- Preface
- Introduction
- CTI OS Client Interface Library Architecture
- CIL Coding Conventions
- Building Your Custom CTI Application
- CTI OS ActiveX Controls
- Event Interfaces and Events
- CtiOs Object
- Session Object
- Agent Object
- Call Object
- SkillGroup Object
- Helper Classes
- SilentMonitorManager Object
- CTI OS Keywords and Enumerated Types
- CTI OS Logging
Contents
- Event Interfaces and Events
- Event Publication Model
- ISessionEvents Interface
- OnConnection
- OnConnectionClosed
- OnConnectionFailure
- OnConnectionRejected
- OnCTIOSFailure
- OnCurrentAgentReset
- OnCurrentCallChanged
- OnFailure Event
- OnGlobalSettingsDownloadConf
- OnHeartbeat
- OnMissingHeartbeat
- OnMonitorModeEstablished
- OnSnapshotDeviceConf
- OnSnapshotSkillGroupList
- OnTranslationRoute
- ICallEvents Interface
- OnAgentPrecallEvent
- OnAgentPrecallAbortEvent
- OnAlternateCallConf
- OnAnswerCallConf
- OnCallBegin
- OnCallCleared
- OnCallConnectionCleared
- OnCallConferenced
- OnCallDataUpdate
- OnCallDelivered
- OnCallDequeuedEvent
- OnCallDiverted
- OnCallEnd
- OnCallEstablished
- OnCallFailed
- OnCallHeld
- OnCallOriginated
- OnCallQueuedEvent
- OnCallReachedNetworkEvent
- OnCallRetrieved
- OnCallServiceInitiatedEvent
- OnCallStartRecordingConf
- OnCallStopRecordingConf
- OnCallTransferred
- OnClearCallConf
- OnClearConnectionConf
- OnConferenceCallConf
- OnConsultationCallConf
- OnControlFailureConf
- OnHoldCallConf
- OnMakePredictiveCallConf
- OnReconnectCallConf
- OnReleaseCallConf
- OnRetrieveCallConf
- OnSendDTMFConf
- OnSetCallDataConf
- OnSnapshotCallConf
- OnTransferCallConf
- IAgentEvents Interface
- OnAgentDeskSettingsConf
- OnAgentGreetingControlConf
- OnAgentInfoEvent
- OnAgentStateChange
- OnAgentStatistics
- OnChatMessage
- OnControlFailureConf
- OnEmergencyCall
- OnLogoutFailed
- OnMakeCallConf
- OnNewAgentTeamMember
- OnPostLogout
- OnPreLogout
- OnQueryAgentStateConf
- OnSetAgentModeEvent
- OnSetAgentStateConf
- OnStartMonitoringAgent
- OnStopMonitoringAgent
- OnUserMessageConf
- ISkillGroupEvents Interface
- OnSkillGroupStatisticsUpdated
- OnSkillInfoEvent
- IButtonEnablementEvents
- OnButtonEnablementChange
- OnSupervisorButtonChange
- IMonitoredAgentEvents Interface
- IMonitoredCallEvents Interface
- ISilentMonitorEvents
- OnCallRTPStarted
- OnCallRTPStopped
- OnStartSilentMonitorConf
- OnSilentMonitorStartedEvent
- For CTI OS Based Silent Monitor
- For CCM-Based Silent Monitor
- OnSilentMonitorStartRequestedEvent
- OnSilentMonitorSessionDisconnected
- OnSilentMonitorStopRequestedEvent
- For CTI OS Based Silent Monitor
- For CCM-Based Silent Monitor
- OnSilentMonitorStatusReportEvent
- OnStopSilentMonitorConf
- OnRTPStreamTimedoutEvent
- IGenericEvents Interface
- OnEvent
- Java Adapter Classes
- IAllInOne
- IAgentEvents
- IButtonEnablementEvents
- ICallEvents
- ISkillGroupEvents
- Events in Java CIL
- Events in .NET CIL
- Event Parameters
- Amount of Nonessential Call Object Parameters
Event Interfaces and Events
This chapter describes the CTI OS Client Interface Library event publications mechanism. Programs written to take advantage of CTI interfaces are generally event driven, meaning that a code module in the application is executed when an external event arrives. The CIL interface provides a rich set of event interfaces and events for use by client programmers.
Events are generated asynchronously, either by the telephony equipment (for example, phone, PBX, and ACD) or by the CTI environment (CTI Server, or CTI OS Server). Each event passes an Arguments structure of key-value pairs that contains all of the event parameters. These parameters are discussed in greater detail in this chapter.
- Event Publication Model
- ISessionEvents Interface
- ICallEvents Interface
- IAgentEvents Interface
- ISkillGroupEvents Interface
- IButtonEnablementEvents
- IMonitoredAgentEvents Interface
- IMonitoredCallEvents Interface
- ISilentMonitorEvents
- IGenericEvents Interface
- Java Adapter Classes
- Events in Java CIL
- Events in .NET CIL
- Event Parameters
Event Publication Model
 Note | The CIL event interfaces discussed in this section and the following sections apply only to the C++, COM, and VB interfaces. For more information about a discussion of Java CIL counterpart events and event handling in the Java CIL, see Events in Java CIL. For more information about a discussion of .NET CIL event handling, see Events in .NET CIL. |
The Client Interface Library provides a publisher-subscriber model for notifying clients of events. Client applications using the CIL can subscribe to one or more of the CIL event interfaces. For more information and examples on how to subscribe and unsubscribe for events, see Building Your Custom CTI Application
The published CIL event interfaces are organized around the different classes of CTI objects that the CIL provides. The event interfaces described in this chapter are:
- ISessionEvents. This interface publishes the events that relate to actions on the Session object.
- ICallEvents. This interface publishes the events that relate to actions on Call objects.
- IAgentEvents. This interface publishes the events that relate to actions on Agent objects.
- ISkillGroupEvents. This interface publishes the events that relate to actions on SkillGroup objects.
- IButtonEnablementEvents. This interface publishes the events that relate to changes in the enable-disable status of softphone buttons.
- ISilentMonitorEvents. This interface sends events to subscribers of the Silent Monitor interface.
- IMonitoredAgentEventsInterface. This interface fires Agent events to a supervisor for his team members.
- IMonitoredCallEventsInterface. This interface sends Call events to a supervisor for one of his agent team members.
- LogEventsAdapter (Java only). This class provides the default implementation for the message handlers in ILogEvents.
- IGenericEvents. This interface sends generic events to subscribers of the IGenericEvents interface.
The remainder of this chapter provides the detailed description of each event interface available from the CIL.
Note | The data type listed for each keyword is the standardized data type discussed in the section CTI OS CIL Data Types in CIL Coding Conventions For more information about the appropriate language specific types for these keywords, see Table 1. |
ISessionEvents Interface
The Session object fires events on the ISessionEvents interface. The following events are published to subscribers of the ISessionEvents interface.
- OnConnection
- OnConnectionClosed
- OnConnectionFailure
- OnConnectionRejected
- OnCTIOSFailure
- OnCurrentAgentReset
- OnCurrentCallChanged
- OnFailure Event
- OnGlobalSettingsDownloadConf
- OnHeartbeat
- OnMissingHeartbeat
- OnMonitorModeEstablished
- OnSnapshotDeviceConf
- OnSnapshotSkillGroupList
- OnTranslationRoute
OnConnection
The OnConnection event is generated after the Connect method succeeds. It returns the name of the connected server and the connection time of day. The client application need not take any special action but can use it to display connection status.
Syntax
C++: void OnConnection(Arguments& args) COM: void OnConnection (IArguments * args) VB: session_OnConnection (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
EventTime |
INT |
Integer value with time of day expressed in milliseconds. |
|
CurrentServer |
STRING |
Name or TCP/IP address of the current connected CTI OS server. |
OnConnectionClosed
The OnConnectionClosed message is generated when a connection is terminated by the client. This message has no fields. This event indicates successful completion of an action that the client (CIL or application using the CIL) initiated. By contrast, the OnConnectionFailure event is generated when the connection terminated for reasons other than that the client closed the connection.
OnConnectionFailure
The OnConnectionFailure event is generated when an established connection fails. It returns the name of the failed connected server and the failure time of day. Retry is automatic and is followed by an OnConnection event when connection is successfully reestablished. The client application need not take any special action but can use this event to display connection status.
Syntax
- C++
- void OnConnectionFailure(Arguments& args)
- COM
- void OnConnectionFailure (IArguments * args)
- VB
- session_OnConnectionFailure (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
- args
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
EventTime |
INT |
Integer value with time of day expressed in milliseconds. |
|
FailedServer |
STRING |
Name or TCP/IP address of the server that failed to respond. See ReasonCode. |
|
ReasonCode |
SHORT |
Reason code 0 : eProtocolMismatch Reason code 1 : eMissedHeartbeats Reason code 2 : eTransportError Reason code 3 : eConnectFail Reason code 4 : eOtherError |
OnConnectionRejected
The OnConnectionRejected event indicates that the client tried to make a connection using incompatible versions of the CTI OS Server and CTI OS CIL.
Syntax
C++: void OnConnectionRejected (Arguments& args) COM: void OnConnectionRejected (IArguments * args) VB: Session_OnConnectionRejected (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
Not currently used, reserved for future use.
OnCTIOSFailure
The OnCTIOSFailure event indicates that the CTI Server fired either a FailureConf or a SystemEvent.
Note | CTI OS CIL sends the disconnect request to CTI OS Server when the login attempt fails. Hence, CTI OS Server closes the client connection. |
Syntax
C++: void OnCTIOSFailure (Arguments& args) COM: void OnCTIOSFailure (IArguments * args) VB: Session_OnCTIOSFailure (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
FailureCode |
INT |
A value according to an enumerated value, as shown immediately following this table. |
|
SystemEventID |
INT |
Present only if FailureCode equals ServerConnectionStatus. Contains a value according to an enumerated value, as shown immediately following this table. |
|
SystemEventArg1 |
INT |
Present only if SystemEventID equals SysPeripheralOnline or SysPeripheralOffline. Contains the peripheral ID of the affected peripheral. |
|
ErrorMessage |
STRING |
An error message. |
Following are the enumerated values for FailureCode:
enum enumCTIOS_FailureCode
{
eDriverOutOfService = 1,
eServiceNotSupported = eDriverOutOfService + 1,
eOperationNotSupported = eServiceNotSupported + 1,
eInvalidPriviledge = eOperationNotSupported + 1,
eUnknownRequestID = eInvalidPriviledge + 1,
eUnknownEventID = eUnknownRequestID + 1,
eUnknownObjectID = eUnknownEventID + 1,
eRequiredArgMissing = eUnknownObjectID + 1,
eInvalidObjectState = eRequiredArgMissing + 1,
eServerConnectionStatus = eInvalidObjectState + 1,
eInconsistentAgentData = eServerConnectionStatus + 1,
eAgentAlreadyLoggedIn = eInconsistentAgentData + 1,
eForcedNotReadyForConfigError = eAgentAlreadyLoggedIn + 1
eMonitorModeConnectionDenied = eForcedNotReadyForConfigError + 1
};
Following are the enumerated values for SystemEventID:
enum enumCTIOS_SystemEventID
{ eSysCentralControllerOnline = 1,
eSysCentralControllerOffline = 2,
eSysPeripheralOnline = 3,
eSysPeripheralOffline = 4,
eSysTextFYI = 5,
eSysPeripheralGatewayOffline = 6,
eSysCtiServerOffline = 7,
eSysCTIOSServerOnline = 8,
eSysHalfHourChange = 9,
eSysInstrumentOutOfService = 10,
eSysInstrumentBackInService = 11,
eSysCtiServerDriverOnline = eSysInstrumentBackInService + 1,
eSysCtiServerDriverOffline = eSysCtiServerDriveOnline + 1,
eSysCTIOSServerOffline = eSysCtiServerDriverOffline + 1,
eSysCTIOSServerOnline = eSysCTIOSServerOffline + 1,
eSysAgentSummaryStatusOnline = eSysCTIOSServerOnline + 1,
eSysAgentSummaryStatusOffline = eSysAgentSummaryStatusOnline + 1
}
Remarks
See the descriptions of the CtiOs_Enums.FailureCode and CtiOs_Enums.SystemEvent interfaces in the Javadoc for information on Java CIL enumerations.
OnCurrentAgentReset
The OnCurrentAgentReset message is generated when the current agent is removed from the session.
Syntax
- C++
- void OnCurrentAgentReset(Arguments& args)
- COM
- void OnCurrentAgentReset (IArguments * args)
- VB
- session_OnCurrentAgentReset (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
- args
Arguments array containing the following fields.
Keyword |
Type |
Description |
|---|---|---|
UniqueObjectID |
STRING |
Unique object ID (if any) of the old current agent that was just removed. |
OnCurrentCallChanged
The OnCurrentCallChanged message is generated when the current call changes to another call.
Syntax
- C++
- void OnCurrentCallChanged(Arguments& args)
- COM
- void OnCurrentCallChanged (IArguments * args)
- VB
- session_OnCurrentCallChanged (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
- args
Arguments array containing the following fields.
| Keyword | Type | Description |
|---|---|---|
UniqueObjectID |
STRING |
Unique object ID (if any) of the new current call. |
OnFailure Event
OnGlobalSettingsDownloadConf
You can configure the client after you are in the CTI OS Server and then download this configuration to each CTI OS client desktop. When an application executes the RequestDesktopSettings method call on the Session, an eGlobalSettingsDownloadRequest event is sent to the server.
In response, the server sends an OnGlobalSettingsDownloadConf event back to the calling application. The Arguments object passed as a parameter in this event contains the Desktop Settings configuration information. The Arguments object is an array that can contain up to seven elements, each of which has the value of a nested Arguments array in a hierarchy that closely matches that of the CTI OS server configuration in the Windows registry.
Each of these Arguments arrays is a packed version of the configuration contained in the CTI OS Server. For more information, see CTI OS System Manager Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted.
This section describes the contents of the Arguments array returned in the OnGlobalSettingsDownloadConf event. Custom applications can add values at the lowest level under each key. Custom values added in this way are passed to the client in this event. This section also identifies which keys and values in the CTI OS registry are passed to the client in this event.
For more information about what is available and how to configure these items, see the following sections in the CTI OS System Manager Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted:
Syntax
- C++
- void OnGlobalSettingsDownloadConf(Arguments & args)
- COM
- void OnGlobalSettingsDownloadConf(IArguments * args)
- VB
- session_OnGlobalSettingsDownloadConf(ByVal args As CtiosCLIENTLib.IArguments)
Parameters
- args
-
An Arguments array containing the Enterprise Desktop Settings configuration from a CTI OS server. For more information about the Enterprise Desktop Settings values listed below, see the CTI OS System Manager Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted.
Other keys or values that are added to the EnterpriseDesktopSettings/All Desktops key in the CTI OS server registry are passed to the client in the DesktopSettings Arguments array as empty Arguments arrays.
The following sections describe the contents of the args array:
-
ECC – Arguments array
that contains the Expanded Call Context (ECC) variables declared on the CTI OS
server in the
"ECC/Name"
registry subtree (the following figure).
The CTI OS
server does not send any registry information contained in the CTI OS registry
keys representing the ECC scalar and array names. Thus the ECC Arguments arrays
are empty in the OnGlobalSettingsDownloadConf event, regardless of the contents
of those keys.
Figure 1. ECC Arguments Array 
Each ECC scalar configured in the CTI OS server registry is represented as an empty Arguments array with keyword "user.<name>", where <name> is the ECC name as configured on CTI OS server.
Each ECC array configured in the CTI OS server registry is represented as multiple empty Arguments arrays with keywords "user.<name>[0]" to "user.<name>[n-1]", where <name> is the ECC name as configured on the CTI OS server and n is the size of the array as configured on the CTI OS server.
-
Grid – Arguments array contains information from the CTI OS server registry's Grid subtree. The grid element contains an Arguments array of up to three Arguments arrays: Each of these arrays contains the keyword "columns," an Arguments array that contains multiple nested Arguments arrays with key=<column_number>, where <column_number> corresponds to the name of a key within the Columns/Number registry subtree. The configuration information for any key or value added to the SkillGroupStatistics, AgentStatistics, or CallAppearance registry keys is not passed to the client in the OnGlobalSettingsDownloadConf event. The value for each column number in the AgentStatistics and SkillGroupStatistics element is an Arguments array containing the following key-value pairs:Table 6 Agent Statistics Column Number: Key Values Keyword
Data Type
Type
string
Header
string
Custom values1
custom
1 Other registry values added to the <column_number> registry key are passed in the OnGlobalSettingsDownloadConf event. Subkeys added to the <column_number> registry key are not passed in this event. The value for each column number in the CallAppearance element is an Arguments array containing the following key-value pairs:Table 7 CallAppearance Column Number: Key Values Keyword
Data Type
Type
string
Header
string
editable
boolean
maxchars
integer
Custom values2
custom
2 Other registry values added to the <column_number> registry key are passed in the OnGlobalSettingsDownloadConf event. Subkeys added to the <column_number> registry key are not passed in this event. You can add custom keys in the CTI OS Server registry's Grid subtree at the same level as the SkillGroupStatistics, AgentStatistics, and CallAppearance keys. The Grid Arguments array (see the following figure) within this event contain items corresponding to these custom keys. Any custom element that you add must follow the same hierarchy in the registry as that used by the existing top level elements. The custom element hierarchy format is as follows:Figure 2. Grid Arguments Array 
-
IPCCSilentMonitor –
Arguments array that contains configuration information from the CTI OS server
registry's IPCCSilentMonitor/ Name subtree.
The
IPCCSilentMonitor Arguments array contains a nested Arguments array with key="settings." This array
contains the following key-value pairs:
Table 8 IPCCSilentMonitor: Key Values Keyword
Value
MediaTerminationPort
integer
HeartBeatInterval
integer
TOS
boolean
MonitoringIPPort
integer
HeartbeatTimeout
integer
CCMBasedSilentMonitor
boolean
Two silent monitoring types are supported for Unified CCE: You configure the silent Monitor type used by CTI OS using the CCMBasedSilentMonitor registry key. If CCMBasedSilentMonitor is present and set to true, CTI OS is using Call Manager's silent monitor implementation. When this is the case, supervisor applications must initiate silent monitor using the Agent.SuperviseCall() method. Agent applications do not need to do anything. If CCMBasedSilentMonitor is not present or set to 0, CTI OS implementation of silent monitor is in use. When this is the case, supervisor and agent applications must invoke silent monitor using the SilentMonitorManager object. The format of the IPCCSilentMonitor Arguments array is shown in the following figure.Figure 3. IPCCSilentMonitor Arguments Array 
-
Login – Arguments array
that contains the information from the CTI OS server registry's Login subtree.
This array contains a nested Arguments array with key="ConnectionProfiles" and
with an Arguments array value for each connection profile. The keyword of each
array is the name for the Connection Profile listed in the CTI OS server's
registry. The value is another Arguments array.
The following
key-value pairs are contained in each connection profile Arguments array:
Table 9 Unified CCE Agent Statistics: Key Values Keyword
Value
CtiOsA
string
CtiOsB
string
PortA
integer
PortB
integer
Heartbeat
integer
MaxHeartbeats
integer
AutoLogin
boolean
WarnIfAlreadyLoggedIn
boolean
ShowFieldBitMask
integer
RejectIfAlreadyLoggedIn
boolean
PeripheralID
integer
IPCCSilentMonitorEnabled
boolean
TOS
boolean
SwitchCapabilityBitMask
integer
WarnIfSilentMonitored
boolean
RasCallMode3
integer
3 Configuration information for keys or values that are added to the Login registry key in the CTI OS server's registry does not appear in the Login Arguments array. The format of the Login Arguments array is shown in the following figure.Applicable only to RAS enabled Unified CCE Profiles
Figure 4. Login Arguments Array SilentMonitorService Subkey The <profile_name>/SilentMonitorService subkey contains parameters that clients use to connect to one of a set of silent monitor services. It contains the following keys:
Note
The SilentMonitorService subkey is only applicable to CTI OS based silent monitor.
The following figure illustrates the hierarchy of the SilentMonitorService subkey. Figure 5. SilentMonitorService Subkey Hierarchy 
-
ScreenPreferences –
Arguments array that contains the information configured in the CTI OS server
registry's ScreenPreferences/Name subtree. The ScreenPreferences array contains
an element MainScreen, which is an Arguments array that contains the following
key-value pairs:
Table 11 ScreenPreferences: Key Values Keyword
Value
AgentStatisticsIntervalSec
integer
BringToFrontOnCall
boolean
FlashOnCall
boolean
RecordingEnabled
boolean
Figure 6. ScreenPreferences Arguments Array 
-
SoundPreferences –
Arguments array that contains information configured on the CTI OS server in
the SoundPreferences/Name subtree. This array includes a nested Arguments array
that includes a setting for each sound, including .wav files to be played, and
whether or not each one is mute. It can also include custom name/value pairs
for a custom application.
