Constants and Status Codes

• In this chapter, page 2

• Failure Indication Message Status Codes, page 2
• SystemEventID Values, page 8
• Special Values, page 9
• Tag Values, page 10
• AgentState Values, page 23
• PGStatusCode Values, page 24
• PeripheralType Values, page 25
• LocalConnectionState Values, page 26
• EventCause Values, page 27
• DeviceIDType Values, page 32
• CallType Values, page 33
• ConnectionDeviceIDType Values, page 35
• LineType Values, page 36
• ControlFailureCode Values, page 36
• AllocationState Values, page 43
• ForwardType Values, page 43
• TypeOfDevice Values, page 44
• ClassOfDevice Values, page 45
• CallPlacementType Values, page 45
• CallMannerType Values, page 46
• CallOption Values, page 46
• ConsultType Values, page 47
• FacilityType Values, page 47

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In this chapter

• AnsweringMachine Values, page 48

• AnswerDetectMode Values, page 48
• AgentWorkMode Values, page 49
• DestinationCountry Values, page 49
• CTI Service Masks, page 49
• Disposition Code Values, page 51
• Agent Service Request Masks, page 54
• Silent Monitor Status Values, page 54
• Agent Internal States Message Values, page 54
• TaskState Values, page 55

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

Failure Indication Message Status Codes

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

Status Code Description Value

E_CTI_NO_ERROR No error occurred. 0

E_CTI_INVALID_ VERSION The CTI Server does not support the protocol 1
version number requested by the CTI client.

E_CTI_INVALID_ MESSAGE_ TYPE A message with an invalid message type field 2

was received.

E_CTI_INVALID_ FIELD_TAG A message with an invalid floating field tag 3

was received.

E_CTI_SESSION_ NOT_OPEN No session is currently open on the connection. 4

E_CTI_SESSION_ ALREADY_ OPEN A session is already open on the connection. 5

E_CTI_REQUIRED_ DATA_ MISSING The request did not include one or more 6
floating items that are required.

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Failure Indication Message Status Codes

Status Code Description Value

E_CTI_INVALID_ PERIPHERAL_ID A message with an invalid PeripheralID value 7
was received.

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

E_CTI_AGENT_NOT_ LOGGED_ON The indicated agent is not currently logged on. 9

E_CTI_DEVICE_IN_ USE The indicated agent teleset is already associated 10

with a different CTI client.

E_CTI_NEW_ SESSION_ OPENED This session is being terminated due to a new 11

session open request from the client.

E_CTI_FUNCTION_ NOT_ AVAILABLE A request message was received for a function 12

or service that was not granted to the client.

E_CTI_INVALID_ CALLID A request message was received with an invalid 13

CallID value.

E_CTI_PROTECTED_ VARIABLE The CTI client may not update the requested 14
variable.

E_CTI_CTI_SERVER_ OFFLINE The CTI Server is not able to function 15

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

E_CTI_TIMEOUT The CTI Server failed to respond to a request 16

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 value that is 18

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

E_CTI_INVALID_ SERVICE_MASK The ServicesRequested field has unused bits 19

set. All unused bit positions must be zero.

E_CTI_INVALID_ CALL_MSG_MASK The CallMsgMask field has unused bits set. 20

All unused bit positions must be zero.

E_CTI_INVALID_ AGENT_ STATE_ MASK The AgentStateMask field has unused bits set. 21
All unused bit positions must be zero.

E_CTI_INVALID_ RESERVED_ FIELD A Reserved field has a non-zero value. 22

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Failure Indication Message Status Codes

Status Code Description Value

E_CTI_INVALID_ FIELD_ LENGTH A floating field exceeds the allowable length 23
for that field type.

E_CTI_INVALID_ DIGITS A STRING field contains characters that are 24

not digits (“0” through “9”).

E_CTI_BAD_ MESSAGE_ FORMAT The message is improperly constructed. This 25

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

E_CTI_INVALID_ TAG_FOR_MSG_ TYPE A floating field tag is present that specifies a 26

field that does not belong in this message type.

E_CTI_INVALID_ DEVICE_ID_ TYPE A DeviceIDType field contains a value that is 27

not in DeviceIDType Values, on page 32.

E_CTI_INVALID_ LCL_CONN_ STATE A LocalConnectionState field contains a value 28

that is not in LocalConnectionState Values,
on page 26.

E_CTI_INVALID_ EVENT_ CAUSE An EventCause field contains a value that is 29

not in EventCause Values, on page 27.

E_CTI_INVALID_ NUM_ PARTIES The NumParties field contains a value that 30

exceeds the maximum (16).

E_CTI_INVALID_ SYS_ EVENT_ID The SystemEventID field contains a value that 31

is not in SystemEventID Values, on page 8.

E_CTI_ INCONSISTENT_ AGENT_DATA The provided agent extension, agent id, and/or 32
agent instrument values are inconsistent with
each other.

E_CTI_INVALID_ CONNECTION_ID_ TYPE A ConnectionDeviceIDType field contains a 33

value that is not in ConnectionDeviceIDType
Values, on page 35.

E_CTI_INVALID_ CALL_TYPE The CallType field contains a value that is not 34

in CallType Values, on page 33.

E_CTI_NOT_CALL_ PARTY A CallDataUpdate or Release Call request 35

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

E_CTI_INVALID_ PASSWORD The ClientID and Client Password provided in 36

an OPEN_REQ message is incorrect.

E_CTI_CLIENT_ DISCONNECTED The client TCP/IP connection was disconnected 37

without a CLOSE_REQ.

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Failure Indication Message Status Codes

Status Code Description Value

E_CTI_INVALID_ OBJECT_ STATE An invalid object state value was provided. 38

E_CTI_INVALID_ NUM_ SKILL_GROUPS An invalid NumSkillGroups value was 39

provided.

E_CTI_INVALID_ NUM_LINES An invalid NumLines value was provided. 40

E_CTI_INVALID_ LINE_TYPE An invalid LineType value was provided. 41

E_CTI_INVALID_ ALLOCATION_STATE An invalid AllocationState value was provided. 42

E_CTI_INVALID_ ANSWERING_ MACHINE An invalid AnsweringMachine value was 43

provided.

E_CTI_INVALID_ CALL_MANNER_ TYPE An invalid CallMannerType value was 44

provided.

E_CTI_INVALID_ CALL_PLACEMENT_ TYPE An invalid CallPlacementType value was 45

provided.

E_CTI_INVALID_ CONSULT_ TYPE An invalid ConsultType value was provided. 46

E_CTI_INVALID_ FACILITY_ TYPE An invalid FacilityType value was provided. 47

E_CTI_INVALID_ MSG_TYPE_ FOR_ The provided MessageType is invalid for the 48

VERSION opened protocol version.

E_CTI_INVALID_ TAG_FOR_ VERSION A floating field tag value is invalid for the 49
opened protocol version.

E_CTI_INVALID_ AGENT_WORK_ MODE An invalid AgentWorkMode value was 50

provided.

E_CTI_INVALID_ CALL_OPTION An invalid call option value was provided. 51

E_CTI_INVALID_ DESTINATION_ COUNTRY An invalid destination country value was 52

provided.

E_CTI_INVALID_ ANSWER_DETECT_ MODE An invalid answer detect mode value was 53

provided.

E_CTI_MUTUALLY_ EXCLUS_DEVICEID_ A peripheral monitor request may not specify 54

TYPES both a call and a device.

E_CTI_INVALID_ MONITORID An invalid monitorID value was provided. 55

E_CTI_SESSION_ MONITOR_ A requested session monitor was already 56

ALREADY_EXISTS created.

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Failure Indication Message Status Codes

Status Code Description Value

E_CTI_SESSION_ MONITOR_IS_ CLIENTS A client may not monitor its own session. 57

E_CTI_INVALID_ CALL_CONTROL_ MASK An invalid call control mask value was 58

provided.

