Difference between revisions of "PEC-Developer/Current/SCAPI/InteractionNamespace"

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|structuredtext=The Interaction namespace includes the following methods:
 
|structuredtext=The Interaction namespace includes the following methods:
  
 +
*{{Link-SomewhereInThisManual|topic=InteractionNamespace|anchor=completeConference|display text=completeConference}}
 +
*{{Link-SomewhereInThisManual|topic=InteractionNamespace|anchor=completeTransfer|display text=completeTransfer}}
 +
*{{Link-SomewhereInThisManual|topic=InteractionNamespace|anchor=consult|display text=consult}}
 
*{{Link-SomewhereInThisManual|topic=InteractionNamespace|anchor=deleteUserData|display text=deleteUserData}}
 
*{{Link-SomewhereInThisManual|topic=InteractionNamespace|anchor=deleteUserData|display text=deleteUserData}}
 
*{{Link-SomewhereInThisManual|topic=InteractionNamespace|anchor=getByInteractionId|display text=getByInteractionId}}
 
*{{Link-SomewhereInThisManual|topic=InteractionNamespace|anchor=getByInteractionId|display text=getByInteractionId}}
Line 23: Line 26:
 
*{{Link-SomewhereInThisManual|topic=InteractionNamespace|anchor=markdone|display text=markdone}}
 
*{{Link-SomewhereInThisManual|topic=InteractionNamespace|anchor=markdone|display text=markdone}}
 
*{{Link-SomewhereInThisManual|topic=InteractionNamespace|anchor=blockMarkdone|display text=blockMarkdone}}
 
*{{Link-SomewhereInThisManual|topic=InteractionNamespace|anchor=blockMarkdone|display text=blockMarkdone}}
 +
*{{Link-SomewhereInThisManual|topic=InteractionNamespace|anchor=singleStepConference|display text=singleStepConference}}
 +
*{{Link-SomewhereInThisManual|topic=InteractionNamespace|anchor=singleStepTransfer|display text=singleStepTransfer}}
 
*{{Link-SomewhereInThisManual|topic=InteractionNamespace|anchor=unblockMarkdone|display text=unblockMarkdone}}
 
*{{Link-SomewhereInThisManual|topic=InteractionNamespace|anchor=unblockMarkdone|display text=unblockMarkdone}}
 
*{{Link-SomewhereInThisManual|topic=InteractionNamespace|anchor=accept|display text=accept}}
 
*{{Link-SomewhereInThisManual|topic=InteractionNamespace|anchor=accept|display text=accept}}
 
*{{Link-SomewhereInThisManual|topic=InteractionNamespace|anchor=reject|display text=reject}}
 