The
SoundPreferences array contains the following key-value pairs:
Table 12 SoundPreferences: Key Values Keyword
Value
Subtree
DTMF*
Arguments array
SoundPreferences/Name/DTMF
DialTone*
Arguments array
SoundPreferences/Name/DialTone
OriginatingTone*
Arguments array
SoundPreferences/Name/OriginatingTone
RingInTone*
Arguments array
SoundPreferences/Name/RingInTone
All*
Arguments array
SoundPreferences/Name/All
Figure 7. SoundPreferences Arguments Array 
This configuration is stored in the Windows System Registry database and many of the values are set when the CTI OS Server Setup is run. You can set custom configuration at a later time by using the Windows Registry Editor.
OnHeartbeat
The OnHeartbeat event is generated when a heartbeat response is received from a CTI OS server. It returns the time of day.
Syntax
- C++
- void OnHeartbeat(Arguments& args)
- COM
- void Onheartbeat (IArguments * args)
- VB
- session_OnHeartbeat (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
- args
Arguments array containing the following fields.
| Keyword | Type | Description |
|---|---|---|
EventTime |
INT |
Integer value with time of day expressed in milliseconds. |
OnMissingHeartbeat
The OnMissingHeartbeat event is generated when an expected heartbeat is not received. It returns the number of consecutive heartbeats missed and time of day. When the number of heartbeats missed equals or exceeds the maximum number of heartbeats allowed (set in the MaxHeartbeats property), an OnConnectionFailure event is generated instead of an OnMissingHeartbeat event, and the CIL automatically attempts to reconnect to the CTI OS server, alternating between the CtiosA and CtiosB servers passed as parameters in the Connect method.
Syntax
- C++
- void OnMissingHeartbeat(Arguments& args)
- COM
- void OnMissingHeartbeat (IArguments * args)
- VB
- session_OnMissingHeartbeat (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
- args
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
EventTime |
INT |
Integer value with time of day expressed in milliseconds. |
|
Consecutive MissedHeartbeats |
INT |
Integer value with the number of heartbeats missed. |
|
HeartbeatInterval |
INT |
Integer value with the heartbeat interval, in milliseconds. |
OnMonitorModeEstablished
The OnMonitorModeEstablished event is generated when Monitor Mode is established.
Syntax
- C++
- void OnMonitorModeEstablished(Arguments& args)
- COM
- void OnMonitorModeEstablished (IArguments * args)
- VB
- session_OnMonitorModeEstablished (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
- args
Arguments array containing the following fields.
OnSnapshotDeviceConf
The OnSnapshotDeviceConf confirmation message is fired to the client as part of a snapshot operation. For AgentMode clients, the OnSnapshotDeviceConf arrives at startup time, after the OnQueryAgentStateConf message. The OnSnapshotDeviceConf indicates the number of calls present at the device, and their UniqueObjectIDs.
Syntax
- C++
- void OnSnapshotDeviceConf (Arguments & args);
- COM
- HRESULT OnSnapshotDeviceConf ([in] IArguments * args);
- VB
- OnSnapshotDeviceConf (ByVal args as CTIOSCLIENTLIB.IArguments)
Parameters
- args
Arguments array containing the following fields.
|
Keyword |
Description |
Type |
|---|---|---|
|
UniqueObjectID |
Unique ID of the device object on the server. There are no device objects in the CIL, so this keyword cannot be used to retrieve a device object at this point. |
STRING |
|
NumCalls |
The number of active calls associated with this device, up to a maximum of 16. |
SHORT |
|
ValidCalls |
An Arguments array containing the list of calls on the device. The Unique ObjectID of each call is a key in the Arguments object. The value is a boolean indicating if the call is valid. Calls not listed are not valid calls on the device. |
ARGUMENTS |
Remarks
The CIL uses this event to rectify the list of calls on a device when logging in after a failover, in case the status of calls on the device changes during the failure period. An example of such a scenario is an agent talking on a call on a hardphone and a CTI failure occurs. The agent hangs up the call before CTI is recovered. After CTI and the CIL recover, they use the snapshot to discover that the call it currently has is no longer on the device. CTI then fires an EndCall event to remove the call from its call list.
OnSnapshotSkillGroupList
OnTranslationRoute
The OnTranslationRoute event is a pre-call indication. The event indicates the pending arrival of a call, and provides early access to the call context information. From a call flow perspective, this event can be used to begin an application or database lookup for the call context data before the call actually arrives at the agent's teleset.
The contact is uniquely identified by the ICMEnterpriseUniqueID, which is a field based on the Unified ICM 64-bit unique key (RouterCallKeyDay and RouterCallKeyCallID). This event does not indicate the creation of a Call object on the CTI OS server—only that the contact is being tracked. This is sufficient to get and set data, which enables some powerful data-prefetching applications. When a OnCallBeginEvent follows for this same contact, the ICMEnterpriseUniqueID field is sent with the call data. At that point, a custom application can set the call data on the appropriate call object.
Syntax
- C++
- void OnTranslationRoute(Arguments& args)
- COM
- oid OnTranslationRoute(IArguments * args)
- VB
- session_OnTranslationRoute(ByVal args As CtiosCLIENTLib.IArguments)
Parameters
|
Keyword |
Type |
Description |
|---|---|---|
|
ICMEnterpriseUniqueID |
STRING |
This string is a globally unique key for this contact, which corresponds to the Unified ICM 64 bit key. You can use this parameter to match this contact to a follow-on call event. |
|
RouterCallKeyDay |
INT |
Together with the RouterCallKeyCallID field forms the unique 64-bit key for locating this call's records in the Unified ICM database. Only provided for Post-routed and Translation-routed calls. |
|
RouterCalKeyCallID |
INT |
The call key created by the Unified ICM . The Unified ICM resets this counter at midnight. |
|
RouterCallKey SequenceNumber |
INT |
Together with RouterCallKeyDay and RouterCallKeyCallID fields forms the TaskID. |
|
NumNamedVariables |
SHORT |
Number of Named variables. |
|
NumNamedArrays |
SHORT |
Number of Named Arrays. |
|
ANI |
STRING |
The calling line ID of the caller. |
|
UserToUserInfo |
STRING |
The ISDN user-to-user information element. |
|
DNIS |
STRING |
The DNIS number to which this call will arrive on the ACD/PBX. |
|
DialedNumber |
STRING |
The number dialed. |
|
CallerEnteredDigits |
STRING |
The digits entered by the caller in response to IVR prompting. |
|
CallVariable1 |
STRING |
Call-related variable data. |
|
... |
STRING |
... |
|
CallVariable10 |
STRING |
Call-related variable data. |
|
ECC |
ARGUMENTS |
A nested Arguments structure of key-value pairs for all of the ECC data arriving with this call. |
ICallEvents Interface
The Call object fires events on the ICallEvents interface. The following events are published to subscribers of the ICallEvents interface.
Note | Many of the parameters that CTI OS receives from the CTI Server are inconsequential to most customer applications. The most important parameters for doing a screenpop are included with the events described in this section. The more inconsequential parameters are suppressed at the CTI OS Server, to minimize network traffic to the clients. However, you can enable the complete set of available event arguments by setting the following registry setting: |
Note | [HKLM\Cisco Systems\CTIOS\Server\CallObject\MinimizeEventArgs = 0]. |
- OnAgentPrecallEvent
- OnAgentPrecallAbortEvent
- OnAlternateCallConf
- OnAnswerCallConf
- OnCallBegin
- OnCallCleared
- OnCallConnectionCleared
- OnCallConferenced
- OnCallDataUpdate
- OnCallDelivered
- OnCallDequeuedEvent
- OnCallDiverted
- OnCallEnd
- OnCallEstablished
- OnCallFailed
- OnCallHeld
- OnCallOriginated
- OnCallQueuedEvent
- OnCallReachedNetworkEvent
- OnCallRetrieved
- OnCallServiceInitiatedEvent
- OnCallStartRecordingConf
- OnCallStopRecordingConf
- OnCallTransferred
- OnClearCallConf
- OnClearConnectionConf
- OnConferenceCallConf
- OnConsultationCallConf
- OnControlFailureConf
- OnHoldCallConf
- OnMakePredictiveCallConf
- OnReconnectCallConf
- OnReleaseCallConf
- OnRetrieveCallConf
- OnSendDTMFConf
- OnSetCallDataConf
- OnSnapshotCallConf
- OnTransferCallConf
OnAgentPrecallEvent
Note | The OnAgentPrecallEvent event is applicable to Unified CCE only. The equivalent on all other TDM events is TranslationRouteEvent. |
The OnAgentPrecallEvent event is a pre-call indication that indicates the pending arrival of a call and provides early access to the call context information. From a call flow perspective, you can use this event to begin an application or database lookup for the call context data before the call actually arrives at the agent's teleset.
The contact is uniquely identified by the ICMEnterpriseUniqueID, which is a field based on the Unified ICM 64-bit unique key (RouterCallKeyDay and RouterCallKeyCallID). This event does not indicate the creation of a Call object on the CTI OS server—only that the contact is being tracked. This is sufficient to get and set data, which enables some powerful data-prefetching applications. When an OnCallBeginEvent follows for this same contact, the ICMEnterpriseUniqueID field is sent along with the call data. At that point, a custom application can set the call data on the appropriate call object.
Syntax
- C++
- void OnAgentPrecallEvent(Arguments& args)
- COM
- void OnAgentPrecallEvent (IArguments * args)
- VB
- session_OnAgentPrecallEvent (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
|
Keyword |
Type |
Description |
|---|---|---|
|
ICMEnterpriseUniqueID |
STRING |
This string is a globally unique key for this contact, which corresponds to the Unified ICM 64 bit key. You can use this parameter to match this contact to a follow-on call event. |
|
RouterCallKeyDay |
INT |
Together with the RouterCallKeyCallID field forms the unique 64-bit key for locating this call's records in the Unified ICM database. Only provided for Post-routed and Translation-routed calls. |
|
RouterCalKeyCallID |
INT |
The call key created by the Unified ICM. The Unified ICM resets this counter at midnight. |
|
AgentInstrument |
STRING |
The agent instrument that the call is routed to. |
|
NumNamedVariables |
SHORT |
Number of Named variables. |
|
NumNamedArrays |
SHORT |
Number of Named Arrays. |
|
ServiceNumber |
INT |
The service that the call is attributed to, as known to the peripheral. |
|
ServiceID |
INT |
The Unified ICM ServiceID of the service that the call is attributed to. |
|
SkillGroupNumber |
INT |
An optional, user-defined number of the agent SkillGroup the call is attributed to, as known to the peripheral. |
|
SkillGroupID |
INT |
The system-assigned identifier of the agent SkillGroup the call is attributed to. |
|
SkillGroupPriority |
SHORT |
The priority of the skill group, or 0 when skill group priority is not applicable or not available. |
|
ANI |
STRING |
The calling line ID of the caller. |
|
UserToUserInfo |
STRING |
The ISDN user-to-user information element. |
|
DNIS |
STRING |
The DNIS number to which this call will arrive on the ACD/PBX. |
|
DialedNumber |
STRING |
The number dialed. |
|
CallerEnteredDigits |
STRING |
The digits entered by the caller in response to IVR prompting. |
|
CallVariable1 |
STRING |
Call-related variable data. |
|
... |
STRING |
... |
|
CallVariable10 |
STRING |
Call-related variable data. |
|
ECC |
ARGUMENTS |
A nested Arguments structure of key-value pairs for all of the ECC data arriving with this call. |
|
CallTypeIDTag |
INT |
Specifies CallType of the call and indicates that the agent is reserved via LegacyPreCall. |
|
PreCallInvokeIDTag |
INT |
Specifies the invoking of the LegacyPreCall. |
OnAgentPrecallAbortEvent
Note | The OnAgentPrecallAbortEvent event is applicable to Unified CCE only. |
The OnAgentPrecallAbortEvent event is received only if a previously indicated routing (OnAgentPrecallEvent) decision is reversed. The contact is uniquely identified by the ICMEnterpriseUniqueID, which is a field based on the Unified ICM 64-bit unique key (RouterCallKeyDay and RouterCallKeyCallID). Upon receipt of an OnAgentPrecallAbortEvent, any data pre-fetch work that was started on an OnAgentPrecallEvent should be cleaned up.
Syntax
- C++
- void OnAgentPrecallAbortEvent(Arguments& args)
- COM
- void OnAgentPrecallAbortEvent (IArguments * args)
- VB
- session_OnAgentPrecallAbortEvent (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
|
Keyword |
Type |
Description |
|---|---|---|
|
ICMEnterpriseUniqueID |
STRING |
This string is a globally unique key for this contact, which corresponds to the Unified ICM 64 bit key. You can use This parameter to match this contact to a follow-on call event. |
|
RouterCallKeyDay |
INT |
Together with the RouterCallKey CallID field forms the unique 64-bit key for locating this call's records in the Unified ICM database. Only provided for Post-routed and Translation- routed calls. |
|
RouterCalKeyCallID |
INT |
The call key created by the Unified ICM. The Unified ICM resets this counter at midnight. |
|
AgentInstrument |
STRING |
The agent instrument that the call will be routed to. |
OnAlternateCallConf
The OnAlternateCallConf event is fired to the client to indicate that an Alternate request was received by the CTI Server
Syntax
- C++
- void OnAlternateCallConf (Arguments & args);
- COM
- HRESULT OnAlternateCallConf ([in] IArguments * args);
- VB
- Session_ OnAlternateCallConf (ByVal args as CTIOSCLIENTLIB.IArguments)
Parameters
Arguments array containing the following field.
Keyword |
Type |
Description |
|---|---|---|
UniqueObjectID |
STRING |
An object ID that uniquely identifies the Call object. |
OnAnswerCallConf
The OnAnswerCallConf event is fired to the client to indicate that an Answer request was received by the CTI Server.
Syntax
- C++
- void OnAnswerCallConf (Arguments & args);
- COM
- HRESULT OnAnswerCallConf ([in] IArguments * args);
- VB
- Session_ OnAnswerCallConf (ByVal args as CTIOSCLIENTLIB.IArguments)
Parameters
- args
Arguments array containing the following field.
|
Keyword |
Type |
Description |
|---|---|---|
|
UniqueObjectID |
STRING |
An object ID that uniquely identifies the Call object. |
OnCallBegin
The OnCallBegin event is generated at the first association between a call and the CTI Client. The event passes the call identifier and the initial call context data. The ConnectionCallID identifies the call. This message always precedes any other event messages for that call.
Subsequent changes to the call context data (if any) are signaled by an OnCallDataUpdate event containing the changed call data.
Note | There can be multiple calls with the same ConnectionCallID value. |
Syntax
- C++
- void OnCallBegin(Arguments& args)
- COM
- void OnCallBegin (IArguments * args)
- VB
- session_OnCallBegin (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
PeripheralID |
INT |
The Unified ICM PeripheralID of the ACD where the call activity occurred. |
|
PeripheralType |
SHORT |
The type of the peripheral. |
|
CallType |
SHORT |
The general classification of the call type. |
|
UniqueObjectID |
STRING |
An object ID that uniquely identifies the Call object. |
|
RouterCallKeyDay |
INT |
Together with the RouterCallKeyCallID field forms the unique 64-bit key for locating this call's records in the Unified ICM database. Only provided for Post-routed and Translation-routed calls. |
|
RouterCalKeyCallID |
INT |
The call key created by the Unified ICM . The Unified ICM resets this counter at midnight. |
|
RouterCallKey SequenceNumber |
INT |
Together with RouterCallKeyDay and RouterCallKeyCallID fields forms the TaskID. |
|
ConnectionCallID |
UINT |
The Call ID value assigned to this call by the peripheral or the Unified ICM . |
|
ANI (optional) |
STRING |
The calling line ID of the caller. |
|
DNIS (optional) |
STRING |
The DNIS provided with the call. |
|
UserToUserInfo (Optional) |
STRING |
The ISDN user-to-user information element. unspecified, up to 131 bytes. |
|
DialedNumber (Optional) |
STRING |
The number dialed. |
|
CallerEnteredDigits (Optional) |
STRING |
The digits entered by the caller in response to IVR prompting. |
|
ServiceNumber (Optional) |
INT |
The service that the call is attributed to, as known to the peripheral. May contain the special value NULL_SERVICE when not applicable or not available. |
|
ServiceID (Optional) |
INT |
The Unified ICM ServiceID of the service that the call is attributed to. May contain the special value NULL_SERVICE when not applicable or not available. |
|
SkillGroupNumber (Optional) |
INT |
An optional, user-defined number of the agent SkillGroup the call is attributed to, as known to the peripheral. May contain the special value NULL_SKILL_GROUP when not applicable or not available. |
|
SkillGroupID (Optional) |
INT |
The system-generated identifier of the agent SkillGroup the call is attributed to. May contain the special value NULL_SKILL_GROUP when not applicable or not available. |
|
SkillGroupPriority (Optional) |
SHORT |
The priority of the skill group, or 0 when skill group priority is not applicable or not available. |
|
CallWrapupData (Optional) |
STRING |
Call-related wrap-up data. |
|
CallVariable1 (Optional) |
STRING |
Call-related variable data. |
|
... |
STRING |
... |
|
CallVariable10 (Optional) |
STRING |
Call-related variable data. |
|
CallStatus (optional) |
SHORT |
The current status of the call. |
|
ECC (optional) |
ARGUMENTS |
Arguments array that contains all of the Expanded Call Context variables in use; for example: user.ArrayVariable[0]user.ArrayVariable[1] ...user.ArrayVariable[n]user.ScalarVariable |
|
CTIClients (optional) |
ARGUMENTS |
Arguments array that contains the information about the number of clients that are using the Call object; for example: CTIClient[1] CTIClientSignatureCTIClientTimestamp |
|
ICMEnterprise UniqueID (optional) |
STRING |
Required only when the call is pre-routed. |
OnCallCleared
An OnCallCleared event is generated when the voice portion of all parties on a call is terminated, normally when the last device disconnects from a call. With this event the connection status becomes LCS_NULL.
Note | If the CallCleared event is received after having received a CallFailed event, the event does not include a CallStatus because it is important to preserve the fact that the call failed (maintaining the CallStatus of LSC_Fail). Because of this exception, the CallStatus of the CallCleared event is optional. |
Syntax
- C++
- void OnCallDelivered(Arguments& args)
- COM
- void OnCallCleared (IArguments * args)
- VB
- session_OnCallCleared (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
|
Keyword |
Type |
Description |
|---|---|---|
|
EnablementMask |
INT |
Contains the bit-mask that specifies what buttons can be enabled or disabled when this call is the current call. |
|
UniqueObjectID |
STRING |
An object ID that uniquely identifies the Call object. |
|
CallStatus |
SHORT |
The current status of the call. |
|
ICMEnterprise UniqueID (Optional) |
STRING |
Required only when the call is pre-routed. |
OnCallConnectionCleared
An OnCallConnectionCleared event is generated when a party drops from a call. With this event the connection status becomes LCS_NULL.
Note | If the CallConnectionCleared event is received after having received a CallFailed event, the event does not include a CallStatus because it is important to preserve the fact that the call failed (maintaining the CallStatus of LSC_Fail). Because of this exception, the CallStatus of the CallConnectionCleared event is optional. |
Syntax
- C++
- void OnCallConnectionCleared(Arguments& args)
- COM
- void OnCallConnectionCleared (IArguments * args)
- VB
- session_OnCallConectionCleared (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
|
Keyword |
Type |
Description |
|---|---|---|
|
EnablementMask |
INT |
Contains the bit-mask that specifies what buttons can be enabled or disabled when this call is the current call. |
|
UniqueObjectID |
STRING |
An object ID that uniquely identifies the Call object. |
|
CallStatus |
SHORT |
The current status of the call. |
|
ICMEnterprise UniqueID (Optional) |
STRING |
Required only when the call is pre-routed. |
OnCallConferenced
The joining of calls into a conference call or the adding of a new call joining a conference can generate an OnCallConferenced event. With this event, the connections at the controller's device merge to become one connection with a status of LCS_CONNECT, and the status of the connections at the original caller's device and at the consulted device remain unchanged.
