Customer Interaction Services

Global

Members

active :boolean

True if agent is in a activate state, otherwise false

Type:
  • boolean

address :string

Team Member's address.

Type:
  • string

alias :string

Alias of the contact

Type:
  • string

attachments :Array.<object>

Array of attachments belonging to this Interaction Media

Type:
  • Array.<object>

capabilities :AvayaCustomerServices.Services.Agent.Capabilities

A defined list of all Agent Capabilities

Type:
  • AvayaCustomerServices.Services.Agent.Capabilities

capabilities :Object

Team Member's list of capabilities. Only available to supervisors.

Type:
  • Object
Since:
  • 3.2.2

channels :Array.<Object>

Team Member's list of channels. Only available to supervisors.

Type:
  • Array.<Object>

city :string

Returns the city

Type:
  • string

company :string

Returns the company

Type:
  • string

country :string

Returns the country

Type:
  • string

data :object

Generic object in which to store model data

Type:
  • object

data :object

Client session data

Type:
  • object

defaultProfileId :string

Default profile ID for user

Type:
  • string

deferredInteractions :Array.<Object>

Team Member's list of deferred interactions. Only available to supervisors.

Type:
  • Array.<Object>

department :string

Returns the department

Type:
  • string

disconnectedTime :string

Team Member's disconnection time.

Type:
  • string

displayName :string

Returns the display name of the contact

Type:
  • string

displayName :string

Team Member's display name

Type:
  • string

emailAddresses :Array

Type:
  • Array

firstName :string

Returns the first name of the contact

Type:
  • string

firstName :string

Team Member's first name

Type:
  • string

groups :Array.<String>

An array of group names that the team member belongs

Type:
  • Array.<String>
Since:
  • 3.4.0.0

id :string

A unique identifier for this model instance

Type:
  • string

id :string

Returns the unique ID of the contact

Type:
  • string

id :string

Team Member's ID

Type:
  • string

interactionId :string

Unique identifier for Interaction

Type:
  • string

interactions :Array.<Object>

Team Member's list of activate interactions. Only available to supervisors.

Type:
  • Array.<Object>

interactions :Array.<AvayaCustomerServices.Services.Work.Interaction>

Array of interactions belonging to this Work Request

Type:

isConnected :boolean

Team Member's connection state.

Type:
  • boolean

isFavorite :boolean

Returns the favorite flag

Type:
  • boolean

isMonitored :boolean

Team Member's monitored state.

Type:
  • boolean

isNew :boolean

Flag to indicate if model instance is new

Type:
  • boolean

isSelf :boolean

True if the Team Member is the current agent.

Type:
  • boolean

language :string

Returns the preferred locale of the contact (for example, 'en_US')

Type:
  • string

lastName :string

Returns the last name of the contact

Type:
  • string

lastName :string

Team Member's last name

Type:
  • string

location :string

Returns the location of the contact

Type:
  • string

manager :string

Returns the manager of the contact

Type:
  • string

messages :Array.<object>

Array of messages belonging to this Interaction Media

Type:
  • Array.<object>

notifications :Array.<object>

Array of notifications belonging to this Interaction Media

Type:
  • Array.<object>

participants :Array.<object>

Array of participants involved in Interaction

Type:
  • Array.<object>

phoneNumbers :Array

Type:
  • Array

postalCode :string

Returns the postal code of the contact

Type:
  • string

profiles :Array.<object>

List of profiles for user

Type:
  • Array.<object>

rank :number

Returns the rank of the contact.
This value may be used for sorting the contacts list.

Type:
  • number

resourceAddress :string

Team Member's display name

Type:
  • string

role :string

An agent's role. Can be "AGENT", "SUPERVISOR" or "ADMIN"

Type:
  • string

state :string

An agent's current state

Type:
  • string

state :string

Returns the state of the contact.

Type:
  • string

state :string

Team Member's current state.

Type:
  • string

stateReason :string

Team Member's current state reason (if in a not ready state).

Type:
  • string

states :AvayaCustomerServices.Services.Agent.States

A defined list of all Agent States that can be set

Type:
  • AvayaCustomerServices.Services.Agent.States

streetAddress :string

Returns the street address of the contact

Type:
  • string

type :string

Team Member's type. This is synonymous with Agent's role.

Type:
  • string

userHandle :string

Team Member's user handle.

