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 50. |
MHDR |
8 |
InvokeID |
An ID for this request message, returned in the corresponding confirm message. |
UINT |
4 |
PeripheralID |
The Unified CCE PeripheralID of the ACD where the call is located. |
UINT |
4 |
ActiveConnectionCallID |
The Call ID value assigned to the active call by the peripheral or Unified CCE. |
UINT |
4 |
ActiveConnectionDeviceIDType |
The type of device ID in the ActiveConnectionDeviceID floating field. |
USHORT |
2 |
CallPlacementType |
A CallPlacementType value specifying how the call is to be placed. |
USHORT |
2 |
CallMannerType |
A CallMannerType value specifying additional call processing options. |
USHORT |
2 |
ConsultType |
A ConsultType value indicating the reason for initiating the consult call. |
USHORT |
2 |
AlertRings |
The maximum amount of time that the call’s destination will remain alerting, specified as an approximate number of rings. A zero value indicates that the peripheral default (typically 10 rings) should be used. |
USHORT |
2 |
CallOption |
A CallOption value specifying additional peripheral-specific call options. |
USHORT |
2 |
FacilityType |
A FacilityType Value indicating the type of facility to be used. |
USHORT |
2 |
Answering Machine |
An AnsweringMachine value specifying the action to be taken if the call is answered by an answering machine. |
USHORT |
2 |
Priority |
Set this field to TRUE if the consultation call should receive priority handling. |
BOOL |
2 |
PostRoute |
When TRUE, the Unified CCE post-routing capabilities determine the new call destination. |
BOOL |
2 |
NumNamed Variables |
The number of NamedVariable floating fields present in the floating part of the message. |
USHORT |
2 |
NumNamed Arrays |
The number of NamedArray floating fields present in the floating part of the message. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ActiveConnection DeviceID |
The device ID of the device associated with the active connection. |
STRING |
64 |
DialedNumber |
The number to be dialed to establish the new call. |
STRING |
40 |
AgentInstrument (optional) |
The ACD instrument number of the instrument that should initiate the new call. This field may be required for some peripheral types. |
STRING |
64 |
UserToUserInfo (optional) |
The ISDN user-to-user information element that should be used in place of the corresponding data from the active call. |
UNSPEC |
131 |
CallVariable1 (optional) |
Call-related variable data that should be used in place of the corresponding variable from the active call. |
STRING |
41 |
… |
… |
… |
… |
CallVariable10 (optional) |
Call-related variable data that should be used in place of the corresponding variable from the active call. |
STRING |
41 |
CallWrapupData (optional) |
Call-related wrapup data that should be used in place of the corresponding data from the active call. |
STRING |
40 |
NamedVariable (optional) |
Call-related variable data that has a variable name defined in the Unified CCE. There may be an arbitrary number of Named Variable and NamedArray fields in the message, subject to a combined total limit of 2000 bytes. |
NAMEDVAR |
251 |
NamedArray (optional) |
Call-related variable data that has an array variable name defined in the Unified CCE. There may be an arbitrary number of Named Variable and NamedArray fields in the message, subject to a combined total limit of 2000 bytes. |
NAMEDARRAY |
252 |
FacilityCode (optional) |
A trunk access code, split extension, or other data needed to access the chosen facility. |
STRING |
40 |
Authorization Code (optional) |
An authorization code needed to access the resources required to initiate the call. |
STRING |
40 |
AccountCode (optional) |
A cost-accounting or client number used by the peripheral for charge-back purposes. |
STRING |
40 |
The CTI Server sends the CONSULTATION_CALL_CONF message to confirm receipt of the request:
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 51. |
MHDR |
8 |
InvokeID |
Set to the value of the InvokeID from the corresponding request message. |
UINT |
4 |
NewConnection CallID |
The Call ID value assigned to the resulting new call by the peripheral or Unified CCE. |
UINT |
4 |
NewConnection DeviceIDType |
The type of device ID in the NewConnectionDeviceID floating field. |
USHORT |
2 |
LineHandle |
This field identifies the teleset line used, if known. Otherwise this field is set to 0xffff. |
USHORT |
2 |
LineType |
The type of the teleset line in the LineHandle field. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
NewConnection DeviceID |
The device ID of the device associated with the new call. |
STRING |
64 |
Use this message during a call forward operation, to take an alerting call from a known device and move it to another device.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 52. |
MHDR |
8 |
InvokeID |
An ID for this request message, returned in the corresponding confirm message. |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the call is located. |
UINT |
4 |
ConnectionCallID |
The Call ID value assigned to the alerting call by the peripheral or Unified CCE. |
UINT |
4 |
ConnectionDevice IDType |
The type of device ID in the ConnectionDeviceID floating field. |
USHORT |
2 |
CalledDevice Type |
The type of device ID in the Called DeviceID floating field. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ConnectionDeviceID |
The device ID of the device associated with the alerting connection. |
STRING |
64 |
CalledDeviceID |
The destination device address identifying where the call is to be deflected. |
STRING |
64 |
AgentInstrument (optional) |
The agent’s ACD instrument number. |
STRING |
64 |
The CTI Server sends the DEFLECT_CALL_CONF message to confirm receipt of the request:
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 53. |
MHDR |
8 |
InvokeID |
Set to the value of the InvokeID from the corresponding request message. |
UINT |
4 |
Use this message to place an existing call connection into the held state.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 54. |
MHDR |
8 |
InvokeID |
An ID for this request message, returned in the corresponding confirm message. |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the call is located. |
UINT |
4 |
ConnectionCallID |
The Call ID value assigned to the call by the peripheral or Unified CCE. |
UINT |
4 |
ConnectionDevice IDType |
The type of device ID in the ConnectionDeviceID floating field. |
USHORT |
2 |
Reservation |
TRUE to reserve the facility for reuse by the held call. Not appropriate for most non-ISDN telephones. |
BOOL |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ConnectionDevice ID |
The device ID of the device associated with the connection. |
STRING |
64 |
AgentInstrument (optional) |
The agent’s ACD instrument number. |
STRING |
64 |
The CTI Server sends the HOLD_CALL_CONF message to confirm receipt of the request.
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 55. |
MHDR |
8 |
InvokeID |
Set to the value of the InvokeID from the corresponding request message. |
UINT |
4 |
Use this message to initiate a call between two devices. This request attempts to create a new call and establish a connection between the calling device (originator) and the called device (destination).
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 56. |
MHDR |
8 |
InvokeID |
An ID for this request message, returned in the corresponding confirm message. |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the devices are located. |
UINT |
4 |
CallPlacementType |
A CallPlacementType value specifying how the call is to be placed. |
USHORT |
2 |
CallMannerType |
A CallMannerType specifying additional call processing options. |
USHORT |
2 |
AlertRings |
The maximum amount of time that the call’s destination will remain alerting, specified as an approximate number of rings. A zero value indicates to use the peripheral default (typically 10 rings). |
USHORT |
2 |
CallOption |
A CallOption value specifying additional peripheral-specific call options. |
USHORT |
2 |
FacilityType |
A FacilityType value indicating the type of facility to be used. |
USHORT |
2 |
AnsweringMachine |
An AnsweringMachine value specifying the action to be taken if the call is answered by an answering machine. |
USHORT |
2 |
Priority |
Set this field to TRUE if the call should receive priority handling. |
BOOL |
2 |
PostRoute |
When TRUE, the Unified CCE post-routing capabilities determine the new call destination. |
BOOL |
2 |
NumNamed Variables |
The number of NamedVariable floating fields present in the floating part of the message. |
USHORT |
2 |
NumNamedArrays |
The number of NamedArray floating fields present in the floating part of the message. |
USHORT |
2 |
SkilGroupNumber |
The peripheral number of the skill group to make the call on behalf of. May be NULL_SKILL_GROU P if default is desired. |
UINT |
4 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
AgentInstrument |
The agent’s ACD instrument number |
STRING |
64 |
DialedNumber |
The number to be dialed to establish the new call. |
STRING |
40 |
UserToUserInfo (optional) |
The ISDN user-to-user information. |
UNSPEC |
131 |
CallVariable1 (optional) |
Call-related variable data. |
STRING |
41 |
… |
… |
… |
… |
CallVariable10 (optional) |
Call-related variable data. |
STRING |
41 |
CallWrapupData (optional) |
Call-related wrapup data. |
STRING |
40 |
NamedVariable (optional) |
Call-related variable data that has a variable name defined in the Unified CCE. There may be an arbitrary number of Named Variable and NamedArray fields in the message, subject to a combined total limit of 2000 bytes. . |
NAMED VAR |
251 |
NamedArray (optional) |
Call-related variable data that has an array variable name defined in the Unified CCE. There may be an arbitrary number of Named Variable and NamedArray fields in the message, subject to a combined total limit of 2000 bytes. |
NAMED ARRAY |
252 |
FacilityCode (optional) |
A trunk access code, split extension, or other data needed to access the chosen facility. |
STRING |
40 |
AuthorizationCode (optional) |
An authorization code needed to access the resources required to initiate the call. |
STRING |
40 |
AccountCode (optional) |
A cost-accounting or client number used by the peripheral for charge-back purposes. |
STRING |
40 |
CCT (optional) |
Call control table, required for Aspect PIM unless Call Placement Type is CPT_OUTBOUND. |
STRING |
4 |
The CTI Server sends the MAKE_CALL_CONF message to confirm receipt of the request.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 57. |
MHDR |
8 |
InvokeID |
Set to the value of the InvokeID from the corresponding request message. |
UINT |
4 |
NewConnection CallID |
The Call ID value assigned to the call by the peripheral or Unified CCE. |
UINT |
4 |
NewConnection DeviceIDType |
The type of device ID in the NewConnection Device ID floating field. |
USHORT |
2 |
LineHandle |
This field identifies the teleset line used, if known. Otherwise this field is set to 0xffff. |
USHORT |
2 |
LineType |
The type of the teleset line in the LineHandle field. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
NewConnection DeviceID |
The device ID of the device associated with the connection. |
STRING |
64 |
Use this message to request the initiation of a call between a group of devices and a logical device on behalf of a calling device (originating). The request creates a new call and establishes a connection with the called device (terminating).
