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auto-complete-after

Section: cview
Default Value: No default value
Valid Values: long
Changes Take Effect: Immediately
Introduced: 8.5.111.04

Time in seconds to wait to auto-complete the service after its last update if auto-complete-enabled = true. This option value is used if it is not explicitly provided in the Start request by setting the auto_complete_after parameter of the Service Start Event. If you do not provide a value for auto_complete_after in the configuration or in the Start request, then only an explicit API call to complete the service will be able to terminate the service.

auto-complete-enabled

Section: cview
Default Value: false
Valid Values: true, false
Changes Take Effect: Immediately
Introduced: 8.5.111.04
Related Feature: auto-complete

If true, enables the auto-complete feature. If a service or its states or its tasks are not updated within the period specified by the option auto-complete-after, the service (including states and tasks) is terminated.

Composite Start and Bulk Update

Introduced in: 8.5.110
Updated in: 8.5.205, 8.5.206

POST /genesys/1/cs/services_composite/start

Description

Provides a single API call to update or create all Service, State, and Task objects in a single REST call. You can use this request to submit the JSON structures for three objects: Service, State, and Task events. If the Service object's customer_id, service_type, and contact_key do not match an active Service, the system will create one using this data, including State andTask data. Else, within the found service, it will search for the active State and Task respectively matching the state_type and the task_type specified in the request and it will create them if they are not found.

As a result, Context Services will reply with the IDs of the found and/or created Service, State, and Task resources, and a flag indicating whether they were created or not.

Introduced in: 8.5.206

The create_new_services parameter enables you to force the creation of a service record, discarding the previous record if any. See also the Create New Services example below.


Bulk Update

Introduced in: 8.5.205

To perform a bulk update, use the start query and specify update_extensions=true in the start event. Instead of creating a new object, the operation will update the provided extensions of the given objects. This means that only the specified extensions will be updated. For example, if your service's extensions include the Satisfaction extension, and if you do not provide this extension in the query, the extension will neither be updated nor removed from the service.


Auto-complete and Auto-closed Features

Introduced in: 8.5.206

To complete conversation during the update operation, add auto_closed=true to the service-level keys in the JSON body. If you wish to complete conversation automatically after some time, you can use auto_complete_after=<period of time in seconds> instead of auto_closed in the service-level keys of the JSON body.

Important
You can also auto-complete conversation after some time according to your service configuration. See the auto-complete-enabled and auto-complete-after options for further details.

See also the Auto-Complete and Auto-Closed example below.

Operation

POST /genesys/1/cs/services_composite/start
Field Name   Type   Mandatory Description
Body Parameters
services JSON array yes JSON array of Composite Start Events.
create_new_services
Introduced in: 8.5.206
boolean false If true, force the service creation even if a previous record exists. If false (default), Context Services first checks if an active Service record exists and, if so, updates the service instead of creating a new one.

Composite Start Event

Field Type Mandatory Description
service JSON structure yes Service Start Event.
state
Modified in: 8.5.206
JSON structure no if create_new_services=true State Start Event. If create_new_services=true, this start event is not required.
task JSON structure no Task Start Event.
associate_state_task boolean no true to associate the Task with the given State; false by default.

If you set this parameter to true, it is equivalent to providing the State ID in a request to start a Task.

update_extensions
Introduced in 8.5.205
boolean no true to update the extensions of any provided service, state, or task object.

Response

The Context Management Service API answers every request with HTTP codes. The following table shows the correct response for a successful request. See HTTP Response Codes and Errors for further details on the possible codes that this operation can return.

Response
200 OK
Header Location: ${base_uri}/services/${service_id}/tasks/${task_id}

or ${base_uri}/services/${service_id}/states/${state_id} (if the task field was not provided in the request) where:

  • ${base_uri} is the URI of the created Task.
  • ${task_id} is the Task ID.
  • ${state_id} is the State ID.
Body
Modified in: 8.5.205
{
   service: { "service_id": ${service_id}, "created": "true/false", "updated": "true/false"}
   state: { "state_id": ${state_id}, "created": "true/false", "updated": "true/false"}
   task: { "task_id": ${task_id}, "created": "true/false", "updated": "true/false"}
}

