Agent state and DN events

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

Find information about the agent state and DN events that Voice Microservices produce.

Agent state and DN events are stored in the voice-agentstate topic.

Voice Microservices support the following agent state and DN events, which are described on this page. Click the attribute names in the tables below to see fuller descriptions of the attributes.



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).

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.

Event attribute Short description
Event attribute Short description
id (mandatory) The event name.
Server (mandatory) A unique identifier assigned by Voice Microservices to the connection between a client and Voice Microservices.
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.
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).
Agent ID (optional) This parameter uniquely identifies the ACD agent.
CustomerID (optional) A pointer to the string containing the assigned Customer (Tenant) identifier through which the processing of the call was initiated.
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.
Reasons (optional) A pointer to an additional data structure that provides reasons for and results of actions taken by the user of ThisDN.
ReferenceID (optional) (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.
ThisQueue (optional) The directory number of the most significant ACD group with respect to the event in question.



EventAgentLogout

The agent has logged out of the ACD group specified by ThisQueue.

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. (EventQueueLogout, on the other hand, indicates that an agent remains logged in to some other ACD queue. For more information, see EventQueueLogout.)

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.

Event attribute Short description
Event attribute Short description
id (mandatory) The event name.
Server (mandatory) A unique identifier assigned by Voice Microservices to the connection between a client and Voice Microservices.
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.
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).
Agent ID (optional) This parameter uniquely identifies the ACD agent.
CustomerID (optional) A pointer to the string containing the assigned Customer (Tenant) identifier through which the processing of the call was initiated.
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.
Reasons (optional) A pointer to an additional data structure that provides reasons for and results of actions taken by the user of ThisDN.
ReferenceID (optional) (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.
ThisQueue (optional) The directory number of the most significant ACD group with respect to the event in question.



EventQueueLogout

The agent has logged out of the ACD queue specified by ThisQueue, but remains logged in to some other ACD queue.

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.

Event attribute Short description
Event attribute Short description



EventAgentReady

The agent is ready to receive ACD calls.

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.

Event attribute Short description
Event attribute Short description
AgentWorkMode (mandatory) This attribute indicates the agent/supervisor-related current work mode.
id (mandatory) The event name.
Server (mandatory) A unique identifier assigned by Voice Microservices to the connection between a client and Voice Microservices.
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.
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).
CustomerID (optional) A pointer to the string containing the assigned Customer (Tenant) identifier through which the processing of the call was initiated.
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.
Reasons (optional) A pointer to an additional data structure that provides reasons for and results of actions taken by the user of ThisDN.
ReferenceID (optional) (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.
ThisQueue (optional) The directory number of the most significant ACD group with respect to the event in question.



EventAgentNotReady

The agent is not ready to receive ACD calls.

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.

Event attribute Short description
Event attribute Short description
id (mandatory) The event name.
Server (mandatory) A unique identifier assigned by Voice Microservices to the connection between a client and Voice Microservices.
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.
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).
AgentWorkMode (optional) This attribute indicates the agent/supervisor-related current work mode.
CustomerID (optional) A pointer to the string containing the assigned Customer (Tenant) identifier through which the processing of the call was initiated.
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.
Reasons (optional) A pointer to an additional data structure that provides reasons for and results of actions taken by the user of ThisDN.
ReferenceID (optional) (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.
ThisQueue (optional) The directory number of the most significant ACD group with respect to the event in question.



EventDNOutOfService

The DN specified in the ThisDN attribute is out of service and cannot make or receive calls. This event is generated when an out-of-service state is first detected or when a new client registers on a DN known to be out of service.

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.

Event attribute Short description
Event attribute Short description
id (mandatory) The event name.
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.
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.



EventDNBackInService

The DN specified in the ThisDN attribute is back in service and can make or receive calls. This event is generated when a DN, which has been out of service and for which the EventDNOutOfService was previously distributed, returns to service.

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.

Event attribute Short description
Event attribute Short description
id (mandatory) The event name.
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.
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.



EventDNDOn

The Do-Not-Disturb (DND) feature has been turned on for the telephony object specified by ThisDN.

Event attribute Short description
Event attribute Short description
id (mandatory) The event name.
Server (mandatory) A unique identifier assigned by Voice Microservices to the connection between a client and Voice Microservices.
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.
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).
CustomerID (optional) A pointer to the string containing the assigned Customer (Tenant) identifier through which the processing of the call was initiated.
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.
Reasons (optional) A pointer to an additional data structure that provides reasons for and results of actions taken by the user of ThisDN.
ReferenceID (optional) (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.



