CTI Server Message Reference Guide(Protocol Version 24) for Cisco Unified Contact Center Enterprise, Release 12.6(1)

Bias-Free Language

The documentation set for this product strives to use bias-free language. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Learn more about how Cisco is using Inclusive Language.

Book Contents
Find Matches in This Book
Available Languages
Download Options

Book Title

CTI Server Message Reference Guide(Protocol Version 24) for Cisco Unified Contact Center Enterprise, Release 12.6(1)

Chapter Title

Changes and Additions

Results

Updated:
May 19, 2021

Chapter: Changes and Additions

Changes and Additions

Protocol Version 24

Following is a list of changes made in Protocol Version 24:

  • Added STANDBY_ACTIVE_EVENT_MSG, ACTIVE_MAINTENANCE_REQ_MSG, ACTIVE_MAINTENANCE_RESP_MSG, ACTIVE_MAINTENANCE_EVENT_MSG, and STOPPING_REQUESTS_TO_THIS_SIDE_IND to Message Types.

  • Updated OPEN_REQ and OPEN_CONF in Message Types

  • Updated CONFIG_AGENT_SERVICE_EVENT, SET_AGENT_SERVICE_DATA_REQ and SET_AGENT_SERVICE_DATA_CONF

    in Message Types

  • Added E_CTI_INVALID_CLIENT_FOR_STANDBY to the Failure Indication Message Status Codes table.

  • Added the following new messages:

    1. CONFIG_AGENT_SERVICE_EVENT

    2. SET_AGENT_SERVICE_DATA_REQ

    3. SET_AGENT_SERVICE_DATA_CONF

  • Modified the existing messages:

    1. AGENT_PRE_CALL_EVENT

    2. SNAPSHOT_CALL_CONF

  • Added the following values to the Tag Values table:

    1. FLT_ENABLED_SERVICES for the messages CONFIG_AGENT_SERVICE_EVENT and SET_AGENT_SERVICE_DATA_REQ.

    2. NUM_OF_ENABLED_SERVICES for the messages CONFIG_AGENT_SERVICE_EVENT and

      SET_AGENT_SERVICE_DATA_REQ.

    3. CCAI_CONFIG_ID for the message AGENT_PRE_CALL_EVENT

    4. NUM_POSITIVE_ANSWERS_SUGGESTIONS for the message SET_AGENT_SERVICE_DATA_REQ

    5. NUM_NEGATIVE_ANSWERS_SUGGESTIONS for the message

      SET_AGENT_SERVICE_DATA_REQ

  • Add a new row for the CONFIG_MSG_AGENT_SERVICE_MASK to Table 11: CTI Service Masks.

Protocol Version 23

Following is a list of changes made in Protocol Version 23:

  • Added START_NETWORK_RECORDING_REQ and STOP_NETWORK_RECORDING_REQ to Client Control Service.

  • Added the following values to the Tag Values table:

    • FLT_TASK_ID_TAG for the AGENT_TASKS_EVENT message

    • CALL_VAR_1_TAG through CALL_VAR_10_TAG for the SNAPSHOT_TASK_EVENT message

    • DESKTOP_CONNECTED_FLAG_TAG for the AGENT_TASKS_REQUEST_EVENT message

    • TEXT_TAG for the AGENT_TASKS_END_EVENT message

    • NUM_MRDS_TAG for the DESKTOP_CONNECTED_IND message

  • Modified the existing message: MEDIA_LOGIN_REQ.

  • Added the following new messages:

    • NETWORK_RECORDING_STARTED_EVENT

    • NETWORK_RECORDING_ENDED_EVENT

    • NETWORK_RECORDING_FAILED_EVENT

    • NETWORK_RECORDING_TARGET_INFO_EVENT

Protocol Version 22

Following is a list of changes made in Protocol Version 22:

  • Added MaxBeyondTaskLimit under AGENT_STATE_EVENT and QUERY_AGENT_STATE_CONF.

  • Added FltPrecisionQueueID and FltPrecisionQueueName under CONFIG_SKILL_GROUP_EVENT.

  • Added AgentDeskSettingsID in CONFIG_AGENT_EVENT.

  • Added CONFIG_AGENT_DESK_SETTINGS_EVENT and CONFIG_PERIPHERAL_EVENT.