Type:
  • string

workRequestId :string

Work Request ID for this interaction

Type:
  • string

workRoomNumber :string

Returns the work room number of the contact

Type:
  • string

Type Definitions

AgentActivateEvent

The event data that is passed back to onActivatedCallback

Type:
  • Object
Properties:
Name Type Description
id string

Agent's ID
handle string

Agent's Handle
role string

Agent's role e.g. ADMIN|SUPERVISOR|AGENT
firstName string

Agent's first name
lastName string

Agent's surname
displayName string

Name to display for Agent
mailboxNumber string

Agent's mailbox number
trunkAccessCode string

Agent's trunk access code
reasonCodes Array.<Object>

List of reason codes for this Agent
userProfilePreferences Array.<Object>

List of user profile preferences for Agent
userProfileAccountPreferences Array.<Object>

List of user profile account preferences for Agent
isActivated boolean

Flag to indicate if agent is activated
isReserveActive boolean

Flag to indicate if agent is a Reserve on any channel

AgentAfterContactWorkPendingStateEvent

The event that is fired when an agent's state has been changed to AFTER_CONTACT_WORK_PENDING

Type:
  • Object
Properties:
Name Type Description
resourceStates Object

Contains information for each resource that the agent has acquired
currentState string

Agent's current state
previousState string

Agent's last current state
capabilities Object

List of capabilities for this agent
isReserveActive boolean

Flag to indicate if agent is a Reserve on any channel
lastStateChangeTime string

Time of last state change
reasonCode string

Not ready reason code

AgentAfterContactWorkStateEvent

The event that is fired when an agent's state has been changed to AFTER_CONTACT_WORK

Type:
  • Object
Properties:
Name Type Description
resourceStates Object

Contains information for each resource that the agent has acquired
currentState string

Agent's current state
previousState string

Agent's last current state
capabilities Object

List of capabilities for this agent
isReserveActive boolean

Flag to indicate if agent is a Reserve on any channel
lastStateChangeTime string

Time of last state change
reasonCode string

Not ready reason code

AgentCompleteStateEvent

The event that is fired when an agent's state has been changed to COMPLETE

Type:
  • Object
Properties:
Name Type Description
resourceStates Object

Contains information for each resource that the agent has acquired
currentState string

Agent's current state
previousState string

Agent's last current state
capabilities Object

List of capabilities for this agent
isReserveActive boolean

Flag to indicate if agent is a Reserve on any channel
lastStateChangeTime string

Time of last state change

AgentDeactivateEvent

The event data that is passed back to onDeactivatedCallback

Type:
  • Object
Properties:
Name Type Description
isActivated boolean

Flag to indicate if agent is activated
reason string

Reason for agent being deactivated

AgentLoggedOutStateEvent

The event that is fired when an agent's state has been changed to LOGGED_OUT

Type:
  • Object
Properties:
Name Type Description
resourceStates Object

Contains information for each resource that the agent has acquired
currentState string

Agent's current state
previousState string

Agent's last current state
capabilities Object

List of capabilities for this agent
isReserveActive boolean

Flag to indicate if agent is a Reserve on any channel
lastStateChangeTime string

Time of last state change
reasonCode string

Log out reason code

AgentLoginPendingStateEvent

The event that is fired when an agent's state has been changed to LOGIN_PENDING

Type:
  • Object
Properties:
Name Type Description
resourceStates Object

Contains information for each resource that the agent has acquired
currentState string

Agent's current state
previousState string

Agent's last current state
capabilities Object

List of capabilities for this agent
isReserveActive boolean

Flag to indicate if agent is a Reserve on any channel
lastStateChangeTime string

Time of last state change

AgentLogoutPendingStateEvent

The event that is fired when an agent's state has been changed to LOGOUT_PENDING

Type:
  • Object
Properties:
Name Type Description
resourceStates Object

Contains information for each resource that the agent has acquired
currentState string

Agent's current state
previousState string

Agent's last current state
capabilities Object

List of capabilities for this agent
isReserveActive boolean

Flag to indicate if agent is a Reserve on any channel
lastStateChangeTime string

Time of last state change
reasonCode string

Log out reason code

AgentNotReadyPendingStateEvent

The event that is fired when an agent's state has been changed to NOT_READY_PENDING

Type:
  • Object
Properties:
Name Type Description
resourceStates Object

Contains information for each resource that the agent has acquired
currentState string

Agent's current state
previousState string

Agent's last current state
capabilities Object

List of capabilities for this agent
isReserveActive boolean

Flag to indicate if agent is a Reserve on any channel
lastStateChangeTime string

Time of last state change
reasonCode string

Not ready reason code

AgentNotReadyStateEvent

The event that is fired when an agent's state has been changed to NOT_READY

Type:
  • Object
Properties:
Name Type Description
resourceStates Object

Contains information for each resource that the agent has acquired
currentState string

Agent's current state
previousState string

Agent's last current state
capabilities Object

List of capabilities for this agent
isReserveActive boolean

Flag to indicate if agent is a Reserve on any channel
lastStateChangeTime string

Time of last state change
reasonCode string

Not ready reason code

AgentReadyStateEvent

The event that is fired when an agent's state has been changed to READY

Type:
  • Object
Properties:
Name Type Description
resourceStates Object

Contains information for each resource that the agent has acquired
currentState string

