Cisco Cisco Computer Telephony Integration Option 8.5 개발자 가이드

5-3

CTI Server Message Reference Guide (Protocol Version 15) for Cisco Unified Contact Center Enterprise

Release 8.5(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 always precedes any other event messages for that call. If any subsequent changes to the call
context data occur, the CTI Server sends CALL_DATA_UPDATE_EVENT messages containing the
changed call data to the CTI client. There can be multiple calls with the same ConnectionCallID value.

Table 5-2

defines the format of the BEGIN_CALL_EVENT message.

CALL_REACHED_NETWORK_ EVENT

When an outbound call is connected to another
network.

CALL_QUEUED_EVENT

When a call is placed in a queue pending 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

When a call that was previously announced 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.

RTP_STOPPED_EVENT

Indicates that a Real Time Protocol (RTP) 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

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