Cisco Cisco Computer Telephony Integration OS 8.5 Guida Dello Sviluppatore
Table 5-40
SESSION_MONITOR_STOP_CONF Message Format
Field Name
Value
Data
Type
Type
Byte
Size
Size
MessageHeader
Standard message header.
MessageType =104.
MessageType =104.
MHDR
8
InvokeID
Set to the same value as the InvokeID
from the corresponding request
message.
from the corresponding request
message.
UINT
4
Maximum message size (including header):
12
5-58
CTI Server Message Reference Guide (Protocol Version 9) Release 7.0(0)
Chapter 5 Application Level Interfaces
Supervisor Service
Supervisor Service
The Supervisor service requests supervisor services when the client opens a CTI session.
CTI_SERVICE_SUPERVISOR service type will be used in addition to the existing Service types, and
requires CTI_SERVICE_CLIENT_EVENTS to be specified as well.
CTI_SERVICE_SUPERVISOR service type will be used in addition to the existing Service types, and
requires CTI_SERVICE_CLIENT_EVENTS to be specified as well.
Supervisor services rely on the configuration of Agent Teams in the ICM database. When an agent opens
a session with CTI_SERVICE_SUPERVISOR service type requested, the CTIServer will check to see if
the agent is configured as a supervisor. If the agent is a supervisor, the CTIServer will open the session
and send the OPEN_CONF to the agent. Otherwise, the FAILURE_CONF message with the status code
set to E_CTI_FUNCTION_NOT_AVAILABLE will be sent to the requesting client.
a session with CTI_SERVICE_SUPERVISOR service type requested, the CTIServer will check to see if
the agent is configured as a supervisor. If the agent is a supervisor, the CTIServer will open the session
and send the OPEN_CONF to the agent. Otherwise, the FAILURE_CONF message with the status code
set to E_CTI_FUNCTION_NOT_AVAILABLE will be sent to the requesting client.
The CTI Client that has been granted Supervisor Service receives notifications whenever agent team
clients request supervisor assistance or indicate that they are handling an emergency call. The following
messages are used by Supervisor Service clients to provide these notifications and to perform agent
supervisory functions.
clients request supervisor assistance or indicate that they are handling an emergency call. The following
messages are used by Supervisor Service clients to provide these notifications and to perform agent
supervisory functions.
Table 5-41
Supervisor Service Messages
Message
When Sent to CTI Client
SUPERVISE_CALL_REQ
When a supervisor requests to barge in or
intercept a call.
intercept a call.
EMERGENCY_CALL_EVENT
When the CTI Server is handling the
current call as an emergency call.
current call as an emergency call.
AGENT_TEAM_CONFIG_
EVENT
EVENT
When a supervisor adds or changes the
list of agent team members.
list of agent team members.
LIST_AGENT_TEAM_REQ
When a supervisor requests a list of
associated agent teams.
associated agent teams.
MONITOR_AGENT_TEAM_
START_REQ
START_REQ
When a supervisor starts monitoring an
agent team.
agent team.
MONITOR_AGENT_TEAM_
STOP_REQ
STOP_REQ
When a supervisor stops monitoring an
agent team.
agent team.