Chapter 1. CTI Server Overview

How CTI Server Works

Unified CCE Call Processing

Pre-Routed Normal Call

Translation Route Call

Post Route Call

Transfer Call

Conference Call

CTI Server Configurations

Simplex/Duplex Configuration

CTI Bridge Configuration

CTI Server Message Set

Chapter 2. CTI Client Application Guidelines

InvokeIDs

Heartbeat Messages

Generic vs ACD-Specific Applications

Message Masks

Message Order

Definitions of Symbolic Constants

Side AB Selection TCPIP Connections

Alignment of Data Elements

Incompatible Changes Reported Call ConnectionIDs

CTI Operations During Unified CCE Failures

Chapter 3. Messaging Conventions

CTI Message Convention

Message Types

Data Types

MHDR Data Type

NAMEDVAR Data Type

NAMEDARRAY Data Type

TASKID Data Type

Message Formats

Floating Fields

Invoke IDs

Call Event Data

Device IDs

CTI Client History

Event Cause Codes

Call Identification

Failure Indication Messages

Chapter 4. Session Management

Configuring TCPIP Transport Services

Connection Management

Session Initialization

CTI Service Masks

OPEN_REQ Message

Unsolicited Call Event Message Masks

Agent State Masks

OPEN_CONF Message

Session Maintenance

Session Termination

Chapter 5. Application Level Interfaces

CTI Server Application Level Interfaces

Client Events Service

BEGIN_CALL_EVENT

END_CALL_EVENT

CALL_AGENT_GREETING_EVENT

CALL_DATA_UPDATE_EVENT

CALL_DELIVERED_EVENT

CALL_ESTABLISHED_EVENT

CALL_HELD_EVENT

CALL_RETRIEVED_EVENT

CALL_CLEARED_EVENT

CALL_CONNECTION_CLEARED_EVENT

CALL_ORIGINATED_EVENT

CALL_FAILED_EVENT

CALL_CONFERENCED_EVENT

CALL_TRANSFERRED_EVENT

CALL_DIVERTED_EVENT

CALL_SERVICE_INITIATED_EVENT

AGENT_STATE_EVENT

CALL_REACHED_NETWORK_EVENT

CALL_QUEUED_EVENT

CALL_DEQUEUED_EVENT

CALL_ATTRIBUTE_CHANGE_EVENT

AGENT_PRE_CALL_EVENT

AGENT_PRE_CALL_ABORT_EVENT

RTP_STARTED_EVENT

RTP_STOPPED_EVENT

All Events Service

CALL_DELIVERED_EVENT

CALL_TRANSLATION_ROUTE_EVENT

Peripheral Monitor Service

MONITOR_START_REQ

MONITOR_STOP_REQ

CHANGE_MONITOR_MASK_REQ

Client Monitor Service

CLIENT_SESSION_OPENED_EVENT

CLIENT_SESSION_CLOSED_EVENT

SESSION_MONITOR_START_REQ

SESSION_MONITOR_STOP_REQ

Supervisor Service

SUPERVISE_CALL_REQ

EMERGENCY_CALL_REQ

EMERGENCY_CALL_EVENT

AGENT_TEAM_CONFIG_EVENT

LIST_AGENT_TEAM_REQ

MONITOR_AGENT_TEAM_START_REQ

MONITOR_AGENT_TEAM_STOP_REQ

Call Data Update Service

SET_CALL_DATA_REQ

RELEASE_CALL_REQ

SET_DEVICE_ATTRIBUTES_REQ

Miscellaneous Service

SYSTEM_EVENT

CLIENT_EVENT_REPORT_REQ

USER_MESSAGE_REQ

USER_MESSAGE_EVENT

QUERY_AGENT_STATISTICS_REQ

QUERY_SKILL_GROUP_STATISTICS_REQ

REGISTER_VARIABLES_REQ

SET_APP_DATA_REQ

START_RECORDING_REQ

STOP_RECORDING_REQ

AGENT_DESK_SETTINGS_REQ

Connection Monitor Service

Client Control Service

QUERY_AGENT_STATE_REQ

SET_AGENT_STATE_REQ

ALTERNATE_CALL_REQ

ANSWER_CALL_REQ

CLEAR_CALL_REQ

CLEAR_CONNECTION_REQ

CONFERENCE_CALL_REQ

CONSULTATION_CALL_REQ

DEFLECT_CALL_REQ

HOLD_CALL_REQ

MAKE_CALL_REQ

MAKE_PREDICTIVE_CALL_REQ

RECONNECT_CALL_REQ

RETRIEVE_CALL_REQ

TRANSFER_CALL_REQ

QUERY_DEVICE_INFO_REQ

SNAPSHOT_CALL_REQ

SNAPSHOT_DEVICE_REQ

SEND_DTMF_SIGNAL_REQ

SUPERVISOR_ASSIST_REQ

EMERGENCY_CALL_REQ

BAD_CALL_REQ

AGENT_GREETING_CONTROL_REQ

Server Service

REGISTER_SERVICE_REQ

UNREGISTER_SERVICE_REQ

Configuration Acquisition Messages

Configuration keys

Initial configuration acquisition

Update messages

Message order

CONFIG_REQUEST_KEY_EVENT

CONFIG_KEY_EVENT

CONFIG_REQUEST_EVENT

CONFIG_BEGIN_EVENT

CONFIG_SERVICE_EVENT

CONFIG_SKILL_GROUP_EVENT

CONFIG_AGENT_EVENT

CONFIG_DEVICE_EVENT

CONFIG_CALL_TYPE_EVENT

CONFIG_MRD_EVENT

CONFIG_END_EVENT

Chapter 6. Constants and Status Codes

In this chapter

Failure Indication Message Status Codes

SystemEventID Values

Special Values

Tag Values

AgentState Values

PGStatusCode Values

PeripheralType Values

LocalConnectionState Values

EventCause Values

DeviceIDType Values

CallType Values

ConnectionDeviceIDType Values

LineType Values

ControlFailureCode Values

AllocationState Values

ForwardType Values

TypeOfDevice Values

ClassOfDevice Values

CallPlacementType Values

CallMannerType Values

CallOption Values

ConsultType Values

FacilityType Values

AnsweringMachine Values

AnswerDetectMode Values

AgentWorkMode Values

DestinationCountry Values

CTI Service Masks

Disposition Code Values

Agent Service Request Masks

Silent Monitor Status Values

Agent Internal States Message Values

TaskState Values

Chapter 7. Changes and Additions

Protocol Version 21

Protocol Version 20

Protocol Version 19

Protocol Version 18

Protocol Version 17

Protocol Version 16

Protocol Version 15

Protocol Version 14

Protocol Versions 10-13

Protocol Version 9

Protocol Version 8

Protocol Version 7

Protocol Version 6

Protocol Version 5

Preface

Change History

About This Guide

Audience

Related Documents

Obtaining Documentation and Submitting a Service Request

Field Alerts and Field Notices

Documentation Feedback

Conventions

Copyright Page

Chapter 1. CTI Server Overview

- How CTI Server Works

- Unified CCE Call Processing

- CTI Server Configurations

- CTI Server Message Set

How CTI Server Works

The CTI Server provides an interface between Unified CCE and client CTI applications. CTI Server runs on either a Unified CCE Peripheral Gateway (PG) with ACD interface software or on a dedicated CTI Gateway platform. This figure shows a sample CTI system in which the CTI Server runs on a PG platform along with the ACD interface software. CTI Servers may be running at one or several call centers in the enterprise.

CTI Server Overview

CTI Server forwards pre-routes indications to CTI application servers. Pre-route indications identify the caller and provide associated call attributes to applications before the call is connected to an agent or Voice Response Unit (VRU).

In a direct desktop application environment, call event information is delivered to the targeted desktop when the call is delivered. CTI Server reports call events and agent work state changes to the application as they occur through each stage of the call flow. This lasts from when a call arrives at an answering resource (Automatic Call Distributor (ACD), Private Branch Exchange (PBX), or VRU), until the caller hangs up.

Unified CCE Call Processing

The following brief review of several different Unified CCE call processing flows may be helpful when considering the CTI services and data provided by this interface. In the following discussions:

- Agent represents either a human representative or a VRU port.

- ACD represents a peripheral that is directly monitored by Unified CCE. It may be an actual ACD or a VRU.

- Call context refers to the user data associated with a specific call collected by Unified CCE. Call context includes Dialed Number, Calling Line ID or ANI, Caller Entered Digits, and an array of Call Variables.

- Pre-Routed Normal Call

- Translation Route Call

- Post Route Call

- Transfer Call

- Conference Call

Pre-Routed Normal Call

1. A customer dials an Enterprise “800” number.

2. The caller responds to in-network prompting (if any).

3. The network forwards a route request to Unified CCE (including any caller entered digits collected by the network).

4. Unified CCE, through the use of a routing script, chooses a destination to handle the call. The routing script almost certainly makes use of any caller entered digits.

5. A route response is returned to the network.

6. The call arrives at the chosen ACD and is monitored by the Peripheral Gateway (PG).

7. The call may pass through several states (queued, alerting, etc.) before finally being connected to an agent.

8. The agent may either handle the call directly or transfer the call to another agent.

9. Upon completion of the call, a Termination Call Detail record is created and sent to the Central Controller (CC) database.

Translation Route Call

1. A customer dials an Enterprise “800” number.

2. The caller responds to in-network prompting (if any).

3. The network forwards a route request to Unified CCE (including any caller entered digits collected by the network).

4. Unified CCE, through the use of a routing script, chooses two destinations for the call: an intermediate target and an ultimate target. The intermediate target is chosen from a special “pool” of targets reserved for just this purpose. No other calls are expected to arrive at the intermediate target.

5. A route response is returned to the network to send the call to the intermediate target. At the same time, the ultimate target data is sent to the PG monitoring the ACD where the call is expected to arrive. Caller entered digits collected in the network and any other call data set by the routing script is also sent to the PG in the message.

6. The call arrives at the chosen ACD and is monitored by the Peripheral Gateway (PG).

7. The ACD, recognizing the “special” nature of the call, performs a Route Request to collect the call’s ultimate target.

8. The ultimate target and other “call context” data determined by Unified CCE in step 5 is returned by the PG in a Route Response

9. The ACD routes the call to the ultimate target. As in the “normal” call case, the PG is informed of the call’s state changes as they occur. Eventually the call is connected to an agent.

10. The agent may either handle the call directly or transfer the call to another agent.

11. Upon completion of the call, a Termination Call Detail record is created and sent to the CC database.

Post Route Call

1. An ACD sends a Route Request to Unified CCE in order to determine the destination for a call it wishes to redirect. The Route Request may supply call data such as caller entered digits and any other call context data that peripheral type supports.

2. Unified CCE, through the use of a routing script, chooses a destination to handle the call. The routing script almost certainly makes use of any caller entered digits.

3. A route response is returned to the ACD, along with call context data (that may have been updated by the routing script).

4. The ACD routes the call to the ultimate target. As in the “normal” call case, the PG is informed of the call’s state changes as they occur. Eventually the call is connected to an agent.

5. The agent may either handle the call directly or transfer the call to another agent.

6. Upon completion of the call, a Termination Call Detail record is created and sent to the Central Controller database.

Transfer Call

1. In the case of a “local” transfer, the agent handling a call directs the ACD to transfer the call to another destination on the same ACD.

2. The peripheral gateway (PG) is informed of the various events associated with the call’s transfer.

3. Call transfers are handled differently by different types of ACDs. In general a new logical call is created for the resulting call. A Termination Call Detail record is created for the original call.

4. The new call is connected to an agent and is then handled or transferred (again) like any other call.

In the case of a “remote” transfer, the call leaves the realm of the monitoring PG and the original call is terminated in the usual way. The Unified CCE monitor the ACD and the "remote" transfer takes place into this ACD, the new call is monitored on that ACD's PG when the call arrives. This new call has none of the call context of the original call.

Depending upon the particular ACD’s capabilities and tie-line configuration, some ACDs may be set up to affect call transfers using the post route and translation route features previously described. In this case, the call context is preserved by being sent through Unified CCE via the route request and translation route mechanisms to the remote PG, and is thus available to the CTI Client, if any, associated with the destination device.

Conference Call

Like call transfers, call conferences are handled differently by different types of ACDs and may involve the creation of several calls that are all linked together.

CTI Server Configurations

The CTI Interface uses TCP/IP Ethernet for network connectivity to the CTI Server. You can use multi-protocol IP routers to provide connectivity to CTI clients on other types of LANs. You can use the Ethernet interface used for CTI client communication with the CTI Server for other purposes, such as the PG’s public network interface; a dedicated interface is not required.

Note

Do not use the PG private network for CTI communication.

- Simplex/Duplex Configuration

- CTI Bridge Configuration

Simplex/Duplex Configuration

In simplex configurations, there is one CTI Server on the local network with the CTI clients. In duplex configurations, two CTI Servers are present. There may be other equipment (for example, ACDs) on the network as well.

Typical Duplex Configuration Environment

CTI Bridge Configuration

In CTI Bridge configurations, a CTI Bridge Client provides the connection between an existing CTI Application and Unified CCE, as shown in this figure.

CTI Bridge to Existing CTI Application

CTI Bridge applications are interested in all call and agent state events that are occurring on the ACD. By comparison, agent workstation applications are interested only in the events associated with a particular agent device. The CTI Bridge application is a specially written program that converts or adapts the CTI messages into another format, as needed. A single CTI Bridge application provides such translation services for multiple agent desktops. The CTI Bridge application can be designed to interface with CTI Servers or similar applications on systems that are already in use in the call center.

Some examples of CTI Bridge applications include:

- Message converter applications. For example, an application may convert the CTI message set to the message set of a foreign telephony server.

- Server-to-server communication applications. For example, an application may enable the CTI Server to speak directly to a help desk application’s middle tier server.

CTI Server Message Set

The CTI Server makes call data available to applications in real time. To accomplish this task, the CTI Server process responds to requests from clients and originates unsolicited messages. All messages share a common message header and use the same set of data types.

This following table groups the messages into broad categories based on the nature of the message data.

CTI Server Message Categories

Category

Description

Session Management

Messages related to the establishment and maintenance of a client connection to the CTI Server.

Miscellaneous

Messages related to system-level events on the PG (for example, peripheral off-line, loss of PG-to-Central Controller communications).

Call Events

Messages related to call state changes.

Agent Events

Messages related to agent state changes.

Call Data Update

Messages related to CTI client modification of call data.

Client Control

Messages related to the direct control of agent state (for example, sign-in, sign-out) and control of inbound and outbound calls.

Related Information

Session Management

Chapter 2. CTI Client Application Guidelines

- InvokeIDs

- Heartbeat Messages

- Generic vs ACD-Specific Applications

- Message Masks

- Message Order

- Definitions of Symbolic Constants

- Side AB Selection TCPIP Connections

- Alignment of Data Elements

- Incompatible Changes Reported Call ConnectionIDs

- CTI Operations During Unified CCE Failures

InvokeIDs

The CTI protocol provides an integer InvokeID field in each request message. This field is always returned in the corresponding response message. You can set the Invoke ID to a unique value for each request you sent to the server. This allows you to have multiple requests outstanding and to correctly determine which request’s response has been received. For example, you can implement a simple counter that is incremented with each request.

Heartbeat Messages

The Heartbeat Interval designates the time in seconds between sending heartbeat messages to the CTI Server. A Heartbeat Interval of -1 disables heartbeats. The default setting for application developers is -1.

You must determine the appropriate heartbeat interval for a production environment -- it depends on the application and the environment. It should represent a reasonable balance between the speed of failure detection and the network bandwidth consumed by heartbeat messages and their corresponding confirmations.

In cases where there are very few CTI clients, such as a CTI Bridge, the minimum heartbeat interval of 5 seconds should suffice. Workstation (desktop) clients should use a much larger heartbeat interval (at least 90 seconds), since these clients typically number into the hundreds and possibly thousands. However, if the TCP/IP time-out period is adequate, or if there is nothing the application can do even if it is aware that something is wrong, it may be appropriate to disable heartbeats even in a production environment.

Generic vs ACD-Specific Applications

Although CTI Server provides a great deal of call event detail, be aware that the events reported and details provided with each call event vary depending upon the type of ACD involved and possibly the specific software version or other options configured. To remain completely generic and independent of the ACD type, the CTI client should only utilize the BEGIN_CALL_EVENT, END_CALL_EVENT, and CALL_DATA_UPDATE_EVENT messages.

In an object oriented model, you could use the BEGIN_CALL_EVENT message to construct an object that represents this specific call and initializes its contents. Any subsequent call event messages operate on the object and possibly change its state. Finally, you can use the END_CALL_EVENT to trigger any needed cleanup operations and destruction of the call object.

When you need other call event messages to satisfy the application’s requirements, try to use as little event data as possible other than the event type (message type). Your application will have fewer ACD specific dependencies.

For a list of the basic differences between ACD types that are potentially visible to a CTI client, see the CTI OS Developer Guide for Cisco Unified ICM/Contact Center Enterprise.

Message Masks

CTI Server can provide much more real-time data than the typical CTI client needs. The CTI Server provides message masks to suppress the transmission of unneeded data and avoid wasting network bandwidth. You should carefully consider the network impact of the expected number of simultaneously connected CTI clients before deploying a CTI client application that unmasks a large number of messages.

Message Order

When an event occurs that would conceptually result in two or more event messages being generated at the same time, the CTI client must be prepared to handle the messages arriving in any order. For example, an agent answering an inbound call might generate both a CALL_ESTABLISHED_EVENT and an AGENT_STATE_EVENT message. These may be received by a CTI client in either order, and other event messages may be sent to the client in between. Also, since ACD event data is often obtained from multiple sources, there can be a noticeable delay between event reports that logically occur at the same time.

Definitions of Symbolic Constants

The symbolic constants shown in tables in this document are available in a C include file, CTILink.h, that is included with every CTI Gateway installation in the \icr\include directory.

Side AB Selection TCPIP Connections

The following algorithm establishes TCP/IP connections with the CTI Server. This algorithm attempts to strike a balance between rapid reconnection following loss of connection and network saturation (due to hundreds of clients attempting to connect simultaneously). The algorithm is terminated as soon as a successful TCP/IP connection is achieved:

1. Attempt to connect to the same side as the last successful connection.

2. Attempt to connect to the opposite side.

3. Generate a random integer number N between 0 and the expected number of CTI clients divided by 10.

4. Wait for N seconds. This step helps avoid “rush hour” traffic when all clients at a site are reconnecting simultaneously.

5. Attempt to connect to the same side as the last successful connection.

6. Attempt to connect to the opposite side.

7. Wait for 15 seconds.

8. Attempt to connect to the same side as the last successful connection.

9. Attempt to connect to the opposite side.

10. Wait for 30 seconds.

11. Attempt to connect to the same side as the last successful connection.

12. Attempt to connect to the opposite side.

13. Wait for 60 seconds.

14. Attempt to connect to the same side as the last successful connection.

15. Attempt to connect to the opposite side.

16. Wait for 120 seconds.

17. Repeat steps 14 – 16 until a connection is achieved.

Alignment of Data Elements

The messages described in this document are sent as a stream of bytes. If the CTI client application uses data structures to represent the messages, be sure that the data structures do not have padding inserted to align elements on particular boundaries, such as aligning 32-bit integers so that they are located on a 4-byte boundary.

Incompatible Changes Reported Call ConnectionIDs

In the early releases of CTI Server, there was a defect in the connectionID logic that caused a call's first connectionID to be used as the connectionID in all subsequent call event messages, even when the event referred to a different call connection. This sometimes presented CTI clients with ambiguous call event messages, particularly when the call involved more than two parties.

This defect no longer exists in CTI Server Protocol Version 5 and subsequent releases. However, existing CTI client applications may be inadvertently dependent upon the old (incorrect) behavior and may no longer function correctly even though they continue to use the older CTI Server protocol revision. You should retest all CTI Server applications with the new release in a controlled environment prior to upgrading production systems with the Unified CCE, to avoid any impact to normal business operations.

CTI applications that use only the BEGIN_CALL_EVENT, CALL_DATA_UPDATE_EVENT, and END_CALL_EVENT call event messages may not require any changes. CTI applications that use the ConnectionID field in any other call event messages will almost certainly be affected.

For further call ConnectionID details, see “Call Identification” in Chapter 3.

CTI Operations During Unified CCE Failures

The Unified CCE is fault tolerant and recovers from failures quickly, but certain types of failures are not transparent and require consideration during application design:

- A failure of the active CTI Server causes all client connections to be closed. Clients may reconnect immediately (to the other side’s CTI Server in duplex configurations, or to the restarted CTI Server in simplex configurations), but clients will not receive messages for events that occurred while the client session was not open. ClientEvent clients will receive a BEGIN_CALL_EVENT for all calls that are already in progress when their session is opened.

- A failure of the data link or related software between the ACD and the Unified CCE will cause applications not to receive event messages for the duration of the outage. This type of failure is reported to all CTI clients via a SYSTEM_EVENT indicating that the peripheral (ACD) is offline. In addition, the Unified CCE may take additional action depending upon the type of failure and the ACD involved. In many cases, an END_CALL_EVENT will be sent immediately for every call that was in progress, even though the actual voice calls may still be in progress. When normal operation is restored, calls that are in progress may or may not have their call events reported, depending upon the particular type of ACD. If so, a new BEGIN_CALL_EVENT is sent for each call that will have event reporting resumed. In other cases, the calls will be allowed to linger for a short time after the failure without sending an END_CALL_EVENT. If the data link is restored within the short time interval, normal call event reporting continues (although events that occurred during the outage are not reported and the call may now be in a different state). If normal operation is not restored within the allotted time an END_CALL_EVENT is then sent for each call.

- A failure of the datalink between the Unified CCE Peripheral Gateway and the Central Controller does not prevent event messages, however, the failure does prevent use of the Unified CCE post-routing and translation-routing features.

Chapter 3. Messaging Conventions

- CTI Message Convention

- Message Types

- Data Types

- Message Formats

- Floating Fields

- Invoke IDs

- Call Event Data

- Failure Indication Messages

CTI Message Convention

The CTI client and the CTI Server communicate by exchanging messages. Cisco’s CTI Server message set is modeled after the Computer-Supported Telecommunications Applications (CSTA) messaging conventions defined by the European Computer Manufacturers Association. CTI Server messages, in general, follow CSTA naming conventions and the request/confirmation and unsolicited event paradigms. However, CTI Server messages use a simpler set of data types than those defined by CSTA.

In the CSTA model, one party acts as a server and the other as a client. In the Cisco interface, as the names suggest, the CTI client takes the client role and issues requests to the Unified CCE. The Unified CCE CTI Server takes the server role, responding to requests from the CTI clients and originating unsolicited events.

Message Types

This table defines the complete CTI server message set. The messages are described in greater detail in the remainder of this document. The length of the largest possible message (including the message header) defined by this protocol is 4329 bytes.

Message Set

Number

Message Type

Purpose

1

FAILURE_CONF

Negative confirmation; may be sent in response to any request.

2

FAILURE_EVENT

Unsolicited notification of a failure or error.

3

OPEN_REQ

Communication session establishment request.

4

OPEN_CONF

Communication session establishment confirmation.

5

HEARTBEAT_REQ

Communication session maintenance request.

6

HEARTBEAT_CONF

Communication session maintenance confirmation.

7

CLOSE_REQ

Communication session termination request.

8

CLOSE_CONF

Communication session termination confirmation.

9

CALL_DELIVERED_EVENT

Notification of inbound call arrival.

10

CALL_ESTABLISHED_EVENT

Notification of answering of inbound call.

11

CALL_HELD_EVENT

Notification of call placed on hold.

12

CALL_RETRIEVED_EVENT

Notification of call taken off hold.

13

CALL_CLEARED_EVENT

Notification of call termination.

14

CALL_CONNECTION_CLEARED_EVENT

Notification of the termination of a conference party connection.

15

CALL_ORIGINATED_EVENT

Notification of outbound call initiation.

16

CALL_FAILED_EVENT

Notification of inability to complete call.

17

CALL_CONFERENCED_EVENT

Notification of tandem connection of two calls.

18

CALL_TRANSFERRED_EVENT

Notification of call transfer.

19

CALL_DIVERTED_EVENT

Notification of call changing to a different service.