Examples

Composite Start Creation

POST /genesys/1/cs/services_composite/start
 
{
  "services" : [
        {
            "service": {
                "interaction_id": "123ABCAADFJ1259ACF",
                "application_type": "App_type_1",
                "application_id": 40,
                "est_duration": 60,
                "customer_id":"${customer_id}",
                "service_type": "MyService1",
                "media_type": "voice",
                "resource_id": 1183,
                "resource_type": "ResType1",
                "RelatedOffersService": [
                    {
                        "offer_name": "VIP credit card black ed.",
                        "type": 9,
                        "comments": "proposed to all client"
                    },
                    {
                        "offer_name": "3 times payment GOLD",
                        "type": 4,
                        "comments": "limited offer"
                    },
                    {
                        "offer_name": "life insurance",
                        "type": 3,
                        "comments": "healt check to be done before approval"
                    }
                ]
            },
            "state": {
                "interaction_id": "123ABCAADFJ1259ACF",
                "application_type": "App_type_1",
                "application_id": 40,
                "resource_type": "ResType1",
                "resource_id": 1183,
                "media_type": "voice",
                "est_duration": 60,
                "state_type": "MyState1",
                "FeedbackState": {
                    "FeedbackType": "survey",
                    "rating": 7,
                    "notes": "warm welcome at frontdesk, thanks for the nice trip"
                },
                "SatisfactionState": [
                    {
                        "rating": 2,
                        "pertinence": 8,
                        "usefull": true,
                        "place": "Terranova mexico resort"
                    },
                    {
                        "rating": 8,
                        "pertinence": 4,
                        "usefull": false,
                        "place": "Fancy resort Paris"
                    }
                ]
            },
            "task": {
                "interaction_id": "123ABCAADFJ1259ACF",
                "application_type": "App_type_1",
                "application_id": 40,
                "resource_type": "ResType1",
                "resource_id": 1183,
                "media_type": "voice",
                "est_duration": 60,
                "task_type": "MyTask1",
                "FeedbackTask": {
                    "FeedbackType": "survey",
                    "rating": 7,
                    "notes": "warm welcome at frontdesk, thanks for the nice trip"
                },
                "SatisfactionTask": [
                    {
                        "rating": 2,
                        "pertinence": 8,
                        "usefull": true,
                        "place": "Terranova mexico resort"
                    },
                    {
                        "rating": 8,
                        "pertinence": 4,
                        "usefull": false,
                        "place": "Fancy resort Paris"
                    }
                ]
            },
            "associate_state_task": "true"
        }
    ]
}

Result

HTTP 200 OK
location: /genesys/1/cs/services/111222/tasks/555666 
{
    services: [
        {
            service: {
                "service_id": 111222,
                "created": "false",
                "updated": "false",
 
            },
            state: {
                "state_id": 333444,
                "created": "true",
                "updated": "false"
            },
            task: {
                "task_id": 555666,
                "created": "true",
                "updated": "false"
            }
        }
    ]
}

Bulk Update

Introduced in: 8.5.205
POST /genesys/1/cs/services_composite/start
{
  "services": [
    {
      "service": {
        "timestamp": "2009-05-12T12:05:12.145Z",
        "interaction_id": "123ABCAADFJ1259ACF",
        "application_type":400,
        "application_id":40,
        "est_duration":60,
        "contact_key":"42",
        "service_type":100,
        "media_type": 1,
        "resource_id": 5005,
        "resource_type": 2,
        "disposition": 10,
        "coupon": {
          "coupon_name": "DISCOUNTCODE15"
        },
        "satisfaction": {
          "score": 85,
          "agentID": 2025
        }
      },
      "state": {
        "interaction_id":"51",
        "application_type":400,
        "application_id":40,
        "resource_type":200,
        "resource_id":20,
        "media_type":2,
        "est_duration":60,
        "state_type":100,
        "Feedback": {
          "FeedbackType":"survey",
          "rating":7,
          "notes":"warm welcome at frontdesk, thanks for the nice trip"
        }
      },
      "task": {
        "interaction_id":42,
        "est_duration":460,
        "task_type":462,
        "Survey": {
          "url":"http://ourServer/storage/userAnswers",
          "question1":7,
          "question2":true,
          "question3":"will be better with cable tv and on-demand video"
        }
      },
      "associate_state_task": "true",
      "update_extensions": "true"
    }
  ]
}

Result

HTTP 200 OK
location: /genesys/1/cs/services/111222/tasks/555666
{
  services: [
    {
      service: {"service_id": 111222, "created": "false", "updated": "true" },
      state: {"state_id": 333444, "created": "true", "updated": "false" },
      task: {"task_id": 555666, "created": "true", "updated": "false" }
    }
  ]
}

