Event attributes

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This topic is part of the manual Voice Microservices Events and Models Reference for version Current of Voice Microservices.

Learn about the attributes that make up the events.



Agent ID

Events that use the attribute
Description This parameter uniquely identifies the ACD agent.


AgentWorkMode

Events that use the attribute
Description This attribute indicates the agent/supervisor-related current work mode.


ANI

Events that use the attribute
Description Automatic Number Identification. Indicates the telephony-company charge number.


CallHistory

Events that use the attribute
Description Information about transferring/routing of the call through a multisite contact center network. Typically used to keep track of a call in multisite contact centers.


CallID

Events that use the attribute
Description This attribute contains the call identification provided by the switch, which uniquely identifies a call. As opposed to ConnID that is assigned by Voice Microservices, CallID is created by the switch when the incoming call arrives, or when agent/system out-dial calls are created. The attribute must be present if the switch generates and distributes the corresponding parameter to Voice Microservices. (CallID is zero as long as the switch does not provide that information to Voice Microservices.)


CallState

Events that use the attribute
Description The current status of the call the event relates to.


CallThreadID

Events that use the attribute
Description The call thread identifier of the call.


CallType

Events that use the attribute
Description The type of call in question.


Cause

Events that use the attribute
Description For network calls, the reason for transitions to certain states — Routing and NoParty. This helps clarify delivery failure, such as Busy or NoAnswer.


CollectedDigits

Events that use the attribute
Description A pointer to the digits that have been collected from the calling party.


ConnID

Events that use the attribute
Description A current connection identifier of the call to which this event relates.

Connection ID structure

Byte Bits
0 1 2 3 4 5 6 7
0 Reserved Global Server Identifier
1 Global Server Identifier
2 Local Connection Identifier
3 Local Connection Identifier
4 Local Connection Identifier
5 Local Connection Identifier
6 Local Connection Identifier
7 Local Connection Identifier

ConnID Parameters
Reserved (bits 0 and 1): Bits reserved for future usage.

Global Server Identifier (bits 2-15): 0 is a global server identifier.

Local Connection Identifier (bits 16-63): Local identifier of the call this event relates to.


CustomerID

Events that use the attribute
Description 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 multitenant contact center.


DNIS

Events that use the attribute
Description Directory Number Information Service. The directory number to which the inbound call has been made.


ErrorCode

Events that use the attribute
Description This attribute contains a value that indicates why a client request failed.


ErrorMessage

Events that use the attribute
Description A pointer to the character string containing additional information about an error.


Extensions

Events that use the attribute
Description 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 Events section. Some extensions for requests permit tuning of Voice Microservices operations.

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


id

Events that use the attribute
Description The event name.


InfoStatus

Events that use the attribute
  • Mandatory: This attribute is not mandatory for any events.
  • Optional: EventForwardSet
Description The InfoType information about the telephony object specified by ThisDN and/or ThisQueue.


LastCollectedDigit

Events that use the attribute
Description The last digit collected from the calling party.


MonitorNextCallType

Events that use the attribute
  • Mandatory: This attribute is not mandatory for any events.
  • Optional: This attribute is not optional for any events.
Description Indicates whether to monitor one (MonitorOneCall (0)) or all (MonitorAllCalls (1)) of the next calls.


NetworkCallID

Events that use the attribute
Description In the case of network routing, the call identifier assigned by the switch where the call initially arrived.


NetworkNodeID

Events that use the attribute
Description In the case of network routing, the identifier of the switch where the call initially arrived.


OtherDN

Events that use the attribute
Description The directory number of the second most significant telephony object (except an ACD group or trunk group) with respect to the event in question. The application does not have to be registered to this directory number to receive the event in question.


OtherDNRole

Events that use the attribute
Description The role of the telephony object specified by OtherDN in the event in question.


OtherQueue

Events that use the attribute
Description The directory number of the second most significant ACD group with respect to the event in question.


