Generic Connector JTAPI
A GC client can call this API to connect with Generic Connector.
Agent Commands
Message types and their expected output are mentioned below.
Input Message | Category | Message Type | Message Parameters | Expected Output | Comments |
|---|---|---|---|---|---|
Send Heartbeat while not logged in | system |
| |||
Send Heartbeatwhile logged in | system |
| Not implemented in client yet. | ||
Connect AgentID with Client Unique Name | agent_info |
|
| No response | |
Agent Login | agent_state |
|
| ||
Mobile Agent Login | agent_state |
| <agent_password>,<agent_extension>,<agent_phone>,<connection_mode> | Only on UCCE but not tested yet. | |
Agent Logout | agent_state |
| |||
Make agent ready | agent_state |
| |||
Make agent not ready | agent_state |
| |||
Get agent current state | agent_state |
| |||
Not Ready with reason code | agent_state |
|
| ||
Make a call | agent_call |
|
| ||
Answer a call | agent_call |
|
| ||
Hold a call | agent_call |
|
| ||
Unhold a call | agent_call |
|
| ||
Release a call | agent_call |
|
| ||
Get Agent Wrap-up Reason Codes | agent_work |
| |||
Get Agent Logout Reason Codes | agent_state |
| |||
Get Agent Not Ready Reason Codes | agent_state |
| |||
Blind Transfer | agent_call |
|
| Used only in UCCE, will update later. | |
Transfer Initiation | agent_call |
|
| ||
Conference Inititation | agent_call |
|
| ||
Complete Transfer | agent_call |
|
| ||
Complete Conference | agent_call |
|
| ||
Get Dialog State | agent_dialog |
|
| ||
Update Dialog Wrap-up Codes | agent_dialog |
|
| No response is received when this event is called. | |
Logout with Reason | agent_state |
|
| ||
Abrupt Agent Disconnection | 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 |
|
| Not implemented in client yet | |
Make Work Not Ready | agent_state |
| Not implemented in client yet | ||
Make Work Ready | agent_state |
| Not implemented in client yet | ||
Get Dialog Participants | agent_call |
|
| Deprecated, Not implemented in client yet | |
Get Logged in Agents | agent_call |
| |||
Update Dialog Variable | agent_call |
|
| Not implemented in client yet | |
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 |
| |||
Get Contacts of a Phonebook | contacts |
|
| ||
Accept Outbound Preview Call | agent_call | AcceptOutboundPreview#< |
| Pass ACCEPT as a second parameter if you want to accept preview outbound call | |
Reject Outbound Preview Call | agent_call | RejectOutboundPreview#< |
| Pass REJECT as a second parameter if you want to reject preview outbound call | |
Close Outbound Preview Call | agent_call | CloseOutboundPreview#< |
| Pass CLOSE as a second parameter if you want to close preview outbound call |
Supervisor Commands
Input Message | Category | Message Type | Message Parameters | Expected Output | Comments |
|---|---|---|---|---|---|
Get Queue Info | supervisor_queue_info |
| |||
Silent Monitor (Supervisor Function) | supervisor_dialog |
|
| ||
End Silent Monitor (Supervisor Function) | supervisor_dialog |
|
| ||
Drop Participant (Supervisor Function) | supervisor_dialog |
|
| ||
Get Team Users (Supervisor Function) | supervisor_team |
|
| If you want to get team user and also want to subscribe team events then pass
Otherwise just pass
| |
Get Team Users State (Supervisor Function) | supervisor_team_member_state |
|
| Not implemented in client yet | |
Make a Barge Call | agent_call |
|
|
Admin Commands
Input Message | Category | Message Type | Message Parameters | Expected Output | Comments |
|---|---|---|---|---|---|
Get Team and Global Phonebooks | phonebook |
| |||
Get Contacts of a Phonebook | contacts |
|
| ||
Get Team Phonebooks | phonebook |
|
GC Events
GC events as published by GC after receiving Finesse events:
System Status
Attribute | Value | Description | Sample Output |
|---|---|---|---|
type | System | System{
"type": "System",
"status": "OUT_OF_SERVICE"
}
| |
status | IN_SERVICE | OUT_OF_SERVICE |
Agent Info
Attribute | Value | Description | Sample Output |
|---|---|---|---|
type | AgentInfo | Agent Info{
"type": "AgentInfo",
"firstName": "jehanzeb4",
"lastName": "riaz",
"supervisor": false,
"wrapUpOnIncoming": "",
"teams": [],
"team": {
"id": "7",
"name": "Demo"
},
"agentId": "jehanzeb4"
} | |
firstName | Agent's first name | ||
lastName | Agent's last name | ||
supervisor | true | false | Is this agent a supervisor? | |
wrapUpOnIncoming | |||
teams | If the agent is a supervisor, it's an array of all teams. Each element is a team object as defined below. | ||
team | Agent's team | ||
agentId | Agent ID |
Agent State
Attribute | Value | Description | Sample Output |
|---|---|---|---|
type | State | Agent State{
"type": "State",
"agentId": "jehanzeb6",
"state": "NOT_READY",
"reasonCode": "8",
"stateChangeTimeString": "",
"pendingState": "",
"stateChangeTime": "2019-09-17 12:46:21"
} | |
agentId | Agent ID | ||
State | Agent state | From one of the following agent states: UNKNOWN, | |
reasonCode | Not Ready reason codes as defined in Finesse | ||
stateChangeTimeString | not used | ||
pendingState | Only available with UCCE and as passed by Cisco Finesse | ||
stateChangeTime | 2019-09-17 12:46:21 | Date & Time of state change |