Table of Contents
Abbreviations
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Command: Mobile Agent Login | |
JMS-Type | MOBILEAGENTLOGIN#<agent_login_Id> |
JMS-Body | <agent_password>,<agent_extension>,<dialNumber>,<connection_mode> |
<agent_login_Id> | Agent login Id to log on to finesse. |
<agent_password> | Agent password to log on to finesse. |
<agent_extension> | Agent extension used to make and receive calls from finesse |
| <dialNumber> | The phone number that the system calls to connect with the mobile agent |
| <connection_mode> | The connection mode for the call (connection mode to “true” for “call by call”, “false” for “nailed connection”.) |
Expected Event (s) | Three events will be sent: |
Possible Error (s) | Following errors are possible:
|
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Command: TransferCall | |
JMS-Type | TransferCall#<agent_login_Id> |
JMS-Body | <Agent_Extension>,<Dialog_ID> |
<agent_login_Id> | Login id of the agent. |
<Dialog_ID> | ID of new inbound call (Main Call Dialog Id) |
<Agent_Extension> | Extension of the agent. (Extension of the 2nd agent) |
Expected Event (s) | The following events will arrive: |
Possible Error (s) | |
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Command: ConferenceCall | |
JMS-Type | Conferencecall#<agent_login_Id> |
JMS-Body | <Agent_Extension>,<Dialog_ID> |
<agent_login_Id> | Login id of the agent. |
<Dialog_ID> | ID of new inbound call (Main Call Dialog Id) |
<Agent_Extension> | Extension of the agent. (Extension of the 2nd agent) |
Expected Event (s) | The following events will arrive: |
Possible Error (s) | |
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Command: BargIn_Call | |
JMS-Type | RejectOutboundPreview#<agent_login_id> |
JMS-Body | <dialog_id>,<REJECT> |
<agent_login_Id> | Login ID of the agent. |
| <dialog_id> | Id of dialog |
| <REJECT> | String parameter |
Expected Event (s) | |
Possible Error (s) | |
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Command: BargIn_Call | |
JMS-Type | CloseOutboundPreview#<agent_login_id> |
JMS-Body | <dialog_id>,<CLOSE> |
<agent_login_Id> | Login ID of the agent. |
| <dialog_id> | Id of dialog |
| <CLOSE> | String parameter |
Expected Event (s) | |
Possible Error (s) | |
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Command: SkillGroup | |
JMS-Type | GETSKILLGROPU#<agent_login_id> |
JMS-Body | |
<agent_login_Id> | Login ID of the agent. |
Expected Event (s) | |
Possible Error (s) | |
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Command: supervisors | |
JMS-Type | GETSUPERVISOR#<agent_login_id> |
JMS-Body | |
<agent_login_Id> | Login ID of the agent. |
Expected Event (s) | |
Possible Error (s) | |
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| Note | ||
|---|---|---|
| ||
CallbacksRegular Callbacks Any agent who is assigned to the campaign can handle regular callbacks. Personal Callbacks Only an agent who dealt with the original call can set a personal callback. The dialer offers the agent the personal callback using a mode similar to the Preview dialing mode. Personal callback supports three callback modes:
this configuration will be done at the campaign management side, we will only schedule a callback Can we schedule a callback again on callback? Yes, we can schedule a callback again on the callback. |
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Command: Schedule_callback_Call | |
JMS-Type | SHCEDULECALLBACK#<agent_login_id> |
JMS-Body | <targetMediaAddress>,<dialog_id>,<callbackTime>,<callbackNumber> |
<agent_login_Id> | Login ID of the agent. |
| <dialog_id> | The ID of the dialog |
| <targetMediaAddress> | The extension of the agent who is making the request |
| <callbackTime> | callback time |
| <callbackNumber> | callback number |
Expected Event (s) | |
Possible Error (s) | |
