Outbound namespace

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

Learn about the Outbound namespace methods in the Service Client API.

Important
Depending on your environment, you might need to contact your Genesys representative to complete the configuration described on this page.

Methods

The Outbound namespace includes the following methods:

getCampaigns

Signature <static> getCampaigns(succeeded, failed)
Description Get the details of all outbound campaigns (loaded or active) for the current agent.
Parameters
Name Type Description
succeeded string The callback function to use if the operation succeeded.
failed string The callback function to use if the operation failed.

getPreviewRecord

Signature <static> getPreviewRecord(campaignName, succeeded, failed)
Description Get a preview record from Outbound Contact Server.
Parameters
Name Type Description
campaignName string The name of the outbound campaign.
succeeded string The callback function to use if the operation succeeded.
failed string The callback function to use if the operation failed.

callPreviewRecord

Signature <static> callPreviewRecord(interactionId, recordHandle, succeeded, failed)
Description Make a call using the preview record.
Parameters
Name Type Description
interactionId string The unique identifier for the interaction.
recordHandle number The record number in the chain to be dialed.
succeeded string The callback function to use if the operation succeeded.
failed string The callback function to use if the operation failed.

rejectPreviewRecord

Signature <static> rejectPreviewRecord(succeeded, failed)
Description Reject a pull preview, push preview, or direct push preview record.
Parameters
Name Type Description
succeeded string The callback function to use if the operation succeeded.
failed string The callback function to use if the operation failed.

cancelPreviewRecord

Signature <static> cancelPreviewRecord(succeeded, failed)
Description Cancel a pull preview, push preview, or direct push preview record.
Parameters
Name Type Description
succeeded string The callback function to use if the operation succeeded.
failed string The callback function to use if the operation failed.

startDirectPushPreview

Signature <static> startDirectPushPreview(succeeded, failed)
Description Send a Dialing Mode Start request to Outbound Contact Server to start sending direct push preview records to the agent.
Parameters
Name Type Description
succeeded string The callback function to use if the operation succeeded.
failed string The callback function to use if the operation failed.

stopDirectPushPreview

Signature <static> stopDirectPushPreview(succeeded, failed)
Description Send a Dialing Mode Stop request to Outbound Contact Server to stop sending direct push preview records to the agent.
Parameters
Name Type Description
succeeded string The callback function to use if the operation succeeded.
failed string The callback function to use if the operation failed.

getListOfCallResults

Signature <static> getListOfCallResults(succeeded, failed)
Description Get the list of call results currently available in Workspace Web Edition.
Parameters
Name Type Description
succeeded string The callback function to use if the operation succeeded.
failed string The callback function to use if the operation failed.

Sample request

genesys.wwe.service.outbound.getListOfCallResults(succeeded, failed)

Sample response

{
    "request": "outbound.getListOfCallResults",
    "data": {
        "OK": 0,
        "GENERAL_ERROR": 3,
        "SYSTEM_ERROR": 4,
        "BUSY": 6,
        "NO_ANSWER": 7,
        "SIT_DETECTED": 8,
        "ANSWERING_MACHINE": 9,
        "ALL_TRUNKS_BUSY": 10,
        "SIT_INVALID_NUM": 11,
        "SIT_VACANT": 12,
        "SIT_OPERINTERCEPT": 13,
        "SIT_UNKNOWN": 14,
        "SIT_NO_CIRCUIT": 15,
        "SIT_REORDER": 16,
        "FAXDETECTED": 17,
        "ABANDONED": 21,
        "DROPPED": 26,
        "DROPPED_NO_ANSWER": 27,
        "UNKNOWN": 28,
        "SILENCE": 32,
        "ANSWER": 33,
        "NUTONE": 34,
        "NO_DIAL_TONE": 35,
        "NO_PROGRESS": 36,
        "NO_RINGBACK": 37,
        "NO_ESTABLISHED": 38,
        "PAGER_DETECTED": 39,
        "WRONG_PARTY": 40,
        "DIAL_ERROR": 41,
        "CALL_DROP_ERROR": 42,
        "SWITCH_ERROR": 43,
        "NO_FREE_PORT_ERROR": 44,
        "TRANSFER_ERROR": 45,
        "STALE": 46,
        "AGENT_CALLBACK_ERROR": 47,
        "GROUP_CALLBACK_ERROR": 48,
        "DO_NOT_CALL": 51,
        "CANCEL_RECORD": 52,
        "WRONG_NUMBER": 53
    },
    "userAgent": "WWE Server",
    "protocolVersion": 2
}