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 58. |
MHDR |
8 |
InvokeID |
An ID for this request message that will be returned in the corresponding confirm message. |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the devices are located. |
UINT |
4 |
CallPlacementType |
A CallPlacementType value specifying how the call is to be placed. |
USHORT |
2 |
CallMannerType |
A CallMannerType value specifying additional call processing options. |
USHORT |
2 |
AlertRings |
The maximum amount of time that the call’s destination will remain alerting, specified as an approximate number of rings. A zero value indicates that the peripheral default (typically 10 rings) should be used. |
USHORT |
2 |
CallOption |
A CallOption value specifying additional peripheral-specific call options. |
USHORT |
2 |
FacilityType |
A FacilityType value indicating the type of facility to be used. |
USHORT |
2 |
AnsweringMachine |
An AnsweringMachine value specifying the action to be taken if the call is answered by an answering machine. |
USHORT |
2 |
Priority |
Set this field to TRUE if the call should receive priority handling. |
BOOL |
2 |
AllocationState |
An AllocationState value indicating the destination connection state that should cause the call to be connected to the originating device. |
USHORT |
2 |
DestinationCountry |
A DestinationCountry value specifying the country of the destination of the call. |
USHORT |
2 |
AnswerDetectMode |
An AnswerDetectMode value specifying the mode of operation of the answering machine detection equipment. |
USHORT |
2 |
AnswerDetectTime |
The time interval, in seconds, allotted for answering machine detection. A zero value indicates that the peripheral default should be used. |
USHORT |
2 |
AnswerDetect Control1 |
A peripheral-specific value used to control the operation of answering machine detection equipment. Set this field to zero when not used or not applicable. |
ULONG |
4 |
AnswerDetect Control2 |
A peripheral-specific value used to control the operation of answering machine detection equipment. Set this field to zero when not used or not applicable. |
ULONG |
4 |
NumNamed Variables |
The number of NamedVariable floating fields present in the floating part of the message. |
USHORT |
2 |
NumNamedArrays |
The number of NamedArray floating fields present in the floating part of the message. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
OriginatingDevice ID |
The ACD device (CCT, VDN, etc.) that will originate the call. |
STRING |
64 |
DialedNumber |
The number to be dialed to establish the new call. |
STRING |
40 |
UserToUserInfo (optional) |
The ISDN user-to-user information. |
UNSPEC |
131 |
CallVariable1 (optional) |
Call-related variable data. |
STRING |
41 |
… |
… |
… |
… |
CallVariable10 (optional) |
Call-related variable data. |
STRING |
41 |
CallWrapupData (optional) |
Call-related wrapup data. |
STRING |
40 |
NamedVariable (optional) |
Call-related variable data that has a variable name defined in the Unified CCE. There may be an arbitrary number of Named Variable and NamedArray fields in the message, subject to a combined total limit of 2000 bytes. |
NAMEDVAR |
251 |
NamedArray (optional) |
Call-related variable data that has an array variable name defined in the Unified CCE. There may be an arbitrary number of Named Variable and NamedArray fields in the message, subject to a combined total limit of 2000 bytes. |
NAMED ARRAY |
252 |
FacilityCode (optional) |
A trunk access code, split extension, or other data needed to access the chosen facility. |
STRING |
40 |
AuthorizationCode (optional) |
An authorization code needed to access the resources required to initiate the call. |
STRING |
40 |
AccountCode (optional) |
A cost-accounting or client number used by the peripheral for charge-back purposes. |
STRING |
40 |
OriginatingLineID (optional) |
The originating line ID to be used for the call (not supported by all ACDs and trunk types). |
STRING |
40 |
CCT (optional) |
Call control table, required for Aspect PIM unless Call Placement Type is CPT_OUTBOUND. |
STRING |
4 |
The MAKE_PREDICTIVE_CALL_CONF message confirms receipt of the request.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 59. |
MHDR |
8 |
InvokeID |
Set to the same value as the InvokeID from the corresponding request message. |
UINT |
4 |
NewConnectionCallID |
The Call ID value assigned to the call by the peripheral or Unified CCE. |
UINT |
4 |
NewConnectionDeviceIDType |
Indicates the type of the device identifier supplied in the NewConnectionDeviceID floating field. |
USHORT |
2 |
LineHandle |
This field identifies the teleset line used, if known. Otherwise this field is set to 0xffff. |
USHORT |
2 |
LineType |
Indicates the type of the teleset line given in the LineHandle field. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
NewConnectionDeviceID |
The device identifier of the device associated with the connection. |
STRING |
64 |
Use this message to request the combined action of clearing an active call and then retrieving an existing held call.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 60. |
MHDR |
8 |
InvokeID |
An ID for this request message, returned in the corresponding confirm message. |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the calls are located. |
UINT |
4 |
ActiveConnectionCallID |
The Call ID value assigned to the currently active call by the peripheral or Unified CCE. |
UINT |
4 |
HeldConnectionCallID |
The Call ID value assigned to the held call by the peripheral or Unified CCE. |
UINT |
4 |
ActiveConnectionDevice IDType |
The type of device ID in the ActiveConnection DeviceID floating field. |
USHORT |
2 |
HeldConnectionDevice IDType |
The type of device ID in the HeldConnectionDeviceID. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ActiveConnection DeviceID |
The device ID of the device associated with the currently active connection. |
STRING |
64 |
HeldConnectionDevice ID |
The device ID of the device associated with the held connection. |
STRING |
64 |
AgentInstrument (optional) |
The agent’s ACD instrument number. |
STRING |
64 |
The CTI Server sends the RECONNECT_CALL_CONF message to confirm receipt of the request:
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. Message Type = 61. |
MHDR |
8 |
InvokeID |
Set to the value of the InvokeID from the corresponding request message. |
UINT |
4 |
Use this message to retrieve an existing held connection.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 62. |
MHDR |
8 |
InvokeID |
An ID for this request message, returned in the corresponding confirm message. |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the call is located. |
UINT |
4 |
HeldConnection CallID |
The Call ID value assigned to the held call by the peripheral or Unified CCE. |
UINT |
4 |
HeldConnection DeviceIDType |
The type of device ID in the HeldConnectionDeviceID floating field. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
HeldConnection DeviceID |
The device ID of the device associated with the held connection. |
STRING |
64 |
AgentInstrument (optional) |
The agent’s ACD instrument number. |
STRING |
64 |
The CTI Server sends the RETRIEVE_CALL_CONF message to confirm receipt of the request.
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 63. |
MHDR |
8 |
InvokeID |
Set to the value of the InvokeID from the corresponding request message. |
UINT |
4 |
Use this message to transfer a held call to an active call. The two calls must have connections to a single common device. Upon transfer, both of the connections with the common device become NULL and their connection identifiers are released.