  • Added PeripheralConfigKey and AgentDeskSettingsConfigKey under CONFIG_KEY_EVENT and CONFIG_BEGIN_EVENT.

  • Changed the behavior of CALL_DATA_UPDATE_EVENT for ECC variables.

Protocol Version 21

Following is a list of changes made in Protocol Version 21:

  • Added NumMRDs, FLTAgentMRDID, and FltAgentMRDState under CONFIG_AGENT_EVENT.

  • Added a new Message with the type 259. This Message is reserved for internal use only.

  • Changed the behavior of the PeripheralType field in the OPEN_CONF message.

Protocol Version 20

Following is a list of additional changes made in Protocol Version 20 (Unified CCE Release11.5(1)):


Important

In the CTI Server Protocol Version 20 the floating field tag and length size changed from 1 byte to 2 byte USHORT.

  • Added the fixed AgentSkillTargetID and floating AgentID fields to the AGENT_PRE_CALL_EVENT message.

  • Added the CONFIG_MRD_EVENT message.

    • Added bit mask value 32=Media Routing Domain Information to the CONFIG_REQUEST_EVENT message ConfigInformation field. Added a cross-reference to this field from the OPEN_REQ message ConfigMsgMask field.

    • Added bit mask value 32=Media Routing Domain Information to the CONFIG_BEGIN_EVENT message ConfigInformation field.

    • Added the MR_DOMAIN_ID_TAG, DESCRIPTION_TAG, ENTERPRISE_NAME_TAG, MAX_TASK_DURATION_TAG, AND INTERRUPTIBLE_TAG to the event CONFIG_MRD_EVENT.

  • Added that the AGENT_PRE_CALL_ABORT_ EVENT message is sent to the to ALL_EVENTS client.

  • Added the following values to the Tag Values table:

    • SSO_ENABLED_TAG for the CONFIG_AGENT_EVENT and SET_AGENT_STATE_REQ

    • FLT_TASK_ID_TAG for the AGENT_TASKS_RESP message

    • FLT_ICM_DISP_TAG and FLT_APP_DISP_TAG for the MEDIA_LOGOUT_IND message

  • For the CONFIG_AGENT_EVENT message, the length of the LoginName field is increased to 255 Bytes.

  • Floating field subfields have changed:

    • The Tag subfield is a Data Type of USHORT and a Byte Size of 2.

    • The FieldLength subfield is a Data Type of USHORT and a Byte Size of 2.

  • Added or modified these tags in the Tag Values table for the SNAPSHOT_TASKS_RESP message: SCRIPT_SELECTOR_TAG , APPLICATION_STRING1_TAG, APPLICATION_STRING2_TAG, CALL_VAR_1_TAG through CALL_VAR_10_TAG, NAMED_VARIABLE_ TAG, NAMED_ARRAY_TAG.

  • Added new TaskState Values that may appear in SNAPSHOT_TASK_RESP messages.

  • Added the following values to the Disposition Codes table for nonvoice tasks:

    • 63=Task Transferred

    • 64=Application Disconnected

    • 65=Task Transferred on Agent Logout

Protocol Version 19

The following is a list of changes made for CTI Server in Protocol Version 19:

  • Updated Message Types in Messaging Conventions chapter.

  • Added Configuration Acquisition Messages section in Application Level Interfaces chapter.

  • Added row containing INTERNAL_AGENT_STATE_TAG to Tag Values. Table Tag Values.

  • Added values 27 to 37 for outbound call types to CallType Values CallType Values.

  • Added row containing InternalAgentState to QUERY_AGENT_STATE CONF Message Form to Table Message Types.

  • Added Agent’s Internal States and their Status Values to Table Agent’s Internal States and their Status Values.

  • Removed the ClientAddressIPV6 and SendingAddressIPV6 elements and the CLIENT_ADDRESS_IPV6_TAG (226) and SENDING_ADDRESS_IPV6_TAG(227) tags due to a change in the handling of IPv6 addresses.

  • Changed ClientAddress and SendingAddress elements’ size from 16 byte to 64 byte to support IPv6 addresses.

  • Added the DepartmentID field to the following messages:

    • OPEN_CONF

    • AGENT_STATE_EVENT

    • AGENT_TEAM_CONFIG_EVENT

    • QUERY_AGENT_STATE_CONF

Protocol Version 18

The following is a list of changes made for CTI Server in Protocol Version 18 (Unified CCE version 10.0(1) - internal use only):

  • Added values 247 to 254 to Tag Values Table Tag Values.

