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A session destination is created by the processor bridge each time an agent logs in to the system.  The destination is used to register and manage the channels and channel groups the agent will use during their session.·      

  • Add/Remove a channel group

...

  • Log out of session

...

  • Dispose of session resources

As with the processor control destination, the session destination follows the same lifecycle of setup, initialization, and tear down.  The following figure depicts the initialization phase a session destination:

...

This query retrieves information about the channels and channel groups registered to the agent.  An agent may already be logged into a channel or channel group prior to session creation for several reasons:·      

  • Loss of connectivity between the CRM and HIS

...

  • Loss of connectivity between the processor bridge and the message broker

...

  • Loss of connectivity between the processor bridge and the client

...

  • Another agent desktop is in used in parallel

The response to this query carries a JSON payload describing the channels and channel groups in use by the agent after the login process is complete.  This request should always return a single channel group that will contain the telephony channel and any enabled media channels regardless of whether this is a reconnect of an existing session or the start of a new one.

Query Headers

Key

Value

Notes

type

cti.query

Query messages will always have this value

name

session.query.init

Name of this query type

target

String

See generating message targets above

requestId

{GUID}

Unique identifier for the orginal query

 

Query Body Properties

Key

Value

Notes

name

String

The name of the channel or channel group from the name field in config server.  The overall meaning of this field is platform dependent

chat

Boolean

True if the agent should have chat enabled

email

Boolean

True if the agent should have email enabled

callback

Boolean

True if the agent should have callback enabled.  Not all platforms support callback.  If not supported this field should be ignored

 

Response Headers

Key

Value

Notes

type

cti.response

Response messages will always have this value

name

session.query.init

Name of the original query

target

String

See generating message targets above

requestId

{GUID}

Unique identifier for the orginal query

result

SUCCESS | FAILURE

Result of the query

errorMessage

String

A human readable description of the error that caused this query to fail.  This message will be logged.

 

Response Body Properties

Key

Value

Notes

channelGroup

String

Identifier used by the CTI to reference the channel group that is associated with the agent

...

Instructs the client to prepare a new channel group destination.  The request can occur any time between the initialization and tear down phase of the session destination.

Request Headers

Key

Value

Notes

type

cti.request

Request messages will always have this value

name

session.request.createchannelgroup

Name of this request type

target

String

See generating message targets above

requestId

{GUID}

Unique identifier for the orginal query

 

Request Properties

Key

Value

Notes

name

String

The name of the channel group (CTI identifier)

id

String

The bridge id of the channel group

http://properties.name

String

Extension

properties.chat

Boolean

Agent is configured to handle chat

properties.email

Boolean

Agent is configured to handle email

properties.callback

Boolean

Agent is configured to handle callback

properties.voicemail

Boolean

Agent is configured to handle voicemail

extensions.mobileagent-mode

String

Mobile Agent Mode

extensions.mobileagent-dialnumber

String

Dial Number

extensions.MaxEmails

String

Max Emails from configuration

extension.MaxChats

String

Max Chats from configuration

 

Response Headers

Key

Value

Notes

type

cti.response

Response messages will always have this value

name

session.request.createchannelgroup

Name of the original request

result

SUCCESS | FAILURE

Result of the request

errorMessage

String

A human readable description of the error that caused this request to fail.  This message will be logged and may be displayed to an agent.

target

String

See generating message targets above

requestId

{GUID}

Unique identifier for the orginal query

...

Notifies the client that the processor bridge is ready to close the session.  If the session is in an active state and should not be closed, for example on a phone call, a failure response should be generated.  All ended interactions should be automatically marked complete, the agent should be placed into NOT_READY on all channels, the agent should be logged out of all active channels, and any channel group associations should be removed.  Each of these actions should generate the appropriate events for their respective objects.

Request Headers

Key

Value

Notes

type

cti.request

Request messages will always have this value

name

session.request.close

Name of this request type

target

String

See generating message targets above

requestId

{GUID}

Unique identifier for the orginal query

 

Request Properties

Key

Value

Notes

None

 

 

 

Response Headers

Key

Value

Notes

type

cti.response

Response messages will always have this value

name

session.request.close

Name of the original request

result

SUCCESS | FAILURE

Result of the request

errorMessage

String

A human readable description of the error that caused this request to fail.  This message will be logged and may be displayed to an agent.

target

String

See generating message targets above

requestId

{GUID}

Unique identifier for the orginal query

...

Requests the client provide a list of appropriate logout reasons for this session.  Note: This request produces the "session.externallogoutreasons.updated" event in response.