Agent's current state
previousState string

Agent's last current state
capabilities Object

List of capabilities for this agent
isReserveActive boolean

Flag to indicate if agent is a Reserve on any channel
lastStateChangeTime string

Time of last state change

AgentUnknownStateEvent

The event that is fired when an agent's state has been changed to UNKNOWN

Type:
  • Object
Properties:
Name Type Description
resourceStates Object

Contains information for each resource that the agent has acquired
currentState string

Agent's current state
previousState string

Agent's last current state
capabilities Object

List of capabilities for this agent
isReserveActive boolean

Flag to indicate if agent is a Reserve on any channel
lastStateChangeTime string

Time of last state change

CloseEvent

The event data that is passed back to onCloseCallback

Type:
  • Object
Properties:
Name Type Description
type string

Message type
code string

Server message code
message string

Description of the message
severity string

Severity of the message
scope string

Scope of the message

ConfigurationCreatedEvent

The event that is fired when a user configuration has been added

Type:
  • Object
Properties:
Name Type Description
settings Object

List of user configuration settings

ConfigurationDeletedEvent

The event that is fired when an user configuration has been removed

Type:
  • Object
Properties:
Name Type Description
settings Object

List of user configuration settings

ConfigurationUpdatedEvent

The event that is fired when an user configuration has been updated

Type:
  • Object
Properties:
Name Type Description
settings Object

List of user configuration settings

ErrorEvent

The event data that is passed back to onErrorCallback

Type:
  • Object
Properties:
Name Type Description
type string

Error type
code string

Server error code
message string

Description of the error
severity string

Severity of the error
scope string

Scope of the error

InteractionActiveEvent

The event data that is passed back to onInteractionActiveCallback

Type:
  • Object
Properties:
Name Type Description
id string

Unique identifier for Interaction
contactId string

Contact ID for Interaction
channel string

Resource channel type of Interaction
state string

Current state of Interaction
capabilities object

Contains list of interaction capabilities
workRequestId string

Work Request ID
originatingAddress string

Source address of Interaction
destinationAddress string

Destination address of Interaction
direction string

Is the call INCOMING or OUTGOING?
isCustomerInteraction boolean

Flag to indicate if interaction originated from customer
workCode string

Work Code for Interaction
dispositionCode string

Disposition Code for Interaction
participants Array.<Object>

Array of participant involved in Interaction
userToUserInfo string

Interaction data passed from one agent to another
isWebRtcCall boolean

Flag to indicate if interaction is a WebRTC call
isACWEnabled boolean

Flag to indicate if ACW is enabled
isACWExtended boolean

Flag to indicate if Interaction is in ACW extended state
isAutoAnswerEnabled boolean

Flag to indicate if Auto Answer is enabled for this Interaction
isNailUpCall boolean

Flag to indicate if interaction is a Nailup outbound call
autoAnswerTimerExpireDT Date

Datetime of when Auto Answer Timer expires
topic string

Interaction topic
topicId string

Interaction topic ID
establishedTime string

Timestamp of when Interaction was established
stateChangeTime string

Timestamp of when Interaction last changed state
acwEstablishedTime string

Timestamp of when Interaction initiated ACW
acwDuration string

Duration of ACW countdown
externalInteractionId string

External Provider's Interaction ID
interactionType string

Details of Interaction context
stateReason string

Reason for Interaction going into a particular state
isObserved boolean

Flag that indicates if interaction is being observed by supervisor
isTransferredToService boolean

Flag that indicates if interaction has being transferred to service
skill string

Skill associated with Interaction
skillId string

Skill ID associated with Interaction
intrinsics string

Intrinsics associated with Interaction

InteractionACWEvent

The event data that is passed back to onInteractionACWCallback

Type:
  • Object
Properties:
Name Type Description
id string

Unique identifier for Interaction
contactId string

Contact ID for Interaction
channel string

Resource channel type of Interaction
state string

Current state of Interaction
capabilities object

Contains list of interaction capabilities
workRequestId string

Work Request ID
originatingAddress string

Source address of Interaction
destinationAddress string

Destination address of Interaction
direction string

Is the call INCOMING or OUTGOING?
isCustomerInteraction boolean

Flag to indicate if interaction originated from customer
workCode string

Work Code for Interaction
dispositionCode string

Disposition Code for Interaction
participants Array.<Object>

Array of participant involved in Interaction
userToUserInfo string

Interaction data passed from one agent to another
isWebRtcCall boolean

Flag to indicate if interaction is a WebRTC call
isACWEnabled boolean

Flag to indicate if ACW is enabled
isACWExtended boolean

Flag to indicate if Interaction is in ACW extended state
isAutoAnswerEnabled boolean

Flag to indicate if Auto Answer is enabled for this Interaction
isNailUpCall boolean

Flag to indicate if interaction is a Nailup outbound call
autoAnswerTimerExpireDT Date

