Primary.Actual Field Format

From Cisco Unified CCX 8.0(1) release onwards, Join Across Line (JAL) feature is supported. If an agent uses this feature while handling calls between an IPCC extension and non-ACD extension (non-IPCC extension), and the call on his non-ACD extension survives, then Unified CCX will treat this as a business call, which moved to secondary extension of the agent.

In this scenario, if a CTI client like CAD uses the Unified CCX CTI protocol version 14 for fetching call events, it will receive the call events in the new Primary.Actual field format. In this format, all connection device and subject device id fields in many of the Unified CCX CTI call events sent to the client will be changed to include the primary ICD extension concatenated with a "dot" and the actual extension used (for example, 1000.1001).