Cisco Cisco Computer Telephony Integration Option 8.5 Developer's Guide
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CTI Server Message Reference Guide (Protocol Version 9) Release 7.0(0)
Chapter 5 Application Level Interfaces
Connection Monitor Service
Connection Monitor Service
The Connection Monitor service generates ICM Alarm Events whenever a CTI client session that has
been granted this service is established or is terminated. The alarm messages contain the ClientID, Client
Signature, and IP address of the CTI client and indicate whether the session was established, terminated
normally (i.e. a CTI client CLOSE_REQ), or terminated abnormally. You can use these alarms to notify
administrative personnel when, for example, an unattended CTI Bridge Server client may need attention.
This service has no CTI client messages.
been granted this service is established or is terminated. The alarm messages contain the ClientID, Client
Signature, and IP address of the CTI client and indicate whether the session was established, terminated
normally (i.e. a CTI client CLOSE_REQ), or terminated abnormally. You can use these alarms to notify
administrative personnel when, for example, an unattended CTI Bridge Server client may need attention.
This service has no CTI client messages.
Client Control Service
The Client Control service lets CTI client applications request changes to agent states, establish, answer,
control, and terminate calls on behalf of a specified agent position, and manipulate telephone features
associated with a desktop telephone device. The Client Control service permits a CTI client with Client
Events service to control the associated agent device and rejects attempts to control any other devices.
CTI clients with All Events service may attempt to control any agent device (subject to any limitations
imposed by the peripheral).
control, and terminate calls on behalf of a specified agent position, and manipulate telephone features
associated with a desktop telephone device. The Client Control service permits a CTI client with Client
Events service to control the associated agent device and rejects attempts to control any other devices.
CTI clients with All Events service may attempt to control any agent device (subject to any limitations
imposed by the peripheral).
Client Control service messages that initiate new calls contain a boolean PostRoute field. When this field
is set to TRUE, the value in the DialedNumber field of the message and the accumulated call context
data is presented to ICM software r as a Post-Route request from the peripheral’s routing client. The label
returned in the ICM’s route response then initiates the call instead of the given dialed number. This
enables the CTI client to harness the power of the ICM to find the most appropriate destination for the
call.
is set to TRUE, the value in the DialedNumber field of the message and the accumulated call context
data is presented to ICM software r as a Post-Route request from the peripheral’s routing client. The label
returned in the ICM’s route response then initiates the call instead of the given dialed number. This
enables the CTI client to harness the power of the ICM to find the most appropriate destination for the
call.
The Client Control service consists of paired request/response messages. The CTI client sends a request
message for the desired control action, and the CTI Server response indicates the outcome of the request.
Depending on the specifics of the request, 10 to 15 seconds may elapse before the CTI Server returns
the response message.
message for the desired control action, and the CTI Server response indicates the outcome of the request.
Depending on the specifics of the request, 10 to 15 seconds may elapse before the CTI Server returns
the response message.
Receipt of the request is indicated by the corresponding control action confirmation message (see
). If a request is unsuccessful, the CTI server instead sends a CONTROL_FAILURE_CONF
message to indicate that the requested control service function identified by the given InvokeID was
unsuccessful.
unsuccessful.
defines the CONTROL_FAILURE_CONF message.
DESK_NON_ACD_CALLS_
ALLOWED_MASK
ALLOWED_MASK
Set when the agent can place
or handle non-ACD calls.
or handle non-ACD calls.
0x00001000
DESK_AGENT_CAN_SELECT_
GROUP_MASK
GROUP_MASK
Set when the agent can
select which groups they are
logged in to
select which groups they are
logged in to
0x00002000
Table 5-85
Boolean Desk Settings Masks (continued)
Table 5-86
CONTROL_FAILURE CONF Message Format
Field Name
Value
Data Type
Byte
Size
Size
MessageHeader
Standard message header.
MessageType = 35.
MessageType = 35.
MHDR
8
InvokeID
Set to the value of the InvokeID from
the corresponding request message.
the corresponding request message.
UINT
4