Page Comparison

...

Attempts to stop call recording. If recording is already stopped, this should successfully return.

Request

{

Code Block

language	json

{
  "command": "interaction.request.recording.stop",

...


  "target": "<session-id>.<channel-id>.<interaction-id>" | "<session-id>.<channel-group-id>.<channel-id>.<interaction-id>",

...


  "data": {}

...

Success Response

Code Block

language	json

...


  "command": " interaction.request.recording.stop",

...


  "target": "<session-id>.<channel-id>.<interaction-id>" | "<session-id>.<channel-group-id>.<channel-id>.<interaction-id>",

...


  "result": "success",

...


  "data":

...

{

}


  {
    <Same data contents as original request>
  }
}

Failure Response

Code Block

language	json

...


  "command": " interaction.request.recording.stop",

...


  "target": "<session-id>.<channel-id>.<interaction-id>" | "<session-id>.<channel-group-id>.<channel-id>.<interaction-id>",

...


  "result": "failure",

...


  "failure":

...

{


  {
    "code": "<error-code-for-failure>",

...


    "message": "<error-message>",

...


    "context": "<stack-trace-if-applicable>"

...

}


  },
  "original":

...


  {
    <Contains the original request JSON structure>
  }
}

Secondary Events

Performing stop recording will generate the following secondary events:·

state.updated (interaction state event)

interaction.request.recording.pause (Telephony only)

Attempts to pause call recording. Not all platforms will support the pause operation and will return an unsupported error.

Request

{

Code Block

language	json

{
  "command": "interaction.request.recording.pause",

...


  "target": "<session-id>.<channel-id>.<interaction-id>" | "<session-id>.<channel-group-id>.<channel-id>.<interaction-id>",

...


  "data": {}

...

Success Response

Code Block

language	json

...


  "command": " interaction.request.recording.pause",

...


  "target": "<session-id>.<channel-id>.<interaction-id>" | "<session-id>.<channel-group-id>.<channel-id>.<interaction-id>",

...


  "result": "success",

...


  "data":

...

{

}


  {
    <Same data contents as original request>
  }
}

Failure Response

Code Block

language	json

...


  "command": " interaction.request.recording.pause",

...


  "target": "<session-id>.<channel-id>.<interaction-id>" | "<session-id>.<channel-group-id>.<channel-id>.<interaction-id>",

...


  "result": "failure",

...


  "failure":

...

{


  {
    "code": "<error-code-for-failure>",

...


    "message": "<error-message>",

...


    "context": "<stack-trace-if-applicable>"

...

}


  },
  "original":

...


  {
    <Contains the original request JSON structure>
  }
}

Secondary Events

Performing pause recording will generate the following secondary events:·

state.updated (interaction state event)

interaction.request.recording.resume (Telephony only)

Attempts to resume call recording. Not all platforms will support the resume operation and will return an unsupported error.

Request

{

Code Block

language	json

{
  "command": "interaction.request.recording.resume",

...


  "target": "<session-id>.<channel-id>.<interaction-id>" | "<session-id>.<channel-group-id>.<channel-id>.<interaction-id>",

...


  "data": {}

...

Success Response

Code Block

language	json

...


  "command": " interaction.request.recording.resume",

...


  "target": "<session-id>.<channel-id>.<interaction-id>" | "<session-id>.<channel-group-id>.<channel-id>.<interaction-id>",

...


  "result": "success",

...


  "data":

...

{

}


  {
    <Same data contents as original request>
  }
}

Failure Response

Code Block

language	json

...


  "command": " interaction.request.recording.resume",

...


  "target": "<session-id>.<channel-id>.<interaction-id>" | "<session-id>.<channel-group-id>.<channel-id>.<interaction-id>",

...


  "result": "failure",

...


  "failure":

...

{


  {
    "code": "<error-code-for-failure>",

...


    "message": "<error-message>",

...


    "context": "<stack-trace-if-applicable>"

...

}


  },
  "original":

...


  {
    <Contains the original request JSON structure>
  }
}

Secondary Events

Performing resume recording will generate the following secondary events:·

state.updated (interaction state event)

conversation.answer (Telephony only)

Answers an inbound phone call. This request also assigns the interaction to the agent as if "interaction.accept" were used. A failure is generated if the call cannot be answered.

