Cisco Cisco Computer Telephony Integration Option 8.5 Developer's Guide
Table 5-53
MONITOR_AGENT_TEAM_STOP_REQ Message Format
Field Name
Value
Data Type
Byte
Size
Size
MessageHeader
Standard message header.
MessageType = 137.
MessageType = 137.
MHDR
8
InvokeID
Set to the same value as the
InvokeID from the corresponding
request message.
InvokeID from the corresponding
request message.
UINT
4
MonitorID
The Monitor ID.
UINT
4
Maximum message size (including header)
16
5-69
CTI Server Message Reference Guide (Protocol Version 9) Release 7.0(0)
Chapter 5 Application Level Interfaces
Call Data Update Service
When the request has been received, the CTI Server responds to the CTI Client with the
MONITOR_AGENT_TEAM_STOP_CONF message:
MONITOR_AGENT_TEAM_STOP_CONF message:
Table 5-54
MONITOR_AGENT_TEAM _STOP_CONF Message Format
Field Name
Value
Data Type
Byte
Size
Size
MessageHeader
Standard message header.
MessageType = 138.
MessageType = 138.
MHDR
8
InvokeID
Set to the same value as the
InvokeID from the corresponding
request message.
InvokeID from the corresponding
request message.
UINT
4
Maximum message size (including header)
12
Call Data Update Service
ICM software maintains a set of call variables for each call. When ICM software pre-routes a call, it
initializes each call variable to either a peripheral-determined value or a null string prior to executing
the routing script. Post-routed calls initialize all call variables to peripheral-determined values.
initializes each call variable to either a peripheral-determined value or a null string prior to executing
the routing script. Post-routed calls initialize all call variables to peripheral-determined values.
ICM software can use the values of the call variables to make routing decisions. The variables may
contain additional information about the caller, such as result of a host database query. While routing a
call, the ICM routing script may update one or more of the call variables.
contain additional information about the caller, such as result of a host database query. While routing a
call, the ICM routing script may update one or more of the call variables.
A CTI client associated with the call may also set the call variables by using the
SET_CALL_DATA_REQ message. When a call terminates, the final values of the call are recorded in
the ICM’s central database and are available for use in historical reports. CTI clients with the Call Data
Update service enabled may set an additional variable, CallWrapupData, for recording additional call
information in the ICM’s central database. The CTI client has a small amount of time (configurable
during ICM setup, default is 2 minutes) after the completion of a call to provide the call wrapup data
before the call termination record is logged in the ICM database.
SET_CALL_DATA_REQ message. When a call terminates, the final values of the call are recorded in
the ICM’s central database and are available for use in historical reports. CTI clients with the Call Data
Update service enabled may set an additional variable, CallWrapupData, for recording additional call
information in the ICM’s central database. The CTI client has a small amount of time (configurable
during ICM setup, default is 2 minutes) after the completion of a call to provide the call wrapup data
before the call termination record is logged in the ICM database.
When one or more call variables are determined by the peripheral, an ICM Peripheral Configuration
entry, CallControlVariableMap, determines if a CTI client may override the peripheral-determined
setting of each call variable. You can set the value of CallControlVariableMap for each peripheral in
entry, CallControlVariableMap, determines if a CTI client may override the peripheral-determined
setting of each call variable. You can set the value of CallControlVariableMap for each peripheral in