Cisco Cisco Computer Telephony Integration Option 8.5 Technical References
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CTI Server Message Reference Guide (Protocol Version 17) for Cisco Unified Contact Center Enterprise
Release 10.0(1)
Supervisor Service
Supervisor Service
The Supervisor service requests supervisor services when the client opens a CTI session.
CTI_SERVICE_SUPERVISOR service type will be used in addition to the existing Service types, and
requires CTI_SERVICE_CLIENT_EVENTS to be specified as well.
CTI_SERVICE_SUPERVISOR service type will be used in addition to the existing Service types, and
requires CTI_SERVICE_CLIENT_EVENTS to be specified as well.
Supervisor services rely on the configuration of Agent Teams in the Unified CCE. When an agent opens
a session with CTI_SERVICE_SUPERVISOR service type requested, the CTI Server will check to see
if the agent is configured as a supervisor. If the agent is a supervisor, the CTI Server will open the session
and send the OPEN_CONF to the agent. Otherwise, the FAILURE_CONF message with the status code
set to E_CTI_FUNCTION_NOT_AVAILABLE will be sent to the requesting client.
a session with CTI_SERVICE_SUPERVISOR service type requested, the CTI Server will check to see
if the agent is configured as a supervisor. If the agent is a supervisor, the CTI Server will open the session
and send the OPEN_CONF to the agent. Otherwise, the FAILURE_CONF message with the status code
set to E_CTI_FUNCTION_NOT_AVAILABLE will be sent to the requesting client.
The CTI Client that has been granted Supervisor Service receives notifications whenever agent team
clients request supervisor assistance or indicate that they are handling an emergency call. The following
messages are used by Supervisor Service clients to provide these notifications and to perform agent
supervisory functions.
clients request supervisor assistance or indicate that they are handling an emergency call. The following
messages are used by Supervisor Service clients to provide these notifications and to perform agent
supervisory functions.
SUPERVISE_CALL_REQ
At any time, for monitoring quality of service, training, etc., a supervisor CTI client may send a
SUPERVISE_CALL_REQ message to the CTI Server to request barge-in or interception of a call. At
end of such call supervision, a supervisor CTI client should send SUPERVISE_CALL_REQ message
with SUPERVISOR_CLEAR as the SupervisorAction value to disconnect the supervisor’s device from
the call.
SUPERVISE_CALL_REQ message to the CTI Server to request barge-in or interception of a call. At
end of such call supervision, a supervisor CTI client should send SUPERVISE_CALL_REQ message
with SUPERVISOR_CLEAR as the SupervisorAction value to disconnect the supervisor’s device from
the call.
Table 5-43
Supervisor Service Messages
Message
When Sent to CTI Client
SUPERVISE_CALL_REQ
When a supervisor requests to barge in or intercept a
call.
call.
EMERGENCY_CALL_EVENT
When the CTI Server is handling the current call as an
emergency call.
emergency call.
AGENT_TEAM_CONFIG_ EVENT
When a supervisor adds or changes the list of agent
team members.
team members.
LIST_AGENT_TEAM_REQ
When a supervisor requests a list of associated agent
teams.
teams.
MONITOR_AGENT_TEAM_ START_REQ When a supervisor starts monitoring an agent team.
MONITOR_AGENT_TEAM_ STOP_REQ
When a supervisor stops monitoring an agent team.