CTI Server Message Reference Guide(Protocol Version 24) for Cisco

Unified Contact Center Enterprise, Release 12.6(1)

First Published: 2021-05-14

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 CONTENTS

PREFACE Preface xiii

Change History xiii
About This Guide xiii
Audience xiv
Related Documents xiv
Communications, Services, and Additional Information xiv
Field Notice xiv
Documentation Feedback xv
Conventions xv

CHAPTER 1 CTI Server Overview 1

How CTI Server Works 1

Unified CCE Call Processing 2
Pre-Routed Normal Call 2
Translation Route Call 2
Post Route Call 3
Transfer Call 3
Conference Call 4
CTI Server Configurations 4
Simplex/Duplex Configuration 4
CTI Bridge Configuration 5
CTI Server Message Set 7

CHAPTER 2 CTI Client Application Guidelines 9

InvokeIDs 9
Heartbeat Messages 9

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Generic vs ACD-Specific Applications 10

Message Masks 10
Message Order 10
Definitions of Symbolic Constants 10
Side AB Selection TCPIP Connections 10
Alignment of Data Elements 11
CTI Operations During Unified CCE Failures 11

CHAPTER 3 Messaging Conventions 13

CTI Message Convention 13
Message Types 13
Data Types 28
MHDR Data Type 29
NAMEDVAR Data Type 29
NAMEDARRAY Data Type 30
TASKID Data Type 30
Message Formats 31
Floating Fields 31
Call Event Data 32
Device IDs 32
CTI Client History 33
Event Cause Codes 33
Call Identification 33
Failure Indication Messages 34

CHAPTER 4 Session Management 35

Configuring TCPIP Transport Services 35

Connection Management 35
Session Initialization 35
CTI Service Masks 36
OPEN_REQ Message 38
Unsolicited Call Event Message Masks 40
Agent State Masks 42
OPEN_CONF Message 43

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Session Maintenance 46
Session Termination 48
PG and CTI Server Graceful Shutdown 49
STANDBY_ACTIVE_EVENT Message 49
ACTIVE_MAINTENANCE_REQ Message 49
ACTIVE_MAINTENANCE_RESP Message 50
ACTIVE_MAINTENANCE_EVENT Message 50
STOPPING_REQUESTS_TO_THIS_SIDE_IND Message 51

CHAPTER 5 Application Level Interfaces 53

CTI Server Application Level Interfaces 53

Client Events Service 54
BEGIN_CALL_EVENT 56
END_CALL_EVENT 59
CALL_AGENT_GREETING_EVENT 60
CALL_DATA_UPDATE_EVENT 62
CALL_DELIVERED_EVENT 66
CALL_ESTABLISHED_EVENT 70
CALL_HELD_EVENT 73
CALL_RETRIEVED_EVENT 75
CALL_CLEARED_EVENT 76
CALL_CONNECTION_CLEARED_EVENT 77
CALL_ORIGINATED_EVENT 78
CALL_FAILED_EVENT 81
CALL_CONFERENCED_EVENT 82
CALL_TRANSFERRED_EVENT 86
CALL_DIVERTED_EVENT 89
CALL_SERVICE_INITIATED_EVENT 91
AGENT_STATE_EVENT 94
CALL_REACHED_NETWORK_EVENT 100
CALL_QUEUED_EVENT 102
CALL_DEQUEUED_EVENT 105
CALL_ATTRIBUTE_CHANGE_EVENT 108
AGENT_PRE_CALL_EVENT 109

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AGENT_PRE_CALL_ABORT_EVENT 113
RTP_STARTED_EVENT 114
RTP_STOPPED_EVENT 116
NETWORK_RECORDING_STARTED_EVENT 117
NETWORK_RECORDING_ENDED_EVENT 118
NETWORK_RECORDING_FAILED_EVENT 119
NETWORK_RECORDING_TARGET_INFO_EVENT 120
All Events Service 123
CALL_DELIVERED_EVENT 123
CALL_TRANSLATION_ROUTE_EVENT 123
Peripheral Monitor Service 125
MONITOR_START_REQ 126
MONITOR_STOP_REQ 128
CHANGE_MONITOR_MASK_REQ 129
Client Monitor Service 130
CLIENT_SESSION_OPENED_EVENT 131
CLIENT_SESSION_CLOSED_EVENT 132
SESSION_MONITOR_START_REQ 133
SESSION_MONITOR_STOP_REQ 135
Supervisor Service 136
SUPERVISE_CALL_REQ 136
EMERGENCY_CALL_REQ 140
EMERGENCY_CALL_EVENT 143
AGENT_TEAM_CONFIG_EVENT 144
LIST_AGENT_TEAM_REQ 146
MONITOR_AGENT_TEAM_START_REQ 147
MONITOR_AGENT_TEAM_STOP_REQ 148
Call Data Update Service 149
SET_CALL_DATA_REQ 149
RELEASE_CALL_REQ 153
SET_DEVICE_ATTRIBUTES_REQ 154
Miscellaneous Service 156
SYSTEM_EVENT 157
CLIENT_EVENT_REPORT_REQ 159

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USER_MESSAGE_REQ 160
USER_MESSAGE_EVENT 163
QUERY_AGENT_STATISTICS_REQ 163
QUERY_SKILL_GROUP_STATISTICS_REQ 175
REGISTER_VARIABLES_REQ 197
SET_APP_DATA_REQ 199
START_RECORDING_REQ 201
STOP_RECORDING_REQ 205
AGENT_DESK_SETTINGS_REQ 208
SET_AGENT_SERVICE_DATA_REQ 212

Connection Monitor Service 214

Client Control Service 214
QUERY_AGENT_STATE_REQ 216
SET_AGENT_STATE_REQ 222
ALTERNATE_CALL_REQ 226
ANSWER_CALL_REQ 228
CLEAR_CALL_REQ 229
CLEAR_CONNECTION_REQ 230
CONFERENCE_CALL_REQ 231
CONSULTATION_CALL_REQ 237
DEFLECT_CALL_REQ 242
HOLD_CALL_REQ 244
MAKE_CALL_REQ 245
MAKE_PREDICTIVE_CALL_REQ 249
RECONNECT_CALL_REQ 253
RETRIEVE_CALL_REQ 255
TRANSFER_CALL_REQ 256
QUERY_DEVICE_INFO_REQ 262
SNAPSHOT_CALL_REQ 267
SNAPSHOT_DEVICE_REQ 273
SEND_DTMF_SIGNAL_REQ 276
SUPERVISOR_ASSIST_REQ 278
EMERGENCY_CALL_REQ 280
BAD_CALL_REQ 284

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AGENT_GREETING_CONTROL_REQ 286
START_NETWORK_RECORDING_REQ 287
STOP_NETWORK_RECORDING_REQ 288
Server Service 290
REGISTER_SERVICE_REQ 290
UNREGISTER_SERVICE_REQ 291
Configuration Acquisition Messages 292
Configuration keys 292
Initial configuration acquisition 293
Update messages 293
Message Order 293
CONFIG_REQUEST_KEY_EVENT 293
CONFIG_KEY_EVENT 294
CONFIG_REQUEST_EVENT 295
CONFIG_BEGIN_EVENT 299
CONFIG_SERVICE_EVENT 300
CONFIG_SKILL_GROUP_EVENT 302
CONFIG_AGENT_EVENT 304
CONFIG_TERMINAL_EVENT 306
CONFIG_AGENT_DESK_SETTINGS_EVENT 307
CONFIG_PERIPHERAL_EVENT 310
CONFIG_DEVICE_EVENT 310
CONFIG_CALL_TYPE_EVENT 312
CONFIG_MRD_EVENT 312
CONFIG_AGENT_SERVICE_EVENT 313
CONFIG_END_EVENT 315

CHAPTER 6 Constants and Status Codes 317

In this chapter 318

Failure Indication Message Status Codes 319
SystemEventID Values 326
Special Values 327
Tag Values 328
AgentState Values 344

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PGStatusCode Values 345

PeripheralType Values 346
LocalConnectionState Values 347
EventCause Values 348
DeviceIDType Values 352
CallType Values 353
ConnectionDeviceIDType Values 356
LineType Values 356
ControlFailureCode Values 357
AllocationState Values 363
ForwardType Values 364
TypeOfDevice Values 364
ClassOfDevice Values 365
CallPlacementType Values 366
CallMannerType Values 366
CallOption Values 367
ConsultType Values 368
FacilityType Values 368
AnsweringMachine Values 368
AnswerDetectMode Values 369
AgentWorkMode Values 370
DestinationCountry Values 370
CTI Service Masks 371
Disposition Code Values 372
Agent Service Request Masks 375
Silent Monitor Status Values 375
Agent Internal States Message Values 375
TaskState Values 376
In this chapter 377
Failure Indication Message Status Codes 377
SystemEventID Values 384
Special Values 386
Tag Values 386
AgentState Values 402

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PGStatusCode Values 403

PeripheralType Values 404
LocalConnectionState Values 405
EventCause Values 406
DeviceIDType Values 410
CallType Values 411
ConnectionDeviceIDType Values 414
LineType Values 414
ControlFailureCode Values 415
AllocationState Values 421
ForwardType Values 422
TypeOfDevice Values 422
ClassOfDevice Values 423
CallPlacementType Values 424
CallMannerType Values 424
CallOption Values 425
ConsultType Values 426
FacilityType Values 426
AnsweringMachine Values 426
AnswerDetectMode Values 427
AgentWorkMode Values 428
DestinationCountry Values 428
CTI Service Masks 429
Disposition Code Values 430
Agent Service Request Masks 433
Silent Monitor Status Values 433
Agent Internal States Message Values 433
TaskState Values 434

CHAPTER 7 Changes and Additions 435

Protocol Version 24 435

Protocol Version 23 436

Protocol Version 22 437

Protocol Version 21 437

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Protocol Version 20 437

Protocol Version 19 438
Protocol Version 18 439
Protocol Version 17 439
Protocol Version 16 439
Protocol Version 15 439
Protocol Version 14 440
Protocol Versions 10-13 442
Protocol Version 9 443

Protocol Version 8 444

Protocol Version 7 445

Protocol Version 6 446

Protocol Version 5 448

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 Preface
• Change History, on page xiii
• About This Guide, on page xiii
• Audience, on page xiv
• Related Documents, on page xiv
• Communications, Services, and Additional Information, on page xiv
• Field Notice, on page xiv
• Documentation Feedback, on page xv
• Conventions, on page xv

Change History
Changes Section Date

Initial Release of Document for Release 12.6(1) May 2021

Added new messages for graceful STANDBY_ACTIVE_EVENT_MSG

shutdown
ACTIVE_MAINTENANCE_REQ_MSG
ACTIVE_MAINTENANCE_RESP_MSG
ACTIVE_MAINTENANCE_EVENT_MSG
STOPPING_REQUESTS_TO_THIS_SIDE_IND

New and updated messages for Agent CONFIG_AGENT_SERVICE_EVENT

Assist
SET_AGENT_SERVICE_DATA_REQ
AGENT_PRE_CALL_EVENT
SNAPSHOT_CALL_CONF

About This Guide

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

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 Preface
Audience

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

Related Documents

Communications, Services, and Additional Information

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Field Notice
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typically require an upgrade, workaround, or other user action. For more information, see Product Field Notice
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 Preface
Documentation Feedback

Documentation Feedback
To provide comments about this document, send an email message to the following address:
[email protected]
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,
folder names, 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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Conventions

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 CHAPTER 1
CTI Server Overview
• How CTI Server Works, on page 1
• Unified CCE Call Processing, on page 2
• CTI Server Configurations, on page 4
• CTI Server Message Set, on page 7

How CTI Server Works

The CTI Server provides an interface between Unified CCE and client CTI applications. CTI Server runs on
the same platform where Unified CCE Peripheral Gateway (PG) runs. 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.
Figure 1: 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

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Unified CCE Call Processing

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

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

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Post Route Call

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.

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Conference 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
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.

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 CTI Server Overview
CTI Bridge Configuration

Figure 2: 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.

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CTI Bridge Configuration

Figure 3: 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.

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CTI Server Message Set

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.

Table 1: 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 Topics
Session Management, on page 35

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CTI Server Message Set

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 CHAPTER 2
CTI Client Application Guidelines
• InvokeIDs, on page 9
• Heartbeat Messages, on page 9
• Generic vs ACD-Specific Applications, on page 10
• Message Masks, on page 10
• Message Order, on page 10
• Definitions of Symbolic Constants, on page 10
• Side AB Selection TCPIP Connections, on page 10
• Alignment of Data Elements, on page 11
• CTI Operations During Unified CCE Failures, on page 11

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.

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Generic vs ACD-Specific Applications

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.

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 \icm\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

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Alignment of Data Elements

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.

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.

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CTI Operations During Unified CCE Failures

• 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.

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 CHAPTER 3
Messaging Conventions
• CTI Message Convention, on page 13
• Message Types, on page 13
• Data Types, on page 28
• Message Formats, on page 31
• Floating Fields, on page 31
• Call Event Data, on page 32
• Failure Indication Messages, on page 34

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 12500 bytes.

Table 2: 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.

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Number Message Type Purpose

3 OPEN_REQ Client initializes a communications session

with CTI Server by sending an OPEN_REQ
message.

4 OPEN_CONF The CTI Server responds with an

OPEN_CONF message to confirm
successful establishment of a session.

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.

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Number Message Type Purpose

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.

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Number Message Type Purpose

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.

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Number Message Type Purpose

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.

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Number Message Type Purpose

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.

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Number Message Type Purpose

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.

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Number Message Type Purpose

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.

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Number Message Type Purpose

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.

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Number Message Type Purpose

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.

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Number Message Type Purpose

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.

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Number Message Type Purpose

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.

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Number Message Type Purpose

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.

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Number Message Type Purpose

258 SNAPSHOT_TASK_RESP Sent by the CTI Server to client, as a

response to a previous
SNAPSHOT_TASK_REQ message.

259 Reserved Reserved

260 CONFIG_PERIPHERAL_EVENT Configuration message for peripheral

devices.

261 CONFIG_AGENT_DESK_SETTINGS_EVENT Configuration message for Agent Desk

Settings.

262 AGENT_TASKS_EVENT Sent by CTI server to provide details on

Agent's Tasks in each logged-in MRD.

263 SNAPSHOT_TASK_EVENT Sent by CTI server to provide details on

each Task Agent.

264 AGENT_TASKS_REQUEST_EVENT Serves as a request to obtain an agent's

Tasks list in a specified MRD.

265 AGENT_TASKS_END_EVENT Message signifies end of asynchronous task

events

266 DESKTOP_CONNECTED_IND ent by CTI server to indicate that

browser/desktop is re-connected for Agent
in given array of MRDs.

267 START_NETWORK_RECORDING_REQ Start recording the call

268 START_NETWORK_RECORDING_CONF Start recording confirmation for the request

sent.

269 STOP_NETWORK_RECORDING_REQ Stop recording the call.

270 STOP_NETWORK_RECORDING_CONF Stop recording confirmation for the request

sent.

271 NETWORK_RECORDING_STARTED_EVENT This message will be sent by a CTI server

to clients indicating start of recording at
recording server.

272 NETWORK_RECORDING_ENDED_EVENT This message will be sent by a CTI server

to clients indicating recording ended at
recording server.
Recording End is signaled either by
Network Recording End event or by Call
Cleared Event.

273 NETWORK_RECORDING_FAILED_EVENT This message will be sent by a CTI server

to clients indicating recording failed at
recording server.

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Message Types

Number Message Type Purpose

274 NETWORK_RECORDING_TARGET_INFO_EVENT This message will be sent by a CTI server

to recording initiator providing info about
Recorder.

277 STANDBY_ACTIVE_EVENT_MSG Standby CTI Server informs the clients

when it is changing from Standby to Active.

278 ACTIVE_MAINTENANCE_REQ_MSG This request is sent from Active CTI Server

to all the clients that opened the session with
the Service Mask 0x02000000.
This requests the clients whether or not it is
in a position to accept the PG when going
into maintenance mode.

279 ACTIVE_MAINTENANCE_RESP_MSG This is a response from the client for

ACTIVE_MAINTENANCE_REQ_MSG
request.
This response indicates whether or not it
accepts the PG maintenance mode. The CTI
Server expects this response within 5secs
of the request sent. If no response is
received, it is considered as the negative
acknowledgement from the client.

280 ACTIVE_MAINTENANCE_EVENT_MSG This event indicates the final decision of the

PG; whether or not it is going into
maintenance mode.
The decision depends on the responses from
all the clients to which the
ACTIVE_MAINTENANCE_REQ_MSG
request message is sent. If any one client
negatively acknowledges the
ACTIVE_MAINTENANCE_REQ_MSG,
PG Maintenance Mode will be rejected. This
event is sent from the Active CTI Server

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Data Types

Number Message Type Purpose

281 STOPPING_REQUESTS_TO_THIS_SIDE_IND Clients send this message to the CTI Server

that just went into maintenance mode to
indicate that it will no longer send any
requests to this side.
Typically, clients are expected to send this
message after it receives the
STANDBY_ACTIVE_EVENT_MSG from
the Standby CTI Server.
Once CTI Server in maintenance mode
receives this message, it will disconnect
socket. It expects this message with in 5secs
from the time it sent
ACTIVE_MAINTENANCE_EVENT_MSG
to indicate that it is continuing with the
maintenance mode.

282 CONFIG_AGENT_SERVICE_EVENT Configuration event to publish Agent

Services configuration to CTI Clients.
Sent by CTI Server in the following
scenario:
1. During the startup and at least one
feature is enabled for the agent. If not
the message will not be sent.
2. When a feature for agent is enabled or
disabled.
3. When all the features are disabled for
the agent then message will be triggered
with NumOfEnabledSevices set to 0.

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.

Table 3: 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

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MHDR Data Type

Data Type Meaning Byte Size

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 4

January 1, 1970 Coordinated Universal Time (UTC).

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

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.

Table 4: Message Header (MHDR) Format

Field Name Value Data Type Byte Size

MessageLength The length of the message in bytes, excluding the size UINT 4
of the message header (the first 8 bytes).

MessageType The type of message. This value determines the format UINT 4
of the remainder of the message.

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:

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NAMEDARRAY Data Type

Table 5: Named Call Context Variable (NAMEDVAR) Format

Subfield Value Data Type Max. Size

Tag NAMED_VARIABLE_TAG (= 82). The floating UCHAR 2

field tag that indicates that the following data is a
named call context variable.

FieldLength The total length of the VariableName and Variable UCHAR 2

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

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:

Table 6: Named Call Context Array Variable (NAMEDARRAY) Format

Subfield Value Data Type Max. Size

Tag NAMED_ARRAY_TAG (= 83). The floating field UCHAR 2

tag that indicates that the following data is a named
call context array variable.

FieldLength The total length of the VariableIndex, Variable Name, UCHAR 2

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

VariableIndex The index of the array variable. UCHAR 1

VariableName The null-terminated defined name of the array STRING 33

variable.

VariableValue The null-terminated value of the array variable. STRING 211

TASKID Data Type

This table defines the TASKID field format.

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Message Formats

Table 7: TASKID Format

Field Name Value Data Type Byte Size

TaskGroupHigh The most significant 4 bytes of the Task Group ID. INT 4
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.

TaskGroupLow The least significant 4 bytes of the Task Group ID. INT 4

SequenceNumber The Task Group ID is unchanged for the lifetime of INT 4

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

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.
Figure 4: 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.

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Call Event Data

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.
Figure 5: 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:

Table 8: 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 USHORT 2

floating field.

Data The data Depends on field n

type

For a list of possible floating field tag values, see the Tag Values table.
Related Topics
Tag Values, on page 328

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 at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/
products-programming-reference-guides-list.html.

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

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CTI Client History

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 Topics
EventCause Values, on page 348

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.
Figure 6: 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

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Failure Indication Messages

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:

Table 9: 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 UINT 4

corresponding request message.

FailureCode A Status Code value specifying the reason that the USHORT 2
request failed.

PeripheralError Peripheral-specific error data, if available. Zero UINT 4

Code otherwise

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:

Table 10: 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 UINT 4
possible status codes are defined in the Failure
Indication Message status code table.

Related Topics
Failure Indication Message Status Codes, on page 319

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 CHAPTER 4
Session Management
• Configuring TCPIP Transport Services, on page 35
• Connection Management, on page 35
• Session Initialization, on page 35
• Session Maintenance, on page 46
• Session Termination, on page 48
• PG and CTI Server Graceful Shutdown, on page 49

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.

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CTI Service Masks

Figure 7: Session Initialization Message Flow

CTI Service Masks

This table shows the CTIService masks.

Table 11: CTI Service Masks

MaskName Description Value

CTI_SERVICE_DEBUG Causes all messages exchanged 0x80000000

during the current session to be
captured to a file for later
analysis.

CTI_SERVICE_CLIENT_EVENTS Client receives call and agent 0x00000001

state change events associated
with a specific ACD phone.

CTI_SERVICE_CALL_DATA_UPDATE Client may modify call context 0x00000002

data.

CTI_SERVICE_CLIENT_CONTROL Client may control calls and 0x00000004

agent states associated with a
specific ACD phone.

CTI_SERVICE_CONNECTION_MONITOR Establishment and termination 0x00000008

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

CTI_SERVICE_ALL_EVENTS Client receives all call and agent 0x00000010

state change events (associated
with any ACD phone).

CTI_SERVICE_PERIPHERAL_MONITOR Client may dynamically add and 0x00000020

remove devices and calls for
which it wishes to receive call
and agent state events.

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CTI Service Masks

MaskName Description Value

CTI_SERVICE_CLIENT_MONITOR Client receives notification when 0x00000040

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

CTI_SERVICE_SUPERVISOR Client may request supervisor 0x00000080

services.

CTI_SERVICE_SERVER Client identifies itself as server 0x00000100

application.

CTI_SERVICE_AGENT_REPORTING Client may request reporting and 0x00000400

routing ARM(Agent Reporting
And Management) messages.

CTI_SERVICE_ALL_TASK_EVENTS Client receives all task events. 0x00000800

CTI_SERVICE_TASK_MONITOR Client receives monitored task 0x00001000

events.

CTI_AGENT_STATE_CONTROL_ONLY Client can change agent state 0x00002000

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.

Unused 0x00004000

CTI_SERVICE_UPDATE_EVENTS Requests that this client receive 0x00080000

update notification events. (No
data)

CTI_SERVICE_IGNORE_DUPLICATE_AGENT_EVENTS Request to suppress duplicate 0x00100000

agent state events.

CTI_SERVICE_IGNORE_CONF Do not send confirmations for 0x00200000

third-party requests.

CTI_SERVICE_ACD_LINE_ONLY Request not to send events for 0x00400000

non-ACD lines. (Unified CCE
only)

CTI_SERVICE_ACTIVE_STANDBY When the client opens the 0x02000000

session with CTI Server, it
informs whether or not it
supports the Active and Standby
service.

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 Session Management
OPEN_REQ Message

OPEN_REQ Message
This table defines the OPEN_REQ message.

Table 12: OPEN_REQ Message Format

Field Name Value Data Byte Size

Type

Fixed Part

MessageHeader Standard message header. MessageType = 3. MHDR 8

InvokeID An ID for this request message, to be returned in the UINT 4

corresponding confirm message.

VersionNumber The version number of the interface requested by the UINT 4

CTI client. This defines the version of all messages in
the message set.

IdleTimeout The session idle timer, expressed in seconds. If the UINT 4

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.

PeripheralID The Peripheral ID of the ACD whose events are of UINT 4

interest to the client. Required for Client Events service;
otherwise, set this field to 0xFFFFFFFF.

ServicesRequested A bitwise combination of the CTI Services listed in that UINT 4

the CTI client is requesting.

CallMsgMask A bitwise combination of the Unsolicited Call Event UINT 4

Message Masks listed that the CTI client wishes to
receive.

AgentStateMask A bitwise combination of Agent State Masks that the UINT 4

CTI client wishes to receive.

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Field Name Value Data Byte Size

Type

ConfigMsgMask A bitwise combination of Configuration Event Masks UINT 4

that the CTI client wishes to receive.
For bit mask values, see the
CONFIG_REQUEST_EVENT message
ConfigInformation field.
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

256 - Terminal Information

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 The password of the user identified by ClientID. ClientID UNSPEC 64

(required) 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).

ClientSignature A character string appended to the Call Client History STRING 64

(optional) list when this CTI client becomes associated with a call.
If not provided, the ClientID is used.

AgentExtension The agent’s ACD teleset extension. For CLIENT STRING 16

EVENTS service, the CTI Client must provide at least
one of AgentExtension, AgentID, or AgentInstrument.

AgentID The agent’s ACD sign-in ID. For CLIENT EVENTS STRING 12
service, the CTI Client must provide at least one of
AgentExtension, AgentID, or AgentInstrument.

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Unsolicited Call Event Message Masks

Field Name Value Data Byte Size

Type

AgentInstrument The agent’s ACD instrument number. For CLIENT STRING 64

EVENTS service, the CTI Client must provide at least
one of AgentExtension, AgentID, or AgentInstrument.

ApplicationPathID The ID of an application path which contains configured INT 4

MRD Peripheral combinations for this Unified
CCE-configured application instance.

UniqueInstanceID Optional field. Provided by the client to identify a unique STRING 64

instance of a client. If a response for any request arrives
from the OPC at the active CTI Server and the original
client request cannot be found using the InvokeID, this
field is used to find the requesting CTI Client to send
the response to.

Related Topics
CONFIG_REQUEST_EVENT, on page 295

Unsolicited Call Event Message Masks

This table lists the unsolicited call event message masks.

Table 13: Unsolicited Call Event Message Masks

Mask Name Description Value

CALL_DELIVERED_MASK Set when client wishes to receive 0x00000001

CALL_DELIVERED_EVENT messages.

CALL_QUEUED_MASK Set when client wishes to receive 0x00000002

CALL_QUEUED_EVENT messages.

CALL_ESTABLISHED_MASK Set when client wishes to receive 0x00000004

CALL_ESTABLISHED_EVENT messages.

CALL_HELD_MASK Set when client wishes to receive 0x00000008

CALL_HELD_EVENT messages.

CALL_RETRIEVED_MASK Set when client wishes to receive 0x00000010

CALL_RETRIEVED_EVENT messages.

CALL_CLEARED_MASK Set when client wishes to receive 0x00000020

CALL_CLEARED_EVENT messages.

CALL_CONNECTION_CLEARED_MASK Set when client wishes to receive 0x00000040

CALL_CONNECTION_CLEARED_EVENT
messages.

CALL_ORIGINATED_MASK Set when client wishes to receive 0x00000080

CALL_ORIGINATED_EVENT messages.

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Unsolicited Call Event Message Masks

Mask Name Description Value

CALL_CONFERENCED_MASK Set when client wishes to receive 0x00000100

CALL_CONFERENCED_EVENT messages.

CALL_TRANSFERRED_MASK Set when client wishes to receive 0x00000200

CALL_TRANSFERRED_EVENT messages.

CALL_DIVERTED_MASK Set when client wishes to receive 0x00000400

CALL_DIVERTED_EVENT messages.

CALL_SERVICE_INITIATED_MASK Set when client wishes to receive 0x00000800

CALL_SERVICE_INITIATED_EVENT
messages.

CALL_TRANSLATION_ROUTE_MASK Set when client wishes to receive 0x00001000

CALL_TRANSLATION_ROUTE_EVENT
messages.

BEGIN_CALL_MASK Set when client wishes to receive 0x00002000

BEGIN_CALL_EVENT messages.

END_CALL_MASK Set when client wishes to receive 0x00004000

END_CALL_EVENT messages.

CALL_DATA_UPDATE_MASK Set when client wishes to receive 0x00008000

CALL_DATA_UPDATE_EVENT messages.

CALL_FAILED_MASK Set when client wishes to receive 0x00010000

CALL_FAILED_EVENT messages.

CALL_REACHED_NETWORK_MASK Set when client wishes to receive 0x00020000

CALL_REACHED_NETWORK_EVENT
messages.

CALL_DEQUEUED_MASK Set when client wished to receive 0x00040000

CALL_DEQUEUED_EVENT messages.

AGENT_PRE_CALL_MASK Set when client wished to receive 0x00080000

AGENT_PRE_CALL_EVENT messages.

AGENT_PRE_CALL_ABORT_MASK Set when client wished to receive 0x00100000

AGENT_PRE_CALL_ABORT_EVENT
messages.

RTP_STARTED_MASK Set when client wished to receive 0x00200000

RTP_STARTED_EVENT messages.

RTP_STOPPED_MASK Set when client wished to receive 0x00400000

RTP_STOPPED_MASK_EVENT messages.

AGENT_TEAM_CONFIG_MASK Set when client wished to receive 0x00800000

AGENT_TEAM_CONFIG_MASK_EVENT
messages.

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Agent State Masks

Mask Name Description Value

AGENT_LEGACY_PRE_CALL_MASK Set when client wishes to receive 0x01000000

AGENT_LEGACY_PRE_CALL_EVENT
messages.

CALL_ATTRIBUTE_CHANGE_MASK CALL_ATTRIBUTE_CHANGE_EVENT 0x02000000

messages.

CALL_TERMINATION_MASK Reserved 0x04000000

CALL_AGENT_GREETING_MASK Set when client wishes to receive 0x08000000

CALL_AGENT_GREETING_EVENT
messages.

NETWORK_RECORDING_STARTED_MASK Set when client wishes to receive 0x10000000

NETWORK_RECORDING_STARTED_MASK
messages.

NETWORK_RECORDING_ENDED_MASK Set when client wishes to receive 0x20000000

NETWORK_RECORDING_ENDED_MASK
messages.

NETWORK_RECORDING_FAILED_MASK Set when client wishes to receive 0x40000000

NETWORK_RECORDING_FAILED_MASK
messages.

NETWORK_RECORDING_TARGET_INFO_MASK Set when client wishes to receive 0x80000000

NETWORK_RECORDING_TARGET_INFO_MASK
messages.

Agent State Masks

This table lists the agent state masks.

Table 14: Agent State Masks

Mask Name Description Value

AGENT_LOGIN_MASK Set when client wishes to receive “login” 0x00000001

AGENT_STATE_EVENT messages.

AGENT_LOGOUT_MASK Set when client wishes to receive “logout” 0x00000002

AGENT_STATE_EVENT messages.

AGENT_NOT_READY_MASK Set when client wishes to receive “not ready” 0x00000004

AGENT_STATE_EVENT messages.

AGENT_AVAILABLE_MASK Set when client wishes to receive “available” 0x00000008

AGENT_STATE_EVENT messages.

AGENT_TALKING_MASK Set when client wishes to receive “talking” 0x00000010

AGENT_STATE_EVENT messages.

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OPEN_CONF Message

Mask Name Description Value

AGENT_WORK_NOT_READY_MASK Set when client wishes to receive “work not ready” 0x00000020
AGENT_STATE_EVENT messages.

AGENT_WORK_READY_MASK Set when client wishes to receive “work ready” 0x00000040

AGENT_STATE_EVENT messages.

AGENT_BUSY_OTHER_MASK Set when client wishes to receive “busy other” 0x00000080

AGENT_STATE_EVENT messages.

AGENT_RESERVED_MASK Set when client wishes to receive “reserved” 0x00000100

AGENT_STATE_EVENT messages.

AGENT_HOLD_MASK Set when client wishes to receive “hold” 0x00000200

AGENT_STATE_EVENT messages.

AGENT_ACTIVE_MASK Set when client wishes to receive “active” 0x00000400

AGENT_STATE_EVENT messages.

AGENT_PAUSED_MASK Set when client wishes to receive “paused” 0x00000800

AGENT_STATE_EVENT messages.

AGENT_INTERRUPTED_MASK Set when client wishes to receive “interrupted” 0x00001000

AGENT_STATE_EVENT messages.

AGENT_NOT_ACTIVE_MASK Set when client wishes to receive “not active” 0x00002000

AGENT_STATE_EVENT messages.

OPEN_CONF Message
This table defines the OPEN_CONF message.

Table 15: OPEN_CONF Message Format

Field Name Value Data Type Byte Size

Fixed Part

MessageHeader Standard message header. MessageType MHDR 8

= 4.

InvokeID Set to the value of the InvokeID from UINT 4

the corresponding OPEN_REQ message.

ServicesGranted A bitwise combination of the CTI UINT 4

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

MonitorID The identifier of the event monitor UINT 4

created by the OPEN_REQ, or zero if
no monitor was created.

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OPEN_CONF Message

Field Name Value Data Type Byte Size

PGStatus The current operational status of the UINT 4

Peripheral Gateway. Any nonzero
indicates a component failure or
communication outage that prevents
normal CTI operations.

ICMCentral ControllerTime The current Central Controller date and TIME 4

time.

PeripheralOnline The current Unified CCE on-line status BOOL 2

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.

PeripheralType The value is set as the first condition that USHORT 2

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.

AgentState The current state of the associated agent USHORT 2

phone (Client Events Service only).

DepartmentID Department ID of the Agent INT 4

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OPEN_CONF Message

Field Name Value Data Type Byte Size

SessionType Whether the connection/session is Active USHORT •0-

or Standby. Unknown
• 1 - Active
• 2 - Standby

Floating Part

AgentExtension (Client The agent’s ACD device extension, STRING 16

Events Service Only) when Client Events service has been
granted and the agent is currently signed
in on the ACD.

AgentID (Client Events The agent’s ACD sign-in ID, when STRING 12
Service Only) Client Events service has been granted
and the agent is currently signed in on
the ACD.

AgentInstrument (Client The agent’s ACD instrument number, STRING 64

Events Service Only) when Client Events service has been
granted and the agent is currently signed
in on the ACD.

NumPeripherals The number of PeripheralID/info USHORT 2

(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.

FltPeripheralID The peripheralID for the next field UINT 4

(MultilineAgentControl).

MultilineAgentControl Specifies if multiline agent control is USHORT 2

available on the peripheral named in the
preceding FltPeripheralID field. 0 =
single line only, 1 = multiline enabled.

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,

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Session Maintenance

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 Topics
Constants and Status Codes, on page 317

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.

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Session Maintenance

Figure 8: Heartbeat Message Flow

This table defines the HEARTBEAT_REQ message:

Table 16: 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 UINT 4

corresponding confirm message.

This table defines the HEARTBEAT_CONF message:

Table 17: 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 UINT 4

corresponding HEARTBEAT_REQ message.

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.

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Session Termination

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:

Figure 9: Session Termination Message Flow

This table defines the CLOSE_REQ message:

Table 18: 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 UINT 4

corresponding confirm message.

Status A status code indicating the reason for closing the UINT 4
session.

This table defines the CLOSE_CONF message:

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PG and CTI Server Graceful Shutdown

Table 19: 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 UINT 4

corresponding CLOSE_REQ message.

Related Topics
Failure Indication Messages, on page 34

PG and CTI Server Graceful Shutdown

Graceful shutdown allows administrators to perform firmware upgrades, apply security patches, and apply
engineering specials (ES) without the need for a maintenance window. During maintenance mode, the active
PG and CTI Server can gracefully hand off processes in progress to their peers, while maintaining call and
agent state.
The CTI Servers are deployed in an Active-Standby model. The Agent PG OPC sends the initial configuration
to both sides (active and standby). The Agent PG OPC also ensures that there is only one active CTI Server
in the system and retries both sides until one side is active.
Both the active and standby CTI Servers accept the client connection. The standby CTI server accepts only
clients with CTI Server protocol version 24 or later and connects with a new service mask
(CTI_SERVICE_ACTIVE_STANDBY). The standby CTI Server accepts only OPEN_REQ,
HEARTBEAT_REQ and CLOSE_REQ messages from clients and responds to those requests with appropriate
responses. The server sends a STANDBY_ACTIVE_EVENT_MSG to inform clients that it is changing from
standby to active.
When the standby CTI Server restarts, it reloads the agent and call snapshots from the OPC before it processes
current or new events. The standby CTI Server receives new events after the current state is loaded.

STANDBY_ACTIVE_EVENT Message
Standby CTI Server informs the clients when it is changing from Standby to Active.

ACTIVE_MAINTENANCE_REQ Message
This request is sent from Active CTI Server to all the clients who have opened the session with the Service
Mask 0x02000000. This request is to affirm if the client is ready to accept the PG going into Maintainence
Mode.
This table defines the ACTIVE_MAINTENANCE_RESP message.

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ACTIVE_MAINTENANCE_RESP Message

Table 20: ACTIVE_MAINTENANCE_RESP Message Format

Field Name Value Data Type Byte Size

InvokeID An ID for this request message, UINT 4

to be returned in the
corresponding confirm
message.

ACTIVE_MAINTENANCE_RESP Message
This is a response from clients for ACTIVE_MAINTENANCE_REQ_MSG request. This response indicates
whether or not it accepts the PG Maintenance Mode. The CTI Server expects this response with in 5secs from
receiving the request. If there is no response received, then it is considered as the negative acknowledgement
from the client

Table 21: ACTIVE_MAINTENANCE_RESP Message Format

Field Name Value Data Type Byte Size

InvokeID An ID for the response that UINT 4

corresponds to the request.

MaintenanceModeAccepted Client's response for the BOOL 2

Maintenance Mode.
• 1 - Maintenance Mode
Accepted.
• 0 - Maintenance Mode
Rejected.

ACTIVE_MAINTENANCE_EVENT Message
This event indicates the final decision of the PG and whether it is going to Maintenance Mode or not. This
decision depends on the responses from all the clients to which the ACTIVE_MAINTENANCE_REQ_MSG
request message is sent. If any client negatively acknowledged the ACTIVE_MAINTENANCE_REQ_MSG,
PG Maintenance Mode will be cancelled. This event is sent from the Active CTI Server.

Table 22: ACTIVE_MAINTENANCE_EVENT Message Format

Field Name Value Data Type Byte Size

MaintenanceModeStatus Indicates whether the PG and BOOL 2

CTI Server continuing with the
Maintenance Mode or not.
•1-
MaintenanceModeContinue.
•0
-MaintenanceModeCancel.

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STOPPING_REQUESTS_TO_THIS_SIDE_IND Message

STOPPING_REQUESTS_TO_THIS_SIDE_IND Message
Clients send this message to the CTI Server that went to Maintenance Mode to indicate that it will no longer
send any requests to this side. Typically, clients are expected to send this message after it receives the
STANDBY_ACTIVE_EVENT_MSG from the Standby CTI Server. Once CTI Server in Maintenance Mode
receives this message, it will disconnect the socket. CTI Server expects this message with in 5secs from the
time it sent ACTIVE_MAINTENANCE_EVENT_MSG to indicate that it is continuing with the Maintenance
Mode

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STOPPING_REQUESTS_TO_THIS_SIDE_IND Message

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 CHAPTER 5
Application Level Interfaces
• CTI Server Application Level Interfaces, on page 53
• Client Events Service, on page 54
• All Events Service, on page 123
• Peripheral Monitor Service, on page 125
• Client Monitor Service, on page 130
• Supervisor Service, on page 136
• Call Data Update Service, on page 149
• Miscellaneous Service, on page 156
• Connection Monitor Service, on page 214
• Client Control Service, on page 214
• Server Service, on page 290
• Configuration Acquisition Messages, on page 292

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.

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Client Events Service

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 Topics
Session Management, on page 35

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:

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Application Level Interfaces
Client Events Service

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 at https://www.cisco.com/c/en/us/support/customer-collaboration/computer-telephony-integration-option/
products-programming-reference-guides-list.html.
The relative order of call event messages and any corresponding agent state change event messages is not
specified. An agent state event message for an agent in the “talking” state, for example, can be sent before or
after the corresponding call established event message.
This table lists the Client Events service messages.

Table 23: 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

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BEGIN_CALL_EVENT

Message When Sent to CTI Client

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

NETWORK_RECORDING_STARTED_EVENT This message will be sent by a CTI server to clients indicating

start of recording at recording server.

NETWORK_RECORDING_ENDED_EVENT This message will be sent by a CTI server to clients indicating

recording ended at recording server.
Recording End is signaled either by Network Recording End
event or by Call Cleared Event.

NETWORK_RECORDING_FAILED_EVENT This message will be sent by a CTI server to clients indicating

recording failed at recording server.

NETWORK_RECORDING_TARGET_INFO_EVENT This message will be sent by a CTI server to recording initiator

providing info about Recorder.

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

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BEGIN_CALL_EVENT

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.

Table 24: BEGIN_CALL_EVENT Message Format

Field Name Value Data Type Byte Size

Fixed Part

MessageHeader Standard message header. MHDR 8

MessageType = 23.

MonitorID The Monitor ID of the device or call UINT 4

monitor that sent this message to the
client. This is zero if there is no
monitor associated with the event (All
Events Service).

PeripheralID The PeripheralID of the ACD where UINT 4

the call activity occurred.

PeripheralType The type of the peripheral USHORT 2

NumCTIClients The number of CTI clients previously USHORT 2

associated with this call. This value
also indicates the number of CTI
client signatures and time stamps in
the floating part of the message.

NumNamedVariables The number of NamedVariable USHORT 2

floating fields present in the floating
part of the message.

NumNamedArrays The number of NamedArray floating USHORT 2

fields present in the floating part of
the message.

CallType The general classification of the call USHORT 2

type

ConnectionDeviceIDType The type of device ID in the USHORT 2

ConnectionDeviceID floating field

ConnectionCallID The Call ID value assigned to this call UINT 4

by the peripheral or Unified CCE.

CalledPartyDisposition Indicates the disposition of the called USHORT 2

party.

Floating Part

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BEGIN_CALL_EVENT

Field Name Value Data Type Byte Size

ConnectionDeviceID The device ID of the device associated STRING 64

with the connection.

ANI (optional) The calling line ID of the caller. STRING 40

UserToUserInfo (optional) The ISDN user-to-user information UNSPEC 131

element.

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 STRING 40

response to IVR prompting.

RouterCallKeyDay Together with the UINT 4

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.

RouterCallKeyCallID The call key created by Unified CCE. UINT 4

Unified CCE resets this counter at
midnight.

RouterCallKeySequenceNumber Together with RouterCallKeyDay and UINT 4

RouterCallKeyCallID fields forms the
TaskID

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 NAMED VAR 251
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.

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END_CALL_EVENT

Field Name Value Data Type Byte Size

NamedArray (optional) Call-related variable data that has an NAMED 252

array variable name defined in the ARRAY
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.

CTIClientSignature The Client Signature of a CTI client STRING 64

previously associated with this call.
There may be more than one
CTIClientSignature field in the
message. (See NumCTIClients.)

CTIClientTimestamp (optional) The date and time that the preceding TIME 4
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.

CallReferenceID (optional) For Unified CCE systems where the UNSPEC 32

Unified CM provides it, this is a
unique call identifier.

Related Topics
CallType Values, on page 353
ConnectionDeviceIDType Values, on page 356
NAMEDVAR Data Type, on page 29
NAMEDARRAY Data Type, on page 30
PeripheralType Values, on page 346

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:

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CALL_AGENT_GREETING_EVENT

Table 25: END_CALL_EVENT Message Format

Field Name Value Data Type Byte Size

Fixed Part

MessageHeader Standard message header. MessageType = MHDR 8

24.

MonitorID The Monitor ID of the device or call monitor UINT 4

that sent this message to the client. It can
also be zero if there is no monitor associated
with the event (All Events Service).

PeripheralID The PeripheralID of the ACD where the call UINT 4

activity occurred.

PeripheralType The type of the peripheral. USHORT 2

ConnectionDeviceIDType The type of device ID in the USHORT 2

ConnectionDeviceID floating field.

ConnectionCallID The Call ID value assigned to the call by the UINT 4

peripheral or Unified CCE.

Floating Part

ConnectionDeviceID The device ID of the device associated with STRING 64

the connection.

Related Topics
ConnectionDeviceIDType Values, on page 356
PeripheralType Values, on page 346

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.

Table 26: CALL_AGENT_GREETING_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 248

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CALL_AGENT_GREETING_EVENT

MonitorID The Monitor ID of the UINT 4

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).

PeripheralID The Peripheral ID of the UINT 4

ACD where the device is
located.

ConnectionDeviceIDType The Call ID value USHORT 2

assigned to this call by the
peripheral. Agent's ACD
call ID.

ConnectionCallID The Call ID value UINT 4

assigned to this call by the
peripheral. Agent's ACD
call ID.

EventCode EventCode = 0, Greeting USHORT 2

has started.
EventCode = 1, Greeting
has ended with
SUCCESS.
EventCode = 2, Failed to
play the greeting for any
reason.

PeripheralErrorCode Peripheral-specific error UINT 4

data, if EventCode = 2.
Zero otherwise.

Floating Part

Field Name Value Data Type Byte Size

ConnectionDeviceID The identifier of the STRING 64

(required) connection between the
call and the device.

AgentID (required) The agent’s ACD login STRING 12

ID.

GreetingType (required) The greeting type. STRING 32

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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. In general, this message contains only the items that have changed. But, the message
always contains all ECC variables that are associated with the call. Each time a client receives this message,
the client must replace any stored ECC variables with the ECC variables from this message.
The initial call context is provided in the BEGIN_CALL_EVENT message. This table defines the
CALL_DATA_UPDATE_EVENT message.

Table 27: CALL_DATA_UPDATE_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 25.

MonitorID The Monitor ID of the UINT 4

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).

PeripheralID The PeripheralID of the UINT 4

ACD where the call is
located.

PeripheralType The type of the peripheral. USHORT 2

NumCTIClients The number of CTI USHORT 2

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.

NumNamedVariables The number of USHORT 2

NamedVariable floating
fields present in the
floating part of the
message.

NumNamedArrays The number of USHORT 2

NamedArray floating
fields present in the
floating part of the
message.

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CallType The general classification USHORT 2

of the call type.

ConnectionDevice Indicates the type of the USHORT 2

IDType connection identifier
supplied in the
ConnectionDeviceID
floating field.

ConnectionCallID The Call ID value UINT 4

previously assigned to this
call by the peripheral or
Unified CCE.

NewConnectionDeviceIDType Indicates the type of the USHORT 2

connection identifier
supplied in the
NewConnectionDeviceID
floating field.

NewConnectionCallID The new Call ID value UINT 4

assigned to this call by the
peripheral or Unified
CCE.

CalledPartyDisposition Indicates the disposition USHORT 2

of called party

CampaignID Campaign ID for value UINT 4

that appears in the Agent
Real Time table. Set to
zero if not used.

QueryRuleID Query rule ID for value UINT 4

that appears in the Agent
Real Time table. Set to
zero if not used.

Floating Part

Field Name Value Data Type Max. Size

ConnectionDeviceID The previous identifier of STRING 64

(required) the call connection.

NewConnectionDeviceID The new identifier of call STRING 64

(required) connection.

ANI (optional) The calling line ID of the STRING 40

caller.

UserToUserInfo The ISDN user-to-user UNSPEC 131

(optional) information element.

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DNIS (optional) The DNIS provided with STRING 32

the call.

DialedNumber (optional) The number dialed. STRING 40

CallerEnteredDigits The digits entered by the STRING 40

(optional) caller in response to IVR
prompting.

RouterCallKeyDay Together with the UINT 4

(optional) 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.

RouterCallKeyCallID The call key created by UINT 4

(optional) Unified CCE. Unified
CCE resets this counter at
midnight.

RouterCallKey Together with UINT 4

SequenceNumber RouterCallKeyDay and
RouterCallKeyCallID
fields forms the TaskID.

CallVariable1 (optional) Call-related variable data. STRING 41

… … … …

CallVariable10 (optional) Call-related variable data. STRING 41

CallWrapupData Call-related wrapup data. STRING 40

(optional)

NamedVariable (optional) Call-related variable data NAMED VAR 251

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.

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NamedArray (optional) Call-related variable data NAMED ARRAY 252

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.

CustomerPhoneNumber Customer phone number STRING 20

(optional) for value that appears in
the Agent Real Time
table.

CustomerAccount Customer Account STRING 32

Number (optional) Number for value that
appears in the Agent Real
Time table.

CTIClientSignature The Client Signature of a STRING 64

(optional) CTI Client that was
previously associated with
this call. There may be
more than one
CTIClientSignature field
in the message (see
NumCTIClients).

CTIClientTimestamp The date and time that the TIME 4

(optional) 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.

CallReferenceID For Unified CCE systems UNSPEC 32

(optional) where the Unified CM
provides it, this will be a
unique call identifier.

Related Topics
CallType Values, on page 353
ConnectionDeviceIDType Values, on page 356
NAMEDVAR Data Type, on page 29

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NAMEDARRAY Data Type, on page 30

PeripheralType Values, on page 346

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.

Table 28: CALL_DELIVERED_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 9.

MonitorID The Monitor ID of the UINT 4

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).

PeripheralID The PeripheralID of the UINT 4

ACD where the call
activity occurred.

PeripheralType The type of the peripheral. USHORT 2

ConnectionDevice The type of device ID in USHORT 2

IDType the ConnectionDeviceID
floating field.

ConnectionCallID The Call ID value UINT 4

assigned to this call by the
peripheral or Unified
CCE.

LineHandle When USHORT 2

LocalConnectionState is
LCS_ALERTING, this
field identifies the alerting
teleset line, if known.
Otherwise this field is set
to 0xffff.

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LineType The type of the teleset line USHORT 2

in the LineHandle field, if
any. Otherwise this field
is set to 0xffff.

ServiceNumber The service that the call is UINT 4

attributed to, as known to
the peripheral. May
contain the special value
NULL_SERVICE when
not applicable or not
available.

ServiceID The ServiceID of the UINT 4

service that the call is
attributed to. May contain
the special value
NULL_SERVICE when
not applicable or not
available.

SkillGroupNumber The number of the agent UINT 4

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.

SkillGroupID The SkillGroupID of the UINT 4

agent SkillGroup the call
is attributed to. May
contain the special value
NULL_SKILL_GROUP
when not applicable or not
available.

SkillGroupPriority The priority of the skill USHORT 2

group, or 0 when skill
group priority is not
applicable or not
available.

AlertingDevice Type The type of device ID in USHORT 2

the AlertingDevic ID
floating field.