You can also use this message to transfer an active call to another number (single step or blind transfer).
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 64. |
MHDR |
8 |
InvokeID |
An ID for this request message, returned in the corresponding confirm message. |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the calls are located. |
UINT |
4 |
ActiveConnection CallID |
The Call ID value assigned to the currently active call by the peripheral or Unified CCE. |
UINT |
4 |
HeldConnectionCallID |
The Call ID value assigned to the held call by the peripheral or Unified CCE. If there is no held call (single step transfer), this field must be set to 0xffffffff. |
UINT |
4 |
ActiveConnection DeviceIDType |
The type of device ID in the ActiveConnectionDeviceID floating field. |
USHORT |
2 |
HeldConnectionDevice IDType |
The type of device ID in the HeldConnectionDeviceID floating field. If there is no held call (single step transfer), this field must be set to CONNECTION_ ID_NONE and no Held Connection DeviceID floating field is needed. |
USHORT |
2 |
CallPlacementType |
A CallPlacementType value specifying how the call is to be placed. |
USHORT |
2 |
CallMannerType |
A CallMannerType value specifying additional call processing options. |
USHORT |
2 |
AlertRings |
The maximum amount of time that the call’s destination will remain alerting, specified as an approximate number of rings. A zero value indicates to use the peripheral default (typically 10 rings). |
USHORT |
2 |
CallOption |
A CallOption value specifying additional peripheral-specific call options. |
USHORT |
2 |
FacilityType |
A FacilityType value indicating the type of facility to be used. |
USHORT |
2 |
AnsweringMachine |
An AnsweringMachine value specifying the action to be taken if the call is answered by an answering machine. |
USHORT |
2 |
Priority |
Set this field to TRUE if the call should receive priority handling. |
BOOL |
2 |
PostRoute |
When TRUE and a DialedNumber is provided instead of a held call (single step transfer), the Unified CCE post-routing capabilities determine the new call destination. |
BOOL |
2 |
NumNamed Variables |
The number of NamedVariable floating fields present in the floating part of the message. |
USHORT |
2 |
NumNamedArrays |
The number of NamedArray floating fields present in the floating part of the message. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ActiveConnection DeviceID |
The device ID of the device associated with the currently active connection. |
STRING |
64 |
HeldConnectionDevice ID (optional) |
The device ID of the device associated with the held connection. Either a Held ConnectionDeviceID or DialedNumber is required. |
STRING |
64 |
AgentInstrument (optional) |
The agent’s ACD instrument number. |
STRING |
64 |
DialedNumber (optional) |
The number to be dialed to effect a single step transfer of the active call. Either a HeldConnectionDeviceID or DialedNumber is required. |
STRING |
40 |
UserToUserInfo (optional) |
The ISDN user-to-user information. |
UNSPEC |
131 |
CallVariable1 (optional) |
Call-related variable data. |
STRING |
41 |
… |
… |
… |
… |
CallVariable10 (optional) |
Call-related variable data. |
STRING |
41 |
CallWrapupData (optional) |
Call-related wrapup data. |
STRING |
40 |
NamedVariable (optional) |
Call-related variable data that has a variable name defined in the Unified CCE. There may be an arbitrary number of Named Variable and NamedArray fields in the message, subject to a combined total limit of 2000 bytes. |
NAMED VAR |
251 |
NamedArray (optional) |
Call-related variable data that has an array variable name defined in the Unified CCE. There may be an arbitrary number of Named Variable and NamedArray fields in the message, subject to a combined total limit of 2000 bytes. |
NAMED ARRAY |
252 |
FacilityCode (optional) |
A trunk access code, split extension, or other data needed to access the chosen facility. |
STRING |
40 |
AuthorizationCode (optional) |
An authorization code needed to access the resources required to initiate the call. |
STRING |
40 |
AccountCode (optional) |
A cost-accounting or client number that the peripheral uses for charge-back purposes. |
STRING |
40 |
The CTI Server sends the TRANSFER_CALL_CONF message to confirm receipt of the request.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 65. |
MHDR |
8 |
InvokeID |
Set to the value of the InvokeID from the corresponding request message. |
UINT |
4 |
NewConnectionCallID |
The Call ID value assigned to the resulting transferred call by the peripheral or Unified CCE. |
UINT |
4 |
NewConnection DeviceIDType |
The type of device ID in the NewConnectionDeviceID floating field. |
USHORT |
2 |
NumParties |
The number of active connections associated with this conference call, up to a maximum of 16 (Special Values). This value also indicates the number of ConnectedPartyCall ID, ConnectedPartyDevice IDType, and ConnectedParty DeviceID floating fields in the floating part of the message. |
USHORT |
2 |
LineHandle |
This field identifies the teleset line used, if known. Otherwise this field is set to 0xffff. |
USHORT |
2 |
LineType |
The type of the teleset line in the LineHandle field. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
NewConnection DeviceID |
The device ID of the device associated with the connection. |
STRING |
64 |
ConnectedPartyCallID (optional) |
The Call ID value assigned to one of the conference call parties. There may be more than one ConnectedParty CallID field in the message (see NumParties). |
UINT |
4 |
ConnectedPartyDeviceIDType (optional) |
The type of device ID in the following ConnectedParty DeviceID floating field. There may be more than one Connected PartyDeviceID Type field in the message (see NumParties). This field always immediately follows the corresponding Connected PartyCallID field. |
USHORT |
2 |
ConnectedPartyDeviceID (optional) |
The device identifier of one of the conference call parties. There may be more than one ConnectedPartyDeviceID field in the message (see NumParties). This field always immediately follows the corresponding Connected PartyDeviceIDType field. |
STRING |
64 |
Use this message to retrieve general information about a specified device.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 78. |
MHDR |
8 |
InvokeID |
An ID for this request message, returned in the corresponding confirm message. |
UINT |
4 |
PeripheralID |
The PeripheralID of the ACD where the device is located. |
UINT |
4 |
Reserved |
Reserved for internal use, set this field to zero. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
AgentInstrument |
The device instrument number. |
STRING |
64 |
The CTI Server sends the QUERY_DEVICE_INFO_CONF message as the query response.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 79. |
MHDR |
8 |
InvokeID |
Set to the value of the InvokeID from the corresponding request message. |
UINT |
4 |
PeripheralType |
The type of the peripheral. |
USHORT |
2 |
TypeOfDevice |
A TypeOfDevice value specifying the type of the device. |
USHORT |
2 |
ClassOfDevice |
A ClassOfDevice value specifying the class(es) of the device. |
USHORT |
2 |
NumLines |
The number of LineHandle and LineType fields in the floating part of the message, up to a maximum of 10. |
USHORT |
2 |
Reserved |
Reserved for internal use. |
USHORT |
2 |
MaxActiveCalls |
The maximum number of concurrent calls that can be active at the device. Set to 0xFFFF if unknown or unavailable. |
USHORT |
2 |
MaxHeldCalls |
The maximum number of concurrent calls that can be held at the device. Set to 0xFFFF if unknown or unavailable. |
USHORT |
2 |
MaxDevicesIn Conference |
The maximum number of devices that may participate in conference calls at the device. Set to 0xFFFF if unknown or unavailable. |
USHORT |
2 |
MakeCallSetup |
A bitwise combination of Agent State Masks in which a MAKE_CALL_REQ may be initiated. |
UINT |
4 |
TransferConference Setup |
A bitwise combination of the Transfer Conference Setup Masks that represent all of the valid ways that the device may be set up for a transfer or conference. |
UINT |
4 |
CallEventsSupported |
A bitwise combination of the Unsolicited Call Event Message Masks that may be generated by calls at the device. |
UINT |
4 |
CallControlSupported |
A bitwise combination of the Call Control Masks that represent all of the valid call control requests supported by the device. |
UINT |
4 |
OtherFeaturesSupported |
A bitwise combination of the Other Feature Masks that represent the other features supported by the device. |
UINT |
4 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
LineHandle |
This field identifies the “handle” that is used by the Unified CCE for this teleset line. There may be more than one LineHandle field in the message (see NumLines). |
USHORT |
2 |
LineType |
The type of the teleset line in the preceding Line Handle field. There may be more than one LineHandle field in the message (see NumLines). This field always immediately follows the corresponding LineHandle field. |
USHORT |
2 |
MaskName |
Description |
Value |
CONF_SETUP_CONSULT_SPECIFIC |
ACD call and consultation call that was initiated with a specific transfer or conference CallType. |
0x00000001 |
CONF_SETUP_CONSULT_ANY |
ACD call and consultation call that was initiated with any CallType. |
0x00000002 |
CONF_SETUP_CONN_ HELD |
Any connected call and any held call. |
0x00000004 |
CONF_SETUP_ANY_ TWO_CALLS |
Any two call appearances. |
0x00000008 |
CONF_SETUP_SINGLE_ ACD_CALL |
A single ACD call (blind conference). |
0x00000010 |
TRANS_SETUP_SINGLE_ACD_CALL |
A single ACD call (blind transfer). |
0x00000020 |
CONF_SETUP_ANY_ SINGLE_CALL |
Any single connected call (blind conference). |
0x00000040 |
TRANS_SETUP_ANY_ SINGLE_CALL |
Any single connected call (blind transfer). |
0x00000080 |
This table lists the Call Control Masks.
