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_notification_reminder_buffer

Section: General
Default Value: 300
Valid Values: string
Changes Take Effect: Immediately
Modified: 8.5.211.01

Specifies the number of seconds before the callback dial time to trigger the Notification Reminder. By default, the reminder is sent 300 seconds (5 minutes) before the system dials the callback.

_enable_notification_reminder

Section: General
Default Value: false
Valid Values: boolean
Changes Take Effect: Immediately
Introduced: 8.5.211.01

True to enable the callback notification reminder capability. If both this option and the _enable_status_notification option are true, the Callback Service sends an additional _cbe_on_callback_reminder event notification a few seconds before the dial time. To specify when the _cbe_on_callback_reminder notification is sent, configure the _notification_reminder_buffer option.

_notification_reminder_buffer

Section: General
Default Value: 300
Valid Values: string
Changes Take Effect: Immediately
Modified: 8.5.211.01

Specifies the number of seconds before the callback dial time to trigger the Notification Reminder. By default, the reminder is sent 300 seconds (5 minutes) before the system dials the callback.

_enable_notification_reminder

Section: General
Default Value: false
Valid Values: boolean
Changes Take Effect: Immediately
Introduced: 8.5.211.01

True to enable the callback notification reminder capability. If both this option and the _enable_status_notification option are true, the Callback Service sends an additional _cbe_on_callback_reminder event notification a few seconds before the dial time. To specify when the _cbe_on_callback_reminder notification is sent, configure the _notification_reminder_buffer option.

_status_notification_debug

Section: no category
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately


If true, enables the debug mode for notification.

_status_notification_language

Section: no category
Default Value: false
Valid Values: String
Changes Take Effect: Immediately


Application language that matches one of the supported languages used for push notifications.

_status_notification_debug

Section: no category
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately


If true, enables the debug mode for notification.

_status_notification_target

Section: General
Default Value:
Valid Values: String
Changes Take Effect: Immediately


Target to which to publish notifications according to the _status_notification_type notification type:

  • If _status_notification_type = httpcb, then set _status_notification_target to the target URL to which to push the notifications.
  • If _status_notification_type = orscb, then set _status_notification_target to the target ORS session ID.
Tip
This is an advanced parameter. To modify the value of an advanced parameter, you must enable Advanced Parameters in the Service Management UI.

This option is mandatory.

_status_notification_type

Section: General
Default Value:
Valid Values: httpcb, orscb
Changes Take Effect: Immediately


Notification type to use when publishing the notification. You should use httpcb in most cases. Use orscb to publish notifications in Orchestration Server for advanced ORS-based customizations.

Tip
This is an advanced parameter. To modify the value of an advanced parameter, you must enable Advanced Parameters in the Service Management UI.

_enable_status_notification

Section: General
Default Value: false
Valid Values: false, subscribe_notify, notify
Changes Take Effect: Immediately


Enables the callback status notifications and defines the notification subscription for the Callback application.

  • false – The Callback Service assumes that the client application has already subscribed for status notifications.
  • subscribe_notify – The callback application will subscribe for status notification on behalf of the client application.
  • notify – The client application has already subscribed for status notifications.

This option will override the settings in the GMS events transaction list.

Tip
This is an advanced parameter. To modify the value of an advanced parameter, you must enable Advanced Parameters in the Service Management UI.

This option is mandatory.

Enable Status Notifications

Modified in 8.5.211

Version Update
8.5.105 The Callback service can now publish notifications to GMS that distributes these notifications to the target specified in the callback's service request, and consequently, to the subscribers of these notifications. The possible targets can be an ORS session of an existing GMS service (orscb notification type) or any URL (httpcb notification type).
8.5.107 You can now receive two types of notifications: Callback SCXML and additional GMS Callback notifications.
Important
By default, this feature is turned off for all callback services.
8.5.211 GMS can now send a notification reminder event before the callback is dialed.

To enable Callback Status Notifications (SCXML), you can either:

  • Enable the Default Status Notifications (from SCXML).
  • Create a Transaction Event object that overwrites the list of default notifications and assign it to your Callback Service. You can configure additional GMS Callback Status notifications by using the Transaction List entries which override the defaults. In that scenario, the notifications will only report the events specified in this Transaction List.
  • Add notifications parameters to your Callback Services query.