Protocol Version 17

The following is a list of changes made for CTI Server in Protocol Version 17 (Unified CCE version 9.0(1) - internal use only):

Added row containing OPTIONS_TAG to Tag Values Table Tag Values.

Protocol Version 16

The following is a list of changes made for CTI Server in Protocol Version 16 (Unified CCE verion 9.0(1)).

Protocol Version 15

The following is a list of additions and changes made to the CTI Server in Protocol Version 15 (Unified CCE Version 8.5(x)).

Protocol Version 14

The following is a list of additions and changes made to the CTI Server in Protocol Version 14 (Unified CCE Version 8.0(x)).

  • Changed the VersionNumber field in OPEN_REQ to 14 from 13.

    Added new floating field tags to Table Tag Values:

    • REQUESTING_DEVICE_ID_TAG (219)

      REQUESTING_DEVICE_ID_TYPE_TAG (220)

      PRE_CALL_INVOKE_ID_TAG (221)

      ENTERPRISE_QUEUE_TIME (222)

      CALL_REFERENCE_ID_TAG (223)

      MULTI_LINE_AGENT_CONTROL_TAG (224)

      NETWORK_CONTROLLED_TAG (225)

      CLIENT_ADDRESS_IPV6_TAG (226)

      SENDING_ADDRESS_IPV6_TAG(227)

      NUM_PERIPHERALS_TAG(228)

      COC_CONNECTION_CALL_ID_TAG(229)

      COC_CALL_CONNECTION_DEVICE_ID_TYPE_TAG(230)

      COC_CALL_CONNECTION_DEVICE_ID_TYPE_TAG(231)

      CALL_ORIGINATED_FROM_TAG(232)

      SET_APPDATA_CALLID_TAG(233)

      CLIENT_SHARE_KEY_TAG(234)

  • Added SkillGroupNumber field to MAKE_CALL_REQ.

  • Added RouterCallKeyDay, RouterCallKeyCallID, and RouterCallKeySequenceNumber fields to SET_CALL_DATA.

  • Added floating CallTypeID field and floating PreCallInvokeID field to AGENT_PRE_CALL_EVENT and SET_APP_DATA.

  • Added CallReferenceIDfield (for solution call trace) to BEGIN_CALL_EVENT, CALL_DATA_UPDATE_EVENT, and SNAPSHOT_CALL_CONF.

  • Added optional parms RequestingDeviceID and RequestingDeviceIDType to CLEAR_CONNECTION_REQ.

  • Added DEVID_NON_ACD_DEVICE_IDENTIFIER and DEVID_SHARED_DEVICE_IDENTIFIER to Table DeviceIDType Values.

  • Added non ACD line types LINETYPE_NON_ACD_IN and LINETYPE_NON_ACD_OUT to Table LineType Values.

  • Added calltype CALLTYPE_NON_ACD (27) to Table CallType Values.

  • Added the NumPeripherals, FltPeripheralID, and MultilineAgentControl fields to OPEN_CONF.

  • Added the following status codes to Table PGStatusCode Values:

    • E_CTI_INVALID_CONFIG_MSG_MASK

    • E_CTI_AUTO_CONFIG_RESET

    • E_CTI_INVALID_MONITOR_STATUS

    • E_CTI_INVALID_REQUEST_ID_TYPE

  • Added the following ControlFailureCode values to Table ControlFailureCode Values:

    • CF_INVALID_TRUNK_ID_SPECIFIED

    • CF_SPECIFIED_EXTENSION_ALREADY_IN_USE

    • CF_ARBITRARY_CONF_OR_XFER_NOT_SUPPORTED

    • CF_NETWORK_TRANSFER_OR_CONSULT

    • CF_NETWORK_TRANSFER_OR_CONSULT_FAILED

    • CF_DEVICE_RESTRICTED

    • CF_LINE_RESTRICTED

    • CF_AGENT_ACCOUNT_LOCKED_OUT

    • CF_ARBITRARY_CONF_OR_XFER_NOT_SUPPORTED

    • CF_MAXIMUM_LINE_LIMIT_EXCEEDED

    • CF_SHARED_LINES_NOT_SUPPORTED

    • CF_EXTENSION_NOT_UNIQUE

  • Added CTI_SERVICE_ACD_LINE_ONLY and CTI_SERVICE_IGNORE_CONF to Table CTI Service Masks.