Mask Name |
Client Control Requests |
Value |
---|---|---|
CONTROL_QUERY_ AGENT_STATE |
QUERY_AGENT_STATE |
0x00000001 |
CONTROL_SET_AGENT_STATE |
SET_AGENT_STATE |
0x00000002 |
CONTROL_ ALTERNATE_CALL |
ALTERNATE_CALL |
0x00000004 |
CONTROL_ANSWER_ CALL |
ANSWER_CALL |
0x00000008 |
CONTROL_CLEAR_ CALL |
CLEAR_CALL |
0x00000010 |
CONTROL_CLEAR_ CONNECTION |
CLEAR_CONNECTION |
0x00000020 |
CONTROL_ CONFERENCE_CALL |
CONFERENCE_CALL |
0x00000040 |
CONTROL_ CONSULTATION_CALL |
CONSULTATION_CALL |
0x00000080 |
CONTROL_DEFLECT_ CALL |
DEFLECT_CALL |
0x00000100 |
CONTROL_HOLD_CALL |
HOLD_CALL |
0x00000200 |
CONTROL_MAKE_CALL |
MAKE_CALL |
0x00000400 |
CONTROL_MAKE_ PREDICTIVE_CALL |
MAKE_PREDICTIVE_CALL |
0x00000800 |
CONTROL_ RECONNECT_CALL |
RECONNECT_CALL |
0x00001000 |
CONTROL_RETRIEVE_ CALL |
RETRIEVE_CALL |
0x00002000 |
CONTROL_TRANSFER_ CALL |
TRANSFER_CALL |
0x00004000 |
CONTROL_QUERY_ DEVICE_INFO |
QUERY_DEVICE_INFO |
0x00008000 |
CONTROL_SNAPSHOT_CALL |
SNAPSHOT_CALL |
0x00010000 |
CONTROL_SNAPSHOT_DEVICE |
SNAPSHOT_DEVICE |
0x00020000 |
CONTROL_SEND_ DTMF_SIGNAL |
SEND_DTMF_SIGNAL |
0x00040000 |
This table lists the Other Feature Masks.
Mask Name |
Description |
Value |
---|---|---|
FEATURE_POST_ROUTE |
Unified CCE Post Routing feature available. |
0x00000001 |
FEATURE_UNIQUE_ CONSULT_CALLID |
Consultation call CallIDs are unique. |
0x00000002 |
Use this message to retrieve information about a specified call, including a list of the associated devices and the connection state for each device.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 82. |
MHDR |
8 |
InvokeID |
An ID for this request message, returned in the corresponding confirm message. |
UINT |
4 |
PeripheralID |
The Unified CCE PeripheralID of the ACD where the call is located. |
UINT |
4 |
ConnectionCallID |
The Call ID value assigned to the call by the peripheral or Unified CCE. |
UINT |
4 |
ConnectionDevice IDType |
The type of device ID in the ConnectionDeviceID floating field. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ConnectionDevice ID |
The device ID of the device associated with the connection. |
STRING |
64 |
The CTI Server sends the SNAPSHOT_CALL_CONF message to provide the requested data.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 83. |
MHDR |
8 |
InvokeID |
Set to the value of the InvokeID from the corresponding request message. |
UINT |
4 |
CallType |
The general classification of the call type. |
USHORT |
2 |
NumCTIClients |
The current number of CTI clients associated with this call. This value also indicates the number of CTI client signatures and timestamps in the floating part of the message. |
USHORT |
2 |
NumCallDevices |
The number of active devices associated with this call, up to a maximum of 16. This value also indicates the number of CallConnectionCall ID, CallConnectionDeviceID Type, CallConnectionDevice ID, CallDeviceType, Call DeviceID, and CallDevice ConnectionState floating fields in the floating part of the message. |
USHORT |
2 |
NumNamed Variables |
The number of NamedVariable floating fields present in the floating part of the message. |
USHORT |
2 |
NumNamedArrays |
The number of NamedArray floating fields present in the floating part of the message. |
USHORT |
2 |
CalledParty Disposition |
Indicates the disposition of the called party. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ANI (optional) |
The calling line ID of the caller. |
STRING |
40 |
UserToUserInfo (optional) |
The ISDN user-to-user information element. |
UNSPEC |
131 |
DNIS (optional) |
The DNIS provided with the call. |
STRING |
32 |
DialedNumber (optional) |
The number dialed. |
STRING |
40 |
CallerEnteredDigits (optional) |
The digits entered by the caller in response to VRU prompting. |
STRING |
40 |
RouterCallKeyDay |
Together with the RouterCall KeyCallID field forms the unique 64-bit key for locating this call’s records in the Unified CCE. Only provided for Post-routed and Translation-routed calls. |
UINT |
4 |
RouterCallKey CallID |
The call key created by Unified CCE. Unified CCE resets this counter at midnight. |
UINT |
4 |
CallVariable1 (optional) |
Call-related variable data. |
STRING |
41 |
… |
… |
… |
… |
CallVariable10 (optional) |
Call-related variable data. |
STRING |
41 |
CallWrapupData (optional) |
Call-related wrapup data. |
STRING |
40 |
NamedVariable (optional) |
Call-related variable data that has a variable name defined in the Unified CCE. There may be an arbitrary number of Named Variable and NamedArray fields in the message, subject to a combined total limit of 2000 bytes. |
NAMED VAR |
251 |
NamedArray (optional) |
Call-related variable data that has an array variable name defined in the Unified CCE. There may be an arbitrary number of Named Variable and NamedArray fields in the message, subject to a combined total limit of 2000 bytes. |
NAMED ARRAY |
252 |
CTIClientSignature |
The Client Signature of a CTI client previously associated with this call. There may be more than one CTIClient Signature field in the message (see NumCTIClients). |
STRING |
64 |
CTIClient Timestamp |
The date and time that the preceding CTIClient signature was first associated with the call. There may be more than one CTIClientTimestamp field in the message (see NumCTI Clients). This field always immediately follows the CTIClientSignature field to which it refers. |
TIME |
4 |
CallConnection CallID (optional) |
The Call ID value assigned to one of the call device connections. There may be more than one CallConnection CallID field in the message (see NumCallDevices). |
UINT |
4 |
CallConnection DeviceIDType (optional) |
The type of device ID in the following CallConnection DeviceID floating field. There may be more than one CallConnection DeviceIDType field in the message (see NumCallDevices). This field always immediately follows the corresponding CallConnection CallID field. |
USHORT |
2 |
CallConnection DeviceID (optional) |
The device identifier of one of the call device connections. There may be more than one CallConnection DeviceID field in the message (see Num CallDevices). This field always immediately follows the corresponding CallConnection DeviceIDType field. |
STRING |
64 |
CallDeviceType (optional) |
The type of device ID in the following CallDeviceID floating field. There may be more than one CallDeviceIDType field in the message (see NumCall Devices). This field always immediately follows the corresponding CallConnection DeviceID field. |
USHORT |
2 |
CallDeviceID (optional) |
The device ID of the subject device. There may be more than one CallDeviceID field in the message (see NumCall Devices). This field always immediately follows the corresponding CallDevice IDType field. |
STRING |
64 |
CallDevice Connection State (optional) |
The local connection state of one of the call device connections. There may be more than one Call DeviceConnection State field in the message (see NumCall Devices). This field always immediately follows the corresponding CallDeviceID field. |
USHORT |
2 |
CallReferenceID (optional) |
For Unified CCE systems where the Unified CM provides it, this will be a unique call identifier. |
UNSPEC |
32 |
COCConnectionCallID (optional) |
If specified, indicates that this call is a call on behalf of a consult call. |
UINT |
4 |
COCCallConnection DeviceIDType (optional) |
If specified, indicates the type of connection identifier specified in the ConnectionDeviceID floating field for the original call. |
USHORT |
2 |
COCCallConnection DeviceID (optional) |
If specified, indicates the device portion of the connection identifier of the original call. |
STRING |
64 |
Use this message to retrieve information on a specified device, including a list of the calls associated with the device and the current state of each call. The CTI Client must be granted both Client Control and All Events services to look at all devices.