Callback will send the notification events and provides two subscription modes to receive them:

  • subscribe_notify—Callback subscribes for your application to the notifications.
  • notify—Your application must subscribe to receive events.

Enable Default Status Notifications in a Callback Service

1

To receive default callback status notifications (SCXML), open the Service Management User Interface and navigate to your Callback Service (in the Configured Services panel).

Enable Advanced Parameters and configure the following options in the General section:

You can add the following additional parameters to your Callback queries:

The _status_notification_debug option defines the URL where the notifications will be pushed using HTTP POST requests.

Tip
The orscb notification type should be used for advanced ORS customization only.

Enable Reminder Notifications

If you enabled default status notifications, you can also enable the Reminder Notifications in your Callback service. Configure _enable_notification_reminder to true and, by default, the system will send the _cbe_on_callback_reminder notification event 300 seconds before the dial time of the call. You can change the value of the _notification_reminder_buffer option to get the reminder notification earlier or later.

Overwrite Default Notifications with a Transaction List

1

Start by defining a Transaction List object that includes the notifications and the associated events triggering notifications.

Open Genesys Administrator. In PROVISIONING > Routing/eServices > Transactions, click New to create the GMS_Events list.

In the Options tab, create a properties section with:

  • _enable_status_notification = subscribe_notify
  • _status_notification_provider = <customerprovider> or blank for default provider
  • _status_notification_type = httpcb
  • _status_notification_target=<Target URL>
  • _status_notification_debug= false
  • _status_notification_language = <language> where the language matches one of the supported languages used for push notifications.


Then, create a section for each subscribed event and define the data that your application needs to receive in the notification event.

  • notify_params—The comma-separated list of callback parameters to retrieve. See the reference to get the list of parameters that can be retrieved. Note that you can also retrieve some specific user data there in addition to callback parameters.
  • notify_custom—(Optional) A JSON object of the custom attached data to send in the notification in addition to the callback parameters set in notify_params.
Tip
  • Either click New to add the following options or copy the source below to a GMS_Events.cfg file that you can import in your Transaction List.
  • You do not have to include all the events listed below.
  • The notify_custom parameter should suite your use case or can be removed if not needed.

In the XML sample below, c_target must match c_target as provided by URS.

[properties]
_enable_status_notification = notify
_status_notification_provider =
_status_notification_type = httpcb 
_status_notification_target =<your URL>
 
[_cbe_on_service_create]
notify_params = _service_id, _service_name, _customer_number, _urs_virtual_queue
notify_custom = {"name1":"value1", "name2": "value2"}
 
[_cbe_on_virtual_ixn_create]
notify_params = _service_id, _service_name
notify_custom = {"name1":"value1", "name2": "value2"}
 
[_cbe_on_target_found]
notify_params = _service_id, _service_name, c_target, _urs_virtual_queue
notify_custom = {"name1":"value1", "name2": "value2"}
 
[_cbe_on_dial_init]
notify_params = _service_id, _service_name, _customer_number, c_dialed_number
notify_custom = {"name1":"value1", "name2": "value2"}
 
[_cbe_on_dial_done]
notify_params = _service_id, _service_name, _customer_number, c_dialed_number, c_call_result, c_call_num_attempt
notify_custom = {"name1":"value1", "name2": "value2"}
 
[_cbe_on_connect_treatment_start]
notify_params = _service_id, _service_name, _customer_number, _vq_for_outbound_calls, c_dialed_number
notify_custom = {"name1":"value1", "name2": "value2"}
 
[_cbe_on_customer_queued]
notify_params = _service_id, _service_name, _customer_number, _vq_for_outbound_calls, c_dialed_number
notify_custom = {"name1":"value1", "name2": "value2"}
 
[_cbe_on_route_to_agent]
notify_params = _service_id, _service_name, _customer_number, _urs_virtual_queue, c_agent_id,
c_agent_extension
notify_custom = {"name1":"value1", "name2": "value2"}
 
[_cbe_on_service_exit]
notify_params = _service_id, _service_name, _customer_number, c_last_dialed_number, c_termination_type
notify_custom = {"name1":"value1", "name2": "value2"}
 
[_cbe_on_callback_scheduled]
notify_params=_customer_number,_phone_number,_desired_time
notify_custom={"state":"scheduled"}
 
[_cbe_on_callback_rescheduled]
notify_params=_customer_number,_phone_number,_desired_time
notify_custom={"state":"rescheduled"}

GMSEventsTransactionListOptions.png

Add the Event Transaction List to the Callback Service

1

Edit the Advanced Parameters in the General section of your Callback Service.

