Cisco Cisco Computer Telephony Integration Option 9.0 Developer's Guide

At any time, for monitoring quality of service, training, etc., a supervisor CTI client may send a 
SUPERVISE_CALL_REQ message to the CTI Server to request silent monitoring, whisper, barge-in or 
interception of a call. At end of such call supervision, a supervisor CTI client should send 
SUPERVISE_CALL_REQ message with SUPERVISOR_CLEAR as the SupervisorAction value to 
disconnect the supervisor’s device from the call.

The SUPERVISE_CALL_REQ message, defined in 

, allows a supervisor CTI Client to 

supervise an agent’s call, either through barge-in or interception. The client may select a specific agent 
call connection, or may select an agent’s currently active call by specifying only the agent:

MessageHeader

Standard message header. 
MessageType = 124.

MHDR

8

InvokeID

An ID for this request message 
that will be returned in the 
corresponding confirm 
message.

UINT

4

PeripheralID

The ICM PeripheralID of the 
ACD where the call is located.

UINT

4

AgentConnection 
CallID

The Call ID value assigned to 
the call by the peripheral or 
ICM software. May contain 
the special value 0xffffffff 
when selecting the agent’s 
currently active call.

UINT

4

SupervisorConnection 
CallID

The Call ID value of the 
supervisor. If there is no 
supervisor call, this field must 
be set to 0xffffffff.

UINT

4

AgentConnection 
DeviceIDType

Indicates the type of the 
connection identifier supplied 
in the AgentConnection 
DeviceID floating field 
(

USHORT

2

SupervisorConnection 
DeviceIDType

Indicates the type of the 
connection identifier supplied 
in the SupervisorConnection 
DeviceID floating field 
(

USHORT

2