Syntax
- C++
- void OnCallConferenced(Arguments& args)
- COM
- void OnCallConferenced (IArguments * args)
- VB
- session_OnCallConferenced (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
- args
-
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
PeripheralID |
INT |
The Unified ICM PeripheralID of the ACD where the call activity occurred. |
|
PeripheralType |
SHORT |
The type of the peripheral. |
|
CallType |
SHORT |
The general classification of the call type. |
|
UniqueObjectID |
STRING |
An object ID that uniquely identifies the Call object. |
|
RouterCallKeyDay |
INT |
Together with the RouterCallKeyCallID field forms the unique 64-bit key for locating this call's records in the Unified ICM database. Only provided for Post-routed and Translation-routed calls. |
|
RouterCalKeyCallID |
INT |
The call key created by the Unified ICM. The Unified ICM resets this counter at midnight. |
|
ConnectionCallID |
UINT |
The Call ID value assigned to this call by the peripheral or the Unified ICM. |
|
ANI (optional) |
STRING |
The calling line ID of the caller. |
|
DNIS (optional) |
STRING |
The DNIS provided with the call. |
|
UserToUserInfo (Optional) |
STRING |
The ISDN user-to-user information element. unspecified, up to 131 bytes. |
|
DialedNumber (Optional) |
STRING |
The number dialed. |
|
CallerEnteredDigits (Optional) |
STRING |
The digits entered by the caller in response to IVR prompting. |
|
ServiceNumber (Optional) |
INT |
The service that the call is attributed to, as known to the peripheral. May contain the special value NULL_SERVICE when not applicable or not available. |
|
ServiceID (Optional) |
INT |
The Unified ICM ServiceID of the service that the call is attributed to. May contain the special value NULL_SERVICE when not applicable or not available. |
|
SkillGroupNumber (Optional) |
INT |
An optional, user-defined number of the agent SkillGroup the call is attributed to, as known to the peripheral. as known to the peripheral. May contain the special value NULL_SKILL_GROUP when not applicable or not available. |
|
SkillGroupID (Optional) |
INT |
The system-assigned identifier of the agent SkillGroup the call is attributed to. May contain the special value NULL_SKILL_GROUP when not applicable or not available. |
|
SkillGroupPriority (Optional) |
SHORT |
The priority of the skill group, or 0 when skill group priority is not applicable or not available. |
|
CallWrapupData (Optional) |
STRING |
Call-related wrap-up data. |
|
CallVariable1 (Optional) |
STRING |
Call-related variable data. |
|
... |
STRING |
... |
|
CallVariable10 (Optional) |
STRING |
Call-related variable data. |
|
CallStatus (optional) |
SHORT |
The current status of the call. |
|
ECC (optional) |
ARGUMENTS |
Arguments array that contains all of the Expanded Call Context variables in use; for example: user.ArrayVariable[0]user.ArrayVariable[1] ...user.ArrayVariable[n]user.ScalarVariable |
|
CTIClients (Optional) |
ARGUMENTS |
Arguments array that contains the information about the number of clients that are using the Call object; for example: CTIClient[1] CTIClientSignatureCTIClientTimestamp |
|
ICMEnterpriseUnique ID (Optional) |
STRING |
Required only when the call is pre-routed. |
OnCallDataUpdate
Changes to the call context data generate an OnCallDataUpdate event. Only the changed items are in the event argument array. The initial call context is provided in the OnCallBegin event.
Syntax
- C++
- void OnCallDataUpdate(Arguments& args)
- COM
- void OnCallDataUpdate (IArguments * args)
- VB
- session_OnCallDataUpdate (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
- args
-
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
PeripheralID |
INT |
The Unified ICM PeripheralID of the ACD where the call activity occurred. |
|
PeripheralType |
SHORT |
The type of the peripheral. |
|
CallType |
SHORT |
The general classification of the call type. |
|
UniqueObjectID |
STRING |
An object ID that uniquely identifies the Call object. |
|
RouterCallKeyDay |
INT |
Together with the RouterCallKeyCallID field forms the unique 64-bit key for locating this call's records in the Unified ICM database. Only provided for Post-routed and Translation-routed calls. |
|
RouterCalKeyCallID |
INT |
The call key created by the Unified ICM. The Unified ICM resets this counter at midnight. |
|
RouterCallKey SequenceNumber |
INT |
Together with RouterCallKeyDay and RouterCallKeyCallID fields forms the TaskID. |
|
ConnectionCallID |
UINT |
The Call ID value assigned to this call by the peripheral or the Unified ICM. |
|
ANI (optional) |
STRING |
The calling line ID of the caller. |
|
DNIS (optional) |
STRING |
The DNIS provided with the call. |
|
UserToUserInfo (Optional) |
STRING |
The ISDN user-to-user information element. unspecified, up to 131 bytes. |
|
DialedNumber (Optional) |
STRING |
The number dialed. |
|
CallerEnteredDigits (Optional) |
STRING |
The digits entered by the caller in response to IVR prompting. |
|
ServiceNumber (Optional) |
INT |
The service that the call is attributed to, as known to the peripheral. May contain the special value NULL_SERVICE when not applicable or not available. |
|
ServiceID (Optional) |
INT |
The Unified ICM ServiceID of the service that the call is attributed to. May contain the special value NULL_SERVICE when not applicable or not available. |
|
SkillGroupNumber (Optional) |
INT |
An optional, user-defined number of the agent SkillGroup the call is attributed to, as known to the peripheral. May contain the special value NULL_SKILL_GROUP when not applicable or not available. |
|
SkillGroupID (Optional) |
INT |
The system-assigned identifier of the agent SkillGroup the call is attributed to. May contain the special value NULL_SKILL_GROUP when not applicable or not available. |
|
SkillGroupPriority (Optional) |
SHORT |
The priority of the skill group, or 0 when skill group priority is not applicable or not available. |
|
CallWrapupData (Optional) |
STRING |
Call-related wrap-up data. |
|
CallVariable1 (Optional) |
STRING |
Call-related variable data. |
|
... |
STRING |
... |
|
CallVariable10 (Optional) |
STRING |
Call-related variable data. |
|
CallStatus (optional) |
SHORT |
The current status of the call. |
|
ECC (optional) |
ARGUMENTS |
Arguments array that contains all of the Expanded Call Context variables in use; for example: user.ArrayVariable[0]user.ArrayVariable[1]...user. ArrayVariable[n]user.ScalarVariable |
|
CTIClients (Optional) |
ARGUMENTS |
Arguments array that contains the information about the number of clients that are using the Call object; for example: CTIClient[1] CTIClientSignatureCTIClientTimestamp |
|
ICMEnterprise UniqueID (Optional) |
STRING |
Required only when the call is pre-routed. |
OnCallDelivered
The OnCallDelivered event may be generated when the call arrives at the agent's teleset. Both parties (call connections) receive this event. With this event, the called party's connection status becomes LCS_ALERTING but the calling party's connection status remains LCS_INITIATE.
Note | With certain switches, when a call is made outside of the ACD, this event may not be received. For more information, see OnCallReachedNetwork. |
Syntax
- C++
- void OnCallDelivered(Arguments& args)
- COM
- void OnCallDelivered (IArguments * args)
- VB
- session_OnCallDelivered (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
ServiceNumber |
INT |
The service that the call is attributed to, as known to the peripheral. May contain the special value NULL_SERVICE when not applicable or not available. |
|
ServiceID |
INT |
The Unified ICM ServiceID of the service that the call is attributed to. May contain the special value NULL_SERVICE when not applicable or not available. |
|
SkillGroupNumber (Optional) |
INT |
An optional, user-defined number of the agent SkillGroup the call is attributed to, as known to the peripheral. May contain the special value NULL_SKILL_GROUP when not applicable or not available. |
|
SkillGroupID (Optional) |
INT |
The system-assigned identifier of the agent SkillGroup the call is attributed to. May contain the special value NULL_SKILL_GROUP when not applicable or not available. |
|
SkillGroupPriority (Optional) |
SHORT |
The priority of the skill group, or 0 when skill group priority is not applicable or not available. |
|
LineType |
SHORT |
Indicates the type of the teleset line. |
|
EnablementMask |
INT |
Contains the bit-mask that specifies what buttons can be enabled or disabled when this call is the current call. See Table 1. |
|
UniqueObjectID |
STRING |
An object ID that uniquely identifies the Call object. |
|
CallStatus |
SHORT |
The current status of the call. |
|
ICMEnterpriseUniqueID (Optional) |
STRING |
Required only when the call is pre-routed. |
|
TrunkNumber (optional) |
INT |
The number representing a trunk. |
|
TrunkGroup Number (optional) |
INT |
The number representing a trunk group. |
OnCallDequeuedEvent
The explicit removal of a call from the ACD queue can generate a OnCallDequeuedEvent message to the CTI Client.
Syntax
- C++
- void OnCallDequeuedEvent(Arguments& args)
- COM
- void OnCallDequeuedEvent (IArguments * args)
- VB
- session_OnCallDequeuedEvent (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
- args
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
Connection DeviceID |
INT |
The identifier of the connection between the call and the device. |
|
ConnectionDevice IDType |
SHORT |
Indicates the type of the connection identifier supplied in the ConnectionDeviceID. |
|
LocalConnection State |
SHORT |
The state of the local end of the connection. |
|
EventCause |
SHORT |
Indicates a reason or explanation for the occurrence of the event. |
|
LineHandle |
SHORT |
Identifies the teleset line being used. |
|
LineType |
SHORT |
Indicates the type of the teleset line. |
|
ServiceID |
INT |
The Unified ICM ServiceID of the service that the call is attributed to. |
|
ServiceNumber |
INT |
The service that the call is attributed to, as known to the peripheral. |
|
NumQueued |
SHORT |
The number of calls in the queue for this service. |
|
NumSkillGroups |
SHORT |
The number of Skill Groups that the call has been removed from, up to a maximum of 99. |
OnCallDiverted
The removal of a call from one delivery target and forwarded to a different target can generate an OnCallDiverted event.
Syntax
- C++
- void OnCallDiverted(Arguments& args)
- COM
- void OnCallDiverted (IArguments * args)
- VB
- session_OnCallDiverted (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
- args
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
UniqueObjectID |
STRING |
Unique reference generated for a call at client. |
|
PeripheralID |
INT |
The Unified ICM PeripheralID of the ACD where the call activity occurred. |
|
PeripheralType |
SHORT |
The type of the peripheral. |
|
ConnectionDevice IDType |
SHORT |
Indicates the type of ConnectionDeviceID value. |
|
Connection DeviceID |
INT |
The device identifier of the connection between the call and the device. |
|
ConnectionCallID |
UINT |
The Call ID value assigned to this call by the peripheral or the Unified ICM. |
|
ServiceNumber |
INT |
The service that the call is attributed to, as known to the peripheral. May contain the special value NULL_SERVICE when not applicable or not available. |
|
ServiceID |
INT |
The Unified ICM ServiceID of the service that the call is attributed to. May contain the special value NULL_SERVICE when not applicable or not available. |
|
DivertingDevice Type |
SHORT |
Indicates the type of the device identifier supplied in the DivertingDeviceID field. |
|
CalledDeviceType |
SHORT |
Indicates the type of the device identifier supplied in the CalledDeviceID field. |
|
LocalConnection State |
SHORT |
The state of the local end of the connection. |
|
EventCause |
SHORT |
Indicates a reason or explanation for the occurrence of the event. |
|
DivertingDeviceID (Optional) |
STRING |
The device identifier of the device from which the call was diverted. |
|
CalledDeviceID (Optional) |
STRING |
The device identifier of the device to which the call was diverted. |
OnCallEnd
The OnCallEnd event is generated when the association between a call and the CTI Client is dissolved. The OnCallEnd event is the last event received for a Call.
Syntax
- C++
- void OnCallEnd(Arguments& args)
- COM
- void OnCallEnd (IArguments * args)
- VB
- session_OnCallEnd (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
- args
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
UniqueObjectID |
STRING |
An object ID that uniquely identifies the Call object. |
|
CallStatus (optional) |
SHORT |
The current status of the call. |
|
ICMEnterprise UniqueID (optional) |
STRING |
Required only when the call is pre-routed. |
OnCallEstablished
The OnCallEstablished event is generated when the call is answered at the agent's teleset. Both parties (call connections) receive this event when the call is answered. With this event, the call status of both parties becomes LCS_CONNECT.
Note | With certain switches, when a call is made outside of the ACD, this event may not be received. See OnCallReachedNetwork for more detail. |
Syntax
- C++
- void OnCallEstablished(Arguments& args)
- COM
- void OnCallEstablished (IArguments * args)
- VB
- session_OnCallEstablished (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
ServiceNumber |
INT |
The service that the call is attributed to, as known to the peripheral. May contain the special value NULL_ SERVICE when not applicable or not available. |
|
ServiceID |
INT |
The Unified ICM ServiceID of the service that the call is attributed to. May contain the special value NULL_SERVICE when not applicable or not available. |
|
SkillGroupNumber (Optional) |
INT |
An optional, user-defined number of the agent SkillGroup the call is attributed to, as known to the peripheral. May contain the special value NULL_SKILL_GROUP when not applicable or not available. |
|
SkillGroupID (Optional) |
INT |
The system-assigned identifier of the agent SkillGroup the call is attributed to. May contain the special value NULL_SKILL_GROUP when not applicable or not available. |
|
SkillGroupPriority (Optional) |
SHORT |
The priority of the skill group, or 0 when skill group priority is not applicable or not available. |
|
LineType |
SHORT |
Indicates the type of the teleset line. |
|
EnablementMask |
INT |
Contains the bit-mask that specifies what buttons can be enabled or disabled when this call is the current call. See Table 1. |
|
UniqueObjectID |
STRING |
An object ID that uniquely identifies the Call object. |
|
CallStatus |
SHORT |
The current status of the call. |
|
ICMEnterpriseUniqueID (Optional) |
STRING |
Required only when the call is pre-routed. |
|
TrunkNumber (optional) |
INT |
The number representing a trunk. |
|
TrunkGroup Number (optional) |
INT |
The number representing a trunk group. |
OnCallFailed
The OnCallFailed event is generated when a call is not completed. With this event the connection status becomes LCS_FAIL. This usually happens as a result of a MakeCall or a MakeConsultCall request, but can occur at any other point in the call's lifetime if the call fails on an ACD. In this case, you should perform any required cleanup prior to arrival of an EndCall event.
Note | The events (CallConnectionCleared and CallCleared) received after the CallFailed event does not include a CallStatus because, until the call has ended, it is important to preserve the fact that this is a failed call. |
Syntax
- C++
- void OnCallFailed(Arguments& args)
- COM
- void OnCallFailed (IArguments * args)
- VB
- session_OnCallFailed (ByVal args As CtiosCLIENTLib.IArguments
Parameters
|
Keyword |
Type |
Description |
|---|---|---|
|
EnablementMask |
INT |
Contains the bit mask that specifies what buttons can be enabled or disabled when this call is the current call. |
|
UniqueObjectID |
STRING |
An object ID that uniquely identifies the Call object. |
|
CallStatus |
SHORT |
The current status of the call. |
OnCallHeld
Placing a call on hold at the agent's teleset can generate an OnCallHeld event. With this event the connection status becomes LCS_HELD.
Syntax
- C++
- void OnCallHeld(Arguments& args)
- COM
- void OnCallHeld (IArguments * args)
- VB
- session_OnCallHeld (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
- args
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
EnablementMask |
INT |
Contains the bit-mask that specifies what buttons can be enabled or disabled when this call is the current call. |
|
UniqueObjectID |
STRING |
An object ID that uniquely identifies the Call object. |
|
CallStatus |
SHORT |
The current status of the call. |
|
ICMEnterpriseUniqueID (Optional) |
STRING |
Required only when the call is pre-routed. |
OnCallOriginated
The initiation of a call from the peripheral can generate an OnCallOriginated event. Only the connection making the call receives this event. With this event the connection status becomes LCS_INITIATE.
Syntax
- C++
- void OnCallOriginated(Arguments& args)
- COM
- void OnCallOriginated (IArguments * args)
- VB
- session_OnCallOriginated (ByVal args As CtiosCLIENTLib.IArguments
Parameters
- args
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
ServiceNumber |
INT |
The service that the call is attributed to, as known to the peripheral. May contain the special value NULL_SERVICE when not applicable or not available. |
|
ServiceID |
INT |
The Unified ICM ServiceID of the service that the call is attributed to. May contain the special value NULL_SERVICE when not applicable or not available. |
|
SkillGroupNumber (Optional) |
INT |
The user-defined number of the agent SkillGroup the call is attributed to, as known to the peripheral. May contain the special value NULL_SKILL_GROUP when not applicable or not available. |
|
SkillGroupID (Optional) |
INT |
The system-assigned identifier of the agent SkillGroup the call is attributed to. May contain the special value NULL_SKILL_ GROUP when not applicable or not available. |
|
SkillGroupPriority (Optional) |
SHORT |
The priority of the skill group, or 0 when skill group priority is not applicable or not available. |
|
LineType |
SHORT |
Indicates the type of the teleset line. |
|
EnablementMask |
INT |
Contains the bit-mask that specifies what buttons can be enabled or disabled when this call is the current call. |
|
UniqueObjectID |
STRING |
An object ID that uniquely identifies the Call object. |
|
CallStatus |
SHORT |
The current status of the call. |
OnCallQueuedEvent
The placing of a call in a queue pending the availability of some resource can generate an OnCallQueuedEvent message to the CTI Client. Clients with Client Events Service can receive this message when an outbound call is queued waiting for a trunk or other resource. Clients with All Events Service can also receive this message when inbound calls are queued.
Syntax
- C++
- void OnCallQueuedEvent(Arguments& args)
- COM
- void OnCallQueuedEvent (IArguments * args)
- VB
- session_OnCallQueuedEvent (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
- args
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
Connection DeviceID |
INT |
The identifier of the connection between the call and the device. |
|
ConnectionDevice IDType |
SHORT |
Indicates the type of the connection identifier supplied in the ConnectionDeviceID. |
|
QueuedDeviceID |
STRING |
The device identifier of the queuing device. |
|
QueuedDeviceIDType |
SHORT |
Indicates the type of the device identifier supplied in the QueuedDeviceID. |
|
CallingDeviceID |
STRING |
The device identifier of the calling device. |
|
CallingDeviceIDType |
SHORT |
Indicates the type of the device identifier supplied in the CalledDeviceID. |
|
CalledDeviceID |
STRING |
The device identifier of the called device. |
|
CalledDeviceIDType |
SHORT |
Indicates the type of the device identifier supplied in the CalledDeviceID. |
|
LastRedirectedDeviceID |
STRING |
The device identifier of the redirecting device. |
|
LastRedirected DeviceIDType |
SHORT |
Indicates the type of the device identifier supplied in the LastRedirectDeviceID. |
|
LocalConnection State |
SHORT |
The state of the local end of the connection. |
|
EventCause |
SHORT |
Indicates a reason or explanation for the occurrence of the event. |
|
LineHandle |
SHORT |
Identifies the teleset line being used. |
|
LineType |
SHORT |
Indicates the type of the teleset line. |
|
ServiceID |
INT |
The Unified ICM ServiceID of the service that the call is attributed to. |
|
ServiceNumber |
INT |
The service that the call is attributed to, as known to the peripheral. |
|
NumQueued |
SHORT |
The number of calls in the queue for this service. |
|
NumSkillGroups |
SHORT |
The number of Skill Group queues that the call has queued to, up to a maximum of 50. |
OnCallReachedNetworkEvent
The connection of an outbound call to another network can generate an OnCallReachedNetworkEvent. With some switches outside the ACD, this can be the last event the outbound connection receives. For these switches, you cannot assume that when the called party receives and answers the call that the OnCallDelivered and OnCallEstablished events is received.
Syntax
- C++
- void OnCallReachedNetworkEvent(Arguments& args)
- COM
- void OnCallReachedNetworkEvent (IArguments * args)
- VB
- session_OnCallReachedNetworkEvent (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
- args
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
Connection DeviceID |
STRING |
The identifier of the connection between the call and the device. |
|
ConnectionDevice IDType |
SHORT |
Indicates the type of the connection identifier supplied in the ConnectionDeviceID. |
|
TrunkUsedDeviceID |
STRING |
The device identifier of the selected trunk. |
|
TrunkUsedDeviceIDType |
SHORT |
Indicates the type of the device identifier supplied in the TrunkUsedDeviceID. |
|
CalledDeviceID |
STRING |
The device identifier of the called device. |
|
CalledDeviceIDType |
SHORT |
Indicates the type of the device identifier supplied in the CalledDeviceID. |
|
LocalConnection State |
SHORT |
The state of the local end of the connection. |
|
EventCause |
SHORT |
Indicates a reason or explanation for the occurrence of the event. |
|
LineHandle |
SHORT |
Identifies the teleset line being used. |
|
LineType |
SHORT |
Indicates the type of the teleset line. |
|
TrunkNumber (optional) |
INT |
The number representing a trunk. |
|
TrunkGroup Number (optional) |
INT |
The number representing a trunk group. |
OnCallRetrieved
Resuming a call previously placed on hold at the agent's teleset can generate an OnCallRetrieved event. With this event the connection status becomes LCS_CONNECT.