Set the _callback_events_list to the name of the Transaction List created above, GMS_Events in our example.

Important
If you set other status notification parameters (_status_notification_type, _status_notification_target, _status_notification_provider) in your Callback service configuration or in your REST queries, they override the values set in the Transaction List object.


Callback Status Notifications Events

Callback notifications consist of a JSON object which contains:

  • deviceId—The custom id provided at subscription time by the subscriber.
  • message—The notification message as defined in the Callback Events Transaction List.
  • timestamp—The timestamp for this notification.
  • _service_id—The ID of the service which sent the notification.
  • _service_name—The name of the service which sent the notification.

The Notification events can include some additional attributes detailed in this table. Check the Notification Event reference to get the list of attributes available for a given notification.

Optional attributes Description Example
c_target A selected target that specifies the agent/queue resource that will process this request.
"c_target": { "agent": "KSippola", "dn": "7001", "id": "Customer_Service", "place": "SIP_Server_Place1", "resource": "7001", "return": "target", "stat_value": "0", "switch": "SIP_Switch", "type": "GA", "vq": "SIP_VQ_SIP_Switch" }
c_agent_id Equals to c_target.id.
"c_agent_id": "Customer_Service"
c_agent_extension The agent's DN target (equals to c_target.dn).
"c_agent_extension": "7001"
c_dialed_number The customer number.
"c_dialed_number": "5115"
c_call_result Indicates the _genesys.ixn.callState state. Possible values are listed in the IxnIntfObjectModel page.
"c_call_result": "0"
c_call_num_attempt The number of outbound call dialing attempts.
"c_call_num_attempt": "1"
c_termination_type The termination type, also known as Disposition value. It equals to the _CB_DISPOSITION value.
"c_termination_type": "COMPLETED.AGENT"

The following JSON code is an event sample where the notify_custom parameter was configured to {"name1":"value1", "name2": "value2"}.

{
	"event_id": "_cbe_on_service_create",
	"timestamp": "1467575991",
	"_service_id": "445-20e740d3-8458-43d6-834d-3713c3385bac",
	"_service_name": "samples_dev",
	"_callback_state": "QUEUED",
	"_customer_number": "5115",
	"_urs_virtual_queue": "SIP_VQ_SIP_Switch",
	"name1": "value1",
	"name2": "value2"
}
{
	"event_id": "_cbe_on_virtual_ixn_create",
	"timestamp": "1467575992",
	"_service_id": "445-20e740d3-8458-43d6-834d-3713c3385bac",
	"_callback_state": "QUEUED",
	"name1": "value1",
	"name2": "value2"
}
{
	"event_id": "_cbe_on_dial_init",
	"timestamp": "1467575992",
	"_service_id": "445-20e740d3-8458-43d6-834d-3713c3385bac",
	"_service_name": "samples_dev",
	"_callback_state": "QUEUED",
	"_customer_number": "5115",
	"c_dialed_number": "5115",
	"name1": "value1",
	"name2": "value2"
}
{
	"event_id": "_cbe_on_dial_done",
	"timestamp": "1467576012",
	"_service_id": "445-20e740d3-8458-43d6-834d-3713c3385bac",
	"_service_name": "samples_dev",
	"_callback_state": "QUEUED",
	"_customer_number": "5115",
	"c_dialed_number": "5115",
	"c_call_result": 0,
	"c_call_num_attempt": 1,
	"name1": "value1",
	"name2": "value2"
}
{
	"event_id": "_cbe_on_connect_treatment_start",
	"timestamp": "1467576012",
	"_service_id": "445-20e740d3-8458-43d6-834d-3713c3385bac",
	"_service_name": "samples_dev",
	"_callback_state": "QUEUED",
	"_vq_for_outbound_calls": "VQ_GMS_REP_SIP_Switch",
	"c_dialed_number": "5115",
	"name1": "value1",
	"name2": "value2"
}
{
	"event_id": "_cbe_on_customer_queued",
	"timestamp": "1467576016",
	"_service_id": "445-20e740d3-8458-43d6-834d-3713c3385bac",
	"_service_name": "samples_dev",
	"_callback_state": "QUEUED",
	"_vq_for_outbound_calls": "VQ_GMS_REP_SIP_Switch",
	"c_dialed_number": "5115",
	"name1": "value1",
	"name2": "value2"
}
{
	"event_id": "_cbe_on_target_found",
	"timestamp": "1467576016",
	"_service_id": "445-20e740d3-8458-43d6-834d-3713c3385bac",
	"_service_name": "samples_dev",
	"_callback_state": "QUEUED",
	"_urs_virtual_queue": "SIP_VQ_SIP_Switch",
	"c_target": {
		"agent": "KSippola",
		"dn": "7001",
		"id": "Customer_Service",
		"place": "SIP_Server_Place1",
		"resource": "7001",
		"return": "target",
		"stat_value": "0",
		"switch": "SIP_Switch",
		"type": "GA",
		"vq": "SIP_VQ_SIP_Switch"
	},
	"name1": "value1",
	"name2": "value2"
}
{
	"event_id": "_cbe_on_service_exit",
	"timestamp": "1467576291",
	"_service_id": "445-20e740d3-8458-43d6-834d-3713c3385bac",
	"_service_name": "samples_dev",
	"_callback_state": "QUEUED",
	"c_termination_type": "COMPLETED.AGENT_CONNECTED",
	"name1": "value1",
	"name2": "value2"
}

