Cisco Cisco Computer Telephony Integration Option 9.0 Références techniques
101
CTI Server Message Reference Guide (Protocol Version 17) for Cisco Unified Contact Center Enterprise
Release 10.0(1)
Client Control Service
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).
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 Unified CCE r as a Post-Route request from the peripheral’s routing client. The label
returned in the Unified CCE’s route response then initiates the call instead of the given dialed number.
This enables the CTI client to harness the power of the Unified CCE 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 Unified CCE r as a Post-Route request from the peripheral’s routing client. The label
returned in the Unified CCE’s route response then initiates the call instead of the given dialed number.
This enables the CTI client to harness the power of the Unified CCE 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.
The CTI client may receive unsolicited call or agent event messages that are caused by the request before
or after the request confirmation message.
or after the request confirmation message.
illustrates the general Client Control message flow (using the messages to control agent state,
described later in this section):
Table 5-88
CONTROL_FAILURE CONF Message Format
Field Name
Value
Data Type
Byte Size
MessageHeader
Standard message header. MessageType = 35.
MHDR
8
InvokeID
Set to the value of the InvokeID from the
corresponding request message.
corresponding request message.
UINT
4
FailureCode
One of the values from
specifying the
reason that the request failed.
USHORT
2
PeripheralError Code
Peripheral-specific error data, if available. Zero
otherwise.
otherwise.
UINT
4
Maximum message size (including header):
18