...
The "data" property carries any request, response, or event specific information that is needed to perform the requested action or describe the event. The "context" property is optional for all messages and serves as a tool for debugging protocol implementations. Under normal circumstances "context" should not be present. Below is an example that shows the context of a telephony conversation:
| Code Block | ||
|---|---|---|
| ||
"context": |
...
{ |
...
"conversation": |
...
{
{ "id": "<conversation-id>", |
...
"interaction": |
...
{
{ "id": "<interaction-id>", |
...
"type": "Telephony", |
...
"modeltype": "TELEPHONY", |
...
"channel": |
...
{
{ "id": "<channel-id>", |
...
"name": "<channel-name>", |
...
"type": "TELEPHONY", |
...
"modeltype": "TELEPHONY", |
...
"session": |
...
{
{ "id": "<session-id>" |
...
}
}
}
}
} } } } } |
Session Management Requests and Responses
...
The client sends this session management request immediately after it has bound the session resource. Any other request sent prior to this message will generate an error response. The interaction processor begins the session initialization process once this message is received. The extension property is optional and is only used by the Avaya Processor at this time.
Request
| Code Block |
|---|
{
| ||
{ "command": "session.start", |
...
"target": "<session-id>", |
...
"data": |
...
{
{ "extension": "<telephony channel extension>" |
...
} |
...
} |
Success Response
{
| Code Block | ||
|---|---|---|
| ||
{ "command": "session.start", |
...
"target": "<session-id>", |
...
"result": "success" |
...
} |
Failure Response
{
| Code Block | ||
|---|---|---|
| ||
{ "command": "session.start", |
...
"target": "<session-id>", |
...
"result": "failure", |
...
"failure": |
...
{
{ "code": "<error-code-for-failure>", |
...
"message": "<error-message>", |
...
"context": "<stack-trace-if-applicable>" |
...
}
}, "original": |
...
<Contains the original request JSON structure>
{ <Contains the original request JSON structure> } } |
Secondary Events
During session initialization, the interaction processor determines the agent's current state within the underlying CTI platform. If the agent already has active channels, interactions, or conversations, those objects will be created within the session resource and events about their current state will be sent to the client. Regardless of any additional events generated during initialization, the session.initialized event will always be generated when the process is complete.
...
The client sends this session management request to indicate that the session should end and all associated objects should be released. The interaction processor should not respond to this request until the logout process has completed.
Request
{
| Code Block | ||
|---|---|---|
| ||
{ "command": "session.logout", |
...
"target": "<session-id>", |
...
"data": {} |
...
} |
Success Response
| Code Block |
|---|
{
| ||
{ "command": "session.logout", |
...
"target": "<session-id>", |
...
"result": "success" |
...
} |
Failure Response
| Code Block | ||
|---|---|---|
| ||
{ |
...
"command": "session.logout", |
...
"target": "<session-id>", |
...
"result": "failure", |
...
"failure": |
...
{
{ "code": "<error-code-for-failure>", |
...
"message": "<error-message>" |
...
, "context": "<stack-trace-if-applicable>" |
...
}
}, "original": |
...
<Contains the original request JSON structure>
{ <Contains the original request JSON structure> } } |
Secondary Events
Logging out of a session should not generate any secondary events. The session should be completely inert once the process is complete and a success is returned.
...
Adds a standalone channel to this agent session. The type of channel to be added is provided in the "data" property. The endpoint (i.e. extension for telephony) for the channel is also included in the "data" property.
Request
| Code Block |
|---|
{
| ||
{ "command": "session.addchannel", |
...
"target": "<session-id>", |
...
"data": |
...
{
{ "channel": |
...
{
{ "endpoint": "<CTI-channel-identifier>", |
...
"type": "Telephony | Chat | Email" |
...
}
}
} } } |
Success Response
| Code Block |
|---|
{
| ||
{ "command": "session.addchannel", |
...
"target": "<session-id>", |
...
"result": "success", |
...
"data": |
...
{
<Same data contents as original request>
}
{ <Same data contents as original request> } } |
Failure Response
| Code Block |
|---|
{
| ||
{ "command": "session.addchannel", |
...
"target": "<session-id>", |
...
