Call Events

Any telephony device can generate a call. Unified CCX, however, knows only the call that is associated with a Unified CCX route point, a Unified CCX CTI port, and a Unified CCX agent phone device into which an agent is logged.

A call connection is the connection between both a caller and a receiver. If a conference call is made, then there are more than two people connected at the same time. Each phone that is part of the call makes up the connection.

Call events are generated by actions relating to calls and are done on the caller's or callee's telephony devices. For example, when a phone rings, a call delivered event is generated. Every action of the caller and callee can also generate a call event. For example the caller or callee can put a call on hold or transfer the call.

Unified CCX generates call events only for the telephony devices that it monitors. Unified CCX normally monitors triggers and agent devices into which agents are logged. In general, if a call contains a monitored device, call events that are relevant to that monitored device are generated.

Unified CCX does not control telephony devices directly. Currently Unified CCX supports two call control products: Cisco Unified Communications Manager and Cisco Unified Communications Manager Express. The procedure to enable an agent device to be monitored depends on these call control products. On Unified CCM, CTI capability must be enabled on agent devices and lines. Please refer to the Unified CCX documentation for details.

Note

Unified CME is not supported from Unified CCX 9.0 and later.

Call events are unsolicited messages. A Unified CCX client can select what call events to receive by setting appropriate masks in the OPEN_REQ message. In general, a bridge-mode client receives call events related to all monitored devices while an agent-mode client can receive call events only related to calls that include the agent device.

The order of all call events is not guaranteed. However the CTI client can expect an order for some events. For example, the CALL_DELIVERED event is always before the CALL_ESTABLISHED event.