A GC client can call this API to connect with Generic Connector.

REST JSON Format

We will use this specific format for GC REST Commands and Events for JSON API Click here for the data format

Agent Commands

Print Message

Message types and their expected output are mentioned below.

Input Message	Category	Message Type	Message Parameters	Expected Output	Comments

Input Message	Category	Message Type	Message Parameters	Expected Output	Comments
Send Heartbeat while not logged in	system	`Hello#<client_destination>`		System Status
Send Heartbeatwhile logged in	system	`Beat#<client_destination>`		System Status
Connect AgentID with Client Unique Name	agent_info	`Connect#<agent_login_Id>`	`<client_destination>,<agent_password>` `If SSO enabled` `<client_destination>,<agent_password>,<SSO>`	Connect Status SUBSCRIPTION_FAILED	No response Note We will pass SSO as a third parameter if the user is SSO Enabled, otherwise, we will send two parameters as we are sending previously
Agent Login	agent_state	`Login#<agent_login_Id>`	`<agent_password>,<agent_extension>`	Agent State, Agent Info Dialog State,
Mobile Agent Login	agent_state	`MobileAgentLogin#<agent_login_Id>`	<agent_password>,<agent_extension>,<agent_phone>,<connection_mode>	Agent State, Agent Info Dialog State	Only on UCCE but not tested yet. Set connection mode to “true” for “call by call”, “false” for “nailed connection”.
Agent Logout	agent_state	`Logout#<agent_login_Id>`		Agent State	Supervisor Command
Make agent ready	agent_state	`MakeReady#<agent_login_Id>`		Agent State
Make agent not ready	agent_state	`MakeNotReady#<agent_login_Id>`		Agent State	Supervisor Command
Get agent current state	agent_state	`GetState#<agent_login_Id>`		Agent State Dialog State
Not Ready with reason code	agent_state	`MakeNotReadyWithReason#<agent_login_Id>`	`<agent_reason_code>`	Agent State
Make a call	agent_call	`MakeCall# <agent_login_Id>`	`<Other_Party_Extension_Number>`	Agent State Inbound Call
Answer a call	agent_call	`AnswerCall# <agent_login_Id>`	`<Dialog_ID>`	Inbound Call
Hold a call	agent_call	`HoldCall#<agent_login_Id>`	`<Dialog_ID>`	Inbound Call Agent State
Unhold a call	agent_call	`RetrieveCall#<agent_login_Id>`	`<Dialog_ID>`	Inbound Call Agent State
Release a call	agent_call	`ReleaseCall#<agent_login_Id>`	`<Dialog_ID>`	Inbound Call Agent State
Get Agent Wrap-up Reason Codes	agent_work	`wrapupreasoncode#<agent_login_Id>`		Reason Codes
Get Agent Logout Reason Codes	agent_state	`reasoncodelogout#<agent_login_Id>`		Reason Codes
Get Agent Not Ready Reason Codes	agent_state	`reasoncodenotready#<agent_login_Id>`		Reason Codes
Blind Transfer	agent_call	`Transfer_sst#<agent_login_Id>`	`<Other_Party_Extension_Number>,<Dialog_ID>`	Agent State Inbound Call Consult Call Inbound Call New Inbound Call Consult Call For UCCX Inbound Call Agent State New Inbound Call	Used only in UCCE, will update later.
`Consult Call`	agent_call	`ConsultCall#<agent_login_Id>`	`<Other_Party_Extension_Number>,<Dialog_ID>`	Consult Call
Conference Inititation	agent_call	`ConsultCall#<agent_login_Id>`	`<Other_Party_Extension_Number>,<Dialog_ID>`	Consult Call
Complete Transfer	agent_call	`TransferCall#<agent_login_Id>`	`<agent_extension>,<Dialog_ID>`	Transfer Call
Complete Conference	agent_call	`Conferencecall#<agent_login_Id>`	`<agent_extension>,<Dialog_ID>`	Conference Call
Get Dialog State	agent_dialog	`getdialogstate#<agent_login_Id>`	`<Dialog_ID>`	Dialog State