Datetime of when Auto Answer Timer expires
topic string

Interaction topic
topicId string

Interaction topic ID
establishedTime string

Timestamp of when Interaction was established
stateChangeTime string

Timestamp of when Interaction last changed state
acwEstablishedTime string

Timestamp of when Interaction initiated ACW
acwDuration string

Duration of ACW countdown
externalInteractionId string

External Provider's Interaction ID
interactionType string

Details of Interaction context
stateReason string

Reason for Interaction going into a particular state
isObserved boolean

Flag that indicates if interaction is being observed by supervisor
isTransferredToService boolean

Flag that indicates if interaction has being transferred to service
skill string

Skill associated with Interaction
skillId string

Skill ID associated with Interaction
intrinsics string

Intrinsics associated with Interaction

InteractionACWPendingEvent

The event data that is passed back to onInteractionACWPendingCallback

Type:
  • Object
Properties:
Name Type Description
id string

Unique identifier for Interaction
contactId string

Contact ID for Interaction
channel string

Resource channel type of Interaction
state string

Current state of Interaction
capabilities object

Contains list of interaction capabilities
workRequestId string

Work Request ID
originatingAddress string

Source address of Interaction
destinationAddress string

Destination address of Interaction
direction string

Is the call INCOMING or OUTGOING?
isCustomerInteraction boolean

Flag to indicate if interaction originated from customer
workCode string

Work Code for Interaction
dispositionCode string

Disposition Code for Interaction
participants Array.<Object>

Array of participant involved in Interaction
userToUserInfo string

Interaction data passed from one agent to another
isWebRtcCall boolean

Flag to indicate if interaction is a WebRTC call
isACWEnabled boolean

Flag to indicate if ACW is enabled
isACWExtended boolean

Flag to indicate if Interaction is in ACW extended state
isAutoAnswerEnabled boolean

Flag to indicate if Auto Answer is enabled for this Interaction
isNailUpCall boolean

Flag to indicate if interaction is a Nailup outbound call
autoAnswerTimerExpireDT Date

Datetime of when Auto Answer Timer expires
topic string

Interaction topic
topicId string

Interaction topic ID
establishedTime string

Timestamp of when Interaction was established
stateChangeTime string

Timestamp of when Interaction last changed state
acwEstablishedTime string

Timestamp of when Interaction initiated ACW
acwDuration string

Duration of ACW countdown
externalInteractionId string

External Provider's Interaction ID
interactionType string

Details of Interaction context
stateReason string

Reason for Interaction going into a particular state
isObserved boolean

Flag that indicates if interaction is being observed by supervisor
isTransferredToService boolean

Flag that indicates if interaction has being transferred to service
skill string

Skill associated with Interaction
skillId string

Skill ID associated with Interaction
intrinsics string

Intrinsics associated with Interaction

InteractionAudioUpdatedEvent

The event data that is passed back to onInteractionAudioUpdatedCallback

Type:
  • Object
Properties:
Name Type Description
id string

Unique identifier for Interaction Media

InteractionContextCreatedEvent

The event data that is passed back to onInteractionContextAddedCallback

Type:
  • Object
Properties:
Name Type Description
id string

Unique identifier for Interaction Context
interactionId string

Unique identifier for Interaction
pagePushUrl Array.<object>

Array of page push URLs
suggestedPhrase Array.<object>

Array of suggested phrases
contextStore Array.<object>

Array of context stores
screenPop Array.<object>

Array of screen pops
cobrowse Array.<object>

Array of cobrowse objects
customerHistory Array.<object>

Array of customer histories
customerDetails Array.<object>

Array of customer details
clientValidation Array.<object>

Array of client validations
campaignScripts Array.<object>

Array of campaign scripts
fromAddresses Array.<object>

Array of fromAddresses

InteractionContextDeletedEvent

The event data that is passed back to onInteractionContextRemovedCallback

Type:
  • Object
Properties:
Name Type Description
id string

Unique identifier for Interaction Context
interactionId string

Unique identifier for Interaction
pagePushUrl Array.<object>

Array of page push URLs
suggestedPhrase Array.<object>

Array of suggested phrases
contextStore Array.<object>

Array of context stores
screenPop Array.<object>

Array of screen pops
cobrowse Array.<object>

Array of cobrowse objects
customerHistory Array.<object>

Array of customer histories
customerDetails Array.<object>

Array of customer details
clientValidation Array.<object>

Array of client validations
campaignScripts Array.<object>

Array of campaign scripts
fromAddresses Array.<object>

Array of fromAddresses

InteractionCreatedEvent

The event data that is passed back to onInteractionCreatedCallback

Type:
  • Object
Properties:
Name Type Description
id string

Unique identifier for Interaction
contactId string

Contact ID for Interaction
channel string

Resource channel type of Interaction
state string

Current state of Interaction
capabilities object

Contains list of interaction capabilities
workRequestId string

Work Request ID
originatingAddress string

Source address of Interaction
destinationAddress string

Destination address of Interaction
direction string

Is the call INCOMING or OUTGOING?
isCustomerInteraction boolean

Flag to indicate if interaction originated from customer
workCode string

Work Code for Interaction
dispositionCode string

Disposition Code for Interaction
participants Array.<Object>

Array of participant involved in Interaction
userToUserInfo string

Interaction data passed from one agent to another
isWebRtcCall boolean

Flag to indicate if interaction is a WebRTC call
isACWEnabled boolean

Flag to indicate if ACW is enabled
isACWExtended boolean

Flag to indicate if Interaction is in ACW extended state
isAutoAnswerEnabled boolean