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CallingDeviceType The type of device ID in USHORT 2

the CallingDeviceID
floating field.

CalledDeviceType The type of device ID in USHORT 2

the CalledDeviceID
floating field.

LastRedirect DeviceType The type of device ID in USHORT 2

the LastRedirectDeviceID
floating field.

LocalConnection State The state of the local end USHORT 2

of the connection. When
a call is delivered to an
agent teleset, the
LocalConnectionState will
be LCS_ALERTING.

EventCause A reason for the USHORT 2

occurrence of the event.

NumNamedVariables The number of USHORT 2

NamedVariable floating
fields present in the
floating part of the
message.

NumNamedArrays The number of USHORT 2

NamedArray floating
fields present in the
floating part of the
message.

Floating Part

Field Name Value Data Type Max. Size

ConnectionDevice ID The device ID of the STRING 64

device associated with the
connection.

AlertingDeviceID The device ID of the STRING 64

(optional) device that is alerting.

CallingDeviceID The device ID of the STRING 64

(optional) calling device.

CalledDeviceID (optional) The device ID of the STRING 64

originally called device.

LastRedirect Device ID The device ID of the STRING 64

(optional) previously alerted device.

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TrunkNumber (optional) The number representing UINT 4

a trunk.

TrunkGroup Number The number representing UINT 4

(optional) a trunk group.

SecondaryConnectionCallID The ID of the consultation UINT 4

Call that Unified Contact
Center Express (Unified
CCX) placed from the
CTI port to the agent
device.

ANI (optional) The calling line ID of the STRING 40

caller.

ANI_II (optional) (V11+) ANI II (Intelligent STRING 2

Information)
digits—Currently not
populated.

UserToUserInfo The ISDN user-to-user UNSPEC 131

(optional) information element.

DNIS (optional) The DNIS provided with STRING 32

the call.

DialedNumber (optional) The number dialed. STRING 40

CallerEnteredDigits The digits entered by the STRING 40

(optional) caller in response to IVR
prompting.

CallVariable1 (optional) Call-related variable data. STRING 41

... ... ... ...

CallVariable10 (optional) Call-related variable data. STRING 41

CallWrapupData Call-related wrapup data. STRING 40

(optional)

NamedVariable (optional) Call-related variable data NAMEDVAR 251

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.

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NamedArray (optional) Call-related variable data NAMED ARRAY 252

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.

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 Topics
ConnectionDeviceIDType Values, on page 356
DeviceIDType Values, on page 352
EventCause Values, on page 348
LineType Values, on page 356
LocalConnectionState Values, on page 347
NAMEDVAR Data Type, on page 29
NAMEDARRAY Data Type, on page 30
PeripheralType Values, on page 346
Special Values, on page 327
CALL_DELIVERED_EVENT, on page 66

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:

Table 29: CALL_ESTABLISHED_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

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MessageHeader Standard message header. MHDR 8

MessageType = 10.

MonitorID The Monitor ID of the UINT 4

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).

PeripheralID The PeripheralID of the UINT 4

ACD where the call
activity occurred.

PeripheralType The type of the peripheral. USHORT 2

ConnectionDevice The type of device ID in USHORT 2

IDType the ConnectionDeviceID
floating field.

ConnectionCallID The Call ID value UINT 4

assigned to this call by the
peripheral or Unified
CCE.

LineHandle Identifies the teleset line USHORT 2

being used.

LineType The type of the teleset USHORT 2

line.

ServiceNumber The service that the call is UINT 4

attributed to, as known to
the peripheral. May
contain the special value
NULL_SERVICE when
not applicable or not
available.

ServiceID The ServiceID of the UINT 4

service that the call is
attributed to. May contain
the special value NULL_
SERVICE when not
applicable or not
available.

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SkillGroupNumber The number of the agent UINT 4

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.

SkillGroupID The SkillGroupID of the UINT 4

agent SkillGroup the call
is attributed to. May
contain the special value
NULL_SKILL_GROUP
when not applicable or not
available.

SkillGroupPriority The priority of the skill USHORT 2

group, or 0 when skill
group priority is not
applicable or not
available.

AnsweringDevice Type The type of device ID in USHORT 2

the AnsweringDeviceID
floating field.

CallingDeviceType The type of device ID in USHORT 2

the CallingDeviceID
floating field.

CalledDeviceType The type of device ID in USHORT 2

the CalledDeviceID
floating field.

LastRedirect DeviceType The type of device ID in USHORT 2

the LastRedirect
DeviceID floating field.

LocalConnection State The state of the local end USHORT 2

of the connection.

EventCause A reason for the USHORT 2

occurrence of the event.

Floating Part

Field Name Value Data Type Max. Size

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ConnectionDevice ID The device ID of the STRING 64

device associated with the
connection.

AnsweringDevice ID The device ID of the STRING 64

(optional) device that answered the
call.

CallingDeviceID The device ID of the STRING 64

(optional) calling device.

CalledDeviceID (optional) The device ID of the STRING 64

originally called device.

LastRedirectDevice ID The device ID of the STRING 64

(optional) previously alerted device.

TrunkNumber (optional) The number representing UINT 4

a trunk.

TrunkGroup Number The number representing UINT 4

(optional) a trunk group.

Related Topics
CALL_DELIVERED_EVENT, on page 66
ConnectionDeviceIDType Values, on page 356
DeviceIDType Values, on page 352
EventCause Values, on page 348
LineType Values, on page 356
LocalConnectionState Values, on page 347
PeripheralType Values, on page 346
Special Values, on page 327

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.

Table 30: CALL_HELD_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 11.

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MonitorID The Monitor ID of the UINT 4

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).

PeripheralID The PeripheralID of the UINT 4

ACD where the call
activity occurred.

PeripheralType The type of the peripheral. USHORT 2

ConnectionDevice The type of device ID in USHORT 2

IDType the ConnectionDeviceID
floating field.

ConnectionCallID The Call ID value UINT 4

assigned to this call by the
peripheral or Unified
CCE.

HoldingDeviceType The type of device ID in USHORT 2

the HoldingDeviceID
floating field.

LocalConnection State The state of the local end USHORT 2

of the connection.

EventCause A reason for the USHORT 2

occurrence of the event.

Floating Part

Field Name Value Data Type Max. Size

ConnectionDevice ID The device ID of the STRING 64

device associated with the
connection.

HoldingDeviceID The device ID of the STRING 64

(optional) device that activated the
hold.

Related Topics
ConnectionDeviceIDType Values, on page 356
DeviceIDType Values, on page 352
EventCause Values, on page 348
LocalConnectionState Values, on page 347
PeripheralType Values, on page 346

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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.

Table 31: CALL_RETRIEVED_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 12.

MonitorID The Monitor ID of the UINT 4

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).

PeripheralID The PeripheralID of the UINT 4

ACD where the call
activity occurred.

PeripheralType The type of the peripheral. USHORT 2

ConnectionDevice The type of device ID in USHORT 2

IDType the ConnectioDeviceID
floating field.

ConnectionCallID The Call ID value UINT 4

assigned to this call by the
peripheral or Unified
CCE.

RetrievingDevice Type The type of device ID in USHORT 2

the RetrievingDeviceID
floating field.

LocalConnection State The state of the local end USHORT 2

of the connection.

EventCause A reason for the USHORT 2

occurrence of the event.

Floating Part

Field Name Value Data Type Max. Size

ConnectionDevice ID The device ID of the STRING 64

device associated with the
connection.

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RetrievingDevice ID The device ID of the STRING 64

(optional) device that deactivated
hold.

Related Topics
ConnectionDeviceIDType Values, on page 356
DeviceIDType Values, on page 352
EventCause Values, on page 348
LocalConnectionState Values, on page 347
PeripheralType Values, on page 346

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.

Table 32: CALL_CLEARED_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 13.

MonitorID The Monitor ID of the UINT 4

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).

PeripheralID The PeripheralID of the UINT 4

ACD where the call
activity occurred.

PeripheralType The type of the peripheral. USHORT 2

ConnectionDevice The type of device ID in USHORT 2

IDType the ConnectionDeviceID
floating field.

ConnectionCallID The Call ID value UINT 4

assigned to this call by the
peripheral or Unified
CCE.

LocalConnection State The state of the local end USHORT 2

of the connection.

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EventCause A reason for the USHORT 2

occurrence of the event.

Floating Part

Field Name Value Data Type Max. Size

ConnectionDevice ID The device ID of the STRING 64

device associated with the
cleared connection.

Related Topics
ConnectionDeviceIDType Values, on page 356
EventCause Values, on page 348
LocalConnectionState Values, on page 347
PeripheralType Values, on page 346

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.

Table 33: CALL_CONNECTION_CLEARED_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 14.

MonitorID The Monitor ID of the UINT 4

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).

PeripheralID The PeripheralID of the UINT 4

ACD where the call
activity occurred.

PeripheralType The type of the peripheral. USHORT 2

ConnectionDevice The type of device ID in USHORT 2

IDType the ConnectionDeviceID
floating field.

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ConnectionCallID The Call ID value UINT 4

assigned to this call by the
peripheral or Unified
CCE.

ReleasingDevice Type The type of device ID in USHORT 2

the ReleasingDeviceID
floating field.

LocalConnection State The state of the local end USHORT 2

of the connection.

EventCause A reason for the USHORT 2

occurrence of the event.

Floating Part

Field Name Value Data Type Max. Size

ConnectionDevice ID The device ID of the STRING 64

device associated with the
cleared connection.

ReleasingDeviceID The device ID of the STRING 64

(optional) device that cleared the
connection.
Note For Contact
Center
Enterprise, this
field does not
reliably
indicate which
party hung up
first.

Related Topics
ConnectionDeviceIDType Values, on page 356
DeviceIDType Values, on page 352
EventCause Values, on page 348
LocalConnectionState Values, on page 347
PeripheralType Values, on page 346

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

Table 34: CALL_ORIGINATED_EVENT Message Format

Fixed Part

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Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 15.

MonitorID The Monitor ID of the UINT 4

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).

PeripheralID The PeripheralID of the UINT 4

ACD where the call
activity occurred.

PeripheralType The type of the peripheral. USHORT 2

ConnectionDevice The type of device ID in USHORT 2

IDType the ConnectionDeviceID
floating field.

ConnectionCallID The Call ID value UINT 4

assigned to this call by the
peripheral or Unified
CCE.

LineHandle Identifies the teleset line USHORT 2

being used.

LineType The type of the teleset USHORT 2

line.

ServiceNumber The service that the call is UINT 4

attributed to, as known to
the peripheral. May
contain the special value
NULL_SERVICE when
not applicable or not
available.

ServiceID The ServiceID of the UINT 4

service that the call is
attributed to. May contain
the special value NULL_
SERVICE when not
applicable or not
available.

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SkillGroupNumber The number of the agent UINT 4

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.

SkillGroupID The SkillGroupID of the UINT 4

agent SkillGroup the call
is attributed to. May
contain the special value
NULL_SKILL_GROUP
if not applicable or not
available.

SkillGroupPriority The priority of the skill USHORT 2

group, or 0 when skill
group priority is not
applicable or not
available.

CallingDeviceType The type of device ID in USHORT 2

the CallingDeviceID
floating field.

CalledDeviceType The type of device ID in USHORT 2

the CalledDeviceID
floating field.

LocalConnection State The state of the local end USHORT 2

of the connection.

EventCause A reason for the USHORT 2

occurrence of the event.

Floating Part

Field Name Value Data Type Max. Size

ConnectionDevice ID The device ID of the STRING 64

device associated with the
connection.

CallingDeviceID The device ID of the STRING 64

(optional) calling device.

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CalledDeviceID (optional) The device ID of the STRING 64

originally called device.

Related Topics
CALL_DELIVERED_EVENT, on page 66
ConnectionDeviceIDType Values, on page 356
DeviceIDType Values, on page 352
EventCause Values, on page 348
LineType Values, on page 356
LocalConnectionState Values, on page 347
PeripheralType Values, on page 346
Special Values, on page 327

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

Table 35: CALL_FAILED_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 16.

MonitorID The Monitor ID of the UINT 4

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).

PeripheralID The PeripheralID of the UINT 4

ACD where the call
activity occurred.

PeripheralType The type of the peripheral. USHORT 2

ConnectionDevice The type of device ID in USHORT 2

IDType the ConnectionDeviceID
floating field.

ConnectionCallID The Call ID value UINT 4

assigned to this call by the
peripheral or Unified
CCE.

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FailingDeviceType The type of device ID in USHORT 2

the FailingDeviceID
floating field.

CalledDeviceType The type of device ID in USHORT 2

the CalledDeviceID
floating field.

LocalConnection State The state of the local end USHORT 2

of the connection.

EventCause A reason for the USHORT 2

occurrence of the event.

Floating Part

Field Name Value Data Type Max. Size

ConnectionDevice ID The device ID of the STRING 64

device associated with the
connection.

FailingDeviceID The device ID of the STRING 64

(optional) failing device.

CalledDeviceID (optional) The device ID of the STRING 64

called device.

Related Topics
ConnectionDeviceIDType Values, on page 356
DeviceIDType Values, on page 352
EventCause Values, on page 348
LocalConnectionState Values, on page 347
PeripheralType Values, on page 346

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.

Table 36: CALL_CONFERENCED_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 17.

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MonitorID The Monitor ID of the UINT 4

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).

PeripheralID The PeripheralID of the UINT 4

ACD where the call
activity occurred.

PeripheralType The type of the peripheral. USHORT 2

PrimaryDeviceIDType The type of device ID in USHORT 2

the PrimaryDeviceID
floating field.

PrimaryCallID The Call ID value UINT 4

assigned to the primary
call by the peripheral or
Unified CCE.

LineHandle The teleset line being USHORT 2

used.

LineType The type of the teleset USHORT 2

line.

SkillGroupNumber The number of the agent UINT 4

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.

SkillGroupID The SkillGroupID of the UINT 4

agent SkillGroup the call
is attributed to. May
contain the special value
NULL_SKILL_ GROUP
when not applicable or not
available.

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SkillGroupPriority The priority of the skill USHORT 2

group, or 0 when skill
group priority is not
applicable or not
available.

NumParties The number of active USHORT 2

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.

SecondaryDevice IDType The type of device ID in USHORT 2

the SecondaryDeviceID
floating field.

SecondaryCallID The Call ID value UINT 4

assigned to the secondary
call by the peripheral or
Unified CCE.

ControllerDeviceType The type of device ID in USHORT 2

the ControllerDeviceID
floating field.

AddedPartyDeviceType The type of device ID in USHORT 2

the AddedPartyDeviceID
floating field.

LocalConnectionState The state of the local end USHORT 2

of the connection.

EventCause A reason for the USHORT 2

occurrence of the event.

Floating Part

Field Name Value Data Type Max. Size

PrimaryDeviceID The device ID of the STRING 64

device associated with the
primary call connection.

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SecondaryDeviceID The device ID of the STRING 64

device associated with the
secondary call connection.

ControllerDeviceID The device ID of the STRING 64

(optional) conference controller
device.

AddedPartyDeviceID The device ID of the STRING 64

(optional) device added to the call.

ConnectedPartyCallID The Call ID value UINT 4

(optional) assigned to one of the
conference call parties.
There may be more than
one Connected Party
CallID field in the
message (see
NumParties).

ConnectedPartyDevice The type of device ID in USHORT 2

IDType (optional) 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.

ConnectedParty DeviceID The device identifier of STRING 64

(optional) 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.

Related Topics
CALL_DELIVERED_EVENT, on page 66
DeviceIDType Values, on page 352
EventCause Values, on page 348
LineType Values, on page 356

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LocalConnectionState Values, on page 347

PeripheralType Values, on page 346
Special Values, on page 327

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.

Table 37: CALL_TRANSFERRED_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 18.

MonitorID The Monitor ID of the UINT 4

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).

PeripheralID The Unified CCE UINT 4

PeripheralID of the ACD
where the call activity
occurred.

PeripheralType The type of the peripheral. USHORT 2

PrimaryDeviceIDType The type of device ID in USHORT 2

the PrimaryDeviceID
floating field.

PrimaryCallID The Call ID value UINT 4

assigned to the primary
call by the peripheral or
Unified CCE.

LineHandle Identifies the teleset line USHORT 2

being used.

LineType The type of the teleset USHORT 2

line.

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SkillGroupNumber The number of the agent UINT 4

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.

SkillGroupID The SkillGroupID of the UINT 4

agent SkillGroup the call
is attributed to. May
contain the special value
NULL_SKILL_ GROUP
when not applicable or not
available.

SkillGroupPriority The priority of the skill USHORT 2

group, or 0 when skill
group priority is not
applicable or not
available.

NumParties The number of active USHORT 2

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.

SecondaryDevice IDType The type of device ID in USHORT 2

the SecondaryDeviceID
floating field.

SecondaryCallID The Call ID value UINT 4

assigned to the secondary
call by the peripheral or
Unified CCE.

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TransferringDeviceType The type of device ID in USHORT 2

the TransferringDeviceID
floating field.

TransferredDeviceType The type of device ID in USHORT 2

the TransferredDeviceID
floating field.

LocalConnectionState The state of the local end USHORT 2

of the connection.

EventCause A reason for the USHORT 2

occurrence of the event.

Floating Part

Field Name Value Data Type Max. Size

PrimaryDeviceID The device ID of the STRING 64

device associated with the
primary call connection.

SecondaryDeviceID The device ID of the STRING 64

device associated with the
secondary call connection.

TransferringDeviceID The device ID of the STRING 64

(optional) device that transferred the
call.

TransferredDeviceID The device ID of the STRING 64

(optional) device to which the call
was transferred.

ConnectedPartyCallID The Call ID value UINT 4

(optional) assigned to one of the call
parties. There may be
more than one
ConnectedPartyCallID
field in the message (see
NumParties).

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ConnectedPartyDevice The type of device ID in USHORT 2

IDType (optional) 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.

ConnectedParty DeviceID The device identifier of STRING 64

(optional) 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.

Related Topics
CALL_DELIVERED_EVENT, on page 66
DeviceIDType Values, on page 352
EventCause Values, on page 348
LineType Values, on page 356
LocalConnectionState Values, on page 347
PeripheralType Values, on page 346
Special Values, on page 327

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.

Table 38: CALL_DIVERTED_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 19.

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MonitorID The Monitor ID of the UINT 4

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).

PeripheralID The Unified CCE UINT 4

PeripheralID of the ACD
where the call activity
occurred.

PeripheralType The type of the peripheral. USHORT 2

ConnectionDevice The type of device ID in USHORT 2

IDType the ConnectionDeviceID
floating field.

ConnectionCallID The Call ID value UINT 4

assigned to this call by the
peripheral or Unified
CCE.

ServiceNumber The service that the call is UINT 4

attributed to, as known to
the peripheral. May
contain the special value
NULL_ SERVICE when
not applicable or not
available.

ServiceID The ServiceID of the UINT 4

service that the call is
attributed to. May contain
the special value NULL_
SERVICE when not
applicable or not
available.

DivertingDeviceType The type of device ID in USHORT 2

the DivertingDeviceID
floating field.

CalledDeviceType The type of device ID in USHORT 2

the CalledDeviceID
floating field.

LocalConnectionState The state of the local end USHORT 2

of the connection.

EventCause A reason for the USHORT 2

occurrence of the event.

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Floating Part

Field Name Value Data Type Max. Size

ConnectionDeviceID The device ID of the STRING 64

device associated with the
connection.

DivertingDeviceID The device ID of the STRING 64

(optional) device from which the call
was diverted.

CalledDeviceID (optional) The device ID of the STRING 64

device to which the call
was diverted.

Related Topics
ConnectionDeviceIDType Values, on page 356
DeviceIDType Values, on page 352
EventCause Values, on page 348
LocalConnectionState Values, on page 347
PeripheralType Values, on page 346
Special Values, on page 327

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.

Table 39: CALL_SERVICE_INITIATED_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 20.

MonitorID The Monitor ID of the UINT 4

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).

PeripheralID The Unified CCE UINT 4

PeripheralID of the ACD
where the call activity
occurred.

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PeripheralType The type of the peripheral. USHORT 2

ConnectionDevice The type of device ID in USHORT 2

IDType the ConnectionDeviceID
floating field.

ConnectionCallID The Call ID value UINT 4

assigned to this call by the
peripheral or Unified
CCE.

LineHandle Identifies the teleset line USHORT 2

being used.

LineType The type of the teleset USHORT 2

line.

ServiceNumber The service that the call is UINT 4

attributed to, as known to
the peripheral. May
contain the special value
NULL_SERVICE when
not applicable or not
available.

ServiceID The ServiceID of the UINT 4

service that the call is
attributed to. May contain
the special value
NULL_SERVICE when
not applicable or not
available.

SkillGroupNumber The number of the agent UINT 4

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.

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SkillGroupID The SkillGroupID of the UINT 4

agent SkillGroup the call
is attributed to. May
contain the special value
NULL_ SKILL_ GROUP
when not applicable or not
available.

SkillGroupPriority The priority of the skill USHORT 2

group, or 0 when skill
group priority is not
applicable or not
available.

CallingDeviceType The type of the device USHORT 2

identifier supplied in the
CallingDevice ID floating
field.

LocalConnectionState The state of the local end USHORT 2

of the connection.

EventCause A reason for the USHORT 2

occurrence of the event.

Floating Part

Field Name Value Data Type Max. Size

ConnectionDeviceID The device ID of the STRING 64

device associated with the
connection.

CallingDeviceID The device ID of the STRING 64

(optional) calling device.

CallReferenceID For Unified CCE systems UNSPEC 32

(optional) where the Unified CM
provides it, this will be a
unique call identifier.

COCConnectionCallID If specified, indicates that UINT 4

(optional) this call is a call on behalf
of a consult call.

COCCallConnection If specified, indicates the USHORT 2

DeviceIDType (optional) type of connection
identifier specified in the
ConnectionDeviceID
floating field for the
original call.

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Related Topics
CALL_DELIVERED_EVENT, on page 66
ConnectionDeviceIDType Values, on page 356
DeviceIDType Values, on page 352
EventCause Values, on page 348
LineType Values, on page 356
LocalConnectionState Values, on page 347
PeripheralType Values, on page 346
Special Values, on page 327

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.

Table 40: AGENT_STATE_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 30.

MonitorID The Monitor ID of the UINT 4

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).

PeripheralID The PeripheralID of the UINT 4

ACD where the call
activity occurred.

SessionID The CTI client SessionID UINT 4

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

PeripheralType The type of the peripheral. USHORT 2

SkillGroupState An AgentState value USHORT 2

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

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StateDuration The number of seconds UINT 4

since the agent entered
this state (typically 0).

SkillGroupNumber The number of the agent USINT 4

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.

SkillGroupID The SkillGroupID of the UINT 4

agent SkillGroup affected
by the state change. May
contain the special value
NULL_SKILL_ GROUP
when not applicable or not
available.

SkillGroupPriority The priority of the skill USHORT 2

group, or 0 when skill
group priority is not
applicable or not
available.

AgentState An AgentState value USHORT 2

representing the current
overall state of the
associated agent.

EventReasonCode A peripheral-specific code USHORT 2

indicating the reason for
the state change.
Note EventReasonCode
is supported only
for the Not Ready
and Logged Off
agent states.

MRDID Media Routing Domain INT 4

ID as configured in
Unified CCE and the
ARM client.

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NumTasks The number of tasks UINT 4

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.

AgentMode The mode that the agent USHORT 2

will be in when the login
completes. ROUTABLE
= 1, NOT ROUTABLE =
0

MaxTaskLimit The maximum number of UINT 4

tasks that the agent can be
simultaneously working
on.

ICMAgentID The Unified CCE Skill INT 4

Target ID, a unique agent
identifier for Unified
CCE.

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AgentAvailability Status An agent is Available, or UINT 4

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

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NumFltSkillGroups If information for more USHORT 2

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.

DepartmentID Department ID of the INT 4

Agent

Floating Part

Field Name Value Data Type Max. Size

CTIClientSignature The Client Signature of STRING 64

(optional) the CTI client associated
with this agent.

AgentID (optional) The agent’s ACD login STRING 12

ID.

AgentExtension (optional) The agent’s ACD teleset STRING 16

extension.

ActiveTerminal The selected terminal STRING 64

device name, if any.

AgentInstrument The agent’s ACD STRING 64

(optional) instrument number.

Duration (optional) If present specifies in UINT 4

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

NextAgentState The next agent state (if USHORT 2

known).

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Direction The direction of the call UINT 4

the agent is currently
working on:
• 0 = None
• 1 = In
• 2 =Out
• 3 = Other In
• 4 = Other Out
•5=
OutboundReserve
•6=
OutboundPreview
•7=
OutboundPredictiv

FltSkillGroupNumber The number of an agent INT 4

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).

FltSkillGroupID The Unified CCE UINT 4

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.

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FltSkillGroup Priority The priority of the skill USHORT 2

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.

FltSkillGroupState An AgentState value USHORT 2

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.

MaxBeyondTaskLimit The maximum number of UINT 4

tasks that the agent can
simultaneously be
working on after reaching
maximum task limit.

Related Topics
AgentState Values, on page 344
CALL_DELIVERED_EVENT, on page 66
PeripheralType Values, on page 346
Special Values, on page 327

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.

Table 41: CALL_REACHED_NETWORK_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 34.

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MonitorID The Monitor ID of the UINT 4

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).

PeripheralID The Unified CCE UINT 4

PeripheralID of the ACD
where the call activity
occurred.

PeripheralType The type of the peripheral. USHORT 2

ConnectionDevice The type of device ID in USHORT 2

IDType the ConnectionDeviceID
floating field.

ConnectionCallID The Call ID value UINT 4

assigned to this call by the
peripheral or Unified
CCE.

LineHandle This field identifies the USHORT 2

teleset line used, if
known. Otherwise this
field is set to 0xffff.

LineType Indicates the type of the USHORT 2

teleset line given in the
LineHandle field.

TrunkUsedDevice Type The type of device ID in USHORT 2

the TrunkUsedDeviceID
floating field.

CalledDeviceType The type of device ID in USHORT 2

the CalledDeviceID
floating field.

LocalConnectionState The state of the local end USHORT 2

of the connection.

EventCause A reason for the USHORT 2

occurrence of the event.

Floating Part

Field Name Value Data Type Max. Size

ConnectionDeviceID The device ID of the STRING 64

device associated with the
connection.

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TrunkUsedDeviceID The device ID of the STRING 64

(optional) selected trunk.

CalledDeviceID (optional) The device ID of the STRING 64

called device.

TrunkNumber (optional) The number representing UINT 4

a trunk.

TrunkGroup Number The number representing UINT 4

(optional) a trunk group.

Related Topics
ConnectionDeviceIDType Values, on page 356
DeviceIDType Values, on page 352
EventCause Values, on page 348
LocalConnectionState Values, on page 347
PeripheralType Values, on page 346

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.

Table 42: CALL_QUEUED_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 21.

MonitorID The Monitor ID of the UINT 4

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).

PeripheralID The Unified CCE UINT 4

PeripheralID of the ACD
where the call activity
occurred.

PeripheralType The type of the peripheral. USHORT 2

ConnectionDevice The type of device ID in USHORT 2

IDType the ConnectionDeviceID
floating field.

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ConnectionCallID The Call ID value UINT 4

assigned to this call by the
peripheral or Unified
CCE.

ServiceNumber The service that the call is UINT 4

attributed to, as known to
the peripheral. May
contain the special value
NULL_SERVICE when
not applicable or not
available.

ServiceID The ServiceID of the UINT 4

service that the call is
attributed to. May contain
the special value
NULL_SERVICE when
not applicable or not
available.

QueueDeviceType The type of device ID in USHORT 2

the QueueDeviceID
floating field.

CallingDeviceType The type of device ID in USHORT 2

the CallingDeviceID
floating field.

CalledDeviceType The type of device ID in USHORT 2

the CalleDeviceID
floating field.

LastRedirect DeviceType The type of device ID in USHORT 2

the LastRedirectDeviceID
floating field.

NumQueued The number of calls in the USHORT 2

queue for this service.

NumSkillGroups The number of Skill USHORT 2

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.

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LocalConnection State The state of the local end USHORT 2

of the connection.

EventCause A reason for the USHORT 2

occurrence of the event.

Floating Part

Field Name Value Data Type Max. Size

ConnectionDevice ID The device ID of the STRING 64

device associated with the
connection.

QueueDeviceID (optional) The device ID of the STRING 64

queuing device.

CallingDeviceID The device ID of the STRING 64

(optional) calling device.

CalledDeviceID (optional) The device ID of the STRING 64

called device.

LastRedirectDevice ID The device ID of the STRING 64

(optional) redirecting device.

SkillGroupNumber The number of an agent INT 4

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.

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CALL_DEQUEUED_EVENT

SkillGroupID The Unified CCE UINT 4

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.

SkillGroupPriority The priority of the skill USHORT 2

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.

Related Topics
CALL_DELIVERED_EVENT, on page 66
ConnectionDeviceIDType Values, on page 356
DeviceIDType Values, on page 352
EventCause Values, on page 348
LocalConnectionState Values, on page 347
PeripheralType Values, on page 346
Special Values, on page 327

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.

Table 43: CALL_DEQUEUED_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

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CALL_DEQUEUED_EVENT

MessageHeader Standard message header. MHDR 8

MessageType = 86.

MonitorID The Monitor ID of the UINT 4

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).

PeripheralID The Unified CCE UINT 4

PeripheralID of the ACD
where the call activity
occurred.

PeripheralType The type of the peripheral. USHORT 2

ConnectionDevice The type of device ID in USHORT 2

IDType the ConnectionDeviceID
floating field.

ConnectionCallID The Call ID value UINT 4

assigned to this call by the
peripheral or Unified
CCE.

QueueDeviceType Indicates the type of USHORT 2

device identifier supplied
in the QueueDeviceID
floating field.

ServiceNumber The service that the call is UINT 4

attributed to, as known to
the peripheral. May
contain the special value
NULL_SERVICE when
not applicable or not
available.

ServiceID The ServiceID of the UINT 4

service that the call is
attributed to. May contain
the special value NULL_
SERVICE when not
applicable or not
available.

NumQueued The number of calls USHORT 2

remaining in the queue for
this service.

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CALL_DEQUEUED_EVENT

NumSkillGroups The number of Skill USHORT 2

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.

LocalConnection State The state of the local end USHORT 2

of the connection.

EventCause A reason for the USHORT 2

occurrence of the event.

Floating Part

Field Name Value Data Type Max. Size

Connection DeviceID The device ID of the STRING 64

device associated with the
connection.

SkillGroup Number The number of an agent UINT 4

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.

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CALL_ATTRIBUTE_CHANGE_EVENT

SkillGroupID The SkillGroupID of the UINT 4

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.

SkillGroupPriority The priority of the skill USHORT 2

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.

Related Topics
CALL_DELIVERED_EVENT, on page 66
ConnectionDeviceIDType Values, on page 356
DeviceIDType Values, on page 352
EventCause Values, on page 348
LocalConnectionState Values, on page 347
PeripheralType Values, on page 346
Special Values, on page 327

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

Table 44: CALL_ATTRIBUTE_CHANGE_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

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MonitorID Always 0 UINT 4

PeripheralID The ICM PeripheralID of UINT 4

the ACD where the call is
(CRS_PERIPHERAL_ID
located.
for ICD)

PeripheralType The type of the peripheral. USHORT 2

(PT_CRS or PT_IPCC)

ConnectionDeviceIDType Indicates the type of the USHORT 4

connection identifier
supplied in the
ConnectionDeviceID
floating field.

CallTypeID The ICM call type of the UINT 4

call. May be 0 if not
changed.

ServiceNumber The Peripheral Number of UINT 4

Service of the call. May
be 0 if not changed.

Floating Part

Field Name Value Data Type Max. Size

ConnectionDeviceID The identifier of the STRING 64

connection between the
(Optional)
call and the device.

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.

Table 45: AGENT_PRE_CALL_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 105.

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MonitorID The Monitor ID of the UINT 4

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).

NumNamed Variables The number of USHORT 2

NamedVariable floating
fields present in the
floating part of the
message.

NumNamedArrays The number of USHORT 2

NamedArray floating
fields present in the
floating part of the
message.

ServiceNumber The service that the call is UINT 4

attributed to, as known to
the peripheral. May
contain the special value
NULL_SERVICE when
not applicable or not
available.

ServiceID The Unified CCE UINT 4

ServiceID of the service
that the call is attributed
to. May contain the
special value NULL_
SERVICE when not
applicable or not
available.

SkillGroupNumber The number of the agent UINT 4

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.

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SkillGroupID The SkillGroupID of the UINT 4

agent SkillGroup the call
is attributed to. May
contain the special value
NULL_SKILL_ GROUP
when not applicable or not
available.

SkillGroupPriority The priority of the skill USHORT 2

group, or 0 when skill
group priority is not
applicable or not
available.

MRDID Media Routing Domain INT 4

ID as configured in
Unified CCE and the
ARM client.

AgentSkillTargetID The skill target ID of the UINT 4

agent to whom the task or
call will be routed.

Floating Part

Field Name Value Data Type Max. Size

AgentInstrument The agent instrument that STRING 64

the call will be routed to.

RouterCallKeyDay Together with the UINT 4

RouterCallKeyCallID
field forms the unique
64-bit key for locating this
call’s records in the
Unified CCE.

RouterCallKey CallID The call key created by UINT 4

Unified CCE. Unified
CCE resets this counter at
midnight.

RouterCallKey Together with UINT 4

SequenceNumber RouterCallKeyDay and
RouterCallKeyCallID
fields forms the TaskID.

ANI (optional) The calling line ID of the STRING 40

caller.

UserToUserInfo The ISDN user-to-user UNSPEC 131

(optional) information element.

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DialedNumber (optional) The number dialed. STRING 40

CallerEnteredDigits The digits entered by the STRING 40

(optional) caller in response to IVR
prompting.

FltCallTypeID (optional) If present, shows the call UINT 4

type of the call.

PreCallInvokeID If present, specifies the UNIT 4

(optional) invoke of the PreCall
related to this event.

CallVariable1 (optional) Call-related variable data. STRING 41

… … … …

CallVariable10 (optional) Call-related variable data. STRING 41

NamedVariable (optional) Call-related variable data NAMED VAR 251

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.

NamedArray (optional) Call-related variable data NAMED ARRAY 252

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.

AgentID (optional) The agent ID of the agent STRING 12

to whom the task or call
will be routed.

ProtocolReferenceGUID Protocol Call Reference STRING 40

(Optional) GUID for Agent Services

NumOfEnabledServices The number of services USHORT 2

(Optional) enabled for this call.

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AGENT_PRE_CALL_ABORT_EVENT

FltEnabledServices List of services enabled USHORT 2*

(Optional) for the agent. The size of NumOfEnabledServices
*NumOfEnabledServices
it is determined by the
NumOfEnabledServices.
service types are:-
1. 01 - Agent_Answers
2. 02 -
Agent_Call_Transcription

CcaiConfigId (Optional) The config ID created by STRING 40

the AI service

Related Topics
CALL_DELIVERED_EVENT, on page 66
NAMEDVAR Data Type, on page 29
NAMEDARRAY Data Type, on page 30
Special Values, on page 327

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.

Table 46: AGENT_PRE_CALL_ABORT_EVENT Message Format

Fixed Part

Field Name Value Data Type Max. Size

MessageHeader Standard message header. MHDR 8

MessageType = 106.

MonitorID The Monitor ID of the UINT 4

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).

MRDID Media Routing Domain INT 4

ID as configured in
Unified CCE and the
ARM client.

Floating Part

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Field Name Value Data Type Max. Size

AgentInstrument The agent instrument that STRING 64

the call was to have been
routed to.

RouterCallKeyDay Together with the UINT 4

RouterCall KeyCallID
field forms the unique
64-bit key for locating this
call’s records in the
Unified CCE.

RouterCallKey CallID The call key created by UINT 4

Unified CCE. Unified
CCE resets this counter at
midnight.

RouterCallKey Together with UINT 4

SequenceNumber RouterCallKeyDay and
RouterCallKeyCallID
fields forms the TaskID.

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.

Table 47: RTP_STARTED_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 116.

MonitorID The Monitor ID of the UINT 4

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).

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PeripheralID The PeripheralID of the UINT 4

ACD where the device is
located.

ClientPort The TCP/IP port number UINT 4

of the CTI Client
connection.

Direction The direction of the event. USHORT 2

One of the following
values:
0: Input;
1: Output;
2: Bi-directional.

RTPType The type of the event. One USHORT 2

of the following values:
0: Audio;
1: Video;
2: Data.

BitRate The media bit rate, used UINT 4

for g.723 payload only.

EchoCancellation on/off USHORT 2

PacketSize In milliseconds. UINT 4

PayloadType The audio codec type. USHORT 2

ConnectionDevice Indicates the type of the USHORT 2

IDType connection identifier
supplied in the
ConnectionDeviceID
floating field.

ConnectionCallID The Call ID value UINT 4

assigned to this call by the
peripheral or Unified
CCE.

Floating Part

Field Name Value Data Type Max. Size

Connection DeviceID The identifier of the STRING 64

connection between the
call and the device.

ClientAddress The IP address of the CTI STRING 64

client.

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AgentID (optional) The agent’s ACD login STRING 12

ID.

AgentExtension (optional) The agent’s ACD teleset STRING 16

extension.

AgentInstrument The agent’s ACD STRING 64

(optional) instrument number.

SendingAddress The IP Address that the STRING 64

client is sending the RTP
stream to.

SendingPort The UDP port number UINT 4

that the client is sending
the RTP Stream to.

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.

Table 48: RTP_STOPPED_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 117.

MonitorID The Monitor ID of the UINT 4

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).

PeripheralID The Unified CCE UINT 4

PeripheralID of the ACD
where the device is
located.

ClientPort The TCP/IP port number UINT 4

of the CTI Client
connection that was
closed.

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NETWORK_RECORDING_STARTED_EVENT

Direction The direction of the event. USHORT 2

One of the following
values:
0: Input;
1: Output;
2: Bi-directional.

ConnectionDevice Indicates the type of the USHORT 2

IDType connection identifier
supplied in the
ConnectionDeviceID
floating field.

ConnectionCallID The Call ID value UINT 4

assigned to this call by the
peripheral or Unified
CCE.

Floating Part

Field Name Value Data Type Max. Size

ConnectionDevice ID The identifier of the STRING 64

connection between the
call and the device.

ClientAddress The IP address of the CTI STRING 64

client.

AgentID (optional) The agent’s ACD login STRING 12

ID.

AgentExtension (optional) The agent’s ACD teleset STRING 16

extension.

AgentInstrument The agent’s ACD STRING 64

(optional) instrument number.

SendingAddress The IP Address that the STRING 64

client is sending the RTP
stream to.

SendingPort The UDP port number UINT 4

that the client is sending
the RTP Stream to.

NETWORK_RECORDING_STARTED_EVENT
This message will be sent by a CTI server to clients indicating start of recording at recording server.

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NETWORK_RECORDING_ENDED_EVENT

Table 49: NETWORK_RECORDING_STARTED_EVENT

Field Name Value Data Type Byte Size

Fixed Part

MessageHeader Standard message header. MHDR 8

MessageType = 272.

MonitorID The Monitor ID of the device or call UINT 4

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).

PeripheralID The PeripheralID of the ACD where UINT 4

the call is located.

ConnectionCallID The Call ID value assigned to this call UINT 4

by the peripheral or Unified CCE.

ConnectionDeviceIDType Indicates the type of the connection USHORT 2

identifier supplied in the
ConnectionDeviceID floating field.

RecordingDeviceType The type of device ID in the USHORT 2

RecordingDeviceID floating field.

Floating Part

ConnectionDeviceID The identifier of the connection STRING 64

between the call and the device

RecordingDeviceID (Optional) The device ID of the device on which STRING 64

recording is started.

NETWORK_RECORDING_ENDED_EVENT
This message will be sent by a CTI server to clients indicating recording ended at recording server.
Recording End is signaled either by Network Recording End event or by Call Cleared Event

Table 50: NETWORK_RECORDING_ENDED_EVENT

Field Name Value Data Type Byte Size

Fixed Part

MessageHeader Standard message header. MHDR 8

MessageType = 273.

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Field Name Value Data Type Byte Size

MonitorID The Monitor ID of the device or call UINT 4

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).

PeripheralID The PeripheralID of the ACD where UINT 4

the call is located.

ConnectionCallID The Call ID value assigned to this call UINT 4

by the peripheral or Unified CCE.

ConnectionDeviceIDType Indicates the type of the connection USHORT 2

identifier supplied in the
ConnectionDeviceID floating field.

RecordingDeviceType The type of device ID in the USHORT

RecordingDeviceID floating field.

Floating Part

ConnectionDeviceID The identifier of the connection STRING 64

between the call and the device.

RecordingDeviceID (Optional) The device ID of the device on which STRING 64

recording is ended.

NETWORK_RECORDING_FAILED_EVENT
This message will be sent by a CTI server to clients indicating recording failed at recording server.

Table 51: NETWORK_RECORDING_FAILED_EVENT

Field Name Value Data Type Byte Size

Fixed Part

MessageHeader Standard message header. MHDR 8

MessageType = 274.

MonitorID The Monitor ID of the device or call UINT 4

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).

PeripheralID The PeripheralID of the ACD where UINT 4

the call is located.

ConnectionCallID The Call ID value assigned to this call UINT 4

by the peripheral or Unified CCE.

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Field Name Value Data Type Byte Size

ConnectionDeviceIDType Indicates the type of the connection USHORT 2

identifier supplied in the
ConnectionDeviceID floating field.

RecordingDeviceType The type of device ID in the USHORT 2

RecordingDeviceID floating field.

RecordFailureCause A Status Code value specifying the USHORT 2

reason of failure. This would be
pass-thorugh as received from CUCM
on JTAPI.

Floating Part

ConnectionDeviceID The identifier of the connection STRING 64

between the call and the device.

RecordingDeviceID The device ID of the device on which STRING 64

recording is failed.
(Optional)

NETWORK_RECORDING_TARGET_INFO_EVENT
This message will be sent by a CTI server to recording initiator providing info about Recorder.

Table 52: NETWORK_RECORDING_TARGET_INFO_EVENT

Field Name Value Data Type Byte Size

Fixed Part

MessageHeader Standard message header. MHDR 8

MessageType = 275.

MonitorID The Monitor ID of the device or call UINT 4

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).

PeripheralID The PeripheralID of the ACD where UINT 4

the call is located.

ConnectionCallID The Call ID value assigned to this call UINT 4

by the peripheral or Unified CCE.

ConnectionDeviceIDType Indicates the type of the connection USHORT 2

identifier supplied in the
ConnectionDeviceID floating field.

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Field Name Value Data Type Byte Size

RecordingDeviceType The type of device ID in the USHORT 2

RecordingDeviceID floating field.

RecordingType The recording type can be: USHORT 2

• 0:
CALL_RECORDING_TYPE_NONE
• 1:
CALL_RECORDING_TYPE_AUTOMATIC
• 2:
CALL_RECORDING_TYPE_APPLICATION_INITIATED_SILENT
• 3:
CALL_RECORDN
I G_TYPE_USER_N
IT
IA
ITED_FROM_DEVC
IE
• 4:
CALL_RECORDN
IG_TYPE_USER_N
IT
IA
ITED_FROM_APPLC
IATO
IN

MediaForkingDeviceType Media Forking Device Type for USHORT 2

Gateway Recording. The forking
device type can be:
• 0:
CALL_RECORDING_MEDIA_FORKING
_DEVICE_TYPE_NONE
• 1:
CALL_RECORDING_MEDIA_FORKING
_DEVICE_TYPE_PHONE
• 2:
CALL_RECORDING_MEDIA
_FORKING_DEVICE_TYPE_GW

Floating Part

ConnectionDeviceID The identifier of the connection STRING 64

between the call and the device.

RecordingDeviceID (Optional) The device ID of the device on which STRING 64

recording is started.

RecorderAddress Recorder address. STRING 64

TerminalName Terminal name of the recording device STRING 64

MediaForkingDeviceName Forking Device Name for Gateway STRING 64

Recording

ProtocolReferenceGUID Protocol Call Reference GUID for STRING 64

Gateway Recording

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Field Name Value Data Type Byte Size

MediaForkingClusterID Forking Cluster ID for Gateway STRING 64

Recording

RecorderURI (Optional) URI of the MultiForking first recorder STRING 64

giving preference to mandatory
recorder. Supported from CUCM
Release 12.5(1)

RecorderErrorMsg (Optional) Error message of the MultiForking STRING 64

first recorder giving preference to
mandatory recorder. Supported from
CUCM Release 12.5(1)

RecorderType(Optional) Integer which denotes the type of USHORT 2

recorder. The recorder type can be:
• 0:
CALL_RECORDING_MEDIA_FORKING
_RECORDER_TYPE_UNKNOWN
• 1:
CALL_RECORDING_MEDIA_FORKING
_RECORDER_TYPE_OPTIONAL_RECORDER
• 2:
CALL_RECORDING_MEDIA_FORKING
_RECORDER_TYPE_MANDATORY_RECORDER

Supported from CUCM Release

12.5(1)

RecorderStatus (Optional) Integer which denotes the type of USHORT 2

recorder. The recorder type can be:
• 0:
CALL_RECORDING_MEDIA_FORKING
_RECORDER_STATUS_UNKNOWN
• 1:
CALL_RECORDING_MEDIA_FORKING
_RECORDER_STATUS_SUCCESS
• 2:
CALL_RECORDING_MEDIA_FORKING
_RECORDER_STATUS_FAILURE

Supported from CUCM Release

12.5(1)

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All Events Service

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.

Table 53: 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
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.

Table 54: CALL_TRANSLATION_ROUTE_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 22.

NumNamedVariables The number of Named USHORT 2

Variable floating fields
present in the floating part
of the message.

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NumNamedArrays The number of USHORT 2

NamedArray floating
fields present in the
floating part of the
message.

Floating Part

Field Name Value Data Type Max. Size

ANI (optional) The calling line ID of the STRING 40

caller.

UserToUserInfo The ISDN user-to-user UNSPEC 131

(optional) information element.

DNIS The DNIS of the expected STRING 32

call.

DialedNumber (optional) The number dialed. STRING 40

CallerEnteredDigits The digits entered by the STRING 40

(optional) caller in response to VRU
prompting.

RouterCallKeyDay Together with the UINT 4

RouterCallKey CallID
field forms the unique
64-bit key for locating this
call’s records in the
Unified CCE.

RouterCallKeyCallID The call key created by UINT 4

Unified CCE. Unified
CCE resets this counter at
midnight.

RouterCallKey Together with UINT 4

SequenceNumber RouterCallKeyDay and
RouterCallKeyCallID
fields forms the TaskID.

CallVariable1 (optional) Call-related variable data. STRING 41

… … … …

CallVariable10 (optional) Call-related variable data. STRING 41

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Peripheral Monitor Service

NamedVariable (optional) Call-related variable data NAMED VAR 251

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.

NamedArray (optional) Call-related variable data NAMED ARRAY 252

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.

Related Topics
NAMEDVAR Data Type, on page 29
NAMEDARRAY Data Type, on page 30

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.

Table 55: Peripheral Monitor Service Messages

Message When Sent to CTI Client

MONITOR_START_REQ When a new monitor is created for a call or device.

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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.

Related Topics
CALL_TRANSLATION_ROUTE_EVENT, on page 123

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.
Figure 10: Monitor Start Message Flow

This table defines the MONITOR_START_REQ Message Format.

Table 56: MONITOR_START_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 93.

InvokeID An ID for this request UINT 4

message that will be
returned in the
corresponding confirm
message.

PeripheralID The PeripheralID of the UINT 4

ACD where the call or
device to be monitored is
located.

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Connection CallID The Call ID value of the UINT 4

call to be monitored. Set
this field to zero when
creating a monitor for a
device.

CallMsgMask A bitwise combination of UINT 4

the Unsolicited Call Event
Message Masks listed in
that the CTI client wishes
to receive from this
monitor.

AgentStateMask A bitwise combination of UINT 4

Agent State Masks that
the CTI client wishes to
receive from this monitor.

Connection Indicates the type of the USHORT 2

DeviceIDType 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.

MonitoredDeviceType Indicates the type of the USHORT 2

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.

Floating Part

Field Name Value Data Type Max. Size

ConnectionDeviceID The device identifier of STRING 64

(required for call monitor) the device associated with
the connection.

MonitoredDevice ID The device identifier of STRING 64

(required for device the device to be
monitor) monitored.

When the requested device or call monitor has been created, the CTI Server responds to the CTI client with
the MONITOR_START_CONF message.

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Table 57: MONITOR_START_CONF Message Format

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 94.

InvokeID Set to the same value as UINT 4

the InvokeID from the
corresponding request
message.

MonitorID The Monitor ID of the UINT 4

new device or call
monitor.

Related Topics
AgentState Values, on page 344
ConnectionDeviceIDType Values, on page 356
DeviceIDType Values, on page 352

MONITOR_STOP_REQ
Use this message to terminate a call or device monitor. This figure depicts the Monitor Stop message flow.
Figure 11: Monitor Stop Message Flow

The following tables define the MONITOR_STOP_REQ and MONITOR_STOP_CONF messages.

Table 58: MONITOR_STOP_REQ Message Format

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 95.

InvokeID An ID for this request UINT 4

message, returned in the
corresponding confirm
message.

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MonitorID The Monitor ID of the UINT 4

device or call monitor to
be terminated.

When the requested device or call monitor has been terminated, the CTI Server responds to the CTI client
with the MONITOR_STOP_CONF message.

Table 59: MONITOR_STOP_CONF Message Format

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 96.

InvokeID Set to the same value as UINT 4

the InvokeID from the
corresponding request
message.

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.
Figure 12: Change Monitor Mask Message Flow

Table 60: CHANGE_MONITOR_MASK_REQ Message Format

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 97.

InvokeID An ID for this request UINT 4

message that will be
returned in the
corresponding confirm
message.

