User: Corinneh/VoiceMCSEvents

Voice Microservices event topics

Topics available in Kafka event streaming

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

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

This section contains event descriptions.

Agent state and DN events

Voice Microservices support the following agent state and DN events.

EventAgentLogin

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) This parameter uniquely identifies the ACD agent. AgentID must be present if the agent is logged in through T-Server or if the information is available.
CustomerID	(optional) A pointer to the string containing the assigned Customer (Tenant) identifier through which the processing of the call was initiated. The attribute must be present in every event for a multi-tenant contact center.
Event	(mandatory) The event identifier.
Reasons	(optional) A pointer to an additional data structure that provides reasons for and results of actions taken by the user of ThisDN. Any Reasons attribute that appears in TEvent is taken directly from the corresponding request. (See ReferenceID in Events That Correspond to Requests.) There is no other source for the information found in the content of the Reasons attribute. That is, no Reasons attribute should be expected for an event that is unsolicited. An event with no reference ID has no identifiable request that prompted it. See Persistent Reasons for more information. (Switch information of a similar nature to this Genesys Reasons attribute is sometimes available, but those switch reasons are passed in the Extensions attribute.)
ReferenceID	(optional) ReferenceID is the identifier generated by T-Library or a TSetReferenceID() function call and attached to the request a client sends to T-Server. Every time a client sends a request to T-Server, it uses the current ReferenceID (increasing it by one each time). In response, T-Server generates an event. Only in the response to the client who initiated the request, as acknowledgment that the request has been fulfilled, the resulting event includes the same ReferenceID that was attached to the request. If the request fails, EventError will be sent only to the requestor. For additional information, see the ReferenceID in Events That Correspond to Requests table, which lists the events in which you will find the ReferenceID corresponding to that found with the request that prompted its assignment initially. For a limited number of specific requests, as noted in the ReferenceID in Events That Correspond to Requests table, T-Server may send more than one event with the same ReferenceID.
Server	(mandatory) A local server handle to the T-Server in question. In other words, a unique identifier assigned by T-Library to the connection between a client and T-Server.
ThisDN	(mandatory) The directory number of the most significant telephony object (except an ACD group or trunk group) with respect to the event in question. The application must be registered to this directory number to receive the event in question.
ThisQueue	(optional) The directory number of the most significant ACD group with respect to the event in question.
time	(mandatory) The structure specifies event generation time that is expressed in elapsed seconds and microseconds since 00:00 GMT, January 1, 1970 (zero hour). For more information, refer to the type Time in your API reference.
AgentWorkMode Corinne's Note: This was "WorkMode" in the legacy document, but json examples show it as AgentWorkMode for Kafka events. Which should I use for the Kafka event attribute name?	(optional) This attribute indicates the agent/supervisor-related current work mode.
Extensions	(optional) A pointer to an additional data structure that takes into account switch-specific features that cannot be described by the other parameters in an event or a request. Extensions that are specific to particular events are noted with their event information in the T-Library Events section. Some extensions for requests, however, are applicable to all T-Servers, and permit tuning of T-Server operations. If present, the Extensions attribute can include a ReasonCode value specifically used to communicate hardware reasons.

Example:
{ "id": EventAgentLogin, AgentID, ThisDN, AgentWorkMode, Extensions: {}}