Cisco Cisco Computer Telephony Integration Option 9.0 Reference Guide
5-13
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 Events Service
Skill Group Number field
Following is a list of how various ACDs process the SkillGroupNumber field.
•
Enterprise Agent, Alcatel, and Avaya Communication Manager (ACM) (if not in EAS mode) require
a valid SkillGroupNumber and use it
a valid SkillGroupNumber and use it
•
Nortel Meridian and Spectrum ignore the SkillGroupNumber field altogether and use the ACD
default
default
•
ACM (in EAS mode) and Aspect process the SkillGroupNumber field in the following fashion:
–
Use a valid SkillGroupNumber if one is supplied
–
If SkillGroupNumber is omitted or set to –1, use the ACD defaults
–
Any other value for SkillGroupNumber results in a failure; in this case, use the last valid
SkillGroupNumber for the agent
CALL_ESTABLISHED_EVENT
When a call is answered at the agent’s teleset, the CTI Server may send a
CALL_ESTABLISHED_EVENT message to the CTI client. The CALL_ESTABLISHED_EVENT
message is defined in
CALL_ESTABLISHED_EVENT message to the CTI client. The CALL_ESTABLISHED_EVENT
message is defined in
:
NamedVariable
(optional)
(optional)
Call-related variable data that has a
variable name defined in the Unified
ICM. There may be an arbitrary
number of NamedVariable and
NamedArray fields in the message,
subject to a combined total limit of
2000 bytes. See Section 3.2 for the
format of this field.
variable name defined in the Unified
ICM. There may be an arbitrary
number of NamedVariable and
NamedArray fields in the message,
subject to a combined total limit of
2000 bytes. See Section 3.2 for the
format of this field.
NAMEDV
AR
AR
251
NamedArray
(optional)
(optional)
Call-related variable data that has an
array variable name defined in the
Unified ICM. There may be an
arbitrary number of NamedVariable
and NamedArray fields in the
message, subject to a combined total
limit of 2000 bytes. See section 3.2
for the format of this field.
array variable name defined in the
Unified ICM. There may be an
arbitrary number of NamedVariable
and NamedArray fields in the
message, subject to a combined total
limit of 2000 bytes. See section 3.2
for the format of this field.
NAMED
ARRAY
ARRAY
252
Maximum message size (including header):
400
Table 5-5
CALL_DELIVERED_EVENT Message Format (continued)
Table 5-6
CALL_ESTABLISHED_EVENT Message Format
Fixed Part
Field Name
Value
Data Type
Byte
Size
Size
MessageHeader
Standard message header.
MessageType = 10.
MessageType = 10.
MHDR
8