20

CALL_SERVICE_INITIATED_EVENT

Notification of the initiation of telecommunications service at a device (“dial-tone”).

21

CALL_QUEUED_EVENT

Notification of call being placed in a queue pending the availability of some resource.

22

CALL_TRANSLATION_ROUTE_EVENT

Notification of call context data for a call that has been routed to the peripheral by a translation route.

23

BEGIN_CALL_EVENT

Notification that a call has been associated with the CTI client.

24

END_CALL_EVENT

Notification that a call is no longer associated with a CTI client.

25

CALL_DATA_UPDATE_EVENT

Notification of a change in a call’s context data.

26

SET_CALL_DATA_REQ

Request to update one or more call variables or call wrap-up data.

27

SET_CALL_DATA_CONF

Response confirming a previous SET_CALL_DATA request.

28

RELEASE_CALL_REQ

Notification that all call data updates are complete.

29

RELEASE_CALL_CONF

Response confirming a previous RELEASE_CALL request.

30

AGENT_STATE_EVENT

Notification of new agent state.

31

SYSTEM_EVENT

Notification of a PG Status change.

32

CLIENT_EVENT_REPORT_REQ

Request to report a CTI client event.

33

CLIENT_EVENT_REPORT_CONF

Response confirming a previous CLIENT_EVENT_REPORT request.

34

CALL_REACHED_NETWORK_EVENT

Notification of outbound call being connected to the network.

35

CONTROL_FAILURE_CONF

Response indicating the failure of a proceeding control request.

36

QUERY_AGENT_STATE_REQ

Request to obtain the current state of an agent position.

37

QUERY_AGENT_STATE_CONF

Response to a QUERY_AGENT_STATE request.

38

SET_AGENT_STATE_REQ

Request to alter the current state of an agent position.

39

SET_AGENT_STATE_CONF

Response confirming a previous SET_AGENT_STATE request.

40

ALTERNATE_CALL_REQ

Request to alternate between a held and an active call.

41

ALTERNATE_CALL_CONF

Response confirming a previous ALTERNATE_CALL request.

42

ANSWER_CALL_REQ

Request to answer an alerting call.

43

ANSWER_CALL_CONF

Response confirming a previous ANSWER_CALL request.

44

CLEAR_CALL_REQ

Request to release all devices from a call.

45

CLEAR_CALL_CONF

Response confirming a previous CLEAR_CALL request.

46

CLEAR_CONNECTION_REQ

Request to release a single device from a call.

47

CLEAR_CONNECTION_CONF

Response confirming a previous CLEAR_CONNECTION request.

48

CONFERENCE_CALL_REQ

Request to conference a held call with an active call.

49

CONFERENCE_CALL_CONF

Response confirming a previous CONFERENCE_CALL request.

50

CONSULTATION_CALL_REQ

Request to hold an active call and start a new call.

51

CONSULTATION_CALL_CONF

Response confirming a previous CONSULTATION_CALL request.

52

DEFLECT_CALL_REQ

Request to move an alerting call to a different device.

53

DEFLECT_CALL_CONF

Response confirming a previous DEFLECT_CALL request.

54

HOLD_CALL_REQ

Request to place a call connection in the held state.

55

HOLD_CALL_CONF

Response confirming a previous HOLD_CALL request.

56

MAKE_CALL_REQ

Request to start a new call between two devices.

57

MAKE_CALL_CONF

Response confirming a previous MAKE_CALL request.

58

MAKE_PREDICTIVE_CALL_REQ

Request to start a new predictive call.

59

MAKE_PREDICTIVE_CALL_CONF

Response confirming a previous MAKE_PREDICTIVE_CALL request.

60

RECONNECT_CALL_REQ

Request to clear a connection and retrieve a held call.

61

RECONNECT_CALL_CONF

Response confirming a previous RECONNECT_CALL request.

62

RETRIEVE_CALL_REQ

Request to reconnect a held call.

63

RETRIEVE_CALL_CONF

Response confirming a previous RETRIEVE_CALL request.

64

TRANSFER_CALL_REQ

Request to transfer a held call to an active call.

65

TRANSFER_CALL_CONF

Response confirming a previous TRANSFER_CALL request.

66 to 77

Reserved

Reserved

78

QUERY_DEVICE_INFO_REQ

Request to obtain general device information.

79

QUERY_DEVICE_INFO_CONF

Response to a previous QUERY_DEVICE_INFO request.

80 to 81

Reserved

Reserved

82

SNAPSHOT_CALL_REQ

Request to obtain information about a specified call.

83

SNAPSHOT_CALL_CONF

Response to a previous SNAPSHOT_CALL request.

84

SNAPSHOT_DEVICE_REQ

Request to obtain information about a specified device.

85

SNAPSHOT_DEVICE_CONF

Response to a previous SNAPSHOT_DEVICE request.

86

CALL_DEQUEUED_EVENT

Notification of call being removed from a queue.

87 to 90

Reserved

Reserved

91

SEND_DTMF_SIGNAL_REQ

Request to send a sequence of DTMF tones.

92

SEND_DTMF_SIGNAL_CONF

Response to a previous SEND_DTMF_SIGNAL_REQ request.

93

MONITOR_START_REQ

Request to start monitoring of a given call or device.

94

MONITOR_START_CONF

Response to a previous MONITOR_START request.

95

MONITOR_STOP_REQ

Request to terminate monitoring of a given call or device.

96

MONITOR_STOP_CONF

Response to a previous MONITOR_STOP request.

97

CHANGE_MONITOR_MASK_REQ

Request to change the message masks of a given call or device monitor.

98

CHANGE_MONITOR_MASK_CONF

Response to a previous CHANGE_MONITOR_MASK request.

99

CLIENT_SESSION_OPENED_EVENT

Notification that a new CTI Client session has been opened.

100

CLIENT_SESSION_CLOSED_EVENT

Notification that a CTI Client session has been terminated.

101

SESSION_MONITOR_START_REQ

Request to start monitoring of a given CTI Client session.

102

SESSION_MONITOR_START_CONF

Response to a previous SESSION_MONITOR_START request.

103

SESSION_MONITOR_STOP_REQ

Request to terminate monitoring of a given CTI Client session.

104

SESSION_MONITOR_STOP_CONF

Response to a previous SESSION_MONITOR_STOP request.

105

AGENT_PRE_CALL_EVENT

Advance notification of a call routed to an Enterprise Agent.

106

AGENT_PRE_CALL_ABORT_EVENT

Cancellation of advance notification of a call routed to an Enterprise Agent.

107

USER_MESSAGE_REQ

Request to send a message to other CTI Server clients.

108

USER_MESSAGE_CONF

Response to a previous USER_MESSAGE_REQ request.

109

USER_MESSAGE_EVENT

Notification of a message sent by another CTI Server client.

110

REGISTER_VARIABLES_REQ

Request to register call context variables used by application.

111

REGISTER_VARIABLES_CONF

Response to a previous REGISTER_VARIABLES_REQ request.

112

QUERY_AGENT_STATISTICS_REQ

Request for current agent call handling statistics.

113

QUERY_AGENT_STATISTICS_CONF

Response to a previous QUERY_AGENT_STATISTICS_REQ request.

114

QUERY_SKILL_GROUP_STATISTICS_REQ

Request for current skill group call handling statistics.

115

QUERY_SKILL_GROUP_STATISTICS_CONF

Response to a previous QUERY_SKILL_GROUP_STATISTICS_REQ request.

116

RTP_STARTED_EVENT

Indicates that an RTP input has been started.

117

RTP_STOPPED_EVENT

Indicates that an RTP input has been stopped.

118

SUPERVISOR_ASSIST_REQ

An agent requests for assistance to their supervisor.

119

SUPERVISOR_ASSIST_CONF

Response to a previous SUPERVISOR_ASSIST_REQ request.

120

SUPERVISOR_ASSIST_EVENT

Notification of a supervisor assist request sent by a CTI Server client.

121

EMERGENCY_CALL_REQ

An agent declaring an emergency situation to their supervisor.

122

EMERGENCY_CALL_CONF

Response to a previous EMERGENCY_CALL_REQ request.

123

EMERGENCY_CALL_EVENT

Notification of an emergency call request sent by a CTI Server client.

124

SUPERVISE_CALL_REQ

A supervisor request to perform monitor or barge-in operations.

125

SUPERVISE_CALL_CONF

Response to a previous SUPERVISE_CALL_REQ request.

126

AGENT_TEAM_CONFIG_REQ

Request sent by client to CTI Server, to change agent team configuration.

127

AGENT_TEAM_CONFIG_CONF

Response to a previous AGENT_TEAM_CONFIG_REQ request.

128

AGENT_TEAM_CONFIG_EVENT

Notification of passing the team member list.

129

SET_APP_DATA_REQ

Request to update one or more application variables.

130

SET_APP_DATA_CONF

Response confirming a previous SET_APP_DATA request.

131

AGENT_DESK_SETTINGS_REQ

Request to obtain Agent Desk Settings.

132

AGENT_DESK_SETTINGS_CONF

Response to a previous AGENT_DESK_SETTINGS_REQ request.

133

LIST_AGENT_TEAM_REQ

Request to obtain a list of Agent Teams.

134

LIST_AGENT_TEAM_CONF

Response to a previous LIST_AGENT_TEAM_REQ request.

135

MONITOR_AGENT_TEAM_START_REQ

Request to start monitoring an Agent Team.

136

MONITOR_AGENT_TEAM_START_CONF

Response to a previous MONITOR_AGENT_TEAM_START_REQ request.

137

MONITOR_AGENT_TEAM_STOP_REQ

Request to stop monitoring an Agent Team.

138

MONITOR_AGENT_TEAM_STOP_CONF

Response to a previous MONITOR_AGENT_TEAM_STOP_REQ request.

139

BAD_CALL_REQ

Request to mark a call as having poor voice quality.

140

BAD_CALL_CONF

Response to a previous BAD_CALL_REQ request.

141

SET_DEVICE_ATTRIBUTES_REQ

Request to set the default attributes of a calling device.

142

SET_DEVICE_ATTRIBUTES_CONF

Response to a previous SET_DEVICE_ATTRIBUTES_REQ request.

143

REGISTER_SERVICE_REQ

Request to register service for the server application.

144

REGISTER_SERVICE_CONF

Response to a previous REGISTER_SERVICE_REQ request.

145

UNREGISTER_SERVICE_REQ

Request to unregister service for the server application.

146

UNREGISTER_SERVICE_CONF

Response to a previous UNREGISTER_SERVICE_REQ request.

147

START_RECORDING_REQ

Request to start recording.

148

START_RECORDING_CONF

Response to a previous START_RECORDING_REQ request.

149

STOP_RECORDING_REQ

Request to stop recording.

150

STOP_RECORDING_CONF

Response to a previous STOP_RECORDING_REQ request.

151

MEDIA_LOGIN_REQ

Report agent sign in to MRD.

152

MEDIA_LOGIN_RESP

Response to MEDIA_LOGIN_REQ.

153

MEDIA_LOGOUT_IND

Report agent sign out from MRD.

154

MAKE_AGENT_ROUTABLE_IND

Make agent routable for MRD request.

155

MAKE_AGENT_NOT_ROUTABLE_REQ

Make agent not routable for MRD request.

156

MAKE_AGENT_NOT_ROUTABLE_RESP

Response to MAKE_AGENT_NOT_ROUTABLE_REQ.

157

MAKE_AGENT_READY_IND

Report agent made ready.

158

MAKE_AGENT_NOT_READY_REQ

Report agent made not ready.

159

MAKE_AGENT_NOT_READY_RESP

Response to MAKE_AGENT_NOT_READY_REQ.

160

OFFER_TASK_IND

Report agent has been offered task, agent selected by Unified CCE.

161

OFFER_APPLICATION_TASK_REQ

Report agent has been offered task, agent not selected by Unified CCE.

162

OFFER_APPLICATION_TASK_RESP

Response to OFFER_APPLICATION_TASK_REQ.

163

START_TASK_IND

Report agent has begun task, agent selected by Unified CCE.

164

START_APPLICATION_TASK_REQ

Report agent has begun task, agent not selected by Unified CCE.

165

START_APPLICATION_TASK_RESP

Response to START_APPLICATION_TASK_REQ.

166

PAUSE_TASK_IND

Report agent has paused task.

167

RESUME_TASK_IND

Report agent has resumed task.

168

WRAPUP_TASK_IND

Report agent has entered wrap-up for task.

169

END_TASK_IND

Report agent has ended task.

170

AGENT_MADE_NOT_ROUTABLE_EVENT

Notify client that agent made not routable for MRD.

171

AGENT_INTERRUPT_ADVISORY_EVENT

Notify client that agent has been interrupted by noninterruptible task.

172

AGENT_INTERRUPT_ACCEPTED_IND

Report acceptance of the interrupt.

173

AGENT_INTERRUPT_UNACCEPTED_IND

Report nonacceptance of the interrupt.

174

AGENT_INTERRUPT_DONE_ADVISORY_EVENT

Notify client that interrupt has been ended.

175

AGENT_INTERRUPT_DONE_ACCEPTED_IND

Report acceptance of interrupt end.

176

CHANGE_MAX_TASK_LIMIT_REQ

Change the maximum number of simultaneous tasks for the agent MRD combination.

177

CHANGE_MAX_TASK_LIMIT_RESP

Response to CHANGE_MAX_TASK_LIMIT_REQ.

178

OVERRIDE_LIMIT_REQ

Request a task assignment even though it would exceed agent’s maximum number of simultaneous tasks for the MRD.

179

OVERRIDE_LIMIT_RESP

Response to OVERRIDE_LIMIT_REQ.

180

UPDATE_TASK_CONTEXT_IND

Update Unified CCE task context.

181

BEGIN_AGENT_INIT_IND

Report begin agent and task resynchronization.

182

AGENT_INIT_REQ

Report agent’s current state.

183

AGENT_INIT_RESP

Response to AGENT_INIT_REQ.

184

END_AGENT_INIT_IND

Report end of agent and task resynchronization.

185

TASK_INIT_IND

Report task’s state.

186

AGENT_INIT_READY_EVENT

Notify client that Unified CCE is ready to receive agent and task resynchronization messages.

187

GET_PRECALL_MESSAGES_REQ

Request any pending PRE-CALL messages.

188

GET_PRECALL_MESSAGES_RESP

Response to GET_PRECALL_MESSAGES_REQ.

189

AGENT_LEGACY_PRE_CALL_EVENT

Current task context.

190

FAILURE_RESP

Failure response to ARM indication messages.

191

BEGIN_TASK_EVENT

Indicates that the specified task has entered the system, either queued, offered, or begun.

192

QUEUED_TASK_EVENT

Indicate that the specified task has been queued in the router.

193

DEQUEUED_TASK_EVENT

Indicate that the specified task has been dequeued from the router.

194

OFFER_TASK_EVENT

Indicates that the specified agent has been reserved to handle the specified task.

195

START_TASK_EVENT

Indicates that the specified agent has started handling the task.

196

PAUSE_TASK_EVENT

Indicates that the specified agent has temporarily suspended handling of the specified task.

197

RESUME_TASK_EVENT

Indicates that the specified agent has resumed handling of the specified task after having previously sent a Pause Task message.

198

WRAPUP_TASK_EVENT

Indicates that the specified agent is no longer actively handling the task but is doing followup work related to the task.

199

END_TASK_EVENT

Indicates that the specified agent has ended handling of the specified task.

200

TASK_DATA_UPDATE_EVENT

Update task context for the specified task.

201

TASK_MONITOR_START_REQ

Request to start the task monitor with the task mask in the request message.

202

TASK_MONITOR_START_CONF

Response to TASK_MONITOR_START_REQ.

203

TASK_MONITOR_STOP_REQ

Request to stop the task monitor with the monitor ID in the request message.

204

TASK_MONITOR_STOP_CONF

Response to TASK_MONITOR_STOP_REQ.

205

CHANGE_TASK_MONITOR_MASK_REQ

Request to change the task monitor mask with the new mask in the request message.

206

CHANGE_TASK_MONITOR_MASK_CONF

Response to CHANGE_TASK_MONITOR_MASK_REQ.

207

MAX_TASK_LIFETIME_EXCEEDED_EVENT

Unified CCE terminated a task which had exceeded its configured maximum lifetime. The result is equivalent to the task ending due to an end task but with a special reason code in the Termination Call Detail record.

208

SET_APP_PATH_DATA_IND

Set or update the application path-specific data variables available to routing scripts.

209

TASK_INIT_REQ

Report task’s state. Use this when a Unified CCE taskID is not yet assigned to the task because the task began when the ARM client interface was down.

210

TASK_INIT_RESP

Response to the TASK_INIT_REQ message.

211

ROUTE_REGISTER_EVENT

Register to receive route requests.

212

ROUTE_REGISTER_REPLY_EVENT

Reply to registration message.

213

ROUTE_REQUEST_EVENT

Route request for a destination for a call.

214

ROUTE_SELECT_EVENT

Supplies a route destination for a route request.

215

ROUTE_END_EVENT

End Routing dialog.

216 to 229

Reserved

Reserved

230

CONFIG_REQUEST_KEY_EVENT

Sent by client to CTI Server, to request configuration keys for different items.

231

CONFIG_KEY_EVENT

Response to previous CONFIG_REQUEST_KEY_EVENT request.

232

CONFIG_REQUEST_EVENT

Sent by client to CTI Server, to receive configuration.

233

CONFIG_BEGIN_EVENT

Signifies the beginning of configuration

234

CONFIG_END_EVENT

Signifies the end of configuration

235

CONFIG_SERVICE_EVENT

Sent by the CTI Server to client, to update information about a service or application.

236

CONFIG_SKILL_GROUP_EVENT

Sent by the CTI Server to client, to update information about skill group configuration.

237

CONFIG_AGENT_EVENT

Request sent by the CTI Server to client, to update information about agent.

238

CONFIG_DEVICE_EVENT

Request sent by the CTI Server to client, to update information about a device.

239 to 241

Reserved

Reserved

242

TEAM_CONFIG_REQ

Request sent by client to CTI server, to request team configuration data.

243

TEAM_CONFIG_EVENT

Response to previous TEAM_CONFIG_REQ request.

244

TEAM_CONFIG_CONF

Sent by the CTI Server to client, to mark end of team configuration data.

245

CONFIG_CALL_TYPE_EVENT

Sent by the CTI server to client, to provide information about a call type.

246 to 247

Reserved

Reserved

248

CALL_AGENT_GREETING_EVENT

Status Notification of Agent Greeting request.

249

AGENT_GREETING_CONTROL_REQ

Stop the greeting that is playing; disable or enable the Agent Greeting feature for this current sign-in session.

250

AGENT_GREETING_CONTROL_CONF

Confirmation of AGENT_GREETING_CONTROL_REQ.

251 to 253

Reserved

Reserved

254

CONFIG_MRD_EVENT

Sent by the CTI server to client, to provide information about a Media Routing Domain.

255

GET_AGENT_TASKS_REQ

Request sent to obtain an agent's Tasks list in a specified MRD. The message acts as an indication to a PG that the client has reconnected; the PG then recalculates the agent’s state based on the Tasks the agent has. If there are no tasks, the agent state is Not-Ready.

256

AGENT_TASKS_RESP

Sent by the CTI Server to client, as a response to a previous GET_AGENT_TASKS_REQ message.

257

SNAPSHOT_TASK_REQ

Request sent to obtain information about a specified agent's task.

258

SNAPSHOT_TASK_RESP

Sent by the CTI Server to client, as a response to a previous SNAPSHOT_TASK_REQ message.

259

Reserved

Reserved

Data Types

This table lists the data types that define fields within messages. All numeric data longer than 1 byte are sent in order of most significant byte to least significant byte. This is the canonical network byte order defined by TCP/IP standards.

Data Types

Data Type

Meaning

Byte Size

CHAR

Signed integer, –128 to 127.

1

UCHAR

Unsigned integer, 0 to 255.

1

SHORT

Signed integer, –32,768 to 32,767.

2

USHORT

Unsigned integer, 0 to 65,535.

2

INT

Signed Integer, –2,147,483,648 to 2,147,483,647.

4

UINT

Unsigned Integer, 0 to 4,294,967,295.

4

BOOL

Boolean (False = 0, True = 1).

2

STRING[n]

ASCII string of length n.

n

UNSPEC[n]

Unspecified data occupying n consecutive bytes.

n

TIME

A date/time, expressed as the number of seconds since midnight January 1, 1970 Coordinated Universal Time (UTC).

4

MHDR

Message header

8

NAMEDVAR

A named call context variable

3 … 251

NAMEDARRAY

A named call context array element

4 … 252

TASKID

Task group identifier

12

APPPATHID

Application path identifier

5

- MHDR Data Type

- NAMEDVAR Data Type

- NAMEDARRAY Data Type

- TASKID Data Type

MHDR Data Type

The MHDR data type is a common message header that precedes all messages exchanged between a CTI client and the CTI Server. This table defines the message header format.

Message Header (MHDR) Format

Field Name

Value

Data Type

Byte Size

MessageLength

The length of the message in bytes, excluding the size of the message header (the first 8 bytes).

UINT

4

MessageType

The type of message. This value determines the format of the remainder of the message.

UINT

4

NAMEDVAR Data Type

The NAMEDVAR data type is a call context variable that is defined in the Unified CCE Expanded_Call_Variable_Table. This variable-length data type may appear in the floating part of a message and has the format shown in this table:

Named Call Context Variable (NAMEDVAR) Format

Subfield

Value

Data Type

Max. Size

Tag

NAMED_VARIABLE_TAG (= 82). The floating field tag that indicates that the following data is a named call context variable.

UCHAR

2

FieldLength

The total length of the VariableName and Variable Value fields, including the null-termination bytes. The value of this field may range from 3 to 251.

UCHAR

2

VariableName

The null-terminated defined name of the variable.

STRING

33

VariableValue

The null-terminated value of the variable.

STRING

211

NAMEDARRAY Data Type

The NAMEDARRAY data type is a call context variable that is defined in the Unified CCE Expanded_Call_Variable_Table. This variable length data type may appear in the floating part of a message and has the format shown in this table:

Named Call Context Array Variable (NAMEDARRAY) Format

Subfield

Value

Data Type

Max. Size

Tag

NAMED_ARRAY_TAG (= 83). The floating field tag that indicates that the following data is a named call context array variable.

UCHAR

2

FieldLength

The total length of the VariableIndex, Variable Name, and VariableValue fields, including the null-termination bytes. The value of this field may range from 4 to 252.

UCHAR

2

VariableIndex

The index of the array variable.

UCHAR

1

VariableName

The null-terminated defined name of the array variable.

STRING

33

VariableValue

The null-terminated value of the array variable.

STRING

211

TASKID Data Type

This table defines the TASKID field format.

TASKID Format

Field Name

Value

Data Type

Byte Size

TaskGroupHigh

The most significant 4 bytes of the Task Group ID. The Task Group ID links multiple Termination Call Detail (TCD) records together for reporting purposes. Use this when the same customer interaction involves multiple tasks over time. For example, this might happen if an agent stops the work and then another agent restarts it.

INT

4

TaskGroupLow

The least significant 4 bytes of the Task Group ID.

INT

4

SequenceNumber

The Task Group ID is unchanged for the lifetime of all tasks that are related to the group. The combination of Task Group ID and Sequence Number is unique for every termination record.

INT

4

Message Formats

Messages contain either a fixed part only or a fixed part and a floating part. The fixed part of a message contains the message header and all required, fixed length fields. The variable part of a message immediately follows the fixed part. It contains one or more floating fields that are optional and/or variable in length. The message type field in the message header determines the format of the message, and therefore indicates if the message includes a floating part and what types of floating fields may appear within it.

CTI Server Message Format

Floating Fields

Each floating field has the same format. The field begins with a two-byte tag, which identifies the field type. Following the tag is a two-byte field length, which indicates the number of bytes of data in the field (excluding the tag and field length). The data immediately follows the FieldLength. The maximum size listed for each floating field is the maximum number of data bytes allowed. It does not include the tag and field length bytes. For string data, it includes the null termination byte.

Floating fields are packed together in the floating part of the message. The tag of one floating field immediately follows the data of the previous field. The message length (in the message header) indicates the end of the message. This figure shows the format of a floating field.

