User: Corinneh/VoiceMCSEvents
Contents
Voice Microservices event topics[ | edit source]
Topics available in Kafka event streaming[ | edit source]
Voice Microservices provide the following topics for Kafka event streaming.
Topic name=voice-agentstate
Topic used for=Agent events
Topic message key="{tenant_id}:{agent_id}" template
Topic name=voice-callthread
Topic used for=Call events
Topic message key="{tenant_id}:{callthread_id}" template
Events produced for each available topic[ | edit source]
The "grouping" attribute used in this documentation is not part of the topic or event structure in any way. Each grouping name is then used as section headings to group together similar events based on the purpose of events and the type of information that they convey.
Topic=voice-agentstate
Grouping=Agent state and DN events
Events list=
- EventAgentLogin
- EventAgentLogout
- EventQueueLogout
- EventAgentReady
- EventAgentNotReady
- EventDNOutOfService
- EventDNBackInService
- EventDNDOn
- EventDNDOff
- EventForwardSet
- EventForwardCancel
- EventMonitoringNextCall
- EventMonitoringCancelled
- EventOffHook
- EventOnHook
- EventMuteOn
- EventMuteOff
- EventListenDisconnected
- EventListenReconnected
- EventMessageWaitingOn
- EventMessageWaitingOff
Topic=voice-callthread
Grouping=Call Handling and Transfer/Conference Events
Events list=
- EventDialing
- EventRinging
- EventEstablished
- EventAbandoned
- EventDestinationBusy
- EventDiverted
- EventHeld
- EventNetworkReached
- EventPartyAdded
- EventPartyChanged
- EventPartyDeleted
- EventQueued
- EventBridged
- EventReleased
- EventRetrieved
Topic=voice-callthread
Grouping=Call Routing Events
Events list=
- EventRouteRequest
- EventRouteUsed
Topic=voice-callthread
Grouping=Call Treatment Events
Events list=
- EventTreatmentApplied
- EventTreatmentEnd
- EventTreatmentNotApplied
- EventTreatmentRequired
Event descriptions[ | edit source]
This section contains event descriptions.
Agent state and DN events[ | edit source]
Voice Microservices support the following agent state and DN events.
EventAgentLogin[ | edit source]
The agent has logged in to the ACD group specified by ThisQueue. Multiple agent logins are allowed for the same DN and agent ID combination (since EventAgentLogin does not indicate by itself a transition of agent state).
| Event attribute | Description |
|---|---|
| Agent ID | (optional) XXX
AgentID must be present if the agent is logged in through T-Server or if the information is available. |
| CustomerID | (optional) |
| Event | (mandatory) |
| Reasons | (optional) |
| ReferenceID | (optional) |
| Server | (mandatory) |
| ThisDN | (mandatory) |
| ThisQueue | (optional) |
| time | (mandatory) |
| AgentWorkMode Corinne's Note: This was "WorkMode" in the legacy document, but your examples show it as AgentWorkMode for Kafka events. I'm assuming it is always AgentWorkMode for this document. | (optional) |
| Extensions | (optional) XXX
If present, the Extensions attribute can include a ReasonCode value specifically used to communicate hardware reasons. |
Example:
{ "id": EventAgentLogin, AgentID, ThisDN, AgentWorkMode, Extensions: {}}