Flag to indicate if Auto Answer is enabled for this Interaction
isNailUpCall boolean

Flag to indicate if interaction is a Nailup outbound call
autoAnswerTimerExpireDT Date

Datetime of when Auto Answer Timer expires
topic string

Interaction topic
topicId string

Interaction topic ID
establishedTime string

Timestamp of when Interaction was established
stateChangeTime string

Timestamp of when Interaction last changed state
acwEstablishedTime string

Timestamp of when Interaction initiated ACW
acwDuration string

Duration of ACW countdown
externalInteractionId string

External Provider's Interaction ID
interactionType string

Details of Interaction context
stateReason string

Reason for Interaction going into a particular state
isObserved boolean

Flag that indicates if interaction is being observed by supervisor
isTransferredToService boolean

Flag that indicates if interaction has being transferred to service
skill string

Skill associated with Interaction
skillId string

Skill ID associated with Interaction

InteractionDeleteEvent

The event data that is passed back to onInteractionEndedCallback

Type:
  • Object
Properties:
Name Type Description
id string

Unique identifier for Interaction

InteractionDeleteEvent

The event data that is passed back to onInteractionDeletedCallback

Type:
  • Object
Properties:
Name Type Description
id string

Unique identifier for Interaction

InteractionHeldEvent

The event data that is passed back to onInteractionHeldCallback

Type:
  • Object
Properties:
Name Type Description
id string

Unique identifier for Interaction
contactId string

Contact ID for Interaction
channel string

Resource channel type of Interaction
state string

Current state of Interaction
capabilities object

Contains list of interaction capabilities
workRequestId string

Work Request ID
originatingAddress string

Source address of Interaction
destinationAddress string

Destination address of Interaction
direction string

Is the call INCOMING or OUTGOING?
isCustomerInteraction boolean

Flag to indicate if interaction originated from customer
workCode string

Work Code for Interaction
dispositionCode string

Disposition Code for Interaction
participants Array.<Object>

Array of participant involved in Interaction
userToUserInfo string

Interaction data passed from one agent to another
isWebRtcCall boolean

Flag to indicate if interaction is a WebRTC call
isACWEnabled boolean

Flag to indicate if ACW is enabled
isACWExtended boolean

Flag to indicate if Interaction is in ACW extended state
isAutoAnswerEnabled boolean

Flag to indicate if Auto Answer is enabled for this Interaction
isNailUpCall boolean

Flag to indicate if interaction is a Nailup outbound call
autoAnswerTimerExpireDT Date

Datetime of when Auto Answer Timer expires
topic string

Interaction topic
topicId string

Interaction topic ID
establishedTime string

Timestamp of when Interaction was established
stateChangeTime string

Timestamp of when Interaction last changed state
acwEstablishedTime string

Timestamp of when Interaction initiated ACW
acwDuration string

Duration of ACW countdown
externalInteractionId string

External Provider's Interaction ID
interactionType string

Details of Interaction context
stateReason string

Reason for Interaction going into a particular state
isObserved boolean

Flag that indicates if interaction is being observed by supervisor
isTransferredToService boolean

Flag that indicates if interaction has being transferred to service
skill string

Skill associated with Interaction
skillId string

Skill ID associated with Interaction
intrinsics string

Intrinsics associated with Interaction

InteractionMediaAttachmentsEvent

The event data that is passed back to onAttachmentAddedCallback

Type:
  • Object
Properties:
Name Type Description
id string

Unique identifier for Interaction Media
attachments Object

New attachments that has been added to Interaction Media

InteractionMediaAttachmentsEvent

The event data that is passed back to onAttachmentRemovedCallback

Type:
  • Object
Properties:
Name Type Description
id string

Unique identifier for Interaction Media
attachments Object

New attachments that has been removed to Interaction Media

InteractionMediaConnectedEvent

The event data that is passed back to onConnectedCallback

Type:
  • Object
Properties:
Name Type Description
id string

Unique identifier for Interaction Media
participant Object

The participant who has connected
type string

The media event type

InteractionMediaCreatedEvent

The event data that is passed back to onInteractionMediaAddedCallback

Type:
  • Object
Properties:
Name Type Description
id string

Unique identifier for Interaction Media
workRequestId string

Work Request ID
interactionId string

Unique identifier for Interaction
participants Array.<Object>

Array of participants involved in Interaction
messages Array.<Object>

Array of messages belonging to this Interaction Media

InteractionMediaCustomerDownloadCompleteEvent

The event data that is passed back to onCustomerDownloadCompleteCallback

Type:
  • Object
Properties:
Name Type Description
id string

Unique identifier for Interaction Media
attachment string

File attachment that has completed downloading
receivedFrom Object

Details of who downloaded the file download
arrivalDate string

Timestamp of when file download was completed
message Object

The full payload of the Customer Download Completed Event

InteractionMediaCustomerDownloadInitiatedEvent

The event data that is passed back to onCustomerDownloadInitiatedCallback

Type:
  • Object
Properties:
Name Type Description
id string

Unique identifier for Interaction Media
attachment string

File attachment that has been initiated for transfer (download)
receivedFrom Object