CTI Server Floating Field Format

Within the floating part, floating fields may appear in any order. In general, each floating field appears only once unless the field is a member of a list. In this case, a fixed field in the message indicates the number of list entries present. This table defines the format of the floating field:

Floating Field Subfields

Subfield

Value

Data Type

Byte Size

Tag

The type of the floating field

USHORT

2

FieldLength

The number of bytes, n, in the Data subfield of the floating field.

USHORT

2

Data

The data

Depends on field type

n

For a list of possible floating field tag values, see the Tag Values table.

Related References

Tag Values

Invoke IDs

All request messages that can be sent to the CTI Server contain a field called the InvokeID. The InvokeID value is returned in the corresponding response message to the CTI client. A CTI client usually places a value in this field that enables it to associate a received response with the corresponding request. Typically, this is simply a counter that is incremented as each request message is sent.

Call Event Data

The Cisco CTI Interface presents Call Event data using a CSTA-like model; however, the underlying ACD datalink may or may not conform to this model. This means that, depending upon the type of ACD being used, some Call Event messages may not be generated, and some of the CSTA message data for other events may not be available. Be aware that the interpretation of Call Event data is very peripheral-specific, particularly when multiple ACD types are being used.

For a discussion of peripheral-specific considerations, see the CTI OS Developer Guide for Cisco Unified ICM/Contact Center Enterprise.

- Device IDs

- CTI Client History

- Event Cause Codes

- Call Identification

Device IDs

The Call Event messages detailed later in this document typically provide several different device ID fields. Depending upon the type of peripheral and the nature of the event, the device ID may represent a Trunk number, a Trunk Group number, or an agent teleset number (extension). Some peripheral types may not provide a device ID for one or more fields. To handle these situations, the Call Event messages provide device IDs using two fields: a fixed field indicating whether or not the device ID was provided and enumerating the type of device identified, and a floating field containing the device ID (if provided).

CTI Client History

The Call Event messages also provide a list of CTI clients associated with the current call (if any). This information is provided using a separate floating field for each CTI client in the list, and a fixed field providing a count of the number of entries in the list. Each list entry’s floating field uses the same tag value.

Event Cause Codes

Most Call Event messages include an EventCause fixed field that may provide a reason for the occurrence of the event. Usually no event cause information is supplied (CEC_NONE).

For a list of EventCause codes that may be reported, see the EventCause Values table.

Related References

EventCause Values

Call Identification

CTI Server uses the CSTA method of identifying calls. A numeric ConnectionCallID identifies a call; each connection of a device to that call is identified by a ConnectionDeviceID string and an enumerated ConnectionDeviceIDType value. All call related messages identify the ConnectionCallID as well as the ConnectionDeviceIDType and ConnectionDeviceID of the call connection that is the subject of the event.

Sample CSTA Call/Device/ConnectionID Values

A ConnectionDeviceID uniquely identifies a call connection. However, it cannot directly identify the connected device; use other event message fields for that purpose. In some cases, the ConnectionDeviceID may simply be the ID of the connected device, the connected deviceID with additional identifying data included, or a string that does not contain the deviceID at all. A valid CTI Server application can make no assumption about the content or format of a ConnectionDeviceID.

Occasionally, both the ConnectionDeviceID and the numeric ConnectionCallID are required in order to properly identify the subject call. This occurs when the ACD uses the ConnectionCallID value from an ACD call as the ConnectionCallID value for any related consultative calls. This poses two particularly significant requirements for applications: they must be able to keep track of two calls with the same numeric ConnectionCallID value, and they must be able to decide which of the two calls is being referenced by any given call event message. These requirements are relatively easy to implement by keeping track of the ConnectionDeviceIDs associated with each call. The call that has a ConnectionDeviceID that matches the ConnectionDeviceID provided in the call event message is the call that is the subject of the event. The only difficult case is determining which call is the subject when a new call connection is created. For this case, the following rule applies:

- When more than one call with the same ConnectionCallID value exists, the connection being created by a CALL_ESTABLISHED_ EVENT shall apply to the call that does not yet have a destination connection established.

Typically, when this occurs, one call will have been the subject of a prior CALL_ESTABLISHED_EVENT and will have two connections; the other will have only one originating connection. The CALL_ESTABLISHED_EVENT will therefore create the second connection on that call. It should never be the case that both calls have already been the subject of a CALL_ESTABLISHED_EVENT.

Failure Indication Messages

The CTI Server may indicate errors to the CTI client using the FAILURE_CONF and FAILURE_EVENT messages. The CTI Server may use the FAILURE_CONF message in response to any request message from the CTI client. The CTI Server sends the FAILURE_CONF message instead of the positive confirmation message specific to the request. The format of the FAILURE_CONF message is defined in this table:

FAILURE_CONF Message Format

Field Name

Value

Data Type

Byte Size

MessageHeader

Standard message header. MessageType = 1.

MHDR

8

InvokeID

Set to the value of the InvokeID from the corresponding request message.

UINT

4

Status

A status code indicating the cause of the failure. The possible status codes are defined in the Failure Indication Message status code table.

UINT

4

The CTI Server may use the FAILURE_EVENT message to asynchronously indicate a failure or error condition to the CTI client. The format of the FAILURE_EVENT message is defined in this table:

FAILURE_EVENT Message Format

Field Name

Value

Data Type

Byte Size

MessageHeader

Standard message header. MessageType = 2.

MHDR

8

Status

A status code indicating the cause of the failure. The possible status codes are defined in the Failure Indication Message status code table.

UINT

4

Related References

Failure Indication Message Status Codes

Chapter 4. Session Management

- Configuring TCPIP Transport Services

- Connection Management

- Session Initialization

- Session Maintenance

- Session Termination

Configuring TCPIP Transport Services

TCP/IP transport services are used in CTI client/server communications. From the Windows Socket interface, enable the TCP “linger” option and set it to zero to close TCP connections immediately upon request without waiting for previously transmitted data to be acknowledged. This ensures that communications can be re-established quickly after a failure.

If possible, disable the Nagle transmit delay algorithm of TCP to ensure timely delivery of all data. (Disabling the Nagle algorithm is sometimes referred to as the TCP_NODELAY option.) Disabling this algorithm ensures that messages are always transmitted immediately upon request.

Connection Management

You should configure the CTI clients with two sets of hostname/port number pairs; one for the IP address and TCP port number of the CTI Server on side “A” and the other for the corresponding CTI Server on side “B”. The CTI clients should alternately attempt to connect to each side until a connection is established. Once a connection between the CTI client and the CTI Server has been established, the connection remains in place until a failure occurs or the client closes the connection. Connection failures may be detected by the TCP layer or by the heartbeat message mechanism described later in this chapter. If a failure occurs, the CTI client should again alternately attempt to establish a connection to either side until a new connection is established.

Session Initialization

Once a TCP connection has been established, you can attempt to initialize a communications session by sending an OPEN_REQ message to the CTI Server. The CTI Server responds with an OPEN_CONF message to confirm the successful establishment of a session. This figure depicts the message flow.

Session Initialization Message Flow

- CTI Service Masks

- OPEN_REQ Message

- OPEN_CONF Message

CTI Service Masks

This table shows the CTIService masks.

CTI Service Masks

MaskName

Description

Value

CTI_SERVICE_DEBUG

Causes all messages exchanged during the current session to be captured to a file for later analysis.

0x80000000

CTI_SERVICE_CLIENT_EVENTS

Client receives call and agent state change events associated with a specific ACD phone.

0x00000001

CTI_SERVICE_CALL_DATA_UPDATE

Client may modify call context data.

0x00000002

CTI_SERVICE_CLIENT_CONTROL

Client may control calls and agent states associated with a specific ACD phone.

0x00000004

CTI_SERVICE_CONNECTION_MONITOR

Establishment and termination of this session cause corresponding Unified CCE Alarm events to be generated.

0x00000008

CTI_SERVICE_ALL_EVENTS

Client receives all call and agent state change events (associated with any ACD phone).

0x00000010

CTI_SERVICE_PERIPHERAL_MONITOR

Client may dynamically add and remove devices and calls for which it wishes to receive call and agent state events.

0x00000020

CTI_SERVICE_CLIENT_MONITOR

Client receives notification when all other CTI client sessions are opened and closed, and may monitor the activity of other CTI client sessions.

0x00000040

CTI_SERVICE_SUPERVISOR

Client may request supervisor services.

0x00000080

CTI_SERVICE_SERVER

Client identifies itself as server application.

0x00000100

CTI_SERVICE_AGENT_REPORTING

Client may request reporting and routing ARM(Agent Reporting And Management) messages.

0x00000400

CTI_SERVICE_ALL_TASK_EVENTS

Client receives all task events.

0x00000800

CTI_SERVICE_TASK_MONITOR

Client receives monitored task events.

0x00001000

CTI_AGENT_STATE_CONTROL_ONLY

Client can change agent state only. Call control is not allowed. If a client requests for CTI_SERVICE_CLIENT_CONTROL, the server may grant this flag to indicate that only agent state change is allowed.

0x00002000

Unused

0x00004000

CTI_DEVICE_STATE_CONTROL

The client/server wishes to register and get resource state change requests

0x00008000

CTI_SERVICE_UPDATE_EVENTS

Requests that this client receive update notification events. (No data)

0x00080000

CTI_SERVICE_IGNORE_DUPLICATE_AGENT_EVENTS

Request to suppress duplicate agent state events.

0x00100000

CTI_SERVICE_IGNORE_CONF

Do not send confirmations for third-party requests.

0x00200000

CTI_SERVICE_ACD_LINE_ONLY

Request not to send events for non-ACD lines. (Unified CCE only)

0x00400000

OPEN_REQ Message

This table defines the OPEN_REQ message.

OPEN_REQ Message Format

Field Name

Value

Data Type

Byte Size

Fixed Part

MessageHeader

Standard message header. MessageType = 3.

MHDR

8

InvokeID

An ID for this request message, to be returned in the corresponding confirm message.

UINT

4

VersionNumber

The version number of the interface requested by the CTI client. This defines the version of all messages in the message set.

UINT

4

IdleTimeout

The session idle timer, expressed in seconds. If the session is idle (no messages received) for this time, the CTI Server resets the TCP connection and awaits the establishment of a new session. This value is typically 4 times the heartbeat interval used by the CTI client. If the CTI client does not use the HEARTBEAT_REQ message, set this field to 0xFFFFFFFF.

UINT

4

PeripheralID

The Peripheral ID of the ACD whose events are of interest to the client. Required for Client Events service; otherwise, set this field to the special value NULL_ PERIPHERAL_ID.

UINT

4

ServicesRequested

A bitwise combination of the CTI Services listed in that the CTI client is requesting.

UINT

4

CallMsgMask

A bitwise combination of the Unsolicited Call Event Message Masks listed that the CTI client wishes to receive.

UINT

4

AgentStateMask

A bitwise combination of Agent State Masks that the CTI client wishes to receive.

UINT

4

ConfigMsgMask

A bitwise combination of Configuration Event Masks that the CTI client wishes to receive.

For bit mask values, see the CONFIG_REQUEST_EVENT message ConfigInformation field.

UINT

4

Reserved1

Reserved for future use; set to zero.

UINT

4

Reserved2

Reserved for future use; set to zero.

UINT

4

Reserved3

Reserved for future use; set to zero.

UINT

4

Floating Part

ClientID (required)

The user ID of the CTI client.

STRING

64

ClientPassword (required)

The password of the user identified by ClientID. ClientID and Client Password are optionally used to authenticate the CTI client making the session open request. This field must be present even if authentication is not being used (it may be of length zero).

UNSPEC

64

ClientSignature (optional)

A character string appended to the Call Client History list when this CTI client becomes associated with a call. If not provided, the ClientID is used.

STRING

64

AgentExtension

The agent’s ACD teleset extension. For CLIENT EVENTS service, the CTI Client must provide at least one of AgentExtension, AgentID, or AgentInstrument.

STRING

16

AgentID

The agent’s ACD sign-in ID. For CLIENT EVENTS service, the CTI Client must provide at least one of AgentExtension, AgentID, or AgentInstrument.

STRING

12

AgentInstrument

The agent’s ACD instrument number. For CLIENT EVENTS service, the CTI Client must provide at least one of AgentExtension, AgentID, or AgentInstrument.

STRING

64

ApplicationPathID

The ID of an application path which contains configured MRD Peripheral combinations for this Unified CCE-configured application instance.

INT

4

- Unsolicited Call Event Message Masks

- Agent State Masks

Related References

CONFIG_REQUEST_EVENT

Unsolicited Call Event Message Masks

This table lists the unsolicited call event message masks.

Unsolicited Call Event Message Masks

Mask Name

Description

Value

CALL_DELIVERED_MASK

Set when client wishes to receive CALL_DELIVERED_EVENT messages.

0x00000001

CALL_QUEUED_MASK

Set when client wishes to receive CALL_QUEUED_EVENT messages.

0x00000002

CALL_ESTABLISHED_MASK

Set when client wishes to receive CALL_ESTABLISHED_EVENT messages.

0x00000004

CALL_HELD_MASK

Set when client wishes to receive CALL_HELD_EVENT messages.

0x00000008

CALL_RETRIEVED_MASK

Set when client wishes to receive CALL_RETRIEVED_EVENT messages.

0x00000010

CALL_CLEARED_MASK

Set when client wishes to receive CALL_CLEARED_EVENT messages.

0x00000020

CALL_CONNECTION_CLEARED_MASK

Set when client wishes to receive CALL_CONNECTION_CLEARED_EVENT messages.

0x00000040

CALL_ORIGINATED_MASK

Set when client wishes to receive CALL_ORIGINATED_EVENT messages.

0x00000080

CALL_CONFERENCED_MASK

Set when client wishes to receive CALL_CONFERENCED_EVENT messages.

0x00000100

CALL_TRANSFERRED_MASK

Set when client wishes to receive CALL_TRANSFERRED_EVENT messages.

0x00000200

CALL_DIVERTED_MASK

Set when client wishes to receive CALL_DIVERTED_EVENT messages.

0x00000400

CALL_SERVICE_INITIATED_MASK

Set when client wishes to receive CALL_SERVICE_INITIATED_EVENT messages.

0x00000800

CALL_TRANSLATION_ROUTE_MASK

Set when client wishes to receive CALL_TRANSLATION_ROUTE_EVENT messages.

0x00001000

BEGIN_CALL_MASK

Set when client wishes to receive BEGIN_CALL_EVENT messages.

0x00002000

END_CALL_MASK

Set when client wishes to receive END_CALL_EVENT messages.

0x00004000

CALL_DATA_UPDATE_MASK

Set when client wishes to receive CALL_DATA_UPDATE_EVENT messages.

0x00008000

CALL_FAILED_MASK

Set when client wishes to receive CALL_FAILED_EVENT messages.

0x00010000

CALL_REACHED_NETWORK_MASK

Set when client wishes to receive CALL_REACHED_NETWORK_EVENT messages.

0x00020000

CALL_DEQUEUED_MASK

Set when client wished to receive CALL_DEQUEUED_EVENT messages.

0x00040000

AGENT_PRE_CALL_MASK

Set when client wished to receive AGENT_PRE_CALL_EVENT messages.

0x00080000

AGENT_PRE_CALL_ABORT_MASK

Set when client wished to receive AGENT_PRE_CALL_ABORT_EVENT messages.

0x00100000

RTP_STARTED_MASK

Set when client wished to receive RTP_STARTED_EVENT messages.

0x00200000

RTP_STOPPED_MASK

Set when client wished to receive RTP_STOPPED_MASK_EVENT messages.

0x00400000

AGENT_TEAM_CONFIG_MASK

Set when client wished to receive AGENT_TEAM_CONFIG_MASK_EVENT messages.

0x00800000

AGENT_LEGACY_PRE_CALL_MASK

Set when client wishes to receive AGENT_LEGACY_PRE_CALL_EVENT messages.

0x01000000

CALL_ATTRIBUTE_CHANGE_MASK

CALL_ATTRIBUTE_CHANGE_EVENT messages.

0x02000000

CALL_TERMINATION_MASK

Reserved

0x04000000

CALL_AGENT_GREETING_MASK

Set when client wishes to receive CALL_AGENT_GREETING_EVENT messages.

0x08000000

Agent State Masks

This table lists the agent state masks.

Agent State Masks

Mask Name

Description

Value

AGENT_LOGIN_MASK

Set when client wishes to receive “login” AGENT_STATE_EVENT messages.

0x00000001

AGENT_LOGOUT_MASK

Set when client wishes to receive “logout” AGENT_STATE_EVENT messages.

0x00000002

AGENT_NOT_READY_MASK

Set when client wishes to receive “not ready” AGENT_STATE_EVENT messages.

0x00000004

AGENT_AVAILABLE_MASK

Set when client wishes to receive “available” AGENT_STATE_EVENT messages.

0x00000008

AGENT_TALKING_MASK

Set when client wishes to receive “talking” AGENT_STATE_EVENT messages.

0x00000010

AGENT_WORK_NOT_READY_MASK

Set when client wishes to receive “work not ready” AGENT_STATE_EVENT messages.

0x00000020

AGENT_WORK_READY_MASK

Set when client wishes to receive “work ready” AGENT_STATE_EVENT messages.

0x00000040

AGENT_BUSY_OTHER_MASK

Set when client wishes to receive “busy other” AGENT_STATE_EVENT messages.

0x00000080

AGENT_RESERVED_MASK

Set when client wishes to receive “reserved” AGENT_STATE_EVENT messages.

0x00000100

AGENT_HOLD_MASK

Set when client wishes to receive “hold” AGENT_STATE_EVENT messages.

0x00000200

OPEN_CONF Message

This table defines the OPEN_CONF message.

OPEN_CONF Message Format

Field Name

Value

Data Type

Byte Size

Fixed Part

MessageHeader

Standard message header. MessageType = 4.

MHDR

8

InvokeID

Set to the value of the InvokeID from the corresponding OPEN_REQ message.

UINT

4

ServicesGranted

A bitwise combination of the CTI Services listed in that the CTI client has been granted. Services granted may be less than those requested.

UINT

4

MonitorID

The identifier of the event monitor created by the OPEN_REQ, or zero if no monitor was created.

UINT

4

PGStatus

The current operational status of the Peripheral Gateway. Any nonzero 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

PeripheralOnline

The current Unified CCE on-line status of the agent’s peripheral, when Client Events service has been granted. Otherwise, set this value to TRUE only when all peripherals monitored by the PG are on-line.

BOOL

2

PeripheralType

The value is set as the first condition that applies:

1. Type of the peripheral that matches with the PeripheralID (if client sends the PeripheralID in the OPEN_REQ) in the OPEN_REQ.

2. For the ClientEvents service clients, the type of the peripheral to which the agent belongs. (CTI_SERVICE_CLIENT_EVENTS gets the agent information from the OPEN_REQ.)

3. If none of the above is present, the type of the agent peripheral that is configured in the PG for that CTI Server.

Note:
Unified CCE does not support multiple agent peripherals on one PG. For such an unsupported configuration, the PeripheralType that is chosen might be incorrect.

USHORT

2

AgentState

The current state of the associated agent phone (Client Events Service only).

USHORT

2

DepartmentID

Department ID of the Agent

INT

4

Floating Part

AgentExtension (Client Events Service Only)

The agent’s ACD device extension, when Client Events service has been granted and the agent is currently signed in on the ACD.

STRING

16

AgentID (Client Events Service Only)

The agent’s ACD sign-in ID, when Client Events service has been granted and the agent is currently signed in on the ACD.

STRING

12

AgentInstrument (Client Events Service Only)

The agent’s ACD instrument number, when Client Events service has been granted and the agent is currently signed in on the ACD.

STRING

64

NumPeripherals

The number of PeripheralID/info (FltPeripheralID/MultilineAgentControl) pairs specified in the floating part of the message. This field is 0 for non-CCE peripherals, or if PeripheralID is specified in the OPEN_REQ message.

USHORT

2

FltPeripheralID

The peripheralID for the next field (MultilineAgentControl).

UINT

4

MultilineAgentControl

Specifies if multiline agent control is available on the peripheral named in the preceding FltPeripheralID field. 0 = single line only, 1 = multiline enabled.

USHORT

2

If the CTI Server determines that a new session should not be opened, it responds to the OPEN_REQ message with a FAILURE_CONF message. If necessary floating data has not been provided, a FAILURE_CONF message is returned with the status code set to E_CTI_REQUIRED_DATA_MISSING.

A CTI client might try to open a session for Client Events service and the provide device information items that are inconsistent with each other. Then, a FAILURE_CONF message is returned with the status code set to E_CTI_INCONSISTENT_AGENT_DATA. If the ACD device is already associated with a different CTI client, the CTI Server refuses to open the new session and returns a FAILURE_CONF message. The status code in the message is set to E_CTI_DEVICE_IN_USE. If the ACD device is already associated with the same CTI client, the existing session is terminated and the CTI Server opens the new session.

During an OPEN_REQ of an ALL_EVENTS client session, the CTI Server responds with an OPEN_CONF message to confirm the successful establishment of a session. In addition to the OPEN_CONF, SYSTEM_EVENT messages are sent to the ALL_EVENTS client, per peripheral, to indicate the status of each peripheral associated with the PG.

If the CTI Server rejects an OPEN_REQ message, reset the TCP connection. The status code received in the rejection indicates the message data to correct before retrying to establish a session.

Normally, you receive a response to the OPEN_REQ message within 5 seconds. Some failure scenarios cause all connected CTI clients to lose their connection to the CTI Server. This causes them to then reconnect and reopen their sessions. In the worst case situations, there could be hundreds or even thousands of simultaneous OPEN_REQ messages sent to the CTI Server, causing significant response delays. For this reason, allow at least 30 seconds before considering a lack of response to the OPEN_REQ message as a failure to open the session. In larger configurations of more than 500 clients, allow 60 seconds or more. Then reset the TCP connection, reconnect, and retry the OPEN_REQ after a short delay.

Related Information

Constants and Status Codes

Session Maintenance

Compared to some other protocols, TCP/IP is relatively slow at detecting and recovering from communication path failures. If an IP packet is dropped within the network, retransmission does not occur until the sender notices a time-out. This time-out period is long enough to allow for worst-case round-trip delays and network congestion. If you need more rapid error detection, you may send an optional HEARTBEAT_REQ message to the CTI Server whenever no heartbeat interval messages have been sent. Upon receipt of a HEARTBEAT_REQ message, the CTI Server immediately responds with a HEARTBEAT_CONF message. If three heartbeats go unconfirmed, the CTI client declares a session failure and resets the TCP connection.

You determine the appropriate heartbeat interval for a production environment—It depends on the application and the environment. Find a reasonable balance between the speed of failure detection and the network bandwidth consumed by heartbeat messages and confirmations. In cases with few CTI clients, such as a CTI Bridge, the minimum heartbeat interval of 5 seconds should suffice. Workstation (desktop) clients usually need a larger heartbeat interval (at least 90 seconds), since there are typically hundreds or thousands of clients. A Heartbeat Interval of –1 disables heartbeats. The default setting for application developers is –1. However, if the TCP/IP time-out period is adequate or if the application can do nothing during a failure, you can choose to disable heartbeats in a production environment.

This figure depicts the heartbeat message flow.

Heartbeat Message Flow

This table defines the HEARTBEAT_REQ message:

HEARTBEAT_REQ Message Format

Field Name

Value

Data Type

Byte Size

MessageHeader

Standard message header. MessageType = 5.

MHDR

8

InvokeID

An ID for this request message, to be returned in the corresponding confirm message.

UINT

4

This table defines the HEARTBEAT_CONF message:

HEARTBEAT_CONF Message Format

Field Name

Value

Data Type

Byte Size

MessageHeader

Standard message header. MessageType = 6.

MHDR

8

InvokeID

Set to the value of the InvokeID from the corresponding HEARTBEAT_REQ message.

UINT

4

The CTI Server does not begin HEARTBEAT_REQ messages. The CTI Server detects failures using the IdleTimeout value from the OPEN_REQ message. If you are using heartbeat messages, the CTI client should set the IdleTimeout value to four times the heartbeat interval. If the CTI Server receives no messages (including HEARTBEAT_REQ messages) for this period, the CTI Server declares a session failure and resets the TCP connection.

The CTI Server may respond to a HEARTBEAT_REQ message with a FAILURE_CONF. This indicates to the CTI client that the CTI Server is off-line, and the CTI client resets the TCP connection.