E_CTI_INVALID_ FEATURE_MASK An invalid feature mask value was provided. 59

E_CTI_INVALID_ TRANSFER_ An invalid transfer conference setup mask 60

CONFERENCE_ SETUP_MASK value was provided.

E_CTI_INVALID_ ARRAY_INDEX An invalid named array index value was 61

provided.

E_CTI_INVALID_ CHARACTER An invalid character value was provided. 62

E_CTI_CLIENT_NOT_FOUND There is no open session with a matching 63

ClientID.

E_CTI_SUPERVISOR_NOT_FOUND The agent’s supervisor is unknown or does not 64

have an open CTI session.

E_CTI_TEAM_NOT_ FOUND The agent is not a member of an agent team. 65

E_CTI_NO_CALL_ ACTIVE The specified agent does not have an active 66

call.

E_CTI_NAMED_ VARIABLE_NOT_ The specified named variable is not configured 67

CONFIGURED in the Unified CCE.

E_CTI_NAMED_ ARRAY_NOT_ The specified named array is not configured in 68

CONFIGURED the Unified CCE.

E_CTI_INVALID_ CALL_VARIABLE_ MASK The specified call variable mask in not valid. 69

E_CTI_ELEMENT_ NOT_FOUND An internal error occurred manipulating a 70

named variable or named array element.

E_CTI_INVALID_ DISTRIBUTION_TYPE The specified distribution type is invalid. 71

E_CTI_INVALID_ SKILL_GROUP The specified skill group is invalid. 72

E_CTI_TOO_MUCH_ DATA The total combined size of named variables 73

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

E_CTI_VALUE_TOO_LONG The value of the specified named variable or 74

named array element exceeds the maximum
permissible length.

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Status Code Description Value

E_CTI_SCALAR_ FUNCTION_ON_ ARRAY A NamedArray was specified with a 75
NamedVariable tag.

E_CTI_ARRAY_ FUNCTION_ON_ SCALAR A NamedVariable was specified with a 76

NamedArray tag.

E_CTI_INVALID_ NUM_NAMED_ The value in the NumNamedVariables field is 77

VARIABLES different than the number of NamedVariable
floating fields in the message.

E_CTI_INVALID_ NUM_NAMED_ ARRAYS The value in the NumNamedArrays field is 78

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_ PARTY_DISPOSITION The called party disposition is invalid. 81

E_CTI_INVALID_ SUPERVISORY_ ACTION The supervisory action is invalid. 82

E_CTI_AGENT_ TEAM_MONITOR_ The agent team monitor already exists. 83

ALREADY_EXISTS

E_CTI_INVALID_ SERVICE The ServiceNumber or ServiceID value is 84

invalid.

E_CTI_SERVICE_ CONFLICT The ServiceNumber and ServiceID values 85

given represent different services.

E_CTI_SKILL_ GROUP_CONFLICT The SkillGroupNumber/SkillGroupPriority and 86

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_ ALREADY_EXISTS Monitor already exists. 89

E_CTI_MONITOR_ TERMINATED Monitor has terminated. 90

E_CTI_INVALID_ TASK_MSG_MASK The task msg mask is invalid. 91

E_CTI_SERVER_NOT_MASTER The server is a standby server. 92

E_CTI_INVALID_CSD The CSD Specified is invalid (Unified CCX 93

Only).

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SystemEventID Values

Status Code Description Value

E_CTI_JTAPI_CCM_ PROBLEM Indicates a JTAPI or Unified CM problem. 94

E_INVALID_CONFIG_ MSG_MASK Indicates a bad config mask in OPEN_REQ. 95

E_CTI_AUTO_ CONFIG_RESET Indicates a configuration change (Unified CCX 96

only).

E_CTI_INVALID_ MONITOR_STATUS Indicates an invalid monitor. 97

E_CTI_INVALID_ REQUEST_TYPE Indicates an invalid request ID type. 98

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

Table 1: SystemEventID Values

SystemEventID Description Value

SYS_CENTRAL_ CONTROLLER_ONLINE The PG has resumed communication with the 1
Unified CCE Central Controller.

SYS_CENTRAL_ CONTROLLER_OFFLINE The PG is unable to communicate with the 2

Unified CCE Central Controller.

SYS_PERIPHERAL_ ONLINE A peripheral monitored by the PG has gone 3

online. SystemEventArg1 contains the
PeripheralID of the peripheral.

SYS_PERIPHERAL_ OFFLINE A peripheral monitored by the PG has gone 4

offline. SystemEventArg1 contains the
PeripheralID of the peripheral.

SYS_TEXT_FYI Broadcast of informational “text” floating field. 5

SYS_PERIPHERAL_ GATEWAY_OFFLINE The CTI Server is unable to communicate with 6

the Unified CCE Peripheral Gateway.

SYS_CTI_SERVER_ OFFLINE The local software component is unable to 7

communicate with the CTI Server.

SYS_CTI_SERVER_ ONLINE The local software component has resumed 8

communication with the CTI Server.

SYS_HALF_HOUR_ CHANGE The Unified CCE Central Controller time has 9

changed to a new half hour.

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Special Values

SystemEventID Description Value

SYS_INSTRUMENT_ OUT_OF_SERVICE An Enterprise Agent device target has been 10
removed from service. SystemEventArg1
contains the PeripheralID of the peripheral, and
SystemEventText contains the AgentInstrument
that was removed from service.

SYS_INSTRUMENT_ BACK_IN_SERVICE An Enterprise Agent device target has been 11

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.

Table 2: Special Values

Constant Description Value

MAX_NUM_CTI_ CLIENTS The maximum number of CTI clients that can be in 16
a message list.

MAX_NUM_ PARTIES The maximum number of conference call parties that 16

can be in a message list.

MAX_NUM_ DEVICES The maximum number of call devices that can be in 16

a message list.

MAX_NUM_ CALLS The maximum number of calls that can be in a 16

message list.

MAX_NUM_ SKILL_GROUPS The maximum number of skill group fields that can 20
be in a message list.

MAX_NUM_LINES The maximum number of teleset line fields that can 10

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

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Tag Values

Constant Description Value

NULL_CALLTYPE Indicates that no CallType is supplied. 0xFFFF

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

Table 3: Tag Values

Floating Field Tag Using Messages Value

CLIENT_ID_TAG OPEN_REQ 1

CLIENT_PASSWORD_ TAG OPEN_REQ 2

CLIENT_SIGNATURE_ TAG OPEN_REQ, AGENT_STATE_EVENT 3

AGENT_EXTENSION_ TAG OPEN_REQ, OPEN_CONF, 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

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

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Floating Field Tag Using Messages Value

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

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

CTI_CLIENT_ SIGNATURE_TAG BEGIN_CALL_EVENT, 23

CALL_DATA_UPDATE_EVENT,
SNAPSHOT_CALL_CONF

CTI_CLIENT_ TIMESTAMP_TAG BEGIN_CALL_EVENT, 24

CALL_DATA_UPDATE_EVENT,
SNAPSHOT_CALL_CONF

CONNECTION_ DEVID_ TAG Any CALL EVENT message, most CLIENT 25

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

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Floating Field Tag Using Messages Value

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

RELEASING_DEVID_ TAG CALL_CONNECTION_ CLEARED_EVENT 33

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

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Tag Values

Floating Field Tag Using Messages Value

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_ DEVID_TAG CALL_DATA_UPDATE_EVENT, 47

CONFERENCE_CALL_CONF,
CONSULTATION_CALL_CONF,
MAKE_CALL_CONF,
TRANSFER_CALL_CONF

TRUNK_USED_ DEVID_ TAG CALL_REACHED_NETWORK_ EVENT 48

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_ TYPE_TAG SNAPSHOT_CALL_CONF, 57