"result": "failure", |
...
"failure": |
...
{
{ "code": "<error-code-for-failure>", |
...
"message": "<error-message>", |
...
"context": "<stack-trace-if-applicable>" |
...
}
}, "original": |
...
<Contains the original request JSON structure>
{ <Contains the original request JSON structure> } } |
Secondary Events
Several secondary events might occur during initialization of a channel. However, if the channel is successfully added, the client will always receive the following events:·
channel.created
...
state.updated (channel state event)
...
channel.initialized
session.removechannel
Removes a previously added standalone channel from this agent session. The channel will automatically be deactivated if it is still active. A failure is generated if the channel has an active interaction or cannot be deactivated before being removed from the session.
Request
{
| Code Block | ||
|---|---|---|
| ||
{ "command": "session.removechannel", |
...
"target": "<session-id>", |
...
"data": |
...
{
{ "channel": |
...
{
{ "id": "<channel-identifier>" |
...
}
}
} } } |
Success Response
| Code Block | ||
|---|---|---|
| ||
{ |
...
"command": "session.removechannel", |
...
"target": "<session-id>", |
...
"result": "success", |
...
"data": |
...
{
<Same data contents as original request>
}
{ <Same data contents as original request> } } |
Failure Response
| Code Block |
|---|
{
| ||
{ "command": "session.removechannel", |
...
"target": "<session-id>", |
...
"result": "failure", |
...
"failure": |
...
{
{ "code": "<error-code-for-failure>", |
...
"message": "<error-message>", |
...
"context": "<stack-trace-if-applicable>" |
...
}
}, "original": |
...
<Contains the original request JSON structure>
{ <Contains the original request JSON structure> } } |
Secondary Events
Removing a channel will generate the following secondary events:·
channel.infochanged (If still active)
...
state.updated (channel state event, if still active)
...
channel.disposed
session.addchannelgroup
Adds a channel group to this agent session. All channels associated with the given group will then be added to the group during the initialization phase. The channel group to add is identified in the "data" property of the request.
Request
{
.
Request
| Code Block | ||
|---|---|---|
| ||
{ "command": "session.addchannelgroup", |
...
"target": "<session-id>", |
...
"data": |
...
{
{ "channelgroup": |
...
{
{ "name": "<CTI-channel-group-identifier>", |
...
"chat": true | false, |
...
"email": true | false, |
...
"callback": true | false |
...
}
}
} } } |
Success Response
| Code Block | ||
|---|---|---|
| ||
{ |
...
"command": "session.addchannelgroup", |
...
"target": "<session-id>", |
...
"result": "success", |
...
"data": |
...
{
<Same data contents as original request>
}
{ <Same data contents as original request> } } |
Failure Response
{
| Code Block | ||
|---|---|---|
| ||
{ "command": "session.addchannelgroup", |
...
"target": "<session-id>", |
...
"result": "failure", |
...
"failure": |
...
{
{ "code": "<error-code-for-failure>", |
...
"message": "<error-message>", |
...
"context": "<stack-trace-if-applicable>" |
...
}
}, "original": |
...
<Contains the original request JSON structure>
{ <Contains the original request JSON structure> } } |
Secondary Events
Several secondary events might occur during initialization of a channel group and its associated channels. However, if the channel group is successfully added, the client will always receive the following events:·
channelgroup.created
...
state.updated (channel group state event)
...
channel.created (for each associated channel)
...
state.updated (channel state event)
...
channel.initialized
...
channelgroup.initialized
session.removechannelgroup
Removes a previously added channel group and its associated channels from this agent session. Associated channels will automatically be deactivated if they are still active. A failure is generated if an associated channel has an active interaction or cannot be deactivated before being removed from the group.
Request
| Code Block |
|---|
{
| ||
{ "command": "session.removechannelgroup", |
...
"target": "<session-id>", |
...
"data": |
...
{
{ "channel": |
...
{
{ "id": "<channel-group-identifier>" |
...
}
}
}
Success Response
{
}
}
} |
Success Response
| Code Block | ||
|---|---|---|
| ||
{ "command": "session.removechannelgroup", |
...
"target": "<session-id>, |
...