OtherTrunk

Events that use the attribute
Description The identifier of the second most significant trunk group with respect to the event in question.


PreviousConnID

Events that use the attribute
Description This attribute links two associated calls. For example, events related to an original call include the connection ID of a consultation call; events related to a consultation call include the connection ID of the original call. For more information, see ConnID.

WARNING:
When EventPartyChanged is generated for the party that is still only involved in an original call (that is, ConnID has not been changed during a two-step operation), the PreviousConnID attribute is equal to ConnID of the original call.


Reasons

Events that use the attribute
Description 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 an event 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. For more information, see Persistent reasons.

Switch information of a similar nature to the Genesys Reasons attribute is sometimes available, but those switch reasons are passed in the Extensions attribute.

Persistent reasons

There are times when the value of the Reasons attribute does not pertain to the most recent activity related to the DN or device in question. Such reasons are considered persistent or current. In particular, TQueryAddress and TRegisterAddress return the current reason for a DN. This allows applications to retrieve the state of a DN, with its associated reason, at the time of startup or restart and improves metrics quality and accuracy.

In any given instance, the value of the Reasons attribute is stored by Voice Microservices in a TKVList. Voice Microservices, however, do not control the context for this list. It therefore becomes the job of the application receiving this value as part of an event to interpret it appropriately. This is not always straightforward, since Voice Microservices only preserve one reason for a given DN at any given time.

Additionally, Voice Microservices store only reasons that arrive from successful requests. If you receive an error in response to, for instance, an AgentNotReady request (because the agent or DN could not be set to the Not Ready state), the reason that you passed with the request is not preserved, and the reason from the previous successful request is still active.

To erase a reason completely, applications need to pass an empty TKVList in a request (and receive successful confirmation). Requests with NULL as the reason do not affect the current reason.

To change a reason without changing the state of the agent or DN, you can send a request with a different reason several times.

Voice Microservices synchronize Reasons attributes with a backup system for use in failover, but there is no resynchronization of these attributes at the time of the backup system's reconnection.


ReferenceID

Events that use the attribute
Description (Use is internal to Voice Microservices.) ReferenceID is the identifier generated by Voice Microservices or a TSetReferenceID() function call and attached to the request a client sends to Voice Microservices. Every time a client sends a request to Voice Microservices, it uses the current ReferenceID (increasing it by one each time). In response, Voice Microservices generate an event. The resulting event includes the same ReferenceID that was attached to the request only in the response to the client who initiated the request, as acknowledgment that the request has been fulfilled. If the request fails, EventError is sent only to the requestor.

For more information, see the following table, which lists the events in which you will find the ReferenceID corresponding to that found with the request that prompted its assignment initially.

ReferenceID in events that correspond to requests

Request Event
General Requests
TOpenServer Not Applicable
TOpenServerEx Not Applicable
TDispatch Not Applicable
TCloseServer Not Applicable
TScanServer Not Applicable
TScanServerEx Not Applicable
TSetInputMask EventACK
Registration Requests
TRegisterAddress a EventRegistered
TUnregisterAddress a EventUnregistered
Call Handling Requests
TAnswerCall EventEstablished
TClearCall EventReleased
THoldCall EventHeld
TMakeCall EventDialing
TMakePredictiveCall EventDialing
TReleaseCall EventReleased
TRetrieveCall EventRetrieved
TRedirectCall EventReleased
Transfer/Conference Requests
TInitiateConference EventDialing
TInitiateTransfer EventDialing
TCompleteConference EventReleased
TCompleteTransfer First arriving EventReleased
TDeleteFromConference EventPartyDeleted or EventReleased
TReconnectCall EventRetrieved
TMergeCalls EventReleased
TMuteTransfer EventDialing
TAlternateCall EventHeld
TSingleStepConference EventPartyAdded or EventRinging
TSingleStepTransfer EventReleased
Call-Routing Requests
TRouteCall EventRouteUsed
Call Treatment Requests
TApplyTreatment EventTreatmentApplied+