Details of who initiated the file download
arrivalDate string

Timestamp of when file download was initiated
message Object

The full payload of the Customer Download Initiated Event

InteractionMediaDisconnectedEvent

The event data that is passed back to onDisconnectedCallback

Type:
  • Object
Properties:
Name Type Description
id string

Unique identifier for Interaction Media
participant Object

The participant who has disconnected
type string

The media event type

InteractionMediaEmailFileLimitExceededEvent

The event data that is passed back to onEmailFileLimitExceededCallback

Type:
  • Object
Properties:
Name Type Description
id string

Unique identifier for Interaction Media
message Object

New message that has been added to Interaction Media

InteractionMediaEmailForwardSentEvent

The event data that is passed back to onForwardSentCallback

Type:
  • Object
Properties:
Name Type Description
id string

Unique identifier for Interaction Media
message Object

New message that has been added to Interaction Media

InteractionMediaMessageCreatedEvent

The event data that is passed back to onMessageReceivedCallback

Type:
  • Object
Properties:
Name Type Description
id string

Unique identifier for Interaction Media
message Object

New message that has been added to Interaction Media

InteractionMediaMessageIsTypingEvent

The event data that is passed back to onIsTypingCallback

Type:
  • Object
Properties:
Name Type Description
id string

Unique identifier for Interaction Media
participant Object

The participant who initiated the is typing notification
type string

The media event type

InteractionMediaMessagesCreatedEvent

The event data that is passed back to onMessagesReceivedCallback

Type:
  • Object
Properties:
Name Type Description
id string

Unique identifier for Interaction Media
messages Object

Customer history messages for async interactions

InteractionMediaPagePushUrlEvent

The event data that is passed back to onPagePushUrlCallback

Type:
  • Object
Properties:
Name Type Description
id string

Unique identifier for Interaction Media
message Object

Contains page push URL data

InteractionMediaParticipantJoinedEvent

The event data that is passed back to onParticipantAddedCallback

Type:
  • Object
Properties:
Name Type Description
id string

Unique identifier for Interaction Media
participant Object

New participant that has been added to Interaction Media
participants Array.<Object>

Array of participants belonging to Interaction Media

InteractionMediaParticipantLeftEvent

The event data that is passed back to onParticipantRemovedCallback

Type:
  • Object
Properties:
Name Type Description
id string

Unique identifier for Interaction Media
participant Object

New participant that has been removed from Interaction Media
participants Array.<Object>

Array of participants belonging to Interaction Media

InteractionMediaParticipantsListedEvent

The event data that is passed back to onParticipantsListedCallback

Type:
  • Object
Properties:
Name Type Description
id string

Unique identifier for Interaction Media
participants Array.<Object>

Array of participants belonging to Interaction Media

InteractionMediaTransferredFileEvent

The event data that is passed back to onFileTransferredCallback

Type:
  • Object
Properties:
Name Type Description
id string

Unique identifier for Interaction Media
attachments Array.<Object>

Array of uploaded files details
receivedFrom Object

Details of who uploaded the file
arrivalDate string

Timestamp of when file upload completed
message Object

The full payload of the Transferred File Event

InteractionPassiveEvent

The event data that is passed back to onInteractionPassiveCallback

Type:
  • Object
Properties:
Name Type Description
id string

Unique identifier for Interaction
contactId string

Contact ID for Interaction
channel string

Resource channel type of Interaction
state string

Current state of Interaction
capabilities object

Contains list of interaction capabilities
workRequestId string

Work Request ID
originatingAddress string

Source address of Interaction
destinationAddress string

Destination address of Interaction
direction string

Is the call INCOMING or OUTGOING?
isCustomerInteraction boolean

Flag to indicate if interaction originated from customer
workCode string

Work Code for Interaction
dispositionCode string

Disposition Code for Interaction
participants Array.<Object>

Array of participant involved in Interaction
userToUserInfo string

Interaction data passed from one agent to another
isWebRtcCall boolean

Flag to indicate if interaction is a WebRTC call
isACWEnabled boolean

Flag to indicate if ACW is enabled
isACWExtended boolean

Flag to indicate if Interaction is in ACW extended state
isAutoAnswerEnabled boolean

Flag to indicate if Auto Answer is enabled for this Interaction
isNailUpCall boolean

