Cisco Cisco Computer Telephony Integration OS 8.5 Guia De Referência

The following is a list of additions and changes made to the CTI Server in Protocol Version 8 (ICM 
Version 4.6).

Moved the RTP_STARTED_EVENT and RTP_STOPPED_EVENT messages to the ClientEvents 
Service.

Added AgentInstrument optional field to the following messages:

ALTERNATE_CALL_REQ

CLEAR_CALL_REQ

CONFERENCE_CALL_REQ

DEFLECT_CALL_REQ

HOLD_CALL_REQ

RECONNECT_CALL_REQ

RETRIEVE_CALL_REQ

TRANSFER_CALL_REQ

SEND_DTMF_SIGNAL_REQ

Added CalledPartyDisposition field to the BEGIN_CALL_EVENT, 
CALL_DATA_UPDATE_EVENT, and SNAPSHOT_CALL_CONF messages.

Added CallType and CalledPartyDisposition fields to the SET_CALL_DATA_REQ message.

Added BlendedAgent support. 

Add CALLTYPE_PREVIEW and CALLTYPE_RESERVATION call types (see 

). 

Add CallType and/or CalledPartyDisposition fields to the SET_CALL_DATA_REQ, 
BEGIN_CALL_EVENT, CALL_DATA_ UPDATE_EVENT, and SNAPSHOT_CALL_CONF 
messages.

Added CampaignID and QueryRuleID fields to the SET_CALL_DATA_REQ and 
CALL_DATA_UPDATE_EVENT messages.

Add real time and 5 minutes fields to the QUERY_SKILL_GROUP_STATISTICS_CONF message.

Add new AutoOut, Preview, and Reservation call metrics to the 
QUERY_AGENT_STATISTICS_CONF and QUERY_SKILL_GROUP_STATISTICS_CONF 
messages.

Added SessionID field to the AGENT_STATE_EVENT message.

Add new BargeIn, Intercept, Monitor, Whisper, and Emergency call metrics to the 
QUERY_AGENT_STATISTICS_CONF and QUERY_SKILL_GROUP_STATISTICS_CONF 
messages.

Added Supervisor services. See 

 in 

Added the following new messages:

SET_DEVICE_ATTRIBUTES_REQ / CONF

SUPERVISOR_ASSIST_REQ/CONF

EMERGENCY_CALL_REQ/CONF

SUPERVISE_CALL_REQ/CONF

AGENT_TEAM_CONFIG_REQ/CONF/EVENT