Cisco Cisco Computer Telephony Integration OS 8.5 Technical References
145
CTI Server Message Reference Guide (Protocol Version 17) for Cisco Unified Contact Center Enterprise
Release 10.0(1)
Client Control Service
EMERGENCY_CALL_REQ
When an agent needs to declare an emergency situation to their supervisor, an agent may send
EMERGENCY_CALL_REQ to the CTI server to notify an agent team supervisor. Like the Supervisor
Assist Request, the message will be forwarded to the PIM, who will first check the team’s primary
supervisor. If the primary supervisor is not available, the PIM will initiate a post-route request to the
Unified CCE CallRouter using the team’s configured DialedNumber to find an available supervisor in
the supervisor group. Once an available supervisor is found, a call with calltype
EMERGENCY_ASSIST is initiated and an EMERGENCY_CALL_CONF will be sent to the requesting
client. If no supervisor can be found a FAILURE_CONF response is returned to the requesting client. In
addition, an EMERGENCY_CALL_EVENT will be sent to all bridge applications, even if no supervisor
was found. At same time, an EMERGENCY_CALL_EVENT will be sent to recording servers.
Emergency Call requests will always cause an Unified CCE event to be reported whether or not a
supervisor was found to satisfy the request.
EMERGENCY_CALL_REQ to the CTI server to notify an agent team supervisor. Like the Supervisor
Assist Request, the message will be forwarded to the PIM, who will first check the team’s primary
supervisor. If the primary supervisor is not available, the PIM will initiate a post-route request to the
Unified CCE CallRouter using the team’s configured DialedNumber to find an available supervisor in
the supervisor group. Once an available supervisor is found, a call with calltype
EMERGENCY_ASSIST is initiated and an EMERGENCY_CALL_CONF will be sent to the requesting
client. If no supervisor can be found a FAILURE_CONF response is returned to the requesting client. In
addition, an EMERGENCY_CALL_EVENT will be sent to all bridge applications, even if no supervisor
was found. At same time, an EMERGENCY_CALL_EVENT will be sent to recording servers.
Emergency Call requests will always cause an Unified CCE event to be reported whether or not a
supervisor was found to satisfy the request.
The EMERGENCY_CALL_REQ message, defined in
, allows a CTI Client to notify the
client agent’s supervisor that an emergency call is in progress and generate a corresponding Unified CCE
Alarm:
Alarm:
Table 5-132
SUPERVISOR_ASSIST_CONF Message Format
Fixed Part
Field Name
Value
Data Type
Byte
Size
Size
MessageHeader
Standard message header. MessageType = 119.
MHDR
8
InvokeID
Set to the same value as the InvokeID from the
corresponding request message.
corresponding request message.
UINT
4
ConnectionCallID
The Call ID value assigned to the resulting
SupervisorAssist call by the peripheral or Unified CCE.
SupervisorAssist call by the peripheral or Unified CCE.
UINT
4
ConnectionDevice
IDType
IDType
Indicates the type of the connection identifier supplied in
the ConnectionDeviceID floating field (
the ConnectionDeviceID floating field (
).
USHORT
2
LineHandle
This field identifies the teleset line used, if known.
Otherwise this field is set to 0xffff.
Otherwise this field is set to 0xffff.
USHORT
2
LineType
Indicates the type of the teleset line given in the LineHandle
field (
field (
USHORT
2
Floating Part
Field Name
Value
Data Type
Max.
Size
Size
ConnectionDevice
ID
ID
The identifier of the device connection associated with the
new call.
new call.
STRING
64
Maximum message size (including header)
88
Table 5-133
EMERGENCY_CALL_REQ Message Format
Fixed Part
Field Name
Value
Data Type
Byte
Size
Size