| Layer | CTI |
| Direction | From CallGem |
| Type of Service | CG |
| Interface ID | CT |
| Message Purpose | This message asks the CTI layer either to disconnect a party from a call or to disconnect all parties from a call session. |
| Example | CD\TDdefault\CNCustCare\AN2\TI20\AE42 |
| Explanation | CallGem is asking the telephony layer to disconnect the agent with identifier number 2 on the CustCare campaign, from trunk number 20, extension number 42. |
| Notes |
It might be more usual for the switch and CallGem to refer to agent extension
identifiers, but as this message shows, there is no reason why the switch should not
use agent identification numbers, where these are known to it, and there is also a
one to one mapping between them and trunk IDs. This message is not required if the
telephony layer, rather than CallGem, is handling the interface with the switch.
In the absence of an agent to put a connect through to, CallGem will abandon a call in accordance with the setting of the Abandoned Call Delay (DE) parameter in the Overdial Tuning [OT] message. |
| Parameters | ||||||
|---|---|---|---|---|---|---|
| Code | Name | Type | Mandatory? | Min Val | Max Val | Description |
| AE | AgentExtensionIdentifier | string | false | 1 | 120 | The extension number being dropped from the call. This is only specified if the AN parameter is also present. |
| AN | AgentIdentifier | string | false | 1 | 80 | The agent being dropped from the call. If this parameter is omitted, the telephony layer should interpret as drop any and all connections associated with this call session, and tear down the session. |
| CN | CampaignName | string | true | 1 | 80 | User defined parameter values may include any characters except / \ : * ? " < > | & % + ! ' ; |
| DA | DropAbandoned | boolean | false | 0 | 0 | Passed to the telephony layer to indicate that the call is being disconnected on account of call abandonment. This exists in order to provide legacy interfaces with the means to differentiate between a disconnect and an abandon. |
| EX | ExternalAddress | string | false | 1 | 80 | The address the CTI layer is being asked to transfer the session to as an alternative method of call disconnection. This address is not validated. |
| PM | PlayMessage | string | false | 1 | 80 |
This parameter is alphanumeric and may contain parameter data which is a symbolic
name relating to the sound fragement. The symbolic name is validated against what
is in the Name Space Editor in Name Spaces\_config\Sound Resources.
The parameter data may be omitted. In the case where the data is omitted the sound played will be the default 'call completion' sound referenced in the Name Space. |
| RQ | Requeue | boolean | false | 0 | 0 | Passed to the telephony layer if the call is to be requeued. This parameter is only valid if the AN parameter is also specified. In the event of a requeue, CallGem will send further messages to indicate queue timeout and hold music as appropriate. |
| SI | SessionIdentifier | string | false | 1 | 120 | Session Identifier parameter |
| TD | TenantDescriptor | string | false | 1 | 80 | This parameter is alphanumeric and identifies to which tenant this message applies. |
| YA | AgentUniqueId | string | false | 20 | 50 | From V10.7.596 - The UUID reference for the agent. This can be used as an alternate form of reference for the agent in place of the AN parameter. |
| YS | SessionUUID | string | false | 20 | 50 | From V10.7.596 - Each media session has a universally unique identifier assigned on creation. The UUID can be used by telephony layer messaging as an alternative unique form of reference to the SI parameter. |