Session Termination

The CTI client may begin the graceful termination of a communication session by sending a CLOSE_REQ message. The CTI Server responds with a CLOSE_CONF message. Upon receipt of the CLOSE_CONF message, the CTI client can reset the TCP connection. The CTI client should wait up to 5 seconds for the CLOSE_CONF message before resetting the connection.

The CTI Server may indicate that it no longer wishes to communicate with the client through an unsolicited FAILURE_EVENT message. The Status field in the message is set to E_CTI_CTI_SERVER_OFFLINE. Upon receipt of this message, the CTI client closes the session.

The CLOSE_REQ message includes a status code that indicates the reason for closing the session. You can set the status code to one of the following:

- E_CTI_NO_ERROR—If the CTI client began the request to end the session.

- E_CTI_CTI_SERVER_OFFLINE—If the CTI Server is no longer online.

- E_CTI_TIMEOUT—If the CTI Server does not respond to a request message within the time-out period.

The following figure describes the Session Termination Message Flow:

Session Termination Message Flow

This table defines the CLOSE_REQ message:

CLOSE_REQ Message Format

Field Name

Value

Data Type

Byte Size

MessageHeader

Standard message header. MessageType = 7.

MHDR

8

InvokeID

An ID for this request message, returned in the corresponding confirm message.

UINT

4

Status

A status code indicating the reason for closing the session.

UINT

4

This table defines the CLOSE_CONF message:

CLOSE_CONF Message Format

Field Name

Value

Data Type

Byte Size

MessageHeader

Standard message header. MessageType = 8.

MHDR

8

InvokeID

Set to the value of the InvokeID from the corresponding CLOSE_REQ message.

UINT

4

Related References

Failure Indication Messages

Chapter 5. Application Level Interfaces

- CTI Server Application Level Interfaces

- Client Events Service

- All Events Service

- Peripheral Monitor Service

- Client Monitor Service

- Supervisor Service

- Call Data Update Service

- Miscellaneous Service

- Connection Monitor Service

- Client Control Service

- Server Service

- Configuration Acquisition Messages

CTI Server Application Level Interfaces

Cisco has defined the following application level interfaces between the CTI Server and a CTI client.

Client Events

This service provides real-time call and agent state change, and status information related to a specific ACD agent position, to a CTI client.

All Events

This service provides real-time call and agent state change, and status information for all ACD calls and agent positions, to a CTI client.

Peripheral Monitor

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.

Client Monitor

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.

Supervisor

This service lets a CTI client perform agent supervisory functions.

Call Data Update

This service lets a CTI client modify certain variable parts of the call state while a call is active.

Miscellaneous

This service informs CTI clients of significant Peripheral Gateway events.

Connection Monitor

This service monitors the CTI client connection and generates alarm events whenever the CTI client connection is established or terminated.

Client Control

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.

Server Service

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.

Related Information

Session Management

Client Events Service

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 Click Here .

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.

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.

- BEGIN_CALL_EVENT

- END_CALL_EVENT

- CALL_AGENT_GREETING_EVENT

- CALL_DATA_UPDATE_EVENT

- CALL_DELIVERED_EVENT

- CALL_ESTABLISHED_EVENT

- CALL_HELD_EVENT

- CALL_RETRIEVED_EVENT

- CALL_CLEARED_EVENT

- CALL_CONNECTION_CLEARED_EVENT

- CALL_ORIGINATED_EVENT

- CALL_FAILED_EVENT

- CALL_CONFERENCED_EVENT

- CALL_TRANSFERRED_EVENT

- CALL_DIVERTED_EVENT

- CALL_SERVICE_INITIATED_EVENT

- AGENT_STATE_EVENT

- CALL_REACHED_NETWORK_EVENT

- CALL_QUEUED_EVENT

- CALL_DEQUEUED_EVENT

- CALL_ATTRIBUTE_CHANGE_EVENT

- AGENT_PRE_CALL_EVENT

- AGENT_PRE_CALL_ABORT_EVENT

- RTP_STARTED_EVENT

- RTP_STOPPED_EVENT

BEGIN_CALL_EVENT

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.

BEGIN_CALL_EVENT Message Format

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

Related References

CallType Values

ConnectionDeviceIDType Values

NAMEDVAR Data Type

NAMEDARRAY Data Type

PeripheralType Values

END_CALL_EVENT

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:

END_CALL_EVENT Message Format

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

Related References

ConnectionDeviceIDType Values

PeripheralType Values

CALL_AGENT_GREETING_EVENT

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.

CALL_AGENT_GREETING_EVENT Message Format

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

CALL_DATA_UPDATE_EVENT

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.

CALL_DATA_UPDATE_EVENT Message Format

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

Related References

CallType Values

ConnectionDeviceIDType Values

NAMEDVAR Data Type

NAMEDARRAY Data Type

PeripheralType Values

CALL_DELIVERED_EVENT

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.

CALL_DELIVERED_EVENT Message Format

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:

- Use a valid SkillGroupNumber if one is supplied

- If SkillGroupNumber is omitted or set to –1, use the ACD defaults

- Any other value for SkillGroupNumber results in a failure; in this case, use the last valid SkillGroupNumber for the agent

Related References

ConnectionDeviceIDType Values

DeviceIDType Values

EventCause Values

LineType Values

LocalConnectionState Values

NAMEDVAR Data Type

NAMEDARRAY Data Type

PeripheralType Values

Special Values

CALL_DELIVERED_EVENT

CALL_ESTABLISHED_EVENT

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:

CALL_ESTABLISHED_EVENT Message Format

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

Related References

CALL_DELIVERED_EVENT

ConnectionDeviceIDType Values

DeviceIDType Values

EventCause Values

LineType Values

LocalConnectionState Values

PeripheralType Values

Special Values

CALL_HELD_EVENT

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.

CALL_HELD_EVENT Message Format

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

Related References

ConnectionDeviceIDType Values

DeviceIDType Values

EventCause Values

LocalConnectionState Values

PeripheralType Values

CALL_RETRIEVED_EVENT

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.

CALL_RETRIEVED_EVENT Message Format

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

Related References

ConnectionDeviceIDType Values

DeviceIDType Values

EventCause Values

LocalConnectionState Values

PeripheralType Values

CALL_CLEARED_EVENT

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.

CALL_CLEARED_EVENT Message Format

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

Related References

ConnectionDeviceIDType Values

EventCause Values

LocalConnectionState Values

PeripheralType Values

CALL_CONNECTION_CLEARED_EVENT

The CTI Server may send a CALL_CONNECTION_CLEARED_ EVENT message to the CTI client when a party drops from a conference call.

CALL_CONNECTION_CLEARED_EVENT Message Format

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.

Note:
For Contact Center Enterprise, this field does not reliably indicate which party hung up first.

STRING

64

Related References

ConnectionDeviceIDType Values

DeviceIDType Values

EventCause Values

LocalConnectionState Values

PeripheralType Values

CALL_ORIGINATED_EVENT

The CTI Server may send a CALL_ORIGINATED_EVENT message to the CTI client when the peripheral initiates an outbound call.

CALL_ORIGINATED_EVENT Message Format

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

Related References

CALL_DELIVERED_EVENT

ConnectionDeviceIDType Values

DeviceIDType Values

EventCause Values

LineType Values

LocalConnectionState Values

PeripheralType Values

Special Values

CALL_FAILED_EVENT

The CTI Server may send a CALL_FAILED_EVENT message to the CTI client when a call cannot be completed.

CALL_FAILED_EVENT Message Format

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

Related References

ConnectionDeviceIDType Values

DeviceIDType Values

EventCause Values

LocalConnectionState Values

PeripheralType Values

CALL_CONFERENCED_EVENT

The CTI Server may send a CALL_CONFERENCED_EVENT message to the CTI client when calls are joined into a conference call.

CALL_CONFERENCED_EVENT Message Format

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

Related References

CALL_DELIVERED_EVENT

DeviceIDType Values

EventCause Values

LineType Values

LocalConnectionState Values

PeripheralType Values

Special Values

CALL_TRANSFERRED_EVENT

The CTI Server may send a CALL_TRANSFERRED_EVENT message to the CTI client when a call is transferred to another destination.

CALL_TRANSFERRED_EVENT Message Format

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

Related References

CALL_DELIVERED_EVENT

DeviceIDType Values

EventCause Values

LineType Values

LocalConnectionState Values

PeripheralType Values

Special Values

CALL_DIVERTED_EVENT

The CTI Server may send a CALL_DIVERTED_EVENT message to the CTI client when a call is removed from a previous delivery target.

CALL_DIVERTED_EVENT Message Format

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

Related References

ConnectionDeviceIDType Values

DeviceIDType Values

EventCause Values

LocalConnectionState Values

PeripheralType Values

Special Values

CALL_SERVICE_INITIATED_EVENT

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.

CALL_SERVICE_INITIATED_EVENT Message Format

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

Related References

CALL_DELIVERED_EVENT

ConnectionDeviceIDType Values

DeviceIDType Values

EventCause Values

LineType Values

LocalConnectionState Values

PeripheralType Values

Special Values

AGENT_STATE_EVENT

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.

AGENT_STATE_EVENT Message Format

Fixed Part

Field Name

Value

Data Type

Byte Size

MessageHeader

Standard message header. MessageType = 30.

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

SessionID

The CTI client SessionID of the Client_Events session associated with this agent, or zero if no such CTI session is currently open.

UINT

4

PeripheralType

The type of the peripheral.

USHORT

2

SkillGroupState

An AgentState value representing the current state of the associated agent with respect to the indicated Agent Skill Group.

USHORT

2

StateDuration

The number of seconds since the agent entered this state (typically 0).

UINT

4

SkillGroupNumber

The number of the agent SkillGroup affected by the state change, as known to the peripheral. May contain the special value NULL_SKILL_ GROUP if 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.

USINT

4

SkillGroupID

The SkillGroupID of the agent SkillGroup affected by the state change. 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

AgentState

An AgentState value representing the current overall state of the associated agent.

USHORT

2

EventReasonCode

A peripheral-specific code indicating the reason for the state change.
Note:
EventReasonCode is supported only for the Not Ready and Logged Off agent states.

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 Unified CCE Skill Target ID, a unique agent identifier for Unified CCE.

INT

4

AgentAvailability Status

An agent is Available, or eligible to be assigned a task in this Media Routing Domain if the agent meets all of these conditions:

- The agent is not in Not Ready state for the Media Routing Domain.

- The agent is not working 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.

The values are:

- NOT AVAILABLE = 0

- ICM AVAILABLE = 1

- APPLICATION AVAILABLE = 2

UINT

4

NumFltSkillGroups

If information for more than one skill group is passed this should be non-zero and indicate the number of floating FltSkillGroupNumber, FltSkillGroupID, FltSkillGroupPriority, and FltSkillGroupState floating fields present in the floating part of the message (up to 99). If 0, a single set of those entities is specified in the fixed part of the message.

USHORT

2

DepartmentID

Department ID of the Agent

INT

4

Floating Part

Field Name

Value

Data Type

Max. Size

CTIClientSignature (optional)

The Client Signature of the CTI client associated with this agent.

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

Duration (optional)

If present specifies in seconds the anticipated time in the state specified. This useful for work states to estimate the time before going ready or not ready.

UINT

4

NextAgentState

The next agent state (if known).

USHORT

2

Direction

The direction of the call the agent is currently working on:

- 0 = None

- 1 = In

- 2 =Out

- 3 = Other In

- 4 = Other Out

- 5 = OutboundReserve

- 6 = OutboundPreview

- 7 = OutboundPredictiv

UINT

4

FltSkillGroupNumber

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 SkillGroupNumber field in the message (see NumSkillGroups).

INT

4

FltSkillGroupID

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 NumSkillGroups). This field always immediately follows the corresponding SkillGroupNumber field.

UINT

4

FltSkillGroup 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 SkillGroupPriority field in the message (see NumSkillGroups). This field always immediately follows the corresponding SkillGroupID field.

USHORT

2

FltSkillGroupState

An AgentState value 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

Related References

AgentState Values

CALL_DELIVERED_EVENT

PeripheralType Values

Special Values

CALL_REACHED_NETWORK_EVENT

The CTI Server may send a CALL_REACHED_NETWORK_EVENT message to the CTI client when an outbound call is connected to another network.

CALL_REACHED_NETWORK_EVENT Message Format

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

Related References

ConnectionDeviceIDType Values

DeviceIDType Values

EventCause Values

LocalConnectionState Values

PeripheralType Values

CALL_QUEUED_EVENT

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.

CALL_QUEUED_EVENT Message Format

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

Related References

CALL_DELIVERED_EVENT

ConnectionDeviceIDType Values

DeviceIDType Values

EventCause Values

LocalConnectionState Values

PeripheralType Values

Special Values

CALL_DEQUEUED_EVENT

The CTI Server may send a CALL_DEQUEUED_EVENT message to the CTI client when a call is removed from a queue.

CALL_DEQUEUED_EVENT Message Format

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

Related References

CALL_DELIVERED_EVENT

ConnectionDeviceIDType Values

DeviceIDType Values

EventCause Values

LocalConnectionState Values

PeripheralType Values

Special Values

CALL_ATTRIBUTE_CHANGE_EVENT

Changes to certain key attributes of the call will generate a CALL_ATTRIBUTE_CHANGE_EVENT to the client.

CALL_ATTRIBUTE_CHANGE_EVENT Message Format

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

AGENT_PRE_CALL_EVENT

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.

AGENT_PRE_CALL_EVENT Message Format

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

Related References

CALL_DELIVERED_EVENT

NAMEDVAR Data Type

NAMEDARRAY Data Type

Special Values

AGENT_PRE_CALL_ABORT_EVENT

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.

AGENT_PRE_CALL_ABORT_EVENT Message Format

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

RTP_STARTED_EVENT

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.

RTP_STARTED_EVENT Message Format

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

RTP_STOPPED_EVENT

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.

RTP_STOPPED_EVENT Message Format

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

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.

All Events Service Messages

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.

- CALL_DELIVERED_EVENT

- CALL_TRANSLATION_ROUTE_EVENT

CALL_DELIVERED_EVENT

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.

CALL_TRANSLATION_ROUTE_EVENT

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.

CALL_TRANSLATION_ROUTE_EVENT Message Format

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

Related References

NAMEDVAR Data Type

NAMEDARRAY Data Type

Peripheral Monitor Service

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.

Peripheral Monitor Service Messages

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.

- MONITOR_START_REQ

- MONITOR_STOP_REQ

- CHANGE_MONITOR_MASK_REQ

Related References

CALL_TRANSLATION_ROUTE_EVENT

MONITOR_START_REQ

Use this message to create a new monitor for the given call or device.

This figure depicts the Monitor Start message flow.

Monitor Start Message Flow

This table defines the MONITOR_START_REQ Message Format.

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.

MONITOR_START_CONF Message Format

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

Related References

AgentState Values

ConnectionDeviceIDType Values

DeviceIDType Values

MONITOR_STOP_REQ

Use this message to terminate a call or device monitor. This figure depicts the Monitor Stop message flow.

Monitor Stop Message Flow

The following tables define the MONITOR_STOP_REQ and MONITOR_STOP_CONF messages.

MONITOR_STOP_REQ Message Format

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.

MONITOR_STOP_CONF Message Format

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

CHANGE_MONITOR_MASK_REQ

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.

Change Monitor Mask Message Flow

CHANGE_MONITOR_MASK_REQ Message Format

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.

CHANGE_MONITOR_MASK_CONF Message Format

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

Related References

AgentState Values

Client Monitor Service

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.

Client Monitor Service Messages

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.

- CLIENT_SESSION_OPENED_EVENT

- CLIENT_SESSION_CLOSED_EVENT

- SESSION_MONITOR_START_REQ

- SESSION_MONITOR_STOP_REQ

CLIENT_SESSION_OPENED_EVENT

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.

CLIENT_SESSION_OPENED_EVENT Message Format

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

Related References

AgentState Values

CTI Service Masks

CLIENT_SESSION_CLOSED_EVENT

This message indicates that a CTI client session has been terminated.

CLIENT_SESSION_CLOSED_EVENT Message Format

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

SESSION_MONITOR_START_REQ

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.

Session Monitor Start message flow

SESSION_MONITOR_START_REQ Message Format

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.

SESSION_MONITOR_START_CONF Message Format

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

SESSION_MONITOR_STOP_REQ

Use this message to terminate monitoring of a CTI client session. This figure depicts the Session Monitor stop message flow.

Session Monitor Stop Message Flow

SESSION_MONITOR_STOP_REQ Message Format

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.

SESSION_MONITOR_STOP_CONF Message Format

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

Supervisor Service

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.

Supervisor Service Messages

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.

- SUPERVISE_CALL_REQ

- EMERGENCY_CALL_REQ

- EMERGENCY_CALL_EVENT

- AGENT_TEAM_CONFIG_EVENT

- LIST_AGENT_TEAM_REQ

- MONITOR_AGENT_TEAM_START_REQ

- MONITOR_AGENT_TEAM_STOP_REQ

SUPERVISE_CALL_REQ

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:

SUPERVISE_CALL_REQ Message Format

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 Values

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

SUPERVISE_CALL_CONF Message Format

The CTI Server responds to the CTI Client with the SUPERVISE_CALL_CONF message.

SUPERVISE_CALL_CONF Message Format

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

Related References

ConnectionDeviceIDType Values

EMERGENCY_CALL_REQ

The EMERGENCY_CALL_REQ message indicates that a CTI Client is handling the indicated call as an emergency call:

EMERGENCY_CALL_REQ Message Format

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

EMERGENCY_CALL_CONF Message Format

The CTI Server responds to the CTI Client with the EMERGENCY_CALL_CONF message:

EMERGENCY_CALL_CONF Message Format

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

Related References

ConnectionDeviceIDType Values

LineType Values

EMERGENCY_CALL_EVENT

The EMERGENCY_CALL_EVENT message, defined below, notifies bridge clients that an agent is handling the indicated call as an emergency call:

EMERGENCY_CALL_EVENT Message Format

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

Related References

ConnectionDeviceIDType Values

AGENT_TEAM_CONFIG_EVENT

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.

AGENT_TEAM_CONFIG_EVENT Message Format

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

LIST_AGENT_TEAM_REQ

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.

LIST_AGENT_TEAM_REQ Message Format

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.

LIST_AGENT_TEAM_CONF Message Format

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

MONITOR_AGENT_TEAM_START_REQ

The MONITOR_AGENT_TEAM_START_REQ allows a CTI Supervisor Client to start monitoring agent team.

MONITOR_AGENT_TEAM _START_REQ Message Format

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.

MONITOR_AGENT_TEAM _START_CONF Message Format

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

MONITOR_AGENT_TEAM_STOP_REQ

The MONITOR_AGENT_TEAM_STOP_REQ message allows a CTI Supervisor Client to stop monitoring agent teams.

MONITOR_AGENT_TEAM_STOP_REQ Message Format

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.

MONITOR_AGENT_TEAM _STOP_CONF Message Format

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

Call Data Update Service

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.

Call Data Update Service Messages

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.

- SET_CALL_DATA_REQ

- RELEASE_CALL_REQ

- SET_DEVICE_ATTRIBUTES_REQ

SET_CALL_DATA_REQ

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

SET_CALL_DATA_REQ Message Format

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.

SET_CALL_DATA_CONF Message Format

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

Related References

CallType Values

ConnectionDeviceIDType Values

NAMEDVAR Data Type

NAMEDARRAY Data Type

RELEASE_CALL_REQ

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).

Release Call Message Flow

RELEASE_CALL_REQ Message Format

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.

RELEASE_CALL_CONF Message Format

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

Related References

ConnectionDeviceIDType Values

SET_DEVICE_ATTRIBUTES_REQ

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.

SET_DEVICE_ATTRIBUTES_REQ Message Format

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.

SET_DEVICE_ATTRIBUTES_CONF Message Format

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

Related References

CALL_DELIVERED_EVENT

CallType Values

ConnectionDeviceIDType Values

Special Values

Miscellaneous Service

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.

Miscellaneous Service 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

- CLIENT_EVENT_REPORT_REQ

- USER_MESSAGE_REQ

- USER_MESSAGE_EVENT

- QUERY_AGENT_STATISTICS_REQ

- QUERY_SKILL_GROUP_STATISTICS_REQ

- REGISTER_VARIABLES_REQ

- SET_APP_DATA_REQ

- START_RECORDING_REQ

- STOP_RECORDING_REQ

- AGENT_DESK_SETTINGS_REQ

SYSTEM_EVENT

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.

SYSTEM_EVENT Message Format

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

Related References

DeviceIDType Values

PGStatusCode Values

SystemEventID Values

CLIENT_EVENT_REPORT_REQ

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”.

CLIENT_EVENT_REPORT_REQ Message Format

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:

CLIENT_EVENT_REPORT_CONF Message Format

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

USER_MESSAGE_REQ

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.

USER_MESSAGE_REQ Message Format

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

Message Distribution Values

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:

USER_MESSAGE_CONF Message Format

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

USER_MESSAGE_EVENT

The USER_MESSAGE_EVENT message delivers a message that was sent from another CTI Server client:

USER_MESSAGE_EVENT Message Format

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

Related References

USER_MESSAGE_REQ

QUERY_AGENT_STATISTICS_REQ

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.

QUERY_AGENT_STATISTICS_REQ Message Format

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):

QUERY_AGENT_STATISTICS_CONF Message Format

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

QUERY_SKILL_GROUP_STATISTICS_REQ

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.

QUERY_SKILL_GROUP_STATISTICS_REQ Message Format

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):

QUERY_SKILL_GROUP_STATISTICS_CONF Message Format

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

Related References

CALL_DELIVERED_EVENT

Special Values

REGISTER_VARIABLES_REQ

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.

REGISTER_VARIABLES_REQ Message Format

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.

Call Variable Masks

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:

REGISTER_VARIABLES_CONF Message Format

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

Related References

NAMEDVAR Data Type

NAMEDARRAY Data Type

SET_APP_DATA_REQ

This message is sent by a CTI Client to set one or more application variables. Variables not provided in the message are not affected.

SET_APP_DATA_REQ Message Format

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:

SET_APP_DATA_CONF Message Format

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

START_RECORDING_REQ

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.

START_RECORDING_REQ Message Format

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:

START_RECORDING _CONF Message Format

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

Related References

ConnectionDeviceIDType Values

STOP_RECORDING_REQ

This table defines the format of the STOP_RECORDING_REQ message:

STOP_RECORDING_REQ Message Format

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:

STOP_RECORDING_CONF Message Format

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

Related References

ConnectionDeviceIDType Values

AGENT_DESK_SETTINGS_REQ

This table defines the format of the AGENT_DESK_SETTINGS_REQ message:

AGENT_DESK_SETTINGS_REQ Message Format

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

AGENT_DESK_SETTINGS_CONF Message Format

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

Boolean Desk Settings Masks

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

Connection Monitor Service

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.

Client Control Service

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.

CONTROL_FAILURE_CONF Message Format

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:

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

- QUERY_AGENT_STATE_REQ

- SET_AGENT_STATE_REQ

- ALTERNATE_CALL_REQ

- ANSWER_CALL_REQ

- CLEAR_CALL_REQ

- CLEAR_CONNECTION_REQ

- CONFERENCE_CALL_REQ

- CONSULTATION_CALL_REQ

- DEFLECT_CALL_REQ

- HOLD_CALL_REQ

- MAKE_CALL_REQ

- MAKE_PREDICTIVE_CALL_REQ

- RECONNECT_CALL_REQ

- RETRIEVE_CALL_REQ

- TRANSFER_CALL_REQ

- QUERY_DEVICE_INFO_REQ

- SNAPSHOT_CALL_REQ

- SNAPSHOT_DEVICE_REQ

- SEND_DTMF_SIGNAL_REQ

- SUPERVISOR_ASSIST_REQ

- EMERGENCY_CALL_REQ

- BAD_CALL_REQ

- AGENT_GREETING_CONTROL_REQ

Related References

Failure Indication Message Status Codes

QUERY_AGENT_STATE_REQ

Send this message to retrieve the current state of an agent at a specified device.

QUERY_AGENT_STATE_REQ Message Format

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:

QUERY_AGENT_STATE_CONF Message Format

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

Related References

Agent Internal States Message Values

AgentState Values

Special Values

SET_AGENT_STATE_REQ

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.

