Cisco Cisco Computer Telephony Integration Option 8.5 Technical References
143
CTI Server Message Reference Guide (Protocol Version 17) for Cisco Unified Contact Center Enterprise
Release 10.0(1)
Client Control Service
The CTI Server sends the SEND_DTMF_SIGNAL_CONF message, defined in
, to confirm
receipt of the request.
SUPERVISOR_ASSIST_REQ
When an agent needs supervisor assistance, an agent may send a SUPERVISOR_ASSIST_REQ message
to the CTI server asking for assistance from a team supervisor. 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
to the CTI server asking for assistance from a team supervisor. 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
InvokeID
An ID for this request message, returned in the
corresponding confirm message.
corresponding confirm message.
UINT
4
PeripheralID
The Unified CCE PeripheralID of the ACD where the
device is located.
device is located.
UINT
4
ConnectionCallID
The Call ID value assigned to the call by the peripheral or
Unified CCE.
Unified CCE.
UINT
4
ConnectionDevice
IDType
IDType
The type of device ID in the Connection DeviceID
floating field (
floating field (
USHORT
2
ToneDuration
Specifies the duration in milli-seconds of DTMF digit
tones. Use 0 to take the default. May be ignored if the
peripheral is unable to alter the DTMF tone timing.
tones. Use 0 to take the default. May be ignored if the
peripheral is unable to alter the DTMF tone timing.
USHORT
2
PauseDuration
Specifies the duration in milli-seconds of DTMF
inter-digit spacing. Use 0 to take the default. May be
ignored if the peripheral is unable to alter the DTMF tone
timing.
inter-digit spacing. Use 0 to take the default. May be
ignored if the peripheral is unable to alter the DTMF tone
timing.
UINT 4
Floating Part
Field Name
Value
Data Type
Max.
Size
Size
ConnectionDevice
ID
ID
The device ID of the device associated with the
connection.
connection.
STRING
64
DTMFString
The sequence of tones to be generated.
STRING
32
AgentInstrument
(optional)
(optional)
The agent’s ACD instrument number.
STRING
64
CTIOSCILClientID
Unique ID for use by CTI OS to identify CIL Client.
STRING
64
Maximum message size (including header):
194
Table 5-129
SEND_DTMF_SIGNAL_REQ Message Format (continued)
Table 5-130
SEND_DTMF_SIGNAL_CONF Message Format
Field Name
Value
Data Type
Byte Size
MessageHeader
Standard message header. MessageType = 92.
MHDR
8
InvokeID
Set to the value of the InvokeID from the
corresponding request message.
corresponding request message.
UINT
4
Maximum message size (including header):
12