Table of Contents
Abbreviations
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The purpose of this document is to assist Generic Connector client applications developers to understand the flow of messages between GC and GC-Client.
New In This Release
For new features in the 4.0 release, see the Generic Connector Install Guide V 4.0.
Before You Start
You’re expected to have a good understanding of JMS and broker based communication using ActiveMQ. You should know what are Topics and Queues, what is the difference between them and how they can be used in different contexts. While you are exploring ActiveMQ, many questions arise in your mind and those are answered here.
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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:
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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:
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<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 |
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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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