SET_AGENT_STATE_REQ Message Format

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:

- 0 = SSO disabled

- 1 = SSO enabled

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:

SET_AGENT_STATE_CONF Message Format

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

Related References

AgentState Values

AgentWorkMode Values

CALL_DELIVERED_EVENT

ALTERNATE_CALL_REQ

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.

ALTERNATE_CALL_REQ Message Format

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:

ALTERNATE_CALL_CONF Message Format

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

Related References

ConnectionDeviceIDType Values

ANSWER_CALL_REQ

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:

ANSWER_CALL_REQ Message Format

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:

ANSWER_CALL_CONF Message Format

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

Related References

ConnectionDeviceIDType Values

CLEAR_CALL_REQ

Use this message on hanging up a call, to release all devices from the specified call.

CLEAR_CALL_REQ Message Format

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:

CLEAR_CALL_CONF Message Format

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

Related References

ConnectionDeviceIDType Values

CLEAR_CONNECTION_REQ

Use this message on hanging up a specific phone, to release the device connection from the designated call.

CLEAR_CONNECTION_REQ Message Format

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:

CLEAR_CONNECTION_CONF Message Format

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

Related References

ConnectionDeviceIDType Values

DeviceIDType Values

CONFERENCE_CALL_REQ

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.

CONFERENCE_CALL_REQ Message Format

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:

CONFERENCE_CALL_CONF Message Format

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

Related References

AnsweringMachine Values

CallMannerType Values

CallOption Values

CallPlacementType Values

ConnectionDeviceIDType Values

FacilityType Values

LineType Values

NAMEDVAR Data Type

NAMEDARRAY Data Type

CONSULTATION_CALL_REQ

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.

CONSULTATION_CALL_REQ Message Format

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:

CONSULTATION_CALL_CONF Message Format

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

Related References

AnsweringMachine Values

CallMannerType Values

CallOption Values

CallPlacementType Values

ConnectionDeviceIDType Values

ConsultType Values

FacilityType Values

LineType Values

NAMEDVAR Data Type

NAMEDARRAY Data Type

DEFLECT_CALL_REQ

Use this message during a call forward operation, to take an alerting call from a known device and move it to another device.

DEFLECT_CALL_REQ Message Format

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:

DEFLECT_CALL_CONF Message Format

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

Related References

ConnectionDeviceIDType Values

DeviceIDType Values

HOLD_CALL_REQ

Use this message to place an existing call connection into the held state.

HOLD_CALL_REQ Message Format

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.

HOLD_CALL_CONF Message Format

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

Related References

ConnectionDeviceIDType Values

MAKE_CALL_REQ

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).

MAKE_CALL_REQ Message Format

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.

MAKE_CALL_CONF Message Format

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

Related References

AnsweringMachine Values

CallMannerType Values

CallOption Values

CallPlacementType Values

ConnectionDeviceIDType Values

FacilityType Values

LineType Values

NAMEDVAR Data Type

NAMEDARRAY Data Type

MAKE_PREDICTIVE_CALL_REQ

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).

MAKE_PREDICTIVE_CALL_REQ Message Format

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.

MAKE_PREDICTIVE_CALL_CONF Message Format

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

Related References

AllocationState Values

AnswerDetectMode Values

RECONNECT_CALL_REQ

Use this message to request the combined action of clearing an active call and then retrieving an existing held call.

RECONNECT_CALL_REQ Message Format

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:

RECONNECT_CALL_CONF Message Format

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

Related References

ConnectionDeviceIDType Values

RETRIEVE_CALL_REQ

Use this message to retrieve an existing held connection.

RETRIEVE_CALL_REQ Message Format

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.

RETRIEVE_CALL_CONF Message Format

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

Related References

ConnectionDeviceIDType Values

TRANSFER_CALL_REQ

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).

TRANSFER_CALL_REQ Message Format

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.

TRANSFER_CALL_CONF Message Format

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

Related References

AnsweringMachine Values

CallMannerType Values

CallOption Values

CallPlacementType Values

ConnectionDeviceIDType Values

FacilityType Values

LineType Values

NAMEDVAR Data Type

NAMEDARRAY Data Type

QUERY_DEVICE_INFO_REQ

Use this message to retrieve general information about a specified device.

QUERY_DEVICE_INFO_REQ Message Format

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

QUERY_DEVICE_INFO_CONF Message Format

The CTI Server sends the QUERY_DEVICE_INFO_CONF message as the query response.

QUERY_DEVICE_INFO_CONF Message Format

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

Transfer Conference Setup Masks

Transfer Conference Setup Masks

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

Call Control Masks

This table lists the Call Control Masks.

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

Other Feature Masks

This table lists the Other Feature Masks.

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

Related References

AgentState Values

ClassOfDevice Values

LineType Values

PeripheralType Values

TypeOfDevice Values

SNAPSHOT_CALL_REQ

Use this message to retrieve information about a specified call, including a list of the associated devices and the connection state for each device.

SNAPSHOT_CALL_REQ Message Format

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.

SNAPSHOT_CALL_CONF Message Format

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

Related References

CallType Values

ConnectionDeviceIDType Values

DeviceIDType Values

LocalConnectionState Values

NAMEDVAR Data Type

NAMEDARRAY Data Type

Special Values

SNAPSHOT_DEVICE_REQ

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.

SNAPSHOT_DEVICE_REQ Message Format

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.

SNAPSHOT_DEVICE_CONF Message Format

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

Related References

ConnectionDeviceIDType Values

DeviceIDType Values

LocalConnectionState Values

Special Values

SEND_DTMF_SIGNAL_REQ

Use this message to request that the ACD transmits a sequence of DTMF tones on behalf of a call party.

SEND_DTMF_SIGNAL_REQ Message Format

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.

SEND_DTMF_SIGNAL_CONF Message Format

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

Related References

ConnectionDeviceIDType Values

SUPERVISOR_ASSIST_REQ

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.

SUPERVISOR_ASSIST_REQ Message Format

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.

SUPERVISOR_ASSIST_CONF Message Format

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

Related References

ConnectionDeviceIDType Values

LineType Values

EMERGENCY_CALL_REQ

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.

EMERGENCY_CALL_REQ Message Format

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

EMERGENCY_CALL_CONF Message Format

The CTI Server responds to the CTI Client with the EMERGENCY_CALL_CONF message.

EMERGENCY_CALL_CONF Message Format

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

EMERGENCY_CALL_EVENT Message Format

The EMERGENCY_CALL_EVENT message notifies bridge clients that an agent is handling the indicated call as an emergency call.

EMERGENCY_CALL_EVENT Message Format

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

Related References

ConnectionDeviceIDType Values

LineType Values

BAD_CALL_REQ

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.

BAD_CALL_REQ Message Format

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.

BAD_CALL_CONF Message Format

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

Related References

ConnectionDeviceIDType Values

AGENT_GREETING_CONTROL_REQ

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.

AGENT_GREETING_CONTROL_REQ Message Format

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.

AGENT_GREETING_CONTROL_CONF Message Format

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

Server Service

Server Service

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.

- REGISTER_SERVICE_REQ

- UNREGISTER_SERVICE_REQ

REGISTER_SERVICE_REQ

Initially, the only service that server applications may provide is call recording by registering the “Cisco:CallRecording” service using a REGISTER_SERVICE_REQ message.

REGISTER_SERVICE_REQ Message Format

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.

REGISTER_SERVICE_CONF Message Format

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

UNREGISTER_SERVICE_REQ

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.

UNREGISTER_SERVICE_REQ Message Format

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.

UNREGISTER_SERVICE_CONF Message Format

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

Configuration Acquisition Messages

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.

- Configuration keys

- Initial configuration acquisition

- Update messages

- Message order

- CONFIG_REQUEST_KEY_EVENT

- CONFIG_KEY_EVENT

- CONFIG_REQUEST_EVENT

- CONFIG_BEGIN_EVENT

- CONFIG_SERVICE_EVENT

- CONFIG_SKILL_GROUP_EVENT

- CONFIG_AGENT_EVENT

- CONFIG_DEVICE_EVENT

- CONFIG_CALL_TYPE_EVENT

- CONFIG_MRD_EVENT

- CONFIG_END_EVENT

Configuration keys

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.

Initial configuration acquisition

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.

Update messages

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.

Message order

The configuration must be sent in a particular order. This order is as follows:

1. Service Information

2. Skill Group

3. Agent Information

4. Device Information

5. Call Type Information

6. 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.

CONFIG_REQUEST_KEY_EVENT

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

CONFIG_KEY_EVENT

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.

CONFIG_KEY_EVENT Message Format

Fixed Part

Field Name

Value

Data Type

Byte Size

MessageHeader

Standard message header. MessageType = 231.

MHDR

8

ConfigkeyStatus

Status value of operation. See Click Here .

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.

CONFIG_REQUEST_EVENT

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.

CONFIG_REQUEST_EVENT Message Format

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.

- 1=Service Information

- 2=Skill Group Information

- 4=Agent Information

- 8=Device Information

- 16=Call Type Information

- 32=Media Routing Domain Information

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

CONFIG_BEGIN_EVENT

The CONFIG_BEGIN_EVENT signifies the beginning of configuration data (all of the same key) from the CTI Server.

CONFIG_BEGIN_EVENT Message Format

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

CONFIG_SERVICE_EVENT

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.

CONFIG_SERVICE_EVENT Message Format

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

CONFIG_SKILL_GROUP_EVENT

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.

CONFIG_SKILL_GROUP_EVENT Message Format

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

CONFIG_AGENT_EVENT

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.

CONFIG_AGENT_EVENT Message Format

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:

- 0 = SSO disabled

- 1 = SSO enabled

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.

CONFIG_DEVICE_EVENT

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.

CONFIG_DEVICE_EVENT Message Format

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

CONFIG_CALL_TYPE_EVENT

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.

CONFIG_CALL_TYPE_EVENT Message Format

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

CONFIG_MRD_EVENT

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.

CONFIG_MRD_EVENT Message Format

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

CONFIG_END_EVENT

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.

CONFIG_END_EVENT Message Format

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

CONFIG_END_EVENT Status values

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.

Chapter 6. Constants and Status Codes

- In this chapter

- Failure Indication Message Status Codes

- SystemEventID Values

- Special Values

- Tag Values

- AgentState Values

- PGStatusCode Values

- PeripheralType Values

- LocalConnectionState Values

- EventCause Values

- DeviceIDType Values

- CallType Values

- ConnectionDeviceIDType Values

- LineType Values

- ControlFailureCode Values

- AllocationState Values

- ForwardType Values

- TypeOfDevice Values

- ClassOfDevice Values

- CallPlacementType Values

- CallMannerType Values

- CallOption Values

- ConsultType Values

- FacilityType Values

- AnsweringMachine Values

- AnswerDetectMode Values

- AgentWorkMode Values

- DestinationCountry Values

- CTI Service Masks

- Disposition Code Values

- Agent Service Request Masks

- Silent Monitor Status Values

- Agent Internal States Message Values

- TaskState Values

In this chapter

This section lists the possible values for various status codes and fields that can appear in CTI Server messages. These values are defined in the CTILink.h file, located in the \icm\include directory.

Failure Indication Message Status Codes

This table shows the status codes that may be included in the FAILURE_CONF and FAILURE_EVENT messages.

Status Codes

Status Code

Description

Value

E_CTI_NO_ERROR

No error occurred.

0

E_CTI_INVALID_ VERSION

The CTI Server does not support the protocol version number requested by the CTI client.

1

E_CTI_INVALID_ MESSAGE_ TYPE

A message with an invalid message type field was received.

2

E_CTI_INVALID_ FIELD_TAG

A message with an invalid floating field tag was received.

3

E_CTI_SESSION_ NOT_OPEN

No session is currently open on the connection.

4

E_CTI_SESSION_ ALREADY_ OPEN

A session is already open on the connection.

5

E_CTI_REQUIRED_ DATA_ MISSING

The request did not include one or more floating items that are required.

6

E_CTI_INVALID_ PERIPHERAL_ID

A message with an invalid PeripheralID value was received.

7

E_CTI_INVALID_ AGENT_ DATA

The provided agent data item(s) are invalid.

8

E_CTI_AGENT_NOT_ LOGGED_ON

The indicated agent is not currently logged on.

9

E_CTI_DEVICE_IN_ USE

The indicated agent teleset is already associated with a different CTI client.

10

E_CTI_NEW_ SESSION_ OPENED

This session is being terminated due to a new session open request from the client.

11

E_CTI_FUNCTION_ NOT_ AVAILABLE

A request message was received for a function or service that was not granted to the client.

12

E_CTI_INVALID_ CALLID

A request message was received with an invalid CallID value.

13

E_CTI_PROTECTED_ VARIABLE

The CTI client may not update the requested variable.

14

E_CTI_CTI_SERVER_ OFFLINE

The CTI Server is not able to function normally. The CTI client should close the session upon receipt of this error.

15

E_CTI_TIMEOUT

The CTI Server failed to respond to a request message within the time-out period, or no messages have been received from the CTI client within the IdleTimeout period.

16

E_CTI_UNSPECIFIED_FAILURE

An unspecified error occurred.

17

E_CTI_INVALID_ TIMEOUT

The IdleTimeout field contains a value that is less than 20 seconds (4 times the minimum heartbeat interval of 5 seconds).

18

E_CTI_INVALID_ SERVICE_MASK

The ServicesRequested field has unused bits set. All unused bit positions must be zero.

19

E_CTI_INVALID_ CALL_MSG_MASK

The CallMsgMask field has unused bits set. All unused bit positions must be zero.

20

E_CTI_INVALID_ AGENT_ STATE_ MASK

The AgentStateMask field has unused bits set. All unused bit positions must be zero.

21

E_CTI_INVALID_ RESERVED_ FIELD

A Reserved field has a non-zero value.

22

E_CTI_INVALID_ FIELD_ LENGTH

A floating field exceeds the allowable length for that field type.

23

E_CTI_INVALID_ DIGITS

A STRING field contains characters that are not digits (“0” through “9”).

24

E_CTI_BAD_ MESSAGE_ FORMAT

The message is improperly constructed. This may be caused by omitted or incorrectly sized fixed message fields.

25

E_CTI_INVALID_ TAG_FOR_MSG_ TYPE

A floating field tag is present that specifies a field that does not belong in this message type.

26

E_CTI_INVALID_ DEVICE_ID_ TYPE

A DeviceIDType field contains a value that is not in DeviceIDType Values.

27

E_CTI_INVALID_ LCL_CONN_ STATE

A LocalConnectionState field contains a value that is not in LocalConnectionState Values.

28

E_CTI_INVALID_ EVENT_ CAUSE

An EventCause field contains a value that is not in EventCause Values.

29

E_CTI_INVALID_ NUM_ PARTIES

The NumParties field contains a value that exceeds the maximum (16).

30

E_CTI_INVALID_ SYS_ EVENT_ID

The SystemEventID field contains a value that is not in SystemEventID Values.

31

E_CTI_ INCONSISTENT_ AGENT_DATA

The provided agent extension, agent id, and/or agent instrument values are inconsistent with each other.

32

E_CTI_INVALID_ CONNECTION_ID_ TYPE

A ConnectionDeviceIDType field contains a value that is not in ConnectionDeviceIDType Values.

33

E_CTI_INVALID_ CALL_TYPE

The CallType field contains a value that is not in CallType Values.

34

E_CTI_NOT_CALL_ PARTY

A CallDataUpdate or Release Call request specified a call that the client is not a party to.

35

E_CTI_INVALID_ PASSWORD

The ClientID and Client Password provided in an OPEN_REQ message is incorrect.

36

E_CTI_CLIENT_ DISCONNECTED

The client TCP/IP connection was disconnected without a CLOSE_REQ.

37

E_CTI_INVALID_ OBJECT_ STATE

An invalid object state value was provided.

38

E_CTI_INVALID_ NUM_ SKILL_GROUPS

An invalid NumSkillGroups value was provided.

39

E_CTI_INVALID_ NUM_LINES

An invalid NumLines value was provided.

40

E_CTI_INVALID_ LINE_TYPE

An invalid LineType value was provided.

41

E_CTI_INVALID_ ALLOCATION_STATE

An invalid AllocationState value was provided.

42

E_CTI_INVALID_ ANSWERING_ MACHINE

An invalid AnsweringMachine value was provided.

43

E_CTI_INVALID_ CALL_MANNER_ TYPE

An invalid CallMannerType value was provided.

44

E_CTI_INVALID_ CALL_PLACEMENT_ TYPE

An invalid CallPlacementType value was provided.

45

E_CTI_INVALID_ CONSULT_ TYPE

An invalid ConsultType value was provided.

46

E_CTI_INVALID_ FACILITY_ TYPE

An invalid FacilityType value was provided.

47

E_CTI_INVALID_ MSG_TYPE_ FOR_ VERSION

The provided MessageType is invalid for the opened protocol version.

48

E_CTI_INVALID_ TAG_FOR_ VERSION

A floating field tag value is invalid for the opened protocol version.

49

E_CTI_INVALID_ AGENT_WORK_ MODE

An invalid AgentWorkMode value was provided.

50

E_CTI_INVALID_ CALL_OPTION

An invalid call option value was provided.

51

E_CTI_INVALID_ DESTINATION_ COUNTRY

An invalid destination country value was provided.

52

E_CTI_INVALID_ ANSWER_DETECT_ MODE

An invalid answer detect mode value was provided.

53

E_CTI_MUTUALLY_ EXCLUS_DEVICEID_ TYPES

A peripheral monitor request may not specify both a call and a device.

54

E_CTI_INVALID_ MONITORID

An invalid monitorID value was provided.

55

E_CTI_SESSION_ MONITOR_ ALREADY_EXISTS

A requested session monitor was already created.

56

E_CTI_SESSION_ MONITOR_IS_ CLIENTS

A client may not monitor its own session.

57

E_CTI_INVALID_ CALL_CONTROL_ MASK

An invalid call control mask value was provided.

58

E_CTI_INVALID_ FEATURE_MASK

An invalid feature mask value was provided.

59

E_CTI_INVALID_ TRANSFER_ CONFERENCE_ SETUP_MASK

An invalid transfer conference setup mask value was provided.

60

E_CTI_INVALID_ ARRAY_INDEX

An invalid named array index value was provided.

61

E_CTI_INVALID_ CHARACTER

An invalid character value was provided.

62

E_CTI_CLIENT_NOT_FOUND

There is no open session with a matching ClientID.

63

E_CTI_SUPERVISOR_NOT_FOUND

The agent’s supervisor is unknown or does not have an open CTI session.

64

E_CTI_TEAM_NOT_ FOUND

The agent is not a member of an agent team.

65

E_CTI_NO_CALL_ ACTIVE

The specified agent does not have an active call.

66

E_CTI_NAMED_ VARIABLE_NOT_ CONFIGURED

The specified named variable is not configured in the Unified CCE.

67

E_CTI_NAMED_ ARRAY_NOT_ CONFIGURED

The specified named array is not configured in the Unified CCE.

68

E_CTI_INVALID_ CALL_VARIABLE_ MASK

The specified call variable mask in not valid.

69

E_CTI_ELEMENT_ NOT_FOUND

An internal error occurred manipulating a named variable or named array element.

70

E_CTI_INVALID_ DISTRIBUTION_TYPE

The specified distribution type is invalid.

71

E_CTI_INVALID_ SKILL_GROUP

The specified skill group is invalid.

72

E_CTI_TOO_MUCH_ DATA

The total combined size of named variables and named arrays may not exceed the limit of 2000 bytes.

73

E_CTI_VALUE_TOO_LONG

The value of the specified named variable or named array element exceeds the maximum permissible length.

74

E_CTI_SCALAR_ FUNCTION_ON_ ARRAY

A NamedArray was specified with a NamedVariable tag.

75

E_CTI_ARRAY_ FUNCTION_ON_ SCALAR

A NamedVariable was specified with a NamedArray tag.

76

E_CTI_INVALID_ NUM_NAMED_ VARIABLES

The value in the NumNamedVariables field is different than the number of NamedVariable floating fields in the message.

77

E_CTI_INVALID_ NUM_NAMED_ ARRAYS

The value in the NumNamedArrays field is different than the number of NamedArray floating fields in the message.

78

E_CTI_INVALID_RTP_DIRECTION

The RTP direction value is invalid.

79

E_CTI_INVALID_RTP_TYPE

The RTP type value is invalid.

80

E_CTI_CALLED_ PARTY_DISPOSITION

The called party disposition is invalid.

81

E_CTI_INVALID_ SUPERVISORY_ ACTION

The supervisory action is invalid.

82

E_CTI_AGENT_ TEAM_MONITOR_ ALREADY_EXISTS

The agent team monitor already exists.

83

E_CTI_INVALID_ SERVICE

The ServiceNumber or ServiceID value is invalid.

84

E_CTI_SERVICE_ CONFLICT

The ServiceNumber and ServiceID values given represent different services.

85

E_CTI_SKILL_ GROUP_CONFLICT

The SkillGroupNumber/SkillGroupPriority and SkillGroupID values given represent different skill groups.

86

E_CTI_INVALID_ DEVICE

The specified device is invalid.

87

E_CTI_INVALID_MR_DOMAIN

Media Routing Domain is invalid.

88

E_CTI_MONITOR_ ALREADY_EXISTS

Monitor already exists.

89

E_CTI_MONITOR_ TERMINATED

Monitor has terminated.

90

E_CTI_INVALID_ TASK_MSG_MASK

The task msg mask is invalid.

91

E_CTI_SERVER_NOT_MASTER

The server is a standby server.

92

E_CTI_INVALID_CSD

The CSD Specified is invalid (Unified CCX Only).

93

E_CTI_JTAPI_CCM_ PROBLEM

Indicates a JTAPI or Unified CM problem.

94

E_INVALID_CONFIG_ MSG_MASK

Indicates a bad config mask in OPEN_REQ.

95

E_CTI_AUTO_ CONFIG_RESET

Indicates a configuration change (Unified CCX only).

96

E_CTI_INVALID_ MONITOR_STATUS

Indicates an invalid monitor.

97

E_CTI_INVALID_ REQUEST_TYPE

Indicates an invalid request ID type.

98

SystemEventID Values

This table shows the SystemEventID values that may be included in the SYSTEM_EVENT messages.

SystemEventID Values

SystemEventID

Description

Value

SYS_CENTRAL_ CONTROLLER_ONLINE

The PG has resumed communication with the Unified CCE Central Controller.

1

SYS_CENTRAL_ CONTROLLER_OFFLINE

The PG is unable to communicate with the Unified CCE Central Controller.

2

SYS_PERIPHERAL_ ONLINE

A peripheral monitored by the PG has gone online. SystemEventArg1 contains the PeripheralID of the peripheral.

3

SYS_PERIPHERAL_ OFFLINE

A peripheral monitored by the PG has gone offline. SystemEventArg1 contains the PeripheralID of the peripheral.

4

SYS_TEXT_FYI

Broadcast of informational “text” floating field.

5

SYS_PERIPHERAL_ GATEWAY_OFFLINE

The CTI Server is unable to communicate with the Unified CCE Peripheral Gateway.

6

SYS_CTI_SERVER_ OFFLINE

The local software component is unable to communicate with the CTI Server.

7

SYS_CTI_SERVER_ ONLINE

The local software component has resumed communication with the CTI Server.

8

SYS_HALF_HOUR_ CHANGE

The Unified CCE Central Controller time has changed to a new half hour.

9

SYS_INSTRUMENT_ OUT_OF_SERVICE

An Enterprise Agent device target has been removed from service. SystemEventArg1 contains the PeripheralID of the peripheral, and SystemEventText contains the AgentInstrument that was removed from service.

10

SYS_INSTRUMENT_ BACK_IN_SERVICE

An Enterprise Agent device target has been returned to service. SystemEventArg1 contains the PeripheralID of the peripheral, and SystemEventText contains the AgentInstrument that was returned to service.

11

Special Values

This table shows the values used to define sizes and limits, indicate special IDs, and unspecified data elements.

Special Values

Constant

Description

Value

MAX_NUM_CTI_ CLIENTS

The maximum number of CTI clients that can be in a message list.

16

MAX_NUM_ PARTIES

The maximum number of conference call parties that can be in a message list.

