The multimedia interaction destination is a specialized type of generic interaction destination for email and chat interactions.  The destination is used to monitor and control the interaction’s CTI state.  The multimedia interaction destination inherits all the features of the generic interaction destination.

The multimedia interaction destination follows the same lifecycle of setup, initialization, and tear down of the generic interaction destination.  The following figure depicts the initialization phase of an interaction destination:

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

Queries & Responses

This section defines any deltas between the generic interaction destination queries and those appropriate for the multimedia interaction destination.

interaction.query.init

The format and contents of the query message remains the same for the multimedia interaction destination.  There are no additional JSON elements defined for multimedia interactions.

Requests

The multimedia interaction destination doesn’t define any requests beyond those defined for the generic interaction destination.

Client Events

This section describes the possible events the client can send the processor bridge over the multimedia interaction destination beyond those defined for the generic interaction destination.  In most cases, these events are unsolicited though may be the indirect result of executing a previously received request message.

interaction.alerting

This event indicates that a multimedia interaction is waiting to be accepted by the agent.

Event Headers

Event Properties