  • Added the ClientAddressIPV6 field to the following events:

    • RTP_STARTED_EVENT

      RTP_STOPPED_EVENT

      CLIENT_SESSION_OPENED_EVENT

      CLIENT_SESSION_CLOSED_EVENT

      EMERGENCY_CALL_EVENT

      START_RECORDING_REQ

      START_RECORDING_CONF

      STOP_RECORDING_REQ

      STOP_RECORDING_CONF

  • Added the SendingAddressIPV6 field to RTP_STARTED_EVENT and RTP_STOPPED_EVENT.

  • Added the COCConnectionCallID, COCCallConnectionDeviceIDType, and COCCallConnectionDeviceID fields to CALL_SERVICE_INITIATED_EVENT and SNAPSHOT_CALL_CONF.

  • Added device types DEVT_CTI_PORT_SCCP, and DEVT_CTI_PORT_SIP to Table TypeOfDevice Values.

Protocol Versions 10-13

The following is a list of additions and changes made to the CTI Server in Protocol Versions 10-13 (ICM Version 7.0(x).

  • Added New Types to Existing Tables, New fields to existing Messages, New fields added to existing messages

  • Added following fields to AGENT_STATE_EVENT: Duration (optional), NextAgentState, FltSkillGroupNumber, FltSkillGroupID, FltSkillGroupPriority, FltSkillGroupState

  • Changed Version Number in OPEN_REQ to 13 from 6.

  • Added DeviceIDType to SNAPSHOT_CALL_REQ to allow for Queues and Agent extensions with the same number.

  • Added ForcedFlag and AgentServiceReq to SET_AGENT_STATE_REQ

  • Added CTI_AGENT_STATE_CONTROL_ONLY, CTI_DEVICE_STATE_CONTROL, CTI_ROUTING, CTI_SERVICE_MINIMIZE_EVENTS, CTI_SERVICE_CONFIG_EVENTS, CTI_SERVICE_UPDATE_EVENTS, and CTI_SERVICE_IGNORE_DUPLICATE_AGENT_EVENTS in the CTI Service Masks table.

  • Corrected CALL_QUEUED_EVENT scenarios to reflect a QueueDeviceIDType of DEVID_NONE and remove the QueueDeviceID floating field.

  • Added DEVID_QUEUE to the device ID type table.

  • Removed CallsInQueue from the QUERY_AGENT_STATISTICS_CONF message.

  • In CALL_DELIVERED_EVENT, changed AlertingDevice to required.

  • Removed Duplicate tag SKILL_GROUP_PRIORITY_TAG.

  • Added DEVICE_TYPE_TAG to the tag value table.

  • Removed OldestCallInQueue from the QUERY_AGENT_STATISTICS_CONF message.

  • Added AgentAvailabilityStatus to QUERY_AGENT_STATE_CONF and AGENT_STATE_EVENT.

  • Added AgentsICMAvailable, and AgentsApplicationAvailable to QUERY_SKILL_GROUP_STATISTICS_CONF.

  • Added ICMAvailableTimeSession, RoutableTimeSession, ICMAvailableTimeToday, and RoutableTimeToday to QUERY_AGENT_STATISTICS_CONF.

  • Added AGENT_UDPATED_EVENT and QUEUE_UPDATED_EVENT to the message type table. The individual messages were covered but they were missing from the table.

  • Corrected EMERGENCY_CALL_CONF table.

  • Changed PauseDuration in SEND_DTMF_SIGNAL_REQ from USHORT to UINT. The type was mistakenly changed and there is special code to cover the backward compatibility.

  • Added EventDeviceType and EventDeviceID in SYSTEM_EVENT to allow specifying a non-numeric device on the in and out of service events.

  • Corrected CustomerPhoneNumber, and CustomerAccountNumber to be optional in CALL_DATA_UPDATE_EVENT and SET_CALL_DATA_REQ

  • Added NumFltSkillGroups field and floating fields for FltSkillGroupNumber, FltSkillGroupID, FltSkilllGroupState, and FltSkillGroupPriority to allow specifying more than 1 skill group in the event to AGENT_STATE_EVENT

  • Added RA_CALL_BY_CALL and RA_NAILED_CONNECTION in AgentWorkMode table.