Flag to indicate if interaction is a Nailup outbound call
autoAnswerTimerExpireDT Date

Datetime of when Auto Answer Timer expires
topic string

Interaction topic
topicId string

Interaction topic ID
establishedTime string

Timestamp of when Interaction was established
stateChangeTime string

Timestamp of when Interaction last changed state
acwEstablishedTime string

Timestamp of when Interaction initiated ACW
acwDuration string

Duration of ACW countdown
externalInteractionId string

External Provider's Interaction ID
interactionType string

Details of Interaction context
stateReason string

Reason for Interaction going into a particular state
isObserved boolean

Flag that indicates if interaction is being observed by supervisor
isTransferredToService boolean

Flag that indicates if interaction has being transferred to service
skill string

Skill associated with Interaction
skillId string

Skill ID associated with Interaction
intrinsics string

Intrinsics associated with Interaction

InteractionRemoteParticipantAcceptedEvent

The event data that is passed back to onRemoteParticipantAcceptedCallback

Type:
  • Object
Properties:
Name Type Description
id string

Unique identifier for Interaction

InteractionSpeakerUpdatedEvent

The event data that is passed back to onInteractionSpeakerUpdatedCallback

Type:
  • Object
Properties:
Name Type Description
id string

Unique identifier for Interaction Media

InteractionUpdatedEvent

The event data that is passed back to onInteractionUpdatedCallback

Type:
  • Object
Properties:
Name Type Description
id string

Unique identifier for Interaction
contactId string

Contact ID for Interaction
channel string

Resource channel type of Interaction
state string

Current state of Interaction
capabilities object

Contains list of interaction capabilities
workRequestId string

Work Request ID
originatingAddress string

Source address of Interaction
destinationAddress string

Destination address of Interaction
direction string

Is the call INCOMING or OUTGOING?
isCustomerInteraction boolean

Flag to indicate if interaction originated from customer
workCode string

Work Code for Interaction
dispositionCode string

Disposition Code for Interaction
participants Array.<Object>

Array of participant involved in Interaction
userToUserInfo string

Interaction data passed from one agent to another
isWebRtcCall boolean

Flag to indicate if interaction is a WebRTC call
isACWEnabled boolean

Flag to indicate if ACW is enabled
isACWExtended boolean

Flag to indicate if Interaction is in ACW extended state
isAutoAnswerEnabled boolean

Flag to indicate if Auto Answer is enabled for this Interaction
isNailUpCall boolean

Flag to indicate if interaction is a Nailup outbound call
autoAnswerTimerExpireDT Date

Datetime of when Auto Answer Timer expires
topic string

Interaction topic
topicId string

Interaction topic ID
establishedTime string

Timestamp of when Interaction was established
stateChangeTime string

Timestamp of when Interaction last changed state
acwEstablishedTime string

Timestamp of when Interaction initiated ACW
acwDuration string

Duration of ACW countdown
externalInteractionId string

External Provider's Interaction ID
interactionType string

Details of Interaction context
stateReason string

Reason for Interaction going into a particular state
isObserved boolean

Flag that indicates if interaction is being observed by supervisor
isTransferredToService boolean

Flag that indicates if interaction has being transferred to service
skill string

Skill associated with Interaction
skillId string

Skill ID associated with Interaction
intrinsics string

Intrinsics associated with Interaction

InteractionVideoUpdatedEvent

The event data that is passed back to onInteractionVideoUpdatedCallback

Type:
  • Object
Properties:
Name Type Description
id string

Unique identifier for Interaction Media

ReasonCodesUpdatedEvent

The event that is fired when reason codes have beed updated

Type:
  • Object
Properties:
Name Type Description
reasonCodes Array

List of reason codes

ResourceAcquiredEvent

The event data that is passed back to onResourceAcquiredCallback

Type:
  • Object
Properties:
Name Type Description
id string

Notification ID
channel string

Channel type of resource
state string

Resource state
resourceId string

Resource ID
loginAccountId string

Account ID for user on this resource
providerId string

Id of resource provider

ResourceReleasedEvent

The event data that is passed back to onResourceReleasedCallback

Type:
  • Object
Properties:
Name Type Description
id string

Notification ID
channel string

Channel type of resource
state string

Resource state
resourceId string

Resource ID
loginAccountId string

Account ID for user on this resource
providerId string

Id of resource provider

ResourceSessionOutboundConnectedEvent

The event data that is passed back to onResourceSessionOutboundConnectedCallback

Type:
  • Object
Properties:
Name Type Description
id string

Notification ID
resourceSessionId string

Resource Session ID
providerId string

Provider ID
userHandle string

Agent's user handle
channelType string

Channel Type
state string

State of Resource
propertyType string

Updated Property Type
propertyName string

Updated Property Name
propertyState string

Updated Property State

ResourceSessionOutboundDeletedEvent

The event data that is passed back to onResourceSessionOutboundDeletedCallback

Type:
  • Object
Properties:
Name Type Description
id string

Notification ID

ResourceSessionOutboundFailedEvent

The event data that is passed back to onResourceSessionOutboundFailedCallback

Type:
  • Object
Properties:
Name Type Description
id string

Notification ID
resourceSessionId string

Resource Session ID
providerId string

Provider ID
userHandle string

Agent's user handle
channelType string

Channel Type
state string

State of Resource

ResourceSessionOutboundNotConnectedEvent

The event data that is passed back to onResourceSessionOutboundNotConnectedCallback

