Cisco Cisco Computer Telephony Integration Option 9.0 Developer's Guide

MessageHeader

Standard message header. 
MessageType =104.

MHDR

8

InvokeID

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

UINT

4

Maximum message size (including header):

12

The Supervisor service requests supervisor services when the client opens a CTI session. 
CTI_SERVICE_SUPERVISOR service type will be used in addition to the existing Service types, and 
requires CTI_SERVICE_CLIENT_EVENTS to be specified as well.

Supervisor services rely on the configuration of Agent Teams in the ICM database.  When an agent opens 
a session with CTI_SERVICE_SUPERVISOR service type requested, the CTIServer will check to see if 
the agent is configured as a supervisor. If the agent is a supervisor, the CTIServer will open the session 
and send the OPEN_CONF to the agent. Otherwise, the FAILURE_CONF message with the status code 
set to E_CTI_FUNCTION_NOT_AVAILABLE will be sent to the requesting client.

The CTI Client that has been granted Supervisor Service receives notifications whenever agent team 
clients request supervisor assistance or indicate that they are handling an emergency call. The following 
messages are used by Supervisor Service clients to provide these notifications and to perform agent 
supervisory functions.

SUPERVISE_CALL_REQ

When a supervisor requests to barge in or 
intercept a call.

EMERGENCY_CALL_EVENT

When the CTI Server is handling the 
current call as an emergency call.

AGENT_TEAM_CONFIG_ 
EVENT

When a supervisor adds or changes the 
list of agent team members.

LIST_AGENT_TEAM_REQ

When a supervisor requests a list of 
associated agent teams.

MONITOR_AGENT_TEAM_ 
START_REQ

When a supervisor starts monitoring an 
agent team.

MONITOR_AGENT_TEAM_ 
STOP_REQ

When a supervisor stops monitoring an 
agent team.