Cisco Cisco Computer Telephony Integration OS 8.5 Technical References

Use this message to change an ACD agent state to one of the values defined in 

. 

For Remote Agent login, use “;” to separate the instrument and agent phone number in the 
AgentInstrument field.  Use RA_CALL_BY_CALL or RA_NAILED_CONNECTION in the 
AgentWorkMode field for the Remote Agent login mode.

The SET_AGENT_STATE_REQ message is defined in 

MessageHeader

Standard message header. MessageType = 
38.

MHDR

8

InvokeID

An ID for this request message, returned in 
the corresponding confirm message.

UINT

4

PeripheralID

The PeripheralID of the ACD where the 
device is located.

UINT

4

AgentState

One of the values from 

 

representing the desired state of the 
associated agent.

USHORT

2

AgentWorkMode

One of the values from 

representing the desired work mode of the 
associated agent.

USHORT

2

NumSkillGroups

The number of SkillGroup Number and 
SkillGroup Priority fields in the floating 
part of the message, up to a maximum of 10.

USHORT

2

EventReasonCode

A peripheral-specific code indicating the 
reason for the state change.

USHORT

2

ForcedFlag

The CTI Server is requested to force this 
state change regardless of its validity. Used 
only with AGENT_STATE_LOGIN or 
AGENT_STATE_LOGOFF:

0 = FALSE

1 = TRUE

2 = Agent authentication only. No agent 
state change. Use with 
AGENT_STATE_LOGIN. Note that this 
parameter is not used in CTI Server and is 
reserved for future use.

UCHAR

1

AgentServiceReq

BitMask indicates what services the agent 
expects.

UINT

4