This chapter provides a general specification for Interaction Processor type network services. It contains these sections:
· Service Overview
· Service Specific Information
· Service Requests and Responses
· Service Events
· Session Resource
· Session Resource Requests and Responses
· Session Resource Events
· UCCX Report Service Resource
· Report Request
Service Overview
An Interaction Processor type service is responsible for managing agent sessions and providing access to its underlying CTI for call control and possibly multimedia functionality. All Interaction Processor services must support each request, response, and event detailed here unless otherwise marked optional. However, they are free to expand on the structures of those messages as well as define new messages.
Service Specific Information
Each registered service has information specific to its service type, vendor, or instance. This information is available through the getServices Core Request or as part of the events produced by the Service Monitor Service.
The "instance-domain" property is used to identify a group of interaction processors running within separate integration platforms that are working together to service the same pool of clients. The set of clients will spread their connections across the platform instances hosting the correct domain. The following information must be provided by all Interaction Processor type services.
{
"vendor", "<vendor-name>",
"version", "<current-version>",
"cti-vendor": "<cti-vendor-name>",
"cti-version": "<cti-version>",
"instance-domain": "<instance-domain>"
}
Service Requests and Responses
This section documents the requests that interaction processors must support and the responses that should be returned.
prepareSession
The prepareSession request is used by a client to initialize a new agent session on this interaction processor. The client provides a set of credentials for the agent. After validating the given credentials, the processor creates a new dynamic network resource to represent the agent's session. The resource's unique identifier is included in the response so the client can easily bind to the resource.
The "model" property identifies which call model should be used for the agent session. If this property is missing or blank, the default model will be used. The "override" property determines what will happen if there is already a session underway for the given agent. A value of false will generate a confirmation type response if a session exists. A value of true will forcefully destroy the existing session and create a new one.
It is recommended that clients initially use a value of false for this property and allow the user to decide if they want to destroy the session. If the user requests the session be removed, the client would send a second request with a value of true for the "override" property.
Request
{
"command": "prepareSession",
"data":
{
"model": "<name-of-call-model>",
"override": true | false,
"agent":
{
"id": "<agent-id>",
"password": "<agent-password>"
}
}
}
Confirmation Response
{
"command": "prepareSession",
"result": "confirm",
"message": "<confirmation-prompt-text>",
"original":
<Contains the original prepareSession request JSON structure>
}
Success Response
{
"command": "prepareSession",
"result": "success",
"resource":
{
"id": "<resource-id>",
"data":
<Contains the original data property of the request>
}
}
Failure Response
{
"command": "prepareSession",
"result": "failure",
"failure":
{
"code": "<error-code-for-failure>",
"message": "<error-message>",
"context": "<stack-trace-if-applicable>"
}
"original":
<Contains the original prepareSession request JSON structure>
}
Secondary Events
This request should not generate any secondary service events.
getCapabilities
The getCapabilities request is used by a client to discover the capabilities of this interaction processor.
Request
{
"command": "getCapabilities",
"data":
{
}
}
Success Response
{
"command": " getCapabilities ",
"result": "success",
"data":
{
<key value pairs of capabilities>
}
}
Failure Response
{
"command": " getCapabilities ",
"result": "failure",
"failure":
{
"code": "<error-code-for-failure>",
"message": "<error-message>",
"context": "<stack-trace-if-applicable>"
}
"original":
<Contains the original getCapabilities request JSON structure>
}
Secondary Events
This request should not generate any secondary service events.
Service Events
The basic interaction processor type service does not generate service events. However, particular implementations may do so.
UCCX Report Server Resource
The UCCX Report Server resource provides access to UCCX specific reports. This resource is only available from the UCCX Processor Service. This resource has a resource type of "com.openmethods.iserver.processor.reporting.uccx".
UCCX Report Server Resource Messages
All reports are available through a single request. The "command" property of request identifies the name of the report being requested. The "data" property carries any report specific information that is needed to execute the report.
Report Requests
report.calljourney
The call journey report provides information about what devices a call has touched and the time spent during each step of the journey.