*{{Link-SomewhereInThisManual|topic=InteractionNamespace|anchor=reject|display text=reject}}
 +
 +
===completeConference===
 +
{{{!}}
 +
!Signature
 +
{{!}}<static> completeConference(''consultInteractionId, succeeded, failed'')
 +
{{!}}-
 +
!Description
 +
{{!}}Completes a conference.
 +
{{!}}-
 +
!Parameters
 +
{{!}}
 +
{{{!}}
 +
!Name
 +
!Type
 +
!Description
 +
{{!}}-
 +
{{!}}consultInteractionId
 +
{{!}}string
 +
{{!}}The unique identifier for the consultation interaction.
 +
{{!}}-
 +
{{!}}succeeded
 +
{{!}}function
 +
{{!}}A function called when the operation succeeds.
 +
{{!}}-
 +
{{!}}failed
 +
{{!}}function
 +
{{!}}A function called when the operation fails.
 +
{{!}}}
 +
{{!}}}
 +
===completeTransfer===
 +
{{{!}}
 +
!Signature
 +
{{!}}<static> completeTransfer(''consultInteractionId, succeeded, failed'')
 +
{{!}}-
 +
!Description
 +
{{!}}Completes a transfer.
 +
{{!}}-
 +
!Parameters
 +
{{!}}
 +
{{{!}}
 +
!Name
 +
!Type
 +
!Description
 +
{{!}}-
 +
{{!}}consultInteractionId
 +
{{!}}string
 +
{{!}}The unique identifier for the consultation interaction.
 +
{{!}}-
 +
{{!}}succeeded
 +
{{!}}function
 +
{{!}}A function called when the operation succeeds.
 +
{{!}}-
 +
{{!}}failed
 +
{{!}}function
 +
{{!}}A function called when the operation fails.
 +
{{!}}}
 +
{{!}}}
 +
 +
===consult===
 +
{{{!}}
 +
!Signature
 +
{{!}}<static> consult(''interactionId, targetQuery, userData, extensions, succeeded, failed'')
 +
{{!}}-
 +
!Description
 +
{{!}}Make a consultation interaction.
 +
{{!}}-
 +
!Parameters
 +
{{!}}
 +
{{{!}}
 +
!Name
 +
!Type
 +
!Description
 +
{{!}}-
 +
{{!}}interactionId
 +
{{!}}string
 +
{{!}}The unique identifier for the interaction.
 +
{{!}}-
 +
{{!}}targetQuery
 +
{{!}}object or string
 +
{{!}}The destination target object, or a character string (for example, phone number).
 +
 +
*If targetQuery is a character string, the Service Client API creates the operation that uses a target of type '''CustomContact''' with a destination set to this value.
 +
*If targetQuery is a JSON object, specify the following sub-parameters:
 +
**'''target (string)''': The target type. The possible values are: "AGENT", "AGENT_GROUP", "SKILL", "INTERACTION_QUEUE", "ROUTING_POINT", and "CUSTOM_CONTACT".
 +
**'''destination (string)''': The destination. The supported values are: the employeeId of an agent, the name of an AgentGroup, the name of a Skill, the name of an InteractionQueue, the name of a RoutingPoint, and a phone number for CustomContact.
 +
**'''[media] (string)''': An optional media used to make the consultation. If not specified, uses the same media as the specified interaction. For example, if the interaction has a "chat" media, and you want to make a voice consultation, you must specify "voice" here.
 +
{{!}}-
 +
{{!}}userData
 +
{{!}}object
 +
{{!}}The attached user data key/value object. Set an undefined or empty JSON object if you don't want to set any user data.
 +
{{!}}-
 +
{{!}}extensions
 +
{{!}}object
 +
{{!}}The extensions key/value object. Set an undefined or empty JSON object if you don't want to set any extensions. This is not applicable for the chat media.
 +
{{!}}-
 +
{{!}}succeeded
 +
{{!}}function
 +
{{!}}A function called when the operation succeeds.
 +
{{!}}-
 +
{{!}}failed
 +
{{!}}function
 +
{{!}}A function called when the operation fails.
 +
{{!}}}
 +
{{!}}}
  
 
===deleteUserData===
 
===deleteUserData===
 
{{{!}}
 
{{{!}}
 
!Signature
 
!Signature
−
{{!}}<static> deleteUserData(''interactionId'', ''key'')
+
{{!}}<static> deleteUserData(''interactionId'', ''key'', succeeded, failed)
 
{{!}}-
 
{{!}}-
 
!Description
 
!Description
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{{!}}string
 
{{!}}string
 
{{!}}The key to delete from the attached data.
 
{{!}}The key to delete from the attached data.
 +
{{!}}-
 +
{{!}}succeeded
 +
{{!}}function
 +
{{!}}A function called when the operation succeeds.
 +
{{!}}-
 +
{{!}}failed
 +
{{!}}function
 +
{{!}}A function called when the operation fails.
 
