Hello Cisco Team,
In our CTI application we need to listen to every connection change—establishment, hold/unhold, transfer, conference, or disconnect—and always obtain:
The agent’s extension
The customer’s phone number
We want a single, unified approach that ignores any IVR or queue parties. Specifically, for events such as:
…we simply need to know which address belongs to the agent and which to the customer, regardless of transfer or conference scenarios.
Our current logic splits into many special cases and often misidentifies parties during transfers or multiparty conferences. Could you please share Cisco’s recommended best practices or JTAPI methods (for example, using getConnections(), checking getCallControlCause(), leveraging getTransferController(), etc.) to simplify this and guarantee correct identification of agent and customer on every event?
Thank you!