setCallResult

Signature <static> setCallResult(interactionId, callResult, succeeded, failed)
Description Set the call result for this interaction.
Parameters
Name Type Description
interactionId string The unique identifier for the interaction. The interaction should have an active or completed call. "Do Not Call" must not be set for the interaction.
callResult string The call result value, which must be a number.
succeeded string The callback function to use if the operation succeeded.
failed string The callback function to use if the operation failed.

getCallResult

Signature <static> getCallResult(interactionId, succeeded, failed)
Description Get the call result already set in an outbound record, if any.
Parameters
Name Type Description
interactionId string The unique identifier for the interaction.
succeeded string The callback function to use if the operation succeeded.
failed string The callback function to use if the operation failed.

Sample request

genesys.wwe.service.outbound.getCallResult(interactionId, succeeded, failed)

Sample response

{
    "request": "outbound.getCallResult",
    "data": 6,
    "userAgent": "WWE Server",
    "protocolVersion": 2
}

setDoNotCall

Signature <static> setDoNotCall(interactionId, succeeded, failed)
Description Set the interaction to "Do Not Call".
Parameters
Name Type Description
interactionId string The unique identifier for the interaction. The interaction should have an active or completed call.
succeeded string The callback function to use if the operation succeeded.
failed string The callback function to use if the operation failed.

removeDoNotCall

Signature <static> removeDoNotCall(interactionId, succeeded, failed)
Description Remove "Do Not Call" from the interaction.
Parameters
Name Type Description
interactionId string The unique identifier for the interaction. The interaction should have an active or completed call.
succeeded string The callback function to use if the operation succeeded.
failed string The callback function to use if the operation failed.

rescheduleRecord

Signature <static> rescheduleRecord(interactionId, recordHandle, rescheduleDate, callbackType, succeeded, failed)
Description Set the schedule information on the record based on its time zone. You can perform this operation regardless of how the Workspace Web Edition options privilege.outbound.can-reschedule and privilege.outbound.can-reschedule-before-call are configured.
Parameters
Name Type Description
interactionId string The unique identifier for the interaction. Note: For Preview and Push Preview modes, once the call is made the ID provided becomes the new interaction ID that corresponds to the call.
recordHandle number The record number in the chain to be dialed.
rescheduleDate string The date for which the callback is to be rescheduled, in MM/DD/YYYY HH:MM format. This date should be in the time zone of the record that is being rescheduled. This ensures the date is set correctly in cases where the agent and the customer are in different time zones. To calculate the correct hour and minute values, you can get the outbound record's time zone offset value from any of the interaction's events.

Example

An agent calls a customer and they ask to be called back one hour later. The agent and customer have the following time zone information:

  • Agent's time zone - BST
  • Agent's current time - 2:30 PM
  • Customer's time zone - EDT
  • Customer's current time - 9:30 AM

In this case, you would make the rescheduleRecord request with the rescheduleDate HH:MM set to a value of 10:30 and not 15:30.

callbackType string The type of callback. Valid values are CAMPAIGN or PERSONAL.
succeeded string The callback function to use if the operation succeeded.
failed string The callback function to use if the operation failed.

Sample request

genesys.wwe.service.outbound.rescheduleRecord('1', 257, '05/27/2021 10:55', 'PERSONAL', succeeded, failed)

cancelReschedule

Signature <static> cancelReschedule(interactionId, succeeded, failed)
Description Remove the schedule information from the record.
Parameters
Name Type Description
interactionId string The unique identifier for the interaction. Note: For Preview and Push Preview modes, once the call is made the ID provided becomes the new interaction ID that corresponds to the call.
succeeded string The callback function to use if the operation succeeded.
failed string The callback function to use if the operation failed.

getChainedRecords

Signature <static> getChainedRecords(interactionId, succeeded, failed)
Description Get the list of chained records for the interaction.
Parameters
Name Type Description
interactionId string The unique identifier for the interaction.
succeeded string The callback function to use if the operation succeeded.
failed string The callback function to use if the operation failed.