Syntax
- C++
- void OnCallRetrieved(Arguments& args)
- COM
- void OnCallRetrieved (IArguments * args)
- VB
- session_OnCallRetrieved (ByVal args As CtiosCLIENTLib.IArguments
Parameters
- args
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
EnablementMask |
INT |
Contains the bit-mask that specifies what buttons can be enabled or disabled when this call is the current call. |
|
UniqueObjectID |
STRING |
An object ID that uniquely identifies the Call object. |
|
CallStatus |
SHORT |
The current status of the call. |
OnCallServiceInitiatedEvent
The initiation of telecommunications service ("dial tone") at the agent's teleset can generate an OnCallServiceInitiatedEvent to the CTI Client. However, when the call is made through the software, there is no way to detect the equivalent of the phone off hook. Therefore, after a call is made this event is received in sequence along with the OnCallOriginated and OnCallDelivered events. With this event the connection status becomes LCS_INITIATE.
Syntax
- C++
- void OnCallServiceInitiatedEvent(Arguments& args)
- COM
- void OnCallServiceInitiatedEvent (IArguments * args)
- VB
- session_OnCallServiceInitiatedEvent (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
ServiceNumber |
INT |
The service that the call is attributed to, as known to the peripheral. May contain the special value NULL_SERVICE when not applicable or not available. |
|
ServiceID |
INT |
The Unified ICM ServiceID of the service that the call is attributed to. May contain the special value NULL_SERVICE when not applicable or not available. |
|
SkillGroupNumber (Optional) |
INT |
The optional, user-defined number of the agent SkillGroup the call is attributed to, as known to the peripheral. May contain the special value NULL_SKILL_GROUP when not applicable or not available. |
|
SkillGroupID (Optional) |
INT |
The system-assigned identifier of the agent SkillGroup the call is attributed to. May contain the special value NULL_SKILL_GROUP when not applicable or not available. |
|
SkillGroupPriority (Optional) |
SHORT |
The priority of the skill group, or 0 when skill group priority is not applicable or not available. |
|
LineType |
SHORT |
Indicates the type of the teleset line. |
|
EnablementMask |
INT |
Contains the bit-mask that specifies what buttons can be enabled or disabled when this call is the current call. |
|
UniqueObjectID |
STRING |
An object ID that uniquely identifies the Call object. |
|
CallStatus |
SHORT |
The current status of the call. |
OnCallStartRecordingConf
The OnCallStartRecordingConf event is fired to the client to indicate that the CTI server received a StartRecord request.
Syntax
- C++
- void OnCallStartRecordingConf (Arguments & args);
- COM
- HRESULT OnCallStartRecordingConf ([in] IArguments * args);
- VB
- Session_ OnCallStartRecordingConf (ByVal args as CTIOSCLIENTLIB.IArguments)
Parameters
- args
Arguments array containing the following field.
|
Keyword |
Type |
Description |
|---|---|---|
|
UniqueObjectID |
STRING |
An object ID that uniquely identifies the Call object. |
OnCallStopRecordingConf
The OnCallStopRecordingConf event is fired to the client to indicate that a the CTI server received a StopRecord request.
Syntax
- C++
- void OnCallStopRecordingConf (Arguments & args);
- COM
- HRESULT OnCallStopRecordingConf ([in] IArguments * args);
- VB
- Session_ OnCallStopRecordingConf (ByVal args as CTIOSCLIENTLIB.IArguments)
Parameters
- args
Arguments array containing the following field.
|
Keyword |
Type |
Description |
|---|---|---|
|
UniqueObjectID |
STRING |
An object ID that uniquely identifies the Call object. |
OnCallTransferred
The transfer of a call to another destination can generate an OnCallTransferred event. With this event the two connections at the controller's device end and the status of the connections at the original caller's device and the consulted device are unchanged.
Syntax
- C++
- void OnCallTransferred(Arguments& args)
- COM
- void OnCallTransferred (IArguments * args)
- VB
- session_OnCallTransferred (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
PeripheralID |
INT |
The Unified ICM PeripheralID of the ACD where the call activity occurred. |
|
PeripheralType |
SHORT |
The type of the peripheral. |
|
CallType |
SHORT |
The general classification of the call type. |
|
UniqueObjectID |
STRING |
An object ID that uniquely identifies the Call object. |
|
RouterCallKeyDay |
INT |
Together with the RouterCallKeyCallID field forms the unique 64-bit key for locating this call's records in the Unified ICM database. Only provided for Post-routed and Translation-routed calls. |
|
RouterCalKeyCallID |
INT |
The call key created by the Unified ICM. The Unified ICM resets this counter at midnight. |
|
ConnectionCallID |
UINT |
The Call ID value assigned to this call by the peripheral or the Unified ICM. |
|
ANI (optional) |
STRING |
The calling line ID of the caller. |
|
DNIS (optional) |
STRING |
The DNIS provided with the call. |
|
UserToUserInfo (Optional) |
STRING |
The ISDN user-to-user information element. unspecified, up to 131 bytes. |
|
DialedNumber (Optional) |
STRING |
The number dialed. |
|
CallerEnteredDigits (Optional) |
STRING |
The digits entered by the caller in response to IVR prompting. |
|
ServiceNumber (Optional) |
INT |
The service that the call is attributed to, as known to the peripheral. May contain the special value NULL_SERVICE when not applicable or not available. |
|
ServiceID (Optional) |
INT |
The Unified ICM ServiceID of the service that the call is attributed to. May contain the special value NULL_SERVICE when not applicable or not available. |
|
SkillGroupNumber (Optional) |
INT |
The optional, user-defined number of the agent SkillGroup the call is attributed to, as known to the peripheral. May contain the special value NULL_SKILL_GROUP when not applicable or not available. |
|
SkillGroupID (Optional) |
INT |
The system-assigned identifier of the agent SkillGroup the call is attributed to. May contain the special value NULL_SKILL_GROUP when not applicable or not available. |
|
SkillGroupPriority (Optional) |
SHORT |
The priority of the skill group, or 0 when skill group priority is not applicable or not available. |
|
CallWrapupData (Optional) |
STRING |
Call-related wrap-up data. |
|
CallVariable1 (Optional) |
STRING |
Call-related variable data. |
|
... |
STRING |
... |
|
CallVariable10 (Optional) |
STRING |
Call-related variable data. |
|
CallStatus (Optional) |
SHORT |
The current status of the call. |
|
ECC (optional) |
ARGUMENTS |
Arguments array that contains all of the Expanded Call Context variables in use; for example: user.ArrayVariable[0]user.ArrayVariable[1] ...user.ArrayVariable[n]user.ScalarVariable |
|
CTIClients (Optional) |
ARGUMENTS |
Arguments array that contains the information about the number of clients that are using the Call object; for example: CTIClient[1] CTIClientSignatureCTIClientTimestamp |
|
ICMEnterpriseUniqueID (Optional) |
STRING |
Required only when the call is pre-routed. |
OnClearCallConf
The OnClearCallConf event is fired to the client to indicate that the CTI server received a Clear request.
Syntax
- C++
- void OnClearCallConf (Arguments & args);
- COM
- HRESULT OnClearCallConf ([in] IArguments * args);
- VB
- OnClearCallConf (ByVal args as CTIOSCLIENTLIB.IArguments)
Parameters
- args
Arguments array containing the following field.
|
Keyword |
Type |
Description |
|---|---|---|
|
UniqueObjectID |
STRING |
An object ID that uniquely identifies the Call object. |
OnClearConnectionConf
The OnClearConnectionConf event is fired to the client to indicate that the CTI server received a ClearConnection request.
Syntax
- C++
- void OnClearConnectionConf (Arguments & args);
- COM
- HRESULT OnClearConnectionConf ([in] IArguments * args);
- VB
- Session_ OnClearConnectionConf (ByVal args as CTIOSCLIENTLIB.IArguments)
Parameters
- args
Arguments array containing the following field.
|
Keyword |
Type |
Description |
|---|---|---|
|
UniqueObjectID |
STRING |
An object ID that uniquely identifies the Call object. |
OnConferenceCallConf
The OnConferenceCallConf event is fired to the client to indicate that the CTI server received a ConferenceCall or SingleStepConferenceCall request.
Syntax
- C++
- void OnConferenceCallConf (Arguments & args);
- COM
- HRESULT OnConferenceCallConf ([in] IArguments * args);
- VB
- Session_ OnConferenceCallConf (ByVal args as CTIOSCLIENTLIB.IArguments)
Parameters
Arguments array containing the following field.
|
Keyword |
Type |
Description |
|---|---|---|
|
UniqueObjectID |
STRING |
An object ID that uniquely identifies the Call object. |
OnConsultationCallConf
The OnConsultationCallConf event is fired to the client to indicate that the CTI server received a MakeConsultCall request.
Syntax
- C++
- void OnConsultationCallConf (Arguments & args);
- COM
- HRESULT OnConsultationCallConf ([in] IArguments * args);
- VB
- OnConsultationCallConf (ByVal args as CTIOSCLIENTLIB.IArguments)Parameters
Parameters
- args
Arguments array containing the following field.
|
Keyword |
Type |
Description |
|---|---|---|
|
UniqueObjectID |
STRING |
An object ID that uniquely identifies the Call object. |
OnControlFailureConf
The OnControlFailureConf event is generated when a request to the peripheral (the ACD) fails.
Syntax
- C++
- void OnControlFailureConf(Arguments& args)
- COM
- void OnControlFailureConf (IArguments * args)
- VB
- session_OnControlFailureConf (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
- args
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
PeripheralID |
INT |
Peripheral ID. |
|
FailureCode |
SHORT |
Code ID. |
|
PeripheralError Code |
INT |
Peripheral-specific error data, if available. Zero otherwise. |
|
AgentID |
STRING |
Agent ID that represents a specific client. |
|
UniqueObjectID |
STRING |
An object ID that uniquely identifies the Call object. |
|
MessageType |
INT |
Contains the CTI OS Command Request ID that failed to execute. The message types included in this parameter are those to used to control Call, Agent State and Supervisor actions. For more information, see CTI OS Keywords and Enumerated Types. |
|
ErrorMessage |
STRING |
String text containing the description of the failure. |
OnHoldCallConf
The OnHoldCallConf event is fired to the client to indicate that the CTI server received a Hold request.
Syntax
- C++
- void OnHoldCallConf (Arguments & args);
- COM
- HRESULT OnHoldCallConf ([in] IArguments * args);
- VB
- Session_ OnHoldCallConf (ByVal args as CTIOSCLIENTLIB.IArguments)
Parameters
- args
Arguments array containing the following field.
|
Keyword |
Type |
Description |
|---|---|---|
|
UniqueObjectID |
STRING |
An object ID that uniquely identifies the Call object. |
OnMakePredictiveCallConf
OnReconnectCallConf
The OnReconnectCallConf event is fired to the client to indicate that the CTI server received a Reconnect request.
Syntax
- C++
- void OnReconnectCallConf (Arguments & args);
- COM
- HRESULT OnReconnectCallConf ([in] IArguments * args);
- VB
- OnReconnectCallConf (ByVal args as CTIOSCLIENTLIB.IArguments)
Parameters
- args
Arguments array containing the following field.
|
Keyword |
Type |
Description |
|---|---|---|
|
UniqueObjectID |
STRING |
An object ID that uniquely identifies the Call object. |
OnReleaseCallConf
OnRetrieveCallConf
The OnRetrieveCallConf event is fired to the client to indicate that the CTI server received a RetrieveCall request.
Syntax
- C++
- void OnRetrieveCallConf (Arguments & args);
- COM
- HRESULT OnRetrieveCallConf ([in] IArguments * args);
- VB
- Session_ OnRetrieveCallConf (ByVal args as CTIOSCLIENTLIB.IArguments)
Parameters
- args
Arguments array containing the following field.
|
Keyword |
Type |
Description |
|---|---|---|
|
UniqueObjectID |
STRING |
An object ID that uniquely identifies the Call object. |
OnSendDTMFConf
The OnSendDTMFConf event is fired to the client to indicate that the CTI server received a SendDTMF request.
Syntax
- C++
- void OnSendDTMFConf (Arguments & args);
- COM
- HRESULT OnSendDTMFConf ([in] IArguments * args);
- VB
- Session_ OnSendDTMFConf (ByVal args as CTIOSCLIENTLIB.IArguments)
Parameters
- args
Not used; reserved for future use.
OnSetCallDataConf
The OnSetCallDataConf event is fired to the client to indicate that the CTI server received a SetCallData request.
Syntax
- C++
- void OnSetCallConf (Arguments & args);
- COM
- HRESULT OnClearCallConf ([in] IArguments * args);
- VB
- OnClearCallConf (ByVal args as CTIOSCLIENTLIB.IArguments)
Parameters
- args
Arguments array containing the following field.
|
Keyword |
Type |
Description |
|---|---|---|
|
UniqueObjectID |
STRING |
An object ID that uniquely identifies the Call object. |
OnSnapshotCallConf
The OnSnapshotCallConf event is generated when a SnapshotCall request for a specific call is successful. It contains all the information known about the specific connection at that point in time.
Syntax
- C++
- void OnSnapshotCallConf(Arguments& args)
- COM
- void OnSnapshotCallConf (IArguments * args)
- VB
- session_OnSnapshotCallConf (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
PeripheralID |
INT |
The Unified ICM PeripheralID of the ACD where the call activity occurred. |
|
CallType |
SHORT |
The general classification of the call type. |
|
UniqueObjectID |
STRING |
An object ID that uniquely identifies the call object. |
|
DialedNumber |
STRING |
The number dialed. |
|
CallerEnteredDigits |
STRING |
The digits entered by the caller in response to IVR prompting. |
|
CallWrapupData |
STRING |
Call-related wrap-up data. |
|
CallVariable1 (Optional) |
STRING |
Call-related variable data. |
|
... |
STRING |
... |
|
CallVariable10 (Optional) |
STRING |
Call-related variable data. |
|
CustomerPhone Number |
STRING |
The customer phone number associated with the call. |
|
CustomerAccount Number |
STRING |
The customer account number associated with the call. |
|
ECC |
ARGUMENTS |
Arguments array that contains all of the Expanded Call Context variables in use; for example: user.ArrayVariable[0]user.ArrayVariable[1] ...user.ArrayVariable[n]user.ScalarVariable |
|
CTIClients (Optional) |
ARGUMENTS |
Arguments array that contains the information about the number of clients that are using the Call object; for example: CTIClient[1] CTIClientSignatureCTIClientTimestamp |
|
RouterCallKeyDay |
INT |
Together with the RouterCallKeyCallID field forms the unique 64-bit key for locating this call's records in the Unified ICM database. Only provided for Post-routed and Translation-routed calls. |
|
RouterCallKeyCallID |
INT |
The call key created by the Unified ICM. The Unified ICM resets this counter at midnight. |
|
NumNamedVariables |
SHORT |
Number of Named variables. |
|
NumNamedArrays |
SHORT |
Number of Named Arrays. |
|
NumCallDevices |
SHORT |
Number of devices associated with the call. |
|
CalledDeviceID |
STRING |
The device identifier of the called device. |
|
ConnectionCallID |
UINT |
The Call ID value assigned to this call by the peripheral or the Unified ICM. |
|
CallStatus |
SHORT |
The current status of the call. |
|
The following fields appear if they have information in them. |
||
|
ANI |
STRING |
The calling line ID of the caller. |
|
UserToUserInfo |
STRING |
The ISDN user-to-user information element associated with the call. |
|
DNIS |
STRING |
The DNIS provided with the call. |
If the MinimizeEventArgs registry entry is set to 0, the SnapshotCallConf event contains the following additional fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
ICMEnterpriseUnique ID |
STRING |
This string is a globally unique key for this contact, which corresponds to the Unified ICM 64 bit key. This parameter can be used to match this contact to a follow-on call event. |
|
CallConnectionCallID (optional) |
UINT |
The CallID value assigned to the call. |
|
CallConnectionDeviceID Type (optional) |
SHORT |
Indicates the type of the connection identifier supplied in the following CallConnectionDeviceID floating field. This field always immediately follows the corresponding CallConnectionCallID field. |
|
CallConnectionDeviceID (optional) |
STRING |
The identifier of the call connection. This field always immediately follows the corresponding CallConnectionDeviceIDType field. |
|
CallDeviceConnection State |
SHORT |
The active state of the call. This field always immediately follows the corresponding CallConnection DeviceID field. |
|
CallDeviceType |
SHORT |
Indicates the type of the device identifier supplied in the CallDeviceID field. |
OnTransferCallConf
The OnTransferCallConf event is fired to the client to indicate that the CTI server received a TransferCall or SingleStepTransferCall request.
Syntax
- C++
- void OnTransferCallConf (Arguments & args);
- COM
- HRESULT OnTransferCallConf ([in] IArguments * args);
- VB
- Session_ OnTransferCallConf (ByVal args as CTIOSCLIENTLIB.IArguments)
Parameters
Arguments array containing the following field.
|
Keyword |
Type |
Description |
|---|---|---|
|
UniqueObjectID |
STRING |
An object ID that uniquely identifies the Call object. |
IAgentEvents Interface
The Agent object fires events on the IAgentEvents interface. The following events are published to subscribers of the IAgentEvents interface.
- OnAgentDeskSettingsConf
- OnAgentGreetingControlConf
- OnAgentInfoEvent
- OnAgentStateChange
- OnAgentStatistics
- OnChatMessage
- OnControlFailureConf
- OnEmergencyCall
- OnLogoutFailed
- OnMakeCallConf
- OnNewAgentTeamMember
- OnPostLogout
- OnPreLogout
- OnQueryAgentStateConf
- OnSetAgentModeEvent
- OnSetAgentStateConf
- OnStartMonitoringAgent
- OnStopMonitoringAgent
- OnUserMessageConf
OnAgentDeskSettingsConf
The OnAgentDeskSettingsConf event confirms successful completion of the request and provides the query response.
Syntax
- C++
- void OnAgentDeskSettings(Arguments& args)
- COM
- void OnAgentDeskSettings (IArguments * args)
- VB
- session_OnAgentDeskSettings (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
- args
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
InvokeID |
UINT |
Set to the same value as the InvokeID from the corresponding request message. |
|
PeripheralID |
UINT |
The Unified ICM PeripheralID of the ACD where the device is located. |
|
DeskSettingsMask |
UINT |
A bitwise combination of the Boolean desk setting Masks listed in the table below. |
|
WrapupData IncomingMode |
UINT |
Indicates whether the agent is allowed or required to enter wrap-up data after an inbound call: 0 = Required, 1 = Optional, 2 = Not allowed, 3 = Required With WrapupData. |
|
WrapupData OutgoingMode |
UINT |
Indicates whether the agent is allowed or required to enter wrap-up data after an outbound call: 0 = Required, 1 = Optional, 2 = Not allowed. |
|
LogoutNon ActivityTime |
UINT |
Number of seconds of non-activity at the desktop after which the Unified ICM automatically logs out the agent. |
|
QualityRecordingRate |
UINT |
Indicates how frequently calls to the agent are recorded. |
|
RingNoAnswer Time |
UINT |
Number of seconds a call can ring at the agent's station before being redirected. |
|
SilentMonitor WarningMessage |
UINT |
Set for a warning message box to prompt on agent desktop when silent monitor starts. |
|
SilentMonitor AudibleIndication |
UINT |
Set for an audio click at beginning of the silent monitor. |
|
SupervisorAssist CallMethod |
UINT |
Set for PIM to create a blind conference call for supervisor assist request; otherwise creates consultative call. |
|
EmergencyCall Method |
UINT |
Set for PIM to create a blind conference call for emergency call request; otherwise creates a consultative call. |
|
AutoRecordOn Emergency |
UINT |
Set for automatically record when emergency call request. |
|
RecordingMode |
UINT |
Set for the recording request to go through Call Manager/PIM. |
|
WorkModeTimer |
UINT |
Auto Wrap-up time out. |
|
RingNoAnswer DN |
UINT |
The dialed number identifier for new re-route destination in the case of ring no answer. |
|
Mask Name |
Description |
Numeric Value |
|---|---|---|
|
DESK_AVAIL_AFTER_ INCOMING_MASK |
Set for automatically consider the agent available after handling an incoming call. |
0x00000001 |
|
DESK_AVAIL_AFTER_OUTGOING_MASK |
Set for automatically consider the agent available after handling an outbound call. |
0x00000002 |
|
DESK_AUTO_ ANSWER_ENABLED_ MASK |
Set when calls to the agent are automatically answered. |
0x00000004 |
|
DESK_IDLE_REASON_REQUIRED_MASK |
Set when the agent must enter a reason before entering the Idle state. |
0x00000008 |
|
DESK_LOGOUT_ REASON_REQUIRED_MASK |
Set when the agent must enter a reason before logging out. |
0x00000010 |
|
DESK_SUPERVISOR_ CALLS_ALLOWED_MASK |
Set when the agent can initiate supervisor assisted calls. |
0x00000020 |
|
DESK_AGENT_TO_ AGENT_CALLS_ ALLOWED |
Set when calls to other agents are allowed. |
0x00000040 |
|
DESK_OUTBOUND_ACCESS_INTERNATIONAL_MASK |
Set when the agent can initiate international calls. |
0x00000080 |
|
DESK_OUTBOUND_ACCESS_PUBLIC_NET_MASK |
Set when the agent can initiate calls through the public network. |
0x00000100 |
|
DESK_OUTBOUND_ACCESS_PRIVATE_NET_MASK |
Set when the agent can initiate calls through the private network. |
0x00000200 |
|
DESK_OUTBOUND_ACCESS_OPERATOR_ASSISTED_MASK |
Set when the agent can initiate operator assisted calls. |
0x00000400 |
|
DESK_OUTBOUND_ACCESS_PBX_MASK |
Set when the agent can initiate outbound PBX calls. |
0x00000800 |
|
DESK_NON_ACD_CALLS_ALLOWED_MASK |
Set when the agent can place or handle non-ACD calls. |
0x00001000 |
|
DESK_AGENT_CAN_SELECT_GROUP_MASK |
Set when the agent can select which groups they are logged into. |
0x00002000 |
OnAgentGreetingControlConf
The OnAgentGreetingControlConf event confirms the successful completion of the SetAgentGreetingAction request.