{{!}}}
 
{{!}}}
 
{{!}}}
 
{{!}}}
Line 55: Line 172:
 
{{{!}}
 
{{{!}}
 
!Signature
 
!Signature
−
{{!}}<static> getByInteractionId(''interactionId'') → {{{Link-SomewhereInThisManual|topic=InteractionNamespace|anchor=Interaction|display text=interaction.Interaction}}}
+
{{!}}<static> getByInteractionId(''interactionId'', succeeded, failed) → &#123;{{Link-SomewhereInThisManual|topic=InteractionNamespace|anchor=Interaction|display text=interaction.Interaction}}&#125;
 
{{!}}-
 
{{!}}-
 
!Description
 
!Description
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{{!}}string
 
{{!}}string
 
{{!}}The unique identifier for the interaction.
 
{{!}}The unique identifier for the interaction.
 +
{{!}}-
 +
{{!}}succeeded
 +
{{!}}function
 +
{{!}}A function called when the operation succeeds.
 +
{{!}}-
 +
{{!}}failed
 +
{{!}}function
 +
{{!}}A function called when the operation fails.
 
{{!}}}
 
{{!}}}
 
{{!}}-
 
{{!}}-
Line 79: Line 204:
 
{{{!}}
 
{{{!}}
 
!Signature
 
!Signature
−
{{!}}<static> getInteractions() → {Array.<{{Link-SomewhereInThisManual|topic=InteractionNamespace|anchor=Interaction|display text=interaction.Interaction}}>}
+
{{!}}<static> getInteractions(succeeded, failed) → {Array.<{{Link-SomewhereInThisManual|topic=InteractionNamespace|anchor=Interaction|display text=interaction.Interaction}}>}
 
{{!}}-
 
{{!}}-
 
!Description
 
!Description
 
{{!}}Gets all the interactions.
 
{{!}}Gets all the interactions.
 +
{{!}}-
 +
!Parameters
 +
{{!}}
 +
{{{!}}
 +
!Name
 +
!Type
 +
!Description
 +
{{!}}-
 +
{{!}}succeeded
 +
{{!}}function
 +
{{!}}A function called when the operation succeeds.
 +
{{!}}-
 +
{{!}}failed
 +
{{!}}function
 +
{{!}}A function called when the operation fails.
 +
{{!}}}
 
{{!}}-
 
{{!}}-
 
!Returns
 
!Returns
Line 97: Line 238:
 
<source lang="java">
 
<source lang="java">
 
Received interaction event: {
 
Received interaction event: {
−
"event": "interaction",
+
"event": "interaction",
−
"data": {
+
"data": {
−
"eventType": "CASE_COLLAPSED",
+
"eventType": "CASE_COLLAPSED",
−
"selectedCaseId": "4401820b-c4e6-4994-69c2-6ae7fdbc4905"
+
"selectedCaseId": "4401820b-c4e6-4994-69c2-6ae7fdbc4905"
−
},
+
},
−
"userAgent": "WWE Server",
+
"userAgent": "WWE Server",
−
"protocolVersion": 2
+
"protocolVersion": 2
 
}
 
}
 
Received interaction event: {
 
Received interaction event: {
−
"event": "interaction",
+
"event": "interaction",
−
"data": {
+
"data": {
−
"eventType": "CASE_EXPANDED",
+
"eventType": "CASE_EXPANDED",
−
"selectedCaseId": "4401820b-c4e6-4994-69c2-6ae7fdbc4905"
+
"selectedCaseId": "4401820b-c4e6-4994-69c2-6ae7fdbc4905"
−
},
+
},
−
"userAgent": "WWE Server",
+
"userAgent": "WWE Server",
−
"protocolVersion": 2
+
"protocolVersion": 2
 
}
 
}
 
Received interaction event: {
 
Received interaction event: {
−
"event": "interaction",
+
"event": "interaction",
−
"data": {
+
"data": {
−
"eventType": "CASE_SELECTED",
+
"eventType": "CASE_SELECTED",
−
"selectedCaseId": "d4187b87-9fe1-4db8-0515-6a91e666e22d"
+
"selectedCaseId": "d4187b87-9fe1-4db8-0515-6a91e666e22d"
−
},
+
},
−
"userAgent": "WWE Server",
+
"userAgent": "WWE Server",
−
"protocolVersion": 2
+
"protocolVersion": 2
 
