View table: PEEvent

AgentID must be present if the agent is logged in through Voice Microservices or if the information is available.

If present, the Extensions attribute might include a ReasonCode value specifically used to communicate hardware reasons.

On CTI platforms that support agent login for multiple queues, this event signals that the agent has been moved to the Logged Out state, and is therefore used only for an agent's final logout.e

AgentID must be present if the agent is logged in through Voice Microservices or if the information is available.

If present, the Extensions attribute might include a ReasonCode value specifically used to communicate hardware reasons.

In the absence of EventDNOutOfService and EventDNBackInService, all clients should assume, for backward-compatibility reasons, that the DN is in service.

Between EventDNOutOfService and EventDNBackInService, the client is not able to perform any requests, and no events should be expected during this outage. Genesys recommends that you perform TQueryAddress() after EventDNBackInService to ensure synchronization between Voice Microservices and the client.

When a DN is out of service, only the following Voice Microservices requests can be issued for it: client registration and unregistration, queries, agent login, and private service requests.

Voice Microservices return a TERR_OUT_OF_SERVICE error if called on to attempt a supported operation that cannot progress on an out-of-service DN.

When a DN goes out of service, Voice Microservices notify the user about the termination of active calls or change an agent state (not ready/logout) using normal events. The other applications should rely only on those events to change the DN/agent state.

The InfoStatus event attribute has a value of either CallForwardingStatus or SendAllCallsStatus in the EventForwardSet event.

The OtherDN event attribute specifies the target party when the Forward feature is in progress.

For scenarios initiated with RequestMakeCall, the CallState attribute might have values that clarify the reason for the destination being busy, for instance CallStateSitInvalidNum.

The PreviousConnID attribute must be included if the value of CallType is Consult.

CallType can be Unknown.

OtherDN is either a dialed number or not present if Voice Microservices have no information about the other party. OtherDNRole appears if the attribute OtherDN is present.

The PreviousConnID attribute must appear if the value of CallType is Consult.

ThisQueue must appear in predictive dialing and be equal to ThisDN.

The PreviousConnID attribute must be included if the value of CallType is Consult.

The ThirdPartyDN and ThirdPartyQueue attributes must be present if the value of CallState is Redirected. In all other call scenarios, ThirdPartyDN must be present only if such information is provided by a CTI link.

ThisDN and ThisQueue attributes must have equal values.

The PreviousConnID attribute must appear if the value of CallType is Consult.

Voice MCS always distributes EventPartyAdded for every party. If only one party is added (as in the case of a simple conference call), the corresponding telephony object is specified in OtherDN. Similarly, if more than one party is added to a call and there are multiple EventPartyAdded messages, one for each party on the consultation call joining the main call, then the corresponding telephony object is specified in OtherDN.

The ThirdPartyDN and ThirdPartyDNRole attributes are not present if the switch does not distribute them to Voice Microservices.

The value of CallState can be either Transferred or Conferenced.

The OtherDN, OtherDNRole, OtherTrunk, ThirdPartyDNRole attributes must not appear if the CallState is Conferenced.

The ThirdPartyDN attribute is not present if the switch does not distribute it to Voice Microservices.

The OtherDN, OtherDNRole, OtherQueue, and OtherTrunk attributes do not appear if the release is from a conference. In all other call scenarios, the attribute must be present only if such information is provided by a CTI link.

The PreviousConnID attribute must be included if the value of CallType is Consult.

The appearance of ThirdPartyDN depends on the following conditions:

• If information about the new destination is available from the switch at the moment when EventReleased is generated, then ThirdPartyDN is mandatory. Or, if Voice Microservices have initiated a single-step transfer, redirection, or previously set the forwarding target, this attribute is also mandatory.
• If a call has gone through a single-step transfer, been redirected, or forwarded by another application (not the Voice Microservices in question), the ThirdPartyDN attribute is absent.

In all call scenarios, the OtherDN, OtherDNRole, OtherQueue, and OtherTrunk attributes must be present only if the information is provided by a CTI link.

The value for the ThisDNRole and ThisQueue attributes is the same as that for the events preceding EventRetrieved (EventEstablished and EventRinging) for the same call. For non-ACD calls, ThisQueue is not reported.

The ThirdPartyDN attribute specifies the destination DN or dialing number. It is:

• Mandatory if routing was done by Voice Microservices.
• Absent if the call was rejected. Optional in other cases.

For the EventRouteUsed event, ThirdPartyDNRole=Destination.

The OtherDN attribute is used to specify the target party when the forward feature is in progress.

ThisDN and ThisQueue attributes must have equal values.

This event does not appear in cases of continuing treatments like Silence or RingBack.

The CollectedDigits and LastCollectedDigit attributes are present if TreatmentType is either CollectDigits or PlayAnnouncementAndCollectDigits.

The following key-value pairs are set for all treatment types:

• For all treatment types where an announcement was played, INTERRUPTED is set to:
  • NO, if the announcement was not interrupted.
  • KEYPAD, if it was interrupted by keypad entry.
  • VOICE, if it was interrupted by the caller speaking something.
• For all treatment types where digits are to be collected from the caller, COMPLETION_STATUS is set to:
  • NORMAL, if the treatment completed normally (optional).
  • TIMEOUT, if the digit collection timed out before all required digits could be collected.
  • CANCELLED, if the treatment was cancelled by a request from router.
• For TreatmentType=DigitsVerification only, the following key-value pairs apply:
  • VERIFICATION_STATUS (the result of digits verification) is set to 1 if verification succeed, 0 if it did not.
  • ATTEMPTS is set to the number of digit-collection attempts made.
• For TreatmentType=RecordUserAnnouncement, the following key-value pair applies:
  • USER_ANN_ID is set to the message identifier, an integer, recorded by the user specified with USER_ID.