Update Dialog Wrap-up Codes	agent_dialog	`wrapup#<agent_login_Id>`	`<Wrapup_Reason>,<dialog_id>`		No response is received when this event is called.
Logout with Reason	agent_state	`logoutwithreason#<agent_login_Id>`	`<ReasonCode>`	Agent State
Abrupt Agent Disconnection	agent_state	`force_logout#<agent_login_Id>`		Agent State	Had do send this message in backend but the output is same as of in Expected Output
Get Dialog State Controls	agent_dialog	`getdialogstatecontrols#<agent_login_Id>`	`<Dialog_ID>`		Not Implemented yet
Make Work Not Ready	agent_state	`makeworknotready#<agentID>`
Make Work Ready	agent_state	`makeworkready#<agentID>`
Get Dialog Participants	agent_call	`getDialogParticipants#<agent_login_id>`	`<dialog_id>`
Get Logged in Agents	agent_call	`getallagents#<agent_login_id>`		Get All Agents
Update Dialog Variable	agent_call	`update_call_variable#<agent_login_Id>`	`<dialog_id>,<variable_name=variable_value>`	Inbound Call	Will receive this InboundCall event with updated call variables
Pause Zoom Call Recording	zoom	ZOOMPauseRecording#<agent_login_Id>
Resume Zoom Call Recording	zoom	ZOOMResumeRecording#<agent_login_Id>
Refresh	agent_state	refresh#<agent_login_Id>
Get Team and Global Phonebooks	phonebook	`GetPhonebooks#<agent_login_id>`		Phonebooks
Get Team Phonebooks	team_phonebooks	GetTeamPhonebooks#<agent_login_id>	<TeamID>	TeamPhonebooks
Get Contacts of a Phonebook	contacts	`GetPhonebookContacts#<agent_login_id>`	`<PhonebookID>`	Contacts
Accept Outbound Preview Call	agent_call	AcceptOutboundPreview#<`agent_login_id`>	`<dialog_id>,<ACCEPT>`	Before Call Accepted Agent State (RESERVED) Agent State (RESERVED_OUTBOUND_PREVIEW) NewOutboundPreviewCall I nbound Call(ACTIVE) I nbound Call(ACTIVE) After Call Accepted I nbound Call(ACCEPTED) I nbound Call(INITIATING) I nbound Call(DROPPED) I nbound Call(INITIATING) I nbound Call(INITIATED) Print Message I nbound Call(ACTIVE) Call Type (OUTBOUND)	Pass ACCEPT as a second parameter if you want to accept a preview outbound call
Reject Outbound Preview Call	agent_call	RejectOutboundPreview#<`agent_login_id`>	`<dialog_id>,<REJECT>`	Before Call Rejected Agent State (RESERVED) Agent State (RESERVED_OUTBOUND_PREVIEW) NewOutboundPreviewCall I nbound Call(ACTIVE) I nbound Call(ACTIVE) After Call Rejected I nbound Call(ACTIVE) I nbound Call(DROPPED)	Pass REJECT as a second parameter if you want to reject preview outbound call
Close Outbound Preview Call	agent_call	CloseOutboundPreview#<`agent_login_id`>	`<dialog_id>,<CLOSE>`	Before Call Closed Agent State (RESERVED) Agent State (RESERVED_OUTBOUND_PREVIEW) NewOutboundPreviewCall I nbound Call(ACTIVE) I nbound Call(ACTIVE) After Call Closed I nbound Call(ACTIVE) Inbound Call(DROPPED)	Pass CLOSE as a second parameter if you want to close preview outbound call
Outbound Progressive Call	agent_call	`AnswerCall# <agent_login_Id>`	`<Dialog_ID>`	Agent State (RESERVED) Agent State (RESERVED_OUTBOUND) NewOutboundCall Print Message Inbound Call Call Type (OUTBOUND)
Outbound Predictive Call	gent_call	`AnswerCall# <agent_login_Id>`	`<Dialog_ID>`	Agent State (RESERVED) Agent State (RESERVED_OUTBOUND) NewOutboundCall Print Message Inbound Call Call Type (OUTBOUND)
Schedule a callback call	agent_call	`SHCEDULECALLBACK#<agent_login_id>`	<targetMediaAddress>,<dialog_id>,<callbackTime>,<callbackNumber>	Print Message Inbound Call Callback scheduled Print Message

(4.4.11) Generic Connector JSON API

Agent Commands

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