Request

{

Code Block

language	json

{
  "command": "conversation.answer",

...


  "target": "<session-id>.<channel-id>.<interaction-id>.

...

<conversation.id>" | "<session-id>.<channel-group-id>.<channel-id>.<interaction-id>.

...

<conversation.id>",
  "data": {}

...

Success Response

Code Block

language	json

...


  "command": "conversation.answer",

...


  "target": "<session-id>.<channel-id>.<interaction-id>.

...

<conversation.id>" | "<session-id>.<channel-group-id>.<channel-id>.<interaction-id>.

...

<conversation.id>",
  "result": "success",

...


  "data":

...

{

}


  {
    <Same data contents as original request>
  }
}

Failure Response

Code Block

{

language	json

{
  "command": "conversation.answer",

...


  "target": "<session-id>.<channel-id>.<interaction-id>.

...

<conversation.id>" | "<session-id>.<channel-group-id>.<channel-id>.<interaction-id>.

...

<conversation.id>",
  "result": "failure",

...


  "failure":

...

{


  {
    "code": "<error-code-for-failure>",

...


    "message": "<error-message>",

...


    "context": "<stack-trace-if-applicable>"

...

}


  },
  "original":

...


  {
    <Contains the original request JSON structure>
  }
}

Secondary Events

Answering an inbound call will generate the following secondary events:·

state.updated (conversation state event)

...

interaction.screenpop

...

state.updated (interaction state event)

conversation.release (Telephony only)

Disconnects the agent from an active phone call. If a two-party call is released both the agent and other party are disconnected. If a multi-party conference is released, only the agent is removed from conference while the remaining parties stay in conference. A failure is generated if the call cannot be disconnected.

Request

{

Code Block

language	json

{
  "command": "conversation.release",

...


  "target": "<session-id>.<channel-id>.<interaction-id>.

...

<conversation.id>" | "<session-id>.<channel-group-id>.<channel-id>.<interaction-id>.

...

<conversation.id>",
  "data": {}

...

Success Response

Code Block

language	json

...


  "command": "conversation.release",

...


  "target": "<session-id>.<channel-id>.<interaction-id>.

...

<conversation.id>" | "<session-id>.<channel-group-id>.<channel-id>.<interaction-id>.

...

<conversation.id>",
  "result": "success",

...


  "data":

...

{

}


  {
    <Same data contents as original request>
  }
}

Failure Response

Code Block

language	json

...


  "command": "conversation.release",

...


  "target": "<session-id>.<channel-id>.<interaction-id>.

...

<conversation.id>" | "<session-id>.<channel-group-id>.<channel-id>.<interaction-id>.

...

<conversation.id>",
  "result": "failure",

...


  "failure":

...

{


  {
    "code": "<error-code-for-failure>",

...


    "message": "<error-message>",

...


    "context": "<stack-trace-if-applicable>"

...

}


  },
  "original":

...


  {
    <Contains the original request JSON structure>
  }
}

Secondary Events

Releasing an active call will generate the following secondary events:·

state.updated (conversation state event)

...

conversation.disposed

...

interaction.ended (if only conversation is released)

...

state.updated (interaction state event)

conversation.hold (Telephony only)

Places the target conversation on hold. A failure is generated if the call cannot be held.

Request

Code Block

language	json

...


  "command": "conversation.hold",

...


  "target": "<session-id>.<channel-id>.<interaction-id>.

...

<conversation.id>" | "<session-id>.<channel-group-id>.<channel-id>.<interaction-id>.

...

<conversation.id>",
  "data": {}

...

Success Response

{

Code Block

language	json

{
  "command": "conversation.hold",

...


  "target": "<session-id>.<channel-id>.<interaction-id>.

...

<conversation.id>" | "<session-id>.<channel-group-id>.<channel-id>.<interaction-id>.

...

<conversation.id>",
  "result": "success",

...


  "data":

...

{

}


  {
    <Same data contents as original request>
  }
}

Failure Response

Code Block

language	json

...


  "command": "conversation.hold",

...


  "target": "<session-id>.<channel-id>.<interaction-id>.

...

<conversation.id>" | "<session-id>.<channel-group-id>.<channel-id>.<interaction-id>.

...

<conversation.id>",
  "result": "failure",

...