Request
{
"command": "report.calljourney",
"data":
{
"CallId" : "<uccx id for call>"
}
}
Success Response
{
"command": "report.calljourney",
"result": "success",
"data" :
{
"CallJourney" :
[
{
"CallId" : "<source call id>",
"Device" : "<device id>",
"DeviceType" : "<device type>",
"Description" : "<description>",
"Duration" : "<formatted time value>"
},
…
]
}
}
Failure Response
{
"command": "report.calljourney",
"result": "failure",
"failure":
{
"code": "<error-code-for-failure>",
"message": "<error-message>",
"context": "<stack-trace-if-applicable>"
}
"original":
<Contains the original request JSON structure>
}
report.teamstatus.begin
The team based agent status report provides agent status information for all UCCX team members.
Request
{
"command": "report.teamstatus.begin",
"data":
{
"agentId" : "<uccx id for agent>"
}
}
Success Response
{
"command": "report.teamstatus.begin",
"result": "success",
"data" :
{
}
}
Failure Response
{
"command": "report.teamstatus.begin",
"result": "failure",
"failure":
{
"code": "<error-code-for-failure>",
"message": "<error-message>",
"context": "<stack-trace-if-applicable>"
}
"original":
<Contains the original request JSON structure>
}
report.teamstatus.end
The team based agent status report provides agent status information for all UCCX team members.
Request
{
"command": "report.teamstatus.end",
"data":
{
"agentId" : "<uccx id for agent>"
}
}
Success Response
{
"command": "report.teamstatus.end",
"result": "success",
"data" :
{
}
}
Failure Response
{
"command": "report.teamstatus.end",
"result": "failure",
"failure":
{
"code": "<error-code-for-failure>",
"message": "<error-message>",
"context": "<stack-trace-if-applicable>"
}
"original":
<Contains the original request JSON structure>
}
Report Events
report.teamstatus.teamchanged
Indicates that the team name has changed.
{
"name": "report.teamstatus.teamchanged",
"data":
{
"agentId": "<uccx id of agent>",
"team":
{
"teamId": "<uccx id for team>",
"teamName": "<name for team>"
}
}
}
report.teamstatus.teamremoved
Indicates that the agent has been removed from a team or that the team has been completely removed from uccx.
{
"name": "report.teamstatus.teamremoved",
"data":
{
"agentId": "<uccx id of agent>",
"team":
{
"teamId": "<uccx id for team>",
"teamName": "<name for team>"
}
}
}
report.teamstatus.teamadded
Indicates that the agent has been added to a new team.
{
"name": "report.teamstatus.teamadded",
"data":
{
"agentId": "<uccx id of agent>",
"team":
{
"teamId": "<uccx id for team>",
"teamName": "<name for team>",
"members":
[
{
"memberId": "<uccx id for team member>",
"memberType": <"Agent" | "Supervisor" | "TeamLead">,
"memberName": "<uccx name for member>",
"status": <"ready" | "not_ready" | "ACW">,
"reason": "<uccx reason code>"
},
…
]
}
}
}
report.teamstatus.memberadded
Indicates that one or more team members were added to a team.
{
"name": "report.teamstatus.memberadded",
"data":
{
"agentId": "<uccx id of agent>",
"team":
{
"teamId": "<uccx id for team>",
"teamName": "<name for team>",
"members":
[
{
"memberId": "<uccx id for team member>",
"memberType": <"Agent" | "Supervisor" | "TeamLead">,
"memberName": "<uccx name for member>",
"status": <"ready" | "not_ready" | "ACW">,
"reason": "<uccx reason code>"
},
…
]
}
}
}
report.teamstatus.memberstatuschanged
Indicates that one or more team members' status has changed.
{
"name": "report.teamstatus.memberstatuschanged",
"data":
{
"agentId": "<uccx id of agent>",
"team":
{
"teamId": "<uccx id for team>",
"teamName": "<name for team>",
"members":
[
{
"memberId": "<uccx id for team member>",
"memberType": <"Agent" | "Supervisor" | "TeamLead">,
"memberName": "<uccx name for member>",
"status": <"ready" | "not_ready" | "ACW">,
"reason": "<uccx reason code>"
},
…
]
}
}
}
report.teamstatus.memberremoved
Indicates that one or more team members have been removed from the team.
{
"name": "report.teamstatus.memberremoved",
"data":
{
"agentId": "<uccx id of agent>",
"team":
{
"teamId": "<uccx id for team>",
"teamName": "<name for team>",
"members":
[
{
"memberId": "<uccx id for team member>"
},
…
]
}
}
}
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