Two Client Modes for Connecting with Unified CCX

Unified CCX provides support for two different ways of connecting to clients:

bridge mode (that is, all events mode)

A bridge mode client receives all agent-state and call events for all logged in agents in the system.

A bridge mode client receives all unsolicited messages and response messages that the client invoked by request messages. The client does not receive response messages invoked by other clients.

agent mode (that is, client mode)

An agent-mode client represents an agent’s connection and receives only events that apply to the agent represented by the connection.

An agent mode client receives unsolicited messages that may affect the agent. For example, if an agent device is in a conference call, call events generated by any device in this conference call may be received by this client. In addition, the client receives all response messages that are a result of request messages that the client sent.

You set the mode in the OPEN_REQ message through specifying a mask:

• The CTI_SERVICE_ALL_EVENTS (0x00000010) selection in the Service Masque specifies the client is in bridge mode.

• The CTI_SERVICE_CLIENT_EVENTS (0x00000001) selection in the Service Masque specifies the client is in agent mode. A client connected in the agent mode uses the bit "CTI_SERVICE_CLIENT_EVENTS" in the Service Mask.

These two bits in the mask are mutually exclusive, which means that a client can either be connected in bridge mode or in agent mode.