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.