Cisco Cisco Computer Telephony Integration Option 9.0 Developer's Guide
6-20
CTI OS Developer’s Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 7.5(1)
Chapter 6 Event Interfaces and Events
ICallEvents Interface
OnAgentPrecallAbortEvent
Note
The OnAgentPrecallAbortEvent event is applicable to IPCC only.
The OnAgentPrecallAbortEvent event is received only if a previously indicated routing
(OnAgentPrecallEvent) decision is reversed. The contact is uniquely identified by the
ICMEnterpriseUniqueID, which is a field based on the ICM’s 64-bit unique key
(
(OnAgentPrecallEvent) decision is reversed. The contact is uniquely identified by the
ICMEnterpriseUniqueID, which is a field based on the ICM’s 64-bit unique key
(
RouterCallKeyDay and RouterCallKeyCallID). Upon receipt of an OnAgentPrecallAbortEvent,
any data pre-fetch work that was started on an OnAgentPrecallEvent should be cleaned up.
RouterCallKeyDay
INT
Together with the RouterCallKeyCallID field forms the
unique 64-bit key for locating this call’s records in the
ICM database. Only provided for Post-routed and
Translation-routed calls.
unique 64-bit key for locating this call’s records in the
ICM database. Only provided for Post-routed and
Translation-routed calls.
RouterCalKeyCallID
INT
The call key created by the ICM. The ICM resets this
counter at midnight.
counter at midnight.
AgentInstrument
STRING
The agent instrument that the call will be routed to.
NumNamedVariables
SHORT
Number of Named variables.
NumNamedArrays
SHORT
Number of Named Arrays.
ServiceNumber
INT
The service that the call is attributed to, as known to the
peripheral.
peripheral.
ServiceID
INT
The ICM ServiceID of the service that the call is
attributed to.
attributed to.
SkillGroupNumber
INT
The number of the agent SkillGroup the call is attributed
to, as known to the peripheral.
to, as known to the peripheral.
SkillGroupID
INT
The ICM SkillGroupID of the agent SkillGroup the call is
attributed to.
attributed to.
SkillGroupPriority
SHORT
The priority of the skill group, or 0 when skill group
priority is not applicable or not available.
priority is not applicable or not available.
ANI
STRING
The calling line ID of the caller.
UserToUserInfo
STRING
The ISDN user-to-user information element.
DNIS
STRING
The DNIS number to which this call will arrive on the
ACD/PBX.
ACD/PBX.
DialedNumber
STRING
The number dialed.
CallerEnteredDigits
STRING
The digits entered by the caller in response to IVR
prompting.
prompting.
CallVariable1
STRING
Call-related variable data.
…
…
CallVariable10
STRING
Call-related variable data.
ECC
ARGUMENTS A nested Arguments structure of key-value pairs for all of
the ECC data arriving with this call.