}
 
}
 
</source>
 
</source>
Line 137: Line 278:
 
{{!}}-
 
{{!}}-
 
{{!}}succeeded
 
{{!}}succeeded
−
{{!}}string
+
{{!}}function
−
{{!}}The callback function to use if the operation is successful.
+
{{!}}A function called when the operation succeeds.
 
{{!}}-
 
{{!}}-
−
{{!}}failed  
+
{{!}}failed
−
{{!}}string
+
{{!}}function
−
{{!}}The callback function to use if the operation fails.
+
{{!}}A function called when the operation fails.
 
{{!}}}
 
{{!}}}
 
{{!}}}
 
{{!}}}
Line 149: Line 290:
 
{{{!}}
 
{{{!}}
 
!Signature
 
!Signature
−
{{!}}<static> setUserData(''interactionId'', ''keyValues'')
+
{{!}}<static> setUserData(''interactionId'', ''keyValues'', succeeded, failed)
 
{{!}}-
 
{{!}}-
 
!Description
 
!Description
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{{!}}object
 
{{!}}object
 
{{!}}The key value pairs to set on the user data.
 
{{!}}The key value pairs to set on the user data.
 +
{{!}}-
 +
{{!}}succeeded
 +
{{!}}function
 +
{{!}}A function called when the operation succeeds.
 +
{{!}}-
 +
{{!}}failed
 +
{{!}}function
 +
{{!}}A function called when the operation fails.
 
{{!}}}
 
{{!}}}
 
{{!}}}
 
{{!}}}
Line 174: Line 323:
 
{{{!}}
 
{{{!}}
 
!Signature
 
!Signature
−
{{!}}<static> markdone(''interactionId'')
+
{{!}}<static> markdone(''interactionId'', succeeded, failed)
 
{{!}}-
 
{{!}}-
 
!Description
 
!Description
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{{!}}string
 
{{!}}string
 
{{!}}The unique identifier for the interaction.
 
{{!}}The unique identifier for the interaction.
 +
{{!}}-
 +
{{!}}succeeded
 +
{{!}}function
 +
{{!}}A function called when the operation succeeds.
 +
{{!}}-
 +
{{!}}failed
 +
{{!}}function
 +
{{!}}A function called when the operation fails.
 
{{!}}}
 
{{!}}}
 
{{!}}}
 
{{!}}}
Line 202: Line 359:
 
{{{!}}
 
{{{!}}
 
!Signature
 
!Signature
−
{{!}}<static> blockMarkdone(''interactionId'', ''warningMessage'')
+
{{!}}<static> blockMarkdone(''interactionId'', ''warningMessage'', succeeded, failed)
 
{{!}}-
 
{{!}}-
 
!Description
 
!Description
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{{!}}string
 
{{!}}string
 
{{!}}The warning message.
 