Note | If the SERVICE_ACD_LINE_ONLY service is requested, the SNAPSHOT_DEVICE_REQ includes the calls in the confirmation that are on the primary (ACD) line but not the calls on a secondary line. |
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 84. |
MHDR |
8 |
InvokeID |
An ID for this request message, returned in the corresponding confirm message. |
UINT |
4 |
PeripheralID |
The Unified CCE PeripheralID of the ACD where the device is located. |
UINT |
4 |
SnapshotDeviceType |
For non-agent devices this indicates the type of the device specified in the DeviceIDType Values table supplied in the following AgentInstrument floating field. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
AgentInstrument |
The device instrument number |
STRING |
64 |
The CTI Server sends the SNAPSHOT_DEVICE_CONF message to provide the requested data.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 85. |
MHDR |
8 |
InvokeID |
The value of the InvokeID from the corresponding request message. |
UINT |
4 |
NumCalls |
The number of active calls associated with this device, up to a maximum of 16. This value also indicates the number of CallConnection CallID, CallConnectionDevice IDType, CallConnection DeviceID, and CallState floating fields in the floating part of the message. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
CallConnectionCallID (optional) |
The CallID value assigned to one of the calls. There may be more than one Call ConnectionCallID field in the message (see NumCalls). |
UINT |
4 |
CallConnectionDevice IDType (optional) |
The type of device ID in the following CallConnectionDeviceID floating field. There may be more than one CallConnection DeviceID Type field in the message (see NumCalls). This field always immediately follows the corresponding Call ConnectionCallID field. |
USHORT |
2 |
CallConnection DeviceID (optional) |
The device identifier of one of the call connections. There may be more than one Call ConnectionDeviceID field in the message (see NumCalls). This field always immediately follows the corresponding CallConnectionDeviceIDType field. |
STRING |
64 |
CallState (optional) |
The active state of the call. There may be more than one CallState field in the message (see NumCalls). This field always immediately follows the corresponding Call ConnectionDeviceID field. |
USHORT |
2 |
SilentMonitorStatus (optional) |
The silent monitor status for the call: 0: normal call (not silent monitor call) 1: monitor initiator of silent monitor call. This call was the result of a supervisor silently monitoring an agent. 2: monitor target of silent monitor call. This call was the result of an agent being silently monitored. There may be more than one SilentMonitorStatus field in the message (see NumCalls). This field always immediately follows the corresponding CallState field. |
USHORT |
2 |
Use this message to request that the ACD transmits a sequence of DTMF tones on behalf of a call party.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 91. |
MHDR |
8 |
InvokeID |
An ID for this request message, returned in the corresponding confirm message. |
UINT |
4 |
PeripheralID |
The Unified CCE PeripheralID of the ACD where the device is located. |
UINT |
4 |
ConnectionCallID |
The Call ID value assigned to the call by the peripheral or Unified CCE. |
UINT |
4 |
ConnectionDevice IDType |
The type of device ID in the Connection DeviceID floating field. |
USHORT |
2 |
ToneDuration |
Specifies the duration in milliseconds of DTMF digit tones. Use 0 to take the default. May be ignored if the peripheral is unable to alter the DTMF tone timing. |
USHORT |
2 |
PauseDuration |
Specifies the duration in milliseconds of DTMF interdigit spacing. Use 0 to take the default. May be ignored if the peripheral is unable to alter the DTMF tone timing. |
UINT |
4 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ConnectionDevice ID |
The device ID of the device associated with the connection. |
STRING |
64 |
DTMFString |
The sequence of tones to be generated. |
STRING |
32 |
AgentInstrument (optional) |
The agent’s ACD instrument number. |
STRING |
64 |
CTIOSCILClientID |
Unique ID for use by CTI OS to identify CIL Client. |
STRING |
64 |
The CTI Server sends the SEND_DTMF_SIGNAL_CONF message to confirm receipt of the request.
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 92. |
MHDR |
8 |
InvokeID |
Set to the value of the InvokeID from the corresponding request message. |
UINT |
4 |
When an agent needs supervisor assistance, an agent may send a SUPERVISOR_ASSIST_REQ message to the CTI server asking for assistance from a team supervisor. The message will be forwarded to the PIM, who will first check the team’s primary supervisor. If the primary supervisor is not available, the PIM will initiate a post-route request to the Unified CCE CallRouter using the team’s configured DialedNumber to find an available supervisor in the supervisor group. Once an available supervisor is found, a call with calltype SUPERVISOR_ASSIST is initiated, and a SUPERVISOR_ASSIST_CONF will be sent to the requesting client. If no supervisor can be found a FAILURE_CONF response is returned to the requesting client.
The SUPERVISOR_ASSIST_REQ message allows a CTI Client to notify the client agent’s supervisor that assistance with the indicated call is required.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 118. |
MHDR |
8 |
InvokeID |
An ID for this request message that will be returned in the corresponding confirm message. |
UINT |
4 |
PeripheralID |
The Unified CCE PeripheralID of the ACD where the call is located. |
UINT |
4 |
ConnectionCallID |
The Call ID value of the call that the agent needs assistance with. May contain the special value 0xffffffff when there is no related call. |
UINT |
4 |
ConnectionDevice IDType |
Indicates the type of the connection identifier supplied in the ConnectionDeviceID floating field. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ConnectionDevice ID |
The identifier of the connection between the call and the agent’s device. |
STRING |
64 |
AgentExtension |
The agent’s ACD teleset extension. For clients with ALL EVENTS or PERIPHERAL MONITOR service, at least one of AgentExtension, AgentID, or AgentInstrument must be provided. |
STRING |
16 |
AgentID |
The agent’s ACD login ID. For clients with ALL EVENTS or PERIPHERAL MONITOR service, at least one of AgentExtension, AgentID, or AgentInstrument must be provided. |
STRING |
12 |
AgentInstrument |
The agent’s ACD instrument number. For clients with ALL EVENTS or PERIPHERAL MONITOR service, at least one of AgentExtension, AgentID, or AgentInstrument must be provided. |
STRING |
64 |
When a supervisor CTI client has been notified the CTI Server responds to the CTI Client with the SUPERVISOR_ASSIST_CONF message.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 119. |
MHDR |
8 |
InvokeID |
Set to the same value as the InvokeID from the corresponding request message. |
UINT |
4 |
ConnectionCallID |
The Call ID value assigned to the resulting SupervisorAssist call by the peripheral or Unified CCE. |
UINT |
4 |
ConnectionDevice IDType |
Indicates the type of the connection identifier supplied in the ConnectionDeviceID floating field. |
USHORT |
2 |
LineHandle |
This field identifies the teleset line used, if known. Otherwise this field is set to 0xffff. |
USHORT |
2 |
LineType |
Indicates the type of the teleset line given in the LineHandle field. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ConnectionDevice ID |
The identifier of the device connection associated with the new call. |
STRING |
64 |
When an agent needs to declare an emergency situation to their supervisor, an agent may send EMERGENCY_CALL_REQ to the CTI server to notify an agent team supervisor. Like the Supervisor Assist Request, the message will be forwarded to the PIM, who will first check the team’s primary supervisor. If the primary supervisor is not available, the PIM will initiate a post-route request to the Unified CCE CallRouter using the team’s configured DialedNumber to find an available supervisor in the supervisor group. Once an available supervisor is found, a call with calltype EMERGENCY_ASSIST is initiated and an EMERGENCY_CALL_CONF will be sent to the requesting client. If no supervisor can be found a FAILURE_CONF response is returned to the requesting client. In addition, an EMERGENCY_CALL_EVENT will be sent to all bridge applications, even if no supervisor was found. At same time, an EMERGENCY_CALL_EVENT will be sent to recording servers. Emergency Call requests will always cause an Unified CCE event to be reported whether or not a supervisor was found to satisfy the request.
