Cisco Cisco Computer Telephony Integration OS 8.5 Guida Di Riferimento
5-3
CTI Server Message Reference Guide (Protocol Version 14) for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 8.0(1)
Chapter 5 Application Level Interfaces
Client Events Service
Figure 5-1
Typical Unsolicited Call Event Message Flow
BEGIN_CALL_EVENT
When the CTI Server associates a call with the CTI client, it sends the client a BEGIN_CALL_EVENT
message. This message provides the call ID and the initial call context data. The combination of
ConnectionCallID, ConnectionDeviceIDType, and ConnectionDeviceID uniquely identify the call. This
message. This message provides the call ID and the initial call context data. The combination of
ConnectionCallID, ConnectionDeviceIDType, and ConnectionDeviceID uniquely identify the call. This
CALL_DIVERTED_EVENT
When a call is removed from a previous
delivery target.
delivery target.
CALL_SERVICE_INITIATED_
EVENT
EVENT
When telecommunications service is
initiated at the agent’s teleset.
initiated at the agent’s teleset.
AGENT_STATE_EVENT
When an agent’s state changes.
CALL_REACHED_NETWORK_
EVENT
EVENT
When an outbound call is connected to
another network.
another network.
CALL_QUEUED_EVENT
When a call is placed in a queue pending
the availability of a resource.
the availability of a resource.
CALL_DEQUEUED_EVENT
When a call is removed from a queue.
AGENT_PRE_CALL_EVENT
When a call is routed to Enterprise Agent.
AGENT_PRE_CALL_ABORT_
EVENT
EVENT
When a call that was previously announced
through an AGENT_PRE_CALL_ EVENT
message cannot be routed as intended.
through an AGENT_PRE_CALL_ EVENT
message cannot be routed as intended.
RTP_STARTED_EVENT
Indicates that a Real Time Protocol (RTP)
media stream has been started.
media stream has been started.
RTP_STOPPED_EVENT
Indicates that a Real Time Protocol (RTP)
media stream has been stopped.
media stream has been stopped.
Table 5-1
Client Events Service Messages (continued)
CTI Client
CTI Server
CALL_ESTABLISHED_EVENT
CALL_CLEARED_EVENT
AGENT_STATE_EVENT
AGENT_STATE_EVENT
AGENT_STATE_EVENT
Call Alerting
("ringing") at agent
teleset
Agent talking on call
Call completed,
agent in call wrap-up
Call wrap-up
complete, agent
available for another
call
CALL_DELIVERED_EVENT
END_CALL_EVENT
BEGIN_CALL_EVENT