SUPERVISOR_ASSIST_REQ
When an agent needs supervisor assistance, an agent can send a SUPERVISOR_ASSIST_REQ message to Unified CCX asking for assistance from a team supervisor.
Once an available supervisor is found, a call with calltype SUPERVISOR_ASSIST is initiated and a SUPERVISOR_ASSIST_CONF is sent to the requesting client. If no supervisor can be found a FAILURE_CONF response is returned to the requesting client.
The SUPERVISOR_ASSIST_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 |
|
reserved |
Set this value to 1. |
UINT |
4 |
|
CallID |
The Call ID value of the call with which the agent needs assistance. Can contain the special value 0xffffffff when there is no related call. |
UINT |
4 |
|
ConnectionDeviceType |
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 |
|
AgentExtension[4] |
The agent's IP phone extension. |
STRING |
16 |
|
AgentInstrument[6] (optional) |
The agent’s IP phone number |
STRING |
64 |
|
AgentID[194] (optional) |
The agent’s Unified CCX login. |
STRING |
129 |