Call-Control (Client-Control) Messages

The call-control messages are from client applications requesting changes to agent states or establishing, answering, controlling, or terminating calls on behalf of a specified agent phone number, or manipulating the telephone features associated with an agent’s IP phone.

These messages evoke a message response from Unified CCX. Consequently the messages are paired request/response messages. A request message for the desired control action is sent, and the outcome of the request is indicated by the type of response message that is received. Depending on the specifics of the request, as much as 10 or 15 seconds might elapse before the response message is returned. A successfully executed request is indicated by the corresponding control-action confirmation message, while an unsuccessful request is indicated by a CONTROL_FAILURE_CONF message.

This section includes the following message definitions: