Cisco Cisco Computer Telephony Integration Option 9.0 Developer's Guide
C H A P T E R
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CTI Server Message Reference Guide (Protocol Version 15) for Cisco Unified Contact Center Enterprise
Release 8.5(1)
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Application Level Interfaces
Cisco has defined the following application level interfaces between the CTI Server and a CTI client.
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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.
related to a specific ACD agent position, to a CTI client.
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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.
all ACD calls and agent positions, to a CTI client.
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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.
that it wishes to receive call and agent state change messages for.
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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.
session is opened or closed. This service also enables the CTI Client to monitor the activity of other
CTI Client sessions.
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Supervisor. This service lets a CTI client perform agent supervisory functions.
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Call Data Update. This service lets a CTI client modify certain variable parts of the call state while
a call is active.
a call is active.
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Miscellaneous. This service informs CTI clients of significant Peripheral Gateway events.
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Connection Monitor. This service monitors the CTI client connection and generates alarm events
whenever the CTI client connection is established or terminated.
whenever the CTI client connection is established or terminated.
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Client Control. This service permits direct control of agent state (such as ACD login and logout),
as well as control of inbound and outbound calls from the CTI client application.
as well as control of inbound and outbound calls from the CTI client application.
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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.
For information on the OPEN_REQ message, see Chapter 4, “Session Management.”
This chapter describes these services and their associated messages.
Client Events Service
The Client Events service is the heart of the CTI Interface. This service consists of unsolicited messages
sent to CTI clients when the peripheral reports that a call event or agent state change associated with the
CTI client’s teleset has 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.
sent to CTI clients when the peripheral reports that a call event or agent state change associated with the
CTI client’s teleset has 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.