16

MAX_NUM_ DEVICES

The maximum number of call devices that can be in a message list.

16

MAX_NUM_ CALLS

The maximum number of calls that can be in a message list.

16

MAX_NUM_ SKILL_GROUPS

The maximum number of skill group fields that can be in a message list.

20

MAX_NUM_LINES

The maximum number of teleset line fields that can be in a message list.

10

NULL_ CALL_ID

No call ID is supplied.

0xFFFFFFFF

NULL_ PERIPHERAL_ID

No peripheral ID is supplied.

0xFFFFFFFF

NULL_SERVICE

No service is supplied.

0xFFFFFFFF

NULL_SKILL_ GROUP

No skill group is supplied.

0xFFFFFFFF

NULL_CALLTYPE

Indicates that no CallType is supplied.

0xFFFF

Tag Values

This table shows the values used in the tag subfield of floating fields.

Tag Values

Floating Field Tag

Using Messages

Value

CLIENT_ID_TAG

OPEN_REQ

1

CLIENT_PASSWORD_ TAG

OPEN_REQ

2

CLIENT_SIGNATURE_ TAG

OPEN_REQ, AGENT_STATE_EVENT

3

AGENT_EXTENSION_ TAG

OPEN_REQ, OPEN_CONF, AGENT_STATE_EVENT

4

AGENT_ID_TAG

OPEN_REQ, OPEN_CONF, AGENT_STATE_EVENT, SET_AGENT_STATE_EVENT

5

AGENT_ INSTRUMENT_ TAG

OPEN_REQ, OPEN_CONF, AGENT_STATE_EVENT, QUERY_AGENT_STATE_REQ, SET_AGENT_STATE_REQ, MAKE_CALL_REQ

6

TEXT_TAG

SYSTEM_EVENT, CLIENT_EVENT_REPORT_REQ

7

ANI_TAG

BEGIN_CALL_EVENT, CALL_ DATA_UPDATE_EVENT, CALL_ TRANSLATION_ROUTE_EVENT, SNAPSHOT_CALL_ CONF

8

UUI_TAG

BEGIN_CALL_EVENT, CALL_DATA_UPDATE_EVENT, CALL_TRANSLATION_ROUTE_ EVENT, CONSULTATION_ CALL_REQ, MAKE_CALL_REQ, TRANSFER_CALL_REQ, SNAPSHOT_CALL_CONF

9

DNIS_TAG

BEGIN_CALL_EVENT, CALL_ DATA_UPDATE_EVENT, CALL_ TRANSLATION_ROUTE_ EVENT, SNAPSHOT_CALL_ CONF

10

DIALED_NUMBER_ TAG

BEGIN_CALL_EVENT, CALL_DATA_UPDATE_EVENT, CALL_TRANSLATION_ROUTE_ EVENT, CONSULTATION_ CALL_ REQ, MAKE_CALL_REQ, TRANSFER_CALL_REQ, SNAPSHOT_CALL_CONF

11

CED_TAG

BEGIN_CALL_EVENT, CALL_ DATA_UPDATE_EVENT, CALL_ TRANSLATION_ROUTE_ EVENT, SNAPSHOT_CALL_ CONF

12

CALL_VAR_1_TAG through CALL_VAR_10_TAG

BEGIN_CALL_EVENT, CALL_DATA_UPDATE_EVENT, CALL_TRANSLATION_ROUTE_ EVENT, CONSULTATION_ CALL_REQ, MAKE_CALL_REQ, TRANSFER_CALL_REQ, SNAPSHOT_CALL_CONF, SNAPSHOT_TASK_RESP

13-22

CTI_CLIENT_ SIGNATURE_TAG

BEGIN_CALL_EVENT, CALL_DATA_UPDATE_EVENT, SNAPSHOT_CALL_CONF

23

CTI_CLIENT_ TIMESTAMP_TAG

BEGIN_CALL_EVENT, CALL_DATA_UPDATE_EVENT, SNAPSHOT_CALL_CONF

24

CONNECTION_ DEVID_ TAG

Any CALL EVENT message, most CLIENT CONTROL messages.

25

ALERTING_DEVID_ TAG

CALL_DELIVERED_EVENT

26

CALLING_DEVID_TAG

CALL_DELIVERED_EVENT, CALL_ESTABLISHED_EVENT, CALL_ORIGINATED_EVENT, CALL_SERVICE_INITIATED_EVENT, CALL_QUEUED_EVENT, SET_DEVICE_ATTRIBUTES_REQ

27

CALLED_DEVID_TAG

CALL_DELIVERED_EVENT, CALL_ESTABLISHED_EVENT, CALL_ORIGINATED_EVENT, CALL_QUEUED_EVENT,

28

LAST_REDIRECT_ DEVID_TAG

CALL_DELIVERED_EVENT, CALL_ESTABLISHED_EVENT, CALL_QUEUED_EVENT

29

ANSWERING_DEVID_ TAG

CALL_ESTABLISHED_EVENT

30

HOLDING_DEVID_ TAG

CALL_HELD_EVENT

31

RETRIEVING_DEVID_ TAG

CALL_RETRIEVED_EVENT

32

RELEASING_DEVID_ TAG

CALL_CONNECTION_ CLEARED_EVENT

33

FAILING_DEVID_TAG

CALL_FAILED_EVENT

34

PRIMARY_DEVID_ TAG

CALL_CONFERENCED_EVENT, CALL_TRANSFERRED_EVENT

35

SECONDARY_DEVID_ TAG

CALL_CONFERENCED_EVENT, CALL_TRANSFERRED_EVENT

36

CONTROLLER_ DEVID_ TAG

CALL_CONFERENCED_EVENT

37

ADDED_PARTY_ DEVID_TAG

CALL_CONFERENCED_EVENT

38

PARTY_CALLID_TAG

CALL_CONFERENCED_EVENT, CALL_TRANSFERRED_EVENT, CONFERENCE_CALL_CONF, TRANSFER_CALL_CONF

39

PARTY_DEVID_TYPE_ TAG

CALL_CONFERENCED_EVENT, CALL_TRANSFERRED_EVENT, CONFERENCE_CALL_CONF, TRANSFER_CALL_CONF

40

PARTY_DEVID_TAG

CALL_CONFERENCED_EVENT, CALL_TRANSFERRED_EVENT, CONFERENCE_CALL_CONF, TRANSFER_CALL_CONF

41

TRANSFERRING_ DEVID_TAG

CALL_TRANSFERRED_EVENT

42

TRANSFERRED_ DEVID_TAG

CALL_TRANSFERRED_EVENT

43

DIVERTING_DEVID_ TAG

CALL_DIVERTED_EVENT

44

QUEUE_DEVID_TAG

CALL_QUEUED_EVENT

45

CALL_WRAPUP_ DATA_ TAG

BEGIN_CALL_EVENT, CALL_DATA_UPDATE_EVENT, SET_CALL_DATA_REQ, CONSULTATION_CALL_REQ, MAKE_CALL_REQ, TRANSFER_CALL_REQ, SNAPSHOT_CALL_CONF

46

NEW_CONNECTION_ DEVID_TAG

CALL_DATA_UPDATE_EVENT, CONFERENCE_CALL_CONF, CONSULTATION_CALL_CONF, MAKE_CALL_CONF, TRANSFER_CALL_CONF

47

TRUNK_USED_ DEVID_ TAG

CALL_REACHED_NETWORK_ EVENT

48

AGENT_PASSWORD_ TAG

SET_AGENT_STATE_REQ

49

ACTIVE_CONN_ DEVID_ TAG

ALTERNATE_CALL_REQ, CONFERENCE_CALL_REQ, CONSULTATION_CALL_REQ, RECONNECT_CALL_REQ, TRANSFER_CALL_REQ

50

FACILITY_CODE_TAG

CONSULTATION_CALL_REQ, MAKE_CALL_REQ, TRANSFER_CALL_REQ

51

OTHER_CONN_ DEVID_ TAG

ALTERNATE_CALL_REQ

52

HELD_CONN_DEVID_ TAG

CONFERENCE_CALL_REQ, RECONNECT_CALL_REQ, RETRIEVE_CALL_REQ, TRANSFER_CALL_REQ

53

(reserved)

54-55

CALL_CONN_ CALLID_ TAG

SNAPSHOT_CALL_CONF, SNAPSHOT_DEVICE_CONF

56

CALL_CONN_DEVID_ TYPE_TAG

SNAPSHOT_CALL_CONF, SNAPSHOT_DEVICE_CONF

57

CALL_CONN_DEVID_ TAG

SNAPSHOT_CALL_CONF, SNAPSHOT_DEVICE_CONF

58

CALL_DEVID_TYPE_ TAG

SNAPSHOT_CALL_CONF

59

CALL_DEVID_TAG

SNAPSHOT_CALL_CONF

60

CALL_DEV_CONN_ STATE_TAG

SNAPSHOT_CALL_CONF

61

SKILL_GROUP_ NUMBER_TAG

CALL_QUEUED_EVENT, CALL_DEQUEUED_EVENT, QUERY_AGENT_STATE_CONF

62

SKILL_GROUP_ID_ TAG

CALL_QUEUED_EVENT, CALL_DEQUEUED_EVENT, QUERY_AGENT_STATE_CONF

63

SKILL_GROUP_ PRIORITY_TAG

CALL_QUEUED_EVENT, CALL_DEQUEUED_EVENT, QUERY_AGENT_STATE_CONF

64

SKILL_GROUP_ STATE_ TAG

QUERY_AGENT_STATE_CONF

65

OBJECT_NAME_TAG

CLIENT_EVENT_REPORT

66

DTMF_STRING_TAG

SEND_DTMF_SIGNAL_REQ

67

POSITION_ID_TAG

SET_AGENT_STATE_REQ

68

SUPERVISOR_ID_TAG

SET_AGENT_STATE_REQ

69

LINE_HANDLE_TAG

QUERY_DEVICE_INFO_CONF

70

LINE_TYPE_TAG

QUERY_DEVICE_INFO_CONF

71

ROUTER_CALL_KEY_ DAY_TAG

BEGIN_CALL_EVENT, CALL_ DATA_UPDATE_EVENT, CALL_ TRANSLATION_ROUTE_EVENT, SNAPSHOT_CALL_ CONF

72

ROUTER_CALL_KEY_ CALLID_TAG

BEGIN_CALL_EVENT, CALL_ DATA_UPDATE_EVENT, CALL_ TRANSLATION_ROUTE_EVENT, SNAPSHOT_CALL_ CONF

73

ROUTER_CALL_KEY_SEQUENCE_NUM_TAG

AGENT_LEGACY_PRE_CALL_EVENT, BEGIN_CALL_EVENT, CALL_DATA_UPDATE_EVENT, CALL_TRANSLATION_ROUTE_EVENT, AGENT_PRE_CALL_EVENT, AGENT_PRE_CALL_ABORT_EVENT

110

(reserved)

74

CALL_STATE_TAG

SNAPSHOT_DEVICE_CONF

75

MONITORED_DEVID_TAG

MONITOR_START_REQ

76

AUTHORIZATION_ CODE_TAG

CONFERENCE_CALL_REQ, CONSULTATION_CALL_REQ, MAKE_CALL_REQ, MAKE_PREDICTIVE_CALL_REQ, TRANSFER_CALL_REQ

77

ACCOUNT_CODE_TAG

CONFERENCE_CALL_REQ, CONSULTATION_CALL_REQ, MAKE_CALL_REQ, MAKE_PREDICTIVE_CALL_REQ, TRANSFER_CALL_REQ

78

ORIGINATING_DEVID_TAG

MAKE_PREDICTIVE_CALL_REQ

79

ORIGINATING_LINE _ID_TAG

MAKE_PREDICTIVE_CALL_REQ

80

CLIENT_ADDRESS_ TAG

CLIENT_SESSION_OPENED_EVENT, CLIENT_SESSION_CLOSED_EVENT

81

NAMED_VARIABLE_ TAG

BEGIN_CALL_EVENT, CALL_DATA_UPDATE_EVENT, AGENT_PRE_CALL_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, REGISTER_VARIABLES_REQ, SNAPSHOT_TASK_RESP

82

NAMED_ARRAY_TAG

BEGIN_CALL_EVENT, CALL_DATA_UPDATE_EVENT, AGENT_PRE_CALL_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, REGISTER_VARIABLES_REQ, SNAPSHOT_TASK_RESP

83

CALL_CONTROL_ TABLE_TAG

MAKE_CALL_REQ, MAKE_PREDICTIVE_CALL_REQ,

84

SUPERVISOR_ INSTRUMENT_TAG

SUPERVISE_CALL_REQ

85

ATC_AGENT_ID_TAG

AGENT_TEAM_CONFIG_EVENT

86

AGENT_FLAGS_TAG

AGENT_TEAM_CONFIG_EVENT

87

ATC_AGENT_STATE_ TAG

AGENT_TEAM_CONFIG_EVENT

88

ATC_STATE_ DURATION_TAG

AGENT_TEAM_CONFIG_EVENT

89

AGENT_ CONNECTION_DEVID_ TAG

SUPERVISE_CALL_REQ

90

SUPERVISOR_ CONNECTION_ DEVID_TAG

SUPERVISE_CALL_REQ,

91

LIST_TEAM_ID_TAG

LIST_AGENT_TEAM_CONF

92

DEFAULT_DEVICE_ PORT_ADDRESS_TAG

AGENT_DESK_SETTINGS_CONF

93

SERVICE_NAME_TAG

REGISTER_SERVICE_REQ

94

CUSTOMER_PHONE_ NUMBER_TAG

SET_CALL_DATA_REQ, CALL_DATA_UPDATE_EVENT

95

CUSTOMER_ ACCOUNT_NUMBER_TAG

SET_CALL_DATA_REQ, CALL_DATA_UPDATE_EVENT

96

APP_PATH_ID_TAG

OPEN_REQ

97

SCRIPT_SELECTOR_TAG

SNAPSHOT_TASK_RESP

99

APPLICATION_STRING1_TAG

SNAPSHOT_TASK_RESP

100

APPLICATION_STRING2_TAG

SNAPSHOT_TASK_RESP

101

ROUTER_CALL_KEY_SEQUENCE_NUM_TAG

AGENT_LEGACY_PRE_CALL_EVENT, BEGIN_CALL_EVENT, CALL_DATA_UPDATE_EVENT, CALL_TRANSLATION_ROUTE_EVENT, AGENT_PRE_CALL_EVENT, AGENT_PRE_CALL_ABORT_EVENT

110

TRUNK_NUMBER_ TAG

CALL_DELIVERED_EVENT, CALL_ESTABLISHED_EVENT, CALL_REACHED_NETWORK_ EVENT

121

TRUNK_GROUP_ NUMBER_TAG

CALL_DELIVERED_EVENT, CALL_ESTABLISHED_EVENT, CALL_REACHED_NETWORK_EVENT

122

EXT_AGENT_STATE_ TAG

AGENT_STATE_EVENT

123

DEQUEUE_TYPE_TAG

CALL_DEQUEUED_EVENT

124

SENDING_ADDRESS_ TAG

RTP_STARTED_EVENT, RTP_STOPPED_EVENT

125

SENDING_PORT_TAG

RTP_STARTED_EVENT RTP_STOPPED_EVENT

126

Unused

127-128

MAX_QUEUED_TAG

CONFIG_SERVICE_EVENT, CONFIG_DEVICE_EVENT

129

QUEUE_ID_TAG

QUEUE_UPDATED_EVENT

130

CUSTOMER_ID_TAG

CONFIG_REQUEST_EVENT

131

SERVICE_SKILL_ TARGET_ID_TAG

CONFIG_SERVICE_EVENT

132

PERIPHERAL_NAME_ TAG

CONFIG_SERVICE_EVENT, CONFIG_SKILL_GROUP_EVENT, CONFIG_AGENT_EVENT, CONFIG_DIALED_NUMBER_ EVENT

133

DESCRIPTION_TAG

CONFIG_SERVICE_EVENT, CONFIG_SKILL_GROUP_EVENT, CONFIG_AGENT_EVENT, CONFIG_DIALED_NUMBER_EVENT

CONFIG_MRD_EVENT

134

SERVICE_MEMBER_ ID_TAG

CONFIG_SKILL_GROUP_EVENT

135

SERVICE_MEMBER_ PRIORITY_TAG

CONFIG_SKILL_GROUP_EVENT

136

FIRST_NAME_TAG

CONFIG_AGENT_EVENT

137

LAST_NAME_TAG

CONFIG_AGENT_EVENT

138

SKILL_GROUP_TAG

CONFIG_AGENT_EVENT

139

AGENT_SKILL_ TARGET_ID_TAG

CONFIG_AGENT_EVENT

141

SERVICE_TAG

CONFIG_DIALED_NUMBER_ EVENT

142

Reserved

143-149

DURATION_TAG

AGENT_STATE_EVENT

150

Reserved

151-172

EXTENSION_TAG

CONFIG_SKILL_GROUP_EVENT, CONFIG_SERVICE_EVENT, CONFIG_AGENT_EVENT,CONFIG_DEVICE_EVENT

173

SERVICE_LEVEL_ THRESHOLD_TAG

CONFIG_SERVICE_EVENT

174

SERVICE_LEVEL_ TYPE_TAG

CONFIG_SERVICE_EVENT

175

CONFIG_PARAM_TAG

CONFIG_SKILL_GROUP_EVENT, CONFIG_SERVICE_EVENT

176

SERVICE_CONFIG_ KEY_TAG

CONFIG_KEY_EVENT, CONFIG_BEGIN_EVENT

177

SKILL_GROUP_ CONFIG_KEY_TAG

CONFIG_KEY_EVENT, CONFIG_BEGIN_EVENT

178

AGENT_CONFIG_ KEY_TAG

CONFIG_KEY_EVENT, CONFIG_BEGIN_EVENT

179

DEVICE_CONFIG_ KEY_TAG

CONFIG_KEY_EVENT, CONFIG_BEGIN_EVENT

180

Unused

181-182

RECORD_TYPE_TAG

CONFIG_AGENT_EVENT, CONFIG_DEVICE_EVENT, CONFIG_SERVICE_EVENT, CONFIG_SKILL_GROUP_EVENT

183

PERIPHERAL_ NUMBER_TAG

CONFIG_AGENT_EVENT, CONFIG_DEVICE_EVENT, CONFIG_SERVICE_EVENT, CONFIG_SKILL_GROUP_EVENT

184

AGENT_SKILL_ TARGET_ID_TAG

CONFIG_AGENT_EVENT

185

NUM_SERVICE_ MEMBERS_TAG

CONFIG_SERVICE_EVENT

186

SERVICE_MEMBER_ TAG

CONFIG_SERVICE_EVENT

187

SERVICE_PRIORITY_ TAG

CONFIG_SERVICE_EVENT

188

AGENT_TYPE_TAG

CONFIG_AGENT_EVENT

189

LOGIN_ID_TAG

CONFIG_AGENT_EVENT

190

NUM_SKILLS_TAG

CONFIG_AGENT_EVENT

191

SKILL_GROUP_SKILL_TARGET_ID_TAG

CONFIG_SKILL_GROUP_EVENT

192

SERVICE_ID_TAG

CONFIG_DEVICE_EVENT

193

AGENT_ID_LONG_ TAG

OPEN_REQ, OPEN_REQ, OPEN_REQ_CONF, AGENT_STATE_EVENT, RTP_STARTED_EVENT, RTP_STOPPED_EVENT, SUPERVISE_CALL_REQ, EMERGENCY_CALL_EVENT, USER_MESSAGE_REQ, SET_AGENT_STATE_REQ, SET_AGENT_STATE_CONF, QUERY_AGENT_STATE_REQ, QUERY_AGENT_STATE_CONF, AGENT_UPDATED_EVENT

194

DEVICE_TYPE_TAG

CONFIG_DEVICE_EVENT

195

Unused

196-197

ENABLE_TAG

ROUTE_REGISTER_EVENT

198

DEVICEID_TAG

ROUTE_REQUEST_EVENT

199

TIMEOUT_TAG

ROUTE_REQUEST_EVENT

200

CURRENT_ROUTE_ TAG

ROUTE_REQUEST_EVENT

201

SECONDARY_ CONNECTION_CALL_ ID

CALL_DELIVERED_EVENT

202

PRIORITY_QUEUE_ NUMBER_TAG

CALL_QUEUED_EVENT

203

TEAM_NAME_TAG

TEAM_CONFIG_EVENT

204

MEMBER_TYPE_TAG

TEAM_CONFIG_EVENT

205

EVENT_DEVICE_ID_ TAG

SYSTEM_EVENT

206

LOGIN_NAME_TAG (V11)

CONFIG_AGENT_EVENT

207

PERIPHERAL_ID_TAG (V11)

CONFIG_AGENT_EVENT, CONFIG_SERVICE_EVENT, CONFIG_SKILL_GROUP_EVENT, CONFIG_DEVICE_EVENT

208

CALL_TYPE_KEY_ CONFIG_TAG (V11)

CONFIG_KEY_EVENT

209

CALL_TYPE_ID_TAG (V11)

AGENT_PRE_CALL_EVENT, CONFIG_CALL_TYPE_EVENT, SET_APP_DATA

210

CUSTOMER_ DEFINITION_ID_TAG (V11)

CONFIG_CALL_TYPE_EVENT

211

ENTERPRISE_NAME_ TAG (V11)

CONFIG_CALL_TYPE_EVENT

CONFIG_MRD_EVENT

212

CUR_PERIPHERAL_ NUMBER_TAG

CONFIG_SKILL_GROUP_EVENT, CONFIG_CALL_TYPE_EVENT

213

CUR_LOGIN_ID

CONFIG_AGENT_EVENT

214

ANI_II_TAG

BEGIN_CALL_EVENT, CALL_TRANSLATION_ROUTE_ EVENT, CALL_DATA_UPDATE, CALL_DELIVERED_EVENT, AGENT_PRE_CALL_EVENT, SET_CALL_DATA_REQ, SNAPSHOT_CALL_REQ, ROUTE_REQUEST_EVENT

215

MR_DOMAIN_ID_TAG

CONFIG_SKILL_GROUP_EVENT, CONFIG_SERVICE_EVENT

CONFIG_MRD_EVENT

216

CTIOS_CIL_CLIENT_ ID_TAG

SET_CALL_DATA_REQ, ALTERNATE_CALL_REQ, ANSWER_CALL_REQ, CLEAR_CALL_REQ, CLEAR_CONNECTION_REQ, DEFLECT_CALL_REQ, HOLD_CALL_REQ, RECONNECT_CALL_REQ, RETRIEVE_CALL_REQ, SEND_DTMF_SIGNAL_REQ, CHANGE_MONITOR_MASK_REQ, USER_MESSAGE_REQ, SESSION_MONITOR_START_REQ, SESSION_MONITOR_STOP_REQ, MONITOR_AGENT_TEAM_START_REQ, MONITOR_AGENT_TEAM_ STOP_REQ, FAILURE_CONF, CONTROL_FAILURE_CONF

217

SILENT_MONITOR_ STATUS_TAG

SNAPSHOT_DEVICE_CONF

218

REQUESTING_ DEVICE_ID_TAG

CALL_CLEAR_CONNECTION_REQ

219

REQUESTING_ DEVICE_ID_ TYPE_TAG

CALL_CLEAR_CONNECTION_REQ

220

PRE_CALL_INVOKE_ ID_TAG

AGENT_PRE_CALL_EVENT, SET_APP_DATA

221

ENTERPRISE_ QUEUE_TIME

222

CALL_REFERENCE_ ID_TAG

BEGIN_CALL_EVENT, CALL_DATA_UPDATE_EVENT, CALL_TERMINATION_EVNT, SNAPSHOT_CALL_CONF

223

MULTI_LINE_AGENT_ CONTROL_TAG

OPEN_CONF

224

NETWORK_ CONTROLLED_TAG

ROUTE_SELECT_EVENT

225

Used

226-227

NUM_PERIPHERALS_ TAG

OPEN_CONF

228

COC_CONNECTION_ CALL_ID_TAG

CALL_SERVICE_INITIATED_ EVENT, ROUTE_REQUEST_EVENT, SNAPSHOT _CALL_CONF

229

COC_CONNECTION_ DEVICE_ID_TYPE_ TAG

CALL_SERVICE_INITIATED_ EVENT, ROUTE_REQUEST_EVENT, SNAPSHOT _CALL_CONF

230

COC_CONNECTION_ DEVICE_ID_TAG

CALL_SERVICE_INITIATED_ EVENT, ROUTE_REQUEST_EVENT, SNAPSHOT _CALL_CONF

231

CALL_ORIGINATED_ FROM_TAG

SET_CALL_DATA_REQ

232

SET_APPDATA_CALLID_TAG

233

CLIENT_SHARE_KEY_TAG

234

AGENT_TEAM_NAME_TAG

AGENT_TEAM_CONFIG_EVENT

243

DIRECTION_TAG

AGENT_STATE_EVENT

244

OPTIONS_TAG

ROUTE_REQUEST_EVENT (internal use only for ACMI PIM)

245

FLT_MRD_ID_TAG

CONFIG_MEDIA_ROUTING_DOMAIN_EVENT (Internal Cisco Use Only)

246

MEDIA_CLASS_ID_TAG

CONFIG_MEDIA_ROUTING_DOMAIN_EVENT and

CONFIG_MEDIA_CLASS_EVENT (Internal Cisco Use Only)

247

TASK_LIFE_TAG

CONFIG_MEDIA_ROUTING_DOMAIN_EVENT and

CONFIG_MEDIA_CLASS_EVENT (Internal Cisco Use Only)

248

TASK_START_TIMEOUT_TAG

CONFIG_MEDIA_ROUTING_DOMAIN_EVENT and

CONFIG_MEDIA_CLASS_EVENT (Internal Cisco Use Only)

249

MAX_TASK_DURATION_TAG

CONFIG_MEDIA_ROUTING_DOMAIN_EVENT and

CONFIG_MEDIA_CLASS_EVENT (Internal Cisco Use Only)

CONFIG_MRD_EVENT

250

INTERRUPTIBLE_TAG

CONFIG_MEDIA_ROUTING_DOMAIN_EVENT (Internal Cisco Use Only)

CONFIG_MRD_EVENT

251

MAX_CALLS_IN_QUEUE_TAG

CONFIG_MEDIA_ROUTING_DOMAIN_EVENT (Internal Cisco Use Only)

252

MAX_CALLS_IN_QUEUE_PER_CALL_TYPE_TAG

CONFIG_MEDIA_ROUTING_DOMAIN_EVENT (Internal Cisco Use Only)

253

MAX_TIME_IN_QUEUE_TAG

CONFIG_MEDIA_ROUTING_DOMAIN_EVENT (Internal Cisco Use Only)

254

INTERNAL_AGENT_STATE_TAG

QUERY_AGENT_STATE_CONF (internal use only for CCX)

255

Unused

256

SSO_ENABLED_TAG

CONFIG_AGENT_EVENT, SET_AGENT_STATE_REQ

257

FLT_TASK_ID_TAG

AGENT_TASKS_RESP

258

FLT_ICM_DISP_TAG

MEDIA_LOGOUT_IND

259

FLT_APP_DISP_TAG

MEDIA_LOGOUT_IND

260

AgentState Values

This table shows the agent state values that may appear in the QUERY_AGENT_STATE_CONF messages.

