Cisco Cisco Computer Telephony Integration Option 9.0 Developer's Guide
6-17
CTI OS Developer’s Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 7.5(1)
Chapter 6 Event Interfaces and Events
ISessionEvents Interface
Parameters
args
Arguments array containing the following fields.
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 would be
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 would be
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
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 be able to get and set data, which enables some powerful data-prefetching applications.
When a OnCallBeginEvent follows for this same contact, the ICMEnterpriseUniqueID field will
be send along with the call data. At that point, a custom application can set the call data on the
appropriate call object.
is sufficient to be able to get and set data, which enables some powerful data-prefetching applications.
When a OnCallBeginEvent follows for this same contact, the ICMEnterpriseUniqueID field will
be send along 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)
Keyword
Description
Type
UniqueObjectID
Unique ID of the device object on the server. There are no
device objects in the CIL, so this keyword cannot be used to
retrieve a device object at this point.
device objects in the CIL, so this keyword cannot be used to
retrieve a device object at this point.
STRING
NumCalls
The number of active calls associated with this device, up to a
maximum of 16.
maximum of 16.
SHORT
ValidCalls
An arguments array containing the list of calls on the device.
The Unique ObjectID of each call is a key in the Arguments
object. The value is a boolean indicating if the call is valid.
Calls not listed are not valid calls on the device.
The Unique ObjectID of each call is a key in the Arguments
object. The value is a boolean indicating if the call is valid.
Calls not listed are not valid calls on the device.
ARGUMENTS