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All protocol messages share a common format and standard header properties:
{
| Code Block | ||
|---|---|---|
| ||
{ "header": |
...
{
{ "type": "cti.query" | "cti.request" | "cti.response" | "cti.event", |
...
"name": <name of the message>, |
...
"target": <the CTI resource destination of this message> |
...
}, |
...
"body": |
...
{
<the body of the message is specific to the message type and message name>
}
{ <the body of the message is specific to the message type and message name> } } |
Two headers are used to indicate the type of message and provide a name for the message.
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The "type" header will contain one of the four message type strings shown above. The message name header value can be any string but should be readable and kept short if possible. In the case of response messages, the value of the name header should be the message name from the original query or request message. A third standard message header is used to identify the object the message is targeted towards.target String
target | String | Dot formatted ID chain of target |
The " target" header value contains the dot formatted ID chain of the target object. The ID of each object in the target's hierarchy is appended together, starting with the root session object. A '.' is used as the delimiter between each ID section. This header can be used to quickly and uniquely identify the message target. Request and Query messages include a fourth header that uniquely identifies the Request/Query message.
requestId | String |
...
GUID identifying the Request or Query |
Response messages include the "requestId" header from the Request or Query the response is related to. Response messages also contain headers meant to denote the relative success or failure of the originating query or request. If a failure does occur during a query or request, error information is provided in the errorMessage header.
result |
...
String | SUCCESS | FAILURE | |
errorMessage | String |
...
Readable message that may be displayed to the agent |
For Query responses, the "result" header should have a value of SUCCESS if the information was retrieved, FAILURE otherwise. Since a request simply initiates an action within the CTI but does not wait for it to complete, the "result" header has a slightly different meaning than for query responses. If the request cannot be completed, a FAILURE result is returned. However, if the request can be processed (not necessarily successfully) then a SUCCESS result should be returned immediately.
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