AgentState Values

State Name

Description

Value

AGENT_STATE_ LOGIN

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

0

AGENT_STATE_ LOGOUT

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

1

AGENT_STATE_ NOT_ READY

The agent is unavailable for any call work.

2

AGENT_STATE_ AVAILABLE

The agent is ready to accept a call.

3

AGENT_STATE_ TALKING

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

4

AGENT_STATE_ WORK_NOT_READY

The agent is performing after call work, but will not be ready to receive a call when completed.

5

AGENT_STATE_ WORK_ READY

The agent is performing after call work, and will be ready to receive a call when completed.

6

AGENT_STATE_ BUSY_ OTHER

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

7

AGENT_STATE_ RESERVED

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

8

AGENT_STATE_ UNKNOWN

The agent state is currently unknown.

9

AGENT_STATE_ HOLD

The agent currently has all calls on hold.

10

AGENT_STATE_ ACTIVE

The agent state is currently active.

11

AGENT_STATE_ PAUSED

The agent state is currently paused.

12

AGENT_STATE_ INTERRUPTED

The agent state is currently interrupted.

13

AGENT_STATE_NOT_ACTIVE

The agent state is currently not active.

14

PGStatusCode Values

This table shows the PGStatusCode values that may be included in the SYSTEM_EVENT message.

PGStatusCode Values

PGStatus

Description

Mask Value

PGS_OPC_DOWN

Communication lost between the CTI Server and the PG’s Open Peripheral Controller (OPC) process. No call or agent state event messages can be sent due to this condition.

0x00000001

PGS_CC_DOWN

Communication lost between the PG and the Unified CCE Central Controller. Primarily affects translation routing and post-routing, other call and agent event messages can still be sent.

0x00000002

PGS_PERIPHERAL_OFFLINE

One or more of the peripherals monitored by the PG are offline.

0x00000004

PGS_CTI_SERVER_OFFLINE

Loss of communication between the CTI Server and the CTI Client. This status code is not reported by a software layer between the CTI Server and the client application.

0x00000008

PGS_LIMITED_FUNCTION

This status code may be reported by a software layer between the CTI Server and the client application when PGS_CTI_SERVER_ OFFLINE is true to indicate that limited local call control is possible.

0x00000010

PeripheralType Values

This table shows the PeripheralType values that may be included in the Client Events service messages.

PeripheralType Values

Peripheral Type

Description

Value

PT_NONE

Not Applicable

0xffff

PT_ASPECT

Aspect Call Center ACD

1

PT_MERIDIAN

Northern Telecom Meridian ACD

2

PT_G2

Lucent G2

3

PT_DEFINITY_ECS_ NON_EAS

Lucent DEFINITY ECS (without Expert Agent Selection)

4

PT_DEFINITY_ECS_ EAS

Lucent DEFINITY ECS (with Expert Agent Selection)

5

PT_GALAXY

Obsolete

6

PT_SPECTRUM

Obsolete

7

PT_VRU

VRU (event type interface)

8

PT_VRU_POLLED

VRU (polled type interface)

9

PT_DMS100

Obsolete

10

PT_SIEMENS_9006

Siemens Hicom ACD (9006)

11

PT_SIEMENS_9005

Siemens 9751 CBX Release 9005 (Rolm 9005)

12

PT_ALCATEL

Alcatel 4400 ACD

13

PT_NEC_NEAX_2x00

Obsolete

14

PT_ ACP_1000

Ericsson ACP1000

15

PT_ SYMPOSIUM

Avaya Aura

16

PT_ENTERPRISE_ AGENT

Unified CCE Manager

17

PT_MD110

Ericsson MD-110

18

PT_MEDIA_ROUTING

Media Routing

19

PT_GENERIC

Generic

20

PT_ACMI_CRS

A Gateway PG over Unified CCX

21

PT_ACMI_IPCC

A Gateway PG over Unified CCE or Unified CCX

22

PT_SIMPLIFIED_IPCC

A system using the System PG

23

PT_ARS

A system using the ARS PG

24

PT_ACMI_ERS

A system using the ERS PG

25

PT_ACMI_EXPERT_ADVISOR

Obsolete

26

{reserved}

27

LocalConnectionState Values

This table shows the LocalConnectionState values.

LocalConnectionState values

LocalConnectionState

Description

Value

LCS_NONE

Not applicable

0xffff

LCS_NULL

No relationship between call and device.

0

LCS_INITIATE

Device requesting service (“dialing”).

1

LCS_ALERTING

Device is alerting (“ringing”).

2

LCS_CONNECT

Device is actively participating in the call.

3

LCS_HOLD

Device is inactively participating in the call.

4

LCS_QUEUED

Device is stalled attempting to connect to a call, or a call is stalled attempting to connect to a device.

5

LCS_FAIL

A device-to-call or call-to-device connection attempt has been aborted.

6

EventCause Values

These tables show the EventCause values.

EventCause Values

EventCause

Value

CEC_NONE

0xffff

CEC_ACTIVE_MONITOR

1

CEC_ALTERNATE

2

CEC_BUSY

3

CEC_CALL_BACK

4

CEC_CALL_CANCELLED

5

CEC_CALL_FORWARD_ALWAYS

6

CEC_CALL_FORWARD_BUSY

7

CEC_CALL_FORWARD_NO_ANSWER

8

CEC_CALL_FORWARD

9

CEC_CALL_NOT_ANSWERED

10

CEC_CALL_PICKUP

11

CEC_CAMP_ON

12

CEC_DEST_NOT_OBTAINABLE

13

CEC_DO_NOT_DISTURB

14

CEC_INCOMPATIBLE_DESTINATION

15

CEC_INVALID_ACCOUNT_CODE

16

CEC_KEY_CONFERENCE

17

CEC_LOCKOUT

18

CEC_MAINTENANCE

19

CEC_NETWORK_CONGESTION

20

CEC_NETWORK_NOT_OBTAINABLE

21

CEC_NEW_CALL

22

CEC_NO_AVAILABLE_AGENTS

23

CEC_OVERRIDE

24

CEC_PARK

25

CEC_OVERFLOW

26

CEC_RECALL

27

CEC_REDIRECTED

28

CEC_REORDER_TONE

29

CEC_RESOURCES_NOT_AVAILABLE

30

CEC_SILENT_MONITOR

31

CEC_TRANSFER

32

CEC_TRUNKS_BUSY

33

CEC_VOICE_UNIT_INITIATOR

34

CEC_TIME_OUT

35

CEC_NEW_CALL_INTERFLOW

36

CEC_SIMULATION_INIT_REQUEST

37

CEC_SIMULATION_RESET_REQUEST

38

CEC_CTI_LINK_DOWN

39

CEC_PERIPHERAL_RESET_REQUEST

40

CEC_MD110_CONFERENCE_TRANSFER

41

CEC_REMAINS_IN_Q

42

CEC_SUPERVISOR_ASSIST

43

CEC_EMERGENCY_CALL

44

CEC_SUPERVISOR_CLEAR

45

CEC_SUPERVISOR_MONITOR

46

CEC_SUPERVISOR_WHISPER

47

CEC_SUPERVISOR_BARGE_IN

48

CEC_SUPERVISOR_INTERCEPT

49

CEC_CALL_PARTY_UPDATE_IND

50

CEC_CONSULT

51

CEC_NIC_CALL_CLEAR

52

Extended Call Cleared Event Causes

EventCause

Value

CECX_ABAND_NETWORK

1001

CECX_ABAND_LOCAL_QUEUE

1002

CECX_ABAND_RING

1003

CECX_ABAND_DELAY

1004

CECX_ABAND_INTERFLOW

1005

CECX_ABAND_AGENT_TERMINAL

1006

CECX_SHORT

1007

CECX_BUSY

1008

CECX_FORCED_BUSY

1009

CECX_DROP_NO_ANSWER

1010

CECX_DROP_BUSY

1011

CECX_DROP_REORDER

1012

CECX_DROP_HANDLED_PRIMARY_ROUTE

1013

CECX_DROP_HANDLED_OTHER

1014

CECX_REDIRECTED

1015

CECX_CUT_THROUGH

1016

CECX_INTRAFLOW

1017

CECX_INTERFLOW

1018

CECX_RING_NO_ANSWER

1019

CECX_INTERCEPT_REORDER

1020

CECX_INTERCEPT_DENIAL

1021

CECX_TIME_OUT

1022

CECX_VOICE_ENERGY

1023

CECX_NONCLASSIFIED_ENERGY_DETECT

1024

CECX_NO_CUT_THROUGH

1025

CECX_UABORT

1026

CECX_FAILED_SOFTWARE

1027

CECX_BLIND_TRANSFER

1028

CECX_ANNOUNCED_TRANSFER

1029

CECX_CONFERENCED

1030

CECX_DUPLICATE_TRANSFER

1031

CECX_UNMONITORED_DEVICE

1032

CECX_ANSWERING_MACHINE

1033

CECX_NETWORK_BLIND_TRANSFER

1034

CECX_TASK_ABANDONED_IN_ROUTER

1035

CECX_TASK_ABANDONED_BEFORE_OFFERED

1036

CECX_TASK_ABANDONED_WHILE_OFFERED

1037

CECX_NORMAL_END_TASK

1038

CECX_CANT_OBTAIN_TASK_ID

1039

CECX_AGENT_LOGGED_OUT_DURING_TASK

1040

CECX_MAX_TASK_LIFETIME_EXCEEDED

1041

CECX_APPLICATION_PATH_WENT_DOWN

1042

CECX_ICM_ROUTING_COMPLETE

1043

CECX_ICM_ROUTING_DISABLED

1044

CECX_APPL_INVALID_MRD_ID

1045

CECX_APPL_INVALID_DIALOGUE_ID

1056

CECX_APPL_DUPLICATE_DIALOGUE_ID

1047

CECX_APPL_INVALID_INVOKE_ID

1048

CECX_APPL_INVALID_SCRIPT_SELECTOR

1049

CECX_APPL_TERMINATE_DIALOGUE

1050

CECX_TASK_ENDED_DURING_APP_INIT

1051

CECX_CALLED_PARTY_DISCONNECTED

1052

CECX_PARTIAL_CALL

1053

CECX_DROP_NETWORK_CONSULT

1054

CECX_NETWORK_CONSULT_TRANSFER

1055

CECX_NETWORK_CONFERENCE

1056

CECX_ABAND_NETWORK_CONSULT

1057

DeviceIDType Values

This table shows the DeviceIDType values.

DeviceIDType Values

Device ID Type

Description

Value

DEVID_NONE

No device ID is provided.

0xffff

DEVID_DEVICE_IDENTIFIER

The provided device ID identifies a peripheral teleset (extension).

0

DEVID_TRUNK_IDENTIFIER

The provided device ID identifies a peripheral Trunk.

70

DEVID_TRUNK_GROUP_ IDENTIFIER

The provided device ID identifies a peripheral Trunk Group.

71

DEVID_IP_PHONE_MAC_ IDENTIFIER

The provided device ID identifiers the MAC address of an IP phone (Unified CCX ONLY).

72

DEVID_CTI_PORT

The provided device ID identifiers a CTI PORT (Unified CCX ONLY).

73

DEVID_ROUTE_POINT

The provided device ID identifies a ROUTE POINT.

74

DEVID_EXTERNAL

The provided device ID is an ANI number or some other external identifier.

75

DEVID_AGENT_DEVICE

The provided device ID is the ID of an AGENT Device (phone).

76

DEVID_QUEUE

The provided device ID is the ID of a QUEUE.

77

DEVID_NON_ACD_DEVICE_ IDENTIFIER

The provided device ID identifies a peripheral telset (extension) that is classified as being a non-ACD extension.

78

DEVID_SHARED_DEVICE_ IDENTIFIER

The provided device ID identifies a peripheral telset (extension) that is classified as being a shared line (0 or more telsets share this extension).

79

CallType Values

This table shows the CallType values.

CallType Values

CallType

Description

Value

CALLTYPE_ACD_IN

Inbound ACD call.

1

CALLTYPE _PREROUTE_ ACD_IN

Translation routed inbound ACD call.

2

CALLTYPE _PREROUTE_ DIRECT_AGENT

Translation routed call to a specific agent.

3

CALLTYPE _TRANSFER_IN

Transferred inbound call.

4

CALLTYPE _OVERFLOW_IN

Overflowed inbound call.

5

CALLTYPE _OTHER_IN

Inbound call.

6

CALLTYPE _AUTO_OUT

Automatic out call.

7

CALLTYPE _AGENT_OUT

Agent out call.

8

CALLTYPE _OUT

Outbound call.

9

CALLTYPE _AGENT_INSIDE

Agent inside call.

10

CALLTYPE _OFFERED

Blind transferred call.

11

CALLTYPE _CONSULT

Consult call.

12

CALLTYPE _CONSULT_ OFFERRED

Announced transferred call.

13

CALLTYPE _CONSULT_ CONFERENCE

Conferenced consult call.

14

CALLTYPE _CONFERENCE

Conference call.

15

CALLTYPE_UNMONITORED

Inside or outbound call for which no call events will be received.

16

CALLTYPE_PREVIEW

Automatic out call in which the agent is given the option to proceed to dial a contact.

17

CALLTYPE_RESERVATION

Call made to reserve an agent for some other function.

18

CALLTYPE_ASSIST

Call to supervisor for assistance.

19

CALLTYPE_EMERGENCY

Emergency call.

20

CALLTYPE_SUPERVISOR_ MONITOR

Supervisor silently monitoring call.

21

CALLTYPE_SUPERVISOR_ WHISPER

Supervisor monitoring call, agent can hear supervisor.

22

CALLTYPE_SUPERVISOR_ BARGEIN

Supervisor conferenced into call.

23

CALLTYPE_SUPERVISOR_ INTERCEPT

Supervisor replaces agent on call.

24

CALLTYPE_TASK_ROUTED_BY_ICM

Task routed by Unified CCE

25

CALLTYPE_TASK_ROUTED_BY_APPLICATION

Task routed by application

26

CALLTYPE_NON_ACD

Agent call that is a non-ACD routed call.

27

RESERVATION_PREVIEW

Call type for Outbound Option Reservation calls for Preview mode.

27

RESERVATION_PREVIEW_DIRECT

Call type for Outbound Option Reservation calls for Direct Preview mode.

28

RESERVATION_PREDICTIVE

Call type for Outbound Option Reservation calls for Predictive mode and Progressive mode.

29

RESERVATION_CALLBACK

Call type for Outbound Option Reservation calls for Callback calls.

30

RESERVATION_PERSONAL_CALLBACK

Call type for Outbound Option Reservation calls for Personal Callback calls.

31

CUSTOMER_PREVIEW

Call type for Outbound Option Customer calls for Preview mode.

32

CUSTOMER_PREVIEW_DIRECT

Call type for Outbound Option

Customer calls for Direct Preview

33

CUSTOMER_PREDICTIVE

Call type for Outbound Option Customer calls for Predictive mode and Progreassive modefor agentbased campaigns.

34

CUSTOMER_CALLBACK

Call type for Outbound Option Customer calls for callback calls.

35

CUSTOMER_PERSONAL

Call type for Outbound Option Customer calls for personal callback calls.

36

CUSTOMER_IVR

Call type for Outbound Option Customer calls for Transfer to IVR campaigns.

37

CALLTYPE_NON_ACD

Agent call that is a non-ACD call.

38

CALLTYPE_PLAY_AGENT_GREETING

An agent greeting route request.

39

CALLTYPE_RECORD_AGENT_GREETING

Record agent greeting call initiated by AGENT_GREETING_CONTROL_REQ.

40

CALLTYPE_VOICE_CALL_BACK

Voice callback using the Agent Request API.

41

ConnectionDeviceIDType Values

This table shows the possible ConnectionDeviceIDType values.

ConnectionDeviceIDType Values

ConnectionDevice IDType

Description

Value

CONNECTION_ID_ NONE

No ConnectionDeviceID is provided.

0xffff

CONNECTION_ID_ STATIC

The ConnectionDeviceID value is stable over time (between calls).

0

CONNECTION_ID_ DYNAMIC

The ConnectionDeviceID value is dynamic and may change between calls.

1

LineType Values

This table shows the possible LineType values.

LineType Values

LineType

Description

Value

LINETYPE_INBOUND_ ACD

Line used for inbound ACD calls.

0

LINETYPE_OUTBOUND_ACD

Line used for outbound ACD calls.

1

LINETYPE_INSIDE

Line used for inside calls.

2

LINETYPE_UNKNOWN

Line used for any purpose.

3

LINETYPE_SUPERVISOR

Line used for supervisor calls.

4

LINETYPE_MESSAGE

Line used for voice messages.

5

LINETYPE_HELP

Line used for assistance.

6

LINETYPE_OUTBOUND

Line used for outbound non-ACD calls.

7

LINETYPE_DID

Line used for direct inward dialed calls.

8

LINETYPE_SILENT_ MONITOR

Line used for silent monitor.

9

LINETYPE_NON_ACD_IN

Line used for inbound non-ACD calls.

10

LINETYPE_NON_ACD_OUT

Line used for outbound non-ACD calls.

11

ControlFailureCode Values

This table shows the possible ControlFailureCode values.

ControlFailureCode Values

FailureCode

Description

Value

CF_GENERIC_UNSPECIFIED

An error has occurred that is not one of the following error types.

0

CF_GENERIC_OPERATION

An operation error occurred (no specific details available).

1

CF_REQUEST_ INCOMPATIBLE_WITH_ OBJECT

The request is not compatible with the object.

2

CF_VALUE_OUT_OF_ RANGE

The parameter has a value that is not in the range defined for the server.

3

CF_OBJECT_NOT_KNOWN

The parameter has a value that is not known to the server.

4

CF_INVALID_CALLING_ DEVICE

The calling device is invalid.

5

CF_INVALID_CALLED_ DEVICE

The called device is invalid

6

CF_INVALID_FORWARDING_ DESTINATION

The forwarding destination device is invalid.

7

CF_PRIVILEGE_VIOLATION_ ON_SPECIFIED_DEVICE

The specified device is not authorized for the service.

8

CF_PRIVILEGE_VIOLATION_ ON_CALLED_DEVICE

The called device is not authorized for the service.

9

CF_PRIVILEGE_VIOLATION_ ON_CALLING_DEVICE

The calling device is not authorized for the service.

10

CF_INVALID_CSTA_CALL_ IDENTIFIER

The call identifier is invalid.

11

CF_INVALID_CSTA_DEVICE_ IDENTIFIER

The device identifier is invalid.

12

CF_INVALID_CSTA_ CONNECTION_IDENTIFIER

The connection identifier is invalid.

13

CF_INVALID_DESTINATION

The request specified a destination that is invalid.

14

CF_INVALID_FEATURE

The request specified a feature that is invalid.

15

CF_INVALID_ALLOCATION_ STATE

The request specified an allocation state that is invalid.

16

CF_INVALID_CROSS_REF_ID

The request specified a cross- reference ID that is not in use at this time.

17

CF_INVALID_OBJECT_TYPE

The request specified an invalid object type.

18

CF_SECURITY_VIOLATION

Security error (no specific details available).

19

CF_GENERIC_STATE_ INCOMPATIBILITY

The request is not compatible with the condition of a related device.

21

CF_INVALID_OBJECT_STATE

The object is in the incorrect state for the request.

22

CF_INVALID_CONNECTION_ ID_FOR_ACTIVE_CALL

The active connection ID in the request is invalid.

23

CF_NO_ACTIVE_CALL

There is no active call for the request.

24

CF_NO_HELD_CALL

There is no held call for the request.

25

CF_NO_CALL_TO_CLEAR

There is no call associated with the given connection ID.

26

CF_NO_CONNECTION_TO_ CLEAR

There is no call connection for the given connection ID.

27

CF_NO_CALL_TO_ANSWER

There is no alerting call to be answered.

28

CF_NO_CALL_TO_ COMPLETE

There is no active call to be completed.

29

CF_GENERIC_SYSTEM_ RESOURCE_AVAILABILITY

The request failed due to lack of system resources (no specific details available).

31

CF_SERVICE_BUSY

The service is temporarily unavailable.

32

CF_RESOURCE_BUSY

An internal resource is busy.

33

CF_RESOURCE_OUT_OF_ SERVICE

The service requires a resource that is out of service.

34

CF_NETWORK_BUSY

The server sub-domain is busy.

35

CF_NETWORK_OUT_OF_ SERVICE

The server sub-domain is out of service.

36

CF_ OVERALL_MONITOR_ LIMIT_EXCEEDED

The request would exceed the server’s overall resource limits.

37

CF_CONFERENCE_MEMBER_ LIMIT_EXCEEDED

The request would exceed the server’s limit on the number of conference members.

38

CF_ GENERIC_SUBSCRIBED_ RESOURCE_AVAILABILITY

The request failed due to lack of purchased or contracted resources (no specific details available).

41

CF_ OBJECT_MONITOR_ LIMIT_EXCEEDED

The request would exceed the server’s specific resource limits.

42

CF_ EXTERNAL_TRUNK_ LIMIT_EXCEEDED

The request would exceed the limit of external trunks.

43

CF_ OUTSTANDING_ REQUEST_LIMIT_EXCEEDED

The request would exceed the limit of outstanding requests.