SNAPSHOT_DEVICE_CONF

CALL_CONN_DEVID_ TAG SNAPSHOT_CALL_CONF, 58

SNAPSHOT_DEVICE_CONF

CALL_DEVID_TYPE_ TAG SNAPSHOT_CALL_CONF 59

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Tag Values

Floating Field Tag Using Messages Value

CALL_DEVID_TAG SNAPSHOT_CALL_CONF 60

CALL_DEV_CONN_ STATE_TAG SNAPSHOT_CALL_CONF 61

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_ PRIORITY_TAG CALL_QUEUED_EVENT, 64

CALL_DEQUEUED_EVENT,
QUERY_AGENT_STATE_CONF

SKILL_GROUP_ STATE_ TAG QUERY_AGENT_STATE_CONF 65

OBJECT_NAME_TAG CLIENT_EVENT_REPORT 66

DTMF_STRING_TAG SEND_DTMF_SIGNAL_REQ 67

POSITION_ID_TAG SET_AGENT_STATE_REQ 68

SUPERVISOR_ID_TAG SET_AGENT_STATE_REQ 69

LINE_HANDLE_TAG QUERY_DEVICE_INFO_CONF 70

LINE_TYPE_TAG QUERY_DEVICE_INFO_CONF 71

ROUTER_CALL_KEY_ DAY_TAG BEGIN_CALL_EVENT, CALL_ 72

DATA_UPDATE_EVENT, CALL_
TRANSLATION_ROUTE_EVENT,
SNAPSHOT_CALL_ CONF

ROUTER_CALL_KEY_ CALLID_TAG BEGIN_CALL_EVENT, CALL_ 73

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

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Floating Field Tag Using Messages Value

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

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

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Tag Values

Floating Field Tag Using Messages Value

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

CALL_CONTROL_ TABLE_TAG MAKE_CALL_REQ, 84

MAKE_PREDICTIVE_CALL_REQ,

SUPERVISOR_ INSTRUMENT_TAG SUPERVISE_CALL_REQ 85

ATC_AGENT_ID_TAG AGENT_TEAM_CONFIG_EVENT 86

AGENT_FLAGS_TAG AGENT_TEAM_CONFIG_EVENT 87

ATC_AGENT_STATE_ TAG AGENT_TEAM_CONFIG_EVENT 88

ATC_STATE_ DURATION_TAG AGENT_TEAM_CONFIG_EVENT 89

AGENT_ CONNECTION_DEVID_ TAG SUPERVISE_CALL_REQ 90

SUPERVISOR_ CONNECTION_ 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_ NUMBER_TAG SET_CALL_DATA_REQ, 95

CALL_DATA_UPDATE_EVENT

CUSTOMER_ ACCOUNT_NUMBER_TAG SET_CALL_DATA_REQ, 96

CALL_DATA_UPDATE_EVENT

APP_PATH_ID_TAG OPEN_REQ 97

SCRIPT_SELECTOR_TAG SNAPSHOT_TASK_RESP 99

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Tag Values

Floating Field Tag Using Messages Value

APPLICATION_STRING1_TAG SNAPSHOT_TASK_RESP 100

APPLICATION_STRING2_TAG SNAPSHOT_TASK_RESP 101

ROUTER_CALL_KEY_SEQUENCE_NUM_TAG AGENT_LEGACY_PRE_CALL_EVENT, 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_ NUMBER_TAG CALL_DELIVERED_EVENT, 122

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

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_ TARGET_ID_TAG CONFIG_SERVICE_EVENT 132

PERIPHERAL_NAME_ TAG CONFIG_SERVICE_EVENT, 133

CONFIG_SKILL_GROUP_EVENT,
CONFIG_AGENT_EVENT,
CONFIG_DIALED_NUMBER_ EVENT

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Floating Field Tag Using Messages Value

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_ PRIORITY_TAG CONFIG_SKILL_GROUP_EVENT 136

FIRST_NAME_TAG CONFIG_AGENT_EVENT 137

LAST_NAME_TAG CONFIG_AGENT_EVENT 138

SKILL_GROUP_TAG CONFIG_AGENT_EVENT 139

AGENT_SKILL_ TARGET_ID_TAG CONFIG_AGENT_EVENT 141

SERVICE_TAG CONFIG_DIALED_NUMBER_ EVENT 142

Reserved 143-149

DURATION_TAG AGENT_STATE_EVENT 150

Reserved 151-172

EXTENSION_TAG CONFIG_SKILL_GROUP_EVENT, 173

CONFIG_SERVICE_EVENT,
CONFIG_AGENT_EVENT,CONFIG_DEVICE_EVENT

SERVICE_LEVEL_ THRESHOLD_TAG CONFIG_SERVICE_EVENT 174

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_TAG CONFIG_KEY_EVENT, 178

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

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Floating Field Tag Using Messages Value

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_ TARGET_ID_TAG CONFIG_AGENT_EVENT 185

NUM_SERVICE_ MEMBERS_TAG CONFIG_SERVICE_EVENT 186

SERVICE_MEMBER_ TAG CONFIG_SERVICE_EVENT 187

SERVICE_PRIORITY_ TAG CONFIG_SERVICE_EVENT 188

AGENT_TYPE_TAG CONFIG_AGENT_EVENT 189

LOGIN_ID_TAG CONFIG_AGENT_EVENT 190

NUM_SKILLS_TAG CONFIG_AGENT_EVENT 191

SKILL_GROUP_SKILL_TARGET_ID_TAG CONFIG_SKILL_GROUP_EVENT 192

SERVICE_ID_TAG CONFIG_DEVICE_EVENT 193

AGENT_ID_LONG_ TAG OPEN_REQ, OPEN_REQ, 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

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Tag Values

Floating Field Tag Using Messages Value

DEVICEID_TAG ROUTE_REQUEST_EVENT 199

TIMEOUT_TAG ROUTE_REQUEST_EVENT 200

CURRENT_ROUTE_ TAG ROUTE_REQUEST_EVENT 201

SECONDARY_ CONNECTION_CALL_ ID CALL_DELIVERED_EVENT 202

PRIORITY_QUEUE_ NUMBER_TAG CALL_QUEUED_EVENT 203

TEAM_NAME_TAG TEAM_CONFIG_EVENT 204

MEMBER_TYPE_TAG TEAM_CONFIG_EVENT 205

EVENT_DEVICE_ID_ TAG SYSTEM_EVENT 206

LOGIN_NAME_TAG (V11) CONFIG_AGENT_EVENT 207

PERIPHERAL_ID_TAG (V11) CONFIG_AGENT_EVENT, 208

CONFIG_SERVICE_EVENT,
CONFIG_SKILL_GROUP_EVENT,
CONFIG_DEVICE_EVENT

CALL_TYPE_KEY_ CONFIG_TAG (V11) CONFIG_KEY_EVENT 209

CALL_TYPE_ID_TAG (V11) AGENT_PRE_CALL_EVENT, 210

CONFIG_CALL_TYPE_EVENT,
SET_APP_DATA

CUSTOMER_ DEFINITION_ID_TAG (V11) CONFIG_CALL_TYPE_EVENT 211

ENTERPRISE_NAME_ TAG (V11) CONFIG_CALL_TYPE_EVENT 212

CONFIG_MRD_EVENT

CUR_PERIPHERAL_ NUMBER_TAG CONFIG_SKILL_GROUP_EVENT, 213

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

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Floating Field Tag Using Messages Value

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_ STATUS_TAG SNAPSHOT_DEVICE_CONF 218

REQUESTING_ DEVICE_ID_TAG CALL_CLEAR_CONNECTION_REQ 219

REQUESTING_ DEVICE_ID_ TYPE_TAG CALL_CLEAR_CONNECTION_REQ 220

PRE_CALL_INVOKE_ ID_TAG AGENT_PRE_CALL_EVENT, 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_ CONTROL_TAG OPEN_CONF 224