AgentID must be present if the agent is logged in through Voice Microservices or if the information is available.

If present, the Extensions attribute might include a ReasonCode value specifically used to communicate hardware reasons.

On CTI platforms that support agent login for multiple queues, this event signals that the agent has been moved to the Logged Out state, and is therefore used only for an agent's final logout.e

AgentID must be present if the agent is logged in through Voice Microservices or if the information is available.

If present, the Extensions attribute might include a ReasonCode value specifically used to communicate hardware reasons.

In the absence of EventDNOutOfService and EventDNBackInService, all clients should assume, for backward-compatibility reasons, that the DN is in service.

Between EventDNOutOfService and EventDNBackInService, the client is not able to perform any requests, and no events should be expected during this outage. Genesys recommends that you perform TQueryAddress() after EventDNBackInService to ensure synchronization between Voice Microservices and the client.

When a DN is out of service, only the following Voice Microservices requests can be issued for it: client registration and unregistration, queries, agent login, and private service requests.

Voice Microservices return a TERR_OUT_OF_SERVICE error if called on to attempt a supported operation that cannot progress on an out-of-service DN.

When a DN goes out of service, Voice Microservices notify the user about the termination of active calls or change an agent state (not ready/logout) using normal events. The other applications should rely only on those events to change the DN/agent state.

The InfoStatus event attribute has a value of either CallForwardingStatus or SendAllCallsStatus in the EventForwardSet event.

The OtherDN event attribute specifies the target party when the Forward feature is in progress.

For scenarios initiated with RequestMakeCall, the CallState attribute might have values that clarify the reason for the destination being busy, for instance CallStateSitInvalidNum.

The PreviousConnID attribute must be included if the value of CallType is Consult.

CallType can be Unknown.

OtherDN is either a dialed number or not present if Voice Microservices have no information about the other party. OtherDNRole appears if the attribute OtherDN is present.

The PreviousConnID attribute must appear if the value of CallType is Consult.

ThisQueue must appear in predictive dialing and be equal to ThisDN.

The PreviousConnID attribute must be included if the value of CallType is Consult.

The ThirdPartyDN and ThirdPartyQueue attributes must be present if the value of CallState is Redirected. In all other call scenarios, ThirdPartyDN must be present only if such information is provided by a CTI link.

ThisDN and ThisQueue attributes must have equal values.

The PreviousConnID attribute must appear if the value of CallType is Consult.

Voice MCS always distributes EventPartyAdded for every party. If only one party is added (as in the case of a simple conference call), the corresponding telephony object is specified in OtherDN. Similarly, if more than one party is added to a call and there are multiple EventPartyAdded messages, one for each party on the consultation call joining the main call, then the corresponding telephony object is specified in OtherDN.

The ThirdPartyDN and ThirdPartyDNRole attributes are not present if the switch does not distribute them to Voice Microservices.

The value of CallState can be either Transferred or Conferenced.

The OtherDN, OtherDNRole, OtherTrunk, ThirdPartyDNRole attributes must not appear if the CallState is Conferenced.

The ThirdPartyDN attribute is not present if the switch does not distribute it to Voice Microservices.

The OtherDN, OtherDNRole, OtherQueue, and OtherTrunk attributes do not appear if the release is from a conference. In all other call scenarios, the attribute must be present only if such information is provided by a CTI link.

The PreviousConnID attribute must be included if the value of CallType is Consult.

The appearance of ThirdPartyDN depends on the following conditions:

• If information about the new destination is available from the switch at the moment when EventReleased is generated, then ThirdPartyDN is mandatory. Or, if Voice Microservices have initiated a single-step transfer, redirection, or previously set the forwarding target, this attribute is also mandatory.
• If a call has gone through a single-step transfer, been redirected, or forwarded by another application (not the Voice Microservices in question), the ThirdPartyDN attribute is absent.

In all call scenarios, the OtherDN, OtherDNRole, OtherQueue, and OtherTrunk attributes must be present only if the information is provided by a CTI link.

The value for the ThisDNRole and ThisQueue attributes is the same as that for the events preceding EventRetrieved (EventEstablished and EventRinging) for the same call. For non-ACD calls, ThisQueue is not reported.

The ThirdPartyDN attribute specifies the destination DN or dialing number. It is:

• Mandatory if routing was done by Voice Microservices.
• Absent if the call was rejected. Optional in other cases.

For the EventRouteUsed event, ThirdPartyDNRole=Destination.

The OtherDN attribute is used to specify the target party when the forward feature is in progress.

ThisDN and ThisQueue attributes must have equal values.

This event does not appear in cases of continuing treatments like Silence or RingBack.

The CollectedDigits and LastCollectedDigit attributes are present if TreatmentType is either CollectDigits or PlayAnnouncementAndCollectDigits.

The following key-value pairs are set for all treatment types:

• For all treatment types where an announcement was played, INTERRUPTED is set to:
  • NO, if the announcement was not interrupted.
  • KEYPAD, if it was interrupted by keypad entry.
  • VOICE, if it was interrupted by the caller speaking something.
• For all treatment types where digits are to be collected from the caller, COMPLETION_STATUS is set to:
  • NORMAL, if the treatment completed normally (optional).
  • TIMEOUT, if the digit collection timed out before all required digits could be collected.
  • CANCELLED, if the treatment was cancelled by a request from router.
• For TreatmentType=DigitsVerification only, the following key-value pairs apply:
  • VERIFICATION_STATUS (the result of digits verification) is set to 1 if verification succeed, 0 if it did not.
  • ATTEMPTS is set to the number of digit-collection attempts made.
• For TreatmentType=RecordUserAnnouncement, the following key-value pair applies:
  • USER_ANN_ID is set to the message identifier, an integer, recorded by the user specified with USER_ID.