EventTreatmentEnd or
EventTreatmentNotApplied

TGiveMusicTreatment EventTreatmentApplied
TGiveRingBackTreatment EventTreatmentApplied
TGiveSilenceTreatment EventTreatmentApplied
DTMF Requests
TCollectDigits EventDigitsCollected
TSendDTMF EventDTMFSent
Voice-Mail Requests
TOpenVoiceFile EventVoiceFileOpened
TCloseVoiceFile EventVoiceFileClosed
TLoginMailBox EventMailBoxLogin
TLogoutMailBox EventMailBoxLogout
TPlayVoice EventVoiceFileEndPlay
Agent and DN Feature Requests
TAgentLogin EventAgentLogin
TAgentLogout EventAgentLogout or EventQueueLogout
TAgentSetReady EventAgentReady
TAgentSetNotReady EventAgentNotReady
TCallSetForward EventForwardSet
TCallCancelForward EventForwardCancel
TMonitorNextCall EventMonitoringNextCall
TCancelMonitoring EventMonitoringCancelled
TSetMuteOff EventMuteOff
TSetMuteOn EventMuteOn
TListenDisconnect EventListenDisconnected
TListenReconnect EventListenReconnected
TSetDNDOn EventDNDOn
TSetDNDOff EventDNDOff
TSetMessageWaitingOn EventMessageWaitingOn
TSetMessageWaitingOff EventMessageWaitingOff
Query Requests
TQueryAddress a EventAddressInfo
TQueryCall a EventPartyInfo
TQueryLocation a EventLocationInfo
TQueryServer a EventServerInfo
TQuerySwitch a EventSwitchInfo
User-Data Requests
TAttachUserData EventAttachedDataChanged
TUpdateUserData EventAttachedDataChanged
TDeleteUserData EventAttachedDataChanged
TDeleteAllUserData EventAttachedDataChanged
Special Requests
TReserveAgent EventAgentReserved
TSendUserEvent EventACK
TSendEvent EventACK
TSendEventEx EventACK
TSetCallAttributes EventCallInfoChanged
TPrivateService EventPrivateInfo or EventAck

a Only the requestor will receive a notification of the event associated with this request.


Server

Events that use the attribute
Description A unique identifier assigned by Voice Microservices to the connection between a client and Voice Microservices.


ThirdPartyDN

Events that use the attribute
Description The directory number of the third most significant telephony object (except an ACD group or trunk group) with respect to the event in question. The application does not have to be registered to this directory number to receive the event in question.


ThirdPartyDNRole

Events that use the attribute
Description The role of the telephony object specified by ThirdPartyDN in the event in question.


ThirdPartyQueue

Events that use the attribute
  • Mandatory: This attribute is not mandatory for any events.
  • Optional: EventDiverted
Description The directory number of the third most significant ACD group with respect to the event in question.


ThisDN

Events that use the attribute
Description 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.


ThisDNRole

Events that use the attribute
Description The role of the telephony object specified by ThisDN in the event in question.


ThisQueue

Events that use the attribute
Description The directory number of the most significant ACD group with respect to the event in question.


ThisTrunk

Events that use the attribute
Description The identifier of the most significant trunk with respect to the event in question.


time

Events that use the attribute
Description The structure specifies event generation time that is expressed in elapsed seconds and microseconds since 00:00 GMT, January 1, 1970 (zero hour).


TransferConnID

Events that use the attribute
Description Containes the ConnID of the call for which transfer or conference was initiated.


TreatmentParms

Events that use the attribute
Description Contains parameters to be used for the treatment.


TreatmentType

Events that use the attribute
Description The type of treatment to be applied to the telephony object in question.


UserData

Events that use the attribute
Description Specifies the pointer to the call-related user data.


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