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MonitorID The Monitor ID of the UINT 4

device or call monitor
whose call and agent state
change event masks are to
be changed.

CallMsgMask A bitwise combination of UINT 4

the Unsolicited Call Event
Message Masks in that the
CTI client wishes to
receive from this monitor.

AgentStateMask A bitwise combination of UINT 4

Agent State Masks that
the CTI client wishes to
receive from this monitor.

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.

Table 61: CHANGE_MONITOR_MASK_CONF Message Format

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 98.

InvokeID Set to the same value as UINT 4

the InvokeID from the
corresponding request
message.

Related Topics
AgentState Values, on page 344

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.

Table 62: 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.

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CLIENT_SESSION_OPENED_EVENT

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.

Table 63: CLIENT_SESSION_OPENED_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 99.

SessionID A value that uniquely UINT 4

identifies the newly
opened CTI session.

PeripheralID If the session was opened UINT 4

for Client Events Service,
this field contains the
PeripheralID of the ACD
specified by the opening
client. Otherwise, this
field contains the special
value 0xFFFFFFFF.

ServicesGranted A bitwise combination of UINT 4

the CTI Services that the
opening client has been
granted.

CallMsgMask A bitwise combination of UINT 4

Unsolicited Call Event
Message Masks that were
specified by the opening
client.

AgentStateMask A bitwise combination of UINT 4

Agent State Masks that
were specified by the
opening client.

ClientPort The TCP/IP port number UINT 4

of the opening CTI client
connection.

Floating Part

Field Name Value Data Type Max. Size

ClientAddress The IP address of the STRING 64

opening CTI client.

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ClientID The ClientID of the STRING 64

opening CTI client.

ClientSignature The ClientSignature of the STRING 64

opening CTI client.

AgentExtension (optional) The AgentExtension STRING 16

specified by the opening
client, if any.

AgentID (optional) The AgentID specified by STRING 12

the opening client, if any.

AgentInstrument The AgentInstrument STRING 64

(optional) specified by the opening
client, if any.

Related Topics
AgentState Values, on page 344
CTI Service Masks, on page 371

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

Table 64: CLIENT_SESSION_CLOSED_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 100.

SessionID A value that uniquely UINT 4

identified the CTI session
that was closed.

PeripheralID If the session was opened UINT 4

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
0xFFFFFFFF.

Status A status code indicating UINT 4

the reason for termination
of the session.

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ClientPort The TCP/IP port number UINT 4

of the opening CTI client
connection.

Floating Part

Field Name Value Data Type Max. Size

ClientAddress The IP address of the STRING 64

other CTI client.

ClientID The ClientID of the other STRING 64

CTI client.

ClientSignature The ClientSignature of the STRING 64

other CTI client.

AgentExtension (optional) The AgentExtension STRING 16

specified by the other CTI
client when the session
was opened, if any.

AgentID (optional) The AgentID specified by STRING 12

the other CTI client when
the session was opened, if
any.

AgentInstrument The AgentInstrument STRING 64

(optional) specified by the other CTI
client when the session
was opened, if any.

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.

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Figure 13: Session Monitor Start message flow

Table 65: SESSION_MONITOR_START_REQ Message Format

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType =101.

InvokeID An ID for this request UINT 4

message that will be
returned in the
corresponding confirm
message.

SessionID A value that uniquely UINT 4

identifies the CTI session
to be monitored.

When the requested session monitor has been created, the CTI Server responds to the CTI client with the
SESSION_MONITOR_START_CONF message.

Table 66: SESSION_MONITOR_START_CONF Message Format

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 102.

InvokeID Set to the same value as UINT 4

the InvokeID from the
corresponding request
message.

MonitorID The Monitor ID of the UINT 4

CTI client session monitor
that was created.

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SESSION_MONITOR_STOP_REQ
Use this message to terminate monitoring of a CTI client session. This figure depicts the Session Monitor
stop message flow.
Figure 14: Session Monitor Stop Message Flow

Table 67: SESSION_MONITOR_STOP_REQ Message Format

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType =103.

InvokeID An ID for this request UINT 4

message that will be
returned in the
corresponding confirm
message.

MonitorID The Monitor ID of the UINT 4

CTI client session monitor
to be terminated.

When the requested CTI client session monitor terminates, the CTI Server responds to the CTI client with the
SESSION_MONITOR_STOP_CONF message.

Table 68: SESSION_MONITOR_STOP_CONF Message Format

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType =104.

InvokeID Set to the same value as UINT 4

the InvokeID from the
corresponding request
message.

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Supervisor Service

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.

Table 69: 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
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:

Table 70: SUPERVISE_CALL_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

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MessageHeader Standard message header. MHDR 8

MessageType = 124.

InvokeID An ID for this request UINT 4

message that will be
returned in the
corresponding confirm
message.

PeripheralID The PeripheralID of the UINT 4

ACD where the call is
located.

AgentConnection CallID The Call ID value UINT 4

assigned to the call by the
peripheral or Unified
CCE. May contain the
special value 0xffffffff
when selecting the agent’s
currently active call.

SupervisorConnection The Call ID value of the UINT 4

CallID supervisor. If there is no
supervisor call, this field
must be set to 0xffffffff.

AgentConnection Indicates the type of the USHORT 2

DeviceIDType connection identifier
supplied in the
AgentConnection
DeviceID floating field.

SupervisorConnection Indicates the type of the USHORT 2

DeviceIDType connection identifier
supplied in the
SupervisorConnection
DeviceID floating field.

SupervisoryAction A SupervisoryAction USHORT 2

value specifying the
desired call supervision
operation.

Floating Part

Field Name Value Data Type Max. Size

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AgentConnection The identifier of the STRING 64

DeviceID connection of the agent
call and the agent’s
device. Either
ConnectionCallID and
ConnectionDeviceID, or
one of AgentExtension,
AgentID, or
AgentInstrument must be
provided.

Supervisor Connection The identifier of the STRING 64

DeviceID 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.

AgentExtension The agent’s ACD teleset STRING 16

extension. Either
Connection CallID and
ConnectionDevice ID, or
one of AgentExtension,
AgentID, or
AgentInstrument must be
provided.

AgentID The agent’s ACD login STRING 12

ID. Either
ConnectionCallID and
ConnectionDeviceID, or
one of AgentExtension,
AgentID, or
AgentInstrument must be
provided.

AgentInstrument The agent’s ACD STRING 64

instrument number. Either
Connection CallID and
ConnectionDevice ID, or
one of AgentExtension,
AgentID, or
AgentInstrument must be
provided.

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Supervisor Instrument The supervisor’s ACD STRING 64

instrument number. This
field is required for clients
with ALL EVENTS or
PERIPHERAL
MONITOR service.

Table 71: SupervisoryAction Values

SupervisoryAction Description Value

SUPERVISOR_CLEAR The supervisor device is to be 0

disconnected from the call.

SUPERVISOR_MONITOR The supervisor device is to be 1

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.

SUPERVISOR_WHISPER The supervisor device is to be 2

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.

SUPERVISOR_BARGE_IN The supervisor device is to be 3

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.

SUPERVISOR_INTERCEPT The supervisor device is to be 4

connected to the call as an active
participant and the agent
connection will be dropped.

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SUPERVISE_CALL_CONF Message Format

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

Table 72: SUPERVISE_CALL_CONF Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 125.

InvokeID Set to the same value as UINT 4

the InvokeID from the
corresponding request
message.

ConnectionCallID The Call ID value UINT 4

assigned to the call by the
peripheral or Unified
CCE.

ConnectionDeviceIDType Indicates the type of the USHORT 2

connection identifier
supplied in the
ConnectionDeviceID
floating field.

Floating Part

Field Name Value Data Type Max. Size

ConnectionDevice ID The identifier of the STRING 64

connection between the
call and the agent device
that is being supervised.

Related Topics
ConnectionDeviceIDType Values, on page 356

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

Table 73: EMERGENCY_CALL_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 121.

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InvokeID An ID for this request UINT 4

message that will be
returned in the
corresponding confirm
message.

PeripheralID The PeripheralID of the UINT 4

ACD where the call is
located.

ConnectionCallID The Call ID value of the UINT 4

call that the agent needs
assistance with. May
contain the special value
0xffffffff when there is no
related call.

ConnectionDevice Indicates the type of the USHORT 2

IDType connection identifier
supplied in the
ConnectionDeviceID
floating field.

Floating Part

Field Name Value Data Type Max. Size

ConnectionDevice ID The identifier of the STRING 64

connection between the
call and the agent’s
device.

AgentExtension The agent’s ACD teleset STRING 16

extension. For clients with
ALL EVENTS or
PERIPHERAL
MONITOR service, at
least one of
AgentExtension,
AgentID, or
AgentInstrument must be
provided.

AgentID The agent’s ACD login STRING 12

ID. For clients with ALL
EVENTS or
PERIPHERAL
MONITOR service, at
least one of
AgentExtension,
AgentID, or
AgentInstrument must be
provided.

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AgentInstrument The agent’s ACD STRING 64

instrument number. For
clients with ALL
EVENTS or
PERIPHERAL
MONITOR service, at
least one of
AgentExtension,
AgentID, or
AgentInstrument must be
provided.

EMERGENCY_CALL_CONF Message Format

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

Table 74: EMERGENCY_CALL_CONF Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 122.

InvokeID Set to the same value as UINT 4

the InvokeID from the
corresponding request
message.

ConnectionCallID The Call ID value UINT 4

assigned to the resulting
EmergencyAssist call by
the peripheral or Unified
CCE.

ConnectionDevice Indicates the type of the USHORT 2

IDType connection identifier
supplied in the
ConnectionDeviceID
floating field.

LineHandle This field identifies the USHORT 2

teleset line used, if
known. Otherwise this
field is set to 0xffff.

LineType Indicates the type of the USHORT 2

teleset line given in the
LineHandle field.

Floating Part

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Field Name Value Data Type Max. Size

ConnectionDevice ID The identifier of the STRING 64

device connection
associated with the new
call.

Related Topics
ConnectionDeviceIDType Values, on page 356
LineType Values, on page 356

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:

Table 75: EMERGENCY_CALL_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 123.

PeripheralID The PeripheralID of the UINT 4

ACD where the call is
located.

ConnectionCallID The Call ID value UINT 4

assigned to the call by the
peripheral or Unified
CCE.

ConnectionDevice Indicates the type of the USHORT 2

IDType connection identifier
supplied in the
ConnectionDeviceID
floating field.

SessionID The CTI client SessionID UINT 4

of the CTI client making
the notification.

Floating Part

Field Name Value Data Type Max. Size

ConnectionDevice ID The identifier of the STRING 64

connection between the
call and the agent’s
device.

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ClientID The ClientID of the client STRING 64

making the notification.

ClientAddress The IP address of the STRING 64

client making the
notification.

AgentExtension The agent’s ACD teleset STRING 16

extension.

AgentID The agent’s ACD login STRING 12

ID.

AgentInstrument The agent’s ACD STRING 64

instrument number.

Related Topics
ConnectionDeviceIDType Values, on page 356

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.

Table 76: AGENT_TEAM_CONFIG_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 128.

PeripheralID The PeripheralID of the UINT 4

CTI Server where the
team is located.

TeamID The agent Team ID. UINT 4

NumberOfAgents The number of AgentID, USHORT 2

AgentFlag, AgentState,
and StateDuration fields
present in the floating part
of the message, up to a
maximum of 64.

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ConfigOperation The type of agent team USHORT 2

configuration change to
perform. One of the
following values:
0: Restore Permanent
Configuration
1: Add Agent
2: Remove Agent

DepartmentID Department ID of the INT 4

Team

Floating Part

Field Name Value Data Type Max. Size

AgentTeamName Name of the agent team. STRING 32

AtcAgentID (optional) The AgentID of a member STRING 12

of the agent team, or
SupervisorID of the agent
team. There may be more
than one AgentID field in
the messages (see
NumberOfAgents).

AgentFlags (optional) A set of flags indicating USHORT 2

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).

AtcAgentState An AgentState value USHORT 2

representing the current
overall state of the
associated agent.

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AtcStateDuration The number of seconds UINT 4

since the agent entered
this state.

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.

Table 77: LIST_AGENT_TEAM_REQ Message Format

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 133.

InvokeID An ID for this request UINT 4

message that will be
returned in the
corresponding confirm
message.

SupervisorID Skill target ID of the UINT 4

requesting supervisor.

The LIST_AGENT_TEAM_CONF message contains the list of agent teams that associated with the requesting
supervisor.

Table 78: LIST_AGENT_TEAM_CONF Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 134.

InvokeID Same ID as the request UINT 4

message.

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NumberOfAgent Teams The number of TeamID USHORT 2

present in the floating part
of the message, up to a
maximum of 64.

Segment Number Indicates the segment USHORT 2

number of this message.

More Indicates if this message USHORT 2

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;

Floating Part

Field Name Value Data Type Max. Size

TeamID The agent team ID. There UINT 4

may be more than one
TeamID field in the
message (see NumberOf
AgentTeams).

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

Table 79: MONITOR_AGENT_TEAM _START_REQ Message Format

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 135.

InvokeID Set to the same value as UINT 4

the InvokeID from the
corresponding request
message.

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.

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Table 80: MONITOR_AGENT_TEAM _START_CONF Message Format

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 136.

InvokeID Set to the same value as UINT 4

the InvokeID from the
corresponding request
message.

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.

Table 81: MONITOR_AGENT_TEAM_STOP_REQ Message Format

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 137.

InvokeID Set to the same value as UINT 4

the InvokeID from the
corresponding request
message.

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.

Table 82: MONITOR_AGENT_TEAM _STOP_CONF Message Format

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 138.

InvokeID Set to the same value as UINT 4

the InvokeID from the
corresponding request
message.

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Call Data Update Service

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.

Table 83: 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
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

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Table 84: SET_CALL_DATA_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 26.

InvokeID An ID for this request UINT 4

message that will be
returned in the
corresponding confirm
message.

PeripheralID The PeripheralID of the UINT 4

ACD where the call is
located.

ConnectionDevice Indicates the type of the USHORT 2

IDType connection identifier
supplied in the
ConnectionDeviceID
floating field.

ConnectionCallID The Call ID value UINT 4

assigned to the call by the
peripheral or Unified
CCE.

NumNamed Variables The number of USHORT 2

NamedVariable floating
fields present in the
floating part of the
message.

NumNamedArrays The number of USHORT 2

NamedArray floating
fields present in the
floating part of the
message.

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CallType The general classification USHORT 2

of the call type.

CalledParty Disposition Indicates the disposition USHORT 2

of called party.

CampaignID Campaign ID for value UINT 4

that appears in the Agent
Real Time table. Set to
zero if not used.

QueryRuleID Query rule ID for value UINT 4

that appears in the Agent
Real Time table. Set to
zero if not used.

Floating Part

Field Name Value Data Type Max. Size

ConnectionDevice ID The identifier of the STRING 64

connection between the
call and the device.

ANI (optional) The calling line ID of the STRING 40

caller.

UserToUserInfo The ISDN user-to-user UNSPEC 131

(optional) information element.

CallerEnteredDigits The digits entered by the STRING 40

(optional) caller in response to IVR
prompting.

CallVariable1 (optional) Call-related variable data. STRING 41

… … … …

CallVariable10 (optional) Call-related variable data. STRING 41

CallWrapupData Call-related wrapup data. STRING 40

(optional)

NamedVariable (optional) Call-related variable data NAMED VAR 251

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.

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SET_CALL_DATA_REQ

NamedArray (optional) Call-related variable data NAMED ARRAY 252

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.

CustomerPhone Number Customer phone number STRING 20

(optional) for value that appears in
the Agent Real Time
table.

CustomerAccount Customer Account STRING 32

Number (optional) Number for value that
appears in the Agent Real
Time table.

RouterCallKeyDay If specified, allows setting UINT 4

(optional) of the router call keyday.

RouterCallKey CallID If specified, allows setting UINT 4

of theRouterCallKeyID.

RouterCallKey If specified, allows setting UINT 4

SequenceNumber of the
RouterCallKeySequenceNumber.

CallOriginated From Dialer Only ‘D’. Tags a UCHAR 1

call as being originated
from the dialer.

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.

Table 85: SET_CALL_DATA_CONF Message Format

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 27.

InvokeID Set to the value of the UINT 4

InvokeID from the
corresponding request
message.

Related Topics
CallType Values, on page 353

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RELEASE_CALL_REQ

ConnectionDeviceIDType Values, on page 356

NAMEDVAR Data Type, on page 29
NAMEDARRAY Data Type, on page 30

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).
Figure 15: Release Call Message Flow

Table 86: RELEASE_CALL_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 28.

InvokeID An ID for this request UINT 4

message, returned in the
corresponding confirm
message.

PeripheralID The PeripheralID of the UINT 4

ACD where the call is
located.

Connection The type of device ID in USHORT 2

DeviceIDType the ConnectionDevice ID
floating field.

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Connection CallID The Call ID value UINT 4

assigned to the call by the
peripheral or Unified
CCE.

Floating Part

Field Name Value Data Type Byte Size

Connection DeviceID The device ID of the STRING 64

device associated with the
connection.

The CTI Server responds to the CTI client with the RELEASE_CALL_CONF message.

Table 87: RELEASE_CALL_CONF Message Format

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 29.

InvokeID Set to the value of the UINT 4

InvokeID from the
corresponding request
message.

Related Topics
ConnectionDeviceIDType Values, on page 356

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.

Table 88: SET_DEVICE_ATTRIBUTES_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 141.

InvokeID An ID for this request UINT 4

message that will be
returned in the
corresponding confirm
message.

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PeripheralID The PeripheralID of the UINT 4

ACD where the call is
located.

ServiceNumber The service that the call is UINT 4

attributed to, as known to
the peripheral. May
contain the special value
NULL_SERVICE when
not applicable or not
available.

ServiceID The ServiceID of the UINT 4

service that the call is
attributed to. May contain
the special value
NULL_SERVICE when
not applicable or not
available.

SkillGroupNumber The number of the agent UINT 4

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.

SkillGroupID The SkillGroupID of the UINT 4

agent SkillGroup the call
is attributed to. May
contain the special value
NULL_SKILL_ GROUP
when not applicable or not
available.

SkillGroupPriority The priority of the skill USHORT 2

group, or 0 when skill
group priority is not
applicable or not
available.

CallType The general classification USHORT 2

of the call type. May
contain the special value
NULL_CALLTYPE.

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Miscellaneous Service

CallingDeviceType Indicates the type of the USHORT 2

device identifier supplied
in the CallingDeviceID
floating field.

Floating Part

Field Name Value Data Type Max. Size

CallingDeviceID The device identifier of STRING 64

(required) the calling device.

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.

Table 89: SET_DEVICE_ATTRIBUTES_CONF Message Format

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 142.

InvokeID Set to the value of the UINT 4

InvokeID from the
corresponding request
message.

Related Topics
CALL_DELIVERED_EVENT, on page 66
CallType Values, on page 353
ConnectionDeviceIDType Values, on page 356
Special Values, on page 327

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.

Table 90: 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.

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SYSTEM_EVENT

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
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.

Table 91: SYSTEM_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 31.

PGStatus The current operational UINT 4

status of the Peripheral
Gateway. A non-zero
value indicates a
component failure or
communication outage
that prevents normal CTI
operations.

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SYSTEM_EVENT

ICMCentral The current Central TIME 4

ControllerTime Controller date and time.

SystemEventID A value that enumerates UINT 4

the specific system event
that occurred
(SystemEventID Values,
on page 326).

SystemEventArg1 An argument value UINT 4

specific to the system
event being reported. Not
used by all system events.

SystemEventArg2 A second argument value UINT 4

specific to the system
event being reported. Not
used by all system events.

SystemEventArg3 A third argument value UINT 4

specific to the system
event being reported. Not
used by all system events.

EventDeviceType Indicates the type of the USHORT 2

device identifier supplied
in the EventDeviceID
floating field. Should be
DEVID_NONE if no
floating field is provided.

Floating Part

Field Name Value Data Type Max. Size

Text (optional) A text message associated STRING 255

with the provided
SystemEperiphventID.

EventDeviceID A text value of the device STRING 64

ID if reported. Initially
only used by Unified
CCX for an
SYS_DEVICE_IN_SERVICE,
and
SYS_DEVICE_OUT_OF_
SERVICE message.

Related Topics
DeviceIDType Values, on page 352
PGStatusCode Values, on page 345
SystemEventID Values, on page 326

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CLIENT_EVENT_REPORT_REQ

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”.

Table 92: CLIENT_EVENT_REPORT_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 32.

InvokeID An ID for this request UINT 4

message, returned in the
corresponding confirm
message.

State One of the following USHORT 2

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).

Floating Part

Field Name Value Data Type Max. Size

ObjectName (optional) The name of the Unified STRING 128

CCE Alarm object
affected by this event. The
object is created if it does
not already exist.

Text A text message associated STRING 255

with the event being
reported.

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USER_MESSAGE_REQ

The CTI Server responds to the CTI client with the CLIENT_EVENT_REPORT_CONF message:

Table 93: CLIENT_EVENT_REPORT_CONF Message Format

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

Message Type = 33.

InvokeID Set to the value of the UINT 4

InvokeID from the
corresponding request
message.

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.

Table 94: USER_MESSAGE_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 107.

InvokeID An ID for this request UINT 4

message, returned in the
corresponding confirm
message.

PeripheralID The PeripheralID of the UINT 4

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.

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Distribution A Message Distribution USHORT 2

value specifying the
desired distribution of this
message.

Floating Part

Field Name Value Data Type Byte Size

ClientID (optional) The clientid of the STRING 64

intended message
recipient. Required if the
distribution field specifies
DISTRIBUTE_TO_
CLIENT.

AgentExtension The agent’s ACD teleset STRING 16

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.

AgentID The agent’s ACD login STRING 12

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.

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AgentInstrument The agent’s ACD STRING 64

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.

Text The text of the message to STRING 255

be sent.

CTIOSCILClient ID Unique ID for use by CTI STRING 64

OS to identify CIL Client

Table 95: Message Distribution Values

Distribution Code Description Value

DISTRIBUTE_TO_ CLIENT The message is to be sent to the 0

client indicated by the ClientID
field.

DISTRIBUTE_TO_ The message is to be sent to the 1

SUPERVISOR agent team supervisor.

DISTRIBUTE_TO_ TEAM The message is to be sent to all 2

clients in the same agent team.

DISTRIBUTE_TO_ ALL The message is to be sent to all CTI 3

Server clients.

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

Table 96: USER_MESSAGE_CONF Message Format

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

Message Type = 108.

InvokeID Set to the value of the UINT 4

InvokeID from the
corresponding request
message.

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

Table 97: USER_MESSAGE_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 109.

ICMCentral The current Central TIME 4

ControllerTime Controller date and time.

Distribution A Message Distribution USHORT 2

value specifying the
desired distribution of this
message.

Floating Part

Field Name Value Data Type Max. Size

ClientID The ClientID of the STRING 64

message sender.

Text The text of the message to STRING 255

be sent.

Related Topics
USER_MESSAGE_REQ, on page 160

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.

Table 98: QUERY_AGENT_STATISTICS_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 112.

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InvokeID An ID for this request UINT 4

message that will be
returned in the
corresponding confirm
message.

PeripheralID The PeripheralID of the UINT 4

ACD where the agent is
located.

Floating Part

Field Name Value Data Type Max. Size

AgentExtension The agent’s ACD teleset STRING 16

extension. For clients with
ALL EVENTS or
PERIPHERAL
MONITOR service, at
least one of
AgentExtension,
AgentID, or
AgentInstrument must be
provided.

AgentID The agent’s ACD login STRING 12

ID. For clients with ALL
EVENTS or
PERIPHERAL
MONITOR service, at
least one of
AgentExtension,
AgentID, or
AgentInstrument must be
provided.

AgentInstrument The agent’s ACD STRING 64

instrument number. For
clients with ALL
EVENTS or
PERIPHERAL
MONITOR service, at
least one of
AgentExtension,
AgentID, or
AgentInstrument must be
provided.

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):

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Table 99: QUERY_AGENT_STATISTICS_CONF Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 113.

InvokeID Set to the same value as UINT 4

the InvokeID from the
corresponding request
message.

PeripheralID The PeripheralID of the UINT 4

ACD where the agent is
located.

AvailTime Session Total time, in seconds, the UINT 4

agent was in the Available
state for any skill group.

LoggedOnTime Session Total time, in seconds, the UINT 4

agent has been logged on.

NotReadyTime Session Total time, in seconds, the UINT 4

agent was in the Not
Ready state for all skill
groups.

ICMAvailable Total time, in seconds, the UINT 4

TimeSession agent was in the Unified
CCE Available state.

RoutableTime Session Total time, in seconds, the UINT 4

agent was in the Routable
state for all skill groups.

AgentOutCalls Session Total number of UINT 4

completed outbound ACD
calls made by agent.

AgentOutCalls Total talk time, in UINT 4

TalkTimeSession 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.

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AgentOutCalls Time Total handle time, in UINT 4

Session 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.

AgentOutCalls Held The total number of UINT 4

Session completed outbound ACD
calls the agent has placed
on hold at least once.

AgentOutCalls HeldTime Total number of seconds UINT 4

Session outbound ACD calls were
placed on hold.

HandledCalls Session The number of inbound UINT 4

ACD calls handled by the
agent.

HandledCalls TalkTime Total talk time in seconds UINT 4

Session for Inbound ACD calls
counted as handled by the
agent. Includes hold time
associated with the call.

HandledCalls AfterCall Total after call work time UINT 4

TimeSession in seconds for Inbound
ACD calls counted as
handled by the agent.

HandledCalls Time Total handle time, in UINT 4

Session 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.

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IncomingCalls Held The total number of UINT 4

Session completed inbound ACD
calls the agent placed on
hold at least once.

IncomingCalls HeldTime Total number of seconds UINT 4

Session completed inbound ACD
calls were placed on hold.

InternalCallsSession Number of internal calls UINT 4

initiated by the agent.

InternalCalls TimeSession Number of seconds spent UINT 4

on internal calls initiated
by the agent.

InternalCalls RcvdSession Number of internal calls UINT 4

received by the agent.

InternalCalls RcvdTime Number of seconds spent UINT 4

Session on internal calls received
by the agent.

InternalCalls HeldSession The total number of UINT 4

internal calls the agent
placed on hold at least
once.

InternalCalls HeldTime Total number of seconds UINT 4

Session completed internal calls
were placed on hold.

AutoOutCalls Session Total number of AutoOut UINT 4

(predictive) calls
completed by the agent.

AutoOutCalls TalkTime Total talk time, in UINT 4

Session 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.

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AutoOutCalls Time Total handle time, in UINT 4

Session 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.

AutoOutCalls Held The total number of UINT 4

Session completed AutoOut
(predictive) calls the agent
has placed on hold at least
once.

AutoOutCalls HeldTime Total number of seconds UINT 4

Session AutoOut (predictive) calls
were placed on hold.

PreviewCalls Session Total number of outbound UINT 4

Preview calls completed
by the agent.

PreviewCalls TalkTime Total talk time, in UINT 4

Session 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.

PreviewCalls Total handle time, in UINT 4

TimeSession 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.

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PreviewCalls HeldSession The total number of UINT 4

completed outbound
Preview calls the agent
has placed on hold at least
once.

PreviewCalls HeldTime Total number of seconds UINT 4

Session outbound Preview calls
were placed on hold.

Reservation CallsSession Total number of agent UINT 4

reservation calls
completed by the agent.

Reservation CallsTalk Total talk time, in UINT 4

TimeSession 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.

Reservation CallsTime Total handle time, in UINT 4

Session 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.

Reservation CallsHeld The total number of UINT 4

Session completed agent
reservation calls the agent
has placed on hold at least
once.

Reservation CallsHeld Total number of seconds UINT 4

TimeSession agent reservation calls
were placed on hold.

BargeInCalls Session Total number of UINT 4

supervisor call barge-ins
completed.

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InterceptCalls Session Total number of UINT 4

supervisor call intercepts
completed.

MonitorCalls Session Total number of UINT 4

supervisor call monitors
completed.

WhisperCalls Session Total number of UINT 4

supervisor whisper calls
completed.

EmergencyCallsSession Total number of UINT 4

emergency calls.

AvailTimeToday Total time, in seconds, the UINT 4

agent was in the Available
state for any skill group.

LoggedOnTime Today Total time, in seconds, the UINT 4

agent has been logged on.

NotReadyTime Today Total time, in seconds, the UINT 4

agent was in the Not
Ready state for all skill
groups.

ICMAvailable TimeToday Total time, in seconds, the UINT 4

agent was in the Unified
CCE Available state.

RoutableTime Today Total time, in seconds, the UINT 4

agent was in the Routable
state for all skill groups.

AgentOutCalls Today Total number of UINT 4

completed outbound ACD
calls made by agent.

AgentOutCalls TalkTime Total talk time, in UINT 4

Today 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.

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AgentOutCalls Time Total handle time, in UINT 4

Today 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.

AgentOutCalls The total number of UINT 4

HeldToday completed outbound ACD
calls the agent has placed
on hold at least once.

AgentOutCalls HeldTime Total number of seconds UINT 4

Today outbound ACD calls were
placed on hold.

HandledCalls Today The number of inbound UINT 4

ACD calls handled by the
agent.

HandledCalls TalkTime Total talk time in seconds UINT 4

Today for Inbound ACD calls
counted as handled by the
agent. Includes hold time
associated with the call.

HandledCalls AfterCall Total after call work time UINT 4

TimeToday in seconds for Inbound
ACD calls counted as
handled by the agent.

HandledCalls TimeToday Total handle time, in UINT 4

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.

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IncomingCalls HeldToday The total number of UINT 4

completed inbound ACD
calls the agent placed on
hold at least once.

IncomingCalls HeldTime Total number of seconds UINT 4

Today completed inbound ACD
calls were placed on hold.

InternalCalls Today Number of internal calls UINT 4

initiated by the agent.

InternalCalls TimeToday Number of seconds spent UINT 4

on internal calls initiated
by the agent.

InternalCalls RcvdToday Number of internal calls UINT 4

received by the agent.

InternalCalls RcvdTime Number of seconds spent UINT 4

Today on internal calls received
by the agent.

InternalCalls HeldToday The total number of UINT 4

internal calls the agent
placed on hold at least
once.

InternalCalls HeldTime Total number of seconds UINT 4

Today completed internal calls
were placed on hold.

AutoOutCalls Today Total number of AutoOut UINT 4

(predictive) calls
completed by the agent.

AutoOutCalls TalkTime Total talk time, in UINT 4

Today 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.

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AutoOutCalls TimeToday Total handle time, in UINT 4

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.

AutoOutCalls HeldToday The total number of UINT 4

completed AutoOut
(predictive) calls the agent
has placed on hold at least
once.

AutoOutCalls HeldTime Total number of seconds UINT 4

Today AutoOut (predictive) calls
were placed on hold.

PreviewCalls Today Total number of outbound UINT 4

Preview calls completed
by the agent.

PreviewCalls Total talk time, in UINT 4

TalkTimeToday 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.

PreviewCalls TimeToday Total handle time, in UINT 4

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.

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PreviewCalls HeldToday The total number of UINT 4

completed outbound
Preview calls the agent
has placed on hold at least
once.

PreviewCalls Total number of seconds UINT 4

HeldTimeToday outbound Preview calls
were placed on hold.

Reservation CallsToday Total number of agent UINT 4

reservation calls
completed by the agent.

Reservation CallsTalk Total talk time, in UINT 4

TimeToday 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.

Reservation Total handle time, in UINT 4

CallsTimeToday 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.

Reservation The total number of UINT 4

CallsHeldToday completed agent
reservation calls the agent
has placed on hold at least
once.

Reservation CallsHeld Total number of seconds UINT 4

TimeToday agent reservation calls
were placed on hold.

BargeInCalls Today Total number of UINT 4

supervisor call barge-ins
completed.

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InterceptCalls Today Total number of UINT 4

supervisor call intercepts
completed.

MonitorCalls Today Total number of UINT 4

supervisor call monitors
completed.

WhisperCalls Today Total number of UINT 4

supervisor whisper calls
completed.

EmergencyCalls Today Total number of UINT 4

emergency calls.

Floating Part

Field Name Value Data Type Max. Size

AgentExtension The agent’s ACD teleset STRING 16

extension.

AgentID The agent’s ACD login STRING 12

ID.

AgentInstrument The agent’s ACD STRING 64

instrument number.

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.

Table 100: QUERY_SKILL_GROUP_STATISTICS_REQ Message Format

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 114.

InvokeID An ID for this request UINT 4

message that will be
returned in the
corresponding confirm
message.

PeripheralID The PeripheralID of the UINT 4

ACD where the skill
group is located.

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SkillGroupNumber The number of the desired UINT 4

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.

SkillGroupID The SkillGroupID of the UINT 4

desired agent SkillGroup.
May contain the special
value
NULL_SKILL_GROUP
when SkillGroupNumber
is supplied.

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):

Table 101: QUERY_SKILL_GROUP_STATISTICS_CONF Message Format

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 115.

InvokeID Set to the same value as UINT 4

the InvokeID from the
corresponding request
message.

PeripheralID The PeripheralID of the UINT 4

ACD where the skill
group is located.

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SkillGroupNumber The number of the desired UINT 4

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.

SkillGroupID The SkillGroupID of the UINT 4

desired agent SkillGroup.
May contain the special
value
NULL_SKILL_GROUP
when not available.

Real-Time Statistics

AgentsLoggedOn Number of agents that are UINT 4

currently logged on to the
skill group.

AgentsAvail Number of agents for the UINT 4

skill group in Available
state.

AgentsNotReady Number of agents in the UINT 4

Not Ready state for the
skill group.

AgentsReady Number of agents in the UINT 4

Ready state for the skill
group.

AgentsTalkingIn Number of agents in the UINT 4

skill group currently
talking on inbound calls.

AgentsTalkingOut Number of agents in the UINT 4

skill group currently
talking on outbound calls.

AgentsTalkingOther Number of agents in the UINT 4

skill group currently
talking on internal (not
inbound or outbound)
calls.

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AgentsWorkNot Ready Number of agents in the UINT 4

skill group in the Work
Not Ready state.

AgentsWorkReady Number of agents in the UINT 4

skill group in the Work
Ready state.

AgentsBusyOther Number of agents UINT 4

currently busy with calls
assigned to other skill
groups.

AgentsReserved Number of agents for the UINT 4

skill group currently in the
Reserved state.

AgentsHold Number of calls to the UINT 4

skill group currently on
hold.

AgentsICM Available Number of agents in the UINT 4

skill group currently in the
Unified CCE Available
state.

AgentsApplication Number of agents in the UINT 4

Available skillgroup currently in the
Application Available
state.

AgentsTalkingAutoOut Number of calls to the UINT 4

skill group currently
talking on AutoOut
(predictive) calls.

AgentsTalking Preview Number of calls to the UINT 4

skill group currently
talking on outbound
Preview calls.

AgentsTalking Number of calls to the UINT 4

Reservation skill group currently
talking on agent
reservation calls.

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RouterCallsQNow The number of calls UINT 4

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.

LongestRouterCallQNow The queue time, in UINT 4

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.

CallsQNow The number of calls UINT 4

currently queued to the
skill group. This field is
set to 0xFFFFFFFF when
this value is unknown or
unavailable.

CallsQTimeNow The total queue time, in UINT 4

seconds, of calls currently
queued to the skill group.
This field is set to
0xFFFFFFFF when this
value is unknown or
unavailable.

LongestCallQNow The queue time, in UINT 4

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.

AvailTimeTo5 Total seconds agents in UINT 4

the skill group were in the
Available state.

LoggedOnTimeTo5 Total time, in seconds, UINT 4

agents in the skill group
were logged on.

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NotReadyTimeTo5 Total seconds agents in UINT 4

the skill group were in the
Not Ready state.

AgentOutCallsTo5 Total number of UINT 4

completed outbound ACD
calls made by agents in
the skill group.

AgentOutCallsTalk Total talk time, in UINT 4

TimeTo5 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.

AgentOutCallsTimeTo5 Total handle time, in UINT 4

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.

AgentOutCallsHeldTo5 The total number of UINT 4

completed outbound ACD
calls agents in the skill
group have placed on hold
at least once.

AgentOutCallsHeldTimeTo5 Total number of seconds UINT 4

outbound ACD calls were
placed on hold by agents
in the skill group.

HandledCallsTo5 The number of inbound UINT 4

ACD calls handled by
agents in the skill group.

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HandledCallsTalk Total talk time in seconds UINT 4

TimeTo5 for Inbound ACD calls
counted as handled by
agents in the skill group.
Includes hold time
associated with the call.

HandledCallsAfter Total after call work time UINT 4

CallTimeTo5 in seconds for Inbound
ACD calls counted as
handled by agents in the
skill group.

HandledCallsTime To5 Total handle time, in UINT 4

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.

IncomingCallsHeldTo5 The total number of UINT 4

completed inbound ACD
calls agents in the skill
group placed on hold at
least once.

IncomingCallsHeldTimeTo5 Total number of seconds UINT 4

completed inbound ACD
calls were placed on hold
by agents in the skill
group.

InternalCallsRcvdTo5 Number of internal calls UINT 4

received by agents in the
skill group.

InternalCallsRcvd Number of seconds spent UINT 4

TimeTo5 on internal calls received
by agents in the skill
group.

InternalCallsHeldTo5 The total number of UINT 4

internal calls agents in the
skill group placed on hold
at least once.

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InternalCallsHeld Total number of seconds UINT 4

TimeTo5 completed internal calls
were placed on hold by
agents in the skill group.

AutoOutCallsTo5 Total number of AutoOut UINT 4

(predictive) calls
completed by agents in
the skill group.

AutoOutCallsTalk Total talk time, in UINT 4

TimeTo5 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.

AutoOutCallsTime To5 Total handle time, in UINT 4

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.

AutoOutCallsHeld To5 The total number of UINT 4

completed AutoOut
(predictive) calls that
agents in the skill group
have placed on hold at
least once.

AutoOutCallsHeld Total number of seconds UINT 4

TimeTo5 AutoOut (predictive) calls
were placed on hold by
agents in the skill group.

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PreviewCallsTo5 Total number of outbound UINT 4

Preview calls completed
by agents in the skill
group.

PreviewCallsTalk Total talk time, in UINT 4

TimeTo5 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.

PreviewCallsTime To5 Total handle time, in UINT 4

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.

PreviewCallsHeld To5 The total number of UINT 4

completed outbound
Preview calls that agents
in the skill group have
placed on hold at least
once.

PreviewCallsHeld Total number of seconds UINT 4

TimeTo5 outbound Preview calls
were placed on hold by
agents in the skill group.

ReservationCallsTo5 Total number of agent UINT 4

reservation calls
completed by agents in
the skill group.

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ReservationCalls Total talk time, in UINT 4

TalkTimeTo5 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.

ReservationCalls Total handle time, in UINT 4

TimeTo5 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.

ReservationCalls HeldTo5 The total number of agent UINT 4

reservation calls that
agents in the skill group
have placed on hold at
least once.

ReservationCalls Total number of seconds UINT 4

HeldTimeTo5 agent reservation calls
were placed on hold by
agents in the skill group.

BargeInCallsTo5 Total number of UINT 4

supervisor call barge-ins
completed in the skill
group.

InterceptCallsTo5 Total number of UINT 4

supervisor call intercepts
completed in the skill
group.

MonitorCallsTo5 Total number of UINT 4

supervisor call monitors
completed in the skill
group.

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WhisperCallsTo5 Total number of UINT 4

supervisor call whispers
completed by agents in
the skill group.

EmergencyCallsTo5 Total number of UINT 4

emergency calls
completed by agents in
the skill group.

CallsQ5 The number of calls UINT 4

queued to the skill group
during the current
five-minute. This field is
set to 0xFFFFFFFF when
this value is unknown or
unavailable.

CallsQTime5 The total queue time, in UINT 4

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.

LongestCallQ5 The longest queue time, UINT 4

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.

AvailTimeToHalf Total seconds agents in UINT 4

the skill group were in the
Available state.

LoggedOnTime ToHalf Total time, in seconds, UINT 4

agents in the skill group
were logged on.

NotReadyTime ToHalf Total seconds agents in UINT 4

the skill group were in the
Not Ready state.

AgentOutCallsTo Half Total number of UINT 4

completed outbound ACD
calls made by agents in
the skill group.

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AgentOutCallsTalk Total talk time, in UINT 4

TimeToHalf 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.

AgentOutCallsTimeToHalf Total handle time, in UINT 4

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.

AgentOutCallsHeldToHalf The total number of UINT 4

completed outbound ACD
calls agents in the skill
group have placed on hold
at least once.

AgentOutCallsHeldTimeToHalf Total number of seconds UINT 4

outbound ACD calls were
placed on hold by agents
in the skill group.

HandledCallsToHalf The number of inbound UINT 4

ACD calls handled by
agents in the skill group.

HandledCallsTalk Total talk time in seconds UINT 4

TimeToHalf for Inbound ACD calls
counted as handled by
agents in the skill group.
Includes hold time
associated with the call.

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HandledCallsAfter Total after call work time UINT 4

CallTimeToHalf in seconds for Inbound
ACD calls counted as
handled by agents in the
skill group.

HandledCallsTime ToHalf Total handle time, in UINT 4

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.

IncomingCallsHeldToHalf The total number of UINT 4

completed inbound ACD
calls agents in the skill
group placed on hold at
least once.

IncomingCallsHeldTimeToHalf Total number of seconds UINT 4

completed inbound ACD
calls were placed on hold
by agents in the skill
group.

InternalCallsRcvdToHalf Number of internal calls UINT 4

received by agents in the
skill group.

InternalCallsRcvd Number of seconds spent UINT 4

TimeToHalf on internal calls received
by agents in the skill
group.

InternalCallsHeldToHalf The total number of UINT 4

internal calls agents in the
skill group placed on hold
at least once.

InternalCallsHeld Total number of seconds UINT 4

TimeToHalf completed internal calls
were placed on hold by
agents in the skill group.

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AutoOutCallsToHalf Total number of AutoOut UINT 4

(predictive) calls
completed by agents in
the skill group.

AutoOutCallsTalk Total talk time, in UINT 4

TimeToHalf 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.

AutoOutCallsTime Total handle time, in UINT 4

ToHalf 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.

AutoOutCallsHeld ToHalf The total number of UINT 4

completed AutoOut
(predictive) calls that
agents in the skill group
have placed on hold at
least once.

AutoOutCallsHeld Total number of seconds UINT 4

TimeToHalf AutoOut (predictive) calls
were placed on hold by
agents in the skill group.

PreviewCallsToHalf Total number of outbound UINT 4

Preview calls completed
by agents in the skill
group.

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PreviewCallsTalk Total talk time, in UINT 4

TimeToHalf 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.

PreviewCallsTime ToHalf Total handle time, in UINT 4

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.

PreviewCallsHeldToHalf The total number of UINT 4

completed outbound
Preview calls that agents
in the skill group have
placed on hold at least
once.

PreviewCallsHeld Total number of seconds UINT 4

TimeToHalf outbound Preview calls
were placed on hold by
agents in the skill group.

ReservationCallsToHalf Total number of agent UINT 4

reservation calls
completed by agents in
the skill group.

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ReservationCalls Total talk time, in UINT 4

TalkTimeToHalf 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.

ReservationCalls Total handle time, in UINT 4

TimeToHalf 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.

ReservationCalls The total number of agent UINT 4

HeldToHalf reservation calls that
agents in the skill group
have placed on hold at
least once.

ReservationCalls Total number of seconds UINT 4

HeldTimeToHalf agent reservation calls
were placed on hold by
agents in the skill group.

BargeInCallsToHalf Total number of UINT 4

supervisor call barge-ins
completed in the skill
group.

InterceptCallsTo Half Total number of UINT 4

supervisor call intercepts
completed in the skill
group.

MonitorCallsToHalf Total number of UINT 4

supervisor call monitors
completed in the skill
group.

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WhisperCallsToHalf Total number of UINT 4

supervisor call whispers
completed by agents in
the skill group.

EmergencyCalls ToHalf Total number of UINT 4

emergency calls
completed by agents in
the skill group.

CallsQHalf The number of calls UINT 4

queued to the skill group
during the current half
hour. This field is set to
0xFFFFFFFF when this
value is unknown or
unavailable.

CallsQTimeHalf The total queue time, in UINT 4

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.

LongestCallQHalf The longest queue time, UINT 4

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.

AvailTimeToday Total seconds agents in UINT 4

the skill group were in the
Available state.

LoggedOnTime Today Total time, in seconds, UINT 4

agents in the skill group
were logged on.

NotReadyTime Today Total seconds agents in UINT 4

the skill group were in the
Not Ready state.

AgentOutCalls Today Total number of UINT 4

completed outbound ACD
calls made by agents in
the skill group.

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AgentOutCallsTalk Total talk time, in UINT 4

TimeToday 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.

AgentOutCallsTimeToday Total handle time, in UINT 4

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.

AgentOutCallsHeldToday The total number of UINT 4

completed outbound ACD
calls agents in the skill
group have placed on hold
at least once.

AgentOutCallsHeldTimeToday Total number of seconds UINT 4

outbound ACD calls were
placed on hold by agents
in the skill group.

HandledCallsToday The number of inbound UINT 4

ACD calls handled by
agents in the skill group.

HandledCallsTalk Total talk time in seconds UINT 4

TimeToday for Inbound ACD calls
counted as handled by
agents in the skill group.
Includes hold time
associated with the call.

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HandledCallsAfter Total after call work time UINT 4

CallTimeToday in seconds for Inbound
ACD calls counted as
handled by agents in the
skill group.

HandledCallsTime Today Total handle time, in UINT 4

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.

IncomingCallsHeldToday The total number of UINT 4

completed inbound ACD
calls agents in the skill
group placed on hold at
least once.

IncomingCallsHeldTimeToday Total number of seconds UINT 4

completed inbound ACD
calls were placed on hold
by agents in the skill
group.

InternalCallsRcvd Today Number of internal calls UINT 4

received by agents in the
skill group.

InternalCallsRcvd Number of seconds spent UINT 4

TimeToday on internal calls received
by agents in the skill
group.

InternalCallsHeld Today The total number of UINT 4

internal calls agents in the
skill group placed on hold
at least once.

InternalCallsHeld Total number of seconds UINT 4

TimeToday completed internal calls
were placed on hold by
agents in the skill group.

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AutoOutCallsToday Total number of AutoOut UINT 4

(predictive) calls
completed by agents in
the skill group.

AutoOutCallsTalk Total talk time, in UINT 4

TimeToday 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.

AutoOutCallsTime Today Total handle time, in UINT 4

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.

AutoOutCallsHeld Today The total number of UINT 4

completed AutoOut
(predictive) calls that
agents in the skill group
have placed on hold at
least once.

AutoOutCallsHeld Total number of seconds UINT 4

TimeToday AutoOut (predictive) calls
were placed on hold by
agents in the skill group.

PreviewCallsToday Total number of outbound UINT 4

Preview calls completed
by agents in the skill
group.

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PreviewCallsTalk Total talk time, in UINT 4

TimeToday 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.

PreviewCallsTime Today Total handle time, in UINT 4

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.

PreviewCallsHeld Today The total number of UINT 4

completed outbound
Preview calls that agents
in the skill group have
placed on hold at least
once.

PreviewCallsHeld Total number of seconds UINT 4

TimeToday outbound Preview calls
were placed on hold by
agents in the skill group.

ReservationCalls Today Total number of agent UINT 4

reservation calls
completed by agents in
the skill group.

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ReservationCalls Total talk time, in UINT 4

TalkTimeToday 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.

ReservationCalls Total handle time, in UINT 4

TimeToday 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.

ReservationCalls The total number of agent UINT 4

HeldToday reservation calls that
agents in the skill group
have placed on hold at
least once.

ReservationCalls Total number of seconds UINT 4

HeldTimeToday agent reservation calls
were placed on hold by
agents in the skill group.

BargeInCallsToday Total number of UINT 4

supervisor call barge-ins
completed in the skill
group.

InterceptCallsToday Total number of UINT 4

supervisor call intercepts
completed in the skill
group.

MonitorCallsToday Total number of UINT 4

supervisor call monitors
completed in the skill
group.

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REGISTER_VARIABLES_REQ

WhisperCallsToday Total number of UINT 4

supervisor call whispers
completed by agents in
the skill group.

EmergencyCalls Today Total number of UINT 4

emergency calls
completed by agents in
the skill group.

CallsQToday The number of calls UINT 4

queued to the skill. This
field is set to
0xFFFFFFFF when this
value is unknown or
unavailable.

CallsQTimeToday The total queue time, in UINT 4

seconds, of calls queued
to the skill group. This
field is set to
0xFFFFFFFF when this
value is unknown or
unavailable.

LongestCallQToday The longest queue time, UINT 4

in seconds, of all calls
queued to the skill group.
This field is set to
0xFFFFFFFF when this
value is unknown or
unavailable.

Related Topics
CALL_DELIVERED_EVENT, on page 66
Special Values, on page 327

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.

Table 102: REGISTER_VARIABLES_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 110.

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InvokeID Set to the value of the UINT 4

InvokeID from the
corresponding request
message.

CallVariable Mask A bitwise combination of USHORT 2

Call Variable Masks
corresponding to the call
variables that the client
wishes to receive.

NumNamed Variables The number of USHORT 2

NamedVariable floating
fields present in the
floating part of the
message.

NumNamed Arrays The number of USHORT 2

NamedArray floating
fields present in the
floating part of the
message.

Floating Part

Field Name Value Data Type Max. Size

NamedVariable (optional) A variable name defined NAMED VAR 251

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.

NamedArray (optional) An array variable name NAMED ARRAY 252

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.

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SET_APP_DATA_REQ

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.

Table 103: 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:

Table 104: REGISTER_VARIABLES_CONF Message Format

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 118.

InvokeID An ID for this request UINT 4

message that will be
returned in the
corresponding confirm
message.

Related Topics
NAMEDVAR Data Type, on page 29
NAMEDARRAY Data Type, on page 30

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.

