Cisco Cisco Computer Telephony Integration Option 9.0 Technical References
13
CTI Server Message Reference Guide (Protocol Version 17) for Cisco Unified Contact Center Enterprise
Release 10.0(1)
Client Events Service
Skill Group Number field
Following is a list of how various ACDs process the SkillGroupNumber field.
•
Enterprise Agent, Alcatel, and Avaya Communication Manager (ACM) (if not in EAS mode) require
a valid SkillGroupNumber and use it
a valid SkillGroupNumber and use it
•
Avaya Aura ignores the SkillGroupNumber field altogether and uses the ACD default
•
ACM (in EAS mode) and Aspect process the SkillGroupNumber field in the following fashion:
–
Use a valid SkillGroupNumber if one is supplied
–
If SkillGroupNumber is omitted or set to –1, use the ACD defaults
–
Any other value for SkillGroupNumber results in a failure; in this case, use the last valid
SkillGroupNumber for the agent
CALL_ESTABLISHED_EVENT
When a call is answered at the agent’s teleset, the CTI Server may send a
CALL_ESTABLISHED_EVENT message to the CTI client. The CALL_ESTABLISHED_EVENT
message is defined in
CALL_ESTABLISHED_EVENT message to the CTI client. The CALL_ESTABLISHED_EVENT
message is defined in
:
CallVariable1
(optional)
(optional)
Call-related variable data.
STRING
41
...
...
...
...
CallVariable10
(optional)
(optional)
Call-related variable data.
STRING
41
CallWrapupData
(optional)
(optional)
Call-related wrapup data.
STRING
40
NamedVariable
(optional)
(optional)
Call-related variable data that has a variable name defined
in the Unified CCE. There may be an arbitrary number of
NamedVariable and NamedArray fields in the message,
subject to a combined total limit of 2000 bytes. See Section
3.2 for the format of this field.
in the Unified CCE. There may be an arbitrary number of
NamedVariable and NamedArray fields in the message,
subject to a combined total limit of 2000 bytes. See Section
3.2 for the format of this field.
NAMEDV
AR
AR
251
NamedArray
(optional)
(optional)
Call-related variable data that has an array variable name
defined in the Unified CCE. There may be an arbitrary
number of NamedVariable and NamedArray fields in the
message, subject to a combined total limit of 2000 bytes.
See section 3.2 for the format of this field.
defined in the Unified CCE. There may be an arbitrary
number of NamedVariable and NamedArray fields in the
message, subject to a combined total limit of 2000 bytes.
See section 3.2 for the format of this field.
NAMED
ARRAY
ARRAY
252
Maximum message size (including header):
400
Table 5-6
CALL_DELIVERED_EVENT Message Format (continued)
Table 5-7
CALL_ESTABLISHED_EVENT Message Format
Fixed Part
Field Name
Value
Data Type
Byte
Size
Size
MessageHeader
Standard message header. MessageType = 10.
MHDR
8