44

CF_GENERIC_ PERFORMANCE_ MANAGEMENT

The request failed as a performance management mechanism (no specific details available).

51

CF_PERFORMANCE_LIMIT_ EXCEEDED

The request failed because a performance management limit was exceeded.

52

CF_ SEQUENCE_NUMBER_ VIOLATED

The server has detected an error in the sequence number of the operation.

61

CF_ TIME_STAMP_ VIOLATED

The server has detected an error in the time stamp of the operation.

62

CF_ PAC_VIOLATED

The server has detected an error in the PAC of the operation.

63

CF_ SEAL_VIOLATED

The server has detected an error in the Seal of the operation.

64

CF_ GENERIC_UNSPECIFIED_ REJECTION

The request has been rejected (no specific details available).

70

CF_ GENERIC_OPERATION_ REJECTION

The requested operation has been rejected (no specific details available).

71

CF_ DUPLICATE_ INVOCATION_REJECTION

The request duplicated another request for the same service.

72

CF_ UNRECOGNIZED_ OPERATION_REJECTION

The request specified an unrecognized operation.

73

CF_MISTYPED_ARGUMENT_ REJECTION

The request contained a parameter of the wrong type for the requested operation.

74

CF_ RESOURCE_LIMITATION_ REJECTION

The request would have exceeded a resource limitation.

75

CF_ ACS_HANDLE_ TERMINATION_REJECTION

The request specified an ACS handle that is no longer in use.

76

CF_ SERVICE_ TERMINATION_REJECTION

The request failed because the required service has been terminated.

77

CF_ REQUEST_TIMEOUT_ REJECTION

The request failed because a timeout limit was exceeded.

78

CF_REQUESTS_ON_DEVICE_ EXCEEDED_REJECTION

The request would have exceeded the limits of the device.

79

Extended Control Failure Codes

FailureCode

Description

Value

CF_INVALID_AGENT_ID_ SPECIFIED

The request specified an invalid AgentID.

256

CF_INVALID_PASSWORD_ SPECIFIED

The request specified an invalid agent password.

257

CF_INVALID_AGENT_ID_ OR_PASSWORD_SPECIFIED

The request specified an invalid AgentID and/or invalid agent password.

258

CF_SPECIFIED_AGENT_ ALREADY_SIGNED_ON

The request failed because the specified agent is already logged in.

259

CF_INVALID_LOGON_ DEVICE_SPECIFIED

The request specified an invalid logon device.

260

CF_INVALID_ANSWERING_ DEVICE_SPECIFIED

The request specified an invalid answering device.

261

CF_INVALID_SKILL_ GROUP_SPECIFIED

The request specified an invalid agent skill group.

262

CF_INVALID_CLASS_OF_ SERVICE_SPECIFIED

The request specified an invalid class of service.

263

CF_INVALID_TEAM_ SPECIFIED

The request specified an invalid team.

264

CF_INVALID_AGENT_ WORKMODE

The request specified an invalid agent work mode.

265

CF_INVALID_AGENT_ REASON_CODE

The request specified an invalid agent reason code.

266

CF_ADJUNCT_SWITCH_ COMM_ERROR

A communication error occurred on the datalink between the Unified CCE and the ACD.

267

CF_AGENT_NOT_PARTY_ ON_CALL

The specified agent is not a party on the indicated call.

268

CF_INTERNAL_ PROCESSING_ERROR

An internal error occurred in the ACD while processing the request.

269

CF_TAKE_CALL_CONTROL_ REJECTION

The ACD refused an Unified CCE request to take control of a call.

270

CF_TAKE_DOMAIN_ CONTROL_REJECTION

The ACD refused an Unified CCE request to take control of a domain.

271

CF_REQUESTED_SERVICE_ NOT_REGISTERED

The Unified CCE is not registered on the ACD for the requested service.

272

CF_INVALID_CONSULT_ TYPE

The consult type is invalid.

273

CF_ANSMAP_OR_ ADPARAM_FIELD_NOT_VALID

The Ansmap or Asparam field are not valid.

274

CF_INVALID_CALL_ CONTROL_TABLE_ SPECIFIED

The call control table is invalid.

275

CF_INVALID_DIGITS_ RNATIMEOUT_AMSDELAY_ OR_COUNTRY

276

CF_ANSWER_DETECT_ PORT_UNAVAILABLE

277

CF_VIRTUAL_AGENT_ UNAVAILABLE

278

CF_TAKEBACK_N_XFER_ ROUTE_END

279

CF_WRAPUP_DATA_ REQUIRED

280

CF_REASON_CODE_ REQUIRED

281

CF_INVALID_TRUNK_ID_ SPECIFIED

282

CF_SPECIFIED_EXTENSION_ ALREADY_IN_USE

283

CF_ARBITRARY_CONF_OR_ XFER_NOT_SUPPORTED

284

CF_NETWORK_TRANSFER_OR_ CONSULT

285

CF_NETWORK_TRANSFER_OR_ CONSULT_FAILED

286

CF_DEVICE_RESTRICTED

287

CF_LINE_RESTRICTED

288

CF_AGENT_ACCOUNT_ LOCKED_OUT

289

CF_DROP_ANY_PARTY_NOT_ ENABLED_CTI

290

CF_MAXIMUM_LINE_LIMIT_ EXCEEDED

291

CF_SHARED_LINES_NOT_ SUPPORTED

292

CF_EXTENSION_NOT_UNIQUE

293

CF_UNKNOWN_ INTERFACE_ CTRLR_ID

The Interface Controller ID is unknown.

1001

CF_INVALID_INTERFACE_ CTRLR_TYPE

The Interface Controller type is invalid.

1002

CF_SOFTWARE_REV_NO_ SUPPORTED

The current software revision is not supported.

1003

CF_UNKNOWN_PID

The PeripheralID is unknown.

1004

CF_INVALID_TABLE_ SPECIFIED

An invalid table was specified.

1005

CF_PD_SERVICE_INACTIVE

The peripheral data service is not active.

1006

CF_UNKNOWN_ROUTING_ CLIENT_ID

The RoutingClientID is unknown.

1007

CF_RC_SERVICE_ INACTIVATE

The routing client service is not active.

1008

CF_INVALID_DIALED_ NUMBER

The dialed number is invalid.

1009

CF_INVALID_PARAMETER

A parameter in the request is invalid.

1010

CF_UNKNOWN_ROUTING_ PROBLEM

An unspecified error occurred during routing.

1011

CF_UNSUPPORTED_PD_ MESSAGE_REVISION

The requested peripheral data service protocol version is not supported.

1012

CF_UNSUPPORTED_RC_ MESSAGE_REVISION

The requested routing client service protocol version is not supported.

1013

CF_UNSUPPORTED_IC_ MESSAGE_REVISION

The requested interface controller service protocol version is not supported.

1014

CF_RC_SERVICE_ INACTIVATE_PIM

The peripheral interface is not active.

1015

CF_AGENT_GREETING_CONTROL_OPERATION_FAILURE

This error occurs if AGENT_GREETING_CONTROL_REQ request fails.

Notes: All detailed errors are defined as Peripheral Error Codes.

1016

AllocationState Values

This table shows the AllocationState values.

AllocationState Values

AllocationState

Description

Value

ALLOC_CALL_ DELIVERED

Connect call to originating device when call is delivered (alerting).

0

ALLOC_CALL_ ESTABLISHED

Connect call to originating device when call is established (answered).

1

ForwardType Values

This table shows the ForwardType values.

FowardType Values

ForwardType

Description

Value

FWT_IMMEDIATE

Forward all calls.

0

FWT_BUSY

Forward only when busy.

1

FWT_NO_ANS

Forward after no answer.

2

FWT_BUSY_INT

Forward on busy for internal calls.

3

FWT_BUSY_EXT

Forward on busy for external calls.

4

FWT_NO_ANS_INT

Forward after no answer for internal calls.

5

FWT_NO_ANS_EXT

Forward after no answer for external calls.

6

TypeOfDevice Values

This table shows the TypeOfDevice values.

TypeOfDevice Values

TypeOfDevice

Description

Value

DEVT_STATION

A traditional telephone device, consisting of one or more buttons and one or more lines.

0

DEVT_LINE

A communications interface to one or more stations.

1

DEVT_BUTTON

An instance of a call manipulation point at an individual station.

2

DEVT_ACD

A mechanism that distributes calls.

3

DEVT_TRUNK

A device used to access other switching domains.

4

DEVT_OPERATOR

A device that interacts with a call party to assist in call setup or provide other telecommunications service.

5

DEVT_STATION_ GROUP

Two or more stations used interchangeably or addressed identically.

16

DEVT_LINE_GROUP

A set of communications interfaces to one or more stations.

17

DEVT_BUTTON_ GROUP

Two or more instances of a call manipulation point at an individual station.

18

DEVT_ACD_GROUP

A call distributor device as well as the devices to which it distributes calls.

19

DEVT_TRUNK_ GROUP

A set of trunks providing connectivity to the same place. Individual trunks within the group may be used interchangeably.

20

DEVT_OPERATOR_ GROUP

Two or more operator devices used interchangeably or addressed identically.

21

DEVT_CTI_PORT_ SCCP

A CTI port on a Unified CM device.

22

DEVT_CTI_PORT_SIP

A CTI port on a SIP device.

23

DEVT_OTHER

A device that does not fall into any of the preceding categories.

255

ClassOfDevice Values

This table shows the ClassOfDevice values.

ClassOfDevice Values

ClassOfDevice

Description

Value

DEVC_OTHER

A class of device not covered by the following image, data, or voice classes.

10x

DEVC_IMAGE

A device that is used to make digital data calls involving imaging or high speed circuit switched data in general.

20x

DEVC_DATA

A device that is used to make digital data calls (both circuit switched and packet switched).

40x

DEVC_VOICE

A device that is used to make audio calls.

80x

CallPlacementType Values

This table shows the CallPlacementType values.

CallPlacementType Values

CallPlacementType

Description

Value

CPT_UNSPECIFIED

Use default call placement.

0

CPT_LINE_CALL

An inside line call.

1

CPT_OUTBOUND

An outbound call.

2

CPT_OUTBOUND_NO_ ACCESS_CODE

An outbound call that will not require an access code.

3

CPT_DIRECT_POSITION

A call placed directly to a specific position.

4

CPT_DIRECT_AGENT

A call placed directly to a specific agent.

5

CPT_SUPERVISOR_ASSIST

A call placed to a supervisor for call handling assistance.

6

CallMannerType Values

This table shows the CallMannerType values.

CallMannerType Values

CallMannerType

Description

Value

CMT_UNSPECIFIED

Use default call manner.

0

CMT_POLITE

Attempt the call only if the originating device is idle.

1

CMT_BELLIGERENT

The call should always be attempted, disconnecting any currently active call.

2

CMT_SEMI_POLITE

Attempt the call only if the originating device is idle or is receiving dial tone.

3

CMT_RESERVED

Reserved

4

CallOption Values

This table shows the CallOption values.

CallOption Values

CallOption

Description

Value

COPT_UNSPECIFIED

No call options specified, use defaults.

0

COPT_CALLING_ AGENT_ONLINE

Attempt the call only if the calling agent is “online” (available to interact with the destination party).

1

COPT_CALLING_ AGENT_RESERVED

Obsolete with DMS-100.

2

COPT_CALLING_ AGENT_NOT_ RESERVED

Obsolete with DMS-100.

3

COPT_CALLING_ AGENT_BUZZ_BASE

Obsolete with DMS-100.

4

COPT_CALLING_ AGENT_BEEP_HSET

Obsolete with DMS-100.

5

COPT_SERVICE_ CIRCUIT_ON

Causes a call classifier to be applied to the call (ACM ECS).

6

ConsultType Values

This table shows the ConsultType values.

ConsultType Values

ConsultType

Description

Value

CT_UNSPECIFIED

Default (consult call).

0

CT_TRANSFER

Consult call prior to transfer.

1

CT_CONFERENCE

Consult call prior to conference.

2

FacilityType Values

This table shows the FacilityType values.

FacilityType Values

FacilityType

Description

Value

FT_UNSPECIFIED

Use default facility type.

0

FT_TRUNK_GROUP

Facility is a trunk group.

1

FT_SKILL_GROUP

Facility is a skill group or split.

2

AnsweringMachine Values

This table shows the AnsweringMachine values.

AnsweringMachine Values

AnsweringMachine

Description

Value

AM_UNSPECIFIED

Use default behavior.

0

AM_CONNECT

Connect call to agent when call is answered by an answering machine.

1

AM_DISCONNECT

Disconnect call when call is answered by an answering machine.

2

AM_NONE

Do not use answering machine detection.

3

AM_NONE_NO_ MODEM

Do not use answering machine detection, but disconnect call if answered by a modem.

4

AM_CONNECT_NO_MODEM

Connect call when call is answered by an answering machine, disconnect call if answered by a modem.

5

AnswerDetectMode Values

This table shows the AnswerDetectMode values.

AnswerDetectMode Values

AnswerDetectMode

Description

Value

ADM_UNSPECIFIED

Use default behavior.

0

ADM_VOICE_ THRESHOLD

Report call answered by an answering machine when initial voice duration exceeds time threshold.

1

ADM_VOICE_END

Report call answered by an answering machine when initial voice segment ends.

2

ADM_VOICE_END_ DELAY

Report call answered by an answering machine after a fixed delay following the end of the initial voice segment.

3

ADM_VOICE_AND_ BEEP

Report call answered by an answering machine after a beep tone following the end of the initial voice segment (excluding beep tone without any preceding voice).

4

ADM_BEEP

Report call answered by an answering machine after a beep tone following the end of the initial voice segment (including beep tone without any preceding voice).

5

AgentWorkMode Values

This table shows the AgentWorkMode values.

AgentWorkMode Values

AgentWorkMode

Description

Value

AWM_UNSPECIFIED

Use default behavior.

0

AWM_AUTO_IN

Agent automatically becomes available after handling a call.

1

AWM_MANUAL_IN

Agent must explicitly indicate availability after handling a call.

2

RA_CALL_BY_CALL

Remote agent Call by Call mode.

3

RA_NAILED_ CONNECTION

Remote agent NailedUp mode.

4

DestinationCountry Values

This table shows the DestinationCountry values.

DestinationCountry Values

DestinationCountry

Description

Value

DEST_UNSPECIFIED

Unspecified or unknown, use default behavior.

0

DEST_US_AND_ CANADA

Call destination is in the United States or Canada.

1

CTI Service Masks

This table shows the CTIService masks.

CTI Service Masks

MaskName

Description

Value

CTI_SERVICE_ DEBUG

Causes all messages exchanged during the current session to be captured to a file for later analysis.

0x80000000

CTI_SERVICE_ CLIENT_ EVENTS

Client receives call and agent state change events associated with a specific ACD phone.

0x00000001

CTI_SERVICE_CALL_ DATA_UPDATE

Client may modify call context data.

0x00000002

CTI_SERVICE_ CLIENT_CONTROL

Client may control calls and agent states associated with a specific ACD phone.

0x00000004

CTI_SERVICE_ CONNECTION_ MONITOR

Establishment and termination of this session cause corresponding Unified CCE Alarm events to be generated.

0x00000008

CTI_SERVICE_ALL_ EVENTS

Client receives all call and agent state change events (associated with any ACD phone).

0x00000010

CTI_SERVICE_ PERIPHERAL_ MONITOR

Client may dynamically add and remove devices and/or calls that it wishes to receive call and agent state events for.

0x00000020

CTI_SERVICE_ CLIENT_MONITOR

Client receives notification when all other CTI client sessions are opened and closed, and may monitor the activity of other CTI client sessions.

0x00000040

CTI_SERVICE_ SUPERVISOR

Client may request supervisor services.

0x00000080

CTI_SERVICE_ SERVER

Client identify itself as server application.

0x00000100

CTI_SERVICE_ AGENT_REPORTING

Client may reporting/routing ARM(Agent Reporting And Management) messages.

0x00000400

CTI_SERVICE_ALL_ TASK_EVENTS

Client receives all task events.

0x00000800

CTI_SERVICE_ TASK_MONITOR

Client receives monitored task events.

0x00001000

CTI_AGENT_STATE_CONTROL_ONLY

Client can change agent state only. Call control is not allowed. If a client requests for CTI_SERVICE_ CLIENT_CONTROL, the server may grant this flag to indicate that only agent state change is allowed.

0x00002000

Unused

0x00004000

CTI_DEVICE_STATE_CONTROL

The client/server wishes to register and get resource state change requests.

0x00008000

CTI_SERVICE_ UPDATE_EVENTS

Requests that this client receive update notification events. (No data)

0x00080000

CTI_SERVICE_ IGNORE_ DUPLICATE_ AGENT_EVENTS

Request to suppress duplicate agent state events.

0x00100000

CTI_SERVICE_ IGNORE_CONF

Do not send confirmations for third party requests.

0x00200000

CTI_SERVICE_ACD_ LINE_ONLY

Request that events for non-ACD lines not be sent. (Unified CCE only)

0x00400000

Disposition Code Values

This table shows the Disposition Code values.

Disposition Code Values

Disposition Code

Meaning

1

Abandoned in Network

2

Abandoned in Local Queue

3

Abandoned Ring

4

Abandoned Delay

5

Abandoned Interflow

6

Abandoned Agent Terminal

7

Short

8

Busy

9

Forced Busy

10

Disconnect/drop no answer

11

Disconnect/drop busy

12

Disconnect/drop reorder

13

Disconnect/drop handled primary route

14

Disconnect/drop handled other

15

Redirected

16

Cut Through

17

Intraflow

18

Interflow

19

Ring No Answer

20

Intercept reorder

21

Intercept denial

22

Time Out

23

Voice Energy

24

Non-classified Energy Detected

25

No Cut Through

26

U-Abort

27

Failed Software

28

Blind Transfer

29

Announced Transfer

30

Conferenced

31

Duplicate Transfer

32

Unmonitored Device

33

Answering Machine

34

Network Blind Transfer

35

Task Abandoned in Router

36

Task Abandoned Before Offered

37

Task Abandoned While Offered

38

Normal End Task

39

Can't Obtain Task ID

40

Agent Logged Out During Task

41

Maximum Task Lifetime Exceeded

42

Application Path Went Down

43

Unified CCE Routing Complete

44

Unified CCE Routing Disabled

45

Application Invalid MRD ID

46

Application Invalid Dialogue ID

47

Application Duplicate Dialogue ID

48

Application Invalid Invoke ID

49

Application Invalid Script Selector

50

Application Terminate Dialogue

51

Task Ended During Application Init

52

Called Party Disconnected

53

Partial Call

54

Drop Network Consult

55

Network Consult Transfer

57

Abandon Network Consult

58

Router Requery Before Answer

59

Router Requery After Answer

60

Network Error

61

Network Error Before Answer

62

Network Error After Answer

63

Task Transfer

64

Application Disconnected

65

Task Transferred on Agent Logout

Agent Service Request Masks

This table shows the Agent Service Request masks.

Agent Service Request Masks

DestinationCountry

Description

Value

OUTBOUND_SUPPORT

The agent login can support outbound feature.

0x1

Silent Monitor Status Values

This table shows the Silent Monitor Status Values.

Silent Monitor Status Values

DestinationCountry

Description

Value

SILENT_MONITOR_ NONE

Normal call (non-silent monitor call).

0

SILENT_MONITOR_ INITIATOR

Initiator of silent monitor call.

1

SILENT_MONITOR_ TARGET

Monitor target of silent monitor call.

2

Agent Internal States Message Values

This table shows the Agent’s Internal States and their Message Values.

Agent’s Internal States and their Status Values

State Name

Description

Value

AGENT_STATE_LOGIN

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

0

AGENT_STATE_LOGOUT

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

1

AGENT_STATE_NOT_READY

The agent is unavailable for any call work.

2

AGENT_STATE_AVAILABLE

The agent is ready to accept a call.

3

AGENT_STATE_TALKING

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

4

AGENT_STATE_WORK_NOT_READY

The agent is performing after call work, but will not be ready to receive a call when completed.

5

AGENT_STATE_WORK_READY

The agent is performing after call work, but will be ready to receive a call when completed.

6

AGENT_STATE_BUSY_OTHER

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

7

AGENT_STATE_ACTIVE

The agent state is currently active.

11

TaskState Values

This table shows the TaskState values that may appear in SNAPSHOT_TASK_RESP messages.

TaskState Values

State Name

Description

Value

TASK_STATE_PRE_CALL

Pre Call Message has been sent to client.

0

TASK_STATE_ACTIVE

Task is actively being worked on; Start Task has been received for this task.

1

TASK_STATE_WRAPUP

Wrap up task has been received for this task.

2

TASK_STATE_PAUSED

Task is paused; Pause Task has been received for this task.

3

TASK_STATE_OFFERED

Offer Task has been received for this task.

4

ASK_STATE_INTERRUPTED

Task is interrupted; Agent Interrupt Accepted Ind is received.

5

TASK_STATE_NOT_READY

Not used.

6

TASK_STATE_LOGGED_OUT

Task is terminated.

7

Chapter 7. Changes and Additions

- Protocol Version 21

- Protocol Version 20

- Protocol Version 19

- Protocol Version 18

- Protocol Version 17

- Protocol Version 16

- Protocol Version 15

- Protocol Version 14

- Protocol Versions 10-13

- Protocol Version 9

- Protocol Version 8

- Protocol Version 7

- Protocol Version 6

- Protocol Version 5

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)).

- 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

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)).

- 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.

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).

Preface

- Change History

- About This Guide

- Audience

- Related Documents

- Obtaining Documentation and Submitting a Service Request

- Field Alerts and Field Notices

- Documentation Feedback

- Conventions

Change History

Change

See

Date

Initial Release of Document for Release 11.6(1)

August 2017

Added NumMRDs, FLTAgentMRDID, and FltAgentMRDState under CONFIG_AGENT_EVENT. Also, changed the protocol version in the Title of the document from 20 to 21.

Click Here

EventReasonCode is supported only for the Not Ready and Logged Off agent states.

Click Here

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

Message Types

Updated fields (Value, Data Type and Byte Size) of CONFIG_AGENT_EVENT and CONFIG_SERVICE_EVENT table. Also added and updated Protocol version 21.

Click Here

Click Here

Protocol Version 21

About This Guide

This manual describes the Customer Telephony Integration (CTI) Server message interface between Unified Contact Center Enterprise (Unified CCE) and application programs.

Audience

This manual is for system integrators and programmers who want to integrate C++ CTI client applications with Unified CCE.

Related Documents

Obtaining Documentation and Submitting a Service Request

For information on obtaining documentation, using the Cisco Bug Search Tool (BST), submitting a service request, and gathering additional information, see What's New in Cisco Product Documentation.

To receive new and revised Cisco technical content directly to your desktop, you can subscribe to the What's New in Cisco Product Documentation RSS feed. RSS feeds are a free service.

Field Alerts and Field Notices

Cisco can modify its products or determine key processes to be important. These changes are announced through use of the Cisco Field Alerts and Cisco Field Notices. You can register to receive Field Alerts and Field Notices through the Product Alert Tool on Cisco.com. This tool enables you to create a profile to receive announcements by selecting all products of interest.

Sign in www.cisco.com and then access the tool at Click Here .

Documentation Feedback

To provide comments about this document, send an email message to the following address: Click Here

We appreciate your comments.

Conventions

This document uses the following conventions:

Convention

Description

boldface font

Boldface font is used to indicate commands, such as user entries, keys, buttons, and folder and submenu names. For example:

- Choose Edit > Find.

- Click Finish.

italic font

Italic font is used to indicate the following:

- To introduce a new term. Example: A skill group is a collection of agents who share similar skills.

- A syntax value that the user must replace. Example: IF (condition, true-value, false-value)

- A book title. Example: See the Cisco Unified Contact Center Enterprise Installation and Upgrade Guide.

window font

Window font, such as Courier, is used for the following:

- Text as it appears in code or that the window displays. Example: <html><title>Cisco Systems, Inc. </title></html>

< >

Angle brackets are used to indicate the following:

- For arguments where the context does not allow italic, such as ASCII output.

- A character string that the user enters but that does not appear on the window such as a password.

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Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actual addresses and phone numbers. Any examples, command display output, network topology diagrams, and other figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses or phone numbers in illustrative content is unintentional and coincidental.

Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: Click Here . Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1110R)