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Table 105: SET_APP_DATA_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 129.

InvokeID An ID for this request UINT 4

message that will be
returned in the
corresponding confirm
message.

Floating Part

Field Name Value Data Type Max. Size

ApplicationPathID The ID of the INT 4

ApplicationPath which the
variables belong.

CallVariable1 (optional) Call-related variable data. STRING 41

… … … …

CallVariable10 (optional) Call-related variable data. STRING 41

FltCallTypeID (optional) If present, shows the call UINT 4

type of the call.

PreCallInvokeID If present, specifies the UNIT 4

(optional) invoke of the PreCall
related to this event.

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:

Table 106: SET_APP_DATA_CONF Message Format

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 130.

InvokeID Set to the same value as UINT 4

the InvokeID from the
corresponding request
message.

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START_RECORDING_REQ

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.

Table 107: START_RECORDING_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 147.

InvokeID An ID for this request UINT 4

message that will be
returned in the
corresponding confirm
message.

PeripheralID The PeripheralID of the UINT 4

ACD where the call is
located.

ConnectionCallID The Call ID value UINT 4

assigned to this call by the
peripheral or Unified
CCE.

ClientPort The TCP/IP port number UINT 4

of the VoIP media stream.

BitRate The media bit rate, used UINT 4

for g.723 payload only.

PacketSize In milliseconds. UINT 4

ConnectionDevice Indicates the type of the USHORT 2

IDType connection identifier
supplied in the
ConnectionDeviceID
floating field.

Direction The direction of the event. USHORT 2

One of the following
values:
0: Input;
1: Output;
2: Bi-directional.

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RTPType The type of the event. USHORT 2

One of the following
values:
0: Audio;
1: Video;
2: Data.

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 STRING 64

connection between the
call and the device.

ClientID (server only) The ClientID of the CTI STRING 64

client requesting call
recording, provided by
CTIServer when this
message is sent to a server
application.

ClientAddress (server The IP address of the CTI STRING 64

only) client requesting call
recording, provided by
CTIServer when this
message is sent to a server
application.

AgentExtension The agent’s ACD teleset STRING 16

extension. For requesting
clients with ALL
EVENTS or
PERIPHERAL
MONITOR service, at
least one of
AgentExtension,
AgentID, or
AgentInstrument must be
provided.

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AgentID The agent’s ACD login STRING 12

ID. For requesting clients
with ALL EVENTS or
PERIPHERAL
MONITOR service, at
least one of
AgentExtension,
AgentID, or
AgentInstrument must be
provided.

AgentInstrument The agent’s ACD STRING 64

instrument number. For
requesting clients with
ALL EVENTS or
PERIPHERAL
MONITOR service, at
least one of
AgentExtension,
AgentID, or
AgentInstrument must be
provided.

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:

Table 108: START_RECORDING _CONF Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 148.

InvokeID Set to the same value as UINT 4

the InvokeID from the
corresponding request
message.

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SessionID A value that uniquely UINT 4

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.

ServerData An ID or other server UINT 4

value associated with this
call recording that should
be supplied by the client
in the
STOP_RECORDING_REQ
message that terminates
this recording.

Floating Part

Field Name Value Data Type Max. Size

ClientID (client only) The ClientID of the server STRING 64

application providing the
call recording service,
provided by CTIServer
when this message is sent
to a client application.

ClientAddress (client The IP address of the STRING 64

only) server application
providing the call
recording service,
provided by CTIServer
when this message is sent
to a client application.

Related Topics
ConnectionDeviceIDType Values, on page 356

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STOP_RECORDING_REQ

STOP_RECORDING_REQ
This table defines the format of the STOP_RECORDING_REQ message:

Table 109: STOP_RECORDING_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 149.

InvokeID An ID for this request UINT 4

message that will be
returned in the
corresponding confirm
message.

PeripheralID The PeripheralID of the UINT 4

ACD where the call is
located.

ConnectionCallID The Call ID value UINT 4

assigned to this call by the
peripheral or Unified
CCE.

ClientPort The TCP/IP port number UINT 4

of the VoIP media stream.

SessionID A value that uniquely UINT 4

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.

ServerData The ID or other server UINT 4

value associated with this
call recording that was
returned to the client in
the
START_RECORDING_CONF
message that initiated this
recording.

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STOP_RECORDING_REQ

ConnectionDevice Indicates the type of the USHORT 2

IDType connection identifier
supplied in the
ConnectionDeviceID
floating field.

Direction The direction of the event. USHORT 2

One of the following
values:
0: Input;
1: Output;
2: Bi-directional.

Floating Part

Field Name Value Data Type Max. Size

ConnectionDevice ID The identifier of the STRING 64

connection between the
call and the device.

ClientID (server only) The ClientID of the CTI STRING 64

client making this request,
provided by CTIServer
when this message is sent
to a server application.

ClientAddress (server The IP address of the CTI STRING 64

only) making this request,
provided by CTIServer
when this message is sent
to a server application.

AgentExtension The agent’s ACD teleset STRING 16

extension. For requesting
clients with ALL
EVENTS or
PERIPHERAL
MONITOR service, at
least one of
AgentExtension,
AgentID, or
AgentInstrument must be
provided.

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STOP_RECORDING_REQ

AgentID The agent’s ACD login STRING 12

ID. For requesting clients
with ALL EVENTS or
PERIPHERAL
MONITOR service, at
least one of
AgentExtension,
AgentID, or
AgentInstrument must be
provided.

AgentInstrument The agent’s ACD STRING 64

instrument number. For
requesting clients with
ALL EVENTS or
PERIPHERAL
MONITOR service, at
least one of
AgentExtension,
AgentID, or
AgentInstrument must be
provided.

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:

Table 110: STOP_RECORDING_CONF Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType= 150.

InvokeID Set to the same value as UINT 4

the InvokeID from the
corresponding request
message.

Floating Part

Field Name Value Data Type Max. Size

ClientID (client only) The ClientID of the server STRING 64

application terminating
the call recording service,
provided by CTIServer
when this message is sent
to a client application.

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ClientAddress (client The IP address of the STRING 64

only) server application
terminating the call
recording service,
provided by CTIServer
when this message is sent
to a client application.

Related Topics
ConnectionDeviceIDType Values, on page 356

AGENT_DESK_SETTINGS_REQ
This table defines the format of the AGENT_DESK_SETTINGS_REQ message:

Table 111: AGENT_DESK_SETTINGS_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 131.

InvokeID Set to the same value as UINT 4

the InvokeID from the
corresponding request
message.

PeripheralID The PeripheralID of the UINT 4

ACD where the device is
located.

Floating Part

Field Name Value Data Type Max. Size

AgentID (optional) The agent’s ACD login STRING 12

ID.

Table 112: AGENT_DESK_SETTINGS_CONF Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 132.

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InvokeID Set to the same value as UINT 4

the InvokeID from the
corresponding request
message.

PeripheralID The PeripheralID of the UINT 4

ACD where the device is
located.

DeskSettingsMask A bitwise combination of UINT 4

the Boolean desk setting
Masks listed in following
table.

WrapupData Indicates whether the UINT 4

IncomingMode 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.

WrapupData Indicates whether the UINT 4

OutgoingMode agent is allowed or
required to enter wrap-up
data after an outbound
call: 0=Required,
1=Optional, 2=Not
allowed.

LogoutNonActivityTime Number of seconds on UINT 4

non-activity at the desktop
after which the Unified
CCE automatically logs
out the agent.

QualityRecording Rate Indicates how frequently UINT 4

calls to the agent are
recorded.

RingNoAnswer Time Number of seconds a call UINT 4

may ring at the agent’s
station before being
redirected.

SilentMonitor Set when a warning UINT 4

WarningMessage message box will prompt
on agent desktop when
silent monitor starts.

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SilentMonitor Set for an audio click at UINT 4

AudibleIndication beginning of the silent
monitor.

SupervisorAssist Set for Unified CCE PIM UINT 4

CallMethod will create a blind
conference call for
supervisor assist request;
otherwise will create
consultative call.

EmergencyCall Method Set for Unified CCE PIM UINT 4

will create a blind
conference call for
emergency call request;
otherwise create a
consultative call.

AutoRecordOn Set for automatically UINT 4

Emergency record when emergency
call request.

RecordingMode Set for the recording UINT 4

request go through
Unified CM/PIM.

WorkModeTimer Auto Wrap-up time out. UINT 4

RingNoAnswerDN The dialed number UINT 4

identifier for new re-route
destination in the case of
ring no answer.

Floating Part

Field Name Value Data Type Max. Size

DefaultDevicePort Optional value to override STRING 32

Address the default port address
for the agent telephony
device.

PlayZipTone 1 - ZipTone is enabled on UINT 4

auto answer
0 - ZipTone is disabled on
auto answer

ACDSharedLineUsage 1 - Agent is permitted to UINT 4

use shared lines
0 - Agent is prohibited
from using shared lines

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Table 113: Boolean Desk Settings Masks

Mask Name Description Value

DESK_AVAIL_AFTER_ Set for automatically consider the 0x00000001

INCOMING_MASK agent available after handling an
incoming call.

DESK_AVAIL_AFTER_ Set for automatically consider the 0x00000002

OUTGOING_MASK agent available after handling an
outbound call.

DESK_AUTO_ANSWER_ Set when calls to the agent are 0x00000004

ENABLED_MASK automatically answered.

DESK_IDLE_REASON_ Set when the agent must enter a 0x00000008

REQUIRED_MASK reason before entering the Idle
state.

DESK_LOGOUT_REASON_ Set when the agent must enter a 0x00000010

REQUIRED_MASK reason before logging out.

DESK_SUPERVISOR_CALLS_ALLOWED_MASK Set when the agent can initiate 0x00000020

supervisor assisted calls.

DESK_AGENT_TO_AGENT_ Set when calls to other agents are 0x00000040

CALLS_ALLOWED allowed.

DESK_OUTBOUND_ACCESS_INTERNATIONAL_MASK Set when the agent can initiate 0x00000080

international calls.

DESK_OUTBOUND_ACCESS_PUBLIC_NET_ Set when the agent can initiate calls 0x00000100

MASK through the public network.

DESK_OUTBOUND_ACCESS_PRIVATE_NET_ Set when the agent can initiate calls 0x00000200

MASK through the private network.

DESK_OUTBOUND_ACCESS_OPERATOR_ Set when the agent can initiate 0x00000400

ASSISTED_MASK operator assisted calls.

DESK_OUTBOUND_ACCESS_PBX_MASK Set when the agent can initiate 0x00000800

outbound PBX calls.

DESK_NON_ACD_CALLS_ Set when the agent can place or 0x00001000

ALLOWED_MASK handle non-ACD calls.

DESK_AGENT_CAN_SELECT_GROUP_MASK Set when the agent can select which 0x00002000

groups they are logged in to.

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SET_AGENT_SERVICE_DATA_REQ

SET_AGENT_SERVICE_DATA_REQ
This event is used to get the feedback from agent on agent answers suggestion provided by Google (or any
Answer Service). The agent selects thumbs-up or thumbs-down for each suggestion. This number is passed
using SET_AGENT_SERVICE_DATA_REQ event.

Table 114: SET_AGENT_SERVICE_DATA_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 283.

InvokeID An ID for this request UINT 4

message that will be
returned in the
corresponding confirm
message.

RouterCallKeyDay If specified, allows the UINT 4

setting of the router call
key day

RouterCallKey If specified, allows the UINT 4

setting of the
RouterCallKeySequenceNumber

RouterCallKeySequenceNumber The RouterCallKeyDay UINT 4

and RouterCallKeyCallID
fields together form the
TaskID

AgentSkillTargetID The skill target ID of the UINT 4

agent to whom the task or
the call will be routed.

Floating Part

NumOfEnabledServices Number of services USHORT 2

(Optional) invoked by the Agent
Desktop for the agent. If
no services are invoked it
will be 0.
The message with 0
services enabled, is sent
when the all services are
disabled.

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FltEnabledServices List of features invoked USHORT 2*

(Optional) by the agent desktop.
(NumOfEnabledServices) (NumOfEnabledServices)
The size of it is
determined by the
NumOfEnabledServices.
The feature types are:
1. Agent Assist
2. Transcript
3. Recording

TotalAnswersSuggestion Indicates the total number USHORT 2

(Optional) of suggestions presented
to Agent by Google or
any other answer
provider.

NumPositiveAnswersSuggestions Number of positive USHORT 2

(Optional) suggestion accepted by
the agent.

NumNegativeAnswersSuggestions Number of negative USHORT 2

(Optional) suggestions accepted by
the agent

Table 115: SET_AGENT_SERVICE_DATA_CONF Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 284.

NumInvokeID Set to the value of the UINT 4

InvokeID from the
corresponding request
message.

Status The status code indicating UINT 4

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

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Connection Monitor Service

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.

Table 116: CONTROL_FAILURE_CONF Message Format

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 35.

InvokeID Set to the value of the UINT 4

InvokeID from the
corresponding request
message.

FailureCode A Status Code value USHORT 2

specifying the reason that
the request failed.
GENERIC__UNSPECIFIED_REJECTION
(70)

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PeripheralError Code A peripheral error code UINT 4

indicating the cause of the
failure.

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:

Table 117: Client Control Service Messages

Message Action Requested Server Response Message

QUERY_AGENT_STATE_ REQ Retrieve the current state of an QUERY_AGENT_STATE_ CONF

agent at a specified device.

SET_AGENT_STATE_ REQ Change an ACD agent’s state. SET_AGENT_STATE_ CONF

ALTERNATE_CALL_REQ Place an active call on hold and ALTERNATE_CALL_CONF

then retrieve a previously held call
or answer an alerting call at the
same device.

ANSWER_CALL_REQ Connect an alerting call at the ANSWER_CALL_CONF

device that is alerting.

CLEAR_CALL_REQ Release all devices from the CLEAR_CALL_CONF

specified call.

CLEAR_CONNECTION_ REQ Release a specific device CLEAR_CONNECTION_ CONF

connection from the designated
call.

CONFERENCE_CALL_ REQ Conference an existing held call CONFERENCE_CALL_ CONF

with another active call.

CONSULTATION_CALL_REQ Place an active call on hold and CONSULTATION_CALL_ CONF

then make a new call.

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QUERY_AGENT_STATE_REQ

DEFLECT_CALL_REQ Move an alerting call from a known DEFLECT_CALL_CONF

device to another device.

HOLD_CALL_REQ Place an existing call connection HOLD_CALL_CONF

into the held state.

MAKE_CALL_REQ Initiate a call between two devices. MAKE_CALL_CONF

RECONNECT_CALL_ REQ Clear an active call and retrieve an RECONNECT_CALL_CONF

existing held call.

RETRIEVE_CALL_REQ Retrieve an existing held RETRIEVE_CALL_CONF

connection.

TRANSFER_CALL_REQ Transfer a held call to another TRANSFER_CALL_CONF

active call at the same device.

QUERY_DEVICE_INFO_ REQ Retrieve general information about QUERY_DEVICE_INFO_ CONF

a specified device.

SNAPSHOT_CALL_REQ Retrieve information about a SNAPSHOT_CALL_CONF

specified call.

SNAPSHOT_DEVICE_ REQ Retrieve information about a SNAPSHOT_DEVICE_CONF

specified device.

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

START_NETWORK_RECORDING_REQ Start recording the call. START_NETWORK_RECORDING_CONF

STOP_NETWORK_RECORDING_REQ Stop recording the call STOP_NETWORK_RECORDING_CONF

Related Topics
Failure Indication Message Status Codes, on page 319

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

Table 118: QUERY_AGENT_STATE_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 36.

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InvokeID An ID for this request UINT 4

message, returned in the
corresponding confirm
message.

PeripheralID The PeripheralID of the UINT 4

ACD where the device is
located.

MRDID Media Routing Domain INT 4

ID as configured in
Unified CCE and the
ARM client. MRDID and
one of ICMAgentID,
AgentExtension,
AgentID, or
AgentInstrument must be
provided.

ICMAgentID The Skill Target ID, a INT 4

unique agent identifier for
Unified CCE. At least one
of ICMAgentID,
AgentExtension,
AgentID, or
AgentInstrument must be
provided.

Floating Part

Field Name Value Data Type Max. Size

AgentExtension The agent’s ACD teleset STRING 16

extension. At least one of
ICMAgentID,
AgentExtension,
AgentID, or
AgentInstrument must be
provided.

AgentID The agent’s ACD login STRING 12

ID. At least one of
ICMAgentID,
AgentExtension,
AgentID, or
AgentInstrument must be
provided.

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QUERY_AGENT_STATE_REQ

AgentInstrument The agent’s ACD STRING 64

instrument number. At
least one of ICMAgentID,
AgentExtension,
AgentID, or
AgentInstrument must be
provided.

The CTI Server sends the QUERY_AGENT_STATE CONF message as the query response:

Table 119: QUERY_AGENT_STATE_CONF Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 37.

InvokeID Set to the value of the UINT 4

InvokeID from the
corresponding request
message.

AgentState An AgentState value USHORT 2

representing the current
state of the associated
agent.

NumSkillGroups The number of Skill USHORT 2

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.

MRDID Media Routing Domain INT 4

ID as configured in
Unified CCE and the
ARM client.

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NumTasks The number of tasks UINT 4

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.

AgentMode The mode that the agent USHORT 2

will be in when the login
completes. ROUTABLE
= 1, NOT ROUTABLE =
0

MaxTaskLimit The maximum number of UINT 4

tasks that the agent can be
simultaneously working
on.

ICMAgentID The Skill Target ID, a INT 4

unique agent identifier for
Unified CCE.

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Agent Availability Status An agent is available to UINT 4

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

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DepartmentID Department ID of the INT 4

Agent

Floating Part

Field Name Value Data Type Max Size

AgentID (optional) The agent’s ACD login STRING 12

ID, if an agent is logged
into the specified device.

AgentExtension (optional) The agent’s ACD teleset STRING 16

extension, if an agent is
logged into the specified
device.

AgentInstrument The agent’s ACD STRING 64

(optional) instrument number, if an
agent is logged into the
specified device.

SkillGroup Number The number of an agent UINT 4

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).

SkillGroupID The SkillGroupID of the UINT 4

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.

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SkillGroup Priority The priority of the skill USHORT 2

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.

SkillGroupState One of the values from USHORT 2

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.

InternalAgentState A value representing the USHORT 2

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.

MaxBeyondTaskLimit The maximum number of UINT 4

tasks that the agent can
simultaneously be
working on after reaching
maximum task limit.

Related Topics
Agent Internal States Message Values, on page 375
AgentState Values, on page 344
Special Values, on page 327

SET_AGENT_STATE_REQ
Use this message to change an ACD agent state to one of the values defined below.

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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.

Table 120: SET_AGENT_STATE_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 38.

InvokeID An ID for this request UINT 4

message, returned in the
corresponding confirm
message.

PeripheralID The PeripheralID of the UINT 4

ACD where the device is
located.

AgentState An AgentState value USHORT 2

representing the desired
state of the associated
agent.

AgentWorkMode An AgentWorkMode USHORT 2

value representing the
desired work mode of the
associated agent.

NumSkillGroups The number of SkillGroup USHORT 2

Number and SkillGroup
Priority fields in the
floating part of the
message, up to a
maximum of 10.

EventReasonCode A peripheral-specific code USHORT 2

indicating the reason for
the state change.

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ForcedFlag The CTI Server is UCHAR 1

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.

AgentServiceReq BitMask indicates what UINT 4

services the agent expects.

Floating Part

Field Name Value Data Type Max. Size

AgentInstrument The agent’s ACD STRING 64

instrument number.

ActiveTerminal The selected terminal STRING 64

device name, if any.

AgentID (optional) The agent’s ACD login STRING 12

ID. This field is required
when AgentState is
AGENT_
STATE_LOGIN or
AGENT_
STATE_LOGOUT.

AgentPassword (optional) The password that allows STRING 64

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.

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PositionID (optional) Required by some STRING 12

peripherals when
AgentState is AGENT_
STATE_LOGIN.

SupervisorID (optional) Required by some STRING 12

peripherals when
AgentState is AGENT_
STATE_LOGIN.

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 When AgentState is INT 4

(optional) 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.

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SkillGroupPriority The priority of the skill USHORT 2

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.

The CTI Server sends the SET_AGENT_STATE_CONF message to confirm receipt of the request:

Table 121: SET_AGENT_STATE_CONF Message Format

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 39.

InvokeID Set to the value of the UINT 4

InvokeID from the
corresponding request
message.

Related Topics
AgentState Values, on page 344
AgentWorkMode Values, on page 370
CALL_DELIVERED_EVENT, on page 66

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.

Table 122: ALTERNATE_CALL_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 40.

InvokeID An ID for this request UINT 4

message, returned in the
corresponding confirm
message.

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PeripheralID The PeripheralID of the UINT 4

ACD where the calls are
located.

ActiveConnection CallID The Call ID value UINT 4

assigned to the currently
active call by the
peripheral or Unified
CCE.

OtherConnection CallID The Call ID value UINT 4

assigned to the other call
by the peripheral or
Unified CCE.

ActiveConnection The type of device ID in USHORT 2

DeviceIDType the
ActiveConnectionDeviceID
floating field.

OtherConnection The type of device ID in USHORT 2

DeviceIDType the Other
ConnectionDeviceID
floating field.

Floating Part

Field Name Value Data Type Max. Size

ActiveConnection The device ID of the STRING 64

DeviceID device associated with the
currently active
connection.

OtherConnection Device The device ID of the STRING 64

ID device associated with the
other connection.

AgentInstrument The agent’s ACD STRING 64

(optional) instrument number.

The CTI Server sends the ALTERNATE_CALL_CONF message to confirm receipt of the request:

Table 123: ALTERNATE_CALL_CONF Message Format

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 41.

InvokeID Set to the value of the UINT 4

InvokeID from the
corresponding request
message.

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Related Topics
ConnectionDeviceIDType Values, on page 356

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:

Table 124: ANSWER_CALL_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 42.

InvokeID An ID for this request UINT 4

message, returned in the
corresponding confirm
message.

PeripheralID The PeripheralID of the UINT 4

ACD where the call is
located.

ConnectionCallID The Call ID value UINT 4

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.

ConnectionDevice The type of device ID in USHORT 2

IDType the ConnectionDeviceID
floating field.

Floating Part

Field Name Value Data Type Max. Size

ConnectionDevice ID The device ID of the STRING 64

device associated with the
connection.

AgentInstrument The ACD instrument STRING 64

(optional) number of the instrument
that should answer the
call.

The CTI Server sends the ANSWER_CALL_CONF message to confirm receipt of the request:

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Table 125: ANSWER_CALL_CONF Message Format

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

Message Type = 43.

InvokeID Set to the value of the UINT 4

InvokeID from the
corresponding request
message.

Related Topics
ConnectionDeviceIDType Values, on page 356

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

Table 126: CLEAR_CALL_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 44.

InvokeID An ID for this request UINT 4

message, returned in the
corresponding confirm
message.

PeripheralID The PeripheralID of the UINT 4

ACD where the call is
located.

ConnectionCallID The Call ID value UINT 4

assigned to the call by the
peripheral or Unified
CCE.

ConnectionDevice The type of device ID in USHORT 2

IDType the ConnectionDeviceID
floating field.

Floating Part

Field Name Value Data Type Max. Size

ConnectionDevice ID The device ID of the STRING 64

device associated with the
connection.

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AgentInstrument The agent’s ACD STRING 64

(optional) instrument number.

The CTI Server sends the CLEAR_CALL_CONF message to confirm receipt of the request:

Table 127: CLEAR_CALL_CONF Message Format

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

Message Type = 45.

InvokeID Set to the value of the UINT 4

InvokeID from the
corresponding request
message.

Related Topics
ConnectionDeviceIDType Values, on page 356

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

Table 128: CLEAR_CONNECTION_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 46.

InvokeID An ID for this request UINT 4

message, returned in the
corresponding confirm
message.

PeripheralID The PeripheralID of the UINT 4

ACD where the call is
located.

ConnectionCallID The Call ID value UINT 4

assigned to the call by the
peripheral or Unified
CCE.

ConnectionDevice The type of device ID in USHORT 2

IDType the ConnectionDeviceID
floating field.

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RequestingDevice IDType Indicates the type of the USHORT 2

(optional) device identifier supplied
in the
RequestingDeviceID
field. NONE is an
acceptable value.

Floating Part

Field Name Value Data Type Max. Size

ConnectionDeviceID The device ID of the STRING 64

device connection that is
to be released.

AgentInstrument The ACD instrument STRING 64

(optional) number of the instrument
with device connection
that is to be released.

CTIOSCILClientID Unique ID for use by CTI STRING 64

OS to identify the CIL
Client.

RequestingDeviceID Optionally specifies the STRING 64

(optional) controller device
requesting the clear
operation.

The CTI Server sends the CLEAR_CONNECTION_CONF message to confirm receipt of the request:

Table 129: CLEAR_CONNECTION_CONF Message Format

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 47.

InvokeID Set to the value of the UINT 4

InvokeID from the
corresponding request
message.

Related Topics
ConnectionDeviceIDType Values, on page 356
DeviceIDType Values, on page 352

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.

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Table 130: CONFERENCE_CALL_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 48.

InvokeID An ID for this request UINT 4

message, returned in the
corresponding confirm
message.

PeripheralID The PeripheralID of the UINT 4

ACD where the call is
located.

HeldConnection CallID The Call ID value UINT 4

assigned to the held call
by the peripheral or
Unified CCE.

ActiveConnection CallID The Call ID value UINT 4

assigned to the active call
by the peripheral or
Unified CCE.

HeldConnection The type of device ID in USHORT 2

DeviceIDType the
HeldConnectionDeviceID
floating field.

ActiveConnection The type of device ID in USHORT 2

DeviceIDType the
ActiveConnectionDevice
ID floating.

CallPlacementType A CallPlacementType USHORT 2

value specifying how the
call is to be placed.

CallMannerType A CallMannerType value USHORT 2

specifying additional call
processing options.

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AlertRings The maximum amount of USHORT 2

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.

CallOption A CallOption value USHORT 2

specifying additional
peripheral-specific call
options.

FacilityType A FacilityType value USHORT 2

indicating the type of
facility to be used.

AnsweringMachine An AnsweringMachine USHORT 2

value specifying the
action to be taken if the
call is answered by an
answering machine.

Priority Set to TRUE if the call BOOL 2

should receive priority
handling.

PostRoute1 When this field is set to BOOL 2

TRUE and a
DialedNumber is provided
instead of a held call
(single step conference),
the Unified ICM
post-routing capabilities
determine the new call
destination.

NumNamed Variables The number of USHORT 2

NamedVariable floating
fields present in the
floating part of the
message.

NumNamed Arrays The number of USHORT 2

NamedArray floating
fields present in the
floating part of the
message.

Floating Part

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Field Name Value Data Type Max. Size

ActiveConnection The device ID of the STRING 64

DeviceID device associated with the
active connection.

HeldConnection Device The device ID of the STRING 64

ID device associated with the
held connection.

AgentInstrument The agent’s ACD STRING 64

(optional) instrument number.

DialedNumber (optional) The number to be dialed STRING 40

to effect a single step
conference of the active
call. Either a
HeldConnection DeviceID
or DialedNumber is
required.

UserToUserInfo The ISDN user-to-user UNSPEC 131

(optional) information.

CallVariable1 (optional) Call-related variable data. STRING 41

… … … …

CallVariable10 (optional) Call-related variable data. STRING 41

CallWrapupData Call-related wrapup data. STRING 40

(optional)

NamedVariable (optional) Call-related variable data NAMEDVAR 251

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.

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NamedArray (optional) Call-related variable data NAMED ARRAY 252

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.

FacilityCode (optional) A trunk access code, split STRING 40

extension, or other data
needed to access the
chosen facility.

Authorization Code An authorization code STRING 40

(optional) needed to access the
resources required to
initiate the call.

AccountCode (optional) A cost-accounting or STRING 40

client number used by the
peripheral for charge-back
purposes.
1
The PostRoute flag is not supported in Unified CCE environments when integrating with CUCM or
UCCE System peripheral gateway. When a call is placed from an Agent's desktop in UCCE environment,
a post route request is implicitly triggered by the PG, instead of a new call originating via the Unified
Communications Manager.
The CTI Server sends the CONFERENCE_CALL_CONF message to confirm receipt of the request:

Table 131: CONFERENCE_CALL_CONF Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 49.

InvokeID Set to the value of the UINT 4

InvokeID from the
corresponding request
message.

NewConnection CallID The Call ID value UINT 4

assigned to the resulting
conference call by the
peripheral or Unified
CCE.

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NewConnection The type of device ID in USHORT 2

DeviceIDType the
NewConnectionDeviceID
floating field.

NumParties The number of active USHORT 2

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.

LineHandle This field identifies the USHORT 2

teleset line used, if
known. Otherwise this
field is set to 0xffff.

LineType The type of the teleset line USHORT 2

in the LineHandle field.

Floating Part

Field Name Value Data Type Max. Size

NewConnection DeviceID The device ID of the STRING 64

device associated with the
connection.

ConnectedParty CallID The Call ID value UINT 4

(optional) assigned to one of the
conference call parties.
There may be more than
one ConnectedParty
CallID field in the
message (see
NumParties).

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ConnectedParty The type of device ID in USHORT 2

DeviceIDType (optional) 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.

ConnectedParty DeviceID The device identifier of STRING 64

(optional) 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.

Related Topics
AnsweringMachine Values, on page 368
CallMannerType Values, on page 366
CallOption Values, on page 367
CallPlacementType Values, on page 366
ConnectionDeviceIDType Values, on page 356
FacilityType Values, on page 368
LineType Values, on page 356
NAMEDVAR Data Type, on page 29
NAMEDARRAY Data Type, on page 30

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.

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Table 132: CONSULTATION_CALL_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 50.

InvokeID An ID for this request UINT 4

message, returned in the
corresponding confirm
message.

PeripheralID The Unified CCE UINT 4

PeripheralID of the ACD
where the call is located.

ActiveConnectionCallID The Call ID value UINT 4

assigned to the active call
by the peripheral or
Unified CCE.

ActiveConnectionDeviceIDType The type of device ID in USHORT 2

the
ActiveConnectionDeviceID
floating field.

CallPlacementType A CallPlacementType USHORT 2

value specifying how the
call is to be placed.

CallMannerType A CallMannerType value USHORT 2

specifying additional call
processing options.

ConsultType A ConsultType value USHORT 2

indicating the reason for
initiating the consult call.

AlertRings The maximum amount of USHORT 2

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.

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CallOption A CallOption value USHORT 2

specifying additional
peripheral-specific call
options.

FacilityType A FacilityType Value USHORT 2

indicating the type of
facility to be used.

Answering Machine An AnsweringMachine USHORT 2

value specifying the
action to be taken if the
call is answered by an
answering machine.

Priority Set this field to TRUE if BOOL 2

the consultation call
should receive priority
handling.

PostRoute2 When TRUE, the Unified BOOL 2

ICM post-routing
capabilities determine the
new call destination.

NumNamed Variables The number of USHORT 2

NamedVariable floating
fields present in the
floating part of the
message.

NumNamed Arrays The number of USHORT 2

NamedArray floating
fields present in the
floating part of the
message.

Floating Part

Field Name Value Data Type Max. Size

ActiveConnection The device ID of the STRING 64

DeviceID device associated with the
active connection.

DialedNumber The number to be dialed STRING 40

to establish the new call.

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AgentInstrument The ACD instrument STRING 64

(optional) number of the instrument
that should initiate the
new call. This field may
be required for some
peripheral types.

UserToUserInfo The ISDN user-to-user UNSPEC 131

(optional) information element that
should be used in place of
the corresponding data
from the active call.

CallVariable1 (optional) Call-related variable data STRING 41

that should be used in
place of the corresponding
variable from the active
call.

… … … …

CallVariable10 (optional) Call-related variable data STRING 41

that should be used in
place of the corresponding
variable from the active
call.

CallWrapupData Call-related wrapup data STRING 40

(optional) that should be used in
place of the corresponding
data from the active call.

NamedVariable (optional) Call-related variable data NAMEDVAR 251

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.

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NamedArray (optional) Call-related variable data NAMEDARRAY 252

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.

FacilityCode (optional) A trunk access code, split STRING 40

extension, or other data
needed to access the
chosen facility.

Authorization Code An authorization code STRING 40

(optional) needed to access the
resources required to
initiate the call.

AccountCode (optional) A cost-accounting or STRING 40

client number used by the
peripheral for charge-back
purposes.
2
The PostRoute flag is not supported in Unified CCE environments when integrating with CUCM or
UCCE System peripheral gateway. When a call is placed from an Agent's desktop in UCCE environment,
a post route request is implicitly triggered by the PG, instead of a new call originating via the Unified
Communications Manager.
The CTI Server sends the CONSULTATION_CALL_CONF message to confirm receipt of the request:

Table 133: CONSULTATION_CALL_CONF Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 51.

InvokeID Set to the value of the UINT 4

InvokeID from the
corresponding request
message.

NewConnection CallID The Call ID value UINT 4

assigned to the resulting
new call by the peripheral
or Unified CCE.

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NewConnection The type of device ID in USHORT 2

DeviceIDType the
NewConnectionDeviceID
floating field.

LineHandle This field identifies the USHORT 2

teleset line used, if
known. Otherwise this
field is set to 0xffff.

LineType The type of the teleset line USHORT 2

in the LineHandle field.

Floating Part

Field Name Value Data Type Max. Size

NewConnection DeviceID The device ID of the STRING 64

device associated with the
new call.

Related Topics
AnsweringMachine Values, on page 368
CallMannerType Values, on page 366
CallOption Values, on page 367
CallPlacementType Values, on page 366
ConnectionDeviceIDType Values, on page 356
ConsultType Values, on page 368
FacilityType Values, on page 368
LineType Values, on page 356
NAMEDVAR Data Type, on page 29
NAMEDARRAY Data Type, on page 30

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.

Table 134: DEFLECT_CALL_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 52.

InvokeID An ID for this request UINT 4

message, returned in the
corresponding confirm
message.

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PeripheralID The PeripheralID of the UINT 4

ACD where the call is
located.

ConnectionCallID The Call ID value UINT 4

assigned to the alerting
call by the peripheral or
Unified CCE.

ConnectionDevice The type of device ID in USHORT 2

IDType the ConnectionDeviceID
floating field.

CalledDevice Type The type of device ID in USHORT 2

the Called DeviceID
floating field.

Floating Part

Field Name Value Data Type Max. Size

ConnectionDeviceID The device ID of the STRING 64

device associated with the
alerting connection.

CalledDeviceID The destination device STRING 64

address identifying where
the call is to be deflected.

AgentInstrument The agent’s ACD STRING 64

(optional) instrument number.

The CTI Server sends the DEFLECT_CALL_CONF message to confirm receipt of the request:

Table 135: DEFLECT_CALL_CONF Message Format

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 53.

InvokeID Set to the value of the UINT 4

InvokeID from the
corresponding request
message.

Related Topics
ConnectionDeviceIDType Values, on page 356
DeviceIDType Values, on page 352

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

Table 136: HOLD_CALL_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 54.

InvokeID An ID for this request UINT 4

message, returned in the
corresponding confirm
message.

PeripheralID The PeripheralID of the UINT 4

ACD where the call is
located.

ConnectionCallID The Call ID value UINT 4

assigned to the call by the
peripheral or Unified
CCE.

ConnectionDevice The type of device ID in USHORT 2

IDType the ConnectionDeviceID
floating field.

Reservation TRUE to reserve the BOOL 2

facility for reuse by the
held call. Not appropriate
for most non-ISDN
telephones.

Floating Part

Field Name Value Data Type Max. Size

ConnectionDevice ID The device ID of the STRING 64

device associated with the
connection.

AgentInstrument The agent’s ACD STRING 64

(optional) instrument number.

The CTI Server sends the HOLD_CALL_CONF message to confirm receipt of the request.

Table 137: HOLD_CALL_CONF Message Format

Field Name Value Data Type Byte Size

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MessageHeader Standard message header. MHDR 8

MessageType = 55.

InvokeID Set to the value of the UINT 4

InvokeID from the
corresponding request
message.

Related Topics
ConnectionDeviceIDType Values, on page 356

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).

Table 138: MAKE_CALL_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 56.

InvokeID An ID for this request UINT 4

message, returned in the
corresponding confirm
message.

PeripheralID The PeripheralID of the UINT 4

ACD where the devices
are located.

CallPlacementType A CallPlacementType USHORT 2

value specifying how the
call is to be placed.

CallMannerType A CallMannerType USHORT 2

specifying additional call
processing options.

AlertRings The maximum amount of USHORT 2

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).

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CallOption A CallOption value USHORT 2

specifying additional
peripheral-specific call
options.

FacilityType A FacilityType value USHORT 2

indicating the type of
facility to be used.

AnsweringMachine An AnsweringMachine USHORT 2

value specifying the
action to be taken if the
call is answered by an
answering machine.

Priority Set this field to TRUE if BOOL 2

the call should receive
priority handling.

PostRoute3 When TRUE, the Unified BOOL 2

ICM post-routing
capabilities determine the
new call destination.

NumNamed Variables The number of USHORT 2

NamedVariable floating
fields present in the
floating part of the
message.

NumNamedArrays The number of USHORT 2

NamedArray floating
fields present in the
floating part of the
message.

SkilGroupNumber The peripheral number of UINT 4

the skill group to make the
call on behalf of. May be
NULL_SKILL_GROU P
if default is desired.

Floating Part

Field Name Value Data Type Max. Size

AgentInstrument The agent’s ACD STRING 64

instrument number

DialedNumber The number to be dialed STRING 40

to establish the new call.

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UserToUserInfo The ISDN user-to-user UNSPEC 131

(optional) information.

CallVariable1 (optional) Call-related variable data. STRING 41

… … … …

CallVariable10 (optional) Call-related variable data. STRING 41

CallWrapupData Call-related wrapup data. STRING 40

(optional)

NamedVariable (optional) Call-related variable data NAMED VAR 251

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. .

NamedArray (optional) Call-related variable data NAMED ARRAY 252

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.

FacilityCode (optional) A trunk access code, split STRING 40

extension, or other data
needed to access the
chosen facility.

AuthorizationCode An authorization code STRING 40

(optional) needed to access the
resources required to
initiate the call.

AccountCode (optional) A cost-accounting or STRING 40

client number used by the
peripheral for charge-back
purposes.

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CCT (optional) Call control table, STRING 4

required for Aspect PIM
unless Call Placement
Type is
CPT_OUTBOUND.
3
The PostRoute flag is not supported in Unified CCE environments when integrating with CUCM or
UCCE System peripheral gateway. When a call is placed from an Agent's desktop in UCCE environment,
a post route request is implicitly triggered by the PG, instead of a new call originating via the Unified
Communications Manager.
The CTI Server sends the MAKE_CALL_CONF message to confirm receipt of the request.

Table 139: MAKE_CALL_CONF Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 57.

InvokeID Set to the value of the UINT 4

InvokeID from the
corresponding request
message.

NewConnection CallID The Call ID value UINT 4

assigned to the call by the
peripheral or Unified
CCE.

NewConnection The type of device ID in USHORT 2

DeviceIDType the NewConnection
Device ID floating field.

LineHandle This field identifies the USHORT 2

teleset line used, if
known. Otherwise this
field is set to 0xffff.

LineType The type of the teleset line USHORT 2

in the LineHandle field.

Floating Part

Field Name Value Data Type Max. Size

NewConnection DeviceID The device ID of the STRING 64

device associated with the
connection.

Related Topics
AnsweringMachine Values, on page 368

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CallMannerType Values, on page 366

CallOption Values, on page 367
CallPlacementType Values, on page 366
ConnectionDeviceIDType Values, on page 356
FacilityType Values, on page 368
LineType Values, on page 356
NAMEDVAR Data Type, on page 29
NAMEDARRAY Data Type, on page 30

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).

Table 140: MAKE_PREDICTIVE_CALL_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 58.

InvokeID An ID for this request UINT 4

message that will be
returned in the
corresponding confirm
message.

PeripheralID The PeripheralID of the UINT 4

ACD where the devices
are located.

CallPlacementType A CallPlacementType USHORT 2

value specifying how the
call is to be placed.

CallMannerType A CallMannerType value USHORT 2

specifying additional call
processing options.

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AlertRings The maximum amount of USHORT 2

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.

CallOption A CallOption value USHORT 2

specifying additional
peripheral-specific call
options.

FacilityType A FacilityType value USHORT 2

indicating the type of
facility to be used.

AnsweringMachine An AnsweringMachine USHORT 2

value specifying the
action to be taken if the
call is answered by an
answering machine.

Priority Set this field to TRUE if BOOL 2

the call should receive
priority handling.

AllocationState An AllocationState value USHORT 2

indicating the destination
connection state that
should cause the call to be
connected to the
originating device.

DestinationCountry A DestinationCountry USHORT 2

value specifying the
country of the destination
of the call.

AnswerDetectMode An AnswerDetectMode USHORT 2

value specifying the mode
of operation of the
answering machine
detection equipment.

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AnswerDetectTime The time interval, in USHORT 2

seconds, allotted for
answering machine
detection. A zero value
indicates that the
peripheral default should
be used.

AnswerDetect Control1 A peripheral-specific ULONG 4

value used to control the
operation of answering
machine detection
equipment. Set this field
to zero when not used or
not applicable.

AnswerDetect Control2 A peripheral-specific ULONG 4

value used to control the
operation of answering
machine detection
equipment. Set this field
to zero when not used or
not applicable.

NumNamed Variables The number of USHORT 2

NamedVariable floating
fields present in the
floating part of the
message.

NumNamedArrays The number of USHORT 2

NamedArray floating
fields present in the
floating part of the
message.

Floating Part

Field Name Value Data Type Max. Size

OriginatingDevice ID The ACD device (CCT, STRING 64

VDN, etc.) that will
originate the call.

DialedNumber The number to be dialed STRING 40

to establish the new call.

UserToUserInfo The ISDN user-to-user UNSPEC 131

(optional) information.

CallVariable1 (optional) Call-related variable data. STRING 41

… … … …

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CallVariable10 (optional) Call-related variable data. STRING 41

CallWrapupData Call-related wrapup data. STRING 40

(optional)

NamedVariable (optional) Call-related variable data NAMEDVAR 251

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.

NamedArray (optional) Call-related variable data NAMED ARRAY 252

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.

FacilityCode (optional) A trunk access code, split STRING 40

extension, or other data
needed to access the
chosen facility.

AuthorizationCode An authorization code STRING 40

(optional) needed to access the
resources required to
initiate the call.

AccountCode (optional) A cost-accounting or STRING 40

client number used by the
peripheral for charge-back
purposes.

OriginatingLineID The originating line ID to STRING 40

(optional) be used for the call (not
supported by all ACDs
and trunk types).

CCT (optional) Call control table, STRING 4

required for Aspect PIM
unless Call Placement
Type is
CPT_OUTBOUND.

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The MAKE_PREDICTIVE_CALL_CONF message confirms receipt of the request.

Table 141: MAKE_PREDICTIVE_CALL_CONF Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 59.

InvokeID Set to the same value as UINT 4

the InvokeID from the
corresponding request
message.

NewConnectionCallID The Call ID value UINT 4

assigned to the call by the
peripheral or Unified
CCE.

NewConnectionDeviceIDType Indicates the type of the USHORT 2

device identifier supplied
in the
NewConnectionDeviceID
floating field.

LineHandle This field identifies the USHORT 2

teleset line used, if
known. Otherwise this
field is set to 0xffff.

LineType Indicates the type of the USHORT 2

teleset line given in the
LineHandle field.

Floating Part

Field Name Value Data Type Max. Size

NewConnectionDeviceID The device identifier of STRING 64

the device associated with
the connection.

Related Topics
AllocationState Values, on page 363
AnswerDetectMode Values, on page 369

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

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Table 142: RECONNECT_CALL_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 60.

InvokeID An ID for this request UINT 4

message, returned in the
corresponding confirm
message.

PeripheralID The PeripheralID of the UINT 4

ACD where the calls are
located.

ActiveConnectionCallID The Call ID value UINT 4

assigned to the currently
active call by the
peripheral or Unified
CCE.

HeldConnectionCallID The Call ID value UINT 4

assigned to the held call
by the peripheral or
Unified CCE.

ActiveConnectionDevice The type of device ID in USHORT 2

IDType the ActiveConnection
DeviceID floating field.

HeldConnectionDevice The type of device ID in USHORT 2

IDType the
HeldConnectionDeviceID.

Floating Part

Field Name Value Data Type Max. Size

ActiveConnection The device ID of the STRING 64

DeviceID device associated with the
currently active
connection.

HeldConnectionDevice ID The device ID of the STRING 64

device associated with the
held connection.

AgentInstrument The agent’s ACD STRING 64

(optional) instrument number.

The CTI Server sends the RECONNECT_CALL_CONF message to confirm receipt of the request:

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Table 143: RECONNECT_CALL_CONF Message Format

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

Message Type = 61.

InvokeID Set to the value of the UINT 4

InvokeID from the
corresponding request
message.

Related Topics
ConnectionDeviceIDType Values, on page 356

RETRIEVE_CALL_REQ
Use this message to retrieve an existing held connection.

Table 144: RETRIEVE_CALL_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 62.

InvokeID An ID for this request UINT 4

message, returned in the
corresponding confirm
message.

PeripheralID The PeripheralID of the UINT 4

ACD where the call is
located.

HeldConnection CallID The Call ID value UINT 4

assigned to the held call
by the peripheral or
Unified CCE.

HeldConnection The type of device ID in USHORT 2

DeviceIDType the
HeldConnectionDeviceID
floating field.

Floating Part

Field Name Value Data Type Max. Size

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HeldConnection DeviceID The device ID of the STRING 64

device associated with the
held connection.

AgentInstrument The agent’s ACD STRING 64

(optional) instrument number.

The CTI Server sends the RETRIEVE_CALL_CONF message to confirm receipt of the request.

Table 145: RETRIEVE_CALL_CONF Message Format

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 63.

InvokeID Set to the value of the UINT 4

InvokeID from the
corresponding request
message.

Related Topics
ConnectionDeviceIDType Values, on page 356

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).

Table 146: TRANSFER_CALL_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 64.

InvokeID An ID for this request UINT 4

message, returned in the
corresponding confirm
message.

PeripheralID The PeripheralID of the UINT 4

ACD where the calls are
located.

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ActiveConnection CallID The Call ID value UINT 4

assigned to the currently
active call by the
peripheral or Unified
CCE.

HeldConnectionCallID The Call ID value UINT 4

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.

ActiveConnection The type of device ID in USHORT 2

DeviceIDType the
ActiveConnectionDeviceID
floating field.

HeldConnectionDevice The type of device ID in USHORT 2

IDType 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.

CallPlacementType A CallPlacementType USHORT 2

value specifying how the
call is to be placed.

CallMannerType A CallMannerType value USHORT 2

specifying additional call
processing options.

AlertRings The maximum amount of USHORT 2

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).

CallOption A CallOption value USHORT 2

specifying additional
peripheral-specific call
options.

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FacilityType A FacilityType value USHORT 2

indicating the type of
facility to be used.

AnsweringMachine An AnsweringMachine USHORT 2

value specifying the
action to be taken if the
call is answered by an
answering machine.

Priority Set this field to TRUE if BOOL 2

the call should receive
priority handling.

PostRoute4 When TRUE and a BOOL 2

DialedNumber is provided
instead of a held call
(single step transfer), the
Unified ICM post-routing
capabilities determine the
new call destination.

NumNamed Variables The number of USHORT 2

NamedVariable floating
fields present in the
floating part of the
message.

NumNamedArrays The number of USHORT 2

NamedArray floating
fields present in the
floating part of the
message.

Floating Part

Field Name Value Data Type Max. Size

ActiveConnection The device ID of the STRING 64

DeviceID device associated with the
currently active
connection.

HeldConnectionDevice ID The device ID of the STRING 64

(optional) device associated with the
held connection. Either a
Held ConnectionDeviceID
or DialedNumber is
required.

AgentInstrument The agent’s ACD STRING 64

(optional) instrument number.

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DialedNumber (optional) The number to be dialed STRING 40

to effect a single step
transfer of the active call.
Either a
HeldConnectionDeviceID
or DialedNumber is
required.

UserToUserInfo The ISDN user-to-user UNSPEC 131

(optional) information.

CallVariable1 (optional) Call-related variable data. STRING 41

… … … …

CallVariable10 (optional) Call-related variable data. STRING 41

CallWrapupData Call-related wrapup data. STRING 40

(optional)

NamedVariable (optional) Call-related variable data NAMED VAR 251

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.

NamedArray (optional) Call-related variable data NAMED ARRAY 252

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.

FacilityCode (optional) A trunk access code, split STRING 40

extension, or other data
needed to access the
chosen facility.

AuthorizationCode An authorization code STRING 40

(optional) needed to access the
resources required to
initiate the call.

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AccountCode (optional) A cost-accounting or STRING 40

client number that the
peripheral uses for
charge-back purposes.
4
The PostRoute flag is not supported in Unified CCE environments when integrating with CUCM or
UCCE System peripheral gateway. When a call is placed from an Agent's desktop in UCCE environment,
a post route request is implicitly triggered by the PG, instead of a new call originating via the Unified
Communications Manager.
The CTI Server sends the TRANSFER_CALL_CONF message to confirm receipt of the request.

Table 147: TRANSFER_CALL_CONF Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 65.

InvokeID Set to the value of the UINT 4

InvokeID from the
corresponding request
message.

NewConnectionCallID The Call ID value UINT 4

assigned to the resulting
transferred call by the
peripheral or Unified
CCE.

NewConnection The type of device ID in USHORT 2

DeviceIDType the
NewConnectionDeviceID
floating field.

NumParties The number of active USHORT 2

connections associated
with this conference call,
up to a maximum of 16
(Special Values, on page
327). This value also
indicates the number of
ConnectedPartyCall ID,
ConnectedPartyDevice
IDType, and
ConnectedParty DeviceID
floating fields in the
floating part of the
message.