NETWORK_ CONTROLLED_TAG ROUTE_SELECT_EVENT 225

Used 226-227

NUM_PERIPHERALS_ TAG OPEN_CONF 228

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Floating Field Tag Using Messages Value

COC_CONNECTION_ CALL_ID_TAG CALL_SERVICE_INITIATED_ EVENT, 229
ROUTE_REQUEST_EVENT, SNAPSHOT
_CALL_CONF

COC_CONNECTION_ DEVICE_ID_TYPE_ CALL_SERVICE_INITIATED_ EVENT, 230

TAG ROUTE_REQUEST_EVENT, SNAPSHOT
_CALL_CONF

COC_CONNECTION_ DEVICE_ID_TAG CALL_SERVICE_INITIATED_ EVENT, 231

ROUTE_REQUEST_EVENT, SNAPSHOT
_CALL_CONF

CALL_ORIGINATED_ FROM_TAG SET_CALL_DATA_REQ 232

SET_APPDATA_CALLID_TAG 233

CLIENT_SHARE_KEY_TAG 234

AGENT_TEAM_NAME_TAG AGENT_TEAM_CONFIG_EVENT 243

DIRECTION_TAG AGENT_STATE_EVENT 244

OPTIONS_TAG ROUTE_REQUEST_EVENT (internal use 245

only for ACMI PIM)

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)

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AgentState Values

Floating Field Tag Using Messages Value

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 (internal 255

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

FLT_ICM_DISP_TAG MEDIA_LOGOUT_IND 259

FLT_APP_DISP_TAG MEDIA_LOGOUT_IND 260

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

Table 4: AgentState Values

State Name Description Value

AGENT_STATE_ LOGIN The agent has logged on to the ACD. It does not 0
necessarily indicate that the agent is ready to
accept calls.

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PGStatusCode Values

State Name Description Value

AGENT_STATE_ LOGOUT The agent has logged out of the ACD and cannot 1
accept any additional calls.

AGENT_STATE_ NOT_ READY The agent is unavailable for any call work. 2

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

AGENT_STATE_ TALKING The agent is currently talking on a call (inbound, 4

outbound, or inside).

AGENT_STATE_ WORK_NOT_READY The agent is performing after call work, but will 5
not be ready to receive a call when completed.

AGENT_STATE_ WORK_ READY The agent is performing after call work, and will 6
be ready to receive a call when completed.

AGENT_STATE_ BUSY_ OTHER The agent is busy performing a task associated 7

with another active SkillGroup.

AGENT_STATE_ RESERVED The agent is reserved for a call that will arrive at 8
the ACD shortly.

AGENT_STATE_ UNKNOWN The agent state is currently unknown. 9

AGENT_STATE_ HOLD The agent currently has all calls on hold. 10

AGENT_STATE_ ACTIVE The agent state is currently active. 11

AGENT_STATE_ PAUSED The agent state is currently paused. 12

AGENT_STATE_ INTERRUPTED The agent state is currently interrupted. 13

AGENT_STATE_NOT_ACTIVE The agent state is currently not active. 14

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

Table 5: PGStatusCode Values

PGStatus Description Mask Value

PGS_OPC_DOWN Communication lost between the CTI Server and the 0x00000001
PG’s Open Peripheral Controller (OPC) process. No call
or agent state event messages can be sent due to this
condition.

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 Constants and Status Codes
PeripheralType Values

PGStatus Description Mask Value

PGS_CC_DOWN Communication lost between the PG and the Unified 0x00000002
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 monitored by the PG are 0x00000004

offline.

PGS_CTI_SERVER_OFFLINE Loss of communication between the CTI Server and the 0x00000008
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 by a software layer 0x00000010

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 6: PeripheralType Values

Peripheral Type Description Value

PT_NONE Not Applicable 0xffff

PT_ASPECT Aspect Call Center ACD 1

PT_MERIDIAN Northern Telecom Meridian ACD 2

PT_G2 Lucent G2 3

PT_DEFINITY_ECS_ NON_EAS Lucent DEFINITY ECS (without Expert Agent Selection) 4

PT_DEFINITY_ECS_ EAS Lucent DEFINITY ECS (with Expert Agent Selection) 5

PT_GALAXY Obsolete 6

PT_SPECTRUM Obsolete 7

PT_VRU VRU (event type interface) 8

PT_VRU_POLLED VRU (polled type interface) 9

PT_DMS100 Obsolete 10

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LocalConnectionState Values

Peripheral Type Description Value

PT_SIEMENS_9006 Siemens Hicom ACD (9006) 11

PT_SIEMENS_9005 Siemens 9751 CBX Release 9005 (Rolm 9005) 12

PT_ALCATEL Alcatel 4400 ACD 13

PT_NEC_NEAX_2x00 Obsolete 14

PT_ ACP_1000 Ericsson ACP1000 15

PT_ SYMPOSIUM Avaya Aura 16

PT_ENTERPRISE_ AGENT Unified CCE Manager 17

PT_MD110 Ericsson MD-110 18

PT_MEDIA_ROUTING Media Routing 19

PT_GENERIC Generic 20

PT_ACMI_CRS A Gateway PG over Unified CCX 21

PT_ACMI_IPCC A Gateway PG over Unified CCE or Unified CCX 22

PT_SIMPLIFIED_IPCC A system using the System PG 23

PT_ARS A system using the ARS PG 24

PT_ACMI_ERS A system using the ERS PG 25

PT_ACMI_EXPERT_ADVISOR Obsolete 26

{reserved} 27

LocalConnectionState Values
This table shows the LocalConnectionState values.

Table 7: LocalConnectionState values

LocalConnectionState Description Value

LCS_NONE Not applicable 0xffff

LCS_NULL No relationship between call and device. 0

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EventCause Values

LocalConnectionState Description Value

LCS_INITIATE Device requesting service (“dialing”). 1

LCS_ALERTING Device is alerting (“ringing”). 2

LCS_CONNECT Device is actively participating in the call. 3

LCS_HOLD Device is inactively participating in the call. 4

LCS_QUEUED Device is stalled attempting to connect to a call, or a call is 5

stalled attempting to connect to a device.

LCS_FAIL A device-to-call or call-to-device connection attempt has been 6

aborted.

EventCause Values
These tables show the EventCause values.