Auto-closed and Auto-complete

Operation

POST /genesys/1/cs/services_composite/start
{
  "services": [
    {
      "service": {
        "interaction_id": "123ABCAADFJ1259ACF",
        "application_type":400,
        "application_id":40,
        "est_duration":60,
        "contact_key":"42",
        "service_type":100,
        "media_type": 1,
        "resource_id": 5005,
        "resource_type": 2,
        "auto_closed": true,
        "disposition": 10,
        "coupon": {
          "coupon_name": "DISCOUNTCODE15"
        },
        "satisfaction": {
          "score": 85,
          "agentID": 2025
        }
      },
      "state": {
        "interaction_id":"51",
        "application_type":400,
        "application_id":40,
        "resource_type":200,
        "resource_id":20,
        "media_type":2,
        "est_duration":60,
        "state_type":100,
        "Feedback": {
          "FeedbackType":"survey",
          "rating":7,
          "notes":"warm welcome at frontdesk, thanks for the nice trip"
        }
      },
      "task": {
        "interaction_id":42,
        "est_duration":460,
        "task_type":462,
        "Survey": {
          "url":"http://ourServer/storage/userAnswers",
          "question1":7,
          "question2":true,
          "question3":"will be better with cable tv and on-demand video"
        }
      },
      "associate_state_task": "true",
      "update_extensions": "true"
    },
    {
      "service": {
        "interaction_id": "123ABCAADFJ1259ACF",
        "application_type":400,
        "application_id":40,
        "est_duration":60,
        "contact_key":"43",
        "service_type":100,
        "media_type": 1,
        "resource_id": 5005,
        "resource_type": 2,
        "auto_complete_after": 3600,
        "disposition": 10,
        "coupon": {
          "coupon_name": "DISCOUNTCODE15"
        },
        "satisfaction": {
          "score": 85,
          "agentID": 2025
        }
      },
      "state": {
        "interaction_id":"51",
        "application_type":400,
        "application_id":40,
        "resource_type":200,
        "resource_id":20,
        "media_type":2,
        "est_duration":60,
        "state_type":100,
        "Feedback": {
          "FeedbackType":"survey",
          "rating":7,
          "notes":"warm welcome at frontdesk, thanks for the nice trip"
        }
      },
      "task": {
        "interaction_id":42,
        "est_duration":460,
        "task_type":462,
        "Survey": {
          "url":"http://ourServer/storage/userAnswers",
          "question1":7,
          "question2":true,
          "question3":"will be better with cable tv and on-demand video"
        }
      },
      "associate_state_task": "true",
      "update_extensions": "true"
    }
  ]
}

Result

HTTP 200 OK
location: /genesys/1/cs/services/111222/tasks/555666
{
  services: [
    {
      service: {"service_id": 111222, "created": "false", "updated": "true" },
      state: {"state_id": 333444, "created": "true", "updated": "false" },
      task: {"task_id": 555666, "created": "true", "updated": "false" }
    }
  ]
}

Create New Services

Operation

{
  "create_new_services":true,
  "services":[
    {
      "service":{
        "interaction_id":"123ABCAADFJ1259ACF",
        "application_type":"App_type_1",
        "application_id":40,
        "est_duration":60,
        "customer_id":"${customer_id}",
        "service_type":"MyService1",
        "media_type":"voice",
        "resource_id":1183,
        "resource_type":"ResType1",
        "RelatedOffersService":[
          {
            "offer_name":"VIP credit card black ed.",
            "type":9,
            "comments":"proposed to all client"
          },
          {
            "offer_name":"3 times payment GOLD",
            "type":4,
            "comments":"limited offer"
          },
          {
            "offer_name":"life insurance",
            "type":3,
            "comments":"healt check to be done before approval"
          }
        ]
      },
      "state":{
        "interaction_id":"123ABCAADFJ1259ACF",
        "application_type":"App_type_1",
        "application_id":40,
        "resource_type":"ResType1",
        "resource_id":1183,
        "media_type":"voice",
        "est_duration":60,
        "state_type":"MyState1",
        "FeedbackState":{
          "FeedbackType":"survey",
          "rating":7,
          "notes":"warm welcome at frontdesk, thanks for the nice trip"
        },
        "SatisfactionState":[
          {
            "rating":2,
            "pertinence":8,
            "usefull":true,
            "place":"Terranova mexico resort"
          },
          {
            "rating":8,
            "pertinence":4,
            "usefull":false,
            "place":"Fancy resort Paris"
          }
        ]
      },
      "task":{
        "interaction_id":"123ABCAADFJ1259ACF",
        "application_type":"App_type_1",
        "application_id":40,
        "resource_type":"ResType1",
        "resource_id":1183,
        "media_type":"voice",
        "est_duration":60,
        "task_type":"MyTask1",
        "FeedbackTask":{
          "FeedbackType":"survey",
          "rating":7,
          "notes":"warm welcome at frontdesk, thanks for the nice trip"
        },
        "SatisfactionTask":[
          {
            "rating":2,
            "pertinence":8,
            "usefull":true,
            "place":"Terranova mexico resort"
          },
          {
            "rating":8,
            "pertinence":4,
            "usefull":false,
            "place":"Fancy resort Paris"
          }
        ]
      },
      "associate_state_task":"true"
    }
  ]
}

Result

HTTP 200 OK 
location: /genesys/1/cs/services/111222/tasks/555666 
{
  services:[
    {
      service:{
        "service_id":111222,
        "created":"false",
        "updated":"false",
 
      },
      state:{
        "state_id":333444,
        "created":"true",
        "updated":"false"
      },
      task:{
        "task_id":555666,
        "created":"true",
        "updated":"false"
      }
    }
  ]
}

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This page was last modified on October 16, 2018, at 06:01.