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LineHandle This field identifies the USHORT 2

teleset line used, if
known. Otherwise this
field is set to 0xffff.

LineType The type of the teleset line USHORT 2

in the LineHandle field.

Floating Part

Field Name Value Data Type Max. Size

NewConnection DeviceID The device ID of the STRING 64

device associated with the
connection.

ConnectedPartyCallID The Call ID value UINT 4

(optional) assigned to one of the
conference call parties.
There may be more than
one ConnectedParty
CallID field in the
message (see
NumParties).

ConnectedPartyDeviceIDType The type of device ID in USHORT 2

(optional) 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.

ConnectedPartyDeviceID The device identifier of STRING 64

(optional) 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.

Related Topics
AnsweringMachine Values, on page 368

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CallMannerType Values, on page 366

CallOption Values, on page 367
CallPlacementType Values, on page 366
ConnectionDeviceIDType Values, on page 356
FacilityType Values, on page 368
LineType Values, on page 356
NAMEDVAR Data Type, on page 29
NAMEDARRAY Data Type, on page 30

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

Table 148: QUERY_DEVICE_INFO_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 78.

InvokeID An ID for this request UINT 4

message, returned in the
corresponding confirm
message.

PeripheralID The PeripheralID of the UINT 4

ACD where the device is
located.

Reserved Reserved for internal use, USHORT 2

set this field to zero.

Floating Part

Field Name Value Data Type Max. Size

AgentInstrument The device instrument STRING 64

number.

QUERY_DEVICE_INFO_CONF Message Format

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

Table 149: QUERY_DEVICE_INFO_CONF Message Format

Fixed Part

Field Name Value Data Type Byte Size

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MessageHeader Standard message header. MHDR 8

MessageType = 79.

InvokeID Set to the value of the UINT 4

InvokeID from the
corresponding request
message.

PeripheralType The type of the peripheral. USHORT 2

TypeOfDevice A TypeOfDevice value USHORT 2

specifying the type of the
device.

ClassOfDevice A ClassOfDevice value USHORT 2

specifying the class(es) of
the device.

NumLines The number of USHORT 2

LineHandle and LineType
fields in the floating part
of the message, up to a
maximum of 10.

Reserved Reserved for internal use. USHORT 2

MaxActiveCalls The maximum number of USHORT 2

concurrent calls that can
be active at the device. Set
to 0xFFFF if unknown or
unavailable.

MaxHeldCalls The maximum number of USHORT 2

concurrent calls that can
be held at the device. Set
to 0xFFFF if unknown or
unavailable.

MaxDevicesIn The maximum number of USHORT 2

Conference devices that may
participate in conference
calls at the device. Set to
0xFFFF if unknown or
unavailable.

MakeCallSetup A bitwise combination of UINT 4

Agent State Masks in
which a
MAKE_CALL_REQ may
be initiated.

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TransferConference Setup A bitwise combination of UINT 4

the Transfer Conference
Setup Masks that
represent all of the valid
ways that the device may
be set up for a transfer or
conference.

CallEventsSupported A bitwise combination of UINT 4

the Unsolicited Call Event
Message Masks that may
be generated by calls at
the device.

CallControlSupported A bitwise combination of UINT 4

the Call Control Masks
that represent all of the
valid call control requests
supported by the device.

OtherFeaturesSupported A bitwise combination of UINT 4

the Other Feature Masks
that represent the other
features supported by the
device.

Floating Part

Field Name Value Data Type Max. Size

LineHandle This field identifies the USHORT 2

“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).

LineType The type of the teleset line USHORT 2

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.

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Transfer Conference Setup Masks

Table 150: Transfer Conference Setup Masks

MaskName Description Value

CONF_SETUP_CONSULT_SPECIFIC ACD call and consultation call that 0x00000001

was initiated with a specific transfer
or conference CallType.

CONF_SETUP_CONSULT_ANY ACD call and consultation call that 0x00000002

was initiated with any CallType.

CONF_SETUP_CONN_ HELD Any connected call and any held 0x00000004

call.

CONF_SETUP_ANY_ Any two call appearances. 0x00000008

TWO_CALLS

CONF_SETUP_SINGLE_ A single ACD call (blind 0x00000010

ACD_CALL conference).

TRANS_SETUP_SINGLE_ACD_CALL A single ACD call (blind transfer). 0x00000020

CONF_SETUP_ANY_ Any single connected call (blind 0x00000040

SINGLE_CALL conference).

TRANS_SETUP_ANY_ Any single connected call (blind 0x00000080

SINGLE_CALL transfer).

Call Control Masks

This table lists the Call Control Masks.

Table 151: Call Control Masks

Mask Name Client Control Requests Value

CONTROL_QUERY_ QUERY_AGENT_STATE 0x00000001

AGENT_STATE

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_ CLEAR_CONNECTION 0x00000020

CONNECTION

CONTROL_ CONFERENCE_CALL 0x00000040

CONFERENCE_CALL

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Mask Name Client Control Requests Value

CONTROL_ CONSULTATION_CALL 0x00000080

CONSULTATION_CALL

CONTROL_DEFLECT_ CALL DEFLECT_CALL 0x00000100

CONTROL_HOLD_CALL HOLD_CALL 0x00000200

CONTROL_MAKE_CALL MAKE_CALL 0x00000400

CONTROL_MAKE_ MAKE_PREDICTIVE_CALL 0x00000800

PREDICTIVE_CALL

CONTROL_ RECONNECT_CALL 0x00001000

RECONNECT_CALL

CONTROL_RETRIEVE_ CALL RETRIEVE_CALL 0x00002000

CONTROL_TRANSFER_ CALL TRANSFER_CALL 0x00004000

CONTROL_QUERY_ QUERY_DEVICE_INFO 0x00008000

DEVICE_INFO

CONTROL_SNAPSHOT_CALL SNAPSHOT_CALL 0x00010000

CONTROL_SNAPSHOT_DEVICE SNAPSHOT_DEVICE 0x00020000

CONTROL_SEND_ SEND_DTMF_SIGNAL 0x00040000

DTMF_SIGNAL

Other Feature Masks

This table lists the Other Feature Masks.

Table 152: Other Feature Masks

Mask Name Description Value

FEATURE_POST_ROUTE Unified CCE Post Routing feature 0x00000001

available.

FEATURE_UNIQUE_ Consultation call CallIDs are 0x00000002

CONSULT_CALLID unique.

Related Topics
AgentState Values, on page 344
ClassOfDevice Values, on page 365
LineType Values, on page 356
PeripheralType Values, on page 346
TypeOfDevice Values, on page 364

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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.

Table 153: SNAPSHOT_CALL_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 82.

InvokeID An ID for this request UINT 4

message, returned in the
corresponding confirm
message.

PeripheralID The Unified CCE UINT 4

PeripheralID of the ACD
where the call is located.

ConnectionCallID The Call ID value UINT 4

assigned to the call by the
peripheral or Unified
CCE.

ConnectionDevice The type of device ID in USHORT 2

IDType the ConnectionDeviceID
floating field.

Floating Part

Field Name Value Data Type Max. Size

ConnectionDevice ID The device ID of the STRING 64

device associated with the
connection.

The CTI Server sends the SNAPSHOT_CALL_CONF message to provide the requested data.

Table 154: SNAPSHOT_CALL_CONF Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 83.

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InvokeID Set to the value of the UINT 4

InvokeID from the
corresponding request
message.

CallType The general classification USHORT 2

of the call type.

NumCTIClients The current number of USHORT 2

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.

NumCallDevices The number of active USHORT 2

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.

NumNamed Variables The number of USHORT 2

NamedVariable floating
fields present in the
floating part of the
message.

NumNamedArrays The number of USHORT 2

NamedArray floating
fields present in the
floating part of the
message.

CalledParty Disposition Indicates the disposition USHORT 2

of the called party.

Floating Part

Field Name Value Data Type Max. Size

ANI (optional) The calling line ID of the STRING 40

caller.

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UserToUserInfo The ISDN user-to-user UNSPEC 131

(optional) information element.

DNIS (optional) The DNIS provided with STRING 32

the call.

DialedNumber (optional) The number dialed. STRING 40

CallerEnteredDigits The digits entered by the STRING 40

(optional) caller in response to VRU
prompting.

RouterCallKeyDay Together with the UINT 4

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.

RouterCallKey CallID The call key created by UINT 4

Unified CCE. Unified
CCE resets this counter at
midnight.

CallVariable1 (optional) Call-related variable data. STRING 41

… … … …

CallVariable10 (optional) Call-related variable data. STRING 41

CallWrapupData Call-related wrapup data. STRING 40

(optional)

NamedVariable (optional) Call-related variable data NAMED VAR 251

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.

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NamedArray (optional) Call-related variable data NAMED ARRAY 252

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.

CTIClientSignature The Client Signature of a STRING 64

CTI client previously
associated with this call.
There may be more than
one CTIClient Signature
field in the message (see
NumCTIClients).

CTIClient Timestamp The date and time that the TIME 4

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.

CallConnection CallID The Call ID value UINT 4

(optional) assigned to one of the call
device connections. There
may be more than one
CallConnection CallID
field in the message (see
NumCallDevices).

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CallConnection The type of device ID in USHORT 2

DeviceIDType (optional) 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.

CallConnection DeviceID The device identifier of STRING 64

(optional) 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.

CallDeviceType The type of device ID in USHORT 2

(optional) 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.

CallDeviceID (optional) The device ID of the STRING 64

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.

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CallDevice Connection The local connection state USHORT 2

State (optional) 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.

CallReferenceID For Unified CCE systems UNSPEC 32

(optional) where the Unified CM
provides it, this will be a
unique call identifier.

COCConnectionCallID If specified, indicates that UINT 4

(optional) this call is a call on behalf
of a consult call.

COCCallConnection If specified, indicates the USHORT 2

DeviceIDType (optional) type of connection
identifier specified in the
ConnectionDeviceID
floating field for the
original call.

COCCallConnection If specified, indicates the STRING 64

DeviceID (optional) device portion of the
connection identifier of
the original call.

ProtocolReferenceGUID Protocol Call Reference STRING 40

(Optional) GUID for NBR or Agent
Services

CcaiConfigId(Optional) The config ID created by STRING 40

the AI service.

NumOfEnabledServices Number of services USHORT 2

(Optional) enabled for an agent. If no
features are enabled it will
be 0.

FltEnabledServices List of features enabled USHORT 2*

(Optional) for an agent. The size of
NumOfEnabledServices NumOfEnabledServices
it is determined by the
NumOfEnabledServices.
The feature types are:
1. Agent_Assist
2. Transcript

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Related Topics
CallType Values, on page 353
ConnectionDeviceIDType Values, on page 356
DeviceIDType Values, on page 352
LocalConnectionState Values, on page 347
NAMEDVAR Data Type, on page 29
NAMEDARRAY Data Type, on page 30
Special Values, on page 327

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.

Table 155: SNAPSHOT_DEVICE_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 84.

InvokeID An ID for this request UINT 4

message, returned in the
corresponding confirm
message.

PeripheralID The Unified CCE UINT 4

PeripheralID of the ACD
where the device is
located.

SnapshotDeviceType For non-agent devices this USHORT 2

indicates the type of the
device specified in the
DeviceIDType Values
table supplied in the
following
AgentInstrument floating
field.

Floating Part

Field Name Value Data Type Max. Size

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AgentInstrument The device instrument STRING 64

number

The CTI Server sends the SNAPSHOT_DEVICE_CONF message to provide the requested data.

Table 156: SNAPSHOT_DEVICE_CONF Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 85.

InvokeID The value of the InvokeID UINT 4

from the corresponding
request message.

NumCalls The number of active calls USHORT 2

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.

Floating Part

Field Name Value Data Type Max. Size

CallConnectionCallID The CallID value assigned UINT 4

(optional) to one of the calls. There
may be more than one
Call ConnectionCallID
field in the message (see
NumCalls).

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CallConnectionDevice The type of device ID in USHORT 2

IDType (optional) 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.

CallConnection DeviceID The device identifier of STRING 64

(optional) 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.

CallState (optional) The active state of the USHORT 2

call. There may be more
than one CallState field in
the message (see
NumCalls). This field
always immediately
follows the corresponding
Call ConnectionDeviceID
field.

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SilentMonitorStatus The silent monitor status USHORT 2

(optional) 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.

Related Topics
ConnectionDeviceIDType Values, on page 356
DeviceIDType Values, on page 352
LocalConnectionState Values, on page 347
Special Values, on page 327

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

Table 157: SEND_DTMF_SIGNAL_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 91.

InvokeID An ID for this request UINT 4

message, returned in the
corresponding confirm
message.

PeripheralID The Unified CCE UINT 4

PeripheralID of the ACD
where the device is
located.

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ConnectionCallID The Call ID value UINT 4

assigned to the call by the
peripheral or Unified
CCE.

ConnectionDevice The type of device ID in USHORT 2

IDType the Connection DeviceID
floating field.

ToneDuration Specifies the duration in USHORT 2

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.

PauseDuration Specifies the duration in UINT 4

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.

Floating Part

Field Name Value Data Type Max. Size

ConnectionDevice ID The device ID of the STRING 64

device associated with the
connection.

DTMFString The sequence of tones to STRING 32

be generated.

AgentInstrument The agent’s ACD STRING 64

(optional) instrument number.

CTIOSCILClientID Unique ID for use by CTI STRING 64

OS to identify CIL Client.

The CTI Server sends the SEND_DTMF_SIGNAL_CONF message to confirm receipt of the request.

Table 158: SEND_DTMF_SIGNAL_CONF Message Format

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 92.

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InvokeID Set to the value of the UINT 4

InvokeID from the
corresponding request
message.

Related Topics
ConnectionDeviceIDType Values, on page 356

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.

Table 159: SUPERVISOR_ASSIST_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 118.

InvokeID An ID for this request UINT 4

message that will be
returned in the
corresponding confirm
message.

PeripheralID The Unified CCE UINT 4

PeripheralID of the ACD
where the call is located.

ConnectionCallID The Call ID value of the UINT 4

call that the agent needs
assistance with. May
contain the special value
0xffffffff when there is no
related call.

ConnectionDevice Indicates the type of the USHORT 2

IDType connection identifier
supplied in the
ConnectionDeviceID
floating field.

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Floating Part

Field Name Value Data Type Max. Size

ConnectionDevice ID The identifier of the STRING 64

connection between the
call and the agent’s
device.

AgentExtension The agent’s ACD teleset STRING 16

extension. For clients with
ALL EVENTS or
PERIPHERAL
MONITOR service, at
least one of
AgentExtension,
AgentID, or
AgentInstrument must be
provided.

AgentID The agent’s ACD login STRING 12

ID. For clients with ALL
EVENTS or
PERIPHERAL
MONITOR service, at
least one of
AgentExtension,
AgentID, or
AgentInstrument must be
provided.

AgentInstrument The agent’s ACD STRING 64

instrument number. For
clients with ALL
EVENTS or
PERIPHERAL
MONITOR service, at
least one of
AgentExtension,
AgentID, or
AgentInstrument must be
provided.

When a supervisor CTI client has been notified the CTI Server responds to the CTI Client with the
SUPERVISOR_ASSIST_CONF message.

Table 160: SUPERVISOR_ASSIST_CONF Message Format

Fixed Part

Field Name Value Data Type Byte Size

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MessageHeader Standard message header. MHDR 8

MessageType = 119.

InvokeID Set to the same value as UINT 4

the InvokeID from the
corresponding request
message.

ConnectionCallID The Call ID value UINT 4

assigned to the resulting
SupervisorAssist call by
the peripheral or Unified
CCE.

ConnectionDevice Indicates the type of the USHORT 2

IDType connection identifier
supplied in the
ConnectionDeviceID
floating field.

LineHandle This field identifies the USHORT 2

teleset line used, if
known. Otherwise this
field is set to 0xffff.

LineType Indicates the type of the USHORT 2

teleset line given in the
LineHandle field.

Floating Part

Field Name Value Data Type Max. Size

ConnectionDevice ID The identifier of the STRING 64

device connection
associated with the new
call.

Related Topics
ConnectionDeviceIDType Values, on page 356
LineType Values, on page 356

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

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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.

Table 161: EMERGENCY_CALL_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 121.

InvokeID An ID for this request UINT 4

message that will be
returned in the
corresponding confirm
message.

PeripheralID The Unified CCE UINT 4

PeripheralID of the ACD
where the call is located.

ConnectionCallID The Call ID value of the UINT 4

call that the agent needs
assistance with. May
contain the special value
0xffffffff when there is no
related call.

ConnectionDevice Indicates the type of the USHORT 2

IDType connection identifier
supplied in the
Connection DeviceID
floating field.

Floating Part

Field Name Value Data Type Max. Size

ConnectionDevice ID The identifier of the STRING 64

connection between the
call and the agent’s
device.

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AgentExtension The agent’s ACD teleset STRING 16

extension. For clients with
ALL EVENTS or
PERIPHERAL
MONITOR service, at
least one of
AgentExtension,
AgentID, or
AgentInstrument must be
provided.

AgentID The agent’s ACD login STRING 12

ID. For clients with ALL
EVENTS or
PERIPHERAL
MONITOR service, at
least one of
AgentExtension,
AgentID, or
AgentInstrument must be
provided.

AgentInstrument The agent’s ACD STRING 64

instrument number. For
clients with ALL
EVENTS or
PERIPHERAL
MONITOR service, at
least one of
AgentExtension,
AgentID, or
AgentInstrument must be
provided.

EMERGENCY_CALL_CONF Message Format

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

Table 162: EMERGENCY_CALL_CONF Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 122.

InvokeID Set to the same value as UINT 4

the InvokeID from the
corresponding request
message.

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ConnectionCallID The Call ID value of the UINT 4

call that the agent needs
assistance with. Contains
the special value 0xffffffff
if there is no related call.

ConnectionDevice Indicates the type of the USHORT 2

IDType connection identifier
supplied in the
Connection DeviceID
floating field.

LineHandle This field identifies the USHORT 2

teleset line used, if
known. Otherwise this
field is set to 0xffff.

LineType Indicates the type of the USHORT 2

teleset line given in the
LineHandle field.

Floating Part

Field Name Value Data Type Max. Size

ConnectionDevice ID The identifier of the STRING 64

connection between the
call and the agent’s
device.

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.

Table 163: EMERGENCY_CALL_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 123.

PeripheralID The Unified CCE UINT 4

PeripheralID of the ACD
where the call is located.

ConnectionCallID The Call ID value UINT 4

assigned to the call by the
peripheral or Unified
CCE.

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ConnectionDevice Indicates the type of the USHORT 2

IDType connection identifier
supplied in the
ConnectionDeviceID
floating field.

SessionID The CTI client SessionID UINT 4

of the CTI client making
the notification.

Floating Part

Field Name Value Data Type Max. Size

ConnectionDevice ID The identifier of the STRING 64

connection between the
call and the agent’s
device.

ClientID The ClientID of the client STRING 64

making the notification.

ClientAddress The IP address of the STRING 64

client making the
notification.

AgentExtension The agent’s ACD teleset STRING 16

extension.

AgentID The agent’s ACD login STRING 12

ID.

AgentInstrument The agent’s ACD STRING 64

instrument number.

Related Topics
ConnectionDeviceIDType Values, on page 356
LineType Values, on page 356

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.

Table 164: BAD_CALL_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

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MessageHeader Standard message header. MHDR 8

MessageType = 139.

InvokeID An ID for this request UINT 4

message that will be
returned in the
corresponding confirm
message.

PeripheralID The Unified CCE UINT 4

PeripheralID of the ACD
where the call is located.

ConnectionDevice Indicates the type of the USHORT 2

IDType connection identifier
supplied in the
Connection DeviceID
floating field.

ConnectionCallID The Call ID value of the UINT 4

call that the agent needs
to mark to bad line call.

Floating Part

Field Name Value Data Type Max. Size

Connection DeviceID The identifier of the STRING 64

connection between the
call and the agent’s
device.

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.

Table 165: BAD_CALL_CONF Message Format

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 140.

InvokeID Set to the same value as UINT 4

the InvokeID from the
corresponding request
message.

Related Topics
ConnectionDeviceIDType Values, on page 356

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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.

Table 166: AGENT_GREETING_CONTROL_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 249

InvokeID An ID for this request UINT 4

message that will be
returned in the
corresponding confirm
message.

PeripheralID The ICR PeripheralID of UINT 4

the ACD where the call is
located.

AgentAction 0 = stop the greeting that USHORT 2

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.

Floating Part

Field Name Value Data Type Byte Size

AgentID (required) The agent’s ACD login String 12

ID.

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The CTI Server responds to the CTI Client with the AGENT GREETING_CONTROL_CONF message.

Table 167: AGENT_GREETING_CONTROL_CONF Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 250.

InvokeID Set to the same value as UINT 4

the InvokeID from the
corresponding request
message.

START_NETWORK_RECORDING_REQ
This message will be sent by the client requesting CTI server to start recording a call. Clients need to ensure
that the call is connected before initiating this request.

Table 168: START_NETWORK_RECORDING_REQ

Field Name Value Data Type Byte Size

Fixed Part

MessageHeader Standard message header. MHDR 8

MessageType = 268.

InvokeID An ID for this request message that UINT 4

will be returned in the corresponding
confirm or failure message.

PeripheralID The PeripheralID of the ACD where UINT 4

the call is located.

ConnectionCallID The Call ID value assigned to this call UINT 4

by the peripheral or Unified CCE.

ConnectionDeviceIDType Indicates the type of the connection USHORT 2

identifier supplied in the
ConnectionDeviceID floating field.

Floating Part

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Field Name Value Data Type Byte Size

PlayToneDirection Specifies whether to play a tone or USHORT 2

not. Valid values are:
• 0: Play Local only
• 1: Play Remote Only
• 2: Play both Local and Remote
• 3: Do not play tone

If this field is not supplied then Do

not Play tone would be assumed.

InvocationType Specifies whether call recording status USHORT 2

would be reflected on the Cisco IP
device display. Valid values are:
1. Silent Recording (Status would
not reflect on device).
2. User Recording (Status would
reflect on device).

If this field is not supplied then Silent

Recording would be assumed.

ConnectionDeviceID The identifier of the connection STRING 64

between the call and the device.

AgentInstrument (Optional) The agent’s ACD instrument number. STRING 64

This message will be sent by CTI server to clients acknowledging receipt of the request. This response will
not indicate actual recording start.

Table 169: START_NETWORK_RECORDING_CONF

Field Name Value Data Type Byte Size

Fixed Part

MessageHeader Standard message header. MHDR 8

MessageType = 269.

InvokeID Set to the same value as the InvokeID UINT 4

from the corresponding request
message.

STOP_NETWORK_RECORDING_REQ
This message will be sent by a client requesting CTI server to stop recording a call. Clients need to ensure
that call is connected before initiating this request.

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Table 170: STOP_NETWORK_RECORDING_REQ

Field Name Value Data Type Byte Size

Fixed Part

MessageHeader Standard message header. MHDR 8

MessageType = 270.

InvokeID An ID for this request message that UINT 4

will be returned in the corresponding
confirm or failure message.

PeripheralID The PeripheralID of the ACD where UINT 4

the call is located.

ConnectionCallID The Call ID value assigned to this call UINT 4

by the peripheral or Unified CCE.

ConnectionDeviceIDType Indicates the type of the connection USHORT 2

identifier supplied in the
ConnectionDeviceID floating field.

Floating Part

InvocationType Specifies whether call recording status USHORT 2

would be reflected on the Cisco IP
device display. Valid values are:
1. Silent Recording (Status would
not reflect on device).
2. User Recording (Status would
reflect on device).

If this field is not supplied then Silent

Recording would be assumed.
If Client attempts to stop an active
recording, but specifies a recording
type other than the recording type that
the recording was invoked with, the
request would fail.

ConnectionDeviceID The identifier of the connection STRING 64

between the call and the device.

AgentInstrument(Optional) The agent’s ACD instrument number. STRING 64

This message will be sent by CTI server to the clients, acknowledging the receipt of the request. This response
will not indicate actual recording that is to "Stop".

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Table 171: STOP_NETWORK_RECORDING_CONF

Field Name Value Data Type Byte Size

Fixed Part

MessageHeader Standard message header. MHDR 8

MessageType = 271.

InvokeID Set to the same value as the InvokeID UINT 4

from the corresponding request
message.

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

Table 172: REGISTER_SERVICE_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 143.

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InvokeID An ID for this request UINT 4

message that will be
returned in the
corresponding confirm
message.

ServerMode The CTI Server method is USHORT 2

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.

Floating Part

Field Name Value Data Type Max. Size

ServiceName The name of the service STRING 64

that the application wishes
to provide.

The REGISTER_SERVICE_CONF message confirms successful completion of the request.

Table 173: REGISTER_SERVICE_CONF Message Format

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 144.

InvokeID Set to the same value as UINT 4

the InvokeID from the
corresponding request
message.

RegisteredServiceID The ID of registered UINT 4

service.

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.

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Table 174: UNREGISTER_SERVICE_REQ Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 145.

InvokeID An ID for this request UINT 4

message that is returned
in the corresponding
confirm message.

Registered ServiceID The ID of registered UINT 4

service that the
application wishes to
unregister.

The UNREGISTER_SERVICE_CONF message confirms successful completion of the request.

Table 175: UNREGISTER_SERVICE_CONF Message Format

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 146.

InvokeID Set to the same value as UINT 4

the InvokeID from the
corresponding request
message.

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
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.

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Initial configuration acquisition

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. Agent Services
5. Device Information
6. Call Type Information
7. Media Routing Domain Information
8. Peripheral Information
9. Agent Desk Settings

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. MHDR 8

MessageType = 230.

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PeripheralID Peripheral ID of ACD for UINT 4

which configuration keys
are required.

Floating Part

Field Name Value Data Type Max. Size

CustomerID Currently not used in UINT 4

UCCE.

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.

Table 176: CONFIG_KEY_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 231.

ConfigkeyStatus Status value of operation. UINT 4

Floating Part

Field Name Value Data Type Max. Size

ServiceConfigKey The CTI Server UNSPEC (8) 8

configuration key for
Services.

SkillGroupConfigKey The CTI Server UNSPEC (8) 8

configuration key for Skill
Groups.

AgentConfigKey The CTI Server UNSPEC (8) 8

configuration key for
Agents.

DeviceConfigKey The CTI Server UNSPEC (8) 8

configuration key for
Device
Information.

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CallTypeConfigKey The CTI Server UNSPEC (8) 8

configuration key for Call
Type
Information.

PeripheralConfigKey The CTI Server UNSPEC (8) 8

configuration key for
peripheral information.

AgentDeskSettingsConfigKey The CTI Server UNSPEC (8) 8

configuration key for
Agent Desk Settings
information.

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 and receive
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.

Table 177: CONFIG_REQUEST_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 232.

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CONFIG_REQUEST_EVENT

ConfigInformation UINT 4

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CONFIG_REQUEST_EVENT

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
• 64=Peripheral
Information
• 128=Agent Desk
Settings Information
• 512=Agent Services
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

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OPEN_REQ are allowed

to be different. (i.e. send
me the entire initial
configuration but just
send me agent updates)

ConfigMsgMask A bitwise combination of UINT 4

Configuration Event
Masks that the CTI client
wishes to receive.
For bit mask values, see
the
CONFIG_REQUEST_EVENT
message
ConfigInformation field.
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

0x100 - Terminal
Information

PeripheralID Peripheral ID of ACD for UINT 4

which configuration keys
are required.

Floating Part

Field Name Value Data Type Max. Size

CustomerID Currently not used in UINT 4

UCCE.

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CONFIG_BEGIN_EVENT

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

Table 178: CONFIG_BEGIN_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 233.

ConfigType 0 = Unused USHORT 2

1 = Solicited
2 = Unsolicited (update)

ConfigInformation Bit mask indicating what UINT 4

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
64=Peripheral
Information
128=Agent Desk Settings
Information
512=Agent Services
Information

Floating Part

Field Name Value Data Type Max. Size

ServiceConfigKey The CTI Server UNSPEC (8) 8

configuration key for
Services.

SkillGroupConfigKey The CTI Server UNSPEC (8) 8

configuration key for Skill
Groups.

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AgentConfigKey The CTI Server UNSPEC (8) 8

configuration key for
Agents.

DeviceConfigKey The CTI Server UNSPEC (8) 8

configuration key for
Device
Information.

CallTypeConfi Key The CTI Server UNSPEC (8) 8

configuration key for Call
Type Information.

PeripheralConfigKey The CTI Server UNSPEC (8) 8

configuration key for
peripheral information.

AgentDeskSettingsConfigKey The CTI Server UNSPEC (8) 8

configuration key for
Agent Desk Settings
information.

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.

Table 179: CONFIG_SERVICE_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 235.

NumRecords The number of records USHORT 2

contained in the floating
part of this message.
(>=1) (The entire floating
portion) (Maximum of 10)

Floating Part

Field Name Value Data Type Max. Size

RecordType 0=Add USHORT 2

1=Change
2=Delete

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FltPeripheralID Specifies the PeripheralID UINT 4

of this record.

PeripheralNumber The Peripheral ID of the UINT 4

Service.

OldPeripheralNumber For a change request this UINT 4

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.

MaxQueued The maximum number of UINT 4

calls allowed to be queued
for this Service.

Extension Extension of the Service STRING 16

if it is dialable on the CTI
Server.

ServiceSkillTargetID SkillTargetID of the UINT 4

Service.

PeripheralName Name of the Service on STRING 64

the peripheral.

Description A free form description of STRING 128

the Service.

ServiceLevelThreshold The Service Level UINT 4

threshold in seconds.

ServiceLevelType The type of Service Level. UINT 4

ConfigParam Configuration Parameter. STRING 255

FltMRDomainID Media Routing Domain UINT 4

ID associated with the
Service.

NumServiceMembers Number of elements in the USHORT 2

ServiceMember and
ServicePriority arrays for
each
CONFIG_SERVICE_CONFIG
record. This field has a
maximum value of 10.

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CONFIG_SKILL_GROUP_EVENT

ServiceMember Peripheral Number of a UNIT[NumServiceMembers] 4* NumServiceMembers

SkillGroup that is a
member of the Service. It
is an Array with the size
provided in the
NumServiceMembers.

ServicePriority Priority of each service USHORT[NumServiceMembers] 2* NumServiceMembers

members. It is an Array
with the size provided in
the 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.

Table 180: CONFIG_SKILL_GROUP_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 236.

NumRecords The number of records USHORT 2

included in the floating
part of this message. (>=1
) (The entire floating
portion) (Maximum of 10)

Floating Part

Field Name Value Data Type Max. Size

RecordType 0=Add USHORT 2

1=Change
2=Delete

FltPeripheralID Specifies the PeripheralID UINT 4

of this record.

PeripheralNumber The Peripheral Number of UINT 4

the Skill Group.

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OldPeripheralNumber For a change request this UINT 4

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.

FltSkillGroupPriority Priority of this Skill USHORT 2 * NumSkills

(Optional) Group.
(0) for UCCE

SkillGroupSkillTargetID SkillTargetID of the skill. UINT 4

AutoWork TRUE if the agent goes BOOL 2

into work mode after
handling a call from this
Skill Group.
FALSE if not present.

Extension Extension of the Skill STRING 16

Group if it is dialable on
the CTI Server.

PeripheralName Name of the Skill Group STRING 64

on the peripheral.

Description A free form description of STRING 128

the Skill Group.

FltMRDomainID Media Routing Domain UINT 4

ID associated with the
Skill Group.

FltPrecisionQueueID Precision Queue ID UINT 4

associated with the Skill
Group

FltPrecisionQueueName Precision Queue Name STRING 32

associated with the system
generated skill group
created on CCE
peripherals. Such skill
groups would have a
non-zero
PrecisionQueueID.
Regular skill groups
would have this as
"NULL".

ConfigParam Configuration Parameter. STRING 255

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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.

Table 181: CONFIG_AGENT_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 237.

NumRecords The number of records USHORT 2

contained in the floating
part of this message.
(>=1) (The entire floating
portion) (Maximum of 10)

Floating Part

Field Name Value Data Type Max. Size

RecordType CONFIG_RECORD_ADD USHORT 2

CONFIG_RECORD_CHANGE
CONFIG_RECORD_DELETE

FltPeripheralID Specifies the PeripheralID UINT 4

of this record.

ActiveTerminal The selected terminal STRING 64

device name, if any.

AgentType CONFIG_AGENT USHORT 2

CONFIG_SUPERVISOR

AgentDeskSettingsID Specifies the Agent Desk UINT 4

Settings ID value assigned
to an Agent.
The default value is -1.

LoginID The LoginID/Agent STRING 64

Peripheral Number of the
agent.

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OldLoginID For a change request, this STRING 64

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.

LoginName The Login Name of the STRING 255

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.

LastName The Last name of the STRING 32

agent.

FirstName The First name of the STRING 32

agent.

Extension The Extension of the STRING 16

agent.

Description A free form description of STRING 128

the agent.

AgentSkillTargetID The ICM SkillTargetID of UINT 4

this agent.

NumSkills Number of elements in the USHORT 2

FltSkillGroupNumber and
FltSkillGroupPriority
arrays for each
CONFIG_AGENT_EVENT
record. This field has a
maximum value of 100.

SSOEnabled The agent's UCCE SSO USHORT 2

configuration:
• 0 = SSO disabled
• 1 = SSO enabled

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NumMRDs Number of elements in the USHORT 2

FltAgentMRDID and
FltAgentMRDState arrays
for each
CONFIG_AGENT_EVENT
record. This field has a
maximum value of 40.

FltSkillGroupNumber All the SkillGroups UINT[NumSkills] 4 * NumSkills

Numbers that Agent
belongs. It is an Array
with the size provided in
the NumSkills.

FltSkillGroupPriority All the SkillGroup USHORT[NumSkills] 2 * NumSkills

priorities of the Agent. It
is an Array with the size
provided in the
NumSkills. For UCCE,
FltSkillGroupPriority is
always 0.

FltAgentMRDID All the Media Routing UINT[NumMRDs] 4 * NumMRDs

Domains that Agent
currently logged in. It is
an Array with size
provided in the
NumMRDs.

FltAgentMRDState The overall Agent state of USHORT[NumMRDs] 2 * NumMRDs

each Media Routing
Domain that Agent logged
in. It is an Array with size
provided in the
NumMRDs.

Note The CONFIG_AGENT_EVENT sends MRD information only for baseline configurations. Configuration
updates will not have MRD information.

CONFIG_TERMINAL_EVENT
The CONFIG_TERMINAL_EVENT message will be sent by the CTI Server to indicate an update to some
terminal configuration. Terminals contain terminal information and the extensions associated with the terminal.
For these terminals, a CONFIG_TERMINAL_EVENT message will be sent. The following shows the changes
to the existing message.

Table 182: CONFIG_TERMINAL_EVENT Message Format

Fixed Part

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Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 276.

NumRecords The number of records in USHORT 2

the floating portion of the
message. Max of 10.

Floating Part

Field Name Value Data Type Max. Size

RecordType 0 = Add USHORT 2

1 = Change (not used
currently)
2 = Delete

TerminalType Specifies the type of the USHORT 2

terminal

TerminalDeviceName The terminal device name STRING 64

TerminalTypeName The terminal type name STRING 100

NumInstruments The number of USHORT 2

instruments to follow -
max 10

Instrument Agent instruments STRING 64

CONFIG_AGENT_DESK_SETTINGS_EVENT
Table 183: CONFIG_AGENT_DESK_SETTINGS_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 261.

NumRecords The number of records USHORT 2

contained in the floating
part of this message.
(>=1) (The entire floating
portion) (Maximum of 10)

Floating Part

Field Name Value Data Type Max. Size

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RecordType CONFIG_RECORD_ADD USHORT 2

CONFIG_RECORD_CHANGE
CONFIG_RECORD_DELETE

AgentDeskSettingsID Specifies the UINT 4

AgentDeskSettings ID
configured in the System.
The default value is -1.

FltDeskSettingsMask A bitwise combination of UINT 4

the Boolean desk setting
Masks.
For more information, see
Table 113: Boolean Desk
Settings Masks, on page
211

FltWrapUpDataIncomingMode Indicates whether the UINT 4

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.

FltWrapUpDataOutgoingMode Indicates whether the UINT 4

agent is allowed or
required to enter wrap-up
data after an outbound
call: 0=Required,
1=Optional, 2=Not
allowed.

FltLogoutNonActivityTime Number of seconds on UINT 4

non-activity at the desktop
after which the Unified
CCE automatically logs
out the agent.

FltQualityRecordingRate Indicates how frequently UINT 4

calls to the agent are
recorded.

FltRingNoAnswerTime Number of seconds a call UINT 4

may ring at the agent’s
station before being
redirected.

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FltSilentMonitorWarningMessage Set when a warning UINT 4

message box will prompt
on agent desktop when
silent monitor starts.

FltSilentMonitorAudibleIndication Set for an audio click at UINT 4

beginning of the silent
monitor.

FltSupervisorAssistCallMethod Set for Unified CCE PIM UINT 4

will create a blind
conference call for
supervisor assist request;
otherwise will create
consultative call.

FltEmergencyCallMethod Set for Unified CCE PIM UINT 4

will create a blind
conference call for
emergency call request;
otherwise create a
consultative call.

FltAutoRecordOnEmergency Set for automatically UINT 4

record when emergency
call request.

FltRecordingMode Set for the recording UINT 4

request go through
Unified CM/PIM.

FltWorkModeTimer Auto Wrap-up time out. UINT 4

FltRingNoAnswerDnId The dialed number UINT 4

identifier for new re-route
destination in the case of
ring no answer.

FltDefaultDevicePortAddress Optional value to override String 4

the default port address
for the agent telephony
device.

PlayZipTone 1 - ZipTone is enabled on UINT 4

auto answer
0 - ZipTone is disabled on
auto answer

ACDSharedLineUsage 1 - Agent is permitted to UINT 4

use shared lines
0 - Agent is prohibited
from using shared lines

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CONFIG_PERIPHERAL_EVENT
Table 184: CONFIG_PERIPHERAL_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 260.

NumRecords The number of records USHORT 2

contained in the floating
part of this message.
(>=1) (The entire floating
portion) (Maximum of 10)

Floating Part

Field Name Value Data Type Max. Size

RecordType CONFIG_RECORD_ADD USHORT 2

CONFIG_RECORD_CHANGE
CONFIG_RECORD_DELETE

ConfigPeripheralID Specifies the UINT 4

PeripheralID.

DefaultAgentDeskSettingsID Specifies the the default UINT 4

Agent Desk Settings
configured for a
peripheral.

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.

Table 185: CONFIG_DEVICE_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 238.

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NumRecords The number of records USHORT 2

contained in the floating
part of this message.
(>=1) (The entire floating
portion) (Maximum of 10)

Floating Part

Field Name Value Data Type Max. Size

RecordType 0=Add USHORT 2

1=Change
2=Delete

FltPeripheralID Specifies the PeripheralID UINT 4

of this record.

PeripheralNumber The Peripheral Number UINT 4

(or ID) of this Device.

DeviceType Specifies the Device Type USHORT 2

0=Unknown
1=Service
2=Skill Group
3=Agent ID
4=Agent Device
Extension
5=Route Point
6=CTI Port
7=Call Control Group

MaxQueued The maximum number of UINT 4

calls allowed to be queued
to this Device.

FltServiceID The Service this entry is UINT 4

associated with. (if any)

DialedNumber The number dialed. STRING 40

DNIS DNIS provided with the STRING 32

call.

Extension The extension of this STRING 16

Device. (if any)

Description A free form description of STRING 128

the Device.

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CONFIG_CALL_TYPE_EVENT

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.

Table 186: CONFIG_CALL_TYPE_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 245.

NumRecords The number of records USHORT 2

contained in the floating
part of this message.
(>=1) (The entire floating
portion) (Maximum of 10)

Floating Part

Field Name Value Data Type Max. Size

RecordType 0=Add USHORT 2

1=Change
2=Delete

FltCallTypeID The unique Call Type UINT 4

Identifier.

CustomerDefinitionID 0 (not used for UCCE) UINT 4

EnterpriseName The name for the Call STRING 32

Type.

Description A free form description of STRING 128

the Call Type.

ServiceLevelThreshold The Service Level UINT 4

threshold in seconds.

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.

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CONFIG_AGENT_SERVICE_EVENT

Table 187: CONFIG_MRD_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 245.

NumRecords The number of records USHORT 2

contained in the floating
part of this message.
(>=1) (The entire floating
portion) (Maximum of 10)

Floating Part

Field Name Value Data Type Max. Size

RecordType 0=Add USHORT 2

1=Change
2=Delete

FltMRDomainID The unique Media Routng UINT 4

DomainIdentifier.

FltEnterpriseName The name for the STRING 32

MediaRouting Domain.

FltDescription A free form description of STRING 128

the Media Routing
Domain.

FltMaxTaskDuration The maxiumum duration UINT 4

for a task, in seconds.

FltInterruptible Indicates whether tasks BOOL 2

assigned from another
MRD can interrupt an
agent.

CONFIG_AGENT_SERVICE_EVENT
This event will updates CTI Clients to indicate which Agent Services are enabled. The message is sent in the
following scenarios.
1. During the startup, and at least one service is enabled for the agent. If not, the message will not be sent.
2. When a service is added or removed to an existing list of services.
3. When all the services from the agent are removed, message is triggered.

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Table 188: CONFIG_AGENT_SERVICE_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 282.

Num Records The number of records USHORT 2

contained in the floating
part of this message.
(>=1) (The entire floating
portion) (Maximum of 10)

Floating Part

Field Name Value Data Type Max. Size

AgentSkillTargetID The skill target ID of the UINT 4

agent for whom the
services are updated.

NumOfEnabledServices Number of services USHORT 2

enabled for this agent, If
no services are enabled, it
will show 0. The message
with 0 services enabled is
sent when the all services
are disabled.

FltEnabledServices List of services enabled USHORT 2*

(Optional) for the agent. The size of
NumOfEnabledServices
it is determined by the
NumOfEnabledServices.
The service types are:
1. Agent Assist
2. Transcript
3. Recording

RecordType The Record types are USHORT 2

1. 0 = Add
2. 1 = Change
3. 2 = Delete

5
Config Msg Flag: It will be sent only on subscription.

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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.

Table 189: CONFIG_END_EVENT Message Format

Fixed Part

Field Name Value Data Type Byte Size

MessageHeader Standard message header. MHDR 8

MessageType = 234.

ConfigEndStatus Indicates the status of the UINT 4

configuration block.
See .

Floating Part

Field Name Value Data Type Max. Size

Text Optional Text describing STRING 255

errors or info.

Table 190: 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.

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 CHAPTER 6
Constants and Status Codes
• In this chapter, on page 318
• Failure Indication Message Status Codes, on page 319
• SystemEventID Values, on page 326
• Special Values, on page 327
• Tag Values, on page 328
• AgentState Values, on page 344
• PGStatusCode Values, on page 345
• PeripheralType Values, on page 346
• LocalConnectionState Values, on page 347
• EventCause Values, on page 348
• DeviceIDType Values, on page 352
• CallType Values, on page 353
• ConnectionDeviceIDType Values, on page 356
• LineType Values, on page 356
• ControlFailureCode Values, on page 357
• AllocationState Values, on page 363
• ForwardType Values, on page 364
• TypeOfDevice Values, on page 364
• ClassOfDevice Values, on page 365
• CallPlacementType Values, on page 366
• CallMannerType Values, on page 366
• CallOption Values, on page 367
• ConsultType Values, on page 368
• FacilityType Values, on page 368
• AnsweringMachine Values, on page 368
• AnswerDetectMode Values, on page 369
• AgentWorkMode Values, on page 370
• DestinationCountry Values, on page 370
• CTI Service Masks, on page 371
• Disposition Code Values, on page 372
• Agent Service Request Masks, on page 375
• Silent Monitor Status Values, on page 375
• Agent Internal States Message Values, on page 375

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In this chapter

• TaskState Values, on page 376

• In this chapter, on page 377
• Failure Indication Message Status Codes, on page 377
• SystemEventID Values, on page 384
• Special Values, on page 386
• Tag Values, on page 386
• AgentState Values, on page 402
• PGStatusCode Values, on page 403
• PeripheralType Values, on page 404
• LocalConnectionState Values, on page 405
• EventCause Values, on page 406
• DeviceIDType Values, on page 410
• CallType Values, on page 411
• ConnectionDeviceIDType Values, on page 414
• LineType Values, on page 414
• ControlFailureCode Values, on page 415
• AllocationState Values, on page 421
• ForwardType Values, on page 422
• TypeOfDevice Values, on page 422
• ClassOfDevice Values, on page 423
• CallPlacementType Values, on page 424
• CallMannerType Values, on page 424
• CallOption Values, on page 425
• ConsultType Values, on page 426
• FacilityType Values, on page 426
• AnsweringMachine Values, on page 426
• AnswerDetectMode Values, on page 427
• AgentWorkMode Values, on page 428
• DestinationCountry Values, on page 428
• CTI Service Masks, on page 429
• Disposition Code Values, on page 430
• Agent Service Request Masks, on page 433
• Silent Monitor Status Values, on page 433
• Agent Internal States Message Values, on page 433
• TaskState Values, on page 434

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.

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Failure Indication Message Status Codes

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 1

the protocol version number
requested by the CTI client.

E_CTI_INVALID_MESSAGE_LENGTH A message with an invalid message 2

length field was received.

E_CTI_INVALID_ FIELD_TAG A message with an invalid floating 3

field tag was received.

E_CTI_SESSION_ NOT_OPEN No session is currently open on the 4

connection.

E_CTI_SESSION_ ALREADY_ A session is already open on the 5

OPEN connection.

E_CTI_REQUIRED_ DATA_ The request did not include one or 6

MISSING more floating items that are
required.

E_CTI_INVALID_ A message with an invalid 7

PERIPHERAL_ID PeripheralID value was received.

E_CTI_INVALID_ AGENT_ The provided agent data item(s) are 8

DATA invalid.

E_CTI_AGENT_NOT_ The indicated agent is not currently 9

LOGGED_ON logged on.

E_CTI_DEVICE_IN_ USE The indicated agent teleset is 10

already associated with a different
CTI client.

E_CTI_NEW_ SESSION_ This session is being terminated 11

OPENED due to a new session open request
from the client.

E_CTI_FUNCTION_ NOT_ A request message was received for 12

AVAILABLE a function or service that was not
granted to the client.

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Status Code Description Value

E_CTI_INVALID_ CALLID A request message was received 13

with an invalid CallID value.

E_CTI_PROTECTED_ The CTI client may not update the 14

VARIABLE requested variable.

E_CTI_CTI_SERVER_ OFFLINE The CTI Server is not able to 15

function normally. The CTI client
should close the session upon
receipt of this error.

E_CTI_TIMEOUT The CTI Server failed to respond 16

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

E_CTI_UNSPECIFIED_FAILURE An unspecified error occurred. 17

E_CTI_INVALID_ TIMEOUT The IdleTimeout field contains a 18

value that is less than 20 seconds
(4 times the minimum heartbeat
interval of 5 seconds).

E_CTI_INVALID_ The ServicesRequested field has 19

SERVICE_MASK unused bits set. All unused bit
positions must be zero.

E_CTI_INVALID_ The CallMsgMask field has unused 20

CALL_MSG_MASK bits set. All unused bit positions
must be zero.

E_CTI_INVALID_ AGENT_ The AgentStateMask field has 21

STATE_ MASK unused bits set. All unused bit
positions must be zero.

E_CTI_INVALID_ RESERVED_ A Reserved field has a non-zero 22

FIELD value.

E_CTI_INVALID_ FIELD_ A floating field exceeds the 23

LENGTH allowable length for that field type.

E_CTI_INVALID_ DIGITS A STRING field contains 24

characters that are not digits (“0”
through “9”).

E_CTI_BAD_ MESSAGE_ The message is improperly 25

FORMAT constructed. This may be caused by
omitted or incorrectly sized fixed
message fields.

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Status Code Description Value

E_CTI_INVALID_ A floating field tag is present that 26

TAG_FOR_MSG_ TYPE specifies a field that does not
belong in this message type.

E_CTI_INVALID_ DEVICE_ID_ A DeviceIDType field contains a 27

TYPE value that is not in DeviceIDType
Values, on page 352.

E_CTI_INVALID_ LCL_CONN_ A LocalConnectionState field 28

STATE contains a value that is not in
LocalConnectionState Values, on
page 347.

E_CTI_INVALID_ EVENT_ An EventCause field contains a 29

CAUSE value that is not in EventCause
Values, on page 348.

E_CTI_INVALID_ NUM_ The NumParties field contains a 30

PARTIES value that exceeds the maximum
(16).

E_CTI_INVALID_ SYS_ The SystemEventID field contains 31

EVENT_ID a value that is not in
SystemEventID Values, on page
326.

E_CTI_ INCONSISTENT_ The provided agent extension, 32

AGENT_DATA agent id, and/or agent instrument
values are inconsistent with each
other.

E_CTI_INVALID_ A ConnectionDeviceIDType field 33

CONNECTION_ID_ TYPE contains a value that is not in
ConnectionDeviceIDType Values,
on page 356.

E_CTI_INVALID_ CALL_TYPE The CallType field contains a value 34

that is not in CallType Values, on
page 353.

E_CTI_NOT_CALL_ PARTY A CallDataUpdate or Release Call 35

request specified a call that the
client is not a party to.

E_CTI_INVALID_ PASSWORD The ClientID and Client Password 36

provided in an OPEN_REQ
message is incorrect.

E_CTI_CLIENT_ The client TCP/IP connection was 37

DISCONNECTED disconnected without a
CLOSE_REQ.

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Status Code Description Value

E_CTI_INVALID_ OBJECT_ An invalid object state value was 38

STATE provided.

E_CTI_INVALID_ NUM_ An invalid NumSkillGroups value 39

SKILL_GROUPS was provided.

E_CTI_INVALID_ NUM_LINES An invalid NumLines value was 40

provided.

E_CTI_INVALID_ LINE_TYPE An invalid LineType value was 41

provided.

