Message Classification

The Unified CCX CTI Protocol messages can be classified in different ways:

• As Solicited (initiated by the client) or Unsolicited (initiated by Unified CCX).

  • Solicited Messages: Messages that the client initiates and for which the client expects a response (called a confirmation message) from Unified CCX.

  • Unsolicited Messages: Messages sent by Unified CCX that the client does not initiate and that do not require a confirmation.

  A bridge mode client can receive all unsolicited messages. In addition to unsolicited messages, a client receives confirmation (solicited) messages only for the requests it makes. A bridge mode client does not receive confirmation messages for other clients’ requests.

  A client’s request message triggers a solicited message response. In addition a client’s request message may also trigger an unsolicited message. For example, the client’s request could trigger an agent state event (an unsolicited message) as well as a confirmation message for the request (a solicited message).

• By function

  You can classify messages by function as:

  • Session Management Messages

    Messages for managing a session (for initializing, maintaining, and closing a session)

  • Configuration Messages

    Messages for sharing server configuration data (initial and updated) with the server’s clients.

  • Agent State Messages

    Messages that allow the client to control the agent state, such as, for example, login and logout.

  • Call Control Messages

    Messages that allow the client to control inbound and outbound calls.

  • Call Events Messages

    Messages that describe what is happening to a call; for example, call established and call begun. Also messages that update call data in call context variables while the call is active.

  • Miscellaneous Service and Query Status Messages

    Miscellaneous unsolicited event messages and solicited messages available to all clients. And, messages that query the status of an agent, a queue, or a device.