EventDNDOff

The Do-Not-Disturb (DND) feature has been turned off for the telephony object specified by ThisDN.

Event attribute Short description
Event attribute Short description
id (mandatory) The event name.
Server (mandatory) A unique identifier assigned by Voice Microservices to the connection between a client and Voice Microservices.
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.
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).
CustomerID (optional) A pointer to the string containing the assigned Customer (Tenant) identifier through which the processing of the call was initiated.
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.
Reasons (optional) A pointer to an additional data structure that provides reasons for and results of actions taken by the user of ThisDN.
ReferenceID (optional) (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.



EventForwardSet

The Forwarding feature has been turned on for the telephony object specified by ThisDN.

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.

Event attribute Short description
Event attribute Short description
id (mandatory) The event name.
Server (mandatory) A unique identifier assigned by Voice Microservices to the connection between a client and Voice Microservices.
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.
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).
CustomerID (optional) A pointer to the string containing the assigned Customer (Tenant) identifier through which the processing of the call was initiated.
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.
InfoStatus (optional) The InfoType information about the telephony object specified by ThisDN and/or ThisQueue.
OtherDN (optional) The directory number of the second most significant telephony object (except an ACD group or trunk group) with respect to the event in question.
Reasons (optional) A pointer to an additional data structure that provides reasons for and results of actions taken by the user of ThisDN.
ReferenceID (optional) (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.



EventForwardCancel

The Forwarding feature has been turned off for the telephony object specified by ThisDN.

Event attribute Short description
Event attribute Short description
id (mandatory) The event name.
Server (mandatory) A unique identifier assigned by Voice Microservices to the connection between a client and Voice Microservices.
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.
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).
CustomerID (optional) A pointer to the string containing the assigned Customer (Tenant) identifier through which the processing of the call was initiated.
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.
Reasons (optional) A pointer to an additional data structure that provides reasons for and results of actions taken by the user of ThisDN.
ReferenceID (optional) (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.



EventMonitoringNextCall

A request to monitor the next call(s) has been accepted. The event is delivered to the applications on the supervisor's and agent's desktops.

A supervisor who monitors calls as a result of the TMonitorNextCall() request is able to hear and participate in conversations on the monitored DN. If it is necessary to receive events associated with conversations, the supervisor's soft phone must be registered with the various DNs that might be monitored.

When the event is delivered to an application on the supervisor’s desktop, ThisDN is set to the supervisor’s DN and ThisDNRole is set to DNRoleObserver. When the event is delivered to an application on the agent’s desktop, ThisDN is set to the agent’s DN and ThisDNRole is set to DNRoleDestination.

When the event is delivered to an application on the supervisor’s desktop, OtherDN is set to the agent’s DN and OtherDNRole is set to DNRoleDestination. When the event is delivered to an application on the agent’s desktop, OtherDN is set to the supervisor’s DN and OtherDNRole is set to DNRoleObserver.

Event attribute Short description
Event attribute Short description



EventMonitoringCancelled

The call monitoring has been canceled, either by a separate call to the TMonitorNextCall() function or to the TCancelMonitoring() function. The event is delivered to the applications on the supervisor's and agent's desktops.

When the event is delivered to an application on the supervisor’s desktop, ThisDN is set to the supervisor’s DN and ThisDNRole is set to DNRoleObserver. When the event is delivered to an application on the agent’s desktop, ThisDN is set to the agent’s DN and ThisDNRole is set to DNRoleDestination.

When the event is delivered to an application on the supervisor’s desktop, OtherDN is set to the agent’s DN and OtherDNRole is set to DNRoleDestination. When the event is delivered to an application on the agent’s desktop, OtherDN is set to the supervisor’s DN and OtherDNRole is set to DNRoleObserver.

Event attribute Short description
Event attribute Short description



EventOffHook

The telephony object specified by ThisDN has gone off-hook.

Event attribute Short description
Event attribute Short description
id (mandatory) The event name.
Server (mandatory) A unique identifier assigned by Voice Microservices to the connection between a client and Voice Microservices.
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.
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).
CallHistory (optional) Information about transferring/routing of the call through a multisite contact center network.
CallID (optional) This attribute contains the call identification provided by the switch, which uniquely identifies a call.
CallState (optional) The current status of the call the event relates to.
CallType (optional) The type of call in question.
ConnID (optional) A current connection identifier of the call to which this event relates.
CustomerID (optional) A pointer to the string containing the assigned Customer (Tenant) identifier through which the processing of the call was initiated.
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.
NetworkCallID (optional) In the case of network routing, the call identifier assigned by the switch where the call initially arrived.
NetworkNodeID (optional) In the case of network routing, the identifier of the switch where the call initially arrived.
ThisTrunk (optional) The identifier of the most significant trunk with respect to the event in question.
UserData (optional) Specifies the pointer to the call-related user data.