Type:
  • Object
Properties:
Name Type Description
id string

Notification ID
resourceSessionId string

Resource Session ID
providerId string

Provider ID
userHandle string

Agent's user handle
channelType string

Channel Type
state string

State of Resource

ResourceSessionPropertyConfigurationCreatedEvent

The event data that is passed back to onResourceSessionConfigurationCreatedCallback

Type:
  • Object
Properties:
Name Type Description
id string

Notification ID
resourceAddress string

Resource Address
providerId string

Provider ID
userHandle string

Agent's user handle
channelTypes Array.<string>

List of Channel Types
value string

Value of Configuration
propertyType string

Updated Property Type
propertyName string

Updated Property Name
propertyState string

Updated Property State

ResourceSessionPropertyConfigurationDeletedEvent

The event data that is passed back to onResourceSessionConfigurationDeletedCallback

Type:
  • Object
Properties:
Name Type Description
id string

Notification ID

ResourceSessionPropertyConfigurationUpdatedEvent

The event data that is passed back to onResourceSessionConfigurationUpdatedCallback

Type:
  • Object
Properties:
Name Type Description
id string

Notification ID
resourceAddress string

Resource Address
providerId string

Provider ID
userHandle string

Agent's user handle
channelTypes Array.<string>

List of Channel Types
value string

Value of Configuration
propertyType string

Updated Property Type
propertyName string

Updated Property Name
propertyState string

Updated Property State

ResourceSessionPropertyWorkModeCreatedEvent

The event data that is passed back to onResourceSessionWorkModeCreatedCallback

Type:
  • Object
Properties:
Name Type Description
id string

Notification ID
resourceSessionId string

Resource Session ID
providerId string

Provider ID
userHandle string

Agent's user handle
channelType string

Channel Type
state string

Value of WorkMode
propertyType string

Updated Property Type
propertyName string

Updated Property Name
propertyState string

Updated Property State

ResourceSessionPropertyWorkModeDeletedEvent

The event data that is passed back to onResourceSessionWorkModeDeletedCallback

Type:
  • Object
Properties:
Name Type Description
id string

Notification ID

ResourceSessionPropertyWorkModeUpdatedEvent

The event data that is passed back to onResourceSessionWorkModeUpdatedCallback

Type:
  • Object
Properties:
Name Type Description
id string

Notification ID
resourceSessionId string

Resource Session ID
providerId string

Provider ID
userHandle string

Agent's user handle
channelType string

Channel Type
state string

Value of WorkMode
propertyType string

Updated Property Type
propertyName string

Updated Property Name
propertyState string

Updated Property State

SystemPreferenceCreatedEvent

The event that is fired when an system preference has been added

Type:
  • Object
Properties:
Name Type Description
id string

System Preference ID
group string

System Preference group
key string

System Preference key
value string

System Preference value
type string

System Preference type

SystemPreferenceDeletedEvent

The event that is fired when an system preference has been removed

Type:
  • Object
Properties:
Name Type Description
id string

ID of system preference to remove

SystemPreferenceUpdatedEvent

The event that is fired when an system preference has been updated

Type:
  • Object
Properties:
Name Type Description
id string

System Preference ID
group string

System Preference group
key string

System Preference key
value string

System Preference value
type string

System Preference type

TeamStateUpdatedEvent

The event data that is passed back to onTeamMembersUpdatedCallback

Type:
  • Object
Properties:
Name Type Description
role string

Role of the current user
members Array.<Object>

Array of team members

TeamStateUpdatedEvent

The event data that is passed back to onTeamGroupsAddedCallback

Type:
  • Object
Properties:
Name Type Description
role string

Role of the current user
members Array.<Object>

Array of team members
groups Array.<String>

Array of groups

UserPreferenceCreatedEvent

The event that is fired when an user preference has been added

Type:
  • Object
Properties:
Name Type Description
id string

User Preference ID
group string

User Preference group
key string

User Preference key
value string

User Preference value
type string

User Preference type

UserPreferenceDeletedEvent

The event that is fired when an user preference has been removed

Type:
  • Object
Properties:
Name Type Description
id string

ID of user preference to remove

UserPreferenceUpdatedEvent

The event that is fired when an user preference has been updated

Type:
  • Object
Properties:
Name Type Description
id string

User Preference ID
group string

User Preference group
key string

User Preference key
value string

User Preference value
type string

User Preference type
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