Interaction namespace

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This topic is part of the manual Service Client API Reference for version Current of Developer.

Learn about the Interaction namespace methods and type definitions in the Service Client API.

Methods

The Interaction namespace includes the following methods:

deleteUserData

Signature <static> deleteUserData(interactionId, key)
Description Deletes the user data attached to the interaction. The List of User Data Write Allowed option in Agent Setup might restrict the allowed key/value pairs.
Parameters
Name Type Description
interactionId string The unique identifier for the interaction.
key string The key to delete from the attached data.

getByInteractionId

Signature <static> getByInteractionId(interactionId) → topic=InteractionNamespace
Description Gets an interaction by its unique identifier.
Parameters
Name Type Description
interactionId string The unique identifier for the interaction.
Returns interaction.Interaction or null if the interaction doesn't exist.

getInteractions

Signature <static> getInteractions() → {Array.<interaction.Interaction>}
Description Gets all the interactions.
Returns Array.<interaction.Interaction>

selectCaseByCaseId

Signature <static> genesys.wwe.service.interaction.selectCaseByCaseId(caseId, succeeded, failed)
Description Select the case in the UI by case identifier. If you subscribe to the "interaction" events (genesys.wwe.service.subscribe([ "interaction" ], eventHandler, this);), you will receive the following event:
Received interaction event: {
"event": "interaction",
"data": {
"eventType": "CASE_COLLAPSED",
"selectedCaseId": "4401820b-c4e6-4994-69c2-6ae7fdbc4905"
},
"userAgent": "WWE Server",
"protocolVersion": 2
}
Received interaction event: {
"event": "interaction",
"data": {
"eventType": "CASE_EXPANDED",
"selectedCaseId": "4401820b-c4e6-4994-69c2-6ae7fdbc4905"
},
"userAgent": "WWE Server",
"protocolVersion": 2
}
Received interaction event: {
"event": "interaction",
"data": {
"eventType": "CASE_SELECTED",
"selectedCaseId": "d4187b87-9fe1-4db8-0515-6a91e666e22d"
},
"userAgent": "WWE Server",
"protocolVersion": 2
}
Parameters
Name Type Description
caseId string The unique identifier for the case.

setUserData

Signature <static> setUserData(interactionId, keyValues)
Description Sets the user data on the live interaction (for voice, this means the interaction is not in the IDLE state). This request overwrites any existing keys on the user data. The List of User Data Write Allowed option in Agent Setup might restrict the allowed key/value pairs.
Parameters
Name Type Description
interactionId string The unique identifier for the interaction.
keyValues object The key value pairs to set on the user data.

markdone

Signature <static> markdone(interactionId)
Description Mark done the selected interaction.
Parameters
Name Type Description
interactionId string The unique identifier for the interaction.

Outbound interactions

The markdone operation can be used for outbound interactions such as pull preview, push preview, and direct push preview, but there are some details you need to know:

  • Pull preview - Mark done is similar to doing a 'Done and Stop' action, where the next preview record is not fetched.
  • Push preview - No special behaviour.
  • Direct push preview - Mark done is similar to doing a 'Done and Stop' action, where it triggers a notification to Outbound Contact Server to stop sending direct push preview records.

blockMarkdone

Signature <static> blockMarkdone(interactionId, warningMessage)
Description Block the mark done operation on the selected interaction. The "markdone" event must be subscribed to receive the event which informs that there is a delay in blocking the markdone operation with this method.
Parameters
Name Type Description
interactionId string The unique interaction identifier of the interaction to prevent the mark done operation.
warningMessage string The warning message.

unblockMarkdone

Signature <static> unblockMarkdone(interactionId)
Description Unblock the mark done operation on the selected interaction that was previously blocked.
Parameters
Name Type Description
interactionId string The unique interaction identifier of the interaction to prevent the mark done operation.

accept

Signature <static> accept(interactionId, succeeded, failed)
Description Accept an interaction when it is ringing in Agent Desktop.
Parameters
Name Type Description
interactionId string The unique interaction identifier of the interaction to be accepted.
succeeded string The callback function to use if the operation succeeded.
failed string The callback function to use if the operation failed.

reject

Signature <static> reject(interactionId, succeeded, failed)
Description Reject an interaction when it is ringing in Agent Desktop.
Parameters
Name Type Description
interactionId string The unique interaction identifier of the interaction to be rejected.
succeeded string The callback function to use if the operation succeeded.
failed string The callback function to use if the operation failed.

