Cisco Cisco Computer Telephony Integration Option 8.5 Developer's Guide

A CTI Supervisor Client could use the LIST_AGENT_TEAM_REQ message to obtain the list of 
associated agent teams. Once the list of agent teams is obtained, the supervisor could use 
MONITOR_AGENT_TEAM_START_REQ to start monitoring agent teams. The agent states of the 
agent team will be send to the requesting supervisor session until a 
MONITOR_AGENT_TEAM_STOP_REQ is received.  

When any change is made to the agent team configuration, an AGENT_TEAM_CONFIG_EVENT will 
be sending out.   If agent team and supervisor mapping are changed (add or remove), an 
AGENT_TEAM_CONFIG_EVENT will be sending out with AgentFlags set to 0x0004 for supervisor. 

ConfigOperation

The type of agent team 
configuration change to perform. 
One of the following values:

     0: Restore Permanent 
Configuration; 

     1: Add Agent;     

     2: Remove Agent.

USHORT

2

AgentID

The AgentID of a member of the 
Agent Team.  Or SupervisorID of 
the agent team. There may be 
more than one AgentID field in the 
messages (see NumberOfAgents). 

STRING

12

AgentFlags

A set of flags indicating the 
attributes of the corresponding 
AgentID. Possible values are:

     0x0001: Primary Supervisor;

     0x0002: Temporary Agent;

     0x0004: Supervisor.

(0 flag is for regular agent)

There may be more than one 
AgentFlag field in the message 
(see NumberOfAgents).

USHORT

2

AgentState

One of the values from 

 

representing the current overall 
state of the associated agent.

USHORT

2

StateDuration

The number of seconds since the 
agent entered this state.

UINT

4

Maximum message size (including header)

1812