The EMERGENCY_CALL_REQ message allows a CTI Client to notify the client agent’s supervisor that an emergency call is in progress and generate a corresponding Unified CCE Alarm.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 121. |
MHDR |
8 |
InvokeID |
An ID for this request message that will be returned in the corresponding confirm message. |
UINT |
4 |
PeripheralID |
The Unified CCE PeripheralID of the ACD where the call is located. |
UINT |
4 |
ConnectionCallID |
The Call ID value of the call that the agent needs assistance with. May contain the special value 0xffffffff when there is no related call. |
UINT |
4 |
ConnectionDevice IDType |
Indicates the type of the connection identifier supplied in the Connection DeviceID floating field. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ConnectionDevice ID |
The identifier of the connection between the call and the agent’s device. |
STRING |
64 |
AgentExtension |
The agent’s ACD teleset extension. For clients with ALL EVENTS or PERIPHERAL MONITOR service, at least one of AgentExtension, AgentID, or AgentInstrument must be provided. |
STRING |
16 |
AgentID |
The agent’s ACD login ID. For clients with ALL EVENTS or PERIPHERAL MONITOR service, at least one of AgentExtension, AgentID, or AgentInstrument must be provided. |
STRING |
12 |
AgentInstrument |
The agent’s ACD instrument number. For clients with ALL EVENTS or PERIPHERAL MONITOR service, at least one of AgentExtension, AgentID, or AgentInstrument must be provided. |
STRING |
64 |
The CTI Server responds to the CTI Client with the EMERGENCY_CALL_CONF message.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 122. |
MHDR |
8 |
InvokeID |
Set to the same value as the InvokeID from the corresponding request message. |
UINT |
4 |
ConnectionCallID |
The Call ID value of the call that the agent needs assistance with. Contains the special value 0xffffffff if there is no related call. |
UINT |
4 |
ConnectionDevice IDType |
Indicates the type of the connection identifier supplied in the Connection DeviceID floating field. |
USHORT |
2 |
LineHandle |
This field identifies the teleset line used, if known. Otherwise this field is set to 0xffff. |
USHORT |
2 |
LineType |
Indicates the type of the teleset line given in the LineHandle field. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ConnectionDevice ID |
The identifier of the connection between the call and the agent’s device. |
STRING |
64 |
The EMERGENCY_CALL_EVENT message notifies bridge clients that an agent is handling the indicated call as an emergency call.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 123. |
MHDR |
8 |
PeripheralID |
The Unified CCE PeripheralID of the ACD where the call is located. |
UINT |
4 |
ConnectionCallID |
The Call ID value assigned to the call by the peripheral or Unified CCE. |
UINT |
4 |
ConnectionDevice IDType |
Indicates the type of the connection identifier supplied in the ConnectionDeviceID floating field. |
USHORT |
2 |
SessionID |
The CTI client SessionID of the CTI client making the notification. |
UINT |
4 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ConnectionDevice ID |
The identifier of the connection between the call and the agent’s device. |
STRING |
64 |
ClientID |
The ClientID of the client making the notification. |
STRING |
64 |
ClientAddress |
The IP address of the client making the notification. |
STRING |
64 |
AgentExtension |
The agent’s ACD teleset extension. |
STRING |
16 |
AgentID |
The agent’s ACD login ID. |
STRING |
12 |
AgentInstrument |
The agent’s ACD instrument number. |
STRING |
64 |
The agent or supervisor can click on a Bad Call Line button on their desktop to initiate this feature. A record would capture the information of the trunk, gateways, and other devices used in the connection. This information is intended to aid troubleshooting by service personnel.
When a line condition is in poor quality, an agent could send the BAD_CALL_REQ message to mark the bad line.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 139. |
MHDR |
8 |
InvokeID |
An ID for this request message that will be returned in the corresponding confirm message. |
UINT |
4 |
PeripheralID |
The Unified CCE PeripheralID of the ACD where the call is located. |
UINT |
4 |
ConnectionDevice IDType |
Indicates the type of the connection identifier supplied in the Connection DeviceID floating field. |
USHORT |
2 |
ConnectionCallID |
The Call ID value of the call that the agent needs to mark to bad line call. |
UINT |
4 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
Connection DeviceID |
The identifier of the connection between the call and the agent’s device. |
STRING |
64 |
AgentID |
The AgentID. |
STRING |
12 |
When the request has been processed, the CTI Server responds to the CTI Client with the BAD_CALL_CONF message.
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 140. |
MHDR |
8 |
InvokeID |
Set to the same value as the InvokeID from the corresponding request message. |
UINT |
4 |
The AGENT_GREETING_CONTROL_REQ allows the agent to stop the greeting while the greeting is playing and allows the agent to enable or disable the playing of the greeting during a login sesssion.
Fixed Part |
|||
---|---|---|---|
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 249 |
MHDR |
8 |
InvokeID |
An ID for this request message that will be returned in the corresponding confirm message. |
UINT |
4 |
PeripheralID |
The ICR PeripheralID of the ACD where the call is located. |
UINT |
4 |
AgentAction |
0 = stop the greeting that is currently being played. 1 = disable Agent Greeting for this login session. 2 = enable Agent Greeting for this login session. Notes: AgentAction = 0 stops the playing of the Agent Greeting for the current call. Agent Action = disables Agent Greeting feature for the rest of login session but does not stop the greeting that currently playing for the current call. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
AgentID (required) |
The agent’s ACD login ID. |
String |
12 |
The CTI Server responds to the CTI Client with the AGENT GREETING_CONTROL_CONF message.
Fixed Part |
|||
---|---|---|---|
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 250. |
MHDR |
8 |
InvokeID |
Set to the same value as the InvokeID from the corresponding request message. |
UINT |
4 |
A server application specifies the new service type CTI_SERVICE_SERVER to identify itself as server application. The server application then registers each service that it wishes to provide by sending a new message, REGISTER_SERVICE_REQ, to the CTI Server. When a CTI client application requests a service that is provided by a server application, such as CallRecording, the CTIServer selects a registered server application and forwards the client request to the server application. If no server is registered for the desired service the client request is refused with an E_CTI_NO_SERVER_FOR_REQUEST error.
The server service optionally allows multiple server applications to supply the same service. The ServerMode registration parameter determines how a server is selected to handle a given request. All server applications that wish to provide the same service must use the same ServerMode:
Exclusive. The first server application to register the service is the only one to serve requests. All other requests to register a server application for that service are refused with an E_CTI_NO_SERVER_FOR_REQUEST.
Round-Robin. Multiple server applications may register the service. The server application that has been waiting the longest for a request of this service type is chosen to service the request.
Parallel. Multiple server applications may register the service. Every request is sent to all registered servers concurrently. Every server response is forwarded back to the requesting client.
Initially, the only service that server applications may provide is call recording by registering the “Cisco:CallRecording” service using a REGISTER_SERVICE_REQ message.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 143. |
MHDR |
8 |
InvokeID |
An ID for this request message that will be returned in the corresponding confirm message. |
UINT |
4 |
ServerMode |
The CTI Server method is for selecting among multiple server applications that register to provide this service. All servers must specify the same ServerMode, one of the following values: 0: Exclusive; 1: Round-Robin; 2: Parallel. |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ServiceName |
The name of the service that the application wishes to provide. |
STRING |
64 |
The REGISTER_SERVICE_CONF message confirms successful completion of the request.
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 144. |
MHDR |
8 |
InvokeID |
Set to the same value as the InvokeID from the corresponding request message. |
UINT |
4 |
RegisteredServiceID |
The ID of registered service. |
UINT |
4 |
Prior to closing its session with the CTI Server, or at any time that the server application wishes to discontinue providing a registered service, it must send an UNREGISTER_SERVICE_REQ message.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 145. |
MHDR |
8 |
InvokeID |
An ID for this request message that is returned in the corresponding confirm message. |
UINT |
4 |
Registered ServiceID |
The ID of registered service that the application wishes to unregister. |
UINT |
4 |
The UNREGISTER_SERVICE_CONF message confirms successful completion of the request.
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 146. |
MHDR |
8 |
InvokeID |
Set to the same value as the InvokeID from the corresponding request message. |
UINT |
4 |
The CTI interface will support the client acquiring the configuration of the CTI Server. These messages will provide information on the configuration of agents, skill groups, etc. Although the same messages are used to transport the data, the messages can be categorized as two types: Initial configuration, and Update messages.
