I'm working on an ACD center application that drives displays. When using the CTI message server with UCCE, are there any events sent before a call is assigned to an agent? Such as when a call is assigned to or leaves a skill group or precision queue? Or perhaps when a call enters UCCE? From the documentation, it appears that for UCCE there may be no events for a call other than those associated with a particular ACD agent. Does it make a difference whether I receive all events or start monitors? I do have prior experience monitoring ACD systems which use CSTA III.
Thanks for any help.
yes, there are call variables that you can set and access with data for you to use in your solution. Is this what you are looking for?