E_CTI_INVALID_ An invalid AllocationState value 42

ALLOCATION_STATE was provided.

E_CTI_INVALID_ An invalid AnsweringMachine 43

ANSWERING_ MACHINE value was provided.

E_CTI_INVALID_ An invalid CallMannerType value 44

CALL_MANNER_ TYPE was provided.

E_CTI_INVALID_ An invalid CallPlacementType 45

CALL_PLACEMENT_ TYPE value was provided.

E_CTI_INVALID_ CONSULT_ An invalid ConsultType value was 46

TYPE provided.

E_CTI_INVALID_ FACILITY_ An invalid FacilityType value was 47

TYPE provided.

E_CTI_INVALID_ MSG_TYPE_ The provided MessageType is 48

FOR_ VERSION invalid for the opened protocol
version.

E_CTI_INVALID_ TAG_FOR_ A floating field tag value is invalid 49

VERSION for the opened protocol version.

E_CTI_INVALID_ An invalid AgentWorkMode value 50

AGENT_WORK_ MODE was provided.

E_CTI_INVALID_ An invalid call option value was 51

CALL_OPTION provided.

E_CTI_INVALID_ An invalid destination country 52

DESTINATION_ COUNTRY value was provided.

E_CTI_INVALID_ An invalid answer detect mode 53

ANSWER_DETECT_ MODE value was provided.

E_CTI_MUTUALLY_ A peripheral monitor request may 54

EXCLUS_DEVICEID_ TYPES not specify both a call and a device.

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Status Code Description Value

E_CTI_INVALID_ MONITORID An invalid monitorID value was 55

provided.

E_CTI_SESSION_ MONITOR_ A requested session monitor was 56

ALREADY_EXISTS already created.

E_CTI_SESSION_ A client may not monitor its own 57

MONITOR_IS_ CLIENTS session.

E_CTI_INVALID_ An invalid call control mask value 58

CALL_CONTROL_ MASK was provided.

E_CTI_INVALID_ An invalid feature mask value was 59

FEATURE_MASK provided.

E_CTI_INVALID_ TRANSFER_ An invalid transfer conference 60

CONFERENCE_ SETUP_MASK setup mask value was provided.

E_CTI_INVALID_ An invalid named array index value 61

ARRAY_INDEX was provided.

E_CTI_INVALID_ CHARACTER An invalid character value was 62

provided.

E_CTI_CLIENT_NOT_FOUND There is no open session with a 63

matching ClientID.

E_CTI_SUPERVISOR_NOT_FOUND The agent’s supervisor is unknown 64

or does not have an open CTI
session.

E_CTI_TEAM_NOT_ FOUND The agent is not a member of an 65

agent team.

E_CTI_NO_CALL_ ACTIVE The specified agent does not have 66

an active call.

E_CTI_NAMED_ The specified named variable is not 67

VARIABLE_NOT_ configured in the Unified CCE.
CONFIGURED

E_CTI_NAMED_ ARRAY_NOT_ The specified named array is not 68

CONFIGURED configured in the Unified CCE.

E_CTI_INVALID_ The specified call variable mask in 69

CALL_VARIABLE_ MASK not valid.

E_CTI_ELEMENT_ An internal error occurred 70

NOT_FOUND manipulating a named variable or
named array element.

E_CTI_INVALID_ The specified distribution type is 71

DISTRIBUTION_TYPE invalid.

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Status Code Description Value

E_CTI_INVALID_ The specified skill group is invalid. 72

SKILL_GROUP

E_CTI_TOO_MUCH_ DATA The total combined size of named 73

variables and named arrays may not
exceed the limit of 2000 bytes.

E_CTI_VALUE_TOO_LONG The value of the specified named 74

variable or named array element
exceeds the maximum permissible
length.

E_CTI_SCALAR_ A NamedArray was specified with 75

FUNCTION_ON_ ARRAY a NamedVariable tag.

E_CTI_ARRAY_ A NamedVariable was specified 76

FUNCTION_ON_ SCALAR with a NamedArray tag.

E_CTI_INVALID_ The value in the 77

NUM_NAMED_ VARIABLES NumNamedVariables field is
different than the number of
NamedVariable floating fields in
the message.

E_CTI_INVALID_ The value in the NumNamedArrays 78

NUM_NAMED_ ARRAYS field is different than the number
of NamedArray floating fields in
the message.

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_ The called party disposition is 81

PARTY_DISPOSITION invalid.

E_CTI_INVALID_ The supervisory action is invalid. 82

SUPERVISORY_ ACTION

E_CTI_AGENT_ The agent team monitor already 83

TEAM_MONITOR_ exists.
ALREADY_EXISTS

E_CTI_INVALID_ SERVICE The ServiceNumber or ServiceID 84

value is invalid.

E_CTI_SERVICE_ CONFLICT The ServiceNumber and ServiceID 85

values given represent different
services.

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Status Code Description Value

E_CTI_SKILL_ The 86
GROUP_CONFLICT SkillGroupNumber/SkillGroupPriority
and SkillGroupID values given
represent different skill groups.

E_CTI_INVALID_ DEVICE The specified device is invalid. 87

E_CTI_INVALID_MR_DOMAIN Media Routing Domain is invalid. 88

E_CTI_MONITOR_ Monitor already exists. 89

ALREADY_EXISTS

E_CTI_MONITOR_ Monitor has terminated. 90

TERMINATED

E_CTI_INVALID_ The task msg mask is invalid. 91

TASK_MSG_MASK

E_CTI_SERVER_NOT_MASTER The server is a standby server. 92

E_CTI_INVALID_CSD The CSD Specified is invalid 93

(Unified CCX Only).

E_CTI_JTAPI_CCM_ PROBLEM Indicates a JTAPI or Unified CM 94

problem.

E_INVALID_CONFIG_ Indicates a bad config mask in 95

MSG_MASK OPEN_REQ.

E_CTI_AUTO_ CONFIG_RESET Indicates a configuration change 96

(Unified CCX only).

E_CTI_INVALID_ Indicates an invalid monitor. 97

MONITOR_STATUS

E_CTI_INVALID_ Indicates an invalid request ID 98

REQUEST_TYPE type.

E_CTI_INVALID_CLIENT_ Standby CTIServer returns this 107

FOR_STANDBY error code when:
• The clients with protocol
version 23 or lesser connects.
• The clients without
ServiceMask
CTI_SERVICE_ACTIVE_STANDBY
(0x02000000) connects.

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SystemEventID Values

Status Code Description Value

E_CTI_INVALID_UNIQUE_ This status code is returned as a 108

INSTANCE_ID failure response for the
OPEN_REQ message when the
UniqueInstanceID element is
present in the message but its value
is empty (0 length).

E_CTI_DUPLICATE_UNIQUE_ This status code is returned as a 109

INSTANCE_ID failure response for the
OPEN_REQ message when there
is an existing Client Instance found
with same UniqueInstanceID in the
OPEN_REQ message.

E_CTI_SERVER_IN_ This status code is returned as a 110

MAINTENANCE_MODE failure response for the
OPEN_REQ message a client is
trying to open a session with CTI
Server when Maintenance Mode is
in progress.
The code is used to close the client
session when the active CTI Server
stops for Maintenance Mode.

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

Table 191: SystemEventID Values

SystemEventID Description Value

SYS_CENTRAL_ The PG has resumed 1

CONTROLLER_ONLINE communication with the Unified
CCE Central Controller.

SYS_CENTRAL_ The PG is unable to communicate 2

CONTROLLER_OFFLINE with the Unified CCE Central
Controller.

SYS_PERIPHERAL_ ONLINE A peripheral monitored by the PG 3

has gone online. SystemEventArg1
contains the PeripheralID of the
peripheral.

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Special Values

SystemEventID Description Value

SYS_PERIPHERAL_ OFFLINE A peripheral monitored by the PG 4

has gone offline. SystemEventArg1
contains the PeripheralID of the
peripheral.

SYS_TEXT_FYI Broadcast of informational “text” 5

floating field.

SYS_PERIPHERAL_ The CTI Server is unable to 6

GATEWAY_OFFLINE communicate with the Unified CCE
Peripheral Gateway.

SYS_CTI_SERVER_ OFFLINE The local software component is 7

unable to communicate with the
CTI Server.

SYS_CTI_SERVER_ ONLINE The local software component has 8

resumed communication with the
CTI Server.

SYS_HALF_HOUR_ CHANGE The Unified CCE Central 9

Controller time has changed to a
new half hour.

SYS_INSTRUMENT_ An Enterprise Agent device target 10

OUT_OF_SERVICE has been removed from service.
SystemEventArg1 contains the
PeripheralID of the peripheral, and
SystemEventText contains the
AgentInstrument that was removed
from service.

SYS_INSTRUMENT_ An Enterprise Agent device target 11

BACK_IN_SERVICE has been returned to service.
SystemEventArg1 contains the
PeripheralID of the peripheral, and
SystemEventText contains the
AgentInstrument that was returned
to service.

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

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Tag Values

Table 192: Special Values

Constant Description Value

MAX_NUM_CTI_ CLIENTS The maximum number of CTI 16

clients that can be in a message list.

MAX_NUM_ PARTIES The maximum number of 16

conference call parties that can be
in a message list.

MAX_NUM_ DEVICES The maximum number of call 16

devices that can be in a message
list.

MAX_NUM_ CALLS The maximum number of calls that 16

can be in a message list.

MAX_NUM_ SKILL_GROUPS The maximum number of skill 20

group fields that can be in a
message list.

MAX_NUM_LINES The maximum number of teleset 10

line fields that can be in a message
list.

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 0xFFFF

supplied.

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

Table 193: 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, 3

AGENT_STATE_EVENT

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AGENT_EXTENSION_ TAG OPEN_REQ, OPEN_CONF, 4

AGENT_STATE_EVENT

AGENT_ID_TAG OPEN_REQ, OPEN_CONF, 5

AGENT_STATE_EVENT,
SET_AGENT_STATE_EVENT

AGENT_ INSTRUMENT_ TAG OPEN_REQ, OPEN_CONF, 6

AGENT_STATE_EVENT,
QUERY_AGENT_STATE_REQ,
SET_AGENT_STATE_REQ,
MAKE_CALL_REQ

TEXT_TAG SYSTEM_EVENT, 7
CLIENT_EVENT_REPORT_REQ,
AGENT_TASKS_END_EVENT

ANI_TAG BEGIN_CALL_EVENT, CALL_ 8

DATA_UPDATE_EVENT,
CALL_
TRANSLATION_ROUTE_EVENT,
SNAPSHOT_CALL_ CONF

UUI_TAG BEGIN_CALL_EVENT, 9
CALL_DATA_UPDATE_EVENT,
CALL_TRANSLATION_ROUTE_
EVENT, CONSULTATION_
CALL_REQ, MAKE_CALL_REQ,
TRANSFER_CALL_REQ,
SNAPSHOT_CALL_CONF

DNIS_TAG BEGIN_CALL_EVENT, CALL_ 10

DATA_UPDATE_EVENT,
CALL_
TRANSLATION_ROUTE_
EVENT, SNAPSHOT_CALL_
CONF

DIALED_NUMBER_ TAG BEGIN_CALL_EVENT, 11

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

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Floating Field Tag Using Messages Value

CED_TAG BEGIN_CALL_EVENT, CALL_ 12

DATA_UPDATE_EVENT,
CALL_
TRANSLATION_ROUTE_
EVENT, SNAPSHOT_CALL_
CONF

CALL_VAR_1_TAG through BEGIN_CALL_EVENT, 13-22

CALL_VAR_10_TAG CALL_DATA_UPDATE_EVENT,
CALL_TRANSLATION_ROUTE_
EVENT, CONSULTATION_
CALL_REQ, MAKE_CALL_REQ,
TRANSFER_CALL_REQ,
SNAPSHOT_CALL_CONF,
SNAPSHOT_TASK_RESP ,
SNAPSHOT_TASK_EVENT

CTI_CLIENT_ BEGIN_CALL_EVENT, 23
SIGNATURE_TAG CALL_DATA_UPDATE_EVENT,
SNAPSHOT_CALL_CONF

CTI_CLIENT_ BEGIN_CALL_EVENT, 24
TIMESTAMP_TAG CALL_DATA_UPDATE_EVENT,
SNAPSHOT_CALL_CONF

CONNECTION_ DEVID_ TAG Any CALL EVENT message, most 25

CLIENT CONTROL messages.

ALERTING_DEVID_ TAG CALL_DELIVERED_EVENT 26

CALLING_DEVID_TAG CALL_DELIVERED_EVENT, 27
CALL_ESTABLISHED_EVENT,
CALL_ORIGINATED_EVENT,
CALL_SERVICE_INITIATED_EVENT,
CALL_QUEUED_EVENT,
SET_DEVICE_ATTRIBUTES_REQ

CALLED_DEVID_TAG CALL_DELIVERED_EVENT, 28
CALL_ESTABLISHED_EVENT,
CALL_ORIGINATED_EVENT,
CALL_QUEUED_EVENT,

LAST_REDIRECT_ DEVID_TAG CALL_DELIVERED_EVENT, 29

CALL_ESTABLISHED_EVENT,
CALL_QUEUED_EVENT

ANSWERING_DEVID_ TAG CALL_ESTABLISHED_EVENT 30

HOLDING_DEVID_ TAG CALL_HELD_EVENT 31

RETRIEVING_DEVID_ TAG CALL_RETRIEVED_EVENT 32

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RELEASING_DEVID_ TAG CALL_CONNECTION_ 33

CLEARED_EVENT

FAILING_DEVID_TAG CALL_FAILED_EVENT 34

PRIMARY_DEVID_ TAG CALL_CONFERENCED_EVENT, 35

CALL_TRANSFERRED_EVENT

SECONDARY_DEVID_ TAG CALL_CONFERENCED_EVENT, 36

CALL_TRANSFERRED_EVENT

CONTROLLER_ DEVID_ TAG CALL_CONFERENCED_EVENT 37

ADDED_PARTY_ DEVID_TAG CALL_CONFERENCED_EVENT 38

PARTY_CALLID_TAG CALL_CONFERENCED_EVENT, 39
CALL_TRANSFERRED_EVENT,
CONFERENCE_CALL_CONF,
TRANSFER_CALL_CONF

PARTY_DEVID_TYPE_ TAG CALL_CONFERENCED_EVENT, 40

CALL_TRANSFERRED_EVENT,
CONFERENCE_CALL_CONF,
TRANSFER_CALL_CONF

PARTY_DEVID_TAG CALL_CONFERENCED_EVENT, 41
CALL_TRANSFERRED_EVENT,
CONFERENCE_CALL_CONF,
TRANSFER_CALL_CONF

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, 46

CALL_DATA_UPDATE_EVENT,
SET_CALL_DATA_REQ,
CONSULTATION_CALL_REQ,
MAKE_CALL_REQ,
TRANSFER_CALL_REQ,
SNAPSHOT_CALL_CONF

NEW_CONNECTION_ CALL_DATA_UPDATE_EVENT, 47
DEVID_TAG CONFERENCE_CALL_CONF,
CONSULTATION_CALL_CONF,
MAKE_CALL_CONF,
TRANSFER_CALL_CONF

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TRUNK_USED_ DEVID_ TAG CALL_REACHED_NETWORK_ 48

EVENT

AGENT_PASSWORD_ TAG SET_AGENT_STATE_REQ 49

ACTIVE_CONN_ DEVID_ TAG ALTERNATE_CALL_REQ, 50

CONFERENCE_CALL_REQ,
CONSULTATION_CALL_REQ,
RECONNECT_CALL_REQ,
TRANSFER_CALL_REQ

FACILITY_CODE_TAG CONSULTATION_CALL_REQ, 51
MAKE_CALL_REQ,
TRANSFER_CALL_REQ

OTHER_CONN_ DEVID_ TAG ALTERNATE_CALL_REQ 52

HELD_CONN_DEVID_ TAG CONFERENCE_CALL_REQ, 53

RECONNECT_CALL_REQ,
RETRIEVE_CALL_REQ,
TRANSFER_CALL_REQ

(reserved) 54-55

CALL_CONN_ CALLID_ TAG SNAPSHOT_CALL_CONF, 56

SNAPSHOT_DEVICE_CONF

CALL_CONN_DEVID_ SNAPSHOT_CALL_CONF, 57
TYPE_TAG SNAPSHOT_DEVICE_CONF

CALL_CONN_DEVID_ TAG SNAPSHOT_CALL_CONF, 58

SNAPSHOT_DEVICE_CONF

CALL_DEVID_TYPE_ TAG SNAPSHOT_CALL_CONF 59

CALL_DEVID_TAG SNAPSHOT_CALL_CONF 60

CALL_DEV_CONN_ SNAPSHOT_CALL_CONF 61
STATE_TAG

SKILL_GROUP_ NUMBER_TAG CALL_QUEUED_EVENT, 62

CALL_DEQUEUED_EVENT,
QUERY_AGENT_STATE_CONF

SKILL_GROUP_ID_ TAG CALL_QUEUED_EVENT, 63

CALL_DEQUEUED_EVENT,
QUERY_AGENT_STATE_CONF

SKILL_GROUP_ CALL_QUEUED_EVENT, 64
PRIORITY_TAG CALL_DEQUEUED_EVENT,
QUERY_AGENT_STATE_CONF

SKILL_GROUP_ STATE_ TAG QUERY_AGENT_STATE_CONF 65

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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_ BEGIN_CALL_EVENT, CALL_ 72

DAY_TAG DATA_UPDATE_EVENT,
CALL_
TRANSLATION_ROUTE_EVENT,
SNAPSHOT_CALL_ CONF

ROUTER_CALL_KEY_ BEGIN_CALL_EVENT, CALL_ 73

CALLID_TAG DATA_UPDATE_EVENT,
CALL_
TRANSLATION_ROUTE_EVENT,
SNAPSHOT_CALL_ CONF

ROUTER_CALL_KEY_SEQUENCE_NUM_TAG AGENT_LEGACY_PRE_CALL_EVENT, 110

BEGIN_CALL_EVENT,
CALL_DATA_UPDATE_EVENT,
CALL_TRANSLATION_ROUTE_EVENT,
AGENT_PRE_CALL_EVENT,
AGENT_PRE_CALL_ABORT_EVENT

(reserved) 74

CALL_STATE_TAG SNAPSHOT_DEVICE_CONF 75

MONITORED_DEVID_TAG MONITOR_START_REQ 76

AUTHORIZATION_ CODE_TAG CONFERENCE_CALL_REQ, 77

CONSULTATION_CALL_REQ,
MAKE_CALL_REQ,
MAKE_PREDICTIVE_CALL_REQ,
TRANSFER_CALL_REQ

ACCOUNT_CODE_TAG CONFERENCE_CALL_REQ, 78
CONSULTATION_CALL_REQ,
MAKE_CALL_REQ,
MAKE_PREDICTIVE_CALL_REQ,
TRANSFER_CALL_REQ

ORIGINATING_DEVID_TAG MAKE_PREDICTIVE_CALL_REQ 79

ORIGINATING_LINE _ID_TAG MAKE_PREDICTIVE_CALL_REQ 80

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CLIENT_ADDRESS_ TAG CLIENT_SESSION_OPENED_EVENT, 81

CLIENT_SESSION_CLOSED_EVENT

NAMED_VARIABLE_ TAG BEGIN_CALL_EVENT, 82

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,
SNAPSHOT_TASK_EVENT

NAMED_ARRAY_TAG BEGIN_CALL_EVENT, 83
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,
SNAPSHOT_TASK_EVENT

CALL_CONTROL_ TABLE_TAG MAKE_CALL_REQ, 84

MAKE_PREDICTIVE_CALL_REQ,

SUPERVISOR_ SUPERVISE_CALL_REQ 85
INSTRUMENT_TAG

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_ SUPERVISE_CALL_REQ 90
CONNECTION_DEVID_ TAG

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SUPERVISOR_ CONNECTION_ SUPERVISE_CALL_REQ, 91

DEVID_TAG

LIST_TEAM_ID_TAG LIST_AGENT_TEAM_CONF 92

DEFAULT_DEVICE_ AGENT_DESK_SETTINGS_CONF 93
PORT_ADDRESS_TAG

SERVICE_NAME_TAG REGISTER_SERVICE_REQ 94

CUSTOMER_PHONE_ SET_CALL_DATA_REQ, 95
NUMBER_TAG CALL_DATA_UPDATE_EVENT

CUSTOMER_ SET_CALL_DATA_REQ, 96
ACCOUNT_NUMBER_TAG CALL_DATA_UPDATE_EVENT

APP_PATH_ID_TAG OPEN_REQ 97

SCRIPT_SELECTOR_TAG SNAPSHOT_TASK_RESP, 99
SNAPSHOT_TASK_EVENT

APPLICATION_STRING1_TAG SNAPSHOT_TASK_RESP, 100

SNAPSHOT_TASK_EVENT

APPLICATION_STRING2_TAG SNAPSHOT_TASK_RESP, 101

SNAPSHOT_TASK_EVENT

ROUTER_CALL_KEY_SEQUENCE_NUM_TAG AGENT_LEGACY_PRE_CALL_EVENT, 110

BEGIN_CALL_EVENT,
CALL_DATA_UPDATE_EVENT,
CALL_TRANSLATION_ROUTE_EVENT,
AGENT_PRE_CALL_EVENT,
AGENT_PRE_CALL_ABORT_EVENT

TRUNK_NUMBER_ TAG CALL_DELIVERED_EVENT, 121

CALL_ESTABLISHED_EVENT,
CALL_REACHED_NETWORK_
EVENT

TRUNK_GROUP_ CALL_DELIVERED_EVENT, 122

NUMBER_TAG CALL_ESTABLISHED_EVENT,
CALL_REACHED_NETWORK_EVENT

EXT_AGENT_STATE_ TAG AGENT_STATE_EVENT 123

DEQUEUE_TYPE_TAG CALL_DEQUEUED_EVENT 124

SENDING_ADDRESS_ TAG RTP_STARTED_EVENT, 125

RTP_STOPPED_EVENT

SENDING_PORT_TAG RTP_STARTED_EVENT 126

RTP_STOPPED_EVENT

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Unused 127-128

MAX_QUEUED_TAG CONFIG_SERVICE_EVENT, 129

CONFIG_DEVICE_EVENT

QUEUE_ID_TAG QUEUE_UPDATED_EVENT 130

CUSTOMER_ID_TAG CONFIG_REQUEST_EVENT 131

SERVICE_SKILL_ CONFIG_SERVICE_EVENT 132

TARGET_ID_TAG

PERIPHERAL_NAME_ TAG CONFIG_SERVICE_EVENT, 133

CONFIG_SKILL_GROUP_EVENT,
CONFIG_AGENT_EVENT,
CONFIG_DIALED_NUMBER_
EVENT

DESCRIPTION_TAG CONFIG_SERVICE_EVENT, 134

CONFIG_SKILL_GROUP_EVENT,
CONFIG_AGENT_EVENT,
CONFIG_DIALED_NUMBER_EVENT
CONFIG_MRD_EVENT

SERVICE_MEMBER_ ID_TAG CONFIG_SKILL_GROUP_EVENT 135

SERVICE_MEMBER_ CONFIG_SKILL_GROUP_EVENT 136

PRIORITY_TAG

FIRST_NAME_TAG CONFIG_AGENT_EVENT 137

LAST_NAME_TAG CONFIG_AGENT_EVENT 138

SKILL_GROUP_TAG CONFIG_AGENT_EVENT 139

AGENT_SKILL_ CONFIG_AGENT_EVENT 141

TARGET_ID_TAG

SERVICE_TAG CONFIG_DIALED_NUMBER_ 142

EVENT

Reserved 143-149

DURATION_TAG AGENT_STATE_EVENT 150

Reserved 151-172

EXTENSION_TAG CONFIG_SKILL_GROUP_EVENT, 173

CONFIG_SERVICE_EVENT,
CONFIG_AGENT_EVENTC
, ONFIG_DEVICE_EVENT

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SERVICE_LEVEL_ CONFIG_SERVICE_EVENT 174

THRESHOLD_TAG

SERVICE_LEVEL_ TYPE_TAG CONFIG_SERVICE_EVENT 175

CONFIG_PARAM_TAG CONFIG_SKILL_GROUP_EVENT, 176

CONFIG_SERVICE_EVENT

SERVICE_CONFIG_ KEY_TAG CONFIG_KEY_EVENT, 177

CONFIG_BEGIN_EVENT

SKILL_GROUP_ CONFIG_KEY_EVENT, 178

CONFIG_KEY_TAG CONFIG_BEGIN_EVENT

AGENT_CONFIG_ KEY_TAG CONFIG_KEY_EVENT, 179

CONFIG_BEGIN_EVENT

DEVICE_CONFIG_ KEY_TAG CONFIG_KEY_EVENT, 180

CONFIG_BEGIN_EVENT

Unused 181-182

RECORD_TYPE_TAG CONFIG_AGENT_EVENT, 183

CONFIG_DEVICE_EVENT,
CONFIG_SERVICE_EVENT,
CONFIG_SKILL_GROUP_EVENT

PERIPHERAL_ NUMBER_TAG CONFIG_AGENT_EVENT, 184

CONFIG_DEVICE_EVENT,
CONFIG_SERVICE_EVENT,
CONFIG_SKILL_GROUP_EVENT

AGENT_SKILL_ CONFIG_AGENT_EVENT 185

TARGET_ID_TAG

NUM_SERVICE_ CONFIG_SERVICE_EVENT 186

MEMBERS_TAG

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

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AGENT_ID_LONG_ TAG OPEN_REQ, OPEN_REQ, 194

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

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_ CALL_DELIVERED_EVENT 202

CONNECTION_CALL_ ID

PRIORITY_QUEUE_ CALL_QUEUED_EVENT 203

NUMBER_TAG

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, 208

CONFIG_SERVICE_EVENT,
CONFIG_SKILL_GROUP_EVENT,
CONFIG_DEVICE_EVENT

CALL_TYPE_KEY_ CONFIG_KEY_EVENT 209

CONFIG_TAG (V11)

CALL_TYPE_ID_TAG (V11) AGENT_PRE_CALL_EVENT, 210

CONFIG_CALL_TYPE_EVENT,
SET_APP_DATA

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CUSTOMER_ CONFIG_CALL_TYPE_EVENT 211

DEFINITION_ID_TAG (V11)

ENTERPRISE_NAME_ TAG CONFIG_CALL_TYPE_EVENT 212

(V11)
CONFIG_MRD_EVENT

OLD_PERIPHERAL_ CONFIG_SKILL_GROUP_EVENT, 213

NUMBER_TAG CONFIG_CALL_TYPE_EVENT

CUR_LOGIN_ID CONFIG_AGENT_EVENT 214

ANI_II_TAG BEGIN_CALL_EVENT, 215

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

MR_DOMAIN_ID_TAG CONFIG_SKILL_GROUP_EVENT, 216

CONFIG_SERVICE_EVENT
CONFIG_MRD_EVENT

CTIOS_CIL_CLIENT_ ID_TAG SET_CALL_DATA_REQ, 217

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

SILENT_MONITOR_ SNAPSHOT_DEVICE_CONF 218

STATUS_TAG

REQUESTING_ CALL_CLEAR_CONNECTION_REQ 219

DEVICE_ID_TAG

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REQUESTING_ DEVICE_ID_ CALL_CLEAR_CONNECTION_REQ 220

TYPE_TAG

PRE_CALL_INVOKE_ ID_TAG AGENT_PRE_CALL_EVENT, 221

SET_APP_DATA

ENTERPRISE_ QUEUE_TIME 222

CALL_REFERENCE_ ID_TAG BEGIN_CALL_EVENT, 223

CALL_DATA_UPDATE_EVENT,
CALL_TERMINATION_EVNT,
SNAPSHOT_CALL_CONF

MULTI_LINE_AGENT_ OPEN_CONF 224

CONTROL_TAG

NETWORK_ ROUTE_SELECT_EVENT 225

CONTROLLED_TAG

Used 226-227

NUM_PERIPHERALS_ TAG OPEN_CONF 228

COC_CONNECTION_ CALL_SERVICE_INITIATED_ 229

CALL_ID_TAG EVENT,
ROUTE_REQUEST_EVENT,
SNAPSHOT _CALL_CONF

COC_CONNECTION_ CALL_SERVICE_INITIATED_ 230

DEVICE_ID_TYPE_ TAG EVENT,
ROUTE_REQUEST_EVENT,
SNAPSHOT _CALL_CONF

COC_CONNECTION_ CALL_SERVICE_INITIATED_ 231

DEVICE_ID_TAG EVENT,
ROUTE_REQUEST_EVENT,
SNAPSHOT _CALL_CONF

CALL_ORIGINATED_ SET_CALL_DATA_REQ 232

FROM_TAG

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 245

(internal use only for ACMI PIM)

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FLT_MRD_ID_TAG CONFIG_MEDIA_ROUTING_DOMAIN_EVENT 246

(Internal Cisco Use Only)

MEDIA_CLASS_ID_TAG CONFIG_MEDIA_ROUTING_DOMAIN_EVENT 247

and
CONFIG_MEDIA_CLASS_EVENT
(Internal Cisco Use Only)

TASK_LIFE_TAG CONFIG_MEDIA_ROUTING_DOMAIN_EVENT 248

and
CONFIG_MEDIA_CLASS_EVENT
(Internal Cisco Use Only)

TASK_START_TIMEOUT_TAG CONFIG_MEDIA_ROUTING_DOMAIN_EVENT 249

and
CONFIG_MEDIA_CLASS_EVENT
(Internal Cisco Use Only)

MAX_TASK_DURATION_TAG CONFIG_MEDIA_ROUTING_DOMAIN_EVENT 250

and
CONFIG_MEDIA_CLASS_EVENT
(Internal Cisco Use Only)
CONFIG_MRD_EVENT

INTERRUPTIBLE_TAG CONFIG_MEDIA_ROUTING_DOMAIN_EVENT 251

(Internal Cisco Use Only)
CONFIG_MRD_EVENT

MAX_CALLS_IN_QUEUE_TAG CONFIG_MEDIA_ROUTING_DOMAIN_EVENT 252

(Internal Cisco Use Only)

MAX_CALLS_IN_QUEUE_PER_CALL_TYPE_TAG CONFIG_MEDIA_ROUTING_DOMAIN_EVENT 253

(Internal Cisco Use Only)

MAX_TIME_IN_QUEUE_TAG CONFIG_MEDIA_ROUTING_DOMAIN_EVENT 254

(Internal Cisco Use Only)

INTERNAL_AGENT_STATE_TAG QUERY_AGENT_STATE_CONF 255

(internal use only for CCX)

Unused 256

SSO_ENABLED_TAG CONFIG_AGENT_EVENT, 257

SET_AGENT_STATE_REQ

FLT_TASK_ID_TAG AGENT_TASKS_RESP, 258

AGENT_TASKS_EVENT

FLT_ICM_DISP_TAG MEDIA_LOGOUT_IND 259

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FLT_APP_DISP_TAG MEDIA_LOGOUT_IND 260

NUM_MRDS_TAG CONFIG_AGENT_EVENT, 261

DESKTOP_CONNECTED_IND

FLT_AGENT_MRD_ID_TAG CONFIG_AGENT_EVENT, 262

DESKTOP_CONNECTED_IND

FLT_AGENT_MRD_STATE_TAG CONFIG_AGENT_EVENT 263

FLT_PRECISION_QUEUE_ID_TAG CONFIG_SKILL_GROUP_EVENT 264

FLT_PRECISION_QUEUE_NAME_TAG CONFIG_SKILL_GROUP_EVENT 265

MAX_BEYOND_TASK_LIMIT_TAG AGENT_STATE_EVENT, 266

QUERY_AGENT_STATE_CONF,
MEDIA_LOGIN_REQ,
AGENT_INIT_REQ

AGENT_DESK_SETTINGS_ID_TAG CONFIG_AGENT_EVENT 267

XFER_IN_WHILE_LOGGED_OUT_TAG OFFER_APPLICATION_TASK_REQ 268

START_APPLICATION_TASK_REQ

PERIPHERAL_CONFIG_KEY_TAG CONFIG_KEY_EVENT 269

AGENT_DESK_SETTINGS_CONFIG_KEY_TAG CONFIG_AGENT_EVENT 270

CONFIG_PERIPHERAL_ID_TAG CONFIG_PERIPHERAL_EVENT 271

DEFAULT_AGENT_DESK_SETTINGS_ID_TAG CONFIG_PERIPHERAL_EVENT 272

FLT_DESK_SETTINGS_MASK_TAG CONFIG_AGENT_DESK_SETTINGS_EVENT 273

FLT_WRAP_UP_DATA_INCOMING_MODE_TAG CONFIG_AGENT_DESK_SETTINGS_EVENT 274

FLT_WRAP_UP_DATA_OUTGOING_MODE_TAG CONFIG_AGENT_DESK_SETTINGS_EVENT 275

FLT_LOGOUT_NON_ACTIVITY_TIME_TAG CONFIG_AGENT_DESK_SETTINGS_EVENT 276

FLT_QUALITY_RECORDING_RATE_TAG CONFIG_AGENT_DESK_SETTINGS_EVENT 277

FLT_RING_NO_ANSWER_TIME_TAG CONFIG_AGENT_DESK_SETTINGS_EVENT 278

FLT_SILENT_MONITOR_WARNING_MESSAGE_TAG CONFIG_AGENT_DESK_SETTINGS_EVENT 279

FLT_SILENT_MONITOR_AUDIBLE_INDICATION_TAG CONFIG_AGENT_DESK_SETTINGS_EVENT 280

FLT_SUPERVISOR_ASSIST_CALL_METHOD_TAG CONFIG_AGENT_DESK_SETTINGS_EVENT 281

FLT_EMERGENCY_CALL_METHOD_TAG CONFIG_AGENT_DESK_SETTINGS_EVENT 282

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FLT_AUTO_RECORD_ON_EMERGENCY_TAG CONFIG_AGENT_DESK_SETTINGS_EVENT 283

FLT_RECORDING_MODE_TAG CONFIG_AGENT_DESK_SETTINGS_EVENT 284

FLT_WORK_MODE_TIMER_TAG CONFIG_AGENT_DESK_SETTINGS_EVENT 285

FLT_RING_NO_ANSWER_DN_ID_TAG CONFIG_AGENT_DESK_SETTINGS_EVENT 286

FLT_DEFAULT_DEVICE_PORT_ADDRESS_TAG CONFIG_AGENT_DESK_SETTINGS_EVENT 287

DESKTOP_CONNECTED_FLAG_TAG AGENT_TASKS_REQUEST_EVENT 288

PLAY_TONE_DIRECTION_TAG START_NETWORK_RECORDING_REQ 289

INVOCATION_TYPE_TAG START_NETWORK_RECORDING_REQ, 290

STOP_NETWORK_RECORDING_REQ

RECORDER_ADDRESS_TAG NETWORK_RECORDING_TARGET_INFO_EVENT 291

TERMINAL_NAME_TAG NETWORK_RECORDING_TARGET_INFO_EVENT 292

MEDIA_FORKING_DEVICE_NAME_TAG NETWORK_RECORDING_TARGET_INFO_EVENT 293

PROTOCOL_REFERENCE_GUID_TAG NETWORK_RECORDING_TARGET_INFO_EVENT 294

AGENT_PRE_CALL_EVENT

MEDIA_FORKING_CLUSTER_ID_TAG NETWORK_RECORDING_TARGET_INFO_EVENT 295

RECORDER_URI_TAG NETWORK_RECORDING_TARGET_INFO_EVENT 296

RECORDER_ERROR_MSG_TAG NETWORK_RECORDING_TARGET_INFO_EVENT 297

RECORDER_TYPE_TAG NETWORK_RECORDING_TARGET_INFO_EVENT 298

RECORDER_STATUS_TAG NETWORK_RECORDING_TARGET_INFO_EVENT 299

RECORDING_DEVICE_ID_TAG NETWORK_RECORDING_STARTED_EVENT, 300

NETWORK_RECORDING_ENDED_EVENT,
NETWORK_RECORDING_FAILED_EVENT,
NETWORK_RECORDING_TARGET_INFO_EVENT

FLT_TERM_TYPE CONFIG_TERMINAL_EVENT 302

FLT_TERM_DEVICE_NAME CONFIG_TERMINAL_EVENTC
, ONFIG_AGENT_EVENT, 303
SET_AGENT_STATE_REQ,
AGENT_STATE_EVENT

FLT__TERM_TYPE_NAME CONFIG_TERMINAL_EVENT 304

FLT_NUM_INSTRUMENTS CONFIG_TERMINAL_EVENT 305

ACD_SHARED_LINE_USAGE AGENT_DESK_SETTINGS_CONF 306

CONFIG_AGENT_DESK_SETTINGS_EVENT

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Floating Field Tag Using Messages Value

PLAY_ZIP_TONE AGENT_DESK_SETTINGS_CONF 307

CONFIG_AGENT_DESK_SETTINGS_EVENT

FLT_ENABLED_SERVICES CONFIG_AGENT_SERVICE_EVENT 309

SET_AGENT_SERVICE_DATA_REQ

NUM_OF_ENABLED_SERVICES CONFIG_AGENT_SERVICE_EVENT 310

SET_AGENT_SERVICE_DATA_REQ

CCAI_CONFIG_ID AGENT_PRE_CALL_EVENT 311

NUM_POSITIVE_ANSWERS_SUGGESTIONS SET_AGENT_SERVICE_DATA_REQ 312

NUM_NEGATIVE_ANSWERS_SUGGESTIONS SET_AGENT_SERVICE_DATA_REQ 313

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

Table 194: AgentState Values

State Name Description Value

AGENT_STATE_ LOGIN The agent has logged on to the 0

ACD. It does not necessarily
indicate that the agent is ready to
accept calls.

AGENT_STATE_ LOGOUT The agent has logged out of the 1

ACD and cannot accept any
additional calls.

AGENT_STATE_ NOT_ READY The agent is unavailable for any 2

call work.

AGENT_STATE_ AVAILABLE The agent is ready to accept a call. 3

AGENT_STATE_ TALKING The agent is currently talking on a 4

call (inbound, outbound, or inside).

AGENT_STATE_ The agent is performing after call 5

WORK_NOT_READY work, but will not be ready to
receive a call when completed.

AGENT_STATE_ WORK_ The agent is performing after call 6

READY work, and will be ready to receive
a call when completed.

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State Name Description Value

AGENT_STATE_ BUSY_ The agent is busy performing a task 7

OTHER associated with another active
SkillGroup.

AGENT_STATE_ RESERVED The agent is reserved for a call that 8

will arrive at the ACD shortly.

AGENT_STATE_ UNKNOWN The agent state is currently 9

unknown.

AGENT_STATE_ HOLD The agent currently has all calls on 10

hold.

AGENT_STATE_ ACTIVE The agent state is currently active. 11

AGENT_STATE_ PAUSED The agent state is currently paused. 12

AGENT_STATE_ The agent state is currently 13

INTERRUPTED interrupted.

AGENT_STATE_NOT_ACTIVE The agent state is currently not 14

active.

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

Table 195: PGStatusCode Values

PGStatus Description Mask Value

PGS_OPC_DOWN Communication lost between the 0x00000001

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.

PGS_CC_DOWN Communication lost between the 0x00000002

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

PGS_PERIPHERAL_OFFLINE One or more of the peripherals 0x00000004

monitored by the PG are offline.

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PeripheralType Values

PGStatus Description Mask Value

PGS_CTI_SERVER_OFFLINE Loss of communication between 0x00000008

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.

PGS_LIMITED_FUNCTION This status code may be reported 0x00000010

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.

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

Table 196: 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 4

Expert Agent Selection)

PT_DEFINITY_ECS_ EAS Lucent DEFINITY ECS (with 5

Expert Agent Selection)

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 12

(Rolm 9005)

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LocalConnectionState Values

Peripheral Type Description Value

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 22

or Unified CCX

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.

Table 197: LocalConnectionState values

LocalConnectionState Description Value

LCS_NONE Not applicable 0xffff

LCS_NULL No relationship between call and 0

device.

LCS_INITIATE Device requesting service 1

(“dialing”).

LCS_ALERTING Device is alerting (“ringing”). 2

LCS_CONNECT Device is actively participating in 3

the call.

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LocalConnectionState Description Value

LCS_HOLD Device is inactively participating 4

in the call.

LCS_QUEUED Device is stalled attempting to 5

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

LCS_FAIL A device-to-call or call-to-device 6

connection attempt has been
aborted.

EventCause Values
These tables show the EventCause values.

Table 198: 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

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EventCause Value

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

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EventCause Value

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

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EventCause Value

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

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DeviceIDType Values

EventCause Value

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.

Table 199: DeviceIDType Values

Device ID Type Description Value

DEVID_NONE No device ID is provided. 0xffff

DEVID_DEVICE_IDENTIFIER The provided device ID identifies 0

a peripheral teleset (extension).

DEVID_TRUNK_IDENTIFIER The provided device ID identifies 70

a peripheral Trunk.

DEVID_TRUNK_GROUP_ The provided device ID identifies 71

IDENTIFIER a peripheral Trunk Group.

DEVID_IP_PHONE_MAC_ The provided device ID identifiers 72

IDENTIFIER the MAC address of an IP phone
(Unified CCX ONLY).

DEVID_CTI_PORT The provided device ID identifiers 73

a CTI PORT (Unified CCX
ONLY).

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CallType Values

DEVID_ROUTE_POINT The provided device ID identifies 74

a ROUTE POINT.

DEVID_EXTERNAL The provided device ID is an ANI 75

number or some other external
identifier.

DEVID_AGENT_DEVICE The provided device ID is the ID 76

of an AGENT Device (phone).

DEVID_QUEUE The provided device ID is the ID 77

of a QUEUE.

DEVID_NON_ACD_DEVICE_ The provided device ID identifies 78

IDENTIFIER a peripheral telset (extension) that
is classified as being a non-ACD
extension.

DEVID_SHARED_DEVICE_ The provided device ID identifies 79

IDENTIFIER a peripheral telset (extension) that
is classified as being a shared line
(0 or more telsets share this
extension).

CallType Values
This table shows the CallType values.

Table 200: CallType Values

CallType Description Value

CALLTYPE_ACD_IN Inbound ACD call. 1

In Unified CCE, it indicates that
this is a post route request.

CALLTYPE _PREROUTE_ Translation routed inbound ACD 2

ACD_IN call.

CALLTYPE _PREROUTE_ Translation routed call to a specific 3

DIRECT_AGENT agent.

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

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CallType Description Value

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_ Announced transferred call. 13

OFFERRED

CALLTYPE _CONSULT_ Conferenced consult call. 14

CONFERENCE

CALLTYPE _CONFERENCE Conference call. 15

CALLTYPE_UNMONITORED Inside or outbound call for which 16

no call events will be received.

CALLTYPE_PREVIEW Automatic out call in which the 17

agent is given the option to proceed
to dial a contact.

CALLTYPE_RESERVATION Call made to reserve an agent for 18

some other function.

CALLTYPE_ASSIST Call to supervisor for assistance. 19

CALLTYPE_EMERGENCY Emergency call. 20

CALLTYPE_SUPERVISOR_ Supervisor silently monitoring call. 21

MONITOR

CALLTYPE_SUPERVISOR_ Supervisor monitoring call, agent 22

WHISPER can hear supervisor.

CALLTYPE_SUPERVISOR_ Supervisor conferenced into call. 23

BARGEIN

CALLTYPE_SUPERVISOR_ Supervisor replaces agent on call. 24

INTERCEPT

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 27

routed call.

RESERVATION_PREVIEW Call type for Outbound Option 27

Reservation calls for Preview
mode.

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CallType Values

CallType Description Value

RESERVATION_PREVIEW_DIRECT Call type for Outbound Option 28

Reservation calls for Direct
Preview mode.

RESERVATION_PREDICTIVE Call type for Outbound Option 29

Reservation calls for Predictive
mode and Progressive mode.

RESERVATION_CALLBACK Call type for Outbound Option 30

Reservation calls for Callback calls.

RESERVATION_PERSONAL_CALLBACK Call type for Outbound Option 31

Reservation calls for Personal
Callback calls.

CUSTOMER_PREVIEW Call type for Outbound Option 32

Customer calls for Preview mode.

CUSTOMER_PREVIEW_DIRECT Call type for Outbound Option 33

Customer calls for Direct Preview

CUSTOMER_PREDICTIVE Call type for Outbound Option 34

Customer calls for Predictive mode
and Progreassive modefor
agentbased campaigns.

CUSTOMER_CALLBACK Call type for Outbound Option 35

Customer calls for callback calls.

CUSTOMER_PERSONAL Call type for Outbound Option 36

Customer calls for personal
callback calls.

CUSTOMER_IVR Call type for Outbound Option 37

Customer calls for Transfer to IVR
campaigns.

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 40

by
AGENT_GREETING_CONTROL_REQ.

CALLTYPE_VOICE_CALL_BACK Voice callback using the Agent 41

Request API.

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ConnectionDeviceIDType Values

ConnectionDeviceIDType Values
This table shows the possible ConnectionDeviceIDType values.

Table 201: ConnectionDeviceIDType Values

ConnectionDevice IDType Description Value

CONNECTION_ID_ NONE No ConnectionDeviceID is 0xffff

provided.

CONNECTION_ID_ STATIC The ConnectionDeviceID value is 0

stable over time (between calls).

CONNECTION_ID_ DYNAMIC The ConnectionDeviceID value is 1

dynamic and may change between
calls.

LineType Values
This table shows the possible LineType values.

Table 202: 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 7

calls.

LINETYPE_DID Line used for direct inward dialed 8

calls.

LINETYPE_SILENT_ MONITOR Line used for silent monitor. 9

LINETYPE_NON_ACD_IN Line used for inbound non-ACD 10

calls.

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ControlFailureCode Values

LINETYPE_NON_ACD_OUT Line used for outbound non-ACD 11

calls.

ControlFailureCode Values
This table shows the possible ControlFailureCode values.

Table 203: ControlFailureCode Values

FailureCode Description Value

CF_GENERIC_UNSPECIFIED An error has occurred that is not 0

one of the following error types.

CF_GENERIC_OPERATION An operation error occurred (no 1

specific details available).

CF_REQUEST_ The request is not compatible with 2

INCOMPATIBLE_WITH_ the object.
OBJECT

CF_VALUE_OUT_OF_ RANGE The parameter has a value that is 3

not in the range defined for the
server.

CF_OBJECT_NOT_KNOWN The parameter has a value that is 4

not known to the server.

CF_INVALID_CALLING_ The calling device is invalid. 5

DEVICE

CF_INVALID_CALLED_ The called device is invalid 6

DEVICE

CF_INVALID_FORWARDING_ The forwarding destination device 7

DESTINATION is invalid.

CF_PRIVILEGE_VIOLATION_ The specified device is not 8

ON_SPECIFIED_DEVICE authorized for the service.

CF_PRIVILEGE_VIOLATION_ The called device is not authorized 9

ON_CALLED_DEVICE for the service.

CF_PRIVILEGE_VIOLATION_ The calling device is not authorized 10

ON_CALLING_DEVICE for the service.

CF_INVALID_CSTA_CALL_ The call identifier is invalid. 11

IDENTIFIER

CF_INVALID_CSTA_DEVICE_ The device identifier is invalid. 12

IDENTIFIER

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FailureCode Description Value

CF_INVALID_CSTA_ The connection identifier is invalid. 13

CONNECTION_IDENTIFIER

CF_INVALID_DESTINATION The request specified a destination 14

that is invalid.

CF_INVALID_FEATURE The request specified a feature that 15

is invalid.

CF_INVALID_ALLOCATION_ The request specified an allocation 16

STATE state that is invalid.

CF_INVALID_CROSS_REF_ID The request specified a cross- 17

reference ID that is not in use at
this time.

CF_INVALID_OBJECT_TYPE The request specified an invalid 18

object type.

CF_SECURITY_VIOLATION Security error (no specific details 19

available).

CF_GENERIC_STATE_ The request is not compatible with 21

INCOMPATIBILITY the condition of a related device.

CF_INVALID_OBJECT_STATE The object is in the incorrect state 22

for the request.

CF_INVALID_CONNECTION_ The active connection ID in the 23

ID_FOR_ACTIVE_CALL request is invalid.

CF_NO_ACTIVE_CALL There is no active call for the 24

request.

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 26

given connection ID.

CF_NO_CONNECTION_TO_ There is no call connection for the 27

CLEAR given connection ID.

CF_NO_CALL_TO_ANSWER There is no alerting call to be 28

answered.

CF_NO_CALL_TO_ COMPLETE There is no active call to be 29

completed.

CF_GENERIC_SYSTEM_ The request failed due to lack of 31

RESOURCE_AVAILABILITY system resources (no specific
details available).

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ControlFailureCode Values

FailureCode Description Value

CF_SERVICE_BUSY The service is temporarily 32

unavailable.

CF_RESOURCE_BUSY An internal resource is busy. 33

CF_RESOURCE_OUT_OF_ The service requires a resource that 34

SERVICE is out of service.

CF_NETWORK_BUSY The server sub-domain is busy. 35

CF_NETWORK_OUT_OF_ The server sub-domain is out of 36

SERVICE service.

CF_ OVERALL_MONITOR_ The request would exceed the 37

LIMIT_EXCEEDED server’s overall resource limits.

CF_CONFERENCE_MEMBER_ The request would exceed the 38

LIMIT_EXCEEDED server’s limit on the number of
conference members.

CF_ GENERIC_SUBSCRIBED_ The request failed due to lack of 41

RESOURCE_AVAILABILITY purchased or contracted resources
(no specific details available).

CF_ OBJECT_MONITOR_ The request would exceed the 42

LIMIT_EXCEEDED server’s specific resource limits.

CF_ EXTERNAL_TRUNK_ The request would exceed the limit 43

LIMIT_EXCEEDED of external trunks.

CF_ OUTSTANDING_ The request would exceed the limit 44

REQUEST_LIMIT_EXCEEDED of outstanding requests.

