Cisco Cisco Computer Telephony Integration Option 9.0 Developer's Guide
5-166
CTI Server Message Reference Guide (Protocol Version 9) Release 7.0(0)
Chapter 5 Application Level Interfaces
Client Control Service
When a supervisor CTI client has been notified the CTI Server responds to the CTI Client with the
SUPERVISOR_ASSIST_CONF message:
SUPERVISOR_ASSIST_CONF message:
Table 5-130
SUPERVISOR_ASSIST_CONF Message Format
Fixed Part
Field Name
Value
Data Type
Byte
Size
Size
MessageHeader
Standard message header.
MessageType = 119.
MessageType = 119.
MHDR
8
InvokeID
Set to the same value as the
InvokeID from the corresponding
request message.
InvokeID from the corresponding
request message.
UINT
4
ConnectionCallID
The Call ID value assigned to the
resulting SupervisorAssist call by
the peripheral or ICM software.
resulting SupervisorAssist call by
the peripheral or ICM software.
UINT
4
ConnectionDevice
IDType
IDType
Indicates the type of the connection
identifier supplied in the
ConnectionDeviceID floating field
(
identifier supplied in the
ConnectionDeviceID floating field
(
).
USHORT
2
LineHandle
This field identifies the teleset line
used, if known. Otherwise this field
is set to 0xffff.
used, if known. Otherwise this field
is set to 0xffff.
USHORT
2
LineType
Indicates the type of the teleset line
given in the LineHandle field
(
given in the LineHandle field
(
).
USHORT
2
Floating Part
Field Name
Value
Data Type
Max.
Size
Size
ConnectionDevice
ID
ID
The identifier of the device
connection associated with the new
call.
connection associated with the new
call.
STRING
64
Maximum message size (including header)
88
EMERGENCY_CALL_REQ
When an agent needs to declare an emergency situation to their supervisor, an agent may send
EMERGENCY_CALL_REQ to the CTI server to notify an agent team supervisor. Like the Supervisor
Assist Request, the message will be forwarded to the PIM, who will first check the team’s primary
supervisor. If the primary supervisor is not available, the PIM will initiate a post-route request to the
ICM CallRouter using the team’s configured DialedNumber to find an available supervisor in the
supervisor group. Once an available supervisor is found, a call with calltype EMERGENCY_ASSIST is
initiated and an EMERGENCY_CALL_CONF will be sent to the requesting client. If no supervisor can
be found a FAILURE_CONF response is returned to the requesting client. In addition, an
EMERGENCY_CALL_EVENT will be sent to all bridge applications, even if no supervisor was found.
At same time, an EMERGENCY_CALL_EVENT will be sent to recording servers. Emergency Call
requests will always cause an ICM event to be reported whether or not a supervisor was found to satisfy
the request.
EMERGENCY_CALL_REQ to the CTI server to notify an agent team supervisor. Like the Supervisor
Assist Request, the message will be forwarded to the PIM, who will first check the team’s primary
supervisor. If the primary supervisor is not available, the PIM will initiate a post-route request to the
ICM CallRouter using the team’s configured DialedNumber to find an available supervisor in the
supervisor group. Once an available supervisor is found, a call with calltype EMERGENCY_ASSIST is
initiated and an EMERGENCY_CALL_CONF will be sent to the requesting client. If no supervisor can
be found a FAILURE_CONF response is returned to the requesting client. In addition, an
EMERGENCY_CALL_EVENT will be sent to all bridge applications, even if no supervisor was found.
At same time, an EMERGENCY_CALL_EVENT will be sent to recording servers. Emergency Call
requests will always cause an ICM event to be reported whether or not a supervisor was found to satisfy
the request.