The configuration key is an 8 byte unique identifier that will be maintained by the server and optionally saved by the client. The purpose of each key is to allow the client to determine if any configuration changes have occurred since they last received the configuration from the server. There are 4 individual keys allowing granularity for each major configuration item. If the server does not support 4 individual keys then it should send up a single key in all 4 individual keys so that all configuration operations will be done. The key(s) should be changed on the server any time when there is a configuration change.
During the initial configuration, the client may or may not request the configuration keys from the server with the CONFIG_REQUEST_KEY_EVENT/CONFIG_KEY_EVENT messages. The client then must send a CONFIG_REQUEST_EVENT even if no configuration is desired. If no configuration is desired (and specified in the message) this message will serve to notify the server that the client is ready to receive update messages. If a configuration is specified then immediately following the CONFIG_END_EVENT, server is free to send up unsolicited configuration events.
After the CONFIG_REQUEST_EVENT is received by the server, and if requested the configuration data is sent up to the client, the server is free to send blocks of update configuration messages any time to the client. Additionally, the server should honor the mask for the particular configuration event message types specified in the OPEN_REQ message.
The configuration must be sent in a particular order. This order is as follows:
Service Information
Skill Group
Agent Information
Device Information
Call Type Information
Media Routing Domain Information
Please note that there are no Invocation ID for the request and response events. This is due to the fact that only one request can be outstanding at one time.
The CONFIG_REQUEST_KEY_EVENT may be sent by the client to request the current configuration keys for different items.
CONFIG_REQUEST_KEY_EVENT Message Format
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 230. |
MHDR |
8 |
PeripheralID |
Peripheral ID of ACD for which configuration keys are required. |
UINT |
4 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
CustomerID |
Currently not used in UCCE. |
UINT |
4 |
The CONFIG_KEY_EVENT message is sent by the CTI Server in response to CONFIG_REQUEST_KEY_EVENT message. It will contain the configuration keys at the time of the request. Note that if the CTI Server doesn’t support separate keys that it may respond with 4 identical keys and it should send the message with no optional fields. Returning any key of all binary 0’s will indicate to the client that particular configuration should be uploaded.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 231. |
MHDR |
8 |
ConfigkeyStatus |
Status value of operation. See CONFIG_KEY_EVENT. |
UINT |
4 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ServiceConfigKey |
The CTI Server configuration key for Services. |
UNSPEC (8) |
8 |
SkillGroupConfigKey |
The CTI Server configuration key for Skill Groups. |
UNSPEC (8) |
8 |
AgentConfigKey |
The CTI Server configuration key for Agents. |
UNSPEC (8) |
8 |
DeviceConfigKey |
The CTI Server configuration key for Device Information. |
UNSPEC (8) |
8 |
CallTypeConfigKey |
The CTI Server configuration key for Call Type Information. |
UNSPEC (8) |
8 |
CONFIG_KEY_EVENT Status values
Status Value |
Value |
Meaning |
CONFIG_SUCCESS |
0 |
Successful upload of configuration data. |
CONFIG_SERVICE_PROVIDER |
1 |
No data was sent due to a service provider. environment |
CONFIG_NO_KEY_SUPPORT |
2 |
The server does not support configuration keys. |
CONFIG_UNKNOWN_CUSTOMER |
3 |
The customer specified does not exist on the server. |
The CONFIG_REQUEST_EVENT message may be sent by the client whenever it wants to check andreceive a particular configuration from the CTI Server. The CTI Server should respond by sending a CONFIG_BEGIN_EVENT, CONFIG_xxx records, then a CONFIG_END block containing all records for that configuration item.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 232. |
MHDR |
8 |
ConfigInformation |
Bit mask indicating what type of information is requested.
If 0, this indicates that client is not requesting an initial configuration upload. This will be used to signify the server that it is now permitted to send configuration update messages when the client does not want the initial update. What updates are received depend upon the ConfigInfoMask. If a configuration is requested and updates were requested in the OPEN_REQ, updates will begin after the entire configuration is uploaded and a CONFIG_END_EVENT is received. Please note that the configuration requested here and the ConfigInfoMask in the OPEN_REQ are allowed to be different. (i.e. send me the entire initial configuration but just send me agent updates) |
UINT |
4 |
PeripheralID |
Peripheral ID of ACD for which configuration keys are required. |
UINT |
4 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
CustomerID |
Currently not used in UCCE. |
UINT |
4 |
The CONFIG_BEGIN_EVENT signifies the beginning of configuration data (all of the same key) from the CTI Server.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 233. |
MHDR |
8 |
ConfigType |
0 = Unused 1 = Solicited 2 = Unsolicited (update) |
USHORT |
2 |
ConfigInformation |
Bit mask indicating what type of information is included. 1=Service Information 2=Skill Group Information 4=Agent Information 8=Device Information 16=Call Type Information 32=Media Routing Domain Information |
UINT |
4 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
ServiceConfigKey |
The CTI Server configuration key for Services. |
UNSPEC (8) |
8 |
SkillGroupConfigKey |
The CTI Server configuration key for Skill Groups. |
UNSPEC (8) |
8 |
AgentConfigKey |
The CTI Server configuration key for Agents. |
UNSPEC (8) |
8 |
DeviceConfigKey |
The CTI Server configuration key for Device Information. |
UNSPEC (8) |
8 |
CallTypeConfi Key |
The CTI Server configuration key for Call Type Information. |
UNSPEC (8) |
8 |
The CONFIG_SERVICE_EVENT message will be sent by the CTI Server to provide information about a Service. Please note that the Peripheral Number field is considered unique for all records. Two records sent with matching Peripheral Numbers will be the considered the same record.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 235. |
MHDR |
8 |
NumRecords |
The number of records contained in the floating part of this message. (>=1) (The entire floating portion) (Maximum of 10) |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
RecordType |
0=Add 1=Change 2=Delete |
USHORT |
2 |
FltPeripheralID |
Specifies the PeripheralID of this record. |
UINT |
4 |
PeripheralNumber |
The Peripheral ID of the Service. |
UINT |
4 |
OldPeripheralNumber |
For a change request this field may be present and should reflect the Old Peripheral Number of the record to be changed. This allows the Peripheral Number to be changed on an existing record. |
UINT |
4 |
MaxQueued |
The maximum number of calls allowed to be queued for this Service. |
UINT |
4 |
Extension |
Extension of the Service if it is dialable on the CTI Server. |
STRING |
16 |
ServiceSkillTargetID |
SkillTargetID of the Service. |
UINT |
4 |
PeripheralName |
Name of the Service on the peripheral. |
STRING |
64 |
Description |
A free form description of the Service. |
STRING |
128 |
ServiceLevelThreshold |
The Service Level threshold in seconds. |
UINT |
4 |
ServiceLevelType |
The type of Service Level. |
UINT |
4 |
ConfigParam |
Configuration Parameter. |
STRING |
255 |
FltMRDomainID |
Media Routing Domain ID associated with the Service. |
UINT |
4 |
NumServiceMembers |
Number of elements in the ServiceMember and ServicePriority arrays for each CONFIG_SERVICE_CONFIG record. This field has a maximum value of 10. |
USHORT |
2 |
ServiceMember |
Peripheral Number of a SkillGroup that is a member of the Service. It is an Array with the size provided in the NumServiceMembers. |
UNIT[NumServiceMembers] |
4* NumServiceMembers |
ServicePriority |
Priority of each service members. It is an Array with the size provided in the NumServiceMembers. |
USHORT[NumServiceMembers] |
2* NumServiceMembers |
The CONFIG_SKILL_GROUP_EVENT message will be sent to indicate a Skill Group configuration update. Please note that the Peripheral Number field is considered unique for all records. Two records sent with matching Peripheral Numbers will be the considered the same record.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 236. |
MHDR |
8 |
NumRecords |
The number of records included in the floating part of this message. (>=1 ) (The entire floating portion) (Maximum of 10) |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