CF_GENERIC_ The request failed as a performance 51

PERFORMANCE_ management mechanism (no
MANAGEMENT specific details available).

CF_PERFORMANCE_LIMIT_ The request failed because a 52

EXCEEDED performance management limit was
exceeded.

CF_ SEQUENCE_NUMBER_ The server has detected an error in 61

VIOLATED the sequence number of the
operation.

CF_ TIME_STAMP_ VIOLATED The server has detected an error in 62

the time stamp of the operation.

CF_ PAC_VIOLATED The server has detected an error in 63

the PAC of the operation.

CF_ SEAL_VIOLATED The server has detected an error in 64

the Seal of the operation.

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ControlFailureCode Values

FailureCode Description Value

CF_ GENERIC_UNSPECIFIED_ The request has been rejected (no 70

REJECTION specific details available).

CF_ GENERIC_OPERATION_ The requested operation has been 71

REJECTION rejected (no specific details
available).

CF_ DUPLICATE_ The request duplicated another 72

INVOCATION_REJECTION request for the same service.

CF_ UNRECOGNIZED_ The request specified an 73

OPERATION_REJECTION unrecognized operation.

CF_MISTYPED_ARGUMENT_ The request contained a parameter 74

REJECTION of the wrong type for the requested
operation.

CF_ RESOURCE_LIMITATION_ The request would have exceeded 75

REJECTION a resource limitation.

CF_ ACS_HANDLE_ The request specified an ACS 76

TERMINATION_REJECTION handle that is no longer in use.

CF_ SERVICE_ The request failed because the 77

TERMINATION_REJECTION required service has been
terminated.

CF_ REQUEST_TIMEOUT_ The request failed because a 78

REJECTION timeout limit was exceeded.

CF_REQUESTS_ON_DEVICE_ The request would have exceeded 79

EXCEEDED_REJECTION the limits of the device.

Extended Control Failure Codes

FailureCode Description Value

CF_INVALID_AGENT_ID_ The request specified an invalid 256

SPECIFIED AgentID.

CF_INVALID_PASSWORD_ The request specified an invalid 257

SPECIFIED agent password.

CF_INVALID_AGENT_ID_ The request specified an invalid 258

OR_PASSWORD_SPECIFIED AgentID and/or invalid agent
password.

CF_SPECIFIED_AGENT_ The request failed because the 259

ALREADY_SIGNED_ON specified agent is already logged
in.

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FailureCode Description Value

CF_INVALID_LOGON_ The request specified an invalid 260

DEVICE_SPECIFIED logon device.

CF_INVALID_ANSWERING_ The request specified an invalid 261

DEVICE_SPECIFIED answering device.

CF_INVALID_SKILL_ The request specified an invalid 262

GROUP_SPECIFIED agent skill group.

CF_INVALID_CLASS_OF_ The request specified an invalid 263

SERVICE_SPECIFIED class of service.

CF_INVALID_TEAM_ The request specified an invalid 264

SPECIFIED team.

CF_INVALID_AGENT_ The request specified an invalid 265

WORKMODE agent work mode.

CF_INVALID_AGENT_ The request specified an invalid 266

REASON_CODE agent reason code.

CF_ADJUNCT_SWITCH_ A communication error occurred 267

COMM_ERROR on the datalink between the Unified
CCE and the ACD.

CF_AGENT_NOT_PARTY_ The specified agent is not a party 268

ON_CALL on the indicated call.

CF_INTERNAL_ An internal error occurred in the 269

PROCESSING_ERROR ACD while processing the request.

CF_TAKE_CALL_CONTROL_ The ACD refused an Unified CCE 270

REJECTION request to take control of a call.

CF_TAKE_DOMAIN_ The ACD refused an Unified CCE 271

CONTROL_REJECTION request to take control of a domain.

CF_REQUESTED_SERVICE_ The Unified CCE is not registered 272

NOT_REGISTERED on the ACD for the requested
service.

CF_INVALID_CONSULT_ TYPE The consult type is invalid. 273

CF_ANSMAP_OR_ The Ansmap or Asparam field are 274

ADPARAM_FIELD_NOT_VALID not valid.

CF_INVALID_CALL_ The call control table is invalid. 275

CONTROL_TABLE_ SPECIFIED

CF_INVALID_DIGITS_ 276
RNATIMEOUT_AMSDELAY_
OR_COUNTRY

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ControlFailureCode Values

FailureCode Description Value

CF_ANSWER_DETECT_ 277
PORT_UNAVAILABLE

CF_VIRTUAL_AGENT_ 278
UNAVAILABLE

CF_TAKEBACK_N_XFER_ 279
ROUTE_END

CF_WRAPUP_DATA_ 280
REQUIRED

CF_REASON_CODE_ 281
REQUIRED

CF_INVALID_TRUNK_ID_ 282
SPECIFIED

CF_SPECIFIED_EXTENSION_ 283
ALREADY_IN_USE

CF_ARBITRARY_CONF_OR_ 284
XFER_NOT_SUPPORTED

CF_NETWORK_TRANSFER_OR_ 285
CONSULT

CF_NETWORK_TRANSFER_OR_ 286
CONSULT_FAILED

CF_DEVICE_RESTRICTED 287

CF_LINE_RESTRICTED 288

CF_AGENT_ACCOUNT_ 289
LOCKED_OUT

CF_DROP_ANY_PARTY_NOT_ 290
ENABLED_CTI

CF_MAXIMUM_LINE_LIMIT_ 291
EXCEEDED

CF_SHARED_LINES_NOT_ 292
SUPPORTED

CF_EXTENSION_NOT_UNIQUE 293

CF_UNKNOWN_ INTERFACE_ The Interface Controller ID is 1001

CTRLR_ID unknown.

CF_INVALID_INTERFACE_ The Interface Controller type is 1002

CTRLR_TYPE invalid.

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AllocationState Values

FailureCode Description Value

CF_SOFTWARE_REV_NO_ The current software revision is not 1003

SUPPORTED supported.

CF_UNKNOWN_PID The PeripheralID is unknown. 1004

CF_INVALID_TABLE_ An invalid table was specified. 1005

SPECIFIED

CF_PD_SERVICE_INACTIVE The peripheral data service is not 1006

active.

CF_UNKNOWN_ROUTING_ The RoutingClientID is unknown. 1007

CLIENT_ID

CF_RC_SERVICE_ The routing client service is not 1008

INACTIVATE active.

CF_INVALID_DIALED_ The dialed number is invalid. 1009

NUMBER

CF_INVALID_PARAMETER A parameter in the request is 1010

invalid.

CF_UNKNOWN_ROUTING_ An unspecified error occurred 1011

PROBLEM during routing.

CF_UNSUPPORTED_PD_ The requested peripheral data 1012

MESSAGE_REVISION service protocol version is not
supported.

CF_UNSUPPORTED_RC_ The requested routing client service 1013

MESSAGE_REVISION protocol version is not supported.

CF_UNSUPPORTED_IC_ The requested interface controller 1014

MESSAGE_REVISION service protocol version is not
supported.

CF_RC_SERVICE_ The peripheral interface is not 1015

INACTIVATE_PIM active.

CF_AGENT_GREETING_CONTROL_OPERATION_FAILURE This error occurs if 1016

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

AllocationState Values
This table shows the AllocationState values.

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ForwardType Values

Table 204: AllocationState Values

AllocationState Description Value

ALLOC_CALL_ DELIVERED Connect call to originating device 0

when call is delivered (alerting).

ALLOC_CALL_ ESTABLISHED Connect call to originating device 1

when call is established (answered).

ForwardType Values
This table shows the ForwardType values.

Table 205: 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 5

internal calls.

FWT_NO_ANS_EXT Forward after no answer for 6

external calls.

TypeOfDevice Values
This table shows the TypeOfDevice values.

Table 206: TypeOfDevice Values

TypeOfDevice Description Value

DEVT_STATION A traditional telephone device, 0

consisting of one or more buttons
and one or more lines.

DEVT_LINE A communications interface to one 1

or more stations.

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ClassOfDevice Values

TypeOfDevice Description Value

DEVT_BUTTON An instance of a call manipulation 2

point at an individual station.

DEVT_ACD A mechanism that distributes calls. 3

DEVT_TRUNK A device used to access other 4

switching domains.

DEVT_OPERATOR A device that interacts with a call 5

party to assist in call setup or
provide other telecommunications
service.

DEVT_STATION_ GROUP Two or more stations used 16

interchangeably or addressed
identically.

DEVT_LINE_GROUP A set of communications interfaces 17

to one or more stations.

DEVT_BUTTON_ GROUP Two or more instances of a call 18

manipulation point at an individual
station.

DEVT_ACD_GROUP A call distributor device as well as 19

the devices to which it distributes
calls.

DEVT_TRUNK_ GROUP A set of trunks providing 20

connectivity to the same place.
Individual trunks within the group
may be used interchangeably.

DEVT_OPERATOR_ GROUP Two or more operator devices used 21

interchangeably or addressed
identically.

DEVT_CTI_PORT_ SCCP A CTI port on a Unified CM 22

device.

DEVT_CTI_PORT_SIP A CTI port on a SIP device. 23

DEVT_OTHER A device that does not fall into any 255

of the preceding categories.

ClassOfDevice Values
This table shows the ClassOfDevice values.

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CallPlacementType Values

Table 207: ClassOfDevice Values

ClassOfDevice Description Value

DEVC_OTHER A class of device not covered by 10x

the following image, data, or voice
classes.

DEVC_IMAGE A device that is used to make 20x

digital data calls involving imaging
or high speed circuit switched data
in general.

DEVC_DATA A device that is used to make 40x

digital data calls (both circuit
switched and packet switched).

DEVC_VOICE A device that is used to make audio 80x

calls.

CallPlacementType Values
This table shows the CallPlacementType values.

Table 208: 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_ An outbound call that will not 3

ACCESS_CODE require an access code.

CPT_DIRECT_POSITION A call placed directly to a specific 4

position.

CPT_DIRECT_AGENT A call placed directly to a specific 5

agent.

CPT_SUPERVISOR_ASSIST A call placed to a supervisor for 6

call handling assistance.

CallMannerType Values
This table shows the CallMannerType values.

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CallOption Values

Table 209: CallMannerType Values

CallMannerType Description Value

CMT_UNSPECIFIED Use default call manner. 0

CMT_POLITE Attempt the call only if the 1

originating device is idle.

CMT_BELLIGERENT This CallManner type is only used 2

with the
MAKE_CALL_REQUEST. When
an agent in Available state places
an outbound call, the Unified CCE
system forcibly changes the agent's
state to NotReady with the 50006
reason code. The system changes
the agent's state back to Available
after the call ends or if the call fails
to connect. For more details on the
reason code, see the the Database
Schema Handbook for Cisco
Unified ICM/Contact Center
Enterprise, Release 12.5(1) at
https://www.cisco.com/c/en/us/
support/customer-collaboration/
unified-contact-center-enterprise/
products-technical-reference-list.html
CMT_SEMI_POLITE Attempt the call only if the 3
originating device is idle or is
receiving dial tone.

CMT_RESERVED Reserved 4

CallOption Values
This table shows the CallOption values.

Table 210: CallOption Values

CallOption Description Value

COPT_UNSPECIFIED No call options specified, use 0

defaults.

COPT_CALLING_ Attempt the call only if the calling 1

AGENT_ONLINE agent is “online” (available to
interact with the destination party).

COPT_CALLING_ Obsolete with DMS-100. 2

AGENT_RESERVED

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ConsultType Values

COPT_CALLING_ Obsolete with DMS-100. 3

AGENT_NOT_ RESERVED

COPT_CALLING_ Obsolete with DMS-100. 4

AGENT_BUZZ_BASE

COPT_CALLING_ Obsolete with DMS-100. 5

AGENT_BEEP_HSET

COPT_SERVICE_ CIRCUIT_ON Causes a call classifier to be 6

applied to the call (ACM ECS).

ConsultType Values
This table shows the ConsultType values.

Table 211: 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.

Table 212: 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.

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AnswerDetectMode Values

Table 213: AnsweringMachine Values

AnsweringMachine Description Value

AM_UNSPECIFIED Use default behavior. 0

AM_CONNECT Connect call to agent when call is 1

answered by an answering machine.

AM_DISCONNECT Disconnect call when call is 2

answered by an answering machine.

AM_NONE Do not use answering machine 3

detection.

AM_NONE_NO_ MODEM Do not use answering machine 4

detection, but disconnect call if
answered by a modem.

AM_CONNECT_NO_MODEM Connect call when call is answered 5

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

AnswerDetectMode Values
This table shows the AnswerDetectMode values.

Table 214: AnswerDetectMode Values

AnswerDetectMode Description Value

ADM_UNSPECIFIED Use default behavior. 0

ADM_VOICE_ THRESHOLD Report call answered by an 1

answering machine when initial
voice duration exceeds time
threshold.

ADM_VOICE_END Report call answered by an 2

answering machine when initial
voice segment ends.

ADM_VOICE_END_ DELAY Report call answered by an 3

answering machine after a fixed
delay following the end of the
initial voice segment.

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AgentWorkMode Values

AnswerDetectMode Description Value

ADM_VOICE_AND_ BEEP Report call answered by an 4

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

ADM_BEEP Report call answered by an 5

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

AgentWorkMode Values
This table shows the AgentWorkMode values.

Table 215: AgentWorkMode Values

AgentWorkMode Description Value

AWM_UNSPECIFIED Use default behavior. 0

AWM_AUTO_IN Agent automatically becomes 1

available after handling a call.

AWM_MANUAL_IN Agent must explicitly indicate 2

availability after handling a call.

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.

Table 216: DestinationCountry Values

DestinationCountry Description Value

DEST_UNSPECIFIED Unspecified or unknown, use 0

default behavior.

DEST_US_AND_ CANADA Call destination is in the United 1

States or Canada.

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CTI Service Masks

CTI Service Masks

This table shows the CTIService masks.

Table 217: CTI Service Masks

MaskName Description Value

CTI_SERVICE_ DEBUG Causes all messages exchanged 0x80000000

during the current session to be
captured to a file for later analysis.

CTI_SERVICE_ CLIENT_ Client receives call and agent state 0x00000001

EVENTS change events associated with a
specific ACD phone.

CTI_SERVICE_CALL_ Client may modify call context 0x00000002

DATA_UPDATE data.

CTI_SERVICE_ Client may control calls and agent 0x00000004

CLIENT_CONTROL states associated with a specific
ACD phone.

CTI_SERVICE_ CONNECTION_ Establishment and termination of 0x00000008

MONITOR this session cause corresponding
Unified CCE Alarm events to be
generated.

CTI_SERVICE_ALL_ EVENTS Client receives all call and agent 0x00000010

state change events (associated with
any ACD phone).

CTI_SERVICE_ PERIPHERAL_ Client may dynamically add and 0x00000020

MONITOR remove devices and/or calls that it
wishes to receive call and agent
state events for.

CTI_SERVICE_ Client receives notification when 0x00000040

CLIENT_MONITOR all other CTI client sessions are
opened and closed, and may
monitor the activity of other CTI
client sessions.

CTI_SERVICE_ SUPERVISOR Client may request supervisor 0x00000080

services.

CTI_SERVICE_ SERVER Client identify itself as server 0x00000100

application.

CTI_SERVICE_ Client may reporting/routing 0x00000400

AGENT_REPORTING ARM(Agent Reporting And
Management) messages.

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Disposition Code Values

MaskName Description Value

CTI_SERVICE_ALL_ Client receives all task events. 0x00000800

TASK_EVENTS

CTI_SERVICE_ Client receives monitored task 0x00001000

TASK_MONITOR events.

CTI_AGENT_STATE_CONTROL_ONLY Client can change agent state only. 0x00002000

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.

Unused 0x00004000

CTI_DEVICE_STATE_CONTROL The client/server wishes to register 0x00008000

and get resource state change
requests.

CTI_SERVICE_ Requests that this client receive 0x00080000

UPDATE_EVENTS update notification events. (No
data)

CTI_SERVICE_ IGNORE_ Request to suppress duplicate agent 0x00100000

DUPLICATE_ AGENT_EVENTS state events.

CTI_SERVICE_ IGNORE_CONF Do not send confirmations for third 0x00200000

party requests.

CTI_SERVICE_ACD_ Request that events for non-ACD 0x00400000

LINE_ONLY lines not be sent. (Unified CCE
only)

Disposition Code Values

This table shows the Disposition Code values.

Table 218: Disposition Code Values

Disposition Code Meaning

1 Abandoned in Network

2 Abandoned in Local Queue

3 Abandoned Ring

4 Abandoned Delay

5 Abandoned Interflow

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Disposition Code Values

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

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Disposition Code Values

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

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Agent Service Request Masks

65 Task Transferred on Agent Logout

Agent Service Request Masks

This table shows the Agent Service Request masks.

Table 219: Agent Service Request Masks

DestinationCountry Description Value

OUTBOUND_SUPPORT The agent login can support 0x1

outbound feature.

Silent Monitor Status Values

This table shows the Silent Monitor Status Values.

Table 220: Silent Monitor Status Values

DestinationCountry Description Value

SILENT_MONITOR_ NONE Normal call (non-silent monitor 0

call).

SILENT_MONITOR_ INITIATOR Initiator of silent monitor call. 1

SILENT_MONITOR_ TARGET Monitor target of silent monitor 2

call.

Agent Internal States Message Values

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

Table 221: Agent’s Internal States and their Status Values

State Name Description Value

AGENT_STATE_LOGIN The agent has logged on to the 0

ACD. It does not necessarily
indicate that the agent is ready to
accept calls.

AGENT_STATE_LOGOUT The agent has logged out of the 1

ACD and cannot accept any
additional calls.

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TaskState Values

AGENT_STATE_NOT_READY The agent is unavailable for any 2

call work.

AGENT_STATE_AVAILABLE The agent is ready to accept a call. 3

AGENT_STATE_TALKING The agent is currently talking on a 4

call (inbound, outbound, or inside).

AGENT_STATE_WORK_NOT_READY The agent is performing after call 5

work, but will not be ready to
receive a call when completed.

AGENT_STATE_WORK_READY The agent is performing after call 6

work, but will be ready to receive
a call when completed.

AGENT_STATE_BUSY_OTHER The agent is busy performing a task 7

associated with another active
SkillGroup.

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.

Table 222: TaskState Values

State Name Description Value

TASK_STATE_PRE_CALL Pre Call Message has been sent to 0

client.

TASK_STATE_ACTIVE Task is actively being worked on; 1

Start Task has been received for
this task.

TASK_STATE_WRAPUP Wrap up task has been received for 2

this task.

TASK_STATE_PAUSED Task is paused; Pause Task has 3

been received for this task.

TASK_STATE_OFFERED Offer Task has been received for 4

this task.

ASK_STATE_INTERRUPTED Task is interrupted; Agent Interrupt 5

Accepted Ind is received.

TASK_STATE_NOT_READY Not used. 6

TASK_STATE_LOGGED_OUT Task is terminated. 7

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In this chapter

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 1

the protocol version number
requested by the CTI client.

E_CTI_INVALID_MESSAGE_LENGTH A message with an invalid message 2

length field was received.

E_CTI_INVALID_ FIELD_TAG A message with an invalid floating 3

field tag was received.

E_CTI_SESSION_ NOT_OPEN No session is currently open on the 4

connection.

E_CTI_SESSION_ ALREADY_ A session is already open on the 5

OPEN connection.

E_CTI_REQUIRED_ DATA_ The request did not include one or 6

MISSING more floating items that are
required.

E_CTI_INVALID_ A message with an invalid 7

PERIPHERAL_ID PeripheralID value was received.

E_CTI_INVALID_ AGENT_ The provided agent data item(s) are 8

DATA invalid.

E_CTI_AGENT_NOT_ The indicated agent is not currently 9

LOGGED_ON logged on.

E_CTI_DEVICE_IN_ USE The indicated agent teleset is 10

already associated with a different
CTI client.

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Failure Indication Message Status Codes

Status Code Description Value

E_CTI_NEW_ SESSION_ This session is being terminated 11

OPENED due to a new session open request
from the client.

E_CTI_FUNCTION_ NOT_ A request message was received for 12

AVAILABLE a function or service that was not
granted to the client.

E_CTI_INVALID_ CALLID A request message was received 13

with an invalid CallID value.

E_CTI_PROTECTED_ The CTI client may not update the 14

VARIABLE requested variable.

E_CTI_CTI_SERVER_ OFFLINE The CTI Server is not able to 15

function normally. The CTI client
should close the session upon
receipt of this error.

E_CTI_TIMEOUT The CTI Server failed to respond 16

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

E_CTI_UNSPECIFIED_FAILURE An unspecified error occurred. 17

E_CTI_INVALID_ TIMEOUT The IdleTimeout field contains a 18

value that is less than 20 seconds
(4 times the minimum heartbeat
interval of 5 seconds).

E_CTI_INVALID_ The ServicesRequested field has 19

SERVICE_MASK unused bits set. All unused bit
positions must be zero.

E_CTI_INVALID_ The CallMsgMask field has unused 20

CALL_MSG_MASK bits set. All unused bit positions
must be zero.

E_CTI_INVALID_ AGENT_ The AgentStateMask field has 21

STATE_ MASK unused bits set. All unused bit
positions must be zero.

E_CTI_INVALID_ RESERVED_ A Reserved field has a non-zero 22

FIELD value.

E_CTI_INVALID_ FIELD_ A floating field exceeds the 23

LENGTH allowable length for that field type.

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Failure Indication Message Status Codes

Status Code Description Value

E_CTI_INVALID_ DIGITS A STRING field contains 24

characters that are not digits (“0”
through “9”).

E_CTI_BAD_ MESSAGE_ The message is improperly 25

FORMAT constructed. This may be caused by
omitted or incorrectly sized fixed
message fields.

E_CTI_INVALID_ A floating field tag is present that 26

TAG_FOR_MSG_ TYPE specifies a field that does not
belong in this message type.

E_CTI_INVALID_ DEVICE_ID_ A DeviceIDType field contains a 27

TYPE value that is not in DeviceIDType
Values, on page 352.

E_CTI_INVALID_ LCL_CONN_ A LocalConnectionState field 28

STATE contains a value that is not in
LocalConnectionState Values, on
page 347.

E_CTI_INVALID_ EVENT_ An EventCause field contains a 29

CAUSE value that is not in EventCause
Values, on page 348.

E_CTI_INVALID_ NUM_ The NumParties field contains a 30

PARTIES value that exceeds the maximum
(16).

E_CTI_INVALID_ SYS_ The SystemEventID field contains 31

EVENT_ID a value that is not in
SystemEventID Values, on page
326.

E_CTI_ INCONSISTENT_ The provided agent extension, 32

AGENT_DATA agent id, and/or agent instrument
values are inconsistent with each
other.

E_CTI_INVALID_ A ConnectionDeviceIDType field 33

CONNECTION_ID_ TYPE contains a value that is not in
ConnectionDeviceIDType Values,
on page 356.

E_CTI_INVALID_ CALL_TYPE The CallType field contains a value 34

that is not in CallType Values, on
page 353.

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Failure Indication Message Status Codes

Status Code Description Value

E_CTI_NOT_CALL_ PARTY A CallDataUpdate or Release Call 35

request specified a call that the
client is not a party to.

E_CTI_INVALID_ PASSWORD The ClientID and Client Password 36

provided in an OPEN_REQ
message is incorrect.

E_CTI_CLIENT_ The client TCP/IP connection was 37

DISCONNECTED disconnected without a
CLOSE_REQ.

E_CTI_INVALID_ OBJECT_ An invalid object state value was 38

STATE provided.

E_CTI_INVALID_ NUM_ An invalid NumSkillGroups value 39

SKILL_GROUPS was provided.

E_CTI_INVALID_ NUM_LINES An invalid NumLines value was 40

provided.

E_CTI_INVALID_ LINE_TYPE An invalid LineType value was 41

provided.

E_CTI_INVALID_ An invalid AllocationState value 42

ALLOCATION_STATE was provided.

E_CTI_INVALID_ An invalid AnsweringMachine 43

ANSWERING_ MACHINE value was provided.

E_CTI_INVALID_ An invalid CallMannerType value 44

CALL_MANNER_ TYPE was provided.

E_CTI_INVALID_ An invalid CallPlacementType 45

CALL_PLACEMENT_ TYPE value was provided.

E_CTI_INVALID_ CONSULT_ An invalid ConsultType value was 46

TYPE provided.

E_CTI_INVALID_ FACILITY_ An invalid FacilityType value was 47

TYPE provided.

E_CTI_INVALID_ MSG_TYPE_ The provided MessageType is 48

FOR_ VERSION invalid for the opened protocol
version.

E_CTI_INVALID_ TAG_FOR_ A floating field tag value is invalid 49

VERSION for the opened protocol version.

E_CTI_INVALID_ An invalid AgentWorkMode value 50

AGENT_WORK_ MODE was provided.

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Failure Indication Message Status Codes

Status Code Description Value

E_CTI_INVALID_ An invalid call option value was 51

CALL_OPTION provided.

E_CTI_INVALID_ An invalid destination country 52

DESTINATION_ COUNTRY value was provided.

E_CTI_INVALID_ An invalid answer detect mode 53

ANSWER_DETECT_ MODE value was provided.

E_CTI_MUTUALLY_ A peripheral monitor request may 54

EXCLUS_DEVICEID_ TYPES not specify both a call and a device.

E_CTI_INVALID_ MONITORID An invalid monitorID value was 55

provided.

E_CTI_SESSION_ MONITOR_ A requested session monitor was 56

ALREADY_EXISTS already created.

E_CTI_SESSION_ A client may not monitor its own 57

MONITOR_IS_ CLIENTS session.

E_CTI_INVALID_ An invalid call control mask value 58

CALL_CONTROL_ MASK was provided.

E_CTI_INVALID_ An invalid feature mask value was 59

FEATURE_MASK provided.

E_CTI_INVALID_ TRANSFER_ An invalid transfer conference 60

CONFERENCE_ SETUP_MASK setup mask value was provided.

E_CTI_INVALID_ An invalid named array index value 61

ARRAY_INDEX was provided.

E_CTI_INVALID_ CHARACTER An invalid character value was 62

provided.

E_CTI_CLIENT_NOT_FOUND There is no open session with a 63

matching ClientID.

E_CTI_SUPERVISOR_NOT_FOUND The agent’s supervisor is unknown 64

or does not have an open CTI
session.

E_CTI_TEAM_NOT_ FOUND The agent is not a member of an 65

agent team.

E_CTI_NO_CALL_ ACTIVE The specified agent does not have 66

an active call.

E_CTI_NAMED_ The specified named variable is not 67

VARIABLE_NOT_ configured in the Unified CCE.
CONFIGURED

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Failure Indication Message Status Codes

Status Code Description Value

E_CTI_NAMED_ ARRAY_NOT_ The specified named array is not 68

CONFIGURED configured in the Unified CCE.

E_CTI_INVALID_ The specified call variable mask in 69

CALL_VARIABLE_ MASK not valid.

E_CTI_ELEMENT_ An internal error occurred 70

NOT_FOUND manipulating a named variable or
named array element.

E_CTI_INVALID_ The specified distribution type is 71

DISTRIBUTION_TYPE invalid.

E_CTI_INVALID_ The specified skill group is invalid. 72

SKILL_GROUP

E_CTI_TOO_MUCH_ DATA The total combined size of named 73

variables and named arrays may not
exceed the limit of 2000 bytes.

E_CTI_VALUE_TOO_LONG The value of the specified named 74

variable or named array element
exceeds the maximum permissible
length.

E_CTI_SCALAR_ A NamedArray was specified with 75

FUNCTION_ON_ ARRAY a NamedVariable tag.

E_CTI_ARRAY_ A NamedVariable was specified 76

FUNCTION_ON_ SCALAR with a NamedArray tag.

E_CTI_INVALID_ The value in the 77

NUM_NAMED_ VARIABLES NumNamedVariables field is
different than the number of
NamedVariable floating fields in
the message.

E_CTI_INVALID_ The value in the NumNamedArrays 78

NUM_NAMED_ ARRAYS field is different than the number
of NamedArray floating fields in
the message.

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_ The called party disposition is 81

PARTY_DISPOSITION invalid.

E_CTI_INVALID_ The supervisory action is invalid. 82

SUPERVISORY_ ACTION

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Failure Indication Message Status Codes

Status Code Description Value

E_CTI_AGENT_ The agent team monitor already 83

TEAM_MONITOR_ exists.
ALREADY_EXISTS

E_CTI_INVALID_ SERVICE The ServiceNumber or ServiceID 84

value is invalid.

E_CTI_SERVICE_ CONFLICT The ServiceNumber and ServiceID 85

values given represent different
services.

E_CTI_SKILL_ The 86
GROUP_CONFLICT SkillGroupNumber/SkillGroupPriority
and SkillGroupID values given
represent different skill groups.

E_CTI_INVALID_ DEVICE The specified device is invalid. 87

E_CTI_INVALID_MR_DOMAIN Media Routing Domain is invalid. 88

E_CTI_MONITOR_ Monitor already exists. 89

ALREADY_EXISTS

E_CTI_MONITOR_ Monitor has terminated. 90

TERMINATED

E_CTI_INVALID_ The task msg mask is invalid. 91

TASK_MSG_MASK

E_CTI_SERVER_NOT_MASTER The server is a standby server. 92

E_CTI_INVALID_CSD The CSD Specified is invalid 93

(Unified CCX Only).

E_CTI_JTAPI_CCM_ PROBLEM Indicates a JTAPI or Unified CM 94

problem.

E_INVALID_CONFIG_ Indicates a bad config mask in 95

MSG_MASK OPEN_REQ.

E_CTI_AUTO_ CONFIG_RESET Indicates a configuration change 96

(Unified CCX only).

E_CTI_INVALID_ Indicates an invalid monitor. 97

MONITOR_STATUS

E_CTI_INVALID_ Indicates an invalid request ID 98

REQUEST_TYPE type.

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SystemEventID Values

Status Code Description Value

E_CTI_INVALID_CLIENT_ Standby CTIServer returns this 107

FOR_STANDBY error code when:
• The clients with protocol
version 23 or lesser connects.
• The clients without
ServiceMask
CTI_SERVICE_ACTIVE_STANDBY
(0x02000000) connects.

E_CTI_INVALID_UNIQUE_ This status code is returned as a 108

INSTANCE_ID failure response for the
OPEN_REQ message when the
UniqueInstanceID element is
present in the message but its value
is empty (0 length).

E_CTI_DUPLICATE_UNIQUE_ This status code is returned as a 109

INSTANCE_ID failure response for the
OPEN_REQ message when there
is an existing Client Instance found
with same UniqueInstanceID in the
OPEN_REQ message.

E_CTI_SERVER_IN_ This status code is returned as a 110

MAINTENANCE_MODE failure response for the
OPEN_REQ message a client is
trying to open a session with CTI
Server when Maintenance Mode is
in progress.
The code is used to close the client
session when the active CTI Server
stops for Maintenance Mode.

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

Table 223: SystemEventID Values

SystemEventID Description Value

SYS_CENTRAL_ The PG has resumed 1

CONTROLLER_ONLINE communication with the Unified
CCE Central Controller.

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SystemEventID Description Value

SYS_CENTRAL_ The PG is unable to communicate 2

CONTROLLER_OFFLINE with the Unified CCE Central
Controller.

SYS_PERIPHERAL_ ONLINE A peripheral monitored by the PG 3

has gone online. SystemEventArg1
contains the PeripheralID of the
peripheral.

SYS_PERIPHERAL_ OFFLINE A peripheral monitored by the PG 4

has gone offline. SystemEventArg1
contains the PeripheralID of the
peripheral.

SYS_TEXT_FYI Broadcast of informational “text” 5

floating field.

SYS_PERIPHERAL_ The CTI Server is unable to 6

GATEWAY_OFFLINE communicate with the Unified CCE
Peripheral Gateway.

SYS_CTI_SERVER_ OFFLINE The local software component is 7

unable to communicate with the
CTI Server.

SYS_CTI_SERVER_ ONLINE The local software component has 8

resumed communication with the
CTI Server.

SYS_HALF_HOUR_ CHANGE The Unified CCE Central 9

Controller time has changed to a
new half hour.

SYS_INSTRUMENT_ An Enterprise Agent device target 10

OUT_OF_SERVICE has been removed from service.
SystemEventArg1 contains the
PeripheralID of the peripheral, and
SystemEventText contains the
AgentInstrument that was removed
from service.

SYS_INSTRUMENT_ An Enterprise Agent device target 11

BACK_IN_SERVICE has been returned to service.
SystemEventArg1 contains the
PeripheralID of the peripheral, and
SystemEventText contains the
AgentInstrument that was returned
to service.

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Special Values

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

Table 224: Special Values

Constant Description Value

MAX_NUM_CTI_ CLIENTS The maximum number of CTI 16

clients that can be in a message list.

MAX_NUM_ PARTIES The maximum number of 16

conference call parties that can be
in a message list.

MAX_NUM_ DEVICES The maximum number of call 16

devices that can be in a message
list.

MAX_NUM_ CALLS The maximum number of calls that 16

can be in a message list.

MAX_NUM_ SKILL_GROUPS The maximum number of skill 20

group fields that can be in a
message list.

MAX_NUM_LINES The maximum number of teleset 10

line fields that can be in a message
list.

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 0xFFFF

supplied.

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

Table 225: Tag Values

Floating Field Tag Using Messages Value

CLIENT_ID_TAG OPEN_REQ 1

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Floating Field Tag Using Messages Value

CLIENT_PASSWORD_ TAG OPEN_REQ 2

CLIENT_SIGNATURE_ TAG OPEN_REQ, 3

AGENT_STATE_EVENT

AGENT_EXTENSION_ TAG OPEN_REQ, OPEN_CONF, 4

AGENT_STATE_EVENT

AGENT_ID_TAG OPEN_REQ, OPEN_CONF, 5

AGENT_STATE_EVENT,
SET_AGENT_STATE_EVENT

AGENT_ INSTRUMENT_ TAG OPEN_REQ, OPEN_CONF, 6

AGENT_STATE_EVENT,
QUERY_AGENT_STATE_REQ,
SET_AGENT_STATE_REQ,
MAKE_CALL_REQ

TEXT_TAG SYSTEM_EVENT, 7
CLIENT_EVENT_REPORT_REQ,
AGENT_TASKS_END_EVENT

ANI_TAG BEGIN_CALL_EVENT, CALL_ 8

DATA_UPDATE_EVENT,
CALL_
TRANSLATION_ROUTE_EVENT,
SNAPSHOT_CALL_ CONF

UUI_TAG BEGIN_CALL_EVENT, 9
CALL_DATA_UPDATE_EVENT,
CALL_TRANSLATION_ROUTE_
EVENT, CONSULTATION_
CALL_REQ, MAKE_CALL_REQ,
TRANSFER_CALL_REQ,
SNAPSHOT_CALL_CONF

DNIS_TAG BEGIN_CALL_EVENT, CALL_ 10

DATA_UPDATE_EVENT,
CALL_
TRANSLATION_ROUTE_
EVENT, SNAPSHOT_CALL_
CONF

DIALED_NUMBER_ TAG BEGIN_CALL_EVENT, 11

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

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Tag Values

Floating Field Tag Using Messages Value

CED_TAG BEGIN_CALL_EVENT, CALL_ 12

DATA_UPDATE_EVENT,
CALL_
TRANSLATION_ROUTE_
EVENT, SNAPSHOT_CALL_
CONF

CALL_VAR_1_TAG through BEGIN_CALL_EVENT, 13-22

CALL_VAR_10_TAG CALL_DATA_UPDATE_EVENT,
CALL_TRANSLATION_ROUTE_
EVENT, CONSULTATION_
CALL_REQ, MAKE_CALL_REQ,
TRANSFER_CALL_REQ,
SNAPSHOT_CALL_CONF,
SNAPSHOT_TASK_RESP ,
SNAPSHOT_TASK_EVENT

CTI_CLIENT_ BEGIN_CALL_EVENT, 23
SIGNATURE_TAG CALL_DATA_UPDATE_EVENT,
SNAPSHOT_CALL_CONF

CTI_CLIENT_ BEGIN_CALL_EVENT, 24
TIMESTAMP_TAG CALL_DATA_UPDATE_EVENT,
SNAPSHOT_CALL_CONF

CONNECTION_ DEVID_ TAG Any CALL EVENT message, most 25

CLIENT CONTROL messages.

ALERTING_DEVID_ TAG CALL_DELIVERED_EVENT 26

CALLING_DEVID_TAG CALL_DELIVERED_EVENT, 27
CALL_ESTABLISHED_EVENT,
CALL_ORIGINATED_EVENT,
CALL_SERVICE_INITIATED_EVENT,
CALL_QUEUED_EVENT,
SET_DEVICE_ATTRIBUTES_REQ

CALLED_DEVID_TAG CALL_DELIVERED_EVENT, 28
CALL_ESTABLISHED_EVENT,
CALL_ORIGINATED_EVENT,
CALL_QUEUED_EVENT,

LAST_REDIRECT_ DEVID_TAG CALL_DELIVERED_EVENT, 29

CALL_ESTABLISHED_EVENT,
CALL_QUEUED_EVENT

ANSWERING_DEVID_ TAG CALL_ESTABLISHED_EVENT 30

HOLDING_DEVID_ TAG CALL_HELD_EVENT 31

RETRIEVING_DEVID_ TAG CALL_RETRIEVED_EVENT 32

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Floating Field Tag Using Messages Value

RELEASING_DEVID_ TAG CALL_CONNECTION_ 33

CLEARED_EVENT

FAILING_DEVID_TAG CALL_FAILED_EVENT 34

PRIMARY_DEVID_ TAG CALL_CONFERENCED_EVENT, 35

CALL_TRANSFERRED_EVENT

SECONDARY_DEVID_ TAG CALL_CONFERENCED_EVENT, 36

CALL_TRANSFERRED_EVENT

CONTROLLER_ DEVID_ TAG CALL_CONFERENCED_EVENT 37

ADDED_PARTY_ DEVID_TAG CALL_CONFERENCED_EVENT 38

PARTY_CALLID_TAG CALL_CONFERENCED_EVENT, 39
CALL_TRANSFERRED_EVENT,
CONFERENCE_CALL_CONF,
TRANSFER_CALL_CONF

PARTY_DEVID_TYPE_ TAG CALL_CONFERENCED_EVENT, 40

CALL_TRANSFERRED_EVENT,
CONFERENCE_CALL_CONF,
TRANSFER_CALL_CONF

PARTY_DEVID_TAG CALL_CONFERENCED_EVENT, 41
CALL_TRANSFERRED_EVENT,
CONFERENCE_CALL_CONF,
TRANSFER_CALL_CONF

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, 46

CALL_DATA_UPDATE_EVENT,
SET_CALL_DATA_REQ,
CONSULTATION_CALL_REQ,
MAKE_CALL_REQ,
TRANSFER_CALL_REQ,
SNAPSHOT_CALL_CONF

NEW_CONNECTION_ CALL_DATA_UPDATE_EVENT, 47
DEVID_TAG CONFERENCE_CALL_CONF,
CONSULTATION_CALL_CONF,
MAKE_CALL_CONF,
TRANSFER_CALL_CONF

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Tag Values

Floating Field Tag Using Messages Value

TRUNK_USED_ DEVID_ TAG CALL_REACHED_NETWORK_ 48

EVENT

AGENT_PASSWORD_ TAG SET_AGENT_STATE_REQ 49

ACTIVE_CONN_ DEVID_ TAG ALTERNATE_CALL_REQ, 50

CONFERENCE_CALL_REQ,
CONSULTATION_CALL_REQ,
RECONNECT_CALL_REQ,
TRANSFER_CALL_REQ

FACILITY_CODE_TAG CONSULTATION_CALL_REQ, 51
MAKE_CALL_REQ,
TRANSFER_CALL_REQ

OTHER_CONN_ DEVID_ TAG ALTERNATE_CALL_REQ 52

HELD_CONN_DEVID_ TAG CONFERENCE_CALL_REQ, 53

RECONNECT_CALL_REQ,
RETRIEVE_CALL_REQ,
TRANSFER_CALL_REQ

(reserved) 54-55

CALL_CONN_ CALLID_ TAG SNAPSHOT_CALL_CONF, 56

SNAPSHOT_DEVICE_CONF

CALL_CONN_DEVID_ SNAPSHOT_CALL_CONF, 57
TYPE_TAG SNAPSHOT_DEVICE_CONF

CALL_CONN_DEVID_ TAG SNAPSHOT_CALL_CONF, 58

SNAPSHOT_DEVICE_CONF

CALL_DEVID_TYPE_ TAG SNAPSHOT_CALL_CONF 59

CALL_DEVID_TAG SNAPSHOT_CALL_CONF 60

CALL_DEV_CONN_ SNAPSHOT_CALL_CONF 61
STATE_TAG

SKILL_GROUP_ NUMBER_TAG CALL_QUEUED_EVENT, 62

CALL_DEQUEUED_EVENT,
QUERY_AGENT_STATE_CONF

SKILL_GROUP_ID_ TAG CALL_QUEUED_EVENT, 63

CALL_DEQUEUED_EVENT,
QUERY_AGENT_STATE_CONF

SKILL_GROUP_ CALL_QUEUED_EVENT, 64
PRIORITY_TAG CALL_DEQUEUED_EVENT,
QUERY_AGENT_STATE_CONF

SKILL_GROUP_ STATE_ TAG QUERY_AGENT_STATE_CONF 65

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Floating Field Tag Using Messages Value

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_ BEGIN_CALL_EVENT, CALL_ 72

DAY_TAG DATA_UPDATE_EVENT,
CALL_
TRANSLATION_ROUTE_EVENT,
SNAPSHOT_CALL_ CONF

ROUTER_CALL_KEY_ BEGIN_CALL_EVENT, CALL_ 73

CALLID_TAG DATA_UPDATE_EVENT,
CALL_
TRANSLATION_ROUTE_EVENT,
SNAPSHOT_CALL_ CONF

ROUTER_CALL_KEY_SEQUENCE_NUM_TAG AGENT_LEGACY_PRE_CALL_EVENT, 110

BEGIN_CALL_EVENT,
CALL_DATA_UPDATE_EVENT,
CALL_TRANSLATION_ROUTE_EVENT,
AGENT_PRE_CALL_EVENT,
AGENT_PRE_CALL_ABORT_EVENT

(reserved) 74

CALL_STATE_TAG SNAPSHOT_DEVICE_CONF 75

MONITORED_DEVID_TAG MONITOR_START_REQ 76

AUTHORIZATION_ CODE_TAG CONFERENCE_CALL_REQ, 77

CONSULTATION_CALL_REQ,
MAKE_CALL_REQ,
MAKE_PREDICTIVE_CALL_REQ,
TRANSFER_CALL_REQ

ACCOUNT_CODE_TAG CONFERENCE_CALL_REQ, 78
CONSULTATION_CALL_REQ,
MAKE_CALL_REQ,
MAKE_PREDICTIVE_CALL_REQ,
TRANSFER_CALL_REQ

ORIGINATING_DEVID_TAG MAKE_PREDICTIVE_CALL_REQ 79

ORIGINATING_LINE _ID_TAG MAKE_PREDICTIVE_CALL_REQ 80

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Tag Values

Floating Field Tag Using Messages Value

CLIENT_ADDRESS_ TAG CLIENT_SESSION_OPENED_EVENT, 81

CLIENT_SESSION_CLOSED_EVENT

NAMED_VARIABLE_ TAG BEGIN_CALL_EVENT, 82

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,
SNAPSHOT_TASK_EVENT

NAMED_ARRAY_TAG BEGIN_CALL_EVENT, 83
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,
SNAPSHOT_TASK_EVENT

CALL_CONTROL_ TABLE_TAG MAKE_CALL_REQ, 84

MAKE_PREDICTIVE_CALL_REQ,

SUPERVISOR_ SUPERVISE_CALL_REQ 85
INSTRUMENT_TAG

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_ SUPERVISE_CALL_REQ 90
CONNECTION_DEVID_ TAG

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Tag Values

Floating Field Tag Using Messages Value

SUPERVISOR_ CONNECTION_ SUPERVISE_CALL_REQ, 91

DEVID_TAG

LIST_TEAM_ID_TAG LIST_AGENT_TEAM_CONF 92

DEFAULT_DEVICE_ AGENT_DESK_SETTINGS_CONF 93
PORT_ADDRESS_TAG

SERVICE_NAME_TAG REGISTER_SERVICE_REQ 94

CUSTOMER_PHONE_ SET_CALL_DATA_REQ, 95
NUMBER_TAG CALL_DATA_UPDATE_EVENT

CUSTOMER_ SET_CALL_DATA_REQ, 96
ACCOUNT_NUMBER_TAG CALL_DATA_UPDATE_EVENT

APP_PATH_ID_TAG OPEN_REQ 97

SCRIPT_SELECTOR_TAG SNAPSHOT_TASK_RESP, 99
SNAPSHOT_TASK_EVENT

APPLICATION_STRING1_TAG SNAPSHOT_TASK_RESP, 100

SNAPSHOT_TASK_EVENT

APPLICATION_STRING2_TAG SNAPSHOT_TASK_RESP, 101

SNAPSHOT_TASK_EVENT

ROUTER_CALL_KEY_SEQUENCE_NUM_TAG AGENT_LEGACY_PRE_CALL_EVENT, 110

BEGIN_CALL_EVENT,
CALL_DATA_UPDATE_EVENT,
CALL_TRANSLATION_ROUTE_EVENT,
AGENT_PRE_CALL_EVENT,
AGENT_PRE_CALL_ABORT_EVENT

TRUNK_NUMBER_ TAG CALL_DELIVERED_EVENT, 121

CALL_ESTABLISHED_EVENT,
CALL_REACHED_NETWORK_
EVENT

TRUNK_GROUP_ CALL_DELIVERED_EVENT, 122

NUMBER_TAG CALL_ESTABLISHED_EVENT,
CALL_REACHED_NETWORK_EVENT

EXT_AGENT_STATE_ TAG AGENT_STATE_EVENT 123

DEQUEUE_TYPE_TAG CALL_DEQUEUED_EVENT 124

SENDING_ADDRESS_ TAG RTP_STARTED_EVENT, 125

RTP_STOPPED_EVENT

SENDING_PORT_TAG RTP_STARTED_EVENT 126

RTP_STOPPED_EVENT

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Floating Field Tag Using Messages Value

Unused 127-128

MAX_QUEUED_TAG CONFIG_SERVICE_EVENT, 129

CONFIG_DEVICE_EVENT

QUEUE_ID_TAG QUEUE_UPDATED_EVENT 130

CUSTOMER_ID_TAG CONFIG_REQUEST_EVENT 131

SERVICE_SKILL_ CONFIG_SERVICE_EVENT 132

TARGET_ID_TAG

PERIPHERAL_NAME_ TAG CONFIG_SERVICE_EVENT, 133

CONFIG_SKILL_GROUP_EVENT,
CONFIG_AGENT_EVENT,
CONFIG_DIALED_NUMBER_
EVENT

DESCRIPTION_TAG CONFIG_SERVICE_EVENT, 134

CONFIG_SKILL_GROUP_EVENT,
CONFIG_AGENT_EVENT,
CONFIG_DIALED_NUMBER_EVENT
CONFIG_MRD_EVENT

SERVICE_MEMBER_ ID_TAG CONFIG_SKILL_GROUP_EVENT 135

SERVICE_MEMBER_ CONFIG_SKILL_GROUP_EVENT 136

PRIORITY_TAG

FIRST_NAME_TAG CONFIG_AGENT_EVENT 137

LAST_NAME_TAG CONFIG_AGENT_EVENT 138

SKILL_GROUP_TAG CONFIG_AGENT_EVENT 139

AGENT_SKILL_ CONFIG_AGENT_EVENT 141

TARGET_ID_TAG

SERVICE_TAG CONFIG_DIALED_NUMBER_ 142

EVENT

Reserved 143-149

DURATION_TAG AGENT_STATE_EVENT 150

Reserved 151-172

EXTENSION_TAG CONFIG_SKILL_GROUP_EVENT, 173

CONFIG_SERVICE_EVENT,
CONFIG_AGENT_EVENTC
, ONFIG_DEVICE_EVENT

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Floating Field Tag Using Messages Value

SERVICE_LEVEL_ CONFIG_SERVICE_EVENT 174

THRESHOLD_TAG

SERVICE_LEVEL_ TYPE_TAG CONFIG_SERVICE_EVENT 175

CONFIG_PARAM_TAG CONFIG_SKILL_GROUP_EVENT, 176

CONFIG_SERVICE_EVENT

SERVICE_CONFIG_ KEY_TAG CONFIG_KEY_EVENT, 177

CONFIG_BEGIN_EVENT

SKILL_GROUP_ CONFIG_KEY_EVENT, 178

CONFIG_KEY_TAG CONFIG_BEGIN_EVENT

AGENT_CONFIG_ KEY_TAG CONFIG_KEY_EVENT, 179

CONFIG_BEGIN_EVENT

DEVICE_CONFIG_ KEY_TAG CONFIG_KEY_EVENT, 180

CONFIG_BEGIN_EVENT

Unused 181-182

RECORD_TYPE_TAG CONFIG_AGENT_EVENT, 183

CONFIG_DEVICE_EVENT,
CONFIG_SERVICE_EVENT,
CONFIG_SKILL_GROUP_EVENT

PERIPHERAL_ NUMBER_TAG CONFIG_AGENT_EVENT, 184

CONFIG_DEVICE_EVENT,
CONFIG_SERVICE_EVENT,
CONFIG_SKILL_GROUP_EVENT

AGENT_SKILL_ CONFIG_AGENT_EVENT 185

TARGET_ID_TAG

NUM_SERVICE_ CONFIG_SERVICE_EVENT 186

MEMBERS_TAG

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

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Floating Field Tag Using Messages Value

