Message Protocol
The CTICommand servlet is used to invoke the CTI wrap-up functionality and the value of the Command parameter in this case is WrapUp.
The parameters shown in the following table are supported for the WrapUp command.
Parameter Name |
Required |
Type |
Description |
|---|---|---|---|
Agent Offer Time |
Yes |
Date/Time |
The time that the interaction is offered to an agent (also known as System Offer Time). Agent Offer Time is also used as a primary key for differentiating activity records with the same InteractionId. |
Command |
Yes |
LOV |
The value in this case is WrapUp. |
Interaction Id |
Yes |
String |
Part of the primary key of the activity, together with Agent Offer Time |