Syntax
- C++
- void OnAgentGreetingControlConf(Arguments& args)
- COM
- void OnAgentGreetingControlConf (IArguments * args)
- VB
- session_OnAgentGreetingControlConf (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
- args
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
MessageHeader |
MHDR |
Standard Message Header. |
|
InvokeID |
UINT |
Set to the same value as the InvokeID from the corresponding request message. |
OnAgentInfoEvent
The OnAgentInfoEvent event is generated as a response to a query to the Agent Name Lookup Service and carries the agent's name. The CTI OS server generates this query when it is configured to do agent name lookup. The OnAgentInfoEvent event is sent to the client if the server obtained the information.
Syntax
- C++
- void OnAgentInfoEvent(Arguments& args)
- COM
- void OnAgentInfoEvent (IArguments * args)
- VB
- session_OnAgentInfoEvent (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
|
Keyword |
Type |
Description |
|---|---|---|
|
UniqueObjectID |
STRING |
A unique object ID for the Agent object. |
|
AgentLastName |
STRING |
Agent's last name. |
|
AgentFirstName |
STRING |
Agent's first name. |
OnAgentStateChange
The OnAgentStateChange event is generated when the agent state at the ACD changes. This can be as a response to a Login, Logout, or SetAgentState request.
Syntax
- C++
- void OnAgentStateChange(Arguments& args)
- COM
- void OnAgentStateChange (IArguments * args)
- VB
- session_OnAgentStateChange (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
- args
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
PeripheralID |
INT |
The Unified ICM PeripheralID of the ACD where the agent state change occurred. |
|
PeripheralType |
SHORT |
The type of the peripheral. |
|
AgentState |
SHORT |
One of the values in Table 2 representing the current overall state of the associated agent. |
|
SkillGroupNumber |
INT |
The optional, user-defined number of the agent SkillGroup affected by the state change, as known to the peripheral. May contain the special value NULL_SKILL_GROUP when not applicable or not available. |
|
SkillGroupID |
INT |
The system-assigned identifier of the agent SkillGroup affected by the state change. May contain the special value NULL_SKILL_ GROUP when not applicable or not available. |
|
StateDuration |
INT |
The number of seconds since the agent entered this state (typically 0). |
|
SkillGroupPriority |
SHORT |
The priority of the skill group, or 0 when skill group priority is not applicable or not available. |
|
EventReasonCode |
SHORT |
A peripheral-specific code indicating the reason for the state change. |
|
SkillGroupState |
SHORT |
Values representing the current state of the associated agent with respect to the indicated Agent Skill Group. |
|
AgentID |
STRING |
The agent's ACD login ID. |
|
AgentExtension |
STRING |
The agent's ACD teleset extension. |
|
CTIClientSignature (Optional) |
STRING |
The Client Signature of the CTI Client that is associated with this agent. |
|
Enablement Mask |
Contains the bit-mask that specifies what buttons can be enabled or disabled when the agent is on this state. |
|
|
UniqueObjectID |
STRING |
A unique object ID for the Agent object. |
|
AgentInstrument |
STRING |
The agent's ACD instrument number. |
The following table provides the AgentState values.
|
enum Value |
Description |
Numeric Value |
|---|---|---|
|
eLogin |
The agent has logged on to the ACD. It does not necessarily indicate that the agent is ready to accept calls. |
0 |
|
eLogout |
The agent has logged out of the ACD and cannot accept any additional calls. |
1 |
|
eNotReady |
The agent is unavailable for any call work. |
2 |
|
eAvailable |
The agent is ready to accept a call. |
3 |
|
eTalking |
The agent is currently talking on a call (inbound, outbound, or inside). |
4 |
|
eWorkNotReady |
The agent is performing after call work, but will not be ready to receive a call when completed. |
5 |
|
eWorkReady |
The agent is performing after call work, and will be ready to receive a call when completed. |
6 |
|
eBusyOther |
The agent is busy performing a task associated with another active SkillGroup. |
7 |
|
eReserved |
The agent is reserved for a call that will arrive at the ACD shortly. |
8 |
|
eUnknown |
The agent state is currently unknown. |
9 |
|
eHold |
The agent currently has all calls on hold. |
10 |
Note | Not all switches support all the states listed in the above table, and you should not make any assumptions about which states are supported on a particular switch without verification. |
OnAgentStatistics
The OnAgentStatistics event is fired to the client to indicate that the CTI server received a request to enable agent statistics (via the EnableAgentStatistics method). The arrival of events event is determined by the configuration on the server.
The table under Parameters details all the agent statistics that can be received. To optimize bandwidth, the default configuration on the server is set to minimize the agent statistics sent. Only the statistics that the Agent Statistics grid is configured for are sent to the client. For more information about on how to configure the agent statistics grid and minimize agent statistics, see CTI OS System Manager's Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted.
Syntax
- C++
- void OnAgentStatistics (Arguments & args);
- COM
- HRESULT OnAgentStatistics ([in] IArguments * args);
- VB
- Session_ OnAgentStatistics (ByVal args as CTIOSCLIENTLIB.IArguments)
Parameters
Arguments array containing the following fields.
|
Keyword |
Description |
Type |
|---|---|---|
|
PeripheralID |
The Unified ICM PeripheralID of the ACD where the agent is located. |
INT |
|
AgentExtension (required) |
The agent's ACD teleset extension. |
STRING |
|
AgentID (required) |
The agent's ACD login ID. |
STRING |
|
AgentInstrument (required) |
The agent's ACD instrument number. |
STRING |
The OnAgentStatistics event contains all the agent statistics fields necessary to display the statistics configured on the CTI OS server.
OnChatMessage
The OnChatMessage event is generated when an asynchronous text message is received from another user (agent).
Syntax
- C++
- void OnChatMessage(Arguments& args)
- COM
- void OnChatMessage (IArguments * args)
- VB
- session_OnChatMessage (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
- args
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
Distribution |
STRING |
Currently the only supported value is "agent". |
|
AgentID |
STRING |
The AgentID of the message target. |
|
Target |
STRING |
The AgentID of the message target. |
|
Message |
STRING |
The text message provided by the sender. |
|
Source |
STRING |
The AgentID of the message sender. |
OnControlFailureConf
The OnControlFailureConf event is generated when the previously issued request, identified by the InvokeID field failed. It is sent in place of the corresponding confirmation message for that request.
Syntax
- C++
- void OnControlFailureConf(Arguments& args)
- COM
- void OnControlFailureConf (IArguments * args)
- VB
- session_OnControlFailureConf (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
|
Keyword |
Type |
Description |
|---|---|---|
|
InvokeID |
INT |
InvokeID of the request that failed |
|
FailureCode |
SHORT |
A value specifying the reason that the request failed. For a list of the Control Failure Code see the table below. |
|
PeripheralError Code |
INT |
Peripheral-specific error data, if available. Zero otherwise. |
|
AgentID |
STRING |
Agent ID that represents a specific client. |
|
UniqueObjectID |
STRING |
An object ID that uniquely identifies the Call object. |
|
MessageType |
INT |
Contains the CTI OS Command Request ID that failed to execute. The message types included in this parameter are those to used to control Call, Agent State and Supervisor actions. For more information, see CTI OS Keywords and Enumerated Types. |
|
ErrorMessage |
STRING |
String text containing the description of the failure. |
|
Status Code |
Description |
Value |
|---|---|---|
|
E_CTI_NO_ERROR |
No error occurred. |
0 |
|
E_CTI_INVALID_ VERSION |
The CTI Server does not support the protocol version number requested by the CTI client. |
1 |
|
E_CTI_INVALID_ MESSAGE_ TYPE |
A message with an invalid message type field was received. |
2 |
|
E_CTI_INVALID_ FIELD_TAG |
A message with an invalid floating field tag was received. |
3 |
|
E_CTI_SESSION_ NOT_OPEN |
No session is currently open on the connection. |
4 |
|
E_CTI_SESSION_ ALREADY_ OPEN |
A session is already open on the connection. |
5 |
|
E_CTI_REQUIRED_ DATA_ MISSING |
The request did not include one or more floating items that are required. |
6 |
|
E_CTI_INVALID_ PERIPHERAL_ID |
A message with an invalid PeripheralID value was received. |
7 |
|
E_CTI_INVALID_ AGENT_ DATA |
The provided agent data items are invalid. |
8 |
|
E_CTI_AGENT_NOT_ LOGGED_ON |
The indicated agent is not currently logged in. |
9 |
|
E_CTI_DEVICE_IN_ USE |
The indicated agent teleset is already associated with a different CTI client. |
10 |
|
E_CTI_NEW_ SESSION_ OPENED |
This session is being terminated due to a new session open request from the client. |
11 |
|
E_CTI_FUNCTION_ NOT_ AVAILABLE |
A request message was received for a function or service that was not granted to the client. |
12 |
|
E_CTI_INVALID_ CALLID |
A request message was received with an invalid CallID value. |
13 |
|
E_CTI_PROTECTED_ VARIABLE |
The CTI client cannot update the requested variable. |
14 |
|
E_CTI_CTI_SERVER_ OFFLINE |
The CTI Server cannot function normally. The CTI client closes the session upon receipt of this error. |
15 |
|
E_CTI_TIMEOUT |
The CTI Server failed to respond to a request message within the time-out period, or no messages were received from the CTI client within the IdleTimeout period. |
16 |
|
E_CTI_UNSPECIFIED_FAILURE |
An unspecified error occurred. |
17 |
|
E_CTI_INVALID_ TIMEOUT |
The IdleTimeout field contains a value that is less than 20 seconds (4 times the minimum heartbeat interval of 5 seconds). |
18 |
|
E_CTI_INVALID_ SERVICE_MASK |
The ServicesRequested field has unused bits set. All unused bit positions must be zero. |
19 |
|
E_CTI_INVALID_ CALL_MSG_MASK |
The CallMsgMask field has unused bits set. All unused bit positions must be zero. |
20 |
|
E_CTI_INVALID_ AGENT_ STATE_ MASK |
The AgentStateMask field has unused bits set. All unused bit positions must be zero. |
21 |
|
E_CTI_INVALID_ RESERVED_ FIELD |
A Reserved field has a non-zero value. |
22 |
|
E_CTI_INVALID_ FIELD_ LENGTH |
A floating field exceeds the allowable length for that field type. |
23 |
|
E_CTI_INVALID_ DIGITS |
A STRING field contains characters that are not digits ("0" through "9"). |
24 |
|
E_CTI_BAD_ MESSAGE_ FORMAT |
The message is improperly constructed. This can be caused by omitted or incorrectly sized fixed message fields. |
25 |
|
E_CTI_INVALID_ TAG_FOR_MSG_ TYPE |
A floating field tag is present that specifies a field that does not belong in this message type. |
26 |
|
E_CTI_INVALID_ DEVICE_ID_ TYPE |
A DeviceIDType field contains an invalid value. |
27 |
|
E_CTI_INVALID_ LCL_CONN_ STATE |
A LocalConnectionState field contains an invalid value. |
28 |
|
E_CTI_INVALID_ EVENT_ CAUSE |
An EventCause field contains an invalid value. |
29 |
|
E_CTI_INVALID_ NUM_ PARTIES |
The NumParties field contains a value that exceeds the maximum (16). |
30 |
|
E_CTI_INVALID_ SYS_ EVENT_ID |
The SystemEventID field contains an invalid value. |
31 |
|
E_CTI_ INCONSISTENT_ AGENT_DATA |
The provided agent extension, agent ID, and/or agent instrument values are inconsistent with each other. |
32 |
|
E_CTI_INVALID_ CONNECTION_ID_ TYPE |
A ConnectionDeviceIDType field contains an invalid value. |
33 |
|
E_CTI_INVALID_ CALL_TYPE |
The CallType field contains an invalid value. |
34 |
|
E_CTI_NOT_CALL_ PARTY |
A CallDataUpdate or Release Call request specified a call that the client is not a party to. |
35 |
|
E_CTI_INVALID_ PASSWORD |
The ClientID and Client Password provided in an OPEN_REQ message is incorrect. |
36 |
|
E_CTI_CLIENT_ DISCONNECTED |
The client TCP/IP connection was disconnected without a CLOSE_REQ. |
37 |
|
E_CTI_INVALID_ OBJECT_ STATE |
An invalid object state value was provided. |
38 |
|
E_CTI_INVALID_ NUM_ SKILL_GROUPS |
An invalid NumSkillGroups value was provided. |
39 |
|
E_CTI_INVALID_ NUM_LINES |
An invalid NumLines value was provided. |
40 |
|
E_CTI_INVALID_ LINE_TYPE |
An invalid LineType value was provided. |
41 |
|
E_CTI_INVALID_ ALLOCATION_STATE |
An invalid AllocationState value was provided. |
42 |
|
E_CTI_INVALID_ ANSWERING_ MACHINE |
An invalid AnsweringMachine value was provided. |
43 |
|
E_CTI_INVALID_ CALL_MANNER_ TYPE |
An invalid CallMannerType value was provided. |
44 |
|
E_CTI_INVALID_ CALL_PLACEMENT_ TYPE |
An invalid CallPlacementType value was provided. |
45 |
|
E_CTI_INVALID_ CONSULT_ TYPE |
An invalid ConsultType value was provided. |
46 |
|
E_CTI_INVALID_ FACILITY_ TYPE |
An invalid FacilityType value was provided. |
47 |
|
E_CTI_INVALID_ MSG_TYPE_ FOR_ VERSION |
The provided MessageType is invalid for the opened protocol version. |
48 |
|
E_CTI_INVALID_ TAG_FOR_ VERSION |
A floating field tag value is invalid for the opened protocol version. |
49 |
|
E_CTI_INVALID_ AGENT_WORK_ MODE |
An invalid AgentWorkMode value was provided. |
50 |
|
E_CTI_INVALID_ CALL_OPTION |
An invalid call option value was provided. |
51 |
|
E_CTI_INVALID_ DESTINATION_ COUNTRY |
An invalid destination country value was provided. |
52 |
|
E_CTI_INVALID_ ANSWER_DETECT_ MODE |
An invalid answer detect mode value was provided. |
53 |
|
E_CTI_MUTUALLY_ EXCLUS_DEVICEID_ TYPES |
A peripheral monitor request cannot specify both a call and a device. |
54 |
|
E_CTI_INVALID_ MONITORID |
An invalid monitorID value was provided. |
55 |
|
E_CTI_SESSION_ MONITOR_ ALREADY_EXISTS |
A requested session monitor was already created. |
56 |
|
E_CTI_SESSION_ MONITOR_IS_ CLIENTS |
A client may not monitor its own session. |
57 |
|
E_CTI_INVALID_ CALL_CONTROL_ MASK |
An invalid call control mask value was provided. |
58 |
|
E_CTI_INVALID_ FEATURE_MASK |
An invalid feature mask value was provided. |
59 |
|
E_CTI_INVALID_ TRANSFER_ CONFERENCE_ SETUP_MASK |
An invalid transfer conference setup mask value was provided. |
60 |
|
E_CTI_INVALID_ ARRAY_INDEX |
An invalid named array index value was provided. |
61 |
|
E_CTI_INVALID_ CHARACTER |
An invalid character value was provided. |
62 |
|
E_CTI_CLIENT_NOT_FOUND |
There is no open session with a matching ClientID. |
63 |
|
E_CTI_SUPERVISOR_NOT_FOUND |
The agent's supervisor is unknown or does not have an open CTI session. |
64 |
|
E_CTI_TEAM_NOT_ FOUND |
The agent is not a member of an agent team. |
65 |
|
E_CTI_NO_CALL_ ACTIVE |
The specified agent does not have an active call. |
66 |
|
E_CTI_NAMED_ VARIABLE_NOT_ CONFIGURED |
The specified named variable is not configured in the Unified ICM database. |
67 |
|
E_CTI_NAMED_ ARRAY_NOT_ CONFIGURED |
The specified named array is not configured in the Unified ICM database. |
68 |
|
E_CTI_INVALID_ CALL_VARIABLE_ MASK |
The specified call variable mask in not valid. |
69 |
|
E_CTI_ELEMENT_ NOT_FOUND |
An internal error occurred manipulating a named variable or named array element. |
70 |
|
E_CTI_INVALID_ DISTRIBUTION_TYPE |
The specified distribution type is invalid. |
71 |
|
E_CTI_INVALID_ SKILL_GROUP |
The specified skill group is invalid. |
72 |
|
E_CTI_TOO_MUCH_ DATA |
The total combined size of named variables and named arrays cannot exceed the limit of 2000 bytes. |
73 |
|
E_CTI_VALUE_TOO_LONG |
The value of the specified named variable or named array element exceeds the maximum permissible length. |
74 |
|
E_CTI_SCALAR_ FUNCTION_ON_ ARRAY |
A NamedArray was specified with a NamedVariable tag. |
75 |
|
E_CTI_ARRAY_ FUNCTION_ON_ SCALAR |
A NamedVariable was specified with a NamedArray tag. |
76 |
|
E_CTI_INVALID_ NUM_NAMED_ VARIABLES |
The value in the NumNamedVariables field is different than the number of NamedVariable floating fields in the message. |
77 |
|
E_CTI_INVALID_ NUM_NAMED_ ARRAYS |
The value in the NumNamedArrays field is different than the number of NamedArray floating fields in the message. |
78 |
OnEmergencyCall
The OnEmergencyCall event indicates that a CTI client (with Supervisory capabilities) is handling the indicated call as an emergency call. This event only applies to ACDs with Supervisor capabilities.
Syntax
- C++
- void OnEmergencyCall(Arguments& args)
- COM
- void OnEmergencyCall (IArguments * args)
- VB
- session_OnEmergencyCall (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
- args
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
PeripheralID |
INT |
The Unified ICM PeripheralID of the ACD where the call is located. |
|
Connection CallID |
INT |
The Call ID value assigned to the call by the peripheral or the Unified ICM. |
|
ConnectionDevice IDType |
SHORT |
Indicates the type of the connection identifier supplied in the ConnectionDeviceID floating field. |
|
SessionID |
INT |
The CTI client SessionID of the CTI client making the notification. |
|
Connection DeviceID |
INT |
The identifier of the connection between the call and the agent's device. |
|
ClientID (required) |
STRING |
The ClientID of the client making the notification. |
|
ClientAddress (Required) |
STRING |
The IP address of the client making the notification. |
|
AgentExtension (Required) |
STRING |
The agent's teleset extension. |
|
AgentID (required) |
STRING |
The agent's ACD login ID. |
|
AgentInstrument (required) |
STRING |
The agent's ACD instrument number. |
Remarks
OnLogoutFailed
The OnLogoutFailed is always generated before (or with) an OnControlFailureConf event and is identical to it but is generated only when a Logout request fails.
