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Cisco Cisco Computer Telephony Integration OS 8.5 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
Miscellaneous Service
USER_MESSAGE_EVENT
The USER_MESSAGE_EVENT message, defined in 
, delivers a message that was sent from 
another CTI Server client:
QUERY_AGENT_STATISTICS_REQ
The QUERY_AGENT_STATISTICS_REQ message, defined in 
, allows a CTI Client to 
obtain the current call handling statistics for the client’s agent. To avoid impacting system performance, 
clients should not request agent statistics too frequently. Depending upon the needs of the client 
application, updating agent statistics after each call is handled my be appropriate.
Table 5-70
USER_MESSAGE_EVENT Message Format 
Fixed Part
Field Name
Value
Data Type
Byte Size
MessageHeader
Standard message header. MessageType = 109.
MHDR
8
ICMCentral 
ControllerTime
The current Unified ICM Central Controller date 
and time.
TIME
4
Distribution
One of the values from 
desired distribution of this message.
USHORT
2
Floating Part
Field Name
Value
Data Type
Max. 
Size
ClientID 
The ClientID of the message sender.
STRING
64
Text 
The text of the message to be sent.
STRING
255
Maximum message size (including header):
337
Table 5-71
QUERY_AGENT_STATISTICS_REQ Message Format 
Fixed Part
Field Name
Value
Data 
Type
Byte 
Size
MessageHeader
Standard message header.   MessageType = 112.
MHDR
8
InvokeID
An ID for this request message that will be returned in the 
corresponding confirm message.
UINT
4
PeripheralID
The Unified ICM PeripheralID of the ACD where the agent 
is located.
UINT
4
Floating Part
Field Name
Value
Data 
Type
Max. 
Size
AgentExtension
The agent’s ACD teleset extension. For clients with ALL 
EVENTS or PERIPHERAL MONITOR service, at least one 
of AgentExtension, AgentID, or AgentInstrument must be 
provided.
STRING 16