Cisco Cisco Computer Telephony Integration Option 8.5 Reference Guide

When an agent needs to declare an emergency situation to their supervisor, an agent may send 
EMERGENCY_CALL_REQ to the CTI server to notify an agent team supervisor. Like the Supervisor 
Assist Request, 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 ICM CallRouter using the team’s configured DialedNumber to find an available supervisor in 
the supervisor group. Once an available supervisor is found, a call with calltype 
EMERGENCY_ASSIST is initiated and an EMERGENCY_CALL_CONF will be sent to the requesting 
client. If no supervisor can be found a FAILURE_CONF response is returned to the requesting client. In 
addition, an EMERGENCY_CALL_EVENT will be sent to all bridge applications, even if no supervisor 
was found. At same time, an EMERGENCY_CALL_EVENT will be sent to recording servers. 
Emergency Call requests will always cause an Unified ICM event to be reported whether or not a 
supervisor was found to satisfy the request.

The EMERGENCY_CALL_REQ message, defined in 

, allows a CTI Client to notify the 

client agent’s supervisor that an emergency call is in progress and generate a corresponding Unified ICM 
Alarm:

MessageHeader

Standard message header. MessageType = 119.

MHDR

8

InvokeID

Set to the same value as the InvokeID from the 
corresponding request message.

UINT

4

ConnectionCallID

The Call ID value assigned to the resulting 
SupervisorAssist call by the peripheral or Unified ICM.

UINT

4

ConnectionDevice 
IDType

Indicates the type of the connection identifier supplied in 
the ConnectionDeviceID floating field (

).

USHORT

2

LineHandle

This field identifies the teleset line used, if known. 
Otherwise this field is set to 0xffff.

USHORT

2

LineType

Indicates the type of the teleset line given in the LineHandle 
field (

USHORT

2

ConnectionDevice 
ID 

The identifier of the device connection associated with the 
new call.

STRING

64

Maximum message size (including header)

88