{{!}}The warning message.
 +
{{!}}-
 +
{{!}}succeeded
 +
{{!}}function
 +
{{!}}A function called when the operation succeeds.
 +
{{!}}-
 +
{{!}}failed
 +
{{!}}function
 +
{{!}}A function called when the operation fails.
 +
{{!}}}
 +
{{!}}}
 +
 +
===singleStepConference===
 +
{{{!}}
 +
!Signature
 +
{{!}}<static> singleStepConference(''interactionId, targetQuery, userData, extensions, succeeded, failed'')
 +
{{!}}-
 +
!Description
 +
{{!}}Make a single step conference.
 +
{{!}}-
 +
!Parameters
 +
{{!}}
 +
{{{!}}
 +
!Name
 +
!Type
 +
!Description
 +
{{!}}-
 +
{{!}}interactionId
 +
{{!}}string
 +
{{!}}The unique identifier for the interaction.
 +
{{!}}-
 +
{{!}}targetQuery
 +
{{!}}object or string
 +
{{!}}The destination target object, or a character string (for example, phone number).
 +
 +
*If targetQuery is a character string, the Service Client API creates the operation that uses a target of type '''CustomContact''' with a destination set to this value.
 +
*If targetQuery is a JSON object, specify the following sub-parameters:
 +
**'''type (string)''': The target type. The possible values are: "AGENT", "AGENT_GROUP", "SKILL", "INTERACTION_QUEUE", "ROUTING_POINT", and "CUSTOM_CONTACT".
 +
**'''destination (string)''': The destination. The supported values are: the employeeId of an agent, the name of an AgentGroup, the name of a Skill, the name of an InteractionQueue, the name of a RoutingPoint, and a phone number for CustomContact.
 +
{{!}}-
 +
{{!}}userData
 +
{{!}}object
 +
{{!}}The attached user data key/value object. Set an undefined or empty JSON object if you don't want to set any user data.
 +
{{!}}-
 +
{{!}}extensions
 +
{{!}}object
 +
{{!}}The extensions key/value object. Set an undefined or empty JSON object if you don't want to set any extensions. This is not applicable for the chat media.
 +
{{!}}-
 +
{{!}}succeeded
 +
{{!}}function
 +
{{!}}A function called when the operation succeeds.
 +
{{!}}-
 +
{{!}}failed
 +
{{!}}function
 +
{{!}}A function called when the operation fails.
 +
{{!}}}
 +
{{!}}}
 +
 +
===singleStepTransfer===
 +
{{{!}}
 +
!Signature
 +
{{!}}<static> singleStepTransfer(''interactionId, targetQuery, userData, extensions, succeeded, failed'')
 +
{{!}}-
 +
!Description
 +
{{!}}Make a single step transfer.
 +
{{!}}-
 +
!Parameters
 +
{{!}}
 +
{{{!}}
 +
!Name
 +
!Type
 +
!Description
 +
{{!}}-
 +
{{!}}interactionId
 +
{{!}}string
 +
{{!}}The unique identifier for the interaction.
 +
{{!}}-
 +
{{!}}targetQuery
 +
{{!}}object or string
 +
{{!}}The destination target object, or a character string (for example, phone number).
 +
 +
*If targetQuery is a character string, the Service Client API creates the operation that uses a target of type '''CustomContact''' with a destination set to this value.
 +
*If targetQuery is a JSON object, specify the following sub parameters:
 +
**'''type (string)''': The target type. The possible values are: "AGENT", "AGENT_GROUP", "SKILL", "INTERACTION_QUEUE", "ROUTING_POINT", and "CUSTOM_CONTACT".
 +
**'''destination (string)''': The destination. The supported values are: the employeeId of an Agent, the name of an AgentGroup, the name of a Skill, the name of an InteractionQueue, the name of a RoutingPoint, and a phone number for CustomContact.
 +
{{!}}-
 +
{{!}}userData
 +
{{!}}object
 +
{{!}}The attached user data key/value object. Set an undefined or empty JSON object if you don't want to set any user data.
 +
{{!}}-
 +
{{!}}extensions
 +
{{!}}object
 +
{{!}}The extensions key/value object. Set an undefined or empty JSON object if you don't want to set any extensions.
 +
{{!}}-
 +
{{!}}succeeded
 +
{{!}}function
 +
{{!}}A function called when the operation succeeds.
 +
{{!}}-
 +
{{!}}failed
 +
{{!}}function
 +
{{!}}A function called when the operation fails.
 