  • Updated following messages with new fields:

    • AGENT_STATE_EVENT: NextAgentState, Duration

    • CALL_DEQUEUED_EVENT: DeQueueType

    • OPEN_REQ: EventMsgMask

    • RTP_STARTED_EVENT: SendingAddress, SendingPort

    • RTP_STOPPED_EVENT: SendingAddress, SendingPort

    • SET_AGENT_STATE_REQ: ForcedFlag

  • Updated tables with various new values.

  • Updated tables with various new values.

Protocol Version 9

The following is a list of additions and changes made to the CTI Server in Protocol Version 9 (ICM Version 5.0).

  • Added Server Service. See the section “Server Service” in Chapter 5, “Application Level Interfaces.”

  • Added the CampaignID and QueryRuleID fields to the SET_CALL_DATA_REQ and CALL_DATA_UPDATE_EVENT messages.

  • During an OPEN_REQ of an ALL_EVENTS client session, additional SYSTEM_EVENTs are now sent to the ALL_EVENTS client to indicate the status of each peripheral associated with the PG.

  • Added AgentAvailabilityStatus and ICMAgentID fields to QUERY_AGENT_STATE_CONF and AGENT_STATE_EVENT.

  • Added field AgentsICMAvailable and AgentsApplicationAvailable to QUERY_SKILL_GROUP_STATISTICS_CONF.

  • Added fields ICMAvailableTimeSession, RoutableTimeSession, ICMAvailableTimeToday, and RoutableTimeToday to QUERY_AGENT_STATISTICS_CONF.

  • Added ICMAgentID, AgentExtension, AgentID, and AgentInstrument fields to QUERY_AGENT_STATE_REQ.

  • Updates to several tables in Chapter 6, “Constants and Status Codes.”

Protocol Version 8

The following is a list of additions and changes made to the CTI Server in Protocol Version 8 (ICM Version 4.6).

  • Moved the RTP_STARTED_EVENT and RTP_STOPPED_EVENT messages to the ClientEvents Service.

  • Added AgentInstrument optional field to the following messages:

    • ALTERNATE_CALL_REQ

    • CLEAR_CALL_REQ

    • CONFERENCE_CALL_REQ

    • DEFLECT_CALL_REQ

    • HOLD_CALL_REQ

    • RECONNECT_CALL_REQ

    • RETRIEVE_CALL_REQ

    • TRANSFER_CALL_REQ

    • SEND_DTMF_SIGNAL_REQ

  • Added CalledPartyDisposition field to the BEGIN_CALL_EVENT, CALL_DATA_UPDATE_EVENT, and SNAPSHOT_CALL_CONF messages.

  • Added CallType and CalledPartyDisposition fields to the SET_CALL_DATA_REQ message.

  • Added BlendedAgent support.

  • Add CALLTYPE_PREVIEW and CALLTYPE_RESERVATION call types (see table CallType Values).

  • Add CallType and/or CalledPartyDisposition fields to the set_call_data_req, BEGIN_CALL_EVENT, CALL_DATA_ UPDATE_EVENT, and snapshot_call_conf messages.

  • Added CampaignID and QueryRuleID fields to the SET_CALL_DATA_REQ and CALL_DATA_UPDATE_EVENT messages.

  • Add real time and 5 minutes fields to the query_skill_group_statistics_conf message.

  • Add new AutoOut, Preview, and Reservation call metrics to the query_AGENT_statistics_conf and query_skill_group_statistics_conf messages.

  • Added SessionID field to the AGENT_STATE_EVENT message.

  • Add new BargeIn, Intercept, Monitor, Whisper, and Emergency call metrics to the query_AGENT_statistics_conf and query_skill_group_statistics_conf messages.

  • Added Supervisor services. See Supervisor Service in Chapter 5, “Application Level Interfaces.”