Type definitions

The Interaction namespace includes the following object types:

Interaction

Description Represents the JSON structure of an interaction. Attributes specific to voice interactions are: callUuid, direction, callType, ani, dnis and recordingState.
Type Object
Properties
Name Type Description
interactionId string The unique identifier for the interaction. Note: This is a client-side ID that is lost on the next session or refresh.
parentInteractionId string The unique identifier for the parent interaction. Note: This is a client-side ID that is lost on the next session or refresh.
caseId string This identifier targets the case that this interaction is part of.
userData object The attached user data key/value object that is updated with each interaction event.
state string The current state of the interaction. Possible values are:
  • UNKNOWN — An unknown state.
  • IDLE — Specifies a non-active interaction which could be closed.
  • RINGING — The inbound call is ringing.
  • DIALING — The outbound call is ringing.
  • TALKING — The call is established.
  • HELD — The call is on hold.
  • PREVIEW — The interaction is a call preview.
  • INVITED — The open media interaction is inviting.
  • ACCEPTED — The open media interaction is accepted.
  • CREATED — The open media interaction has been created.
  • PULLED — The open media interaction has been pulled from a workbin.
  • REVOKED — The open media interaction has been revoked.
  • COMPLETED — The open media interaction has been completed (Mark as done).
  • ERROR — The open media interaction has an error.
  • SAVED — The open media interaction has been saved.
  • TRANSFERRING — The open media interaction is being transferred.
  • TRANSFER_COMPLETED — The open media interaction has been transferred and the transfer has been completed.
  • INVITED_CONFERENCE — The open media interaction receives a conference invitation.
  • LEFT_CONFERENCE — The open media interaction has left the conference.
  • USER_DATA_ATTACHED — Data has been attached to the interaction.
  • USER_DATA_UPDATED — The attached data has changed in the interaction.
  • JOIN_PENDING — Trying to join the chat session.
  • JOIN_FAILED — The connection with the chat server failed.
  • HISTORY_IN_PROGRESS — Loading the content of the chat interaction.
  • HISTORY_DONE — The content of the chat interaction has been loaded.
  • CANCELLED — The outbound email is cancelled.
  • SENT — The outbound email is sent.
  • READY — The call preview is ready.
  • CANCELED — The call preview is cancelled.
  • REJECTED — The call preview is rejected.
previousState string The previous state of the interaction.
parties Array.<interaction.Party> A collection of all the parties involved in the interaction.
isConsultation boolean This property is true if the interaction is a consultation; otherwise, it's false.
isMainCaseInteraction boolean This property is true if the interaction is the main interaction in the customer case; otherwise, it's false. In Workspace Web Edition, the main interaction is related to Case Information, Disposition, Note, Contact Profile, and so on.
callUuid string The UUID of the call. This attribute is only on voice interactions.
direction string The call direction. Possible values are: IN, OUT or UNKNOWN. This attribute is only on voice interactions.
callType string The call type. Possible values are: INTERNAL, INBOUND, OUTBOUND, CONSULT or UNKNOWN. This attribute is only on voice interactions.
ani string The Automatic Number Identification service. This attribute is only on voice interactions.
dnis string The Dialed Number Identification Service. This attribute is only on voice interactions.
recordingState string The call recording state. Possible values are: STOPPED, RECORDING or PAUSED. This attribute is only on voice interactions.
isCaseSelected boolean Is true if the case containing this interaction is selected, otherwise is false.
ronaCallState string This value is populated on event RELEASED when an agent receives an inbound call and does not answer. Possible values are: REDIRECTED or NO_ANSWER.
isCaseExpanded boolean Is true if the case containing this interaction is expanded, otherwise is false.
interactionUUID string The attr_itx_id for a multimedia interaction or the callUuid for a voice interaction.
connId string The unique connection ID from the T-Server.

Party

Description Represents the JSON structure of a party.
Type Object
Properties
Name Type Description
name string The name of the party.