{{!}}}
 
{{!}}}
 
{{!}}}
 
{{!}}}
Line 227: Line 484:
 
{{{!}}
 
{{{!}}
 
!Signature
 
!Signature
−
{{!}}<static> unblockMarkdone(''interactionId'')
+
{{!}}<static> unblockMarkdone(''interactionId'', succeeded, failed)
 
{{!}}-
 
{{!}}-
 
!Description
 
!Description
Line 242: Line 499:
 
{{!}}string
 
{{!}}string
 
{{!}}The unique interaction identifier of the interaction to prevent the mark done operation.
 
{{!}}The unique interaction identifier of the interaction to prevent the mark done operation.
 +
{{!}}-
 +
{{!}}succeeded
 +
{{!}}function
 +
{{!}}A function called when the operation succeeds.
 +
{{!}}-
 +
{{!}}failed
 +
{{!}}function
 +
{{!}}A function called when the operation fails.
 
{{!}}}
 
{{!}}}
 
{{!}}}
 
{{!}}}
Line 251: Line 516:
 
{{!}}-
 
{{!}}-
 
!Description
 
!Description
−
{{!}}Accept an interaction when it is ringing in Agent Desktop.
+
{{!}}Accept an interaction when it is ringing in Agent Workspace.
 
{{!}}-
 
{{!}}-
 
!Parameters
 
!Parameters
Line 265: Line 530:
 
{{!}}-
 
{{!}}-
 
{{!}}succeeded
 
{{!}}succeeded
−
{{!}}string
+
{{!}}function
−
{{!}}The callback function to use if the operation is successful.
+
{{!}}A function called when the operation succeeds.
 
{{!}}-
 
{{!}}-
 
{{!}}failed
 
{{!}}failed
−
{{!}}string
+
{{!}}function
−
{{!}}The callback function to use if the operation fails.
+
{{!}}A function called when the operation fails.
 
{{!}}}
 
{{!}}}
 
{{!}}}
 
{{!}}}
Line 280: Line 545:
 
{{!}}-
 
{{!}}-
 
!Description
 
!Description
−
{{!}}Reject an interaction when it is ringing in Agent Desktop.
+
{{!}}Reject an interaction when it is ringing in Agent Workspace.
 
{{!}}-
 
{{!}}-
 
!Parameters
 
!Parameters
Line 294: Line 559:
 
{{!}}-
 
{{!}}-
 
{{!}}succeeded
 
{{!}}succeeded
−
{{!}}string
+
{{!}}function
−
{{!}}The callback function to use if the operation is successful.
+
{{!}}A function called when the operation succeeds.
 
{{!}}-
 
{{!}}-
 
{{!}}failed
 
{{!}}failed
−
{{!}}string
+
{{!}}function
−
{{!}}The callback function to use if the operation fails.
+
{{!}}A function called when the operation fails.
 
{{!}}}
 
{{!}}}
 
{{!}}}
 
{{!}}}
Line 311: Line 576:
 
*{{Link-SomewhereInThisManual|topic=InteractionNamespace|anchor=Interaction|display text=Interaction}}
 
*{{Link-SomewhereInThisManual|topic=InteractionNamespace|anchor=Interaction|display text=Interaction}}
 
*{{Link-SomewhereInThisManual|topic=InteractionNamespace|anchor=Party|display text=Party}}
 
*{{Link-SomewhereInThisManual|topic=InteractionNamespace|anchor=Party|display text=Party}}
 +
*{{Link-SomewhereInThisManual|topic=InteractionNamespace|anchor=Contact|display text=Contact}}
  
 
===Interaction===
 
===Interaction===
Line 437: Line 703:
 
{{!}}string
 
{{!}}string
 
{{!}}The unique connection ID from the T-Server.
 
{{!}}The unique connection ID from the T-Server.
 +
{{!}}-
 +
{{!}}contact
 +
{{!}}{{Link-SomewhereInThisManual|topic=InteractionNamespace|anchor=Contact|display text=interaction.Contact}}
 +
{{!}}An object representing the contact's information.
 
