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)
Protocol Versions 10-13
Protocol Versions 10-13
The following is a list of additions and changes made to the CTI Server in Protocol Versions 10-13 (ICM
Version 7.0(x).
Version 7.0(x).
•
Added New Types to Existing Tables, New fields to existing Messages, New fields added to existing
messages
messages
•
Added following fields to AGENT_STATE_EVENT: Duration (optional), NextAgentState,
FltSkillGroupNumber, FltSkillGroupID, FltSkillGroupPriority, FltSkillGroupState
FltSkillGroupNumber, FltSkillGroupID, FltSkillGroupPriority, FltSkillGroupState
•
Changed Version Number in OPEN_REQ to 13 from 6.
•
Added DeviceIDType to SNAPSHOT_CALL_REQ to allow for Queues and Agent extensions with
the same number.
the same number.
•
Added ForcedFlag and AgentServiceReq to SET_AGENT_STATE_REQ
•
Added CTI_AGENT_STATE_CONTROL_ONLY, CTI_DEVICE_STATE_CONTROL,
CTI_ROUTING, CTI_SERVICE_MINIMIZE_EVENTS, CTI_SERVICE_CONFIG_EVENTS,
CTI_SERVICE_UPDATE_EVENTS, and
CTI_SERVICE_IGNORE_DUPLICATE_AGENT_EVENTS in the CTI Service Masks table.
CTI_ROUTING, CTI_SERVICE_MINIMIZE_EVENTS, CTI_SERVICE_CONFIG_EVENTS,
CTI_SERVICE_UPDATE_EVENTS, and
CTI_SERVICE_IGNORE_DUPLICATE_AGENT_EVENTS in the CTI Service Masks table.
•
Corrected CALL_QUEUED_EVENT scenarios to reflect a QueueDeviceIDType of DEVID_NONE
and remove the QueueDeviceID floating field.
and remove the QueueDeviceID floating field.
•
Added DEVID_QUEUE to the device ID type table.
•
Removed CallsInQueue from the QUERY_AGENT_STATISTICS_CONF message.
•
In CALL_DELIVERED_EVENT, changed AlertingDevice to required.
•
Removed Duplicate tag SKILL_GROUP_PRIORITY_TAG.
•
Added DEVICE_TYPE_TAG to the tag value table.
•
Removed OldestCallInQueue from the QUERY_AGENT_STATISTICS_CONF message.
•
Added AgentAvailabilityStatus to QUERY_AGENT_STATE_CONF and
AGENT_STATE_EVENT.
AGENT_STATE_EVENT.
•
Added AgentsICMAvailable, and AgentsApplicationAvailable to
QUERY_SKILL_GROUP_STATISTICS_CONF.
QUERY_SKILL_GROUP_STATISTICS_CONF.
•
Added ICMAvailableTimeSession, RoutableTimeSession, ICMAvailableTimeToday, and
RoutableTimeToday to QUERY_AGENT_STATISTICS_CONF.
RoutableTimeToday to QUERY_AGENT_STATISTICS_CONF.
•
Added AGENT_UDPATED_EVENT and QUEUE_UPDATED_EVENT to the message type table.
The individual messages were covered but they were missing from the table.
The individual messages were covered but they were missing from the table.
•
Corrected EMERGENCY_CALL_CONF table.
•
Changed PauseDuration in SEND_DTMF_SIGNAL_REQ from USHORT to UINT. The type was
mistakenly changed and there is special code to cover the backward compatibility.
mistakenly changed and there is special code to cover the backward compatibility.
•
Added EventDeviceType and EventDeviceID in SYSTEM_EVENT to allow specifying a
non-numeric device on the in and out of service events.
non-numeric device on the in and out of service events.
•
Corrected CustomerPhoneNumber, and CustomerAccountNumber to be optional in
CALL_DATA_UPDATE_EVENT and SET_CALL_DATA_REQ
CALL_DATA_UPDATE_EVENT and SET_CALL_DATA_REQ
•
Added NumFltSkillGroups field and floating fields for FltSkillGroupNumber, FltSkillGroupID,
FltSkilllGroupState, and FltSkillGroupPriority to allow specifying more than 1 skill group in the
event to AGENT_STATE_EVENT
FltSkilllGroupState, and FltSkillGroupPriority to allow specifying more than 1 skill group in the
event to AGENT_STATE_EVENT
•
Added RA_CALL_BY_CALL and RA_NAILED_CONNECTION in AgentWorkMode table.