  "failure":

...

{


  {
    "code": "<error-code-for-failure>",

...


    "message": "<error-message>",

...


    "context": "<stack-trace-if-applicable>"

...

}


  },
  "original":

...


  {
    <Contains the original request JSON structure>
  }
}

Secondary Events

Holding an active call will generate the following secondary events:·

state.updated (conversation state event)

conversation.retrieve (Telephony only)

Retrieves the target conversation from hold. A failure is generated if the call cannot be retrieved.

Request

{

Code Block

language	json

{
  "command": "conversation.retrieve",

...


  "target": "<session-id>.<channel-id>.<interaction-id>.

...

<conversation.id>" | "<session-id>.<channel-group-id>.<channel-id>.<interaction-id>.

...

<conversation.id>",
  "data": {}

...

Success Response

{

Code Block

language	json

{
  "command": "conversation.retrieve",

...


  "target": "<session-id>.<channel-id>.<interaction-id>.

...

<conversation.id>" | "<session-id>.<channel-group-id>.<channel-id>.<interaction-id>.

...

<conversation.id>",
  "result": "success",

...


  "data":

...

{

}

Failure Response

{


  {
    <Same data contents as original request>
  }
}

Failure Response

Code Block

language	json

{
  "command": "conversation.retrieve",

...


  "target": "<session-id>.<channel-id>.<interaction-id>.

...

<conversation.id>" | "<session-id>.<channel-group-id>.<channel-id>.<interaction-id>.

...

<conversation.id>",
  "result": "failure",

...


  "failure":

...

{


  {
    "code": "<error-code-for-failure>",

...


    "message": "<error-message>",

...


    "context": "<stack-trace-if-applicable>"

...

}


  },
  "original":

...


  {
    <Contains the original request JSON structure>
  }
}

Secondary Events

Retrieving a held call will generate the following secondary events:·

state.updated (conversation state event)

conversation.mute (Telephony only)

Places the target conversation on mute. A failure is generated if the call cannot be muted.

Request

Code Block

language	json

...


  "command": "conversation.request.mute",

...


  "target": "<session-id>.<channel-id>.<interaction-id>.

...

<conversation.id>" | "<session-id>.<channel-group-id>.<channel-id>.<interaction-id>.

...

<conversation.id>",
  "data": {}

...

Success Response

{

Code Block

language	json

{
  "command": "conversation.request.mute",

...


  "target": "<session-id>.<channel-id>.<interaction-id>.

...

<conversation.id>" | "<session-id>.<channel-group-id>.<channel-id>.<interaction-id>.

...

<conversation.id>",
  "result": "success",

...


  "data":

...

{

}


  {
    <Same data contents as original request>
  }
}

Failure Response

Code Block

{

language	json

{
  "command": "conversation.request.mute",

...


  "target": "<session-id>.<channel-id>.<interaction-id>.

...

<conversation.id>" | "<session-id>.<channel-group-id>.<channel-id>.<interaction-id>.

...

<conversation.id>",
  "result": "failure",

...


  "failure":

...

{


  {
    "code": "<error-code-for-failure>",

...


    "message": "<error-message>",

...


    "context": "<stack-trace-if-applicable>"

...

}


  },
  "original":

...


  {
    <Contains the original request JSON structure>
  }
}

Secondary Events

Muting an active call will generate the following secondary events:·

state.updated (conversation state event)

conversation.unmute (Telephony only)

...

Page Comparison

Versions Compared

Old Version 7

New Version 8

Key

Request

Success Response

Failure Response

Secondary Events

interaction.request.recording.pause (Telephony only)

Request

Success Response

Failure Response

Secondary Events

interaction.request.recording.resume (Telephony only)

Request

Success Response

Failure Response

Secondary Events

conversation.answer (Telephony only)

Request

Success Response

Failure Response

Secondary Events

conversation.release (Telephony only)

Request

Success Response

Failure Response

Secondary Events

conversation.hold (Telephony only)

Request

Success Response

Failure Response

Secondary Events

conversation.retrieve (Telephony only)

Request

Success Response

Failure Response

Failure Response

Secondary Events

conversation.mute (Telephony only)

Request

Success Response

Failure Response

Secondary Events

conversation.unmute (Telephony only)