{{!}}}
 
{{!}}}
 
{{!}}}
 
{{!}}}
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{{!}}string
 
{{!}}string
 
{{!}}The name of the party.
 
{{!}}The name of the party.
 +
{{!}}}
 +
{{!}}}
 +
 +
{{AnchorDiv|contact}}
 +
===Contact===
 +
{{{!}}
 +
!Description
 +
{{!}}Represents the JSON structure of a contact.
 +
{{!}}-
 +
!Type
 +
{{!}}Object
 +
{{!}}-
 +
!Properties
 +
{{!}}
 +
{{{!}}
 +
!Name
 +
!Type
 +
!Description
 +
{{!}}-
 +
{{!}}displayName
 +
{{!}}string
 +
{{!}}The contact's display name.
 +
{{!}}-
 +
{{!}}firstNname
 +
{{!}}string
 +
{{!}}The contact's first name.
 +
{{!}}-
 +
{{!}}lastName
 +
{{!}}string
 +
{{!}}The contact's last name.
 
{{!}}}
 
{{!}}}
 
{{!}}}
 
{{!}}}

Latest revision as of 13:44, February 22, 2023

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.

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

Methods

The Interaction namespace includes the following methods:

completeConference

Signature <static> completeConference(consultInteractionId, succeeded, failed)
Description Completes a conference.
Parameters
Name Type Description
consultInteractionId string The unique identifier for the consultation interaction.
succeeded function A function called when the operation succeeds.
failed function A function called when the operation fails.

completeTransfer

Signature <static> completeTransfer(consultInteractionId, succeeded, failed)
Description Completes a transfer.
Parameters
Name Type Description
consultInteractionId string The unique identifier for the consultation interaction.
succeeded function A function called when the operation succeeds.
failed function A function called when the operation fails.

consult

Signature <static> consult(interactionId, targetQuery, userData, extensions, succeeded, failed)
Description Make a consultation interaction.
Parameters
Name Type Description
interactionId string The unique identifier for the interaction.
targetQuery object or string The destination target object, or a character string (for example, phone number).
  • If targetQuery is a character string, the Service Client API creates the operation that uses a target of type CustomContact with a destination set to this value.
  • If targetQuery is a JSON object, specify the following sub-parameters:
    • target (string): The target type. The possible values are: "AGENT", "AGENT_GROUP", "SKILL", "INTERACTION_QUEUE", "ROUTING_POINT", and "CUSTOM_CONTACT".
    • destination (string): The destination. The supported values are: the employeeId of an agent, the name of an AgentGroup, the name of a Skill, the name of an InteractionQueue, the name of a RoutingPoint, and a phone number for CustomContact.
    • [media] (string): An optional media used to make the consultation. If not specified, uses the same media as the specified interaction. For example, if the interaction has a "chat" media, and you want to make a voice consultation, you must specify "voice" here.
userData object The attached user data key/value object. Set an undefined or empty JSON object if you don't want to set any user data.
extensions object The extensions key/value object. Set an undefined or empty JSON object if you don't want to set any extensions. This is not applicable for the chat media.
succeeded function A function called when the operation succeeds.
failed function A function called when the operation fails.

deleteUserData

Signature <static> deleteUserData(interactionId, key, succeeded, failed)
Description Deletes the user data attached to the interaction. The List of User Data Write Allowed setting in Agent Setup or the service-client-api.user-data.write-allowed configuration option 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.
succeeded function A function called when the operation succeeds.
failed function A function called when the operation fails.

getByInteractionId

Signature <static> getByInteractionId(interactionId, succeeded, failed) → {interaction.Interaction}
Description Gets an interaction by its unique identifier.
Parameters
Name Type Description
interactionId string The unique identifier for the interaction.
succeeded function A function called when the operation succeeds.
failed function A function called when the operation fails.
Returns interaction.Interaction or null if the interaction doesn't exist.