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Command: Update_callback_Call | |
JMS-Type | UPDATECALLBACK#<agent_login_id> |
JMS-Body | <targetMediaAddress>,<dialog_id>,<callbackTime>,<callbackNumber> |
<agent_login_Id> | Login ID of the agent. |
| <dialog_id> | The ID of the dialog |
| <targetMediaAddress> | The extension of the agent who is making the request |
| <callbackTime> | callback Time |
| <callbackNumber> | callback Number |
Expected Event (s) | |
Possible Error (s) | |
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Command: cancel_scheduled_Call | |
JMS-Type | CANCELSHCEDULECALLBACK#<agent_login_id> |
JMS-Body | <targetMediaAddress>,<dialog_id> |
<agent_login_Id> | Login ID of the agent. |
| <dialog_id> | Id of dialog |
| <targetMediaAddress> | The extension of the agent who is making the request |
Expected Event (s) | |
Possible Error (s) | |
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Command: Reclassify _Call | |
JMS-Type | RECLASSIFYCALL#<agent_login_id> |
JMS-Body | <targetMediaAddress>,<dialog_id>,<Value> |
<agent_login_Id> | Login ID of the agent. |
| <dialog_id> | The ID of the dialog |
| <targetMediaAddress> | The extension of the agent who is making the request |
| <Value> | Reclassify value |
Expected Event (s) | |
Possible Error (s) | |
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Command: Reject_Outbound_Call | |
JMS-Type | RejectOutboundPreview#< |
JMS-Body | <dialog_id>,<REJECT> |
<agent_login_Id> | Login ID of the agent. |
| <dialog_id> | Id of dialog |
| <REJECT> | String parameter |
Expected Event (s) | |
Possible Error (s) | |
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Event: AgentInfo | |
JMS-Type | NULL |
JMS-Body | For Agent <agent_login_Id>#AgentInfo#<agent_first_name>#<agent_last_name>#<Is_Supervisor>#<wrap_up_mode>#<agent_teamId>#<agent_full_name>#<agent_login_name> For Supervisor <agent_login_Id>#AgentInfo#<agent_first_name>#<agent_last_name>#<Is_Supervisor>#<wrap_up_mode>#TotalNumberOfTeams:TeamsCount#<team_1_id><team_1_name>|<team_2_id><team_2_name>#<agent_teamId>#<agent_full_name>#<agent_login_name> |
<agent_login_Id> | Agent’s login Id, which is logged in |
<agent_first_name> | Agent’s First Name |
<agent_last_name> | Agent’s Last Name |
<Is_Supervisor> | Is this agent has the role of Supervisor. True | False |
| teams | it's a list of all teams. Each element is a team object as defined below. |
| team_id | id of the team |
| team_name | name of the team |
<wrap_up_mode> | Configured wrapup mode for agent. Allowed values for wrap_up mode are:
|
Event Category | agent_info |
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Event: State | |
JMS-Type | NULL |
JMS-Body | <agent_login_Id>#State#<agent_current_state>#<resonCodeId>#<agent_StateChangeTimeString>#<agent_PendingState>#<agent_StateChangeTime>#<agent_full_name>#<agent_login_Id>#<agent_Extension>#<agent_StateChangeReasonLabel>#<agent_full_name>#<agent_login_name> |
<agent_login_Id> | Agent’s login Id, which is logged in |
<agent_current_state> | Current State of Agent. Possible states are:
|
<resonCodeId> | Reason code for state change. In case of LOGOUT and NOT_READY for the first time it will be -1. After that whenever you change state with reason code, that reason code will be sent along. In case of ready, it will be empty. |
| <agent_full_name> | name of the agent |
| <agent_login_Id> | login id of the agent |
| <agent_Extension> | login extension of the agent |
| <agent_StateChangeReasonLabel> | Label of any state change |
Event Category | agent_state |
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Event: QueueList | |
JMS-Type | NULL |
JMS-Body | UCCE Payload <agent_supervisor_login_Id>#QueueList# UCCX Payload For Supervisor <agent_supervisor_login_Id>#QueueList# For Agent <agent_login_Id>#QueueList# |
