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:

It is important to note that with all CTI resource related destinations, no event messages should be raised prior to receiving and responding to the initialization query message.

Queries & Responses

This section defines the possible query messages the processor bridge may send related to the session destination and the format of any expected result messages.

session.query.init

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

Special Considerations

The processor bridge will use the information provided in the response message to create a channel group communication destination. Any session related events sent to the destination remain in queue until these objects are initialized themselves. Once this is complete, the events are processed in the order they arrived.

Requests

This section defines the possible requests the processor bridge may make to the session destination. The client will always generate a response message as a result of these requests. Some requests require the client to perform actions in a particular order. These constraints will be detailed in the description of the request.

session.request.createchannelgroup

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

session.request.close

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

session.request.externallogoutreasons

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

session.request.externalnotreadyreasons

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

session.request.dispose

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

session.request.getteamstatus

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

Response Body

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

{

"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

Client Events

This section describes the possible events the client can send the processor bridge to the session destination. In most cases, these events are unsolicited though may be the indirect result of executing a previously received request message.

session.closed

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

session.channelgroup.added

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)

session.externallogoutreasons.updated

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

Event Body

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

{

"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

Event JSON

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

{

"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

Event JSON

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

{

"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

Warning JSON

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

{

}

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

Error JSON

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

{

}

Session Destination Messages

Queries & Responses

session.query.init

Query Headers

Query Body Properties

Response Headers

Response Body Properties

Special Considerations

Requests

session.request.createchannelgroup

Request Headers

Request Properties

Response Headers

session.request.close

Request Headers

Request Properties

Response Headers

session.request.externallogoutreasons

Request Headers

Request Properties

Response Headers

session.request.externalnotreadyreasons

Request Headers

Request Properties

Response Headers

session.request.dispose

Request Headers

Request Properties

Response Headers

session.request.getteamstatus

Request Headers

Request Properties

Response Headers

Response Body

session.request.stopteamstatus

Request Headers

Request Properties

Response Headers

Client Events

session.closed

Event Headers

Event Properties

session.channel.added

Event Headers

Event Properties

session.channelgroup.added

Event Headers

Event Properties

session.externallogoutreasons.updated

Event Headers

Event Body

session.externalnotreadyreasons.updated

Event Headers

Event JSON

session.teamstatus.updated

Event Headers

Event JSON

Client Warnings

Event Headers

Warning JSON

Client Errors

Event Headers

Error JSON