Vendor-Specific CTI Profile Settings
X‑Platform currently supports the following third-party CTI service providers.
Avaya Application Enablement Services (AES)
Features Supported
Feature |
|---|
Attached data support |
Busy reason codes |
Cold transfer |
Conference |
Consult |
Handshake transfer |
Inbound calls |
Internal calls |
Login to CTI from phone |
Operations from phone reflected in X‑Platform |
Outbound calls |
Toggle Call |
Warm transfer |
Profile Fields Supported
CTI Key Name | Description |
|---|---|
CTIAgentStatusDuringCallSetBySwitch | Specifies whether the agent status during a call is set by the switch, and thus should not be set by X‑Platform application. |
CTIAllowTransferFromConsult | Specify whether to support transferring a call from a consultation. The transfer is the default transfer type. |
CTIApplicationSetACW | Specify whether X‑Platform should handle changing the agent status to After Call Work (ACW). |
CTICallAutoAnswer | Specify whether X‑Platform should automatically answer calls. |
CTIChangeToManualOnCTIOperationFailure | Specify whether X‑Platform should change to manual mode upon the failure of a CTI operation. When set to false, X‑Platform attempts to continue working despite the failure. NoteIn production, it is recommended to set the value of this parameter to false. |
CTIDefaultNotReadyReasonCode | The default Not Ready Reason code (CTI Aux code). This default code value is sent to the CTI system in situations where the agent’s call handling status must be updated to Not Ready (Busy), however, the status update request has no Not Ready Reason code assigned to it. |
CTIDefaultTransferType | Specify the default transfer type to use when clicking the Transfer button in X‑Platform. Possible values are cold, handshake or warm. |
CTIEnableSoftReturnButton | |
CTIEventTimeout | |
CTINotificationAutoCloseDelay | |
CTIReportAllEventsToClient | When true, specifies that every CTI event that reaches the X‑Platform CTI is also forwarded to an external application. |
CTISwitchAgentStatusOnLogin | Specifies the default agent status upon login. Possible values are ready or notready. |
CTISwitchAllowsHoldInInternalCalls | Specify whether the switch allows holding a direct-dial (internal) call. The Hold/Off Hold button behaves accordingly. |
CTISwitchAutoAnswer | Specify whether the switch is configured to automatically answer calls. |
CTISwitchReportsAgentEvents | Specify whether the switch reports agent events to the X‑Platform CTI. |
CTISwitchSendsRepeatedAgentStatusEvents | Specify whether the switch sends repeated agent status events. |
CTITransferTypesList | A comma-separated list of the transfer types supported by the CTI provider and switch in use. Possible combination of handshake, warm and cold. |