Cisco Cisco Computer Telephony Integration Option 9.0 Guia De Referência
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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
Client Control Service
Figure 5-9
Client Control Service Message Flow
summarizes the Client Control service messages.
Table 5-88
Client Contro Service Messages
Message
Action Requested
Server Response Message
QUERY_AGENT_STATE_
REQ
REQ
Retrieve the current state of an agent at
a specified device.
a specified device.
QUERY_AGENT_STATE_
CONF
CONF
SET_AGENT_STATE_
REQ
REQ
Change an ACD agent’s state.
SET_AGENT_STATE_ CONF
ALTERNATE_CALL_REQ
Place an active call on hold and then
retrieve a previously held call or
answer an alerting call at the same
device.
retrieve a previously held call or
answer an alerting call at the same
device.
ALTERNATE_CALL_CONF
ANSWER_CALL_REQ
Connect an alerting call at the device
that is alerting.
that is alerting.
ANSWER_CALL_CONF
CLEAR_CALL_REQ
Release all devices from the specified
call.
call.
CLEAR_CALL_CONF
CLEAR_CONNECTION_
REQ
REQ
Release a specific device connection
from the designated call.
from the designated call.
CLEAR_CONNECTION_
CONF
CONF
CONFERENCE_CALL_
REQ
REQ
Conference an existing held call with
another active call.
another active call.
CONFERENCE_CALL_
CONF
CONF
CONSULTATION_CALL_
REQ
REQ
Place an active call on hold and then
make a new call.
make a new call.
CONSULTATION_CALL_
CONF
CONF
DEFLECT_CALL_REQ
Move an alerting call from a known
device to another device.
device to another device.
DEFLECT_CALL_CONF
HOLD_CALL_REQ
Place an existing call connection into
the held state.
the held state.
HOLD_CALL_CONF
MAKE_CALL_REQ
Initiate a call between two devices.
MAKE_CALL_CONF
RECONNECT_CALL_
REQ
REQ
Clear an active call and retrieve an
existing held call.
existing held call.
RECONNECT_CALL_CONF
RETRIEVE_CALL_REQ
Retrieve an existing held connection.
RETRIEVE_CALL_CONF
TRANSFER_CALL_REQ
Transfer a held call to another active
call at the same device.
call at the same device.
TRANSFER_CALL_CONF
CTI Client
CTI Server
SET_AGENT_STATE_REQ
SET_AGENT_STATE_CONF