Sample request

genesys.wwe.service.outbound.getChainedRecords('1', succeeded, failed)

Sample response

{
    "request": "outbound.getChainedRecords",
    "data": [
        {
            "records": [
                {
                    Custom_Character: "c"
                    Custom_Datetime: "2021-03-17 14:42:39"
                    Custom_Float: "16.64"
                    Custom_Integer: 0
                    Custom_String_with_default: "Hi there!"
                    Custom_VarChar: ""
                    GSW_AGENT_ID: "+33298025000"
                    GSW_APPLICATION_ID: 139
                    GSW_ATTEMPTS: 0
                    GSW_CALLING_LIST: "Calling List Custom"
                    GSW_CALLING_LIST_DBID: 101
                    GSW_CALL_ATTEMPT_GUID: "003DC7H6HG84DBRT1KMIF1TAES000031"
                    GSW_CALL_RESULT: 28
                    GSW_CAMPAIGN_GROUP_DBID: 101
                    GSW_CAMPAIGN_GROUP_DESCRIPTION: ""
                    GSW_CAMPAIGN_GROUP_NAME: "Outbound Campaign Custom@Agent Group Outbound"
                    GSW_CAMPAIGN_NAME: "Outbound Campaign Custom"
                    GSW_CHAIN_ID: 3
                    GSW_CONTACT_MEDIA_TYPE: "voice"
                    GSW_FROM: 0
                    GSW_PHONE: "+33647005"
                    GSW_PHONE_TYPE: 1
                    GSW_RECORD_HANDLE: 283
                    GSW_REFERENCE_ID: 3
                    GSW_SWITCH_DBID: 101
                    GSW_TZ_NAME: "ACT"
                    GSW_TZ_OFFSET: 34200
                    GSW_UNTIL: 86399
                    GSW_USER_EVENT: "PreviewRecord"
                    IW_BundleUid: "27458420-0348-4345-c693-45bd95b5c81f"
                    IW_CaseUid: "a26f59d2-2979-43c5-5c1d-b0757f9ab077"
                    InteractionSubtype: "OutboundNew"
                    InteractionType: "Outbound"
                    WWE_OUTBOUND_CAMP_TYPE: "PreviewRecord"            
                },
                {
                    Custom_Character: "c"
                    Custom_Datetime: "2021-03-17 14:42:32"
                    Custom_Float: "51.69"
                    Custom_Integer: 0
                    Custom_String_with_default: "Hello General Kenobi"
                    Custom_VarChar: ""
                    GSW_AGENT_ID: "+33298025000"
                    GSW_APPLICATION_ID: 139
                    GSW_ATTEMPTS: 0
                    GSW_CALLING_LIST: "Calling List Custom"
                    GSW_CALLING_LIST_DBID: 101
                    GSW_CALL_ATTEMPT_GUID: "003DC7H6HG84DBRT1KMIF1TAES000031"
                    GSW_CALL_RESULT: 28
                    GSW_CAMPAIGN_GROUP_DBID: 101
                    GSW_CAMPAIGN_GROUP_DESCRIPTION: ""
                    GSW_CAMPAIGN_GROUP_NAME: "Outbound Campaign Custom@Agent Group Outbound"
                    GSW_CAMPAIGN_NAME: "Outbound Campaign Custom"
                    GSW_CHAIN_ID: 3
                    GSW_CONTACT_MEDIA_TYPE: "voice"
                    GSW_FROM: 0
                    GSW_PHONE: "+33647004"
                    GSW_PHONE_TYPE: 1
                    GSW_RECORD_HANDLE: 284
                    GSW_REFERENCE_ID: 4
                    GSW_SWITCH_DBID: 101
                    GSW_TZ_NAME: "ACT"
                    GSW_TZ_OFFSET: 34200
                    GSW_UNTIL: 86399
                    GSW_USER_EVENT: "ChainedRecord"
                    InteractionSubtype: "OutboundNew"
                    InteractionType: "Outbound"
                }
            ]
        }
    ],
    "userAgent": "WWE Server",
    "protocolVersion": 2
}