EventOnHook

The telephony object specified by ThisDN has gone on-hook.

Event attribute Short description
Event attribute Short description
id (mandatory) The event name.
Server (mandatory) A unique identifier assigned by Voice Microservices to the connection between a client and Voice Microservices.
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.
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).
CallHistory (optional) Information about transferring/routing of the call through a multisite contact center network.
CallID (optional) This attribute contains the call identification provided by the switch, which uniquely identifies a call.
ConnID (optional) A current connection identifier of the call to which this event relates.
CustomerID (optional) A pointer to the string containing the assigned Customer (Tenant) identifier through which the processing of the call was initiated.
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.
NetworkCallID (optional) In the case of network routing, the call identifier assigned by the switch where the call initially arrived.
NetworkNodeID (optional) In the case of network routing, the identifier of the switch where the call initially arrived.
ThisDNRole (optional) The role of the telephony object specified by ThisDN in the event in question.
ThisTrunk (optional) The identifier of the most significant trunk with respect to the event in question.
UserData (optional) Specifies the pointer to the call-related user data.



EventMuteOn

A party identified by ThisDN is now in the Mute mode.

Event attribute Short description
Event attribute Short description
ConnID (mandatory) A current connection identifier of the call to which this event relates.
id (mandatory) The event name.
ThisDNRole (mandatory) The role of the telephony object specified by ThisDN in the event in question.
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.
CustomerID (optional) A pointer to the string containing the assigned Customer (Tenant) identifier through which the processing of the call was initiated.
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.
NetworkCallID (optional) In the case of network routing, the call identifier assigned by the switch where the call initially arrived.
NetworkNodeID (optional) In the case of network routing, the identifier of the switch where the call initially arrived.
Reasons (optional) A pointer to an additional data structure that provides reasons for and results of actions taken by the user of ThisDN.
ReferenceID (optional) (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.
UserData (optional) Specifies the pointer to the call-related user data.



EventMuteOff

A party identified by ThisDN is no longer in Mute (microphone-disabled) mode. The ReferenceID attribute is set to indicate the corresponding TSetMuteOff() function.

Event attribute Short description
Event attribute Short description
ConnID (mandatory) A current connection identifier of the call to which this event relates.
id (mandatory) The event name.
ThisDNRole (mandatory) The role of the telephony object specified by ThisDN in the event in question.
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.
CustomerID (optional) A pointer to the string containing the assigned Customer (Tenant) identifier through which the processing of the call was initiated.
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.
NetworkCallID (optional) In the case of network routing, the call identifier assigned by the switch where the call initially arrived.
NetworkNodeID (optional) In the case of network routing, the identifier of the switch where the call initially arrived.
Reasons (optional) A pointer to an additional data structure that provides reasons for and results of actions taken by the user of ThisDN.
ReferenceID (optional) (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.
UserData (optional) Specifies the pointer to the call-related user data.



EventListenDisconnected

The switch has registered Deaf mode for the specified telephony object (in OtherDN).

The following CallStates are used:

  • CallStateOk: The party can still participate in conversation with some active members of the conference.
  • CallStateDeafened: The party cannot listen to the conversation, but can be heard by the conference members.
  • CallStateHeld: The party cannot hear or be heard by the conference members.

The OtherDN attribute applies to the disconnected party.

The ThirdPartyDN attribute specifies the party that cannot be heard by the disconnected party.

The ThisDN attribute specifies the party that initiated the request.

Event attribute Short description
Event attribute Short description



EventListenReconnected

The switch has canceled Deaf mode for the specified telephony object.

The OtherDN attribute specifies the reconnected party.

The ThirdPartyDN attribute specifies the party that is heard by the reconnected party.

The ThisDN attribute specifies the party that initiated the request.

Event attribute Short description
Event attribute Short description



EventMessageWaitingOn

The Waiting indicator has been turned on for the telephony object specified by ThisDN.

Event attribute Short description
Event attribute Short description



EventMessageWaitingOff

The Waiting indicator has been turned off for the telephony object specified by ThisDN.

Event attribute Short description
Event attribute Short description


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