Reference for Notification Events

Event Name List of attributes specific to this event When this event is triggered
_cbe_on_service_create
_customer_number
_urs_virtual_queue
As soon as the callback service (ORS session) is started.
_cbe_on_virtual_ixn_create When the virtual interaction is successfully created in URS.
_cbe_on_target_found
_urs_virtual_queue
c_target
c_agent_id
c_agent_extension
When the callback has found the target and URS reports the target to ORS.
_cbe_on_dial_init
_customer_number
c_dialed_number
When the dialing to the customer is started. Note: This behavior applies for both standard and preview callback.
_cbe_on_dial_done
_customer_number
c_dialed_number
c_call_result
c_call_num_attempt
When the dialing result is known.
_cbe_on_connect_treatment_start
_vq_for_outbound_calls
c_dialed_number
When the greeting treatment is started right after the successful CPD.
_cbe_on_customer_queued
_vq_for_outbound_calls
c_dialed_number
In User Terminated scenarios, as soon as the onconnect treatment is over, the virtual interaction becomes routable and the customer is placed into a queue to wait for an agent.
_cbe_on_route_to_agent
_urs_virtual_queue
c_agent_id
c_agent_extension
When the call is transferred from Routing Point to the agent.
_cbe_on_service_exit
c_last_dialed_number
_customer_number
c_termination_type
In all exit scenarios.
_cbe_on_callback_scheduled
_desired_time
_customer_number
_v_queue
When a callback in SCHEDULE status is created.
_cbe_on_callback_rescheduled
_desired_time
_customer_number
_v_queue
When a callback in SCHEDULE status is re-scheduled.
_cbe_on_callback_cancelled
_desired_time
_customer_number
_v_queue
When the callback is canceled.
_cbe_on_callback_status_updated
_desired_time
_customer_number
_v_queue
_urs_virtual_queue
When the _callback_state field is updated by a REST query. This can be due to ORS updates.
_cbe_on_callback_reminder
Added in 8.5.211

By default, you receive the reminder event 300 seconds before the dial time of the call. Configure _enable_notification_reminder to true to enable this event and change the value of _notification_reminder_buffer to get the reminder earlier or later.

_cbe_on_callback_submitted
_desired_time
_v_queue
_urs_virtual_queue
When the callback is submitted for ORS execution.
_cbe_on_callback_resubmitted When the callback is re-submitted for ORS execution.
_cbe_on_callback_submit_failed When submit for execution fails.
_cbe_on_callback_processing_failed
_desired_time
_customer_number
_v_queue
When the callback processing fails.
_cbe_on_callback_queued
_customer_number
_v_queue
_v_queue_for_outbound_calls
When the callback is successfully submitted and its state changed to QUEUED.
This page was last modified on July 5, 2019, at 05:07.

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