Express CTI FAQ

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    1. How do I check if agents are ready or not ready in the queue?
    2.       
    3. Does UCCX CTI Protocol Bridge Mode client application work on UCCE and PCCE?
    4.       
    5. While getting Queue Event using Cisco CTI Server client, how to indentify the which queue it belongs? Is there any parameter to identify the exact queue or skill from the CALL_QUEUED_EVENT.
    6.       
    7. Want to upgrade from UCCX v7 Enhanced to UCCX v7 Premium. Will this have any effects on our socket based integration we have with their CTI?
    8.       
    9. We are using a CRM which implements peripheral monitor CTI application and uses CTI protocol version 10. I can see that the client is receiving the ECC data in the logs however I cannot see the same in the CTI server logs. What is the trace level I have to set in order to see that information in the server logs? Currently I have the below key set to F8: 1software\Cisco Systems, Inc.\ICM\\CG1A\EMS\CurrentVersion\ 2 Library\Processes\ctisvr
    10.       
    11. Does CTI Server Protocol (GED-188) provide agent team config req or conf messages?
    12.       
    13. Where can I find documentation about GED188 media/task messages such as MEDIA_LOGIN_REQ?
    14.       
    15. Can Precision Queues be queried in the same way Skill Groups can? Can the QUERY_SKILL_GROUP_STATISTICS_REQ message be used for this purpose?
    16.       
    17. Are there any CTI events sent over GED188 for calls in precision queue? I would expect events CALL_QUEUED_EVENT to occur when a call arrives in a precision queue and something like CALL_DIVERTED_EVENT when it leaves the queue for an agent.
    18.       
    19. Is it possible to know in which IP Phone one user is logged in through Extension Mobility? Which message should we use?
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    QHow do I check if agents are ready or not ready in the queue?

      

    AListen to the CONFIG_AGENT_EVENT event. This event contains the AgentLoginId and CSQID identification.

      

    QDoes UCCX CTI Protocol Bridge Mode client application work on UCCE and PCCE?

      

    AUCCE CTI server is following GED 188 protocol where Communication between the CTI client and the CTI Server is accomplished by the exchange of messages.

      

    QWhile getting Queue Event using Cisco CTI Server client, how to indentify the which queue it belongs? Is there any parameter to identify the exact queue or skill from the CALL_QUEUED_EVENT.

      

    AThe CALL_QUEUED_EVENT is associated with a Service in ICM.  The event contains the ServiceID The Unified ICM ServiceID of the service that the call is attributed to.

      

    QWant to upgrade from UCCX v7 Enhanced to UCCX v7 Premium. Will this have any effects on our socket based integration we have with their CTI?

      

    AAn upgrade from UCCX Enhanced to Premium will not affect the UCCX CTI protocol.

      

    QWe are using a CRM which implements peripheral monitor CTI application and uses CTI protocol version 10. I can see that the client is receiving the ECC data in the logs however I cannot see the same in the CTI server logs. What is the trace level I have to set in order to see that information in the server logs? Currently I have the below key set to F8: 1software\Cisco Systems, Inc.\ICM\\CG1A\EMS\CurrentVersion\ 2 Library\Processes\ctisvr

      

    AYou should be seeing the ecc variables in the CTI Server trace when using trace mask F8.

      

    QDoes CTI Server Protocol (GED-188) provide agent team config req or conf messages?

      

    ACTI Server Protocol (GED-188) does not provide agent team config req or conf messages.  They are reserved but not used.

      

    QWhere can I find documentation about GED188 media/task messages such as MEDIA_LOGIN_REQ?

      

    AGED-188 does not contain MR (Media Routing) messages.  MR and ARM are closed protocols and not published to partners or customers.

      

    QCan Precision Queues be queried in the same way Skill Groups can? Can the QUERY_SKILL_GROUP_STATISTICS_REQ message be used for this purpose?

      

    AYes this is possible this is what Finesse does it will receive statistics for precision queues.

      

    QAre there any CTI events sent over GED188 for calls in precision queue? I would expect events CALL_QUEUED_EVENT to occur when a call arrives in a precision queue and something like CALL_DIVERTED_EVENT when it leaves the queue for an agent.

      

    AWithin CCE, for any calls coming under Precision Queue will be treated as a normal call like traditional skill group queuing/routing till CTI server. After CTI server, OPC comes into picture and Internally from the PG perspective , the PQ differentiation starts from OPC level and the routing mechanism for precision queues is handled within the router component. So as CTI server events are based on GED 188 protocols , the CTI events will remain be same like other call queuing and has to be handled with CALL_QUEUED_EVENT ( Call Placed in the queue ) and CALL_DEQUEUED_EVENT ( CAll Removed from Queue ) only.

      

    QIs it possible to know in which IP Phone one user is logged in through Extension Mobility? Which message should we use?

      

    AThere is a setting, "Remember the Last User Logged In". This should allow you to record the IP Phone id.