getRecordFields

Signature <static> getRecordFields(interactionId, succeeded, failed) → {Array.<Field>}
Description Get the list of outbound fields for an interaction. This method also returns information about whether a field is mandatory and if it can be edited.
Parameters
Name Type Description
interactionId string The unique identifier for the interaction.
succeeded string The callback function to use if the operation succeeded.
failed string The callback function to use if the operation failed.
Returns Array.<Field>

Sample request

genesys.wwe.service.outbound.getRecordFields('1', succeeded, failed)

Sample response

{
   "request":"outbound.getRecordFields",
   "data":[
      {
         "name":"GWS_FROM",
         "displayName":"Call From",
         "value":"10.15",
         "isMandatory":true,
         "isEditable":false,
         "type":"time",
         "valueType":"string"
      },
      {
         "name":"GSW_CUSTOM_STRING",
         "value":"Custom message",
         "isMandatory":false,
         "isEditable":true,
         "fieldType":"var-char",
         "valueType":"string"
      },
      {
         "name":"GSW_PHONE_TYPE",
         "displayName":"Phone Type",
         "isEditable":true,
         "isMandatory":false,
         "options":{
            "3":"Business With Extension",
            "2":"Direct Business Phone",
            "10":"Email Address",
            "1":"Home Phone",
            "11":"Instant Messaging",
            "4":"Mobile",
            "7":"Modem",
            "0":"None",
            "6":"Pager",
            "9":"Pin Pager",
            "5":"Vacation Phone",
            "8":"Voice Mail"
         },
         "fieldType":"enum",
         "valueType":"number"
      }
   ],
   "userAgent":"WWE Server",
   "protocolVersion":2
}

updateRecordFields

Signature <static> updateRecordFields(interactionId, recordData, succeeded, failed)
Description Update one or more outbound fields. The updated fields are sent to Outbound Contact Server when the record is marked done. Note: This operation fails if one of the updated fields does not comply with the data type or mandatory requirements.
Parameters
Name Type Description
interactionId string The unique identifier for the interaction.
recordData string The record data to be updated. This must be an object containing the field names as properties and the values to be updated. The values should comply with the valueType property of the field as returned by getRecordFields. You can update custom fields and the following system fields:
  • Call From
  • Call Until
  • Phone
  • Phone Type
succeeded string The callback function to use if the operation succeeded.
failed string The callback function to use if the operation failed.

Sample request

genesys.wwe.service.outbound.updateRecordFields(
  '1', 
  {
    GSW_FROM: '10.15',
    GSW_UNTIL: '23:45',
    GSW_PHONE_TYPE: 9,
    GSW_CUSTOM_STRING: 'Custom message'		
  }, 
  succeeded, 
  failed
)

Type definitions

The Outbound namespace includes the following object types:

Field

Description Represents the JSON structure of a field.
Type Object
Properties
Name Type Description
name string The name of the field. Use this name in updateRecordFields requests to set or update the value for the field.
displayName string The name of the field as displayed in Workspace Web Edition. You can use this in a custom view, if required.
value string The current value of the field.
isEditable boolean Specifies whether the field is editable. If updateRecordFields contains a non-editable field, the operation fails.
isMandatory boolean Specifies whether the field is mandatory. If updateRecordFields tries to set a null or empty value for a mandatory field, the operation fails.
options string This property is present for fields of type 'enum'. Enums are displayed as dropdowns in Workspace Web Edition. See sample response for getRecordFields for details.
fieldType string The data type of the field. Possible values are:
  • int - Integer
  • float - Floating point number
  • char - Character
  • var-char - String
  • date - Date string (MM/DD/YYYY HH:MM)
  • time - Time string (HH:MM)
  • bool - Boolean
  • enum - Key/value pairs
valueType string The type of value that should be used in updateRecordFields. Possible values are:
  • string
  • number
  • boolean

For example, an enum field may have to be updated with a value type of number. See the sample request for updateRecordFields.