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. This message is optional. The initial call context is provided in the BEGIN_CALL_EVENT message.

Note

This event MUST be sent if Unified CCX changes the call ID with no other notifying events such as CALL_CONFERENCED_EVENT or CALL_TRANSFERRED_EVENT. One circumstance in Unified CCX where this can happen is when a non-ACD call is transferred through a route point into the ACD system. In the 1-2-1 transfer model, when the call is transferred, call 1 is the resultant call but is unknown to monitoring systems.

The CALL_DATA_UPDATE_EVENT message is defined in the following tables.

CALL_DATA_UPDATE_EVENT Fixed Part Message Body Format
Fixed part Field name	Value	Data type	Byte size
reserved	Set this value to 0.	UINT	4
reserved	Set this value to 1.	UINT	4
reserved	Set this value to 21.	USHORT	2
NumCTIClients	Set this value to 0. The number of clients associated with this call. This value also indicates the number of client signatures and timestamps that are present in the floating part of the message.	USHORT	2
NumNamedVariables	Set this value to 0. The number of NamedVariable floating fields present in the floating part of the message.	USHORT	2
NumNamedArrays	Set this value to 0. The number of NamedArray floating fields present in the floating part of the message.	USHORT	2
CallType	The general classification of the call type. See CallType Values.	USHORT	2
ConnectionDeviceType	Set this value to 0. The type of device ID supplied in the ConnectionDeviceID floating field. See ConnectionDeviceType Values.	USHORT	2
CallID	The Call ID value assigned to this call by Unified CCX.	UINT	4
NewConnectionDeviceType	The type of device ID supplied in the NewConnectionDeviceID floating field. See ConnectionDeviceType Values.	USHORT	2
NewCallID	The new Call ID value assigned to this call by Unified CCX.	UINT	4
CalledPartyDisposition	The disposition of the called party. See Disposition Values.	USHORT	2
CampaignID	The Campaign ID value. Set this field to zero if not used.	UINT	4
reserved	Set this value to zero.	UINT	4

CALL_DATA_UPDATE_EVENT Floating Part Message Body Format

Floating part

Field name

Value

Data type

Maximum size

ConnectionDeviceID_[25](required)

The previous ID of the call connection. In CTI Protocol Version 14, the general rules for the Primary.Actual Field Format will apply to this field.

STRING

NewConnectionDeviceID_[47](required)

The new ID of the call connection. In CTI Protocol Version 14, the general rules for the Primary.Actual Field Format will apply to this field.

STRING

ANI_[8](optional)

ANI (automatic Number Identification). The telephone number of the person making the call. In CTI Protocol Version 14, the general rules for the Primary.Actual Field Format will apply to this field.

STRING

CallerEnteredDigits_[12] (optional)

The digits entered by the caller in response to the IVR prompting.

STRING

CallVariable1_[13] (optional)

Call-related variable data.

STRING

CallVariable2_[14]. (optional)throughCallVariable9_[21] (optional)

…

CallVariable10_[22] (optional)

Call-related variable data.

STRING

CallWrapupData_[46] (optional)

Call-related wrapup data.

Note	This field is not supported for the CTI clients that connect with version 17 and above. The Wrap-Up Reason value would now be returned in the NamedArray field.

STRING

NamedVariable_[82] (optional)

Call-related variable data that has a variable name defined in the Unified CCX Editor. See NAMEDVARIABLE Data Format, for the format of this field.

NAMEDVAR

251

NamedArray_[83] (optional)

Call-related variable data that has an array variable name defined in the Unified CCX Editor. See NAMEDARRAY Data Format, for the format of this field.

Note	The Wrap-Up Reasons are returned in the NamedArray fields with the key name, CCWRAPUP for the CTI clients that connect with version 17 and above. The maximum size of the Wrap-Up Reason value can be 40. A maximum number of five (5) Wrap-Up Reasons are allowed.

NAMEDARRAY

252

CustomerPhoneNumber (optional)

Customer phone number.

STRING

CustomerAccountNumber_[96] (optional)

Customer Account Number.

STRING