Table 8: 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

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EventCause Values

EventCause Value
CEC_CAMP_ON 12

CEC_DEST_NOT_OBTAINABLE 13

CEC_DO_NOT_DISTURB 14

CEC_INCOMPATIBLE_DESTINATION 15

CEC_INVALID_ACCOUNT_CODE 16

CEC_KEY_CONFERENCE 17

CEC_LOCKOUT 18

CEC_MAINTENANCE 19

CEC_NETWORK_CONGESTION 20

CEC_NETWORK_NOT_OBTAINABLE 21

CEC_NEW_CALL 22

CEC_NO_AVAILABLE_AGENTS 23

CEC_OVERRIDE 24

CEC_PARK 25

CEC_OVERFLOW 26

CEC_RECALL 27

CEC_REDIRECTED 28

CEC_REORDER_TONE 29

CEC_RESOURCES_NOT_AVAILABLE 30

CEC_SILENT_MONITOR 31

CEC_TRANSFER 32

CEC_TRUNKS_BUSY 33

CEC_VOICE_UNIT_INITIATOR 34

CEC_TIME_OUT 35

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EventCause Values

EventCause Value
CEC_NEW_CALL_INTERFLOW 36

CEC_SIMULATION_INIT_REQUEST 37

CEC_SIMULATION_RESET_REQUEST 38

CEC_CTI_LINK_DOWN 39

CEC_PERIPHERAL_RESET_REQUEST 40

CEC_MD110_CONFERENCE_TRANSFER 41

CEC_REMAINS_IN_Q 42

CEC_SUPERVISOR_ASSIST 43

CEC_EMERGENCY_CALL 44

CEC_SUPERVISOR_CLEAR 45

CEC_SUPERVISOR_MONITOR 46

CEC_SUPERVISOR_WHISPER 47

CEC_SUPERVISOR_BARGE_IN 48

CEC_SUPERVISOR_INTERCEPT 49

CEC_CALL_PARTY_UPDATE_IND 50

CEC_CONSULT 51

CEC_NIC_CALL_CLEAR 52

Extended Call Cleared Event Causes

EventCause Value
CECX_ABAND_NETWORK 1001

CECX_ABAND_LOCAL_QUEUE 1002

CECX_ABAND_RING 1003

CECX_ABAND_DELAY 1004

CECX_ABAND_INTERFLOW 1005

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EventCause Values

EventCause Value
CECX_ABAND_AGENT_TERMINAL 1006

CECX_SHORT 1007

CECX_BUSY 1008

CECX_FORCED_BUSY 1009

CECX_DROP_NO_ANSWER 1010

CECX_DROP_BUSY 1011

CECX_DROP_REORDER 1012

CECX_DROP_HANDLED_PRIMARY_ROUTE 1013

CECX_DROP_HANDLED_OTHER 1014

CECX_REDIRECTED 1015

CECX_CUT_THROUGH 1016

CECX_INTRAFLOW 1017

CECX_INTERFLOW 1018

CECX_RING_NO_ANSWER 1019

CECX_INTERCEPT_REORDER 1020

CECX_INTERCEPT_DENIAL 1021

CECX_TIME_OUT 1022

CECX_VOICE_ENERGY 1023

CECX_NONCLASSIFIED_ENERGY_DETECT 1024

CECX_NO_CUT_THROUGH 1025

CECX_UABORT 1026

CECX_FAILED_SOFTWARE 1027

CECX_BLIND_TRANSFER 1028

CECX_ANNOUNCED_TRANSFER 1029

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EventCause Values

EventCause Value
CECX_CONFERENCED 1030

CECX_DUPLICATE_TRANSFER 1031

CECX_UNMONITORED_DEVICE 1032

CECX_ANSWERING_MACHINE 1033

CECX_NETWORK_BLIND_TRANSFER 1034

CECX_TASK_ABANDONED_IN_ROUTER 1035

CECX_TASK_ABANDONED_BEFORE_OFFERED 1036

CECX_TASK_ABANDONED_WHILE_OFFERED 1037

CECX_NORMAL_END_TASK 1038

CECX_CANT_OBTAIN_TASK_ID 1039

CECX_AGENT_LOGGED_OUT_DURING_TASK 1040

CECX_MAX_TASK_LIFETIME_EXCEEDED 1041

CECX_APPLICATION_PATH_WENT_DOWN 1042

CECX_ICM_ROUTING_COMPLETE 1043

CECX_ICM_ROUTING_DISABLED 1044

CECX_APPL_INVALID_MRD_ID 1045

CECX_APPL_INVALID_DIALOGUE_ID 1056

CECX_APPL_DUPLICATE_DIALOGUE_ID 1047

CECX_APPL_INVALID_INVOKE_ID 1048

CECX_APPL_INVALID_SCRIPT_SELECTOR 1049

CECX_APPL_TERMINATE_DIALOGUE 1050

CECX_TASK_ENDED_DURING_APP_INIT 1051

CECX_CALLED_PARTY_DISCONNECTED 1052

CECX_PARTIAL_CALL 1053

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DeviceIDType Values

EventCause Value
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 9: DeviceIDType Values

Device ID Type Description Value

DEVID_NONE No device ID is provided. 0xffff

DEVID_DEVICE_IDENTIFIER The provided device ID identifies a 0

peripheral teleset (extension).

DEVID_TRUNK_IDENTIFIER The provided device ID identifies a 70

peripheral Trunk.

DEVID_TRUNK_GROUP_ IDENTIFIER The provided device ID identifies a 71

peripheral Trunk Group.

DEVID_IP_PHONE_MAC_ IDENTIFIER The provided device ID identifiers the 72

MAC address of an IP phone (Unified CCX
ONLY).

DEVID_CTI_PORT The provided device ID identifiers a CTI 73

PORT (Unified CCX ONLY).

DEVID_ROUTE_POINT The provided device ID identifies a 74

ROUTE POINT.

DEVID_EXTERNAL The provided device ID is an ANI number 75

or some other external identifier.

DEVID_AGENT_DEVICE The provided device ID is the ID of an 76

AGENT Device (phone).

DEVID_QUEUE The provided device ID is the ID of a 77

QUEUE.

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CallType Values

DEVID_NON_ACD_DEVICE_ The provided device ID identifies a 78

IDENTIFIER peripheral telset (extension) that is
classified as being a non-ACD extension.

DEVID_SHARED_DEVICE_ The provided device ID identifies a 79

IDENTIFIER 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 10: CallType Values

CallType Description Value

CALLTYPE_ACD_IN Inbound ACD call. 1

CALLTYPE _PREROUTE_ ACD_IN Translation routed inbound ACD call. 2

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

CALLTYPE _OUT Outbound call. 9

CALLTYPE _AGENT_INSIDE Agent inside call. 10

CALLTYPE _OFFERED Blind transferred call. 11

CALLTYPE _CONSULT Consult call. 12

CALLTYPE _CONSULT_ OFFERRED Announced transferred call. 13

CALLTYPE _CONSULT_ CONFERENCE Conferenced consult call. 14

CALLTYPE _CONFERENCE Conference call. 15

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CallType Values

CallType Description Value

CALLTYPE_UNMONITORED Inside or outbound call for which no 16
call events will be received.

CALLTYPE_PREVIEW Automatic out call in which the agent 17

is given the option to proceed to dial a
contact.

CALLTYPE_RESERVATION Call made to reserve an agent for some 18

other function.

CALLTYPE_ASSIST Call to supervisor for assistance. 19

CALLTYPE_EMERGENCY Emergency call. 20

CALLTYPE_SUPERVISOR_ MONITOR Supervisor silently monitoring call. 21

CALLTYPE_SUPERVISOR_ WHISPER Supervisor monitoring call, agent can 22

hear supervisor.

CALLTYPE_SUPERVISOR_ BARGEIN Supervisor conferenced into call. 23

CALLTYPE_SUPERVISOR_ INTERCEPT Supervisor replaces agent on call. 24

CALLTYPE_TASK_ROUTED_BY_ICM Task routed by Unified CCE 25

CALLTYPE_TASK_ROUTED_BY_APPLICATION Task routed by application 26

CALLTYPE_NON_ACD Agent call that is a non-ACD routed 27

call.

RESERVATION_PREVIEW Call type for Outbound Option 27

Reservation calls for Preview mode.

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.

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ConnectionDeviceIDType Values

CallType Description Value

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 by 40

AGENT_GREETING_CONTROL_REQ.

CALLTYPE_VOICE_CALL_BACK Voice callback using the Agent 41

Request API.

ConnectionDeviceIDType Values
This table shows the possible ConnectionDeviceIDType values.

Table 11: ConnectionDeviceIDType Values

ConnectionDevice IDType Description Value

CONNECTION_ID_ NONE No ConnectionDeviceID is provided. 0xffff

CONNECTION_ID_ STATIC The ConnectionDeviceID value is stable over time 0

(between calls).

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LineType Values

CONNECTION_ID_ DYNAMIC The ConnectionDeviceID value is dynamic and may 1

change between calls.

LineType Values
This table shows the possible LineType values.

