EMERGENCY_CALL_REQ
When an agent needs to declare an emergency situation to their supervisor, an agent may send a EMERGENCY_CALL_REQ message to the CTI server to notify the agent's team supervisor.
Once an available supervisor is found, a call with calltype EMERGENCY_ASSIST is initiated and a EMERGENCY_CALL_CONF is sent to the requesting client. If no supervisor can be found a FAILURE_CONF response is returned to the requesting client.
The EMERGENCY_CALL_REQ message, defined in the following tables, allows a client to notify the client agent's supervisor that assistance with the indicated call is required.
|
Fixed part Field name |
Value |
Data type |
Byte size |
|---|---|---|---|
| InvokeID |
A unique ID generated by the CTI client for each request message. This ID is returned in the corresponding confirmation message. |
UINT |
4 |
| PeripheralID |
The PeripheralID of the ACD where the call activity occurred. |
UINT |
4 |
| ConnectionCallID |
The Call ID value of the call that the agent needs assistance with. Can contain the special value 0xffffffff if there is no related call. |
UINT |
4 |
| ConnectionDeviceIDType |
The type of device ID supplied in the ConnectionDeviceID floating field. See ConnectionDeviceType Values. |
USHORT |
2 |
|
Floating part Field name |
Value |
Data type |
Maximum size |
|---|---|---|---|
|
ConnectionDeviceID[25] (required) |
The identifier of the connection between the call and the agent's device. |
STRING |
64 |
|
AgentID[194] |
The agent’s Unified CCX login. |
STRING |
129 |
|
AgentInstrument[6] |
The agent IP phone number. |
STRING |
64 |