Request Headers

Key

Value

Notes

type

cti.request

Request messages will always have this value

name

session.request.externallogoutreasons

Name of this request type

target

String

See generating message targets above

requestId

{GUID}

Unique identifier for the orginal query

 

Request Properties

Key

Value

Notes

None

 

 

 

Response Headers

Key

Value

Notes

type

cti.response

Response messages will always have this value

name

session.request.externallogoutreasons

Name of the original request

result

SUCCESS | FAILURE

Result of the request

errorMessage

String

A human readable description of the error that caused this request to fail.  This message will be logged and may be displayed to an agent.

target

String

See generating message targets above

requestId

{GUID}

Unique identifier for the orginal query

...

Requests the client provide a list of appropriate not ready reasons for this session.  Note: This request produces the "session.externalnotreadyreasons.updated" event in response.

Request Headers

Key

Value

Notes

type

cti.request

Request messages will always have this value

name

session.request.externalnotreadyreasons

Name of this request type

target

String

See generating message targets above

requestId

{GUID}

Unique identifier for the orginal query

 

Request Properties

Key

Value

Notes

None

 

 

 

Response Headers

Key

Value

Notes

type

cti.response

Response messages will always have this value

name

session.request.externalnotreadyreasons

Name of the original request

result

SUCCESS | FAILURE

Result of the request

errorMessage

String

A human readable description of the error that caused this request to fail.  This message will be logged and may be displayed to an agent.

target

String

See generating message targets above

requestId

{GUID}

Unique identifier for the orginal query

...

Notifies the client that the processor bridge is ready to dispose of the session and that any underlying CTI resources should be released.  The actual disposal of resources should be performed after a response is returned.  This request differs from session.request.close in that the agent state should not be modified in any way.  The client should merely dispose of any CTI resources and clear any cached data about the agent session.

Request Headers

Key

Value

Notes

type

cti.request

Request messages will always have this value

name

session.request.dispose

Name of this request type

target

String

See generating message targets above

requestId

{GUID}

Unique identifier for the orginal query

 

Request Properties

Key

Value

Notes

None

 

 

 

Response Headers

Key

Value

Notes

type

cti.response

Response messages will always have this value

name

session.request.dispose

Name of the original request

result

SUCCESS | FAILURE

Result of the request

errorMessage

String

A human readable description of the error that caused this request to fail.  This message will be logged and may be displayed to an agent.

target

String

See generating message targets above

requestId

{GUID}

Unique identifier for the orginal query

...

Requests the current status of all team members from the switch.  The “realtime” flag determines if the switch should provide realtime updates to team status through events.

Request Headers

Key

Value

Notes

type

cti.request

Request messages will always have this value

name

session.request.getteamstatus

Name of this request type

target

String

See generating message targets above

requestId

{GUID}

Unique identifier for the orginal query

 

Request Properties

Key

Value

Notes

realtime

Boolean

True if updates events should be sent.  False otherwise

 

Response Headers

Key

Value

Notes

type

cti.response

Response messages will always have this value

name

session.request.getteamstatus

Name of the original request

result

SUCCESS | FAILURE

Result of the request

errorMessage

String

A human readable description of the error that caused this request to fail.  This message will be logged and may be displayed to an agent.

target

String

See generating message targets above

requestId

{GUID}

Unique identifier for the orginal query

...

Below is an example of the JSON contained in the event message:

Code Block
languagejson
{

...


  "teamstatus" :

...

[

      {


  [
    {
      "loginid" : "<agent login id>",

...


      "firstname" : "<agent first name>",

...


      "lastname" : "<agent last name>",

...


      "extension" : "<agent extension>",

...


      "state" : "<agent state>",

...


      "statechangetime" : "<agent state change time>"

...


    },

...

…

]


    …
  ]
}

 

session.request.stopteamstatus

Indicates the switch should stop providing realtime updates related team status through events.

Request Headers

Key

Value

Notes

type

cti.request

Request messages will always have this value

name

session.request.stopteamstatus

Name of this request type

target

String

See generating message targets above

requestId

{GUID}

Unique identifier for the orginal query

 

Request Properties

Key

Value

Notes

None

 

 

 

Response Headers

Key

Value

Notes

type

cti.response

Response messages will always have this value

name

session.request.stopteamstatus

Name of the original request

result

SUCCESS | FAILURE

Result of the request

errorMessage

String

A human readable description of the error that caused this request to fail.  This message will be logged and may be displayed to an agent.

target

String

See generating message targets above

requestId

{GUID}

Unique identifier for the orginal query

...