Table 12: LineType Values

LineType Description Value

LINETYPE_INBOUND_ ACD Line used for inbound ACD calls. 0

LINETYPE_OUTBOUND_ACD Line used for outbound ACD calls. 1

LINETYPE_INSIDE Line used for inside calls. 2

LINETYPE_UNKNOWN Line used for any purpose. 3

LINETYPE_SUPERVISOR Line used for supervisor calls. 4

LINETYPE_MESSAGE Line used for voice messages. 5

LINETYPE_HELP Line used for assistance. 6

LINETYPE_OUTBOUND Line used for outbound non-ACD calls. 7

LINETYPE_DID Line used for direct inward dialed calls. 8

LINETYPE_SILENT_ MONITOR Line used for silent monitor. 9

LINETYPE_NON_ACD_IN Line used for inbound non-ACD calls. 10

LINETYPE_NON_ACD_OUT Line used for outbound non-ACD calls. 11

ControlFailureCode Values
This table shows the possible ControlFailureCode values.

Table 13: ControlFailureCode Values

FailureCode Description Value

CF_GENERIC_UNSPECIFIED An error has occurred that is not one of the following 0
error types.

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ControlFailureCode Values

FailureCode Description Value

CF_GENERIC_OPERATION An operation error occurred (no specific details 1
available).

CF_REQUEST_ INCOMPATIBLE_WITH_ The request is not compatible with the object. 2

OBJECT

CF_VALUE_OUT_OF_ RANGE The parameter has a value that is not in the range 3
defined for the server.

CF_OBJECT_NOT_KNOWN The parameter has a value that is not known to the 4

server.

CF_INVALID_CALLING_ DEVICE The calling device is invalid. 5

CF_INVALID_CALLED_ DEVICE The called device is invalid 6

CF_INVALID_FORWARDING_ The forwarding destination device is invalid. 7

DESTINATION

CF_PRIVILEGE_VIOLATION_ The specified device is not authorized for the service. 8

ON_SPECIFIED_DEVICE

CF_PRIVILEGE_VIOLATION_ The called device is not authorized for the service. 9

ON_CALLED_DEVICE

CF_PRIVILEGE_VIOLATION_ The calling device is not authorized for the service. 10

ON_CALLING_DEVICE

CF_INVALID_CSTA_CALL_ The call identifier is invalid. 11

IDENTIFIER

CF_INVALID_CSTA_DEVICE_ The device identifier is invalid. 12

IDENTIFIER

CF_INVALID_CSTA_ The connection identifier is invalid. 13

CONNECTION_IDENTIFIER

CF_INVALID_DESTINATION The request specified a destination that is invalid. 14

CF_INVALID_FEATURE The request specified a feature that is invalid. 15

CF_INVALID_ALLOCATION_ STATE The request specified an allocation state that is 16

invalid.

CF_INVALID_CROSS_REF_ID The request specified a cross- reference ID that is not 17

in use at this time.

CF_INVALID_OBJECT_TYPE The request specified an invalid object type. 18

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ControlFailureCode Values

FailureCode Description Value

CF_SECURITY_VIOLATION Security error (no specific details available). 19

CF_GENERIC_STATE_ The request is not compatible with the condition of 21

INCOMPATIBILITY a related device.

CF_INVALID_OBJECT_STATE The object is in the incorrect state for the request. 22

CF_INVALID_CONNECTION_ The active connection ID in the request is invalid. 23

ID_FOR_ACTIVE_CALL

CF_NO_ACTIVE_CALL There is no active call for the request. 24

CF_NO_HELD_CALL There is no held call for the request. 25

CF_NO_CALL_TO_CLEAR There is no call associated with the given connection 26

ID.

CF_NO_CONNECTION_TO_ CLEAR There is no call connection for the given connection 27

ID.

CF_NO_CALL_TO_ANSWER There is no alerting call to be answered. 28

CF_NO_CALL_TO_ COMPLETE There is no active call to be completed. 29

CF_GENERIC_SYSTEM_ The request failed due to lack of system resources 31

RESOURCE_AVAILABILITY (no specific details available).

CF_SERVICE_BUSY The service is temporarily unavailable. 32

CF_RESOURCE_BUSY An internal resource is busy. 33

CF_RESOURCE_OUT_OF_ SERVICE The service requires a resource that is out of service. 34

CF_NETWORK_BUSY The server sub-domain is busy. 35

CF_NETWORK_OUT_OF_ SERVICE The server sub-domain is out of service. 36

CF_ OVERALL_MONITOR_ The request would exceed the server’s overall 37

LIMIT_EXCEEDED resource limits.

CF_CONFERENCE_MEMBER_ The request would exceed the server’s limit on the 38

LIMIT_EXCEEDED number of conference members.

CF_ GENERIC_SUBSCRIBED_ The request failed due to lack of purchased or 41

RESOURCE_AVAILABILITY contracted resources (no specific details available).

CF_ OBJECT_MONITOR_ The request would exceed the server’s specific 42

LIMIT_EXCEEDED resource limits.

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ControlFailureCode Values

FailureCode Description Value

CF_ EXTERNAL_TRUNK_ The request would exceed the limit of external trunks. 43
LIMIT_EXCEEDED

CF_ OUTSTANDING_ The request would exceed the limit of outstanding 44

REQUEST_LIMIT_EXCEEDED requests.

CF_GENERIC_ PERFORMANCE_ The request failed as a performance management 51

MANAGEMENT mechanism (no specific details available).

CF_PERFORMANCE_LIMIT_ The request failed because a performance 52

EXCEEDED management limit was exceeded.

CF_ SEQUENCE_NUMBER_ VIOLATED The server has detected an error in the sequence 61
number of the operation.

CF_ TIME_STAMP_ VIOLATED The server has detected an error in the time stamp of 62
the operation.

CF_ PAC_VIOLATED The server has detected an error in the PAC of the 63
operation.

CF_ SEAL_VIOLATED The server has detected an error in the Seal of the 64
operation.

CF_ GENERIC_UNSPECIFIED_ The request has been rejected (no specific details 70
REJECTION available).

CF_ GENERIC_OPERATION_ The requested operation has been rejected (no specific 71
REJECTION details available).

CF_ DUPLICATE_ The request duplicated another request for the same 72
INVOCATION_REJECTION service.

CF_ UNRECOGNIZED_ The request specified an unrecognized operation. 73

OPERATION_REJECTION

CF_MISTYPED_ARGUMENT_ The request contained a parameter of the wrong type 74

REJECTION for the requested operation.

CF_ RESOURCE_LIMITATION_ The request would have exceeded a resource 75

REJECTION limitation.

CF_ ACS_HANDLE_ The request specified an ACS handle that is no longer 76

TERMINATION_REJECTION in use.

CF_ SERVICE_ The request failed because the required service has 77
TERMINATION_REJECTION been terminated.

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ControlFailureCode Values

FailureCode Description Value

CF_ REQUEST_TIMEOUT_ REJECTION The request failed because a timeout limit was 78
exceeded.

CF_REQUESTS_ON_DEVICE_ The request would have exceeded the limits of the 79

EXCEEDED_REJECTION device.

Extended Control Failure Codes

FailureCode Description Value

CF_INVALID_AGENT_ID_ The request specified an invalid AgentID. 256
SPECIFIED

CF_INVALID_PASSWORD_ The request specified an invalid agent password. 257

SPECIFIED

CF_INVALID_AGENT_ID_ The request specified an invalid AgentID and/or invalid 258

OR_PASSWORD_SPECIFIED agent password.

CF_SPECIFIED_AGENT_ The request failed because the specified agent is already 259
ALREADY_SIGNED_ON logged in.

CF_INVALID_LOGON_ The request specified an invalid logon device. 260

DEVICE_SPECIFIED

CF_INVALID_ANSWERING_ The request specified an invalid answering device. 261

DEVICE_SPECIFIED

CF_INVALID_SKILL_ The request specified an invalid agent skill group. 262

GROUP_SPECIFIED

CF_INVALID_CLASS_OF_ The request specified an invalid class of service. 263

SERVICE_SPECIFIED

CF_INVALID_TEAM_ SPECIFIED The request specified an invalid team. 264

CF_INVALID_AGENT_ WORKMODE The request specified an invalid agent work mode. 265

CF_INVALID_AGENT_ The request specified an invalid agent reason code. 266

REASON_CODE

CF_ADJUNCT_SWITCH_ A communication error occurred on the datalink between 267

COMM_ERROR the Unified CCE and the ACD.