Syntax
C++: void OnLogoutFailed (Arguments& args) COM: void OnLogoutFailed (IArguments * args) VB: session_OnLogoutFailed (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
|
Keyword |
Type |
Description |
|---|---|---|
|
InvokeID |
INT |
InvokeID of the request that failed. |
|
FailureCode |
SHORT |
A value specifying the reason that the request failed. For a list of the Control Failure Codes see Table 1. |
|
Peripheral ErrorCode |
INT |
Peripheral-specific error data, if available. Zero otherwise. |
OnMakeCallConf
The OnMakeCallConf event confirms the successful completion of the MakeCall request. It conveys the information detailed in the table under Parameters.
Syntax
- C++
- C++: int OnMakeCallConf (Arguments & args);
- COM
- HRESULT OnMakeCallConf ([in] IArguments * args);
- VB
- Session_ OnMakeCallConf (ByVal args as CTIOSCLIENTLIB.IArguments)
- Java
- void OnMakeCallConf (Arguments args);
Parameters
|
Keyword |
Description |
Type |
|---|---|---|
|
NewConnectionCallID |
The Call ID value assigned to the call by the peripheral or the Unified ICM. |
UINT |
|
NewConnectionDevice IDType |
Indicates the type of the connection identifier supplied in the New ConnectionDeviceID floating field. |
SHORT |
|
LineHandle |
Identifies the teleset line used, if known. Otherwise this field is set to 0xffff. |
SHORT |
|
LineType |
Indicates the type of the teleset line given in the LineHandle field. |
SHORT |
|
NewConnectionDeviceID (required) |
The identifier of the connection between the call and the device. |
STRING |
OnNewAgentTeamMember
The OnNewAgentTeamMember event informs the supervisor about a new agent team member. The event is typically received in response to a RequestAgentTeamList request from the supervisor object. It is also received when CTI OS Server receives an AGENT_TEAM_CONFIG_EVENT indicating a change in agent team configuration (add/remove).
Syntax
- C++
- void OnNewAgentTeamMember (Arguments& args)
- COM
- void OnNewAgentTeamMember (IArguments * args)
- VB
- session_OnNewAgentTeamMember (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
|
Keyword |
Type |
Description |
|---|---|---|
|
PeripheralID |
STRING |
The Unified ICM PeripheralID of the agent's ACD. |
|
UniqueObjectID |
STRING |
Unique object ID of the Agent object for this agent. |
|
AgentState |
SHORT |
One of the values in Table 2 representing the current state of the associated agent. |
|
NumSkillGroups |
INT |
The number of skill groups that the agent is currently associated with, up to a maximum of 99. |
|
AgentID |
STRING |
Agent's ACD login. |
|
AgentExtension |
STRING |
Agent's ACD teleset extension. |
|
AgentInstrument |
STRING |
Agent's ACD instrument number. |
|
AgentLastName |
STRING |
Agent's last name. |
|
AgentFirstName |
STRING |
Agent's first name. |
|
AgentName |
STRING |
Agent's full name. |
|
AgentAvailability Status |
SHORT |
The current status of the agent's availability to take a call. |
EventReasonCode |
SHORT |
A peripheral-specific code indicating the reason for the change in agent state to NotReady. |
|
EnablementMask |
INT |
Contains the bit-mask that specifies what buttons can be enabled or disabled when the agent is on the state specified in the AgentState field. |
|
SupervisorID |
STRING |
The ID of the agent's supervisor. |
|
AgentFlags |
INT |
Used to describe the agent carried in this event. The possible values for this field as well as their meanings are as follows:
|
|
Skillgroup[1} |
ARGUMENTS |
Arguments array containing information about the agent's first skillgroup. The array contains the following arguments: |
|
Skillgroup[n] |
ARGUMENTS |
Arguments array containing information about the agent's nth skillgroup. |
|
ConfigOperation |
USHORT |
Used to describe a change to the team. The possible values for this field as well as their meanings are as follows: |
OnPostLogout
The OnPostLogout event is generated after the agent has logged out. Arrival of this event guarantees that the agent state event signalling the agent's transition to logout state was received and handled by all interested event listeners.
Syntax
- C++
- void OnPostLogout(Arguments& args)
- COM
- void OnPostLogout (IArguments * args)
- VB
- session_OnPostLogout (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
- args
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
PeripheralID |
INT |
The Unified ICM PeripheralID of the ACD where the agent state change occurred. |
|
PeripheralType |
SHORT |
The type of the peripheral. |
|
AgentState |
SHORT |
One of the values in Table 2 representing the current overall state of the associated agent. |
|
SkillGroupNumber |
INT |
The optional, user-defined number of the agent SkillGroup affected by the state change, as known to the peripheral. May contain the special value NULL_SKILL_GROUP when not applicable or not available. |
|
SkillGroupID |
INT |
The system-assigned identifier of the agent SkillGroup affected by the state change. May contain the special value NULL_SKILL_ GROUP when not applicable or not available. |
|
StateDuration |
INT |
The number of seconds since the agent entered this state (typically 0). |
|
SkillGroupPriority |
SHORT |
The priority of the skill group, or 0 when skill group priority is not applicable or not available. |
|
EventReasonCode |
SHORT |
A peripheral-specific code indicating the reason for the state change. |
|
SkillGroupState |
SHORT |
Values representing the current state of the associated agent with respect to the indicated Agent Skill Group. |
|
AgentID |
STRING |
The agent's ACD login ID. |
|
AgentExtension |
STRING |
The agent's ACD teleset extension. |
|
CTIClientSignature (Optional) |
STRING |
The Client Signature of the CTI Client that is associated with this agent. |
|
EnablementMask |
INT |
Contains the bit-mask that specifies what buttons can be enabled or disabled when the agent is on this state. |
|
UniqueObjectID |
STRING |
A unique object ID for the Agent object. |
|
AgentInstrument |
STRING |
The agent's ACD instrument number. |
Remarks
When PG failover occurs, the client application can receive an OnPostLogout event with an EventReasonCode of CTIOS_FORCED_LOGOUT_REASON_CODE. For example, this can happen on an Unified CCE system after reconnecting to a different server during a failover, because there is a race condition of the PG logging the agent out and the client reconnecting to the other server before it happens. If this happens, the client application should not disconnect from CTI OS Server.
OnPreLogout
The OnPreLogout event just before the agent is logged out. It allows for any cleanup or logic that needs to be done before logout is completed.
Syntax
- C++
- void OnPreLogout(Arguments& args)
- COM
- void OnPreLogout (IArguments * args)
- VB
- session_OnPreLogout (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
- args
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
PeripheralID |
INT |
The Unified ICM PeripheralID of the ACD where the agent state change occurred. |
|
PeripheralType |
SHORT |
The type of the peripheral. |
|
AgentState |
SHORT |
One of the values in Table 2 representing the current overall state of the associated agent. |
|
SkillGroupNumber |
INT |
The optional, user-defined number of the agent SkillGroup affected by the state change, as known to the peripheral. May contain the special value NULL_SKILL_GROUP when not applicable or not available. |
|
SkillGroupID |
INT |
The system-assigned identifier of the agent SkillGroup affected by the state change. May contain the special value NULL_SKILL_GROUP when not applicable or not available. |
|
StateDuration |
INT |
The number of seconds since the agent entered this state (typically 0). |
|
SkillGroupPriority |
SHORT |
The priority of the skill group, or 0 when skill group priority is not applicable or not available. |
|
EventReasonCode |
SHORT |
A peripheral-specific code indicating the reason for the state change. |
|
SkillGroupState |
SHORT |
Values representing the current state of the associated agent with respect to the indicated Agent Skill Group. |
|
AgentID |
STRING |
The agent's ACD login ID. |
|
AgentExtension |
STRING |
The agent's ACD teleset extension. |
|
CTIClientSignature (Optional) |
STRING |
The Client Signature of the CTI Client that is associated with this agent. |
|
Enablement Mask |
Contains the bit-mask that specifies what buttons can be enabled or disabled when the agent is on this state. |
|
|
UniqueObjectID |
STRING |
A unique object ID for the Agent object. |
|
AgentInstrument |
STRING |
The agent's ACD instrument number. |
OnQueryAgentStateConf
The OnQueryAgentStateConf event is generated and returned by the server at login as a response to the QueryAgentState() request. A user cannot issue this request.
Syntax
- C++
- void OnQueryAgentStateConf(Arguments& args)
- COM
- void OnQueryAgentStateConf (IArguments * args)
- VB
- session_OnQueryAgentStateConf (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
- args
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
AgentID |
STRING |
Agent's ACD login. |
|
AgentExtension |
STRING |
Agent's ACD teleset extension. |
|
AgentInstrument |
STRING |
Agent's ACD instrument number. |
|
AgentState |
SHORT |
One of the values in Table 2 representing the current state of the associated agent. |
|
NumSkillGroups |
INT |
The number of skill groups that the agent is currently associated with, up to a maximum of 20. |
|
SkillGroup[j] |
ARGUMENTS |
Argument array that contains Skill Group information for the j-th element less than NumSkillGroups. The message contains NumSkillGroups elements of this type. |
|
MRDID |
INT |
Media Routing Domain ID as configured in Unified ICM and the ARM client. |
|
NumTasks |
INT |
The number of tasks currently assigned to the agent—this is the number that Unified ICM compares to the MaxTaskLimit to decide if the agent is available to be assigned additional tasks. This includes active tasks as well as those that are offered, paused, and in wrapup. |
|
AgentMode |
SHORT |
The mode that the agent is not in when the login completes. ROUTABLE = 0, NOT ROUTABLE = 1 |
|
MaxTaskLimit |
INT |
The maximum number of tasks that the agent can simultaneously work on. |
|
ICMAgentID |
INT |
The Unified ICM Skill Target ID, a unique agent identifier for Unified ICM. |
|
Agent Availability Status |
INT |
An available agent is eligible to be assigned a task. Who can assign a task to the agent is determined by whether or not the agent is Routable. An agent is ICMAvailable in MRD X if he is available in X and Routable with respect to X. An agent is ApplicationAvailable in MRD X if he is available in X and not Routable with respect to X. Otherwise an agent is NotAvailable in MRD X. NOT AVAILABLE = 0, ICM AVAILABLE = 1, APPLICATION AVAILABLE=2 |
Each SkillGroup[j] field in the message contains the following information.
|
Keyword |
Type |
Description |
|---|---|---|
|
SkillGroupNumber |
INT |
The optional, user-defined number of an agent SkillGroup queue that the call was added to, as known to the peripheral. May contain the special value NULL_SKILL_GROUP when not applicable or not available. |
|
SkillGroupID |
INT |
The system-assigned identifier of the agent SkillGroup the call is attributed to. May contain the special value NULL_SKILL_GROUP when not applicable or available. |
|
SkillGroupPriority |
SHORT |
The priority of the skill group, or 0 when the skill group priority is not applicable or not available. |
|
SkillGroupState |
SHORT |
One of the values representing the current state associated agent with respect to the skill group. |
OnSetAgentModeEvent
The OnSetAgentModeEvent event indicates that the client made a successful AgentMode connection.
Syntax
- C++
- void OnSetAgentModeEvent (Arguments& args)
- COM
- void OnSetAgentModeEvent (IArguments * args)
- VB
- Session_OnSetAgentModeEvent (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
- args
Arguments array containing the following fields.
OnSetAgentStateConf
The OnSetAgentStateConf confirmation message is fired to the client to indicate that the CTI server received the SetAgentState request. This confirmation message does not indicate that the agent has changed to the desired state; rather, the programmer should expect one or more OnAgentStateChange events to indicate the change of state.
Syntax
- C++
- int OnSetAgentStateConf (Arguments & args);
- COM
- HRESULT OnSetAgentStateConf ([out] IArguments * args);
- VB
- Session_ OnSetAgentStateConf (ByVal args as CTIOSCLIENTLIB.IArguments)
- Java
- void OnSetAgentStateConf (Arguments args);
Parameters
Not used; reserved for future use.
OnStartMonitoringAgent
The OnStartMonitoringAgent event is generated when a new agent is selected to be monitored in response to a StartMonitoringAgent() request.
Syntax
- C++
- void OnStartMonitoringAgent (Arguments& args)
- COM
- void OnStartMonitoringAgent (IArguments * args)
- VB
- session_OnStartMonitoringAgent (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
- args
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
UniqueObjectID |
STRING |
Unique object ID for the supervisor object. |
|
AgentReference |
STRING |
String containing the Agent ID for the agent to be monitored. |
|
SupervisorID |
STRING |
String containing the supervisor's AgentID. |
|
SupervisorKey |
STRING |
Supervisor's unique object ID. |
|
BargedInCallID |
STRING |
If the supervisor has barged in on the agent's call, the unique object ID of that call. |
|
Supervisor AgentState |
STRING |
The supervisor's agent state. |
Remarks
This is a Supervisor specific event. It is supported for use with Unified CCE only.
OnStopMonitoringAgent
The OnStopMonitoringAgent event is generated when monitoring of an agent is dropped in response to a StopMonitoringAgent() request.
Syntax
- C++
- void OnStopMonitoringAgent (Arguments& args)
- COM
- void OnStopMonitoringAgent (IArguments * args)
- VB
- session_OnStopMonitoringAgent (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
- args
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
UniqueObjectID |
STRING |
Unique object ID for the supervisor object. |
|
AgentReference |
STRING |
String containing the Agent ID for the agent to be monitored. |
|
SupervisorID |
STRING |
String containing the supervisor's AgentID. |
|
SupervisorKey |
STRING |
Supervisor's unique object ID. |
|
BargedInCallID |
STRING |
If the supervisor has barged in on the agent's call, the unique object ID of that call. |
|
Supervisor AgentState |
STRING |
The supervisor's agent state. |
Remarks
This is a Supervisor specific event. It is supported for use with Unified CCE only.
OnUserMessageConf
ISkillGroupEvents Interface
The SkillGroup object fires events on the ISkillGroupEvents interface. The following events are published to subscribers of the ISkillGroupEvents interface.
OnSkillGroupStatisticsUpdated
The OnSkillGroupStatisticsUpdated event is generated when skill group statistics are reported. You can connfigure the update frequency of OnSkillGroupStatisticsUpdated on the CTI OS server (for more information, see CTI OS System Manager's Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted).
Syntax
- C++
- void OnSkillGroupStatisticsUpdated (Arguments& args)
- COM
- void OnSkillGroupStatisticsUpdated (IArguments * args)
- VB
- skillgroup_ OnSkillGroupStatisticsUpdated (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
PeripheralID |
INT |
The Unified ICM PeripheralID of the ACD on which the agent resides. |
|
SkillGroupNumber |
INT |
The optional, user-defined number of the agent skill group as known to the peripheral. May contain the special value NULL_SKILL_GROUP when not available. |
|
SkillGroupID |
INT |
The system-assigned identifier of the skill group. May contain the special value NULL_SKILL_GROUP when not available. |
The statistics event also contains all the statistics fields listed in Table 1 in a nested Arguments array named STATISTICS.
OnSkillInfoEvent
Provides information about a particular skill group. This event is sent to any client that has enabled skill group statistics.
Syntax
- C++
- void OnSkillInfoEvent(Arguments& args)
- COM
- void OnSkillInfoEvent(IArguments * args)
- VB
- skillgroup_OnSkillInfoEvent(ByVal args As CtiosCLIENTLib.IArguments)
Parameters
- args
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
SkillGroupNumber |
INT |
Skill group number. |
|
SkillGroupName |
STRING |
Skill group name associated with the skill group number above. |
IButtonEnablementEvents
This interface allows a client application to receive events that indicate what buttons you can enable on the user interface, given the current agent and current call states.
OnButtonEnablementChange
The OnButtonEnablementChange event is received by a client in agent mode whenever CIL receives an agent or call event that carries the EnablementMask field in its parameters. This event allows the client application to enable or disable elements on the user interface. The fields in the event are the same as in OnButtonEnablementChange.
- C++
- void OnButtonEnablementChange (Arguments& args)
- COM
- void OnButtonEnablementChange (IArguments * args)
- VB
- session_ OnButtonEnablementChange (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
- args
-
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
EnablementMask |
INT |
Contains the bit-mask that specifies what buttons can be enabled or disabled when this call is the current call. For more information, see the table below. |
|
UniqueObjectID |
STRING |
ID of the object (for example, agent, call) that the event is meant for. |
|
MessageID |
INT |
The event that triggered the button enablement change. |
Note | The following table represents the C++/COM/VB enumerations. Enumerations for Java are in the description of CtiOs_Enums.ButtonEnablement in the Javadoc. Reference bits by the enumeration rather than the actual number in the bit mask. |
|
Button |
Bit Mask |
|---|---|
|
DISABLE_ALL |
0x00400000 |
|
ENABLE_ANSWER |
0X00000001 |
|
ENABLE_RELEASE |
0X00000002 |
|
ENABLE_HOLD |
0X00000004 |
|
ENABLE_RETRIEVE |
0X00000008 |
|
ENABLE_MAKECALL |
0X00000010 |
|
ENABLE_TRANSFER_INIT |
0X00000020 |
|
ENABLE_TRANSFER_COMPLETE |
0X00000040 |
|
ENABLE_SINGLE_STEP_TRANSFER |
0X00000080 |
|
ENABLE_CONFERENCE_INIT |
0X00000100 |
|
ENABLE_CONFERENCE_COMPLETE |
0X00000200 |
|
ENABLE_SINGLE_STEP_ CONFERENCE |
0X00000400 |
|
ENABLE_ALTERNATE |
0X00000800 |
|
ENABLE_RECONNECT |
0X00001000 |
|
ENABLE_WRAPUP |
0X00002000 |
|
ENABLE_INSIDE_MAKECALL |
0X00004000 |
|
ENABLE_OUTSIDE_MAKECALL |
0X00008000 |
|
ENABLE_SUPERVISOR_ASSIST |
0X00010000 |
|
ENABLE_EMERGENCY_CALL |
0X00020000 |
|
ENABLE_BAD_LINE_CALL |
0X00040000 |
|
ENABLE_STATISTICS |
0X00080000 |
|
ENABLE_CHAT |
0X00100000 |
|
ENABLE_RECORD |
0X00200000 |
|
ENABLE_LOGIN |
0X01000000 |
|
ENABLE_LOGOUT |
0X02000000 |
|
ENABLE_LOGOUT_WITH_REASON |
0x04000000 |
|
ENABLE_READY |
0X08000000 |
|
ENABLE_NOTREADY |
0X10000000 |
|
ENABLE_NOTREADY_WITH_ REASON |
0X20000000 |
|
ENABLE_WORKREADY |
0X40000000 |
|
ENABLE_WORKNOTREADY |
0x80000000 |
|
DISABLE_READY |
0xF7FFFFFF |
|
DISABLE_NOTREADY |
0xCFFFFFFF |
|
DISABLE_WORKREADY |
0xBFFFFFFF |
|
Supervisor Button Enablement Masks |
|
|
ENABLE_SET_AGENT_LOGOUT |
0x00000001 |
|
ENABLE_SET_AGENT_READY |
0x00000002 |
|
ENABLE_SILENTMONITOR |
0x00000004 |
|
ENABLE_BARGE_IN |
0x00000004 |
|
ENABLE_INTERCEPT |
0x00000008 |
|
ENABLE_CLEAR |
0x00000010 |
|
ENABLE_START_SILENTMONITOR |
0x00000020 |
|
ENABLE_STOP_SILENTMONITOR |
0x00000040 |
|
DISABLE_SET_AGENT_LOGOUT |
0xFFFFFFFE |
|
DISABLE_SET_AGENT_READY |
0xFFFFFFFD |
|
DISABLE_SILENTMONITOR |
0xFFFFFFFB |
|
DISABLE_BARGE_IN |
0xFFFFFFFB |
|
DISABLE_INTERCEPT |
0xFFFFFFF7 |
|
DISABLE_CLEAR |
0xFFFFFFEF |
|
DISABLE_START_SILENTMONITOR |
0xFFFFFFDF |
|
DISABLE_STOP_SILENTMONITOR |
0xFFFFFFBF |
|
DISABLE_SUPERVISE_CALL |
DISABLE_BARGE_IN & DISABLE_INTERCEPT & DISABLE_CLEAR & DISABLE_SILENTMONITOR & DISABLE_START_SILENTMONITOR & DISABLE_STOP_SILENTMONITOR |
|
DISABLE_SET_AGENT_STATE |
DISABLE_SET_AGENT_ LOGOUT, DISABLE_SET_ AGENT_READY |
|
DISABLE_ALL_AGENT_SELECT |
DISABLE_BARGE_IN & DISABLE_INTERCEPT & DISABLE_CLEAR & DISABLE_SILENTMONITOR & DISABLE_START_SILENTMONITOR & DISABLE_STOP_SILENTMONITOR |
OnSupervisorButtonChange
A client in agent mode working as supervisor receives the OnSupervisorButtonChange event whenever CIL receives a Monitored Agent, Monitored call event that carries the SupervisorBtnEnablementMask field in its parameters. This event allows the client application to enable or disable elements on the user interface. The fields in the event are the same as in OnButtonEnablementChange.
