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.

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

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.

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.

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

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

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.

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.

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

• Added Agent TeamName to AGENT_TEAM_CONFIG_EVENT Table Supervisor Service

  Added AGENT_TEAM_NAME_TAG(243) to Table Tag Values

  Added Direction to AGENT_STATE_EVENT Table Tag Values

  Added DIRECTION_TAG(244) to Table Tag Values

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

• Added three message types to Table Tag Values.

  Added CALL_AGENT_GREETING_MASK to Table Unsolicited Call Event Message Masks.

  Added CALL_AGENT_GREETING_EVENT in Table Unsolicited Call Event Message Masks.

  Added AGENT_GREETING_CONTROL_REQ in Table Message Types.

  Added AGENT_GREETING_CONTROL_CONF in Table Message Types.

  Added CF_AGENT_GREETING_CONTROL_OPERATION_FAILURE Extended Control Failure Code to Table ControlFailureCode Values.

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.

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.

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.”

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.

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.

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.

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).