Cisco Cisco Computer Telephony Integration Option 9.0 Reference Guide
5-70
CTI Server Message Reference Guide (Protocol Version 14) for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 8.0(1)
Chapter 5 Application Level Interfaces
Call Data Update Service
When the request has been received, the CTI Server responds to the CTI Client with the
MONITOR_AGENT_TEAM_STOP_CONF message:
MONITOR_AGENT_TEAM_STOP_CONF message:
Call Data Update Service
Unified ICM maintains a set of call variables for each call. Each variable is capable of storing a null
terminated string of up to 40 characters (40 variable characters + null termination character = 41 bytes,
STRING [41]). When Unified ICM pre-routes a call, it initializes each call variable to either a
peripheral-determined value or a null string prior to executing the routing script. Post-routed calls
initialize all call variables to peripheral-determined values.
terminated string of up to 40 characters (40 variable characters + null termination character = 41 bytes,
STRING [41]). When Unified ICM pre-routes a call, it initializes each call variable to either a
peripheral-determined value or a null string prior to executing the routing script. Post-routed calls
initialize all call variables to peripheral-determined values.
Unified ICM can use the values of the call variables to make routing decisions. The variables may
contain additional information about the caller, such as result of a host database query. While routing a
call, the Unified ICM routing script may update one or more of the call variables.
contain additional information about the caller, such as result of a host database query. While routing a
call, the Unified ICM routing script may update one or more of the call variables.
A CTI client associated with the call may also set the call variables by using the
SET_CALL_DATA_REQ message. When a call terminates, the final values of the call are recorded in
the Unified ICM’s central database and are available for use in historical reports. CTI clients with the
Call Data Update service enabled may set an additional variable, CallWrapupData, for recording
additional call information in the Unified ICM’s central database. The CTI client has a small amount of
time (configurable during Web setup, default is 2 minutes) after the completion of a call to provide the
call wrapup data before the call termination record is logged in the Unified ICM.
SET_CALL_DATA_REQ message. When a call terminates, the final values of the call are recorded in
the Unified ICM’s central database and are available for use in historical reports. CTI clients with the
Call Data Update service enabled may set an additional variable, CallWrapupData, for recording
additional call information in the Unified ICM’s central database. The CTI client has a small amount of
time (configurable during Web setup, default is 2 minutes) after the completion of a call to provide the
call wrapup data before the call termination record is logged in the Unified ICM.
When one or more call variables are determined by the peripheral, an Unified ICM Peripheral
Configuration entry, CallControlVariableMap, determines if a CTI client may override the
peripheral-determined setting of each call variable. You can set the value of CallControlVariableMap for
each peripheral in Configure Unified ICM. For example, the setting “/CTI = ynnnyyyyyy” allows a CTI
client to set call variable 1 and call variables 5 through 10 while preserving the peripheral-determined
values of call variables 2 through 4.
Configuration entry, CallControlVariableMap, determines if a CTI client may override the
peripheral-determined setting of each call variable. You can set the value of CallControlVariableMap for
each peripheral in Configure Unified ICM. For example, the setting “/CTI = ynnnyyyyyy” allows a CTI
client to set call variable 1 and call variables 5 through 10 while preserving the peripheral-determined
values of call variables 2 through 4.
MonitorID
The Monitor ID.
UINT
4
Maximum message size (including header)
16
Table 5-54
MONITOR_AGENT_TEAM_STOP_REQ Message Format (continued)
Table 5-55
MONITOR_AGENT_TEAM _STOP_CONF Message Format
Field Name
Value
Data Type
Byte
Size
Size
MessageHeader
Standard message header. MessageType = 138.
MHDR
8
InvokeID
Set to the same value as the InvokeID from the
corresponding request message.
corresponding request message.
UINT
4
Maximum message size (including header)
12