A telephony channel destination is a special type of generic channel destination created by the processor bridge when a telephony channel is added to a channel group. This destination inherits all the basic messages defined for the generic channel and includes some additional features.
Dial new outbound interaction
The telephony channel destination follows the exact lifecycle of the generic channel.
Queries & Responses
The telephony channel destination does not include any additional query messages beyond those defined for the generic channel destination.
Requests
This section defines the requests the processor bridge may make to a telephony channel destination in addition to those defined for the generic channel 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.
channel.request.dial
Instructs the client to make an outbound call to the provided destination number. If successful, this request must result in a new interaction becoming available on the channel. The request can occur any time between the initialization and tear down phase of the channel destination.
Request Headers
Key | Value | Notes |
|---|---|---|
type | cti.request | Request messages will always have this value |
name | channel.request.dial | 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 |
|---|---|---|
destination | String | Number to dial. This may be an internal extension or an external DID |
Response Headers
Key | Value | Notes |
|---|---|---|
type | cti.response | Response messages will always have this value |
name | channel.request.dial | 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 |
Special Considerations
This request will trigger a complex chain of events. The following figure illustrates the timing of actions:
Client Events
The telephony channel destination does not require any additional event messages beyond those defined for the generic channel destination.