Cisco Cisco Computer Telephony Integration OS 8.5 Developer's Guide
6-18
CTI OS Developer’s Guide for Cisco Unified Contact Center Enterprise
Release 8.5(3)
Chapter 6 Event Interfaces and Events
ISessionEvents Interface
Remarks
The CIL uses this event to rectify the list of calls on a device when logging in after a failover, in case the
status of calls on the device changes during the failure period. An example of such a scenario is an agent
talking on a call on a hardphone and a CTI failure occurs. The agent hangs up the call before CTI is
recovered. Once CTI and the CIL recover, they use the snapshot to discover that the call it currently has
is no longer on the device. CTI then fires an EndCall event to remove the call from its call list.
status of calls on the device changes during the failure period. An example of such a scenario is an agent
talking on a call on a hardphone and a CTI failure occurs. The agent hangs up the call before CTI is
recovered. Once CTI and the CIL recover, they use the snapshot to discover that the call it currently has
is no longer on the device. CTI then fires an EndCall event to remove the call from its call list.
OnSnapshotSkillGroupList
Not supported.
OnTranslationRoute
The OnTranslationRoute event is a pre-call indication. The event indicates the pending arrival of a call,
and provides early access to the call context information. From a call flow perspective, this event can be
used to begin an application or database lookup for the call context data before the call actually arrives
at the agent’s teleset.
and provides early access to the call context information. From a call flow perspective, this event can be
used to begin an application or database lookup for the call context data before the call actually arrives
at the agent’s teleset.
The contact is uniquely identified by the ICMEnterpriseUniqueID, which is a field based on the
Unified ICM’s 64-bit unique key (RouterCallKeyDay and RouterCallKeyCallID). This event
does not indicate the creation of a Call object on the CTI OS server – only that the contact is being
tracked. This is sufficient to get and set data, which enables some powerful data-prefetching
applications. When a OnCallBeginEvent follows for this same contact, the
ICMEnterpriseUniqueID
Unified ICM’s 64-bit unique key (RouterCallKeyDay and RouterCallKeyCallID). This event
does not indicate the creation of a Call object on the CTI OS server – only that the contact is being
tracked. This is sufficient to get and set data, which enables some powerful data-prefetching
applications. When a OnCallBeginEvent follows for this same contact, the
ICMEnterpriseUniqueID
field is sent with the call data. At that point, a custom application can set
the call data on the appropriate call object.
Syntax
C++:
void OnTranslationRoute(Arguments& args)
COM:
void OnTranslationRoute(IArguments * args)
VB:
session_OnTranslationRoute(ByVal args As CtiosCLIENTLib.IArguments)
Parameters
args
Arguments array containing the following fields.
Table 6-17
OnTranslationRoute Parameters
Keyword
Type
Description
ICMEnterpriseUniqueID
STRING
This string is a globally unique key for this contact, which
corresponds to the Unified ICM 64 bit key. You can use
this parameter to match this contact to a follow-on call
event.
corresponds to the Unified ICM 64 bit key. You can use
this parameter to match this contact to a follow-on call
event.
RouterCallKeyDay
INT
Together with the RouterCallKeyCallID field forms the
unique 64-bit key for locating this call’s records in the
Unified ICM database. Only provided for Post-routed and
Translation-routed calls.
unique 64-bit key for locating this call’s records in the
Unified ICM database. Only provided for Post-routed and
Translation-routed calls.