getInteractions

Signature <static> getInteractions(succeeded, failed) → {Array.<interaction.Interaction>}
Description Gets all the interactions.
Parameters
Name Type Description
succeeded function A function called when the operation succeeds.
failed function A function called when the operation fails.
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.
succeeded function A function called when the operation succeeds.
failed function A function called when the operation fails.

setUserData

Signature <static> setUserData(interactionId, keyValues, succeeded, failed)
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 setting in Agent Setup or the service-client-api.user-data.write-allowed configuration option 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.
succeeded function A function called when the operation succeeds.
failed function A function called when the operation fails.

markdone

Signature <static> markdone(interactionId, succeeded, failed)
Description Mark done the selected interaction.
Parameters
Name Type Description
interactionId string The unique identifier for the interaction.
succeeded function A function called when the operation succeeds.
failed function A function called when the operation fails.

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, succeeded, failed)
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.
succeeded function A function called when the operation succeeds.
failed function A function called when the operation fails.

singleStepConference

Signature <static> singleStepConference(interactionId, targetQuery, userData, extensions, succeeded, failed)
Description Make a single step conference.
Parameters
Name Type Description
interactionId string The unique identifier for the interaction.
targetQuery object or string The destination target object, or a character string (for example, phone number).
  • If targetQuery is a character string, the Service Client API creates the operation that uses a target of type CustomContact with a destination set to this value.
  • If targetQuery is a JSON object, specify the following sub-parameters:
    • type (string): The target type. The possible values are: "AGENT", "AGENT_GROUP", "SKILL", "INTERACTION_QUEUE", "ROUTING_POINT", and "CUSTOM_CONTACT".
    • destination (string): The destination. The supported values are: the employeeId of an agent, the name of an AgentGroup, the name of a Skill, the name of an InteractionQueue, the name of a RoutingPoint, and a phone number for CustomContact.
userData object The attached user data key/value object. Set an undefined or empty JSON object if you don't want to set any user data.
extensions object The extensions key/value object. Set an undefined or empty JSON object if you don't want to set any extensions. This is not applicable for the chat media.
succeeded function A function called when the operation succeeds.
failed function A function called when the operation fails.

singleStepTransfer

Signature <static> singleStepTransfer(interactionId, targetQuery, userData, extensions, succeeded, failed)
Description Make a single step transfer.
Parameters
Name Type Description
interactionId string The unique identifier for the interaction.
targetQuery object or string The destination target object, or a character string (for example, phone number).
  • If targetQuery is a character string, the Service Client API creates the operation that uses a target of type CustomContact with a destination set to this value.
  • If targetQuery is a JSON object, specify the following sub parameters:
    • type (string): The target type. The possible values are: "AGENT", "AGENT_GROUP", "SKILL", "INTERACTION_QUEUE", "ROUTING_POINT", and "CUSTOM_CONTACT".
    • destination (string): The destination. The supported values are: the employeeId of an Agent, the name of an AgentGroup, the name of a Skill, the name of an InteractionQueue, the name of a RoutingPoint, and a phone number for CustomContact.
userData object The attached user data key/value object. Set an undefined or empty JSON object if you don't want to set any user data.
extensions object The extensions key/value object. Set an undefined or empty JSON object if you don't want to set any extensions.
succeeded function A function called when the operation succeeds.
failed function A function called when the operation fails.

unblockMarkdone

Signature <static> unblockMarkdone(interactionId, succeeded, failed)
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.
succeeded function A function called when the operation succeeds.
failed function A function called when the operation fails.

accept

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

reject

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

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.
contact interaction.Contact An object representing the contact's information.

Party

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

Contact

Description Represents the JSON structure of a contact.
Type Object
Properties
Name Type Description
displayName string The contact's display name.
firstNname string The contact's first name.
lastName string The contact's last name.
Retrieved from "https://all.docs.genesys.com/PEC-Developer/Current/SCAPI/InteractionNamespace (2025-07-05 18:55:49)"
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