Cisco Cisco Computer Telephony Integration Option 8.5 개발자 가이드
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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
AGENT_PRE_CALL_EVENT
An AGENT_PRE_CALL_EVENT message is generated when a call is routed to Enterprise Agent. The
message contains the call context data that is assigned to the call after it arrives at the agent’s desktop.
Unlike the translation route event message, which is only sent to All Event clients, the
AGENT_PRE_CALL_ EVENT message is also sent to the targeted Client Events client, if any.
Typically, the AGENT_PRE_CALL_EVENT message is received before the BEGIN_ CALL_EVENT
announcing the arrival of the call at the agent’s device. Application developers should note that it is
possible, but not typical, for the call to arrive at the agent and to receive a BEGIN_CALL_EVENT
message and other call event messages for the call before the AGENT_PRE_CALL_EVENT message is
received.
message contains the call context data that is assigned to the call after it arrives at the agent’s desktop.
Unlike the translation route event message, which is only sent to All Event clients, the
AGENT_PRE_CALL_ EVENT message is also sent to the targeted Client Events client, if any.
Typically, the AGENT_PRE_CALL_EVENT message is received before the BEGIN_ CALL_EVENT
announcing the arrival of the call at the agent’s device. Application developers should note that it is
possible, but not typical, for the call to arrive at the agent and to receive a BEGIN_CALL_EVENT
message and other call event messages for the call before the AGENT_PRE_CALL_EVENT message is
received.
The AGENT_PRE_CALL_EVENT message is defined in
Field Name
Value
Data Type
Max.
Size
Size
ConnectionDeviceID
(Optional)
The identifier of the connection between the call
and the device.
and the device.
STRING
64
Table 5-23
AGENT_PRE_CALL_EVENT Message Format
Fixed Part
Field Name
Value
Data Type
Byte
Size
Size
MessageHeader
Standard message header. MessageType = 105.
MHDR
8
MonitorID
The Monitor ID of the device monitor that caused this
message to be sent to the client, or zero if there is no
monitor associated with the event (All Events Service).
message to be sent to the client, or zero if there is no
monitor associated with the event (All Events Service).
UINT
4
NumNamed
Variables
Variables
The number of NamedVariable floating fields present in
the floating part of the message.
the floating part of the message.
USHORT
2
NumNamedArrays
The number of NamedArray floating fields present in the
floating part of the message.
floating part of the message.
USHORT
2
ServiceNumber
The service that the call is attributed to, as known to the
peripheral. May contain the special value
NULL_SERVICE (
peripheral. May contain the special value
NULL_SERVICE (
) when not applicable or not
available.
UINT
4
ServiceID
The Unified CCE ServiceID of the service that the call is
attributed to. May contain the special value NULL_
SERVICE (
attributed to. May contain the special value NULL_
SERVICE (
) when not applicable or not
available.
UINT
4
SkillGroupNumber
The number of the agent Skill Group the call is attributed
to, as known to the peripheral. May contain the special
value NULL_ SKILL_GROUP (
to, as known to the peripheral. May contain the special
value NULL_ SKILL_GROUP (
applicable or not available. Some ACDs ignore this field
and/or use the ACD default; see the list immediately
following
and/or use the ACD default; see the list immediately
following
UINT
4