Cisco Cisco Computer Telephony Integration OS 8.5 Technical References
28
CTI Server Message Reference Guide (Protocol Version 17) for Cisco Unified Contact Center Enterprise
Release 10.0(1)
Client Events Service
AGENT_STATE_EVENT
An agent state change (such as logging on or becoming available to handle incoming calls) generates an
AGENT_STATE_EVENT message to the CTI client. The AGENT_STATE_EVENT message is defined
in
AGENT_STATE_EVENT message to the CTI client. The AGENT_STATE_EVENT message is defined
in
.
Table 5-18
AGENT_STATE_EVENT Message Format
Fixed Part
Field Name
Value
Data Type
Byte
Size
Size
MessageHeader
Standard message header. MessageType = 30.
MHDR
8
MonitorID
The Monitor ID of the device or call monitor that caused
this message to be sent to the client, or zero if there is no
monitor associated with the event (All Events Service).
this message to be sent to the client, or zero if there is no
monitor associated with the event (All Events Service).
UINT
4
PeripheralID
The PeripheralID of the ACD where the call activity
occurred.
occurred.
UINT
4
SessionID
The CTI client SessionID of the Client_Events session
associated with this agent, or zero if no such CTI session
is currently open.
associated with this agent, or zero if no such CTI session
is currently open.
UINT
4
PeripheralType
The type of the peripheral (
).
USHORT
2
SkillGroupState
One of the values from
representing the current
state of the associated agent with respect to the indicated
Agent Skill Group.
Agent Skill Group.
USHORT
2
StateDuration
The number of seconds since the agent entered this state
(typically 0).
(typically 0).
UINT
4
SkillGroupNumber
The number of the agent SkillGroup affected by the state
change, as known to the peripheral. May contain the
special value NULL_SKILL_ GROUP (
change, as known to the peripheral. May contain the
special value NULL_SKILL_ GROUP (
) if not
applicable or not available. Some ACDs ignore this field
and/or use the ACD default; see the list immediately
following
and/or use the ACD default; see the list immediately
following
.
USINT
4
SkillGroupID
The SkillGroupID of the agent SkillGroup affected by the
state change. May contain the special value
NULL_SKILL_ GROUP (
state change. May contain the special value
NULL_SKILL_ GROUP (
) when not applicable
or not available.
UINT
4
SkillGroupPriority
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.
USHORT
2
AgentState
One of the values from
representing the current
overall state of the associated agent.
USHORT
2
EventReasonCode
A peripheral-specific code indicating the reason for the
state change.
state change.
USHORT
2
MRDID
Media Routing Domain ID as configured in Unified CCE
and the ARM client.
and the ARM client.
INT
4