Cisco Cisco Computer Telephony Integration OS 8.5 Technical References
9
CTI Server Message Reference Guide (Protocol Version 17) for Cisco Unified Contact Center Enterprise
Release 10.0(1)
Session Initialization
For possible values for the PeripheralType and AgentState fields, see
If for any reason the CTI Server determines that a new session should not be opened, it responds to the
OPEN_REQ message with a FAILURE_CONF message. If required floating data has not been provided,
a FAILURE_CONF message is returned with the status code set to
E_CTI_REQUIRED_DATA_MISSING.
OPEN_REQ message with a FAILURE_CONF message. If required floating data has not been provided,
a FAILURE_CONF message is returned with the status code set to
E_CTI_REQUIRED_DATA_MISSING.
If a CTI client tries to open a session for Client Events service and the provided teleset information items
are not consistent with each other, a FAILURE_CONF message is returned with the status code set to
E_CTI_INCONSISTENT_AGENT_DATA. If the indicated ACD teleset is already associated with a
different CTI client, the CTI Server refuses to open the new session and returns a FAILURE_CONF
message with the status code set to E_CTI_DEVICE_IN_USE. If the indicated ACD teleset is already
associated with the same CTI client, the existing session is terminated and the CTI Server continues to
open the new session.
are not consistent with each other, a FAILURE_CONF message is returned with the status code set to
E_CTI_INCONSISTENT_AGENT_DATA. If the indicated ACD teleset is already associated with a
different CTI client, the CTI Server refuses to open the new session and returns a FAILURE_CONF
message with the status code set to E_CTI_DEVICE_IN_USE. If the indicated ACD teleset is already
associated with the same CTI client, the existing session is terminated and the CTI Server continues to
open the new session.
During an OPEN_REQ of an ALL_EVENTS client session, the CTI Server responds with an
OPEN_CONF message to confirm the successful establishment of a session. In addition to the
OPEN_CONF, SYSTEM_EVENT messages are sent to the ALL_EVENTS client, per peripheral, to
indicate the status of each peripheral associated with the PG.
OPEN_CONF message to confirm the successful establishment of a session. In addition to the
OPEN_CONF, SYSTEM_EVENT messages are sent to the ALL_EVENTS client, per peripheral, to
indicate the status of each peripheral associated with the PG.
If the CTI Server rejects an OPEN_REQ message, you should reset the TCP connection. The status code
received in the rejection (see
received in the rejection (see
) indicates the message data that
should be corrected before retrying the attempt to establish a session.
Normally, you should receive a response to the OPEN_REQ message within 5 seconds. Some failure
scenarios will cause all connected CTI clients to lose their connection to the CTI Server and cause them
to subsequently reconnect and reopen their sessions. In the worst case situations there could be hundreds
or even thousands of simultaneous OPEN_REQ messages sent to the CTI Server, causing significant
response delays. For this reason, you should allow at least 30 seconds, and in larger configurations (more
than 500 clients) 60 or more seconds, before considering a lack of response to the OPEN_REQ message
as a failure to open the session. You should then reset the TCP connection, and may reconnect and retry
the OPEN_REQ after a short delay.
scenarios will cause all connected CTI clients to lose their connection to the CTI Server and cause them
to subsequently reconnect and reopen their sessions. In the worst case situations there could be hundreds
or even thousands of simultaneous OPEN_REQ messages sent to the CTI Server, causing significant
response delays. For this reason, you should allow at least 30 seconds, and in larger configurations (more
than 500 clients) 60 or more seconds, before considering a lack of response to the OPEN_REQ message
as a failure to open the session. You should then reset the TCP connection, and may reconnect and retry
the OPEN_REQ after a short delay.
NumPeripherals
The number of PeripheralID/info
(FltPeripheralID/MultilineAgentControl)
pairs specified in the floating part of the
message. This field is 0 for non-CCE
peripherals, or if PeripheralID is specified in
the OPEN_REQ message.
(FltPeripheralID/MultilineAgentControl)
pairs specified in the floating part of the
message. This field is 0 for non-CCE
peripherals, or if PeripheralID is specified in
the OPEN_REQ message.
USHORT
2
FltPeripheralID
The peripheralID for the next field
(MultilineAgentControl).
(MultilineAgentControl).
UINT
4
MultilineAgentControl
Specifies if multi-line agent control is
available on the peripheral named in the
preceding FltPeripheralID field. 0 = single
line only, 1 = multi-line enabled.
available on the peripheral named in the
preceding FltPeripheralID field. 0 = single
line only, 1 = multi-line enabled.
USHORT
2
Maximum message size (including header):
132
Table 4-5
OPEN_CONF Message Format (continued)