RecordType |
0=Add 1=Change 2=Delete |
USHORT |
2 |
FltPeripheralID |
Specifies the PeripheralID of this record. |
UINT |
4 |
PeripheralNumber |
The Peripheral Number of the Skill Group. |
UINT |
4 |
OldPeripheralNumber |
For a change request this field may be present and should reflect the Old Peripheral Number of the record to be changed. This allows the Peripheral Number to be changed on an existing record. |
UINT |
4 |
FltSkillGroupPriority (Optional) |
Priority of this Skill Group. (0) for UCCE |
USHORT |
2 * NumSkills |
SkillGroupSkillTargetID |
SkillTargetID of the skill. |
UINT |
4 |
AutoWork |
TRUE if the agent goes into work mode after handling a call from this Skill Group. FALSE if not present. |
BOOL |
2 |
Extension |
Extension of the Skill Group if it is dialable on the CTI Server. |
STRING |
16 |
PeripheralName |
Name of the Skill Group on the peripheral. |
STRING |
64 |
Description |
A free form description of the Skill Group. |
STRING |
128 |
FltMRDomainID |
Media Routing Domain ID associated with the Skill Group. |
UINT |
4 |
ConfigParam |
Configuration Parameter. |
STRING |
255 |
The CONFIG_AGENT_EVENT message is sent by the CTI Server to provide information about Agent. Please note that the LoginID field is considered unique for all records. Two records sent with matching LoginID’s are considered as the same record.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 237. |
MHDR |
8 |
NumRecords |
The number of records contained in the floating part of this message. (>=1) (The entire floating portion) (Maximum of 10) |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
RecordType |
0=Add 1=Change 2=Delete |
USHORT |
2 |
FltPeripheralID |
Specifies the PeripheralID of this record. |
UINT |
4 |
AgentType |
1=Agent 2=Supervisor |
USHORT |
2 |
LoginID |
The LoginID/Agent Peripheral Number of the agent. |
STRING |
64 |
OldLoginID |
For a change request, this field may be present and should reflect the Old Peripheral Number or Login ID of the record to be changed. This allows the Peripheral Number to be changed from an existing record. |
STRING |
64 |
LoginName |
The Login Name of the agent. (Can be different from the Agent Peripheral Number) For clients using a protocol version earlier than version 20, LoginName is truncated to 32 Bytes. |
STRING |
255 |
LastName |
The Last name of the agent. |
STRING |
32 |
FirstName |
The First name of the agent. |
STRING |
32 |
Extension |
The Extension of the agent. |
STRING |
16 |
Description |
A free form description of the agent. |
STRING |
128 |
AgentSkillTargetID |
The ICM SkillTargetID of this agent. |
UINT |
4 |
NumSkills |
Number of elements in the FltSkillGroupNumber and FltSkillGroupPriority arrays for each CONFIG_AGENT_EVENT record. This field has a maximum value of 100. |
USHORT |
2 |
SSOEnabled |
The agent's UCCE SSO configuration: |
USHORT |
2 |
NumMRDs |
Number of elements in the FltAgentMRDID and FltAgentMRDState arrays for each CONFIG_AGENT_EVENT record. This field has a maximum value of 40. |
USHORT |
2 |
FltSkillGroupNumber |
All the SkillGroups Numbers that Agent belongs. It is an Array with the size provided in the NumSkills. |
UINT[NumSkills] |
4 * NumSkills |
FltSkillGroupPriority |
All the SkillGroup priorities of the Agent. It is an Array with the size provided in the NumSkills. For UCCE, FltSkillGroupPriority is always 0. |
USHORT[NumSkills] |
2 * NumSkills |
FltAgentMRDID |
All the Media Routing Domains that Agent currently logged in. It is an Array with size provided in the NumMRDs. |
UINT[NumMRDs] |
4 * NumMRDs |
FltAgentMRDState |
The overall Agent state of each Media Routing Domain that Agent logged in. It is an Array with size provided in the NumMRDs. |
USHORT[NumMRDs] |
2 * NumMRDs |
Note | The CONFIG_AGENT_EVENT sends MRD information only for baseline configurations. Configuration updates will not have MRD information. |
The CONFIG_DEVICE_EVENT message will be sent by the CTI Server to indicate an update to some device configuration. Devices are associated with all entities like Services, Skill Groups, Agent Phones, Route Points and CTI ports etc. For these devices, CONFIG_DEVICE_EVENT message will be sent.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 238. |
MHDR |
8 |
NumRecords |
The number of records contained in the floating part of this message. (>=1) (The entire floating portion) (Maximum of 10) |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
RecordType |
0=Add 1=Change 2=Delete |
USHORT |
2 |
FltPeripheralID |
Specifies the PeripheralID of this record. |
UINT |
4 |
PeripheralNumber |
The Peripheral Number (or ID) of this Device. |
UINT |
4 |
DeviceType |
Specifies the Device Type 0=Unknown 1=Service 2=Skill Group 3=Agent ID 4=Agent Device Extension 5=Route Point 6=CTI Port 7=Call Control Group |
USHORT |
2 |
MaxQueued |
The maximum number of calls allowed to be queued to this Device. |
UINT |
4 |
FltServiceID |
The Service this entry is associated with. (if any) |
UINT |
4 |
DialedNumber |
The number dialed. |
STRING |
40 |
DNIS |
DNIS provided with the call. |
STRING |
32 |
Extension |
The extension of this Device. (if any) |
STRING |
16 |
Description |
A free form description of the Device. |
STRING |
128 |
The CONFIG_CALL_TYPE_EVENT message will be sent by the CTI Server to provide information about a call type. Please note that the CallTypeID field is considered unique for all records. Two records sent with matching CallTypeIDs will be the considered the same record.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 245. |
MHDR |
8 |
NumRecords |
The number of records contained in the floating part of this message. (>=1) (The entire floating portion) (Maximum of 10) |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
RecordType |
0=Add 1=Change 2=Delete |
USHORT |
2 |
FltCallTypeID |
The unique Call Type Identifier. |
UINT |
4 |
CustomerDefinitionID |
0 (not used for UCCE) |
UINT |
4 |
EnterpriseName |
The name for the Call Type. |
STRING |
32 |
Description |
A free form description of the Call Type. |
STRING |
128 |
ServiceLevelThreshold |
The Service Level threshold in seconds. |
UINT |
4 |
ServiceLevelType |
The type of Service Level. |
UINT |
4 |
The CONFIG_MRD_EVENT will be sent by the CTI Server to provide infomration about a Media Routing Domain. Please note that the MRDomainID field is considered unique for all records. Two records sent with matching MRDomainIDs will be the considered the same record.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 245. |
MHDR |
8 |
NumRecords |
The number of records contained in the floating part of this message. (>=1) (The entire floating portion) (Maximum of 10) |
USHORT |
2 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
RecordType |
0=Add 1=Change 2=Delete |
USHORT |
2 |
FltMRDomainID |
The unique Media Routng DomainIdentifier. |
UINT |
4 |
FltEnterpriseName |
The name for the MediaRouting Domain. |
STRING |
32 |
FltDescription |
A free form description of the Media Routing Domain. |
STRING |
128 |
FltMaxTaskDuration |
The maxiumum duration for a task, in seconds. |
UINT |
4 |
FltInterruptible |
Indicates whether tasks assigned from another MRD can interrupt an agent. |
BOOL |
2 |
The CONFIG_END_EVENT message will be sent by the CTI Server to indicate the end of a successful configuration upload or an error condition. It most likely will follow configuration records preceded by a CONFIG_BEGIN_EVENT message to respond to a CONFIG_REQUEST_EVENT message indicating either an error or there is no configuration for the items requested.
Please note that status CONFIGEND_PARTIAL is used during the initial configuration upload if the server needs to break up the configuration into multiple CONFIG_BEGIN_EVENT/CONFIG_END_EVENT messages. In this case all but the last should be CONFIGEND_PARTIAL status. The reason for this is to let the client know when the entire configuration has been received.
Fixed Part |
|||
Field Name |
Value |
Data Type |
Byte Size |
MessageHeader |
Standard message header. MessageType = 234. |
MHDR |
8 |
ConfigEndStatus |
Indicates the status of the configuration block. See . |
UINT |
4 |
Floating Part |
|||
Field Name |
Value |
Data Type |
Max. Size |
Text |
Optional Text describing errors or info. |
STRING |
255 |
Status Value |
Value |
Meaning |
CONFIGEND_SUCCESS |
0 |
Successful upload of configuration data. |
CONFIGEND_NO_SERVICE_PROVIDER |
1 |
No data was sent due to a service provider environment. |
CONFIGEND_UNKNOWN_CUSTOMER |
2 |
An unknown customer was specified in the request. |
CONFIGEND_INVALID |
3 |
An invalid configuration was sent. |
CONFIGEND_EMPTY |
4 |
No configuration exists on the CTI Server. |
CONFIGEND_PARTIAL |
5 |
Partial configuration was sent. |