  • Added the following new messages:

    • SET_DEVICE_ATTRIBUTES_REQ / CONF

    • SUPERVISOR_ASSIST_REQ/CONF

    • EMERGENCY_CALL_REQ/CONF

    • SUPERVISE_CALL_REQ/CONF

    • AGENT_TEAM_CONFIG_REQ/CONF/EVENT

    • SET_APP_DATA_REQ/CONF

    • AGENT_DESK_SETTINGS_REQ/CONF

    • LIST_AGENT_TEAM_REQ/CONF

    • MONITOR_AGENT_TEAM_START_REQ/CONF

    • MONITOR_AGENT_TEAM_STOP_REQ/CONF

    • BAD_CALL_REQ/CONF

    • SET_DEVICE_ATTRIBUTES_REQ/CONF

    • REGISTER_SERVICE_REQ/CONF

    • UNREGISTER_SERVICE_REQ/CONF

    • START_RECORDING_REQ/CONF

    • STOP_RECORDING_REQ/CONF

  • Added the CustomerPhoneNumber, and CustomerAccountNumber fields. Developers may receive these fields in the CALL_DATA_UPDATE_EVENT messages.

Protocol Version 7

The following is a list of additions and changes made to the CTI Server in Protocol Version 7 (ICM Version 4.5).

  • Added the RTP_STARTED_EVENT and RTP_STOPPED_EVENT messages

  • Added skill group parameters to the CALL_DELIVERED_EVENT message.

  • Added LineHandle and LineType parameters to the CALL_REACHED_NETWORK_EVENT message.

Protocol Version 6

The following is a list of additions and changes made to the CTI Server in Protocol Version 6 (ICM Version 4.1).

  • Added the NAMEDVAR and NAMEDARRAY data types.

  • Added ICRCentralControllerTime and SystemCapabilities fields to the OPEN_CONF and SYSTEM_EVENT messages.

  • System Events Service renamed to Miscellaneous Services.

  • NamedVariable and NamedArray optional fields added to the following messages:

    • BEGIN_CALL_EVENT

    • CALL_DATA_UPDATE_EVENT

    • CALL_TRANSLATION_ROUTE_EVENT

    • SET_CALL_DATA_REQ

    • CONFERENCE_CALL_REQ

    • CONSULTATION_CALL_REQ

    • MAKE_CALL_REQ

    • MAKE_PREDICTIVE_CALL_REQ

    • TRANSFER_CALL_REQ

    • SNAPSHOT_CALL_CONF

  • EventReasonCode field added to the AGENT_STATE_EVENT message.

  • AGENT_PRE_CALL_EVENT and AGENT_PRE_CALL_ABORT_EVENT messages added .

  • New messages added to Miscellaneous Services:

    • USER_MESSAGE_REQ/CONF

    • USER_MESSAGE_EVENT

    • SUPERVISOR_ASSIST_REQ/CONF

    • EMERGENCY_CALL_REQ/CONF

    • QUERY_AGENT_STATISTICS_REQ/CONF

    • QUERY_SKILL_GROUP_STATISTICS_REQ/CONF

  • AgentExtension and AgentID fields added tothe QUERY_AGENT_STATE_REQ message.

  • New values SYS_CTI_SERVER_OFFLINE, SYS_CTI_SERVER_ONLINE, and SYS_HALF_HOUR_CHANGE added to SystemEventID Values table (Table SystemEventID Values).

  • Maximum length of all instances of the AgentInstrument field increased from 12 to 64 bytes.

  • SystemCapabilities field removed from the OPEN_CONF and SYSTEM_EVENT messages.

  • NumNamedVariables and NumNamedArrays fixed fields added to all messages that contain the NamedVariable and NamedArray floating fields.

  • Supervisor Service removed.

  • Queue information added to the QUERY_SKILL_GROUP_STATISTICS_CONF message.

  • AgentInstrument field added to QUERY_AGENT_STATE_CONF message.

  • Added the following fields to the QUERY_DEVICE_INFO_CONF message:

    • MaxActiveCalls

    • MaxHeldCalls

    • MaxDevicesInConference

    • MakeCallSetup

    • TransferConferenceSetup

    • CallEventsSupported

    • CallControlSupported

    • OtherFeaturesSupported

  • New PGStatus code values PGS_CTI_SERVER_OFFLINE and PGS_LIMITED_FUNCTION added to the PGStatusCode table (Table PGStatusCode Values).

  • Added HandledCallsAfterCallTimeSession and HandledCallsAfterCallTimeToday fields to the QUERY_AGENT_STATISTICS_CONF message.

  • Added HandledCallsAfterCallTimeToHalf and HandledCallsAfterCallTimeToday fields to the QUERY_SKILL_GROUP_STATISTICS_CONF message.

