Call-Event Message Summary Descriptions

Call-event messages are unsolicited messages generated by the CTI server when a call event occurs and go only from the server to its clients to inform them of the event.

There are no request or confirmation messages associated with unsolicited messages and the content of most of the call-event messages is event specific.

This table lists the Unified CCX CTI protocol call-event messages. For each message definition, see Message Type Definitions

Call-Event Messages

Message

Cause of Message and Purpose

BEGIN_CALL_EVENT

Every call can be announced to the client with an unsolicited BEGIN_CALL_EVENT message, informing the client that it has just been associated with a new call and providing the initial call context data. Additional call and agent state events are then sent to the client as the call is handled. Finally, an END_CALL_EVENT message is sent to the client when its association with a call is dissolved.

END_CALL_EVENT

An END_CALL_EVENT message is generated when the association between a call and the Unified CCX client is dissolved and no further call-event messages for the call are sent to this client.

Note	While this message informs the client that a call has been completely removed from Unified CCX, the message does not necessarily indicate that the subject call has been terminated. For example, the Cisco Unified Communications Manager might have forwarded the call to another call center.

CALL_DATA_UPDATE_EVENT

Changes to the call context data generate a CALL_DATA_UPDATE_EVENT to the client that contains only the items that have changed.

Each call has a set of data (call context data) associated with it. This data could be caller-entered digits or data in a call variable or a call context variable.

CALL_DELIVERED_EVENT

The arrival of a call at a monitored device on the server generates a CALL_DELIVERED_EVENT message to the client. The call is delivered when the phone rings.

CALL_ESTABLISHED_EVENT

The answering of a call at a device on the server creates a new call connection and generates a CALL_ESTABLISHED_EVENT message to the client.

CALL_HELD_EVENT

Placing a call on hold generates a CALL_HELD_EVENT message to the client.

CALL_RETRIEVED_EVENT

Resuming a call previously placed on hold generates a CALL_RETRIEVED_EVENT message to the client.

CALL_CLEARED_EVENT

A CALL_CLEARED_EVENT message is sent to the client when a call is terminated, normally when the last device disconnects from a call.

CALL_CONNECTION_CLEARED_EVENT

When a party drops from a call, a CALL_CONNECTION_CLEARED_EVENT message can be sent to the client.

CALL_ORIGINATED_EVENT

The initiation of a call from the server at any monitored device generates a CALL_ORIGINATED_EVENT to the client.

CALL_FAILED_EVENT

A CALL_FAILED_EVENT message is usually sent to the client when a call cannot be completed.

CALL_CONFERENCED_EVENT

The joining of calls into a conference call generates a CALL_CONFERENCED_EVENT to the client.

CALL_TRANSFERRED_EVENT

The moving of a call from one device to another can generate a CALL_DIVERTED_EVENT to the client.

CALL_DIVERTED_EVENT

The transfer of a call to another destination causes a CALL_TRANSFERRED_EVENT message.

CALL_SERVICE_INITIATED_EVENT

The initiation of telecommunications service ("dial tone") at a device generates a CALL_SERVICE_INITIATED_EVENT to the client.

CALL_QUEUED_EVENT

The placing of a call in a queue pending the availability of some resource generates a CALL_QUEUED_EVENT message to the client.

CALL_DEQUEUED_EVENT

The explicit removal of a call from a queue generates a CALL_DEQUEUED_EVENT message to the client.

RTP_STARTED_EVENT (OPTIONAL)

The RTP_STARTED_EVENT message indicates that an RTP (Real-Time Protocol) media stream (voice) has been started.

Since there are two media streams for audio media, there are also two RTP Started events, one indicating the input has started (that is, the phone is listening) and the other that the output has started (that is, the outgoing media from the agent phone has begun).

Depending on the Unified CCX configuration, Unified CCX may or may not send this messages. For example, Cisco Unified Communications Manager sends this message, but Cisco Unified Communications Manager Express does not send the message.

RTP_STOPPED_EVENT (OPTIONAL)

The RTP_STOPPED_EVENT message indicates that an RTP media has been stopped.

Since there are two media streams for audio media, there are also two RTP Stopped events, one indicating the input has stopped (that is, the phone is not listening) and the other that the output has stopped (that is, the outgoing media from the agent phone has stopped).