CF_AGENT_NOT_PARTY_ The specified agent is not a party on the indicated call. 268
ON_CALL

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ControlFailureCode Values

FailureCode Description Value

CF_INTERNAL_ An internal error occurred in the ACD while processing 269
PROCESSING_ERROR the request.

CF_TAKE_CALL_CONTROL_ The ACD refused an Unified CCE request to take control 270
REJECTION of a call.

CF_TAKE_DOMAIN_ The ACD refused an Unified CCE request to take control 271
CONTROL_REJECTION of a domain.

CF_REQUESTED_SERVICE_ The Unified CCE is not registered on the ACD for the 272
NOT_REGISTERED requested service.

CF_INVALID_CONSULT_ TYPE The consult type is invalid. 273

CF_ANSMAP_OR_ The Ansmap or Asparam field are not valid. 274

ADPARAM_FIELD_NOT_VALID

CF_INVALID_CALL_ The call control table is invalid. 275

CONTROL_TABLE_ SPECIFIED

CF_INVALID_DIGITS_ 276
RNATIMEOUT_AMSDELAY_
OR_COUNTRY

CF_ANSWER_DETECT_ 277
PORT_UNAVAILABLE

CF_VIRTUAL_AGENT_ 278
UNAVAILABLE

CF_TAKEBACK_N_XFER_ 279
ROUTE_END

CF_WRAPUP_DATA_ REQUIRED 280

CF_REASON_CODE_ REQUIRED 281

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

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ControlFailureCode Values

FailureCode Description Value

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 unknown. 1001

CTRLR_ID

CF_INVALID_INTERFACE_ The Interface Controller type is invalid. 1002

CTRLR_TYPE

CF_SOFTWARE_REV_NO_ The current software revision is not supported. 1003

SUPPORTED

CF_UNKNOWN_PID The PeripheralID is unknown. 1004

CF_INVALID_TABLE_ SPECIFIED An invalid table was specified. 1005

CF_PD_SERVICE_INACTIVE The peripheral data service is not active. 1006

CF_UNKNOWN_ROUTING_ The RoutingClientID is unknown. 1007

CLIENT_ID

CF_RC_SERVICE_ INACTIVATE The routing client service is not active. 1008

CF_INVALID_DIALED_ NUMBER The dialed number is invalid. 1009

CF_INVALID_PARAMETER A parameter in the request is invalid. 1010

CF_UNKNOWN_ROUTING_ An unspecified error occurred during routing. 1011

PROBLEM

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AllocationState Values

FailureCode Description Value

CF_UNSUPPORTED_PD_ The requested peripheral data service protocol version is 1012
MESSAGE_REVISION not supported.

CF_UNSUPPORTED_RC_ The requested routing client service protocol version is 1013

MESSAGE_REVISION not supported.

CF_UNSUPPORTED_IC_ The requested interface controller service protocol version 1014

MESSAGE_REVISION is not supported.

CF_RC_SERVICE_ The peripheral interface is not active. 1015

INACTIVATE_PIM

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.

Table 14: AllocationState Values

AllocationState Description Value

ALLOC_CALL_ DELIVERED Connect call to originating device when call is delivered 0

(alerting).

ALLOC_CALL_ Connect call to originating device when call is established 1

ESTABLISHED (answered).

ForwardType Values
This table shows the ForwardType values.

Table 15: FowardType Values

ForwardType Description Value

FWT_IMMEDIATE Forward all calls. 0

FWT_BUSY Forward only when busy. 1

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TypeOfDevice Values

FWT_NO_ANS Forward after no answer. 2

FWT_BUSY_INT Forward on busy for internal 3

calls.

FWT_BUSY_EXT Forward on busy for external 4

calls.

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 16: TypeOfDevice Values

TypeOfDevice Description Value

DEVT_STATION A traditional telephone device, consisting of one or more 0
buttons and one or more lines.

DEVT_LINE A communications interface to one or more stations. 1

DEVT_BUTTON An instance of a call manipulation point at an individual 2

station.

DEVT_ACD A mechanism that distributes calls. 3

DEVT_TRUNK A device used to access other switching domains. 4

DEVT_OPERATOR A device that interacts with a call party to assist in call 5

setup or provide other telecommunications service.

DEVT_STATION_ GROUP Two or more stations used interchangeably or addressed 16

identically.

DEVT_LINE_GROUP A set of communications interfaces to one or more 17

stations.

DEVT_BUTTON_ GROUP Two or more instances of a call manipulation point at an 18

individual station.

DEVT_ACD_GROUP A call distributor device as well as the devices to which 19

it distributes calls.

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ClassOfDevice Values

TypeOfDevice Description Value

DEVT_TRUNK_ GROUP A set of trunks providing connectivity to the same place. 20
Individual trunks within the group may be used
interchangeably.

DEVT_OPERATOR_ GROUP Two or more operator devices used interchangeably or 21

addressed identically.

DEVT_CTI_PORT_ SCCP A CTI port on a Unified CM device. 22

DEVT_CTI_PORT_SIP A CTI port on a SIP device. 23

DEVT_OTHER A device that does not fall into any of the preceding 255
categories.

ClassOfDevice Values
This table shows the ClassOfDevice values.

Table 17: ClassOfDevice Values

ClassOfDevice Description Value

DEVC_OTHER A class of device not covered by the following image, data, or voice 10x
classes.

DEVC_IMAGE A device that is used to make digital data calls involving imaging 20x
or high speed circuit switched data in general.

DEVC_DATA A device that is used to make digital data calls (both circuit switched 40x
and packet switched).

DEVC_VOICE A device that is used to make audio calls. 80x

CallPlacementType Values
This table shows the CallPlacementType values.

Table 18: CallPlacementType Values

CallPlacementType Description Value

CPT_UNSPECIFIED Use default call placement. 0

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CallMannerType Values

CallPlacementType Description Value

CPT_LINE_CALL An inside line call. 1

CPT_OUTBOUND An outbound call. 2

CPT_OUTBOUND_NO_ ACCESS_CODE An outbound call that will not require an access code. 3

CPT_DIRECT_POSITION A call placed directly to a specific position. 4

CPT_DIRECT_AGENT A call placed directly to a specific agent. 5

CPT_SUPERVISOR_ASSIST A call placed to a supervisor for call handling 6

assistance.

CallMannerType Values
This table shows the CallMannerType values.

Table 19: CallMannerType Values

CallMannerType Description Value

CMT_UNSPECIFIED Use default call manner. 0

CMT_POLITE Attempt the call only if the originating device is idle. 1

CMT_BELLIGERENT The call should always be attempted, disconnecting any 2

currently active call.

CMT_SEMI_POLITE Attempt the call only if the originating device is idle or is 3

receiving dial tone.

CMT_RESERVED Reserved 4

CallOption Values
This table shows the CallOption values.

Table 20: CallOption Values

CallOption Description Value

COPT_UNSPECIFIED No call options specified, use defaults. 0

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ConsultType Values

COPT_CALLING_ AGENT_ONLINE Attempt the call only if the calling agent is “online” 1
(available to interact with the destination party).

COPT_CALLING_ AGENT_RESERVED Obsolete with DMS-100. 2

COPT_CALLING_ AGENT_NOT_ Obsolete with DMS-100. 3

RESERVED

COPT_CALLING_ AGENT_BUZZ_BASE Obsolete with DMS-100. 4

COPT_CALLING_ AGENT_BEEP_HSET Obsolete with DMS-100. 5

COPT_SERVICE_ CIRCUIT_ON Causes a call classifier to be applied to the call 6

(ACM ECS).

ConsultType Values
This table shows the ConsultType values.

Table 21: 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 22: 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

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AnsweringMachine Values

AnsweringMachine Values
This table shows the AnsweringMachine values.

Table 23: AnsweringMachine Values

AnsweringMachine Description Value

AM_UNSPECIFIED Use default behavior. 0

AM_CONNECT Connect call to agent when call is answered by an 1

answering machine.

AM_DISCONNECT Disconnect call when call is answered by an answering 2

machine.

AM_NONE Do not use answering machine detection. 3

AM_NONE_NO_ MODEM Do not use answering machine detection, but disconnect 4

call if answered by a modem.

AM_CONNECT_NO_MODEM Connect call when call is answered by an answering 5

machine, disconnect call if answered by a modem.

AnswerDetectMode Values
This table shows the AnswerDetectMode values.

Table 24: AnswerDetectMode Values

AnswerDetectMode Description Value

ADM_UNSPECIFIED Use default behavior. 0

ADM_VOICE_ THRESHOLD Report call answered by an answering machine when 1

initial voice duration exceeds time threshold.

ADM_VOICE_END Report call answered by an answering machine when 2

initial voice segment ends.

ADM_VOICE_END_ DELAY Report call answered by an answering machine after a 3

fixed delay following the end of the initial voice segment.

ADM_VOICE_AND_ BEEP Report call answered by an answering machine after a 4

beep tone following the end of the initial voice segment
(excluding beep tone without any preceding voice).

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AgentWorkMode Values

AnswerDetectMode Description Value

ADM_BEEP Report call answered by an answering machine after a 5
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 25: AgentWorkMode Values

AgentWorkMode Description Value

AWM_UNSPECIFIED Use default behavior. 0

AWM_AUTO_IN Agent automatically becomes available after 1

handling a call.

AWM_MANUAL_IN Agent must explicitly indicate availability after 2

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 26: DestinationCountry Values

DestinationCountry Description Value

DEST_UNSPECIFIED Unspecified or unknown, use default behavior. 0

DEST_US_AND_ CANADA Call destination is in the United States or Canada. 1

CTI Service Masks

This table shows the CTIService masks.

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CTI Service Masks

Table 27: CTI Service Masks

MaskName Description Value

CTI_SERVICE_ DEBUG Causes all messages exchanged during the 0x80000000
current session to be captured to a file for
later analysis.

CTI_SERVICE_ CLIENT_ EVENTS Client receives call and agent state change 0x00000001
events associated with a specific ACD
phone.

CTI_SERVICE_CALL_ DATA_UPDATE Client may modify call context data. 0x00000002

CTI_SERVICE_ CLIENT_CONTROL Client may control calls and agent states 0x00000004
associated with a specific ACD phone.

CTI_SERVICE_ CONNECTION_ MONITOR Establishment and termination of this 0x00000008

session cause corresponding Unified CCE
Alarm events to be generated.

CTI_SERVICE_ALL_ EVENTS Client receives all call and agent state 0x00000010
change events (associated with any ACD
phone).

CTI_SERVICE_ PERIPHERAL_ MONITOR Client may dynamically add and remove 0x00000020
devices and/or calls that it wishes to receive
call and agent state events for.

CTI_SERVICE_ CLIENT_MONITOR Client receives notification when all other 0x00000040

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

CTI_SERVICE_ SUPERVISOR Client may request supervisor services. 0x00000080

CTI_SERVICE_ SERVER Client identify itself as server application. 0x00000100

CTI_SERVICE_ AGENT_REPORTING Client may reporting/routing ARM(Agent 0x00000400

Reporting And Management) messages.

CTI_SERVICE_ALL_ TASK_EVENTS Client receives all task events. 0x00000800

CTI_SERVICE_ TASK_MONITOR Client receives monitored task events. 0x00001000

CTI_AGENT_STATE_CONTROL_ONLY Client can change agent state only. Call 0x00002000

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.

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Disposition Code Values

MaskName Description Value

Unused 0x00004000

CTI_DEVICE_STATE_CONTROL The client/server wishes to register and get 0x00008000

resource state change requests.

CTI_SERVICE_ UPDATE_EVENTS Requests that this client receive update 0x00080000

notification events. (No data)

CTI_SERVICE_ IGNORE_ DUPLICATE_ Request to suppress duplicate agent state 0x00100000

AGENT_EVENTS events.

CTI_SERVICE_ IGNORE_CONF Do not send confirmations for third party 0x00200000

requests.

CTI_SERVICE_ACD_ LINE_ONLY Request that events for non-ACD lines not 0x00400000
be sent. (Unified CCE only)

Disposition Code Values

This table shows the Disposition Code values.

Table 28: Disposition Code Values

Disposition Code Meaning

1 Abandoned in Network

2 Abandoned in Local Queue

3 Abandoned Ring

4 Abandoned Delay

5 Abandoned Interflow

6 Abandoned Agent Terminal

7 Short

8 Busy

9 Forced Busy

10 Disconnect/drop no answer

11 Disconnect/drop busy

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Disposition Code Values

12 Disconnect/drop reorder

13 Disconnect/drop handled primary route

14 Disconnect/drop handled other

15 Redirected

16 Cut Through

17 Intraflow

18 Interflow

19 Ring No Answer

20 Intercept reorder

21 Intercept denial

22 Time Out

23 Voice Energy

24 Non-classified Energy Detected

25 No Cut Through

26 U-Abort

27 Failed Software

28 Blind Transfer

29 Announced Transfer

30 Conferenced

31 Duplicate Transfer

32 Unmonitored Device

33 Answering Machine

34 Network Blind Transfer

35 Task Abandoned in Router

36 Task Abandoned Before Offered

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Disposition Code Values

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

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Agent Service Request Masks

63 Task Transfer

64 Application Disconnected

65 Task Transferred on Agent Logout

Agent Service Request Masks

This table shows the Agent Service Request masks.

Table 29: Agent Service Request Masks

DestinationCountry Description Value

OUTBOUND_SUPPORT The agent login can support outbound feature. 0x1

Silent Monitor Status Values

This table shows the Silent Monitor Status Values.

Table 30: Silent Monitor Status Values

DestinationCountry Description Value

SILENT_MONITOR_ NONE Normal call (non-silent monitor call). 0

SILENT_MONITOR_ INITIATOR Initiator of silent monitor call. 1

SILENT_MONITOR_ TARGET Monitor target of silent monitor call. 2

Agent Internal States Message Values

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

Table 31: Agent’s Internal States and their Status Values

State Name Description Value

AGENT_STATE_LOGIN The agent has logged on to the ACD. It does not 0

necessarily indicate that the agent is ready to accept calls.

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TaskState Values

AGENT_STATE_LOGOUT The agent has logged out of the ACD and cannot accept 1
any additional calls.

AGENT_STATE_NOT_READY The agent is unavailable for any call work. 2

AGENT_STATE_AVAILABLE The agent is ready to accept a call. 3

AGENT_STATE_TALKING The agent is currently talking on a call (inbound, 4

outbound, or inside).

AGENT_STATE_WORK_NOT_READY The agent is performing after call work, but will not be 5
ready to receive a call when completed.

AGENT_STATE_WORK_READY The agent is performing after call work, but will be ready 6
to receive a call when completed.

AGENT_STATE_BUSY_OTHER The agent is busy performing a task associated with 7

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 32: 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.

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 Constants and Status Codes
TaskState Values

State Name Description Value

TASK_STATE_NOT_READY Not used. 6

TASK_STATE_LOGGED_OUT Task is terminated. 7

CTI Server Message Reference Guide (Protocol Version 21) for Cisco Unified Contact Center Enterprise,
Release 11.6(1)
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