- C++
- void OnSupervisorButtonChange (Arguments& args)
- COM
- void OnSupervisorButtonChange (IArguments * args)
- VB
- session_ OnSupervisorButtonChange (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
- args
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
SupervisorBtn EnablementMask |
INT |
Contains the bit-mask that specifies what buttons can be enabled or disabled when this call is the current call. For more information, see Table 2. |
Remarks
IMonitoredAgentEvents Interface
Note | The events in this section are supported for use with Unified CCE only. |
This interface fires Agent events to a supervisor for his team members. IMonitoredAgentEvents are triggered by the supervisor sending a StartMonitoringAllAgentTeams request (for more information, see Agent Object). For more information about the event parameters, see the IAgentEvents interface.
The most common event handled is the OnMonitoredAgentStateChange event, which informs a supervisor of agent state changes of agents in the supervisor's team. All the parameters are the same as the regular OnAgentStateChange events, except for an additional keyword called CTIOS_MONITORED, which indicates that this event is for a monitored agent.
List of Monitored Agent events:
OnMonitoredAgentStateChange([in] IArguments *pIArguments);
OnMonitoredAgentInfoEvent([in] IArguments *pIArguments);
IMonitoredCallEvents Interface
Note | The events in this section are supported with Unified CCE only. |
This interface fires Call events to a supervisor for one of his agent team members. When the supervisor sends a StartMonitoringAgent request (for more information, see Agent Object), the supervisor starts receiving MonitoredCallEvents for this "currently" monitored agent. Monitored call events are received until the supervisor sends a StopMonitoringAgent request for this agent.
The IMonitoredCallEvents interface includes OnMonitoredCallBegin, OnMonitoredCallEnd, and OnMonitoredCallDataUpdate as well as other call events (see list below). These events are described in detail for the ICallEventsInterface. The only difference is that the Arguments array contains an additional keyword call CTIOS_MONITORED, indicating that this event is for a monitored call.
List of Monitored Call events:
OnMonitoredCallBegin([in] IArguments *pIArguments);
OnMonitoredCallEnd([in] IArguments *pIArguments);
OnMonitoredCallDataUpdate([in] IArguments *pIArguments);
OnMonitoredCallDelivered([in] IArguments *pIArguments);
OnMonitoredCallEstablished([in] IArguments *pIArguments);
OnMonitoredCallHeld([in] IArguments *pIArguments);
OnMonitoredCallRetrieved([in] IArguments *pIArguments);
OnMonitoredCallCleared([in] IArguments *pIArguments);
OnMonitoredCallConnectionCleared([in] IArguments *pIArguments);
MonitoredCallReachedNetworkEvent([in] IArguments *pIArguments);
OnMonitoredCallOriginated([in] IArguments *pIArguments);
OnMonitoredCallFailed([in] IArguments *pIArguments);
OnMonitoredCallTransferred([in] IArguments *pIArguments);
OnMonitoredCallConferenced([in] IArguments *pIArguments);
OnMonitoredCallDiverted([in] IArguments *pIArguments);
OnMonitoredTranslationRoute([in] IArguments *pIArguments);
OnMonitoredCallAgentPrecallEvent([in] IArguments *pIArguments);
OnMonitoredCallAgentPrecallAbortEvent([in] IArguments *pIArguments);
MonitoredCallServiceInitiatedEvent([in] IArguments *pIArguments);
MonitoredCallQueuedEvent([in] IArguments *pIArguments);
MonitoredCallDequeuedEvent([in] IArguments *pIArguments);
ISilentMonitorEvents
The silent monitor manager object fires events on the ISilentMonitorEvents interface. The following events are published to subscribers of the ISilentMonitorEvents interface.
Note | The events in this section are supported with Unified CCE only. |
Note | The following events apply only to CTI OS based silent monitor unless noted otherwise. |
- OnCallRTPStarted
- OnCallRTPStopped
- OnStartSilentMonitorConf
- OnSilentMonitorStartedEvent
- OnSilentMonitorStartRequestedEvent
- OnSilentMonitorSessionDisconnected
- OnSilentMonitorStopRequestedEvent
- OnSilentMonitorStatusReportEvent
- OnStopSilentMonitorConf
- OnRTPStreamTimedoutEvent
OnCallRTPStarted
The OnCallRTPStarted event indicates that an RTP media stream has started. This event accompanies the Call object in an Unified CCE environment.
Syntax
- C++
- void OnCallRTPStarted(Arguments& args)
- COM
- void OnCallRTPStarted (IArguments * args)
- VB
- session_OnCallRTPStarted (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
MonitorID |
UINT |
The Monitor ID of the device or call 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). |
|
PeripheralID |
UINT |
The Unified ICM PeripheralID of the ACD where the device is located. |
|
ClientPort |
UINT |
The TCP/IP port number of the CTI Client connection. |
|
Direction |
USHORT |
The direction of the event. One of the following values: 0: Input; 1: Output; 2: Bi-directional. |
|
RTPType |
USHORT |
The type of the event. One of the following values: 0: Audio; 1: Video; 2: Data. |
|
BitRate |
UINT |
The media bit rate, used for g.723 payload only. |
|
EchoCancellation |
USHORT |
on/off. |
|
PacketSize |
UINT |
In milliseconds. |
|
PayloadType |
USHORT |
The audio codec type. |
|
ConnectionDevice IDType |
USHORT |
Indicates the type of the connection identifier supplied in the ConnectionDeviceID floating field. |
|
ConnectionCallID |
UINT |
The Call ID value assigned to this call by the peripheral or Unified ICM. |
|
Connection DeviceID |
STRING |
The identifier of the connection between the call and the device. |
|
ClientAddress |
STRING |
The IP address of the phone. |
|
AgentID (optional) |
STRING |
The agent's ACD login ID. |
|
AgentExtension (optional) |
STRING |
The agent's ACD teleset extension. |
|
AgentInstrument (optional) |
STRING |
The agent's ACD instrument number. |
OnCallRTPStopped
The OnCallRTPStopped event indicates that an RTP media has stopped. This event accompanies the Call object in an Unified CCE environment.
Syntax
- C++
- void OnCallRTPStopped(Arguments& args)
- COM
- void OnCallRTPStopped (IArguments * args)
- VB
- session_OnCallRTPStopped (ByVal args As CtiosCLIENTLib.IArguments)
Parameters
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
MonitorID |
UINT |
The Monitor ID of the device or call 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). |
|
PeripheralID |
UINT |
The Unified ICM PeripheralID of the ACD where the device is located. |
|
ClientPort |
UINT |
The TCP/IP port number of the CTI Client connection. |
|
Direction |
USHORT |
The direction of the event. One of the following values: 0: Input; 1: Output; 2: Bi-directional. |
|
RTPType |
USHORT |
The type of the event. One of the following values: 0: Audio; 1: Video; 2: Data. |
|
BitRate |
UINT |
The media bit rate, used for g.723 payload only. |
|
EchoCancellation |
USHORT |
on/off. |
|
PacketSize |
UINT |
In milliseconds. |
|
PayloadType |
USHORT |
The audio codec type. |
|
ConnectionDevice IDType |
USHORT |
Indicates the type of the connection identifier supplied in the ConnectionDeviceID floating field. |
|
ConnectionCallID |
UINT |
The Call ID value assigned to this call by the peripheral or Unified ICM. |
|
Connection DeviceID |
STRING |
The identifier of the connection between the call and the device. |
|
ClientAddress |
STRING |
The IP address of the phone. |
|
AgentID (optional) |
STRING |
The agent's ACD login ID. |
|
AgentExtension (optional) |
STRING |
The agent's ACD teleset extension. |
|
AgentInstrument (optional) |
STRING |
The agent's ACD instrument number. |
OnStartSilentMonitorConf
The OnStartSilentMonitorConf event is sent to the monitoring application to indicate that the CTI OS server has processed a StartSilentMonitorRequest.
Syntax
- C++
- void OnStartSilentMonitorConf (Arguments & args);
- COM
- HRESULT OnStartSilentMonitorConf ([in] Arguments* args);
- VB
- Session_ OnStartSilentMonitorConf (ByVal args as CTIOSCLIENTLIB.IArguments)
Parameters
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
MonitoredUniqueObjectID |
STRING |
Unique Object ID of the object being monitored. |
|
AgentID |
STRING |
Agent ID of the agent to be monitored. This message contains either AgentID or DeviceID, but not both. |
|
DeviceID |
STRING |
Device ID of the agent to be monitored. This message contains either AgentID or DeviceID, but not both. |
|
PeripheralID |
INT |
The Unified ICM PeripheralID of the ACD where the silent monitor start was requested. |
|
MonitoringIPAddress |
STRING |
TCP/IP address of the monitoring application. |
|
MonitoringIPPort |
INT |
TCP/IP port of the monitoring application. |
|
SMSessionKey |
UNSIGNED SHORT |
Unique identifier for the Silent Monitor Session. |
|
HeartbeatInterval |
INT |
Heartbeat interval for the silent monitor session. |
|
HeartbeatTimeout |
INT |
Timeout for no activity. |
|
OriginatingServerID |
STRING |
TCP/IP Address:Port of the CTI OS server from which the request originated. |
|
OriginatingClientID |
STRING |
Client Identification of the monitoring application. |
OnSilentMonitorStartedEvent
For CTI OS Based Silent Monitor
The OnSilentMonitorStartedEvent event is fired to the subscriber to indicate that a silent monitor session has started on its behalf and that audio transmission to the monitoring client has started.
Syntax
- C++
- void OnSilentMonitorStartedEvent(Arguments & args);
- COM
- HRESULT OnSilentMonitorStartedEvent([in] Arguments* args);
- VB
- Session_ OnSilentMonitorStartedEvent(ByVal args as CTIOSCLIENTLIB.IArguments)
Parameters
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
MonitoredUniqueObjectID |
STRING |
Unique Object ID of the object being monitored. |
|
AgentID |
STRING |
Agent ID of the agent to be monitored. This message contains either AgentID or DeviceID, but not both. |
|
DeviceID |
STRING |
Device ID of the agent to be monitored. This message contains either AgentID or DeviceID, but not both. |
|
PeripheralID |
INT |
The Unified ICM PeripheralID of the ACD where silent monitoring started. |
|
MonitoringIPAddress |
STRING |
TCP/IP address of the monitoring application. |
|
MonitoringIPPort |
INT |
TCP/IP port of the monitoring application. |
|
SMSessionKey |
UNSIGNED SHORT |
Unique identifier for the Silent Monitor Session. |
|
HeartbeatInterval |
INT |
Heartbeat interval for the silent monitor session. |
|
HeartbeatTimeout |
INT |
Timeout for no activity. |
|
OriginatingServerID |
STRING |
TCP/IP Address: Port of the CTI OS server from which the request originated. |
|
OriginatingClientID |
STRING |
Client Identification of the monitoring application. |
For CCM-Based Silent Monitor
When you configure CCM based silent monitor, this event tells the monitored application, for example an agent desktop, that it is being monitored. This event, in addition to call events for the silent monitor call, tells the monitoring application, for example a supervisor desktop, that silent monitor of the agent has begun.
Note | At failover, the desktop can receive multiple OnSilentMonitorStartedEvents. |
Syntax
- C++
- void OnSilentMonitorStartedEvent(Arguments & args);
- COM
- HRESULT OnSilentMonitorStartedEvent([in] Arguments* args);
- VB
- Session_ OnSilentMonitorStartedEvent(ByVal args as CTIOSCLIENTLIB.IArguments)
Parameters
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
SilentMonitorInitiatingAgentUID |
STRING |
Unique object ID of the agent that initiated silent monitor. |
|
SilentMonitorInitiatingDeviceID |
STRING |
ID of the device that initiated silent monitor. |
|
SilentMonitorTargetAgentUID |
STRING |
Unique object ID of the silently monitored agent. |
|
SilentMonitorTargetDeviceID |
STRING |
ID of the silently monitored device. |
|
SilentMonitorCallUID |
STRING |
Unique object ID of the silent monitor call. |
OnSilentMonitorStartRequestedEvent
The OnSilentMonitorStartRequestedEvent event is fired to the subscriber to indicate that a silent monitor session request has arrived and that it will be established on its behalf if the DoDefaultMessageHandling parameter is set to True. The default behavior is to start sending audio and establish the session automatically. If the subscriber wishes to process the event by itself, they must set the DoDefaultMessageHandling parameter to False and invoke AcceptSilentMonitoring when it is ready to start the session and call ReportSMSessionStatus to the monitoring client.
CTI OS server generates this event whenever a remote application calls the StartSilentMonitorRequest method.
Syntax
- C++
- void OnSilentMonitorStartRequestedEvent(Arguments & args);
- COM
- HRESULT OnSilentMonitorStartRequestedEvent([in] Arguments* args);
- VB
- Session_ OnSilentMonitorStartRequestedEvent(ByVal args as CTIOSCLIENTLIB.IArguments)
Parameters
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
MonitoredUniqueObjectID |
STRING |
Unique Object ID of the object being monitored. |
|
AgentID |
STRING |
Agent ID of the agent to be monitored. This message contains either AgentID or DeviceID, but not both. |
|
DeviceID |
STRING |
Device ID of the agent to be monitored. This message contains either AgentID or DeviceID, but not both. |
|
PeripheralID |
INT |
The Unified ICM PeripheralID of the ACD where the silent monitor start was requested. |
|
MonitoringIPAddress |
STRING |
TCP/IP address of the monitoring application. |
|
MonitoringIPPort |
INT |
TCP/IP port of the monitoring application. |
|
SMSessionKey |
UNSIGNED SHORT |
Unique identifier for the Silent Monitor Session. |
|
HeartbeatInterval |
INT |
Heartbeat interval for the silent monitor session. |
|
HeartbeatTimeout |
INT |
Timeout for no activity. |
|
OriginatingServerID |
STRING |
TCP/IP Address: Port of the CTI OS server from which the request originated. |
|
OriginatingClientID |
STRING |
Client Identification of the monitoring application. |
|
DoDefaultMessage Handling |
BOOLEAN |
When this parameter is set to True, it instructs the SilentMonitorManager to immediately start sending audio and establish the silent monitor session. If this parameter is set to False, it instructs the SilentMonitorManager to not send voice and to not establish the silent monitor session. In this case, it is the responsibility of the subscriber to report this status accordingly. |
OnSilentMonitorSessionDisconnected
The OnSilentMonitorSessionDisconnected event is sent to the application to report errors if the connection fails between the monitoring and monitored clients.
Syntax
- C++
- void OnSilentMonitorSessionDisconnected (Arguments & args);
- COM
- HRESULT OnSilentMonitorSessionDisconnected ([in] Arguments* args);
- VB
- Session_ OnSilentMonitorSessionDisconnected (ByVal args as CTIOSCLIENTLIB.IArguments)
Parameters
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
MonitoredUniqueObjectID |
STRING |
Unique Object ID of the object being monitored. |
|
SMSessionKey |
UNSIGNED SHORT |
Unique identifier for the Silent Monitor Session. |
|
StatusCode |
SHORT |
One of the ISilentMonitorEvent status codes in Table 2. |
OnSilentMonitorStopRequestedEvent
For CTI OS Based Silent Monitor
The OnSilentMonitorStopRequestedEvent event is fired to the subscriber to indicate that a silent monitor session was stopped on their behalf. CTI OS server generates this event whenever a remote application calls the StopSilentMonitorRequest method.
Syntax
- C++
- void OnSilentMonitorStopRequestedEvent(Arguments & args);
- COM
- HRESULT OnSilentMonitorStopRequestedEvent([in] Arguments* args);
- VB
- Session_ OnSilentMonitorStopRequestedEvent(ByVal args as CTIOSCLIENTLIB.IArguments)
Parameters
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
MonitoredUniqueObjectID |
STRING |
Unique Object ID of the object being monitored. |
|
AgentID |
STRING |
Agent ID of the agent to be monitored. This message contains either AgentID or DeviceID, but not both. |
|
DeviceID |
STRING |
Device ID of the agent to be monitored. This message contains either AgentID or DeviceID, but not both. |
|
PeripheralID |
INT |
The Unified ICM PeripheralID of the ACD where silent monitoring has stopped. |
|
MonitoringIPAddress |
STRING |
TCP/IP address of the monitoring application. |
|
SMSessionKey |
UNSIGNED SHORT |
Unique identifier for the Silent Monitor Session. |
|
OriginatingServerID |
STRING |
TCP/IP Address:Port of the CTI OS server from which the request originated. |
|
OriginatingClientID |
STRING |
Client Identification of the monitoring application. |
For CCM-Based Silent Monitor
When CCM based silent monitor is configured this event tells the monitored application, for example an agent desktop, that it is no longer being monitored. This event in addition to call events for the silent monitor call tells the monitoring application, for example a supervisor desktop, that silent monitor of the agent has ended.
If an error occurs, the Disposition field is set to the error returned in OnControlFailure.
Syntax
- C++
- void OnSilentMonitorStopRequestedEvent(Arguments & args);
- COM
- HRESULT OnSilentMonitorStopRequestedEvent([in] Arguments* args);
- VB
- Session_ OnSilentMonitorStopRequestedEvent(ByVal args as CTIOSCLIENTLIB.IArguments)
Parameters
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
SilentMonitorInitiatingAgentUID |
STRING |
Unique object ID of the agent that initiated silent monitor. |
|
SilentMonitorInitiatingDeviceID |
STRING |
ID of the device that initiated silent monitor. |
|
SilentMonitorTargetAgentUID |
STRING |
Unique object ID of the silently monitored agent. |
|
SilentMonitorTargetDeviceID |
STRING |
ID of the silently monitored device. |
|
SilentMonitorCallUID |
STRING |
Unique object ID of the silent monitor call. |
|
SilentMonitorCallDisposition |
unsigned int |
If the silent monitor session failed, the event cause carried by the call failed event is stored here. If the silent monitor session was either terminated by the supervisor or the agent's call ended, this field is set to 0. |
OnSilentMonitorStatusReportEvent
The OnSilentMonitorStatusReportEvent event indicates a change in status of a silent monitor session. This event is sent only to the monitoring application.