  • New Transfer/Conference Setup Mask values CONF_SETUP_SINGLE_ACD_CALL, TRANS_SETUP_SINGLE_ACD_CALL, and TRANS_SETUP_ANY_SINGLE_CALL added to the QUERY_DEVICE_INFO_CONF message.

  • New SystemEventIDs SYS_INSTRUMENT_OUT_OF_SERVICE and SYS_INSTRUMENT_BACK_IN_SERVICE added to the SystemEventID Values table (Table SystemEventID Values).

  • Added REGISTER_VARIABLES_REQ and REGISTER_VARIABLES_CONF messages.

  • Added MonitorID field to AGENT_PRECALL_EVENT and AGENT_PRECALL_ABORT_EVENT messages.

  • PeripheralID field added to the USER_MESSAGE_REQ message.

  • Updated StatusCodes table (Table Failure Indication Message Status Codes).

  • New LineTypes LINETYPE_OUTBOUND and LINETYPE_DID added to the LineTypes table (Table 6-14 LineType Values).

  • Added ServiceNumber, ServiceID, SkillGroupNumber, SkillGroupID, and SkillGroupPriority fields to AGENT_PRECALL_EVENT message.

  • Added note for CALL_ESTABLISHED_EVENT for Spectrum ACDs.

  • Added /CCT (Call Control Table) optional field to the MAKE_CALL_REQ and MAKE_PREDICTIVE_CALL_REQ messages.

Protocol Version 5

The following is a list of additions and changes made to the CTI Server in Protocol Version 5 (ICM Version 4.0).

  • Added Peripheral Monitor service and related messages.

  • Added a new MonitorID field to all Call and Agent Event messages.

  • Added Client Monitor service and related messages.

  • Added CallingDeviceType and CallingDeviceID fields to the CALL_SERVICE_INITIATED_EVENT message.

  • Increased the maximum number of skill groups from 10 to 20.

  • Added AlertRings, CallOption, AuthorizationCode, and AccountCode fields to the CONSULTATION_CALL_REQ, MAKE_CALL_REQ, and TRANSFER_CALL_REQ messages.

  • Readded MAKE_PREDICTIVE_CALL_REQ and MAKE_PREDICTIVE_CALL_CONF messages.

  • Added new SYS_PERIPHERAL_GATEWAY_OFFLINE System Event ID to the SystemEventID Values table (Table PeripheralType Values).

  • Added new AM_NONE, AM_NONE_NO_MODEM and AM_CONNECT_NO_MODEM AnsweringMachine values to the AnsweringMachine Values table (Table AnsweringMachine Values).

  • ANSWER_CALL_REQ message (Table SystemEventID Values) revised for peripherals that do not provide alerting call identification.

  • Added fields for single step conference to the CONFERENCE_CALL_REQ message:

    • CallPlacementType

    • CallMannerType

    • AlertRings

    • CallOption

    • FacilityType

    • Priority

    • PostRoute

    • DialedNumber

    • UserToUserInfo

    • CallVariable1 – CallVariable10

    • CallWrapupData

    • FacilityCode

    • AuthorizationCode

    • AccountCode

  • Replaced the AgentInstrument field in the MAKE_PREDICTIVE_CALL_REQ message with the OriginatingDevice field.

  • Added the following new fields to the MAKE_PREDICTIVE_CALL_REQ message:

    • AnswerDetectMode

    • AnswerDetectTime

    • AnswerDetectControl1

    • AnswerDetectControl2

    • DestinationCountry

    • OriginatingLineID

  • PeripheralOnline field added to the OPEN_CONF message.

  • ClientPort field added to the CLIENT_SESSION_OPENED_EVENT and CLIENT_SESSION_CLOSED_EVENT messages.

  • Optional AgentInstrument field added to the CLEAR_CONNECTION_REQ message.

  • AnsweringMachine field added to the CONFERENCE_CALL_REQ and TRANSFER_CALL_REQ messages.

  • Optional AgentInstrument field added to the CONSULTATION_CALL_REQ message.

  • Added the symbolic constant NULL_CALL_ID to the Special Values table (Table Special Values Special Values).

  • New peripheral types PT_SIEMENS_9005 and PT_ALCATEL added to the PeripheralType Values table (Table PeripheralType Values).

Was this Document Helpful?

FeedbackFeedback

Contact Cisco