"result": "success", |
...
"data": |
...
{
<Same data contents as original request>
}
{ <Same data contents as original request> } } |
Failure Response
| Code Block |
|---|
{
| ||
{ "command": "session.removechannelgroup", |
...
"target": "<session-id>", |
...
"result": "failure", |
...
"failure": |
...
{
{ "code": "<error-code-for-failure>", |
...
"message": "<error-message>", |
...
"context": "<stack-trace-if-applicable>" |
...
}
}, "original": |
...
<Contains the original request JSON structure>
{ <Contains the original request JSON structure> } } |
Secondary Events
Removing a channel group will generate the following secondary events:·
channel.infochanged (for each associated channel If still active)
...
state.updated (channel state event, if still active)
...
channel.disposed
...
state.updated (channel group state event)
...
channelgruop.disposed
session.request.getdirectory
Retrieves a directory listing of quick dial entries directly from the switch. These entries are added to the static entries available from Config Server.
Request
{
| Code Block | ||
|---|---|---|
| ||
{ "command": "session.request.getdirectory", |
...
"target": "<session-id>", |
...
"data": |
...
{
}
{ } } |
Success Response
| Code Block |
|---|
{
| ||
{ "command": " session.request.getdirectory ", |
...
"target": "<session-id>, |
...
"result": "success", |
...
"data": |
...
{
}
{ } } |
Failure Response
| Code Block |
|---|
{ |
...
"command": " session.request.getdirectory ", |
...
"target": "<session-id>", |
...
"result": "failure", |
...
"failure": |
...
{
{ "code": "<error-code-for-failure>", |
...
"message": "<error-message>", |
...
"context": "<stack-trace-if-applicable>" |
...
}
}, "original": |
...
<Contains the original request JSON structure>
{ <Contains the original request JSON structure> } } |
Secondary Events
Requesting the directory does not generate any secondary events.
...
Requests the list of not ready reason codes available to this agent. If supported by the CTI platform, the list should come directly from the platform.
Request
| Code Block |
|---|
{
| ||
{ "command": "session.request.externalnotredyreasons", |
...
"target": "<session-id>", |
...
"data": |
...
{
}
{ } } |
Success Response
{
| Code Block | ||
|---|---|---|
| ||
{ "command": "session.request.externalnotreadyreasons", |
...
"target": "<session-id>", |
...
"result": "success", |
...
"data": |
...
{
}
{ } } |
Failure Response
{
| Code Block | ||
|---|---|---|
| ||
{ "command": "session.request.externalnotreadyreasons", |
...
"target": "<session-id>", |
...
"result": "failure", |
...
"failure": |
...
{
{ "code": "<error-code-for-failure>", |
...
"message": "<error-message>", |
...
"context": "<stack-trace-if-applicable>" |
...
}
}, "original": |
...
<Contains the original request JSON structure>
{ <Contains the original request JSON structure> } } |
Secondary Events
If this request is supported, a session.externalnotreadyreasons.updated event is generated that contains the list of not ready reason codes available to the agent.
...
Requests the list of logout reason codes available to this agent. If supported by the CTI platform, the list should come directly from the platform.
Request
{
.
Request
| Code Block | ||
|---|---|---|
| ||
{ "command": "session.request.externallogoutreasons", |
...
"target": "<session-id>", |
...
"data": |
...
{
}
{ } } |
Success Response
| Code Block |
|---|
{
| ||
{ "command": "session.request.externallogoutreasons", |
...
"target": "<session-id>", |
...
"result": "success", |
...
"data": |
...
{
}
{ } } |
Failure Response
{
| Code Block | ||
|---|---|---|
| ||
{ "command": "session.request.externallogoutreasons", |
...
"target": "<session-id>", |
...
"result": "failure", |
...
"failure": |
...
{
{ "code": "<error-code-for-failure>", |
...
"message": "<error-message>", |
...
"context": "<stack-trace-if-applicable>" |
...
}
}, "original": |
...
<Contains the original request JSON structure>
{ <Contains the original request JSON structure> } } |
Secondary Events
If this request is supported, a session.externallogoutreasons.updated event is generated that contains the list of logout reason codes available to the agent.
...