Syntax
- C++
- void OnSilentMonitorStatusReportEvent (Arguments & args);
- COM
- HRESULT OnSilentMonitorStatusReportEvent ([in] Arguments* args);
- VB
- Session_ OnSilentMonitorStatusReportEvent (ByVal args as CTIOSCLIENTLIB.IArguments)
Parameters
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
MonitoredUniqueObjectID |
STRING |
Unique Object ID of the object being monitored. |
|
SMSessionKey |
UNSIGNED SHORT |
Unique identifier for the Silent Monitor Session. |
|
StatusCode |
SHORT |
One of the ISilentMonitorEvent status codes in Table 2. |
|
OriginatingServerID |
STRING |
TCP/IP Address:Port of the CTI OS server from which the request originated. |
|
OriginatingClientID |
STRING |
Client Identification of the monitoring application. |
|
TargetCILClientID |
STRING |
CIL Client ID of the monitoring application. |
|
enum Value |
Numeric Value (Hex) |
|---|---|
|
General Codes |
|
|
eSMStatusUnknown |
-1 |
|
eSMStatusOK |
0 |
|
eSMStatusFailed |
0x00000001 |
|
eSMStatusComError |
0x00000002 |
|
eSMStatusMonitorStarted |
0x00000003 |
|
eSMStatusMonitorStopped |
0x00000004 |
|
eSMStatusHeartbeatTimeout |
0x00000005 |
|
eSMStatusOutOfMemory |
0x00000006 |
|
eSMStatusPortUnavailable |
0x00000007 |
|
eSMStatusIncorrectStateForThisAction |
0x00000008 |
|
eSMStatusResourceError |
0x00000009 |
|
eSMStatusRejectedBadParameter |
0x0000000A |
|
eSMStatusWinsockError |
0x0000000B |
|
eSMStatusMediaTerminationNotPresent |
0x0000000C |
|
eSMStatusIPPhoneInformatioNotAvailable |
0x0000000D |
|
eSMStatusMissingParameter |
0x0000000E |
|
eSMStatusSessionNotFound |
0x0000000F |
|
eSMStatusSessionAlreadyExists |
0x00000010 |
|
eSMStatusDisconnected |
0x00000011 |
|
eSMStatusInvalidStateForAction |
0x00000012 |
|
eSMStatusInProgress |
0x00000013 |
|
eSMStatusMaxSessionsExceeded |
0x00000014 |
|
eSMStatusCCMSilentMonitor |
0x00000015 |
|
Silent Monitor Session Codes |
|
|
eSMStatusSessionTerminatedAbnormally |
0x10000000 |
|
eSMStatusRejectedAlreadyInSession |
0x10000001 |
|
eSMStatusRejectedWinPcapNotPresent |
0x10000002 |
|
eSMStatusWinPcapError |
0x10000003 |
|
eSMStatusMediaUnknownCodec |
0x10000004 |
|
eSMStatusIncorrectSessionMode |
0x10000005 |
|
eSMStatusPeerSilentMonitorNotEnabled |
0x10000006 |
|
eSMStatusSilentMonitorNotEnabled |
0x10000007 |
|
eSMStatusNoResponseFromPeer |
0x10000008 |
|
eSMStatusPeerLoggedOut |
0x10000009 |
|
eSMStatusSessionTerminatedByMonitoredClient |
0x1000000A |
|
eSMStatusSessionTerminatedByMonitoringClient |
0x1000000B |
|
eSMStatusNoRTPPacketsReceivedFormIPPhone |
0x1000000C |
|
eSMStatusSessionConnectionToDelegateLost |
0x1000000D |
|
eSMStatusMTError |
0x20000000 |
|
Voice Capture-Specific Codes |
|
|
eSMStatusWPNoPacketsReceived |
0x30000000 |
|
eSMStatusWPFailedToOpenDevice |
0x30000001 |
|
eSMStatusWPFailedToSetFilterExp |
0x30000002 |
|
eSMStatusWPErrorInFilterExp |
0x30000003 |
OnStopSilentMonitorConf
This OnStopSilentMonitorConf event is sent to the monitoring application to indicate that the CTI OS server has processed a StopSilentMonitorRequest.
Syntax
- C++
- void OnStopSilentMonitorConf (Arguments & args);
- COM
- HRESULT OnStopSilentMonitorConf ([in] Arguments* args);
- VB
- Session_ OnStopSilentMonitorConf (ByVal args as CTIOSCLIENTLIB.IArguments)
Parameters
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
MonitoredUniqueObjectID |
STRING |
Unique Object ID of the object being monitored. |
|
AgentID |
STRING |
Agent ID of the agent to be monitored. This message contains either AgentID or DeviceID, but not both. |
|
DeviceID |
STRING |
Device ID of the agent to be monitored. This message contains either AgentID or DeviceID, but not both. |
|
PeripheralID |
INT |
The Unified ICM PeripheralID of the ACD where the silent monitor start was requested. |
|
MonitoringIPAddress |
STRING |
TCP/IP address of the monitoring application. |
|
MonitoringIPPort |
INT |
TCP/IP port of the monitoring application. |
|
SMSessionKey |
UNSIGNED SHORT |
Unique identifier for the Silent Monitor Session. |
|
HeartbeatInterval |
INT |
Heartbeat interval for the silent monitor session. |
|
HeartbeatTimeout |
INT |
Timeout for no activity. |
|
OriginatingServerID |
STRING |
TCP/IP Address:Port of the CTI OS server from which the request originated. |
|
OriginatingClientID |
STRING |
Client Identification of the monitoring application. |
|
Keyword |
Type |
Description |
|
MonitoredUniqueObjectID |
STRING |
Unique Object ID of the object being monitored. |
|
AgentID |
STRING |
Agent ID of the agent who was monitored. This message contains either AgentID or DeviceID, but not both. |
|
DeviceID |
STRING |
Device ID of the agent who was monitored. This message contains either AgentID or DeviceID, but not both. |
|
PeripheralID |
INT |
The Unified ICM PeripheralID of the ACD where silent monitoring has stopped. |
|
MonitoringIPAddress |
STRING |
TCP/IP address of the monitoring application. |
|
SMSessionKey |
UNSIGNED SHORT |
Unique identifier for the Silent Monitor Session. |
|
OriginatingServerID |
STRING |
TCP/IP Address:Port of the CTI OS server from which the request originated. |
|
OriginatingClientID |
STRING |
Client Identification of the monitoring application. |
OnRTPStreamTimedoutEvent
The OnRTPStreamTimedoutEvent event is sent to the monitored application to report that no RTP voice packets were received from the monitored IP Phone.
Syntax
- C++
- void OnRTPStreamTimedoutEvent (Arguments & args);
- COM
- HRESULT OnRTPStreamTimedoutEvent ([in] Arguments* args);
- VB
- Session_ OnRTPStreamTimedoutEvent (ByVal args as CTIOSCLIENTLIB.IArguments)
Parameters
Arguments array containing the following fields.
|
Keyword |
Type |
Description |
|---|---|---|
|
MonitoredUniqueObjectID |
STRING |
Unique Object ID of the object being monitored. |
|
SMSessionKey |
UNSIGNED SHORT |
Unique identifier for the Silent Monitor Session. |
|
StatusCode |
SHORT |
One of the ISilentMonitorEvent status codes in Table 2. |
IGenericEvents Interface
The IGenericEvents interface receives Generic events. Unlike other interfaces that have a callback method for each event, the IGenericEvents interface has one method that passes the CtiOs_Enums.EventID code and the Arguments for the event.
OnEvent
Passes the eventID code and arguments for generic events received by the IGenericEvents interface.
Syntax
- Java
- void OnEvent(int iEventID, Arguments rArgs
- .NET
- void OnEvent(int iEventID, Cisco.CtiOs.Cil.EventPublisher.EventPublisherEventArgs args)
Java Adapter Classes
The CTI OS Java CIL contains the same adapter classes as the C++ CIL plus the LogEventsAdapter class. This class provides the default implementation for the message handlers in ILogEvents.
This section lists the methods available in the CTI OS Java CIL for event subscription and unsubscription.
IAllInOne
The following methods subscribe and unsubscribe the CTI OS Session Object for the IAllInOne interface:
Methods
IAgentEvents
The following methods subscribe and unsubscribe the CTI OS Session Object for the IAgentEventsinterface:
Methods
IButtonEnablementEvents
The following methods subscribe and unsubscribe the CTI OS Session Object for the IButtonEnablementEvents interface:
Methods
ICallEvents
The following methods subscribe and unsubscribe the CTI OS Session Object for the ICallEvents interface:
Methods
ISkillGroupEvents
The following methods subscribe and unsubscribe the CTI OS Session Object for the ISkillGrouEvents interface:
Methods
Events in Java CIL
To subscribe for events in the Java CIL, use the AddEventListener method. This method has the following syntax:
int AddEventListener(IGenericEvents Listener, int iListID)
where Listener is the IGenericEvents object that subscribes for events and iListID is the ID of the subscriber list to add this listener to. Java subscriber list IDs are part of the CtiOs_Enums.SubscriberList interface; each C++/COM/VB event interface has a corresponding Java subscriber list (for example, C++/COM/VB ISessionEvents corresponds to Java eSessionList). For more information about the CtiOs_Enums.SubscriberList interface, see the Javadoc file.
The IGenericEvents interface, though it contains the C++/COM/VB events documented in this chapter, does not have a callback method for each event. Instead, the OnEvent method passes the event ID code and arguments for each event. The OnEvent method has the following syntax:
void OnEvent(int iEventID, Arguments rArgs)
where iEventID is the event ID code for the event and rArgs is the arguments for the event. The arguments for each Java event are the same as for the corresponding C++/COM/VB event. For more information about the IGenericEvents interface, see the Javadoc file.
To unsubscribe for events in the Java CIL, use the RemoveEventListener method. This method has the following syntax:
int RemoveEventListener(IGenericEvents Listener, int iListID)
where Listener is the IGenericEvents object that is unsubscribing for events and iListID is the ID of the subscriber list to remove this listener from.
Events in .NET CIL
To subscribe for events in the .NET CIL, use the AddEventListener method. This method has the following syntax:
CilError AddEventListener(IGenericEvents Listener, int iListID)
where Listener is the IGenericEvents object that subscribes for events and iListID is the ID of the subscriber list to add this listener to. Subscriber list IDs for .NET are part of the CtiOs_Enums.SubscriberList interface; each C++/COM/VB event interface has a corresponding .NET subscriber list (for example, C++/COM/VB ISessionEvents corresponds to .NET eSessionList).
The IGenericEvents interface, though it contains the C++/COM/VB events documented in this chapter, does not have a callback method for each event. Instead, the OnEvent method passes the event ID code and arguments for each event. The OnEvent method has the following syntax:
void OnEvent(Object sender, Cisco.CtiOs.Cil.EventPublisher.EventPublisherEventArgs eventArgs)
where, sender is a null object and eventArgs contains the eventID and arguments for the event. The arguments for each .NET event are the same as for the corresponding C++/COM/VB event.
The EventPublisherEventArgs class is a data type that defines the information passed to receivers of the event. This information includes the event ID and an Arguments array containing the arguments for the event. Therefore, event handling code must extract the event arguments from the EventPublisherEventArgs object as shown in the following sample code snippet, which uses the .NET CIL:
Arguments args = eventArgs.rArgs;EventID receivedEvent = (EventID) eventArgs.iEventID;
switch(receivedEvent)
{
case EventID.eQueryAgentStatisticsConf:
ProcessQueryConf(args);
break;
...
}
To unsubscribe for events in the .NET CIL, use the RemoveEventListener method.
This method has the following syntax:
CilError RemoveEventListener(IGenericEvents Listener, int iListID)
where Listener is the IGenericEvents object that is unsubscribing for events and iListID is the ID of the subscriber list from which to remove this listener.
Event Parameters
Amount of Nonessential Call Object Parameters
The MinimizeEventArgs registry value controls the amount of nonessential Call object parameters that are sent to the client. When MinimizeEventArgs is set to 1, a minimal set of nonessential Call object parameters are sent to the CTI OS Client. When the MinimizeEventArgs registry value is set to 0, the CTI OS server sends to CTI OS Clients the event parameters listed in Table 6-90.
The MinimizeEventArgs value is located under the following registry key:
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\Ctios\<Customer-Instancename>\CTIOS1\Server\CallObject|
Event Name |
Parameters |
|---|---|
|
eCallRetrievedEvent |
CTIOS_RETRIEVINGDEVICEID CTIOS_RETRIEVINGDEVICEIDFULL CTIOS_ENABLEMENTMASK CTIOS_ICMENTERPRISEUNIQUEID CTIOS_UNIQUEOBJECTID CTIOS_DEVICEUNIQUEOBJECTID CTIOS_CALLSTATUS* CTIOS_FILTERTARGET** |
|
eCallHeldEvent |
CTIOS_HOLDINGDEVICEID CTIOS_HOLDINGDEVICEIDFULL CTIOS_ENABLEMENTMASK CTIOS_ICMENTERPRISEUNIQUEID CTIOS_UNIQUEOBJECTID CTIOS_DEVICEUNIQUEOBJECTID CTIOS_FILTERTARGET** CTIOS_CALLSTATUS* |
|
eCallConnectionClearedEvent |
CTIOS_RELEASINGDEVICEID CTIOS_RELEASINGDEVICEIDFULL CTIOS_ENABLEMENTMASK CTIOS_ICMENTERPRISEUNIQUEID CTIOS_UNIQUEOBJECTID CTIOS_DEVICEUNIQUEOBJECTID CTIOS_FILTERTARGET** CTIOS_CALLSTATUS* |
|
eCallTransferredEvent |
CTIOS_PRIMARYCALLID CTIOS_SECONDARYCALLID CTIOS_TRANSFERRINGDEVICEID CTIOS_TRANSFERRINGDEVICEIDFULL CTIOS_TRANSFERREDDEVICEID CTIOS_TRANSFERREDDEVICEIDFULL CTIOS_NUMPARTIES ConnectedParty[PartyNumber] CTIOS_ISTRANSFERCONTROLLER GenerateCallDataUpdateArgs()*** CTIOS_ENABLEMENTMASK CTIOS_ICMENTERPRISEUNIQUEID CTIOS_UNIQUEOBJECTID CTIOS_DEVICEUNIQUEOBJECTID CTIOS_FILTERTARGET** CTIOS_CALLSTATUS* |
|
eCallConferencedEvent |
CTIOS_PRIMARYCALLID CTIOS_SECONDARYCALLID CTIOS_CONTROLLERDEVICEID CTIOS_CONTROLLERDEVICEIDFULL CTIOS_ADDEDPARTYDEVICEID CTIOS_ADDEDPARTYDEVICEIDFULL CTIOS_PRIMARYDEVICEID CTIOS_PRIMARYDEVICEIDFULL CTIOS_SECONDARYDEVICEID CTIOS_SECONDARYDEVICEIDFULL CTIOS_NUMPARTIES ConnectedParty[PartyNumber] GenerateCallDataUpdateArgs()*** CTIOS_ENABLEMENTMASK CTIOS_ICMENTERPRISEUNIQUEID CTIOS_UNIQUEOBJECTID CTIOS_DEVICEUNIQUEOBJECTID CTIOS_FILTERTARGET** CTIOS_CALLSTATUS* |
|
eCallBeginEvent, eCallDataUpdateEvent |
GenerateCallDataUpdateArgs()*** CTIOS_DEVICEID CTIOS_DIVERTINGDEVICEID CTIOS_DIVERTINGDEVICEIDFULL CTIOS_ENABLEMENTMASK CTIOS_ICMENTERPRISEUNIQUEID CTIOS_UNIQUEOBJECTID CTIOS_DEVICEUNIQUEOBJECTID CTIOS_FILTERTARGET** CTIOS_CALLSTATUS* |
|
eCallDivertedEvent |
GenerateCallDataUpdateArgs()*** CTIOS_DIVERTINGDEVICEID CTIOS_DIVERTINGDEVICEIDFULL CTIOS_ENABLEMENTMASK CTIOS_ICMENTERPRISEUNIQUEID CTIOS_UNIQUEOBJECTID CTIOS_DEVICEUNIQUEOBJECTID CTIOS_FILTERTARGET** CTIOS_CALLSTATUS* |
|
eSnapshotCallConf |
Includes all the parameters except for: CTIOS_ICMENTERPRISEUNIQUEID CTIOS_CALLCONNECTIONCALLID CTIOS_CALLCONNECTIONDEVICEIDTYPE CTIOS_CALLCONNECTIONDEVICEID CTIOS_CALLDEVICECONNECTIONSTATE CTIOS_CALLDEVICETYPE |
|
eCallEstablishedEvent |
CTIOS_ANSWERINGDEVICEID CTIOS_ANSWERINGDEVICEIDFULL CTIOS_CALLINGDEVICEID CTIOS_CALLINGDEVICEIDFULL CTIOS_CALLEDDEVICEID CTIOS_CALLEDDEVICEIDFULL CTIOS_SKILLGROUPID CTIOS_SKILLGROUPNUMBER CTIOS_SKILLGROUPPRIORITY CTIOS_SERVICEID CTIOS_SERVICENUMBER CTIOS_LINETYPE CTIOS_MEASUREDCALLQTIME CTIOS_CAMPAIGNID CTIOS_QUERYRULEID CTIOS_ENABLEMENTMASK CTIOS_ICMENTERPRISEUNIQUEID CTIOS_UNIQUEOBJECTID CTIOS_DEVICEUNIQUEOBJECTID CTIOS_FILTERTARGET** CTIOS_CALLSTATUS* |
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eCallDeliveredEvent |
CTIOS_ALERTINGDEVICEID CTIOS_ALERTINGDEVICEIDFULL CTIOS_CALLINGDEVICEID CTIOS_CALLEDDEVICEID CTIOS_CALLINGDEVICEIDFULL CTIOS_CALLEDDEVICEIDFULL CTIOS_SKILLGROUPID CTIOS_SKILLGROUPNUMBER CTIOS_SKILLGROUPPRIORITY CTIOS_SERVICEID CTIOS_SERVICENUMBER CTIOS_LINETYPE CTIOS_MEASUREDCALLQTIME CTIOS_CAMPAIGNID CTIOS_QUERYRULEID CTIOS_ENABLEMENTMASK CTIOS_ICMENTERPRISEUNIQUEID CTIOS_UNIQUEOBJECTID CTIOS_DEVICEUNIQUEOBJECTID CTIOS_FILTERTARGET** CTIOS_CALLSTATUS* |
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eCallServiceInitiatedEvent, eCallOriginatedEvent, eCallQueuedEvent, eCallDequeuedEvent |
CTIOS_CALLINGDEVICEIDFULL CTIOS_CALLEDDEVICEIDFULL CTIOS_CALLINGDEVICEID CTIOS_CALLEDDEVICEID CTIOS_SKILLGROUPID CTIOS_SKILLGROUPNUMBER CTIOS_SKILLGROUPPRIORITY CTIOS_SERVICEID CTIOS_SERVICENUMBER CTIOS_LINETYPE CTIOS_MEASUREDCALLQTIME CTIOS_CAMPAIGNID CTIOS_QUERYRULEID CTIOS_ENABLEMENTMASK CTIOS_ICMENTERPRISEUNIQUEID CTIOS_UNIQUEOBJECTID CTIOS_DEVICEUNIQUEOBJECTID CTIOS_FILTERTARGET** CTIOS_CALLSTATUS* |
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eControlFailureConf |
CTIOS_PERIPHERALERRORCODE CTIOS_ERRORMESSAGE CTIOS_FAILURECODE CTIOS_ENABLEMENTMASK CTIOS_ICMENTERPRISEUNIQUEID CTIOS_UNIQUEOBJECTID CTIOS_DEVICEUNIQUEOBJECTID CTIOS_FILTERTARGET** CTIOS_CALLSTATUS* |
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eFailureConf, eFailureEvent, eCallFailedEvent |
CTIOS_ERRORMESSAGE CTIOS_FAILURECODE CTIOS_ENABLEMENTMASK CTIOS_ICMENTERPRISEUNIQUEID CTIOS_UNIQUEOBJECTID CTIOS_DEVICEUNIQUEOBJECTID CTIOS_FILTERTARGET** CTIOS_CALLSTATUS* |
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eCallEndEvent |
CTIOS_DEVICEID CTIOS_ENABLEMENTMASK CTIOS_ICMENTERPRISEUNIQUEID CTIOS_UNIQUEOBJECTID CTIOS_DEVICEUNIQUEOBJECTID CTIOS_FILTERTARGET** CTIOS_CALLSTATUS* |
* If the eCallFailedEvent notification is received, the CTIOS_CALLSTATUS parameter is not added to any more events for the call ID specified in the eCallFailedEvent.
** If there is an agent on the device, then CTIOS_FILTERTARGET is added to all events listed in table 6-90.
*** The GenerateCallDataUpdateArgs() method adds the following parameters to the event:
CTIOS_PERIPHERALID, CTIOS_PERIPHERALTYPE, CTIOS_CALLTYPE, CTIOS_UNIQUEOBJECTID, CTIOS_ROUTERCALLKEYDAY, CTIOS_ROUTERCALLKEYCALLID, CTIOS_CONNECTIONCALLID, CTIOS_ANI, CTIOS_USERTOUSERINFO, CTIOS_DNIS, CTIOS_DIALEDNUMBER, CTIOS_CALLERENTEREDDIGITS, CTIOS_SERVICENUMBER, CTIOS_SERVICEID, CTIOS_SKILLGROUPNUMBER, CTIOS_SKILLGROUPPRIORITY, CTIOS_CALLWRAPUPDATA, CTIOS_CAMPAIGNID, CTIOS_QUERYRULEID, CTIOS_CALLVARIABLE1, CTIOS_CALLVARIABLE2, CTIOS_CALLVARIABLE3, CTIOS_CALLVARIABLE4, CTIOS_CALLVARIABLE5, CTIOS_CALLVARIABLE6, CTIOS_CALLVARIABLE7, CTIOS_CALLVARIABLE8, CTIOS_CALLVARIABLE9, CTIOS_CALLVARIABLE10, CTIOS_CUSTOMERPHONENUMBER, CTIOS_CUSTOMERACCOUNTNUMBER, CTIOS_NUMNAMEDVARIABLES, CTIOS_NUMNAMEDARRAYS, CTIOS_ECC, CTIOS_CTICLIENTS