This event indicates that the CTI side of the agent session has been closed.  This event is generally only raised as a result of executing a session.request.close request message.

Event Headers

Key

Value

Notes

type

cti.event

Event messages will always have this value

name

session.closed

Name of this event type

target

String

See generating message targets above

 

Event Properties

Key

Value

Notes

None

 

 

 

session.channel.added

This event indicates that a channel was added for this agent.

Event Headers

Key

Value

Notes

type

cti.event

Event messages will always have this value

name

session.channel.added

Name of this event type

target

String

See generating message targets above

 

Event Properties

Key

Value

Notes

endpoint

String

The endpoint of the channel that was added

type

String

Type of channel.  TELEPHONY | EMAIL | CHAT | CALLBACK, UNSUPPORTED

...

This event indicates that a channel group was added for this agent.

Event Headers

Key

Value

Notes

type

cti.event

Event messages will always have this value

name

session.channelgroup.added

Name of this event type

target

String

See generating message targets above

 

Event Properties

Key

Value

Notes

name

String

The name of the channel group (CTI identifier)

...

This event indicates that the appropriate logout reasons for this session have changed.  This event contains a body of JSON that describes the logout reasons.

Event Headers

Key

Value

Notes

type

cti.event

Event messages will always have this value

name

session.externallogoutreasons.updated

Name of this event type

target

String

See generating message targets above

...

Below is an example of the JSON contained in the event message:

{

"logoutReasons" :

[

      {

...

Code Block
languagejson
{
  "logoutReasons" :
  [
    {
      "logoutReasonId" : "<unique-id-of-reason>",

...


      "logoutReasonCode" : "<code- of-reason>",

...


      "extensions" : [],

...


      "labels" :

...


     

...

            {

 [
        {
          "language" : "en",

...


          "country" : "US",

...


          "name" : "<name-in-language>",

...


          "description" : "<description>"

...

                              }

…

                        ]

},

…

]


        },
        …
      ]
    },
    …
  ]
}

session.externalnotreadyreasons.updated

This event indicates that the appropriate not ready reasons for this session have changed.  This event contains a body of JSON that describes the not ready reasons.

Event Headers

Key

Value

Notes

type

cti.event

Event messages will always have this value

name

session.externalnotreadyreasons.updated

Name of this event type

target

String

See generating message targets above

...

Below is an example of the JSON contained in the event message:

{

"reasonCodes" :

[

      {

...

Code Block
languagejson
{
  "reasonCodes" :
  [
    {
      "reasonCodeId" : "<unique-id-of-reason>",

...


      "reasonCodeCode" : "<code- of-reason>",

...


      "selectable" : true|false

...


      "extensions" : [],

...


      "labels" :

...


     

...

            {

 [
        {
          "language" : "en",

...


          "country" : "US",

...


          "name" : "<name-in-language>",

...


          "description" : "<description>"

...

                              }

…

                        ]

},

…

]


        },
        …
      ]
    },
    …
  ]
}

 

session.teamstatus.updated

This event indicates that the status of one or more team members has changed.  This event contains a body of JSON that describes the updated team members.

Event Headers

Key

Value

Notes

type

cti.event

Event messages will always have this value

name

session.teamstatus.updated

Name of this event type

target

String

See generating message targets above

...

Below is an example of the JSON contained in the event message:

Code Block
languagejson
{

...


  "teamstatusupdate" :

...

[

      {


  [
    {
      "loginid" : "<agent login id>",

...


      "firstname" : "<agent first name>",

...


      "lastname" : "<agent last name>",

...


      "extension" : "<agent extension>",

...


      "state" : "<agent state>",

...


      "statechangetime" : "<agent state change time>"

...


    },

...

…

]


    …
  ]
}

Client Warnings

This section describes the generic unsolicited warnings that can be delivered to the client.

Event Headers

Key

Value

Notes

type

cti.warning

Event messages will always have this value

name

Warning name

Name of this warning

target

String

See generating message targets above

code

String

Warning Code

message

String

Warning Message

...

Below is an example of the JSON contained in the warning message:

Code Block
languagejson
{

...


  <generic json data that is sent along with the warning>

...


}

Client Errors

This section describes the generic unsolicited errors that can be delivered to the client.

Event Headers

Key

Value

Notes

type

cti.error

Event messages will always have this value

name

Error name

Name of this error

target

String

See generating message targets above

code

String

Error Code

message

String

Error Message

...

Below is an example of the JSON contained in the error message:

Code Block
languagejson
{

...


  <generic json data that is sent along with the error>

...


}