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
Client Events Service
AGENT_STATE_EVENT
The CTI Server may send an AGENT_STATE_EVENT message to the CTI client when an agent state
change occurs (such as logging on or becoming available to handle incoming calls). The
AGENT_STATE_EVENT message is defined in
change occurs (such as logging on or becoming available to handle incoming calls). The
AGENT_STATE_EVENT message is defined in
Table 5-17
AGENT_STATE_EVENT Message Format
Fixed Part
Field Name
Value
Data Type
Byte
Size
Size
MessageHeader
Standard message header.
MessageType = 30.
MessageType = 30.
MHDR
8
MonitorID
The Monitor ID of the device or
call monitor that caused this
message to be sent to the client, or
zero if there is no monitor
associated with the event (All
Events Service).
call monitor that caused this
message to be sent to the client, or
zero if there is no monitor
associated with the event (All
Events Service).
UINT
4
PeripheralID
The Unified ICM PeripheralID of
the ACD where the call activity
occurred.
the ACD where the call activity
occurred.
UINT
4
SessionID
The CTI client SessionID of the
Client_Events session associated
with this agent, or zero if no such
CTI session is currently open.
Client_Events session associated
with this agent, or zero if no such
CTI session is currently open.
UINT
4
PeripheralType
The type of the peripheral
(
(
).
USHORT
2
SkillGroupState
One of the values from
representing the current state of the
associated agent with respect to the
indicated Agent Skill Group.
associated agent with respect to the
indicated Agent Skill Group.
USHORT
2
StateDuration
The number of seconds since the
agent entered this state (typically
0).
agent entered this state (typically
0).
UINT
4
SkillGroupNumber
The number of the agent
SkillGroup affected by the state
change, as known to the peripheral.
May contain the special value
NULL_SKILL_ GROUP
(
SkillGroup affected by the state
change, as known to the peripheral.
May contain the special value
NULL_SKILL_ GROUP
(
) if not applicable or not
available. Some ACDs ignore this
field and/or use the ACD default;
see the list immediately following
field and/or use the ACD default;
see the list immediately following
USINT
4