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Cisco Cisco Computer Telephony Integration Option 9.0 Reference Guide

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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
Client Control Service
QUERY_AGENT_STATE_REQ
Send this message to retrieve the current state of an agent at a specified device. The 
QUERY_AGENT_STATE_REQ message is defined in 
QUERY_DEVICE_INFO_ 
REQ
Retrieve general information about a 
specified device.
QUERY_DEVICE_INFO_ 
CONF
SNAPSHOT_CALL_REQ
Retrieve information about a specified 
call.
SNAPSHOT_CALL_CONF
SNAPSHOT_DEVICE_ 
REQ
Retrieve information about a specified 
device.
SNAPSHOT_DEVICE_CONF
SEND_DTMF_SIGNAL_ 
REQ
Transmit a series of DTMF tones.
SEND_DTMF_SIGNAL_ 
CONF
SUPERVISOR_ASSIST_ 
REQ
Assistance from a supervisor.
SUPERVISOR_ASSIST_ 
CONF
EMERGENCY_CALL_ 
REQ
Emergency call to supervisor.
EMERGENCY_CALL_ CONF
BAD_CALL_REQ
Indicate a bad line condition.
BAD_CALL_CONF
Table 5-88
Client Contro Service Messages (continued)
Table 5-89
QUERY_AGENT_STATE_REQ Message Format 
Fixed Part
Field Name
Value
Data Type
Byte Size
MessageHeader
Standard message header. MessageType = 36.
MHDR
8
InvokeID
An ID for this request message, returned in the 
corresponding confirm message.
UINT
4
PeripheralID
The Unified ICM PeripheralID of the ACD 
where the device is located.
UINT
4
MRDID
Media Routing Domain ID as configured in 
Unified ICM and the ARM client. MRDID and 
one of ICMAgentID, AgentExtension, AgentID, 
or AgentInstrument must be provided.
INT
4
ICMAgentID
The Unified ICM Skill Target ID, a unique agent 
identifier for Unified ICM. At least one of 
ICMAgentID, AgentExtension, AgentID, or 
AgentInstrument must be provided.
INT
4
Floating Part
Field Name
Value
Data Type
Max. 
Size
AgentExtension 
The agent’s ACD teleset extension. At least one 
of ICMAgentID, AgentExtension, AgentID, or 
AgentInstrument must be provided.
STRING
16
AgentID 
The agent’s ACD login ID. At least one of 
ICMAgentID, AgentExtension, AgentID, or 
AgentInstrument must be provided.
STRING
12