Cisco Cisco Computer Telephony Integration OS 8.5 Reference Guide
5-2
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
Call Event messages are modeled after the CSTA messaging conventions. Call Events messages, in
general, follow the CSTA naming conventions and event paradigms but use a simpler set of data types
than those defined by CSTA.
general, follow the CSTA naming conventions and event paradigms but use a simpler set of data types
than those defined by CSTA.
Every call is announced to the CTI client with an unsolicited BEGIN_CALL_EVENT message. This
message informs the client that it has just been associated with a new call (i.e., the CTI Server has
assigned the CTI client application a new call to process) and provides the initial call context data.
Additional call and agent state events are then sent to the client as the call is handled, depending upon
the type of ACD involved and the treatment that the call receives. Finally, an END_CALL_EVENT
message is sent to the CTI client when its association with a call is dissolved.
message informs the client that it has just been associated with a new call (i.e., the CTI Server has
assigned the CTI client application a new call to process) and provides the initial call context data.
Additional call and agent state events are then sent to the client as the call is handled, depending upon
the type of ACD involved and the treatment that the call receives. Finally, an END_CALL_EVENT
message is sent to the CTI client when its association with a call is dissolved.
The content of most of the Call Event message is event specific and, in many cases, peripheral-specific.
Some ACDs may not provide all of these events.
Some ACDs may not provide all of these events.
For peripheral-specific Call Event message information, see the
.
The relative order of call event messages and any corresponding agent state change event messages is
not specified. An agent state event message indicating the agent is in the “talking” state, for example,
might be sent before or after the corresponding call established event message.
not specified. An agent state event message indicating the agent is in the “talking” state, for example,
might be sent before or after the corresponding call established event message.
lists the Client Events service messages.
Table 5-1
Client Events Service Messages
Message
When Sent to CTI Client
BEGIN_CALL_EVENT
When the CTI Server associates a call with
the CTI client.
the CTI client.
END_CALL_EVENT
When CTI Server dissolves association
between a call and the CTI Client.
between a call and the CTI Client.
CALL_DATA_UPDATE_EVENT
When call context data changes.
CALL_DELIVERED_EVENT
When a call arrives at the agent’s teleset or
when an inbound ACD trunk is seized and
the client has the All Events service
enabled.
when an inbound ACD trunk is seized and
the client has the All Events service
enabled.
CALL_ESTABLISHED_EVENT
When a call is answered at the agent’s
teleset.
teleset.
CALL_HELD_EVENT
When a call is placed on hold at the agent’s
teleset.
teleset.
CALL_RETRIEVED_EVENT
When a call previously placed on hold at
the agent’s teleset is resumed.
the agent’s teleset is resumed.
CALL_CLEARED_EVENT
When a call is terminated.
CALL_CONNECTION_
CLEARED_EVENT
CLEARED_EVENT
When a party drops from a conference call.
CALL_ORIGINATED_EVENT
Sent to CTI client upon initialization of a
call from the peripheral.
call from the peripheral.
CALL_FAILED_EVENT
When a call cannot be completed.
CALL_CONFERENCED_EVENT When calls are joined into a conference
call.
CALL_TRANSFERRED_EVENT
When a call is transferred to another
destination.
destination.