<agent_supervisor_login_Id> | Agent’s login Id, which is logged in |
<queue_name> | Name of Queue |
<Number_of_CallsInQueue> | No of Calls in Queue |
<Number_of_Agents_Ready> | No of agents in READY state |
<Number_of_Agents_NotReady> | No of agents in NOT_READY state |
<number_of_agents_talking_inbound> | No of agents TALKING on INBOUND calls |
<number_of_agents_talking_outbound> | No of agents TALKING on OUTBOUND calls |
<number_of_agents_talking_internal> | No of agents talking internal |
<number_of_agents_in_wrapup_ready_state> | No of agents in WRAPUP READY state |
<number_of_agents_in_wrapup_notready_state> | No of agents in WRAPUP NOT_READY state |
| <queue_1_WaitingCalls> | Number of calls in queue for a CSQ. |
| <queue_1_AgentsLoggedIn> | Number of agents in Logged-In state. |
| <queue_1_AgentsInAfterCallWork> | Number of agents in Work state. |
| <queue_1_AgentsTalking> | Number of agents in Talking state. |
| <queue_1_AgentsReserved> | Number of agents in Reserved state. |
| <queue_1_HandledCalls> | Number of calls that are answered by the agents in the CSQ. |
| <queue_1_AbandonedCalls> | Number of calls that are abandoned for a CSQ. |
| <queue_1_TotalCalls> | Number of calls that are presented to the CSQ. |
| <queue_1_LongestHandleTime> | Longest talk time of any call that the agent handled. |
<agent_full_name> | Full name of Supervisor |
Event Category | supervisor_queue_info |
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Event: TeamUsersList | |
JMS-Type | NULL |
JMS-Body | <agent_supervisor_login_Id>#TeamUsersList#FirstName:<user_1_firstName>,LastName:<user_1_lastName>,Extension:<user_1_extension>, |
<agent_supervisor_login_Id> | Agent’s login Id, which is logged in |
| <user_firstName> | User's first name |
| <user_lastName> | User's last name |
| <user_extension> | User's extension |
| <user_loginID> | User's login ID |
| <user_state> | User's state |
| <user_pendingState> | User's pending State |
| <user_mediaType> | User's media Type |
| <user_stateChangeTime> | User's state Change Time |
| <user_stateChangeLabel> | User's state Change Label |
Event Category | supervisor_team_user |
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Event: Phonebook | |
JMS-Type | NULL |
JMS-Body | <agent_supervisor_login_Id>#Phonebooks#name:<phonebook_1_name>,type:<phonebook_1_type>,id:<phonebook_1_id> If no data found <agent_supervisor_login_Id>#Phonebooks#NoPhoneBookFound |
<agent_login_Id> | Agent’s login Id, which is logged in |
| <phonebook_name> | PhoneBook name |
| <phonebook_type> | PhoneBook type |
| <phonebook_id> | PhoneBook Id |
Event Category | phonebook |
...
Event: Phonebook | |
JMS-Type | NULL |
JMS-Body | <agent_supervisor_login_Id>#PhonebookContacts#description:<contact_1_description>,firstName:<contact_1_firstName>,lastName:<contact_1_lastName>,phoneNumber:<contact_1_phoneNumber>,id:<contact_1_id> If no data found <agent_supervisor_login_Id>#PhonebookContacts#NoContactFound |
<agent_login_Id> | Agent’s login Id, which is logged in |
| <contact_description> | Description of contact |
| <contact_firstName> | Contact first name |
| <contact_lastName> | Contact last name |
| <contact_phoneNumber> | Contact phone number |
| <contact_id> | Contact Id |
Event Category | contacts |
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Event: TeamUsersList | |
JMS-Type | NULL |
JMS-Body | <agent_supervisor_login_Id>#TeamPhoneBooks#name:<phonebook_1_name>,type:<phonebook_1_type>,id:<phonebook_1_id> If no data found <agent_supervisor_login_Id>#TeamPhoneBooks#NoTeamPhoneBookFound |
<agent_supervisor_login_Id> | Agent’s login Id, which is logged in |
| <phonebook_name> | PhoneBook name |
| <phonebook_type> | PhoneBook type |
| <phonebook_id> | PhoneBook Id |
Event Category | phonebook |
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