AGENT_ID_LONG_ TAG OPEN_REQ, OPEN_REQ, 194

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

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_ CALL_DELIVERED_EVENT 202

CONNECTION_CALL_ ID

PRIORITY_QUEUE_ CALL_QUEUED_EVENT 203

NUMBER_TAG

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, 208

CONFIG_SERVICE_EVENT,
CONFIG_SKILL_GROUP_EVENT,
CONFIG_DEVICE_EVENT

CALL_TYPE_KEY_ CONFIG_KEY_EVENT 209

CONFIG_TAG (V11)

CALL_TYPE_ID_TAG (V11) AGENT_PRE_CALL_EVENT, 210

CONFIG_CALL_TYPE_EVENT,
SET_APP_DATA

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Floating Field Tag Using Messages Value

CUSTOMER_ CONFIG_CALL_TYPE_EVENT 211

DEFINITION_ID_TAG (V11)

ENTERPRISE_NAME_ TAG CONFIG_CALL_TYPE_EVENT 212

(V11)
CONFIG_MRD_EVENT

OLD_PERIPHERAL_ CONFIG_SKILL_GROUP_EVENT, 213

NUMBER_TAG CONFIG_CALL_TYPE_EVENT

CUR_LOGIN_ID CONFIG_AGENT_EVENT 214

ANI_II_TAG BEGIN_CALL_EVENT, 215

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

MR_DOMAIN_ID_TAG CONFIG_SKILL_GROUP_EVENT, 216

CONFIG_SERVICE_EVENT
CONFIG_MRD_EVENT

CTIOS_CIL_CLIENT_ ID_TAG SET_CALL_DATA_REQ, 217

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

SILENT_MONITOR_ SNAPSHOT_DEVICE_CONF 218

STATUS_TAG

REQUESTING_ CALL_CLEAR_CONNECTION_REQ 219

DEVICE_ID_TAG

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Floating Field Tag Using Messages Value

REQUESTING_ DEVICE_ID_ CALL_CLEAR_CONNECTION_REQ 220

TYPE_TAG

PRE_CALL_INVOKE_ ID_TAG AGENT_PRE_CALL_EVENT, 221

SET_APP_DATA

ENTERPRISE_ QUEUE_TIME 222

CALL_REFERENCE_ ID_TAG BEGIN_CALL_EVENT, 223

CALL_DATA_UPDATE_EVENT,
CALL_TERMINATION_EVNT,
SNAPSHOT_CALL_CONF

MULTI_LINE_AGENT_ OPEN_CONF 224

CONTROL_TAG

NETWORK_ ROUTE_SELECT_EVENT 225

CONTROLLED_TAG

Used 226-227

NUM_PERIPHERALS_ TAG OPEN_CONF 228

COC_CONNECTION_ CALL_SERVICE_INITIATED_ 229

CALL_ID_TAG EVENT,
ROUTE_REQUEST_EVENT,
SNAPSHOT _CALL_CONF

COC_CONNECTION_ CALL_SERVICE_INITIATED_ 230

DEVICE_ID_TYPE_ TAG EVENT,
ROUTE_REQUEST_EVENT,
SNAPSHOT _CALL_CONF

COC_CONNECTION_ CALL_SERVICE_INITIATED_ 231

DEVICE_ID_TAG EVENT,
ROUTE_REQUEST_EVENT,
SNAPSHOT _CALL_CONF

CALL_ORIGINATED_ SET_CALL_DATA_REQ 232

FROM_TAG

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 245

(internal use only for ACMI PIM)

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FLT_MRD_ID_TAG CONFIG_MEDIA_ROUTING_DOMAIN_EVENT 246

(Internal Cisco Use Only)

MEDIA_CLASS_ID_TAG CONFIG_MEDIA_ROUTING_DOMAIN_EVENT 247

and
CONFIG_MEDIA_CLASS_EVENT
(Internal Cisco Use Only)

TASK_LIFE_TAG CONFIG_MEDIA_ROUTING_DOMAIN_EVENT 248

and
CONFIG_MEDIA_CLASS_EVENT
(Internal Cisco Use Only)

TASK_START_TIMEOUT_TAG CONFIG_MEDIA_ROUTING_DOMAIN_EVENT 249

and
CONFIG_MEDIA_CLASS_EVENT
(Internal Cisco Use Only)

MAX_TASK_DURATION_TAG CONFIG_MEDIA_ROUTING_DOMAIN_EVENT 250

and
CONFIG_MEDIA_CLASS_EVENT
(Internal Cisco Use Only)
CONFIG_MRD_EVENT

INTERRUPTIBLE_TAG CONFIG_MEDIA_ROUTING_DOMAIN_EVENT 251

(Internal Cisco Use Only)
CONFIG_MRD_EVENT

MAX_CALLS_IN_QUEUE_TAG CONFIG_MEDIA_ROUTING_DOMAIN_EVENT 252

(Internal Cisco Use Only)

MAX_CALLS_IN_QUEUE_PER_CALL_TYPE_TAG CONFIG_MEDIA_ROUTING_DOMAIN_EVENT 253

(Internal Cisco Use Only)

MAX_TIME_IN_QUEUE_TAG CONFIG_MEDIA_ROUTING_DOMAIN_EVENT 254

(Internal Cisco Use Only)

INTERNAL_AGENT_STATE_TAG QUERY_AGENT_STATE_CONF 255

(internal use only for CCX)

Unused 256

SSO_ENABLED_TAG CONFIG_AGENT_EVENT, 257

SET_AGENT_STATE_REQ

FLT_TASK_ID_TAG AGENT_TASKS_RESP, 258

AGENT_TASKS_EVENT

FLT_ICM_DISP_TAG MEDIA_LOGOUT_IND 259

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FLT_APP_DISP_TAG MEDIA_LOGOUT_IND 260

NUM_MRDS_TAG CONFIG_AGENT_EVENT, 261

DESKTOP_CONNECTED_IND

FLT_AGENT_MRD_ID_TAG CONFIG_AGENT_EVENT, 262

DESKTOP_CONNECTED_IND

FLT_AGENT_MRD_STATE_TAG CONFIG_AGENT_EVENT 263

FLT_PRECISION_QUEUE_ID_TAG CONFIG_SKILL_GROUP_EVENT 264

FLT_PRECISION_QUEUE_NAME_TAG CONFIG_SKILL_GROUP_EVENT 265

MAX_BEYOND_TASK_LIMIT_TAG AGENT_STATE_EVENT, 266

QUERY_AGENT_STATE_CONF,
MEDIA_LOGIN_REQ,
AGENT_INIT_REQ

AGENT_DESK_SETTINGS_ID_TAG CONFIG_AGENT_EVENT 267

XFER_IN_WHILE_LOGGED_OUT_TAG OFFER_APPLICATION_TASK_REQ 268

START_APPLICATION_TASK_REQ

PERIPHERAL_CONFIG_KEY_TAG CONFIG_KEY_EVENT 269

AGENT_DESK_SETTINGS_CONFIG_KEY_TAG CONFIG_AGENT_EVENT 270

CONFIG_PERIPHERAL_ID_TAG CONFIG_PERIPHERAL_EVENT 271

DEFAULT_AGENT_DESK_SETTINGS_ID_TAG CONFIG_PERIPHERAL_EVENT 272

FLT_DESK_SETTINGS_MASK_TAG CONFIG_AGENT_DESK_SETTINGS_EVENT 273

FLT_WRAP_UP_DATA_INCOMING_MODE_TAG CONFIG_AGENT_DESK_SETTINGS_EVENT 274

FLT_WRAP_UP_DATA_OUTGOING_MODE_TAG CONFIG_AGENT_DESK_SETTINGS_EVENT 275

FLT_LOGOUT_NON_ACTIVITY_TIME_TAG CONFIG_AGENT_DESK_SETTINGS_EVENT 276

FLT_QUALITY_RECORDING_RATE_TAG CONFIG_AGENT_DESK_SETTINGS_EVENT 277

FLT_RING_NO_ANSWER_TIME_TAG CONFIG_AGENT_DESK_SETTINGS_EVENT 278

FLT_SILENT_MONITOR_WARNING_MESSAGE_TAG CONFIG_AGENT_DESK_SETTINGS_EVENT 279

FLT_SILENT_MONITOR_AUDIBLE_INDICATION_TAG CONFIG_AGENT_DESK_SETTINGS_EVENT 280

FLT_SUPERVISOR_ASSIST_CALL_METHOD_TAG CONFIG_AGENT_DESK_SETTINGS_EVENT 281

FLT_EMERGENCY_CALL_METHOD_TAG CONFIG_AGENT_DESK_SETTINGS_EVENT 282

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FLT_AUTO_RECORD_ON_EMERGENCY_TAG CONFIG_AGENT_DESK_SETTINGS_EVENT 283

FLT_RECORDING_MODE_TAG CONFIG_AGENT_DESK_SETTINGS_EVENT 284

FLT_WORK_MODE_TIMER_TAG CONFIG_AGENT_DESK_SETTINGS_EVENT 285

FLT_RING_NO_ANSWER_DN_ID_TAG CONFIG_AGENT_DESK_SETTINGS_EVENT 286

FLT_DEFAULT_DEVICE_PORT_ADDRESS_TAG CONFIG_AGENT_DESK_SETTINGS_EVENT 287

DESKTOP_CONNECTED_FLAG_TAG AGENT_TASKS_REQUEST_EVENT 288

PLAY_TONE_DIRECTION_TAG START_NETWORK_RECORDING_REQ 289

INVOCATION_TYPE_TAG START_NETWORK_RECORDING_REQ, 290

STOP_NETWORK_RECORDING_REQ

RECORDER_ADDRESS_TAG NETWORK_RECORDING_TARGET_INFO_EVENT 291

TERMINAL_NAME_TAG NETWORK_RECORDING_TARGET_INFO_EVENT 292

MEDIA_FORKING_DEVICE_NAME_TAG NETWORK_RECORDING_TARGET_INFO_EVENT 293

PROTOCOL_REFERENCE_GUID_TAG NETWORK_RECORDING_TARGET_INFO_EVENT 294

AGENT_PRE_CALL_EVENT

MEDIA_FORKING_CLUSTER_ID_TAG NETWORK_RECORDING_TARGET_INFO_EVENT 295

RECORDER_URI_TAG NETWORK_RECORDING_TARGET_INFO_EVENT 296

RECORDER_ERROR_MSG_TAG NETWORK_RECORDING_TARGET_INFO_EVENT 297

RECORDER_TYPE_TAG NETWORK_RECORDING_TARGET_INFO_EVENT 298

RECORDER_STATUS_TAG NETWORK_RECORDING_TARGET_INFO_EVENT 299

RECORDING_DEVICE_ID_TAG NETWORK_RECORDING_STARTED_EVENT, 300

NETWORK_RECORDING_ENDED_EVENT,
NETWORK_RECORDING_FAILED_EVENT,
NETWORK_RECORDING_TARGET_INFO_EVENT

FLT_TERM_TYPE CONFIG_TERMINAL_EVENT 302

FLT_TERM_DEVICE_NAME CONFIG_TERMINAL_EVENTC
, ONFIG_AGENT_EVENT, 303
SET_AGENT_STATE_REQ,
AGENT_STATE_EVENT

FLT__TERM_TYPE_NAME CONFIG_TERMINAL_EVENT 304

FLT_NUM_INSTRUMENTS CONFIG_TERMINAL_EVENT 305

ACD_SHARED_LINE_USAGE AGENT_DESK_SETTINGS_CONF 306

CONFIG_AGENT_DESK_SETTINGS_EVENT

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PLAY_ZIP_TONE AGENT_DESK_SETTINGS_CONF 307

CONFIG_AGENT_DESK_SETTINGS_EVENT

FLT_ENABLED_SERVICES CONFIG_AGENT_SERVICE_EVENT 309

SET_AGENT_SERVICE_DATA_REQ

NUM_OF_ENABLED_SERVICES CONFIG_AGENT_SERVICE_EVENT 310

SET_AGENT_SERVICE_DATA_REQ

CCAI_CONFIG_ID AGENT_PRE_CALL_EVENT 311

NUM_POSITIVE_ANSWERS_SUGGESTIONS SET_AGENT_SERVICE_DATA_REQ 312

NUM_NEGATIVE_ANSWERS_SUGGESTIONS SET_AGENT_SERVICE_DATA_REQ 313

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

Table 226: AgentState Values

State Name Description Value

AGENT_STATE_ LOGIN The agent has logged on to the 0

ACD. It does not necessarily
indicate that the agent is ready to
accept calls.

AGENT_STATE_ LOGOUT The agent has logged out of the 1

ACD and cannot accept any
additional calls.

AGENT_STATE_ NOT_ READY The agent is unavailable for any 2

call work.

AGENT_STATE_ AVAILABLE The agent is ready to accept a call. 3

AGENT_STATE_ TALKING The agent is currently talking on a 4

call (inbound, outbound, or inside).

AGENT_STATE_ The agent is performing after call 5

WORK_NOT_READY work, but will not be ready to
receive a call when completed.

AGENT_STATE_ WORK_ The agent is performing after call 6

READY work, and will be ready to receive
a call when completed.

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State Name Description Value

AGENT_STATE_ BUSY_ The agent is busy performing a task 7

OTHER associated with another active
SkillGroup.

AGENT_STATE_ RESERVED The agent is reserved for a call that 8

will arrive at the ACD shortly.

AGENT_STATE_ UNKNOWN The agent state is currently 9

unknown.

AGENT_STATE_ HOLD The agent currently has all calls on 10

hold.

AGENT_STATE_ ACTIVE The agent state is currently active. 11

AGENT_STATE_ PAUSED The agent state is currently paused. 12

AGENT_STATE_ The agent state is currently 13

INTERRUPTED interrupted.

AGENT_STATE_NOT_ACTIVE The agent state is currently not 14

active.

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

Table 227: PGStatusCode Values

PGStatus Description Mask Value

PGS_OPC_DOWN Communication lost between the 0x00000001

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.

PGS_CC_DOWN Communication lost between the 0x00000002

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

PGS_PERIPHERAL_OFFLINE One or more of the peripherals 0x00000004

monitored by the PG are offline.

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PeripheralType Values

PGStatus Description Mask Value

PGS_CTI_SERVER_OFFLINE Loss of communication between 0x00000008

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.

PGS_LIMITED_FUNCTION This status code may be reported 0x00000010

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.

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

Table 228: 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 4

Expert Agent Selection)

PT_DEFINITY_ECS_ EAS Lucent DEFINITY ECS (with 5

Expert Agent Selection)

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 12

(Rolm 9005)

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Peripheral Type Description Value

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 22

or Unified CCX

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.

Table 229: LocalConnectionState values

LocalConnectionState Description Value

LCS_NONE Not applicable 0xffff

LCS_NULL No relationship between call and 0

device.

LCS_INITIATE Device requesting service 1

(“dialing”).

LCS_ALERTING Device is alerting (“ringing”). 2

LCS_CONNECT Device is actively participating in 3

the call.

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LocalConnectionState Description Value

LCS_HOLD Device is inactively participating 4

in the call.

LCS_QUEUED Device is stalled attempting to 5

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

LCS_FAIL A device-to-call or call-to-device 6

connection attempt has been
aborted.

EventCause Values
These tables show the EventCause values.

Table 230: 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

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EventCause Value

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

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EventCause Value

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

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EventCause Value

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

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DeviceIDType Values

EventCause Value

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.

Table 231: DeviceIDType Values

Device ID Type Description Value

DEVID_NONE No device ID is provided. 0xffff

DEVID_DEVICE_IDENTIFIER The provided device ID identifies 0

a peripheral teleset (extension).

DEVID_TRUNK_IDENTIFIER The provided device ID identifies 70

a peripheral Trunk.

DEVID_TRUNK_GROUP_ The provided device ID identifies 71

IDENTIFIER a peripheral Trunk Group.

DEVID_IP_PHONE_MAC_ The provided device ID identifiers 72

IDENTIFIER the MAC address of an IP phone
(Unified CCX ONLY).

DEVID_CTI_PORT The provided device ID identifiers 73

a CTI PORT (Unified CCX
ONLY).

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CallType Values

DEVID_ROUTE_POINT The provided device ID identifies 74

a ROUTE POINT.

DEVID_EXTERNAL The provided device ID is an ANI 75

number or some other external
identifier.

DEVID_AGENT_DEVICE The provided device ID is the ID 76

of an AGENT Device (phone).

DEVID_QUEUE The provided device ID is the ID 77

of a QUEUE.

DEVID_NON_ACD_DEVICE_ The provided device ID identifies 78

IDENTIFIER a peripheral telset (extension) that
is classified as being a non-ACD
extension.

DEVID_SHARED_DEVICE_ The provided device ID identifies 79

IDENTIFIER a peripheral telset (extension) that
is classified as being a shared line
(0 or more telsets share this
extension).

CallType Values
This table shows the CallType values.

Table 232: CallType Values

CallType Description Value

CALLTYPE_ACD_IN Inbound ACD call. 1

In Unified CCE, it indicates that
this is a post route request.

CALLTYPE _PREROUTE_ Translation routed inbound ACD 2

ACD_IN call.

CALLTYPE _PREROUTE_ Translation routed call to a specific 3

DIRECT_AGENT agent.

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

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CallType Description Value

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_ Announced transferred call. 13

OFFERRED

CALLTYPE _CONSULT_ Conferenced consult call. 14

CONFERENCE

CALLTYPE _CONFERENCE Conference call. 15

CALLTYPE_UNMONITORED Inside or outbound call for which 16

no call events will be received.

CALLTYPE_PREVIEW Automatic out call in which the 17

agent is given the option to proceed
to dial a contact.

CALLTYPE_RESERVATION Call made to reserve an agent for 18

some other function.

CALLTYPE_ASSIST Call to supervisor for assistance. 19

CALLTYPE_EMERGENCY Emergency call. 20

CALLTYPE_SUPERVISOR_ Supervisor silently monitoring call. 21

MONITOR

CALLTYPE_SUPERVISOR_ Supervisor monitoring call, agent 22

WHISPER can hear supervisor.

CALLTYPE_SUPERVISOR_ Supervisor conferenced into call. 23

BARGEIN

CALLTYPE_SUPERVISOR_ Supervisor replaces agent on call. 24

INTERCEPT

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 27

routed call.

RESERVATION_PREVIEW Call type for Outbound Option 27

Reservation calls for Preview
mode.

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CallType Values

CallType Description Value

RESERVATION_PREVIEW_DIRECT Call type for Outbound Option 28

Reservation calls for Direct
Preview mode.

RESERVATION_PREDICTIVE Call type for Outbound Option 29

Reservation calls for Predictive
mode and Progressive mode.

RESERVATION_CALLBACK Call type for Outbound Option 30

Reservation calls for Callback calls.

RESERVATION_PERSONAL_CALLBACK Call type for Outbound Option 31

Reservation calls for Personal
Callback calls.

CUSTOMER_PREVIEW Call type for Outbound Option 32

Customer calls for Preview mode.

CUSTOMER_PREVIEW_DIRECT Call type for Outbound Option 33

Customer calls for Direct Preview

CUSTOMER_PREDICTIVE Call type for Outbound Option 34

Customer calls for Predictive mode
and Progreassive modefor
agentbased campaigns.

CUSTOMER_CALLBACK Call type for Outbound Option 35

Customer calls for callback calls.

CUSTOMER_PERSONAL Call type for Outbound Option 36

Customer calls for personal
callback calls.

CUSTOMER_IVR Call type for Outbound Option 37

Customer calls for Transfer to IVR
campaigns.

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 40

by
AGENT_GREETING_CONTROL_REQ.

CALLTYPE_VOICE_CALL_BACK Voice callback using the Agent 41

Request API.

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ConnectionDeviceIDType Values

ConnectionDeviceIDType Values
This table shows the possible ConnectionDeviceIDType values.

Table 233: ConnectionDeviceIDType Values

ConnectionDevice IDType Description Value

CONNECTION_ID_ NONE No ConnectionDeviceID is 0xffff

provided.

CONNECTION_ID_ STATIC The ConnectionDeviceID value is 0

stable over time (between calls).

CONNECTION_ID_ DYNAMIC The ConnectionDeviceID value is 1

dynamic and may change between
calls.

LineType Values
This table shows the possible LineType values.

Table 234: 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 7

calls.

LINETYPE_DID Line used for direct inward dialed 8

calls.

LINETYPE_SILENT_ MONITOR Line used for silent monitor. 9

LINETYPE_NON_ACD_IN Line used for inbound non-ACD 10

calls.

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ControlFailureCode Values

LINETYPE_NON_ACD_OUT Line used for outbound non-ACD 11

calls.

ControlFailureCode Values
This table shows the possible ControlFailureCode values.

Table 235: ControlFailureCode Values

FailureCode Description Value

CF_GENERIC_UNSPECIFIED An error has occurred that is not 0

one of the following error types.

CF_GENERIC_OPERATION An operation error occurred (no 1

specific details available).

CF_REQUEST_ The request is not compatible with 2

INCOMPATIBLE_WITH_ the object.
OBJECT

CF_VALUE_OUT_OF_ RANGE The parameter has a value that is 3

not in the range defined for the
server.

CF_OBJECT_NOT_KNOWN The parameter has a value that is 4

not known to the server.

CF_INVALID_CALLING_ The calling device is invalid. 5

DEVICE

CF_INVALID_CALLED_ The called device is invalid 6

DEVICE

CF_INVALID_FORWARDING_ The forwarding destination device 7

DESTINATION is invalid.

CF_PRIVILEGE_VIOLATION_ The specified device is not 8

ON_SPECIFIED_DEVICE authorized for the service.

CF_PRIVILEGE_VIOLATION_ The called device is not authorized 9

ON_CALLED_DEVICE for the service.

CF_PRIVILEGE_VIOLATION_ The calling device is not authorized 10

ON_CALLING_DEVICE for the service.

CF_INVALID_CSTA_CALL_ The call identifier is invalid. 11

IDENTIFIER

CF_INVALID_CSTA_DEVICE_ The device identifier is invalid. 12

IDENTIFIER

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FailureCode Description Value

CF_INVALID_CSTA_ The connection identifier is invalid. 13

CONNECTION_IDENTIFIER

CF_INVALID_DESTINATION The request specified a destination 14

that is invalid.

CF_INVALID_FEATURE The request specified a feature that 15

is invalid.

CF_INVALID_ALLOCATION_ The request specified an allocation 16

STATE state that is invalid.

CF_INVALID_CROSS_REF_ID The request specified a cross- 17

reference ID that is not in use at
this time.

CF_INVALID_OBJECT_TYPE The request specified an invalid 18

object type.

CF_SECURITY_VIOLATION Security error (no specific details 19

available).

CF_GENERIC_STATE_ The request is not compatible with 21

INCOMPATIBILITY the condition of a related device.

CF_INVALID_OBJECT_STATE The object is in the incorrect state 22

for the request.

CF_INVALID_CONNECTION_ The active connection ID in the 23

ID_FOR_ACTIVE_CALL request is invalid.

CF_NO_ACTIVE_CALL There is no active call for the 24

request.

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 26

given connection ID.

CF_NO_CONNECTION_TO_ There is no call connection for the 27

CLEAR given connection ID.

CF_NO_CALL_TO_ANSWER There is no alerting call to be 28

answered.

CF_NO_CALL_TO_ COMPLETE There is no active call to be 29

completed.

CF_GENERIC_SYSTEM_ The request failed due to lack of 31

RESOURCE_AVAILABILITY system resources (no specific
details available).

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FailureCode Description Value

CF_SERVICE_BUSY The service is temporarily 32

unavailable.

CF_RESOURCE_BUSY An internal resource is busy. 33

CF_RESOURCE_OUT_OF_ The service requires a resource that 34

SERVICE is out of service.

CF_NETWORK_BUSY The server sub-domain is busy. 35

CF_NETWORK_OUT_OF_ The server sub-domain is out of 36

SERVICE service.

CF_ OVERALL_MONITOR_ The request would exceed the 37

LIMIT_EXCEEDED server’s overall resource limits.

CF_CONFERENCE_MEMBER_ The request would exceed the 38

LIMIT_EXCEEDED server’s limit on the number of
conference members.

CF_ GENERIC_SUBSCRIBED_ The request failed due to lack of 41

RESOURCE_AVAILABILITY purchased or contracted resources
(no specific details available).

CF_ OBJECT_MONITOR_ The request would exceed the 42

LIMIT_EXCEEDED server’s specific resource limits.

CF_ EXTERNAL_TRUNK_ The request would exceed the limit 43

LIMIT_EXCEEDED of external trunks.

CF_ OUTSTANDING_ The request would exceed the limit 44

REQUEST_LIMIT_EXCEEDED of outstanding requests.

CF_GENERIC_ The request failed as a performance 51

PERFORMANCE_ management mechanism (no
MANAGEMENT specific details available).

CF_PERFORMANCE_LIMIT_ The request failed because a 52

EXCEEDED performance management limit was
exceeded.

CF_ SEQUENCE_NUMBER_ The server has detected an error in 61

VIOLATED the sequence number of the
operation.

CF_ TIME_STAMP_ VIOLATED The server has detected an error in 62

the time stamp of the operation.

CF_ PAC_VIOLATED The server has detected an error in 63

the PAC of the operation.

CF_ SEAL_VIOLATED The server has detected an error in 64

the Seal of the operation.

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FailureCode Description Value

CF_ GENERIC_UNSPECIFIED_ The request has been rejected (no 70

REJECTION specific details available).

CF_ GENERIC_OPERATION_ The requested operation has been 71

REJECTION rejected (no specific details
available).

CF_ DUPLICATE_ The request duplicated another 72

INVOCATION_REJECTION request for the same service.

CF_ UNRECOGNIZED_ The request specified an 73

OPERATION_REJECTION unrecognized operation.

CF_MISTYPED_ARGUMENT_ The request contained a parameter 74

REJECTION of the wrong type for the requested
operation.

CF_ RESOURCE_LIMITATION_ The request would have exceeded 75

REJECTION a resource limitation.

CF_ ACS_HANDLE_ The request specified an ACS 76

TERMINATION_REJECTION handle that is no longer in use.

CF_ SERVICE_ The request failed because the 77

TERMINATION_REJECTION required service has been
terminated.

CF_ REQUEST_TIMEOUT_ The request failed because a 78

REJECTION timeout limit was exceeded.

CF_REQUESTS_ON_DEVICE_ The request would have exceeded 79

EXCEEDED_REJECTION the limits of the device.

Extended Control Failure Codes

FailureCode Description Value

CF_INVALID_AGENT_ID_ The request specified an invalid 256

SPECIFIED AgentID.

CF_INVALID_PASSWORD_ The request specified an invalid 257

SPECIFIED agent password.

CF_INVALID_AGENT_ID_ The request specified an invalid 258

OR_PASSWORD_SPECIFIED AgentID and/or invalid agent
password.

CF_SPECIFIED_AGENT_ The request failed because the 259

ALREADY_SIGNED_ON specified agent is already logged
in.

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FailureCode Description Value

CF_INVALID_LOGON_ The request specified an invalid 260

DEVICE_SPECIFIED logon device.

CF_INVALID_ANSWERING_ The request specified an invalid 261

DEVICE_SPECIFIED answering device.

CF_INVALID_SKILL_ The request specified an invalid 262

GROUP_SPECIFIED agent skill group.

CF_INVALID_CLASS_OF_ The request specified an invalid 263

SERVICE_SPECIFIED class of service.

CF_INVALID_TEAM_ The request specified an invalid 264

SPECIFIED team.

CF_INVALID_AGENT_ The request specified an invalid 265

WORKMODE agent work mode.

CF_INVALID_AGENT_ The request specified an invalid 266

REASON_CODE agent reason code.

CF_ADJUNCT_SWITCH_ A communication error occurred 267

COMM_ERROR on the datalink between the Unified
CCE and the ACD.

CF_AGENT_NOT_PARTY_ The specified agent is not a party 268

ON_CALL on the indicated call.

CF_INTERNAL_ An internal error occurred in the 269

PROCESSING_ERROR ACD while processing the request.

CF_TAKE_CALL_CONTROL_ The ACD refused an Unified CCE 270

REJECTION request to take control of a call.

CF_TAKE_DOMAIN_ The ACD refused an Unified CCE 271

CONTROL_REJECTION request to take control of a domain.

CF_REQUESTED_SERVICE_ The Unified CCE is not registered 272

NOT_REGISTERED on the ACD for the requested
service.

CF_INVALID_CONSULT_ TYPE The consult type is invalid. 273

CF_ANSMAP_OR_ The Ansmap or Asparam field are 274

ADPARAM_FIELD_NOT_VALID not valid.

CF_INVALID_CALL_ The call control table is invalid. 275

CONTROL_TABLE_ SPECIFIED

CF_INVALID_DIGITS_ 276
RNATIMEOUT_AMSDELAY_
OR_COUNTRY

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FailureCode Description Value

CF_ANSWER_DETECT_ 277
PORT_UNAVAILABLE

CF_VIRTUAL_AGENT_ 278
UNAVAILABLE

CF_TAKEBACK_N_XFER_ 279
ROUTE_END

CF_WRAPUP_DATA_ 280
REQUIRED

CF_REASON_CODE_ 281
REQUIRED

CF_INVALID_TRUNK_ID_ 282
SPECIFIED

CF_SPECIFIED_EXTENSION_ 283
ALREADY_IN_USE

CF_ARBITRARY_CONF_OR_ 284
XFER_NOT_SUPPORTED

CF_NETWORK_TRANSFER_OR_ 285
CONSULT

CF_NETWORK_TRANSFER_OR_ 286
CONSULT_FAILED

CF_DEVICE_RESTRICTED 287

CF_LINE_RESTRICTED 288

CF_AGENT_ACCOUNT_ 289
LOCKED_OUT

CF_DROP_ANY_PARTY_NOT_ 290
ENABLED_CTI

CF_MAXIMUM_LINE_LIMIT_ 291
EXCEEDED

CF_SHARED_LINES_NOT_ 292
SUPPORTED

CF_EXTENSION_NOT_UNIQUE 293

CF_UNKNOWN_ INTERFACE_ The Interface Controller ID is 1001

CTRLR_ID unknown.

CF_INVALID_INTERFACE_ The Interface Controller type is 1002

CTRLR_TYPE invalid.

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AllocationState Values

FailureCode Description Value

CF_SOFTWARE_REV_NO_ The current software revision is not 1003

SUPPORTED supported.

CF_UNKNOWN_PID The PeripheralID is unknown. 1004

CF_INVALID_TABLE_ An invalid table was specified. 1005

SPECIFIED

CF_PD_SERVICE_INACTIVE The peripheral data service is not 1006

active.

CF_UNKNOWN_ROUTING_ The RoutingClientID is unknown. 1007

CLIENT_ID

CF_RC_SERVICE_ The routing client service is not 1008

INACTIVATE active.

CF_INVALID_DIALED_ The dialed number is invalid. 1009

NUMBER

CF_INVALID_PARAMETER A parameter in the request is 1010

invalid.

CF_UNKNOWN_ROUTING_ An unspecified error occurred 1011

PROBLEM during routing.

CF_UNSUPPORTED_PD_ The requested peripheral data 1012

MESSAGE_REVISION service protocol version is not
supported.

CF_UNSUPPORTED_RC_ The requested routing client service 1013

MESSAGE_REVISION protocol version is not supported.

CF_UNSUPPORTED_IC_ The requested interface controller 1014

MESSAGE_REVISION service protocol version is not
supported.

CF_RC_SERVICE_ The peripheral interface is not 1015

INACTIVATE_PIM active.

CF_AGENT_GREETING_CONTROL_OPERATION_FAILURE This error occurs if 1016

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

AllocationState Values
This table shows the AllocationState values.

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ForwardType Values

Table 236: AllocationState Values

AllocationState Description Value

ALLOC_CALL_ DELIVERED Connect call to originating device 0

when call is delivered (alerting).

ALLOC_CALL_ ESTABLISHED Connect call to originating device 1

when call is established (answered).

ForwardType Values
This table shows the ForwardType values.

Table 237: 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 5

internal calls.

FWT_NO_ANS_EXT Forward after no answer for 6

external calls.

TypeOfDevice Values
This table shows the TypeOfDevice values.

Table 238: TypeOfDevice Values

TypeOfDevice Description Value

DEVT_STATION A traditional telephone device, 0

consisting of one or more buttons
and one or more lines.

DEVT_LINE A communications interface to one 1

or more stations.

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ClassOfDevice Values

TypeOfDevice Description Value

DEVT_BUTTON An instance of a call manipulation 2

point at an individual station.

DEVT_ACD A mechanism that distributes calls. 3

DEVT_TRUNK A device used to access other 4

switching domains.

DEVT_OPERATOR A device that interacts with a call 5

party to assist in call setup or
provide other telecommunications
service.

DEVT_STATION_ GROUP Two or more stations used 16

interchangeably or addressed
identically.

DEVT_LINE_GROUP A set of communications interfaces 17

to one or more stations.

DEVT_BUTTON_ GROUP Two or more instances of a call 18

manipulation point at an individual
station.

DEVT_ACD_GROUP A call distributor device as well as 19

the devices to which it distributes
calls.

DEVT_TRUNK_ GROUP A set of trunks providing 20

connectivity to the same place.
Individual trunks within the group
may be used interchangeably.

DEVT_OPERATOR_ GROUP Two or more operator devices used 21

interchangeably or addressed
identically.

DEVT_CTI_PORT_ SCCP A CTI port on a Unified CM 22

device.

DEVT_CTI_PORT_SIP A CTI port on a SIP device. 23

DEVT_OTHER A device that does not fall into any 255

of the preceding categories.

ClassOfDevice Values
This table shows the ClassOfDevice values.

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CallPlacementType Values

Table 239: ClassOfDevice Values

ClassOfDevice Description Value

DEVC_OTHER A class of device not covered by 10x

the following image, data, or voice
classes.

DEVC_IMAGE A device that is used to make 20x

digital data calls involving imaging
or high speed circuit switched data
in general.

DEVC_DATA A device that is used to make 40x

digital data calls (both circuit
switched and packet switched).

DEVC_VOICE A device that is used to make audio 80x

calls.

CallPlacementType Values
This table shows the CallPlacementType values.

Table 240: 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_ An outbound call that will not 3

ACCESS_CODE require an access code.

CPT_DIRECT_POSITION A call placed directly to a specific 4

position.

CPT_DIRECT_AGENT A call placed directly to a specific 5

agent.

CPT_SUPERVISOR_ASSIST A call placed to a supervisor for 6

call handling assistance.

CallMannerType Values
This table shows the CallMannerType values.

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CallOption Values

Table 241: CallMannerType Values

CallMannerType Description Value

CMT_UNSPECIFIED Use default call manner. 0

CMT_POLITE Attempt the call only if the 1

originating device is idle.

CMT_BELLIGERENT This CallManner type is only used 2

with the
MAKE_CALL_REQUEST. When
an agent in Available state places
an outbound call, the Unified CCE
system forcibly changes the agent's
state to NotReady with the 50006
reason code. The system changes
the agent's state back to Available
after the call ends or if the call fails
to connect. For more details on the
reason code, see the the Database
Schema Handbook for Cisco
Unified ICM/Contact Center
Enterprise, Release 12.5(1) at
https://www.cisco.com/c/en/us/
support/customer-collaboration/
unified-contact-center-enterprise/
products-technical-reference-list.html
CMT_SEMI_POLITE Attempt the call only if the 3
originating device is idle or is
receiving dial tone.

CMT_RESERVED Reserved 4

CallOption Values
This table shows the CallOption values.

Table 242: CallOption Values

CallOption Description Value

COPT_UNSPECIFIED No call options specified, use 0

defaults.

COPT_CALLING_ Attempt the call only if the calling 1

AGENT_ONLINE agent is “online” (available to
interact with the destination party).

COPT_CALLING_ Obsolete with DMS-100. 2

AGENT_RESERVED

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ConsultType Values

COPT_CALLING_ Obsolete with DMS-100. 3

AGENT_NOT_ RESERVED

COPT_CALLING_ Obsolete with DMS-100. 4

AGENT_BUZZ_BASE

COPT_CALLING_ Obsolete with DMS-100. 5

AGENT_BEEP_HSET

COPT_SERVICE_ CIRCUIT_ON Causes a call classifier to be 6

applied to the call (ACM ECS).

ConsultType Values
This table shows the ConsultType values.

Table 243: 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.

Table 244: 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.

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AnswerDetectMode Values

Table 245: AnsweringMachine Values

AnsweringMachine Description Value

AM_UNSPECIFIED Use default behavior. 0

AM_CONNECT Connect call to agent when call is 1

answered by an answering machine.

AM_DISCONNECT Disconnect call when call is 2

answered by an answering machine.

AM_NONE Do not use answering machine 3

detection.

AM_NONE_NO_ MODEM Do not use answering machine 4

detection, but disconnect call if
answered by a modem.

AM_CONNECT_NO_MODEM Connect call when call is answered 5

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

AnswerDetectMode Values
This table shows the AnswerDetectMode values.

Table 246: AnswerDetectMode Values

AnswerDetectMode Description Value

ADM_UNSPECIFIED Use default behavior. 0

ADM_VOICE_ THRESHOLD Report call answered by an 1

answering machine when initial
voice duration exceeds time
threshold.

ADM_VOICE_END Report call answered by an 2

answering machine when initial
voice segment ends.

ADM_VOICE_END_ DELAY Report call answered by an 3

answering machine after a fixed
delay following the end of the
initial voice segment.

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AgentWorkMode Values

AnswerDetectMode Description Value

ADM_VOICE_AND_ BEEP Report call answered by an 4

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

ADM_BEEP Report call answered by an 5

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

AgentWorkMode Values
This table shows the AgentWorkMode values.

Table 247: AgentWorkMode Values

AgentWorkMode Description Value

AWM_UNSPECIFIED Use default behavior. 0

AWM_AUTO_IN Agent automatically becomes 1

available after handling a call.

AWM_MANUAL_IN Agent must explicitly indicate 2

availability after handling a call.

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.

Table 248: DestinationCountry Values

DestinationCountry Description Value

DEST_UNSPECIFIED Unspecified or unknown, use 0

default behavior.

DEST_US_AND_ CANADA Call destination is in the United 1

States or Canada.

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CTI Service Masks

CTI Service Masks

This table shows the CTIService masks.

Table 249: CTI Service Masks

MaskName Description Value

CTI_SERVICE_ DEBUG Causes all messages exchanged 0x80000000

during the current session to be
captured to a file for later analysis.

CTI_SERVICE_ CLIENT_ Client receives call and agent state 0x00000001

EVENTS change events associated with a
specific ACD phone.

CTI_SERVICE_CALL_ Client may modify call context 0x00000002

DATA_UPDATE data.

CTI_SERVICE_ Client may control calls and agent 0x00000004

CLIENT_CONTROL states associated with a specific
ACD phone.

CTI_SERVICE_ CONNECTION_ Establishment and termination of 0x00000008

MONITOR this session cause corresponding
Unified CCE Alarm events to be
generated.

CTI_SERVICE_ALL_ EVENTS Client receives all call and agent 0x00000010

state change events (associated with
any ACD phone).

CTI_SERVICE_ PERIPHERAL_ Client may dynamically add and 0x00000020

MONITOR remove devices and/or calls that it
wishes to receive call and agent
state events for.

CTI_SERVICE_ Client receives notification when 0x00000040

CLIENT_MONITOR all other CTI client sessions are
opened and closed, and may
monitor the activity of other CTI
client sessions.

CTI_SERVICE_ SUPERVISOR Client may request supervisor 0x00000080

services.

CTI_SERVICE_ SERVER Client identify itself as server 0x00000100

application.

CTI_SERVICE_ Client may reporting/routing 0x00000400

AGENT_REPORTING ARM(Agent Reporting And
Management) messages.

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Disposition Code Values

MaskName Description Value

CTI_SERVICE_ALL_ Client receives all task events. 0x00000800

TASK_EVENTS

CTI_SERVICE_ Client receives monitored task 0x00001000

TASK_MONITOR events.

CTI_AGENT_STATE_CONTROL_ONLY Client can change agent state only. 0x00002000

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.

Unused 0x00004000

CTI_DEVICE_STATE_CONTROL The client/server wishes to register 0x00008000

and get resource state change
requests.

CTI_SERVICE_ Requests that this client receive 0x00080000

UPDATE_EVENTS update notification events. (No
data)

CTI_SERVICE_ IGNORE_ Request to suppress duplicate agent 0x00100000

DUPLICATE_ AGENT_EVENTS state events.

CTI_SERVICE_ IGNORE_CONF Do not send confirmations for third 0x00200000

party requests.

CTI_SERVICE_ACD_ Request that events for non-ACD 0x00400000

LINE_ONLY lines not be sent. (Unified CCE
only)

Disposition Code Values

This table shows the Disposition Code values.

Table 250: Disposition Code Values

Disposition Code Meaning

1 Abandoned in Network

2 Abandoned in Local Queue

3 Abandoned Ring

4 Abandoned Delay

5 Abandoned Interflow

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Disposition Code Values

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

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Disposition Code Values

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

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Agent Service Request Masks

65 Task Transferred on Agent Logout

Agent Service Request Masks

This table shows the Agent Service Request masks.

Table 251: Agent Service Request Masks

DestinationCountry Description Value

OUTBOUND_SUPPORT The agent login can support 0x1

outbound feature.

Silent Monitor Status Values

This table shows the Silent Monitor Status Values.

Table 252: Silent Monitor Status Values

DestinationCountry Description Value

SILENT_MONITOR_ NONE Normal call (non-silent monitor 0

call).

SILENT_MONITOR_ INITIATOR Initiator of silent monitor call. 1

SILENT_MONITOR_ TARGET Monitor target of silent monitor 2

call.

Agent Internal States Message Values

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

Table 253: Agent’s Internal States and their Status Values

State Name Description Value

AGENT_STATE_LOGIN The agent has logged on to the 0

ACD. It does not necessarily
indicate that the agent is ready to
accept calls.

AGENT_STATE_LOGOUT The agent has logged out of the 1

ACD and cannot accept any
additional calls.

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TaskState Values

AGENT_STATE_NOT_READY The agent is unavailable for any 2

call work.

AGENT_STATE_AVAILABLE The agent is ready to accept a call. 3

AGENT_STATE_TALKING The agent is currently talking on a 4

call (inbound, outbound, or inside).

AGENT_STATE_WORK_NOT_READY The agent is performing after call 5

work, but will not be ready to
receive a call when completed.

AGENT_STATE_WORK_READY The agent is performing after call 6

work, but will be ready to receive
a call when completed.

AGENT_STATE_BUSY_OTHER The agent is busy performing a task 7

associated with another active
SkillGroup.

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.

Table 254: TaskState Values

State Name Description Value

TASK_STATE_PRE_CALL Pre Call Message has been sent to 0

client.

TASK_STATE_ACTIVE Task is actively being worked on; 1

Start Task has been received for
this task.

TASK_STATE_WRAPUP Wrap up task has been received for 2

this task.

TASK_STATE_PAUSED Task is paused; Pause Task has 3

been received for this task.

TASK_STATE_OFFERED Offer Task has been received for 4

this task.

ASK_STATE_INTERRUPTED Task is interrupted; Agent Interrupt 5

Accepted Ind is received.

TASK_STATE_NOT_READY Not used. 6

TASK_STATE_LOGGED_OUT Task is terminated. 7

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Changes and Additions
• Protocol Version 24, on page 435
• Protocol Version 23, on page 436
• Protocol Version 22, on page 437
• Protocol Version 21, on page 437
• Protocol Version 20, on page 437
• Protocol Version 19, on page 438
• Protocol Version 18, on page 439
• Protocol Version 17, on page 439
• Protocol Version 16, on page 439
• Protocol Version 15, on page 439
• Protocol Version 14, on page 440
• Protocol Versions 10-13, on page 442
• Protocol Version 9, on page 443
• Protocol Version 8, on page 444
• Protocol Version 7, on page 445
• Protocol Version 6, on page 446
• Protocol Version 5, on page 448

Protocol Version 24
Following is a list of changes made in Protocol Version 24:
• Added STANDBY_ACTIVE_EVENT_MSG, ACTIVE_MAINTENANCE_REQ_MSG,
ACTIVE_MAINTENANCE_RESP_MSG, ACTIVE_MAINTENANCE_EVENT_MSG, and
STOPPING_REQUESTS_TO_THIS_SIDE_IND to Message Types.
• Updated OPEN_REQ and OPEN_CONF in Message Types
• Updated CONFIG_AGENT_SERVICE_EVENT, SET_AGENT_SERVICE_DATA_REQ and
SET_AGENT_SERVICE_DATA_CONF
in Message Types
• Added E_CTI_INVALID_CLIENT_FOR_STANDBY to the Failure Indication Message Status Codes
table.
• Added the following new messages:

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Protocol Version 23

1. CONFIG_AGENT_SERVICE_EVENT
2. SET_AGENT_SERVICE_DATA_REQ
3. SET_AGENT_SERVICE_DATA_CONF

• Modified the existing messages:

1. AGENT_PRE_CALL_EVENT
2. SNAPSHOT_CALL_CONF

• Added the following values to the Tag Values, on page 328 table:
1. FLT_ENABLED_SERVICES for the messages CONFIG_AGENT_SERVICE_EVENT and
SET_AGENT_SERVICE_DATA_REQ.
2. NUM_OF_ENABLED_SERVICES for the messages CONFIG_AGENT_SERVICE_EVENT and
SET_AGENT_SERVICE_DATA_REQ.
3. CCAI_CONFIG_ID for the message AGENT_PRE_CALL_EVENT
4. NUM_POSITIVE_ANSWERS_SUGGESTIONS for the message
SET_AGENT_SERVICE_DATA_REQ
5. NUM_NEGATIVE_ANSWERS_SUGGESTIONS for the message
SET_AGENT_SERVICE_DATA_REQ

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

Protocol Version 23
Following is a list of changes made in Protocol Version 23:
• Added START_NETWORK_RECORDING_REQ and STOP_NETWORK_RECORDING_REQ to
Client Control Service.
• Added the following values to the Tag Values table:
• FLT_TASK_ID_TAG for the AGENT_TASKS_EVENT message
• CALL_VAR_1_TAG through CALL_VAR_10_TAG for the SNAPSHOT_TASK_EVENT message
• DESKTOP_CONNECTED_FLAG_TAG for the AGENT_TASKS_REQUEST_EVENT message
• TEXT_TAG for the AGENT_TASKS_END_EVENT message
• NUM_MRDS_TAG for the DESKTOP_CONNECTED_IND message

• Modified the existing message: MEDIA_LOGIN_REQ.

• Added the following new messages:
• NETWORK_RECORDING_STARTED_EVENT

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Protocol Version 22

• NETWORK_RECORDING_ENDED_EVENT
• NETWORK_RECORDING_FAILED_EVENT
• NETWORK_RECORDING_TARGET_INFO_EVENT

Protocol Version 22
Following is a list of changes made in Protocol Version 22:
• Added MaxBeyondTaskLimit under AGENT_STATE_EVENT and QUERY_AGENT_STATE_CONF.
• Added FltPrecisionQueueID and FltPrecisionQueueName under CONFIG_SKILL_GROUP_EVENT.
• Added AgentDeskSettingsID in CONFIG_AGENT_EVENT.
• Added CONFIG_AGENT_DESK_SETTINGS_EVENT and CONFIG_PERIPHERAL_EVENT.
• Added PeripheralConfigKey and AgentDeskSettingsConfigKey under CONFIG_KEY_EVENT and
CONFIG_BEGIN_EVENT.
• Changed the behavior of CALL_DATA_UPDATE_EVENT for ECC variables.

Protocol Version 21
Following is a list of changes made in Protocol Version 21:
• Added NumMRDs, FLTAgentMRDID, and FltAgentMRDState under CONFIG_AGENT_EVENT.
• Added a new Message with the type 259. This Message is reserved for internal use only.
• Changed the behavior of the PeripheralType field in the OPEN_CONF message.

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

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

• Added the fixed AgentSkillTargetID and floating AgentID fields to the AGENT_PRE_CALL_EVENT
message.
• Added the CONFIG_MRD_EVENT message.
• Added bit mask value 32=Media Routing Domain Information to the CONFIG_REQUEST_EVENT
message ConfigInformation field. Added a cross-reference to this field from the OPEN_REQ
message ConfigMsgMask field.

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Protocol Version 19

• 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, on page 353.
• Added row containing InternalAgentState to QUERY_AGENT_STATE CONF Message Form to Table
Message Types.

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Protocol Version 18

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

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Protocol Version 14

• 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, on page 13.
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.

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Protocol Version 14

• 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, on page 345:
• 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, on page 371.
• Added the ClientAddressIPV6 field to the following events:
• RTP_STARTED_EVENT
RTP_STOPPED_EVENT

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Protocol Versions 10-13

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, on page 364.

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.

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Protocol Version 9

• 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.

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Protocol Version 8

• 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,
on page 353).
• Add CallType and/or CalledPartyDisposition fields to the set_call_data_req, BEGIN_CALL_EVENT,
CALL_DATA_ UPDATE_EVENT, and snapshot_call_conf messages.

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Protocol Version 7

• 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

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Protocol Version 6

• 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.

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Protocol Version 6

• New values SYS_CTI_SERVER_OFFLINE, SYS_CTI_SERVER_ONLINE, and

SYS_HALF_HOUR_CHANGE added to SystemEventID Values table (Table SystemEventID Values,
on page 326).
• 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, on page 345).
• 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, on page 326).
• 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, on page 319).

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Protocol Version 5

• 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, on page 346).
• Added new AM_NONE, AM_NONE_NO_MODEM and AM_CONNECT_NO_MODEM
AnsweringMachine values to the AnsweringMachine Values table (Table AnsweringMachine Values,
on page 368).
• ANSWER_CALL_REQ message (Table SystemEventID Values, on page 326) 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

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Changes and Additions
Protocol Version 5

• 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, on page 346).

CTI Server Message Reference Guide(Protocol Version 24) for Cisco Unified Contact Center Enterprise, Release 12.6(1)
449
 Changes and Additions
Protocol Version 5

CTI Server Message Reference Guide(Protocol Version 24) for Cisco Unified Contact Center Enterprise, Release 12.6(1)
450