Cisco Cisco Computer Telephony Integration Option 8.5 참조 가이드
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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
Supervisor Service
The SUPERVISE_CALL_REQ message, defined in
, allows a supervisor CTI Client to
supervise an agent’s call, either through barge-in or interception. The client may select a specific agent
call connection, or may select an agent’s currently active call by specifying only the agent:
call connection, or may select an agent’s currently active call by specifying only the agent:
Table 5-43
SUPERVISE_CALL_REQ Message Format
Fixed Part
Field Name
Value
Data Type
Byte
Size
Size
MessageHeader
Standard message header. MessageType =
124.
124.
MHDR
8
InvokeID
An ID for this request message that will be
returned in the corresponding confirm
message.
returned in the corresponding confirm
message.
UINT
4
PeripheralID
The Unified ICM PeripheralID of the ACD
where the call is located.
where the call is located.
UINT
4
AgentConnection CallID
The Call ID value assigned to the call by the
peripheral or Unified ICM. May contain the
special value 0xffffffff when selecting the
agent’s currently active call.
peripheral or Unified ICM. May contain the
special value 0xffffffff when selecting the
agent’s currently active call.
UINT
4
SupervisorConnection CallID
The Call ID value of the supervisor. If there
is no supervisor call, this field must be set
to 0xffffffff.
is no supervisor call, this field must be set
to 0xffffffff.
UINT
4
AgentConnection DeviceIDType
Indicates the type of the connection
identifier supplied in the AgentConnection
DeviceID floating field (
identifier supplied in the AgentConnection
DeviceID floating field (
).
USHORT
2
SupervisorConnection
DeviceIDType
DeviceIDType
Indicates the type of the connection
identifier supplied in the
SupervisorConnection DeviceID floating
field (
identifier supplied in the
SupervisorConnection DeviceID floating
field (
USHORT
2
SupervisoryAction
One of the values from
specifying the desired call supervision
operation.
operation.
USHORT
2
Floating Part
Field Name
Value
Data Type
Max.
Size
Size
AgentConnection DeviceID
The identifier of the connection of the agent
call and the agent’s device. Either
ConnectionCallID and
ConnectionDeviceID, or one of
AgentExtension, AgentID, or
AgentInstrument must be provided.
call and the agent’s device. Either
ConnectionCallID and
ConnectionDeviceID, or one of
AgentExtension, AgentID, or
AgentInstrument must be provided.
STRING
64
Supervisor Connection DeviceID
The identifier of the connection of the
supervisor call and the supervisor’s device.
Either Connection CallID and Connection
DeviceID, or one of Agent Extension,
AgentID, or Agent Instrument must be
provided.
supervisor call and the supervisor’s device.
Either Connection CallID and Connection
DeviceID, or one of Agent Extension,
AgentID, or Agent Instrument must be
provided.
STRING
64