Contents
Orchestration Server-based Services
Common Characteristics
Create Request Data
For all parameters that are also configuration options, if the parameter is present on the Create request and this is a corresponding configuration option, the configuration option value will override the parameter on the request. The following parameters will be sent from GMS to all ORS based services when the service is created/started.
| Parameters |
Mandatory |
Description |
|---|---|---|
| _data_id | Yes | This is the identifier associated with the application data was storaged by GMS when the service was created. The ORS based service can access this data via the GMS Storage APIs using this id. |
Requests
The following are the service requests that must be supported by all ORS based services.
gms.start (internal only)
This request actually starts the service. It is sent by GMS to ORS immediately affter the session is created.
Request Parameters
There are no specific parameters for this request - all the parameters should have been passed on the actual creation of the session.
Response Parameters
The start service specific response parameters can vary based on the service that is being started. The following are the response parameters that are common across all ORS based services. This data will be returned on the Create API response for the service.
| Parameters |
Mandatory |
Description |
|---|---|---|
| _id |
Yes |
This is the ors session id for this service. |
update
This specific request updates the application data associated with the service.
Note: this request is processed by the GMS server and is NOT passed on to the ORS based service. If the services wants the updates to the associated application data, it can subscribe to the changes via the Notification APIs.
Request Parameters
The following are the request parameters.
| Parameters |
Mandatory |
Description |
|---|---|---|
| {appdataname} |
Yes |
This is the set of application data which is to be updated/added to the service. They will be either MultiPart form or x-www-form-urlencoded form encoded. In the case of MultiPart, the values can be strings or files but with urlencoded the values can only strings. |
Response Parameters
There are no specific parameters for this response.
request-inbound-immediate
Overview
This is a basic service which helps an application/end user contact the contact center. It is the same functionality as GMS based request-interaction but the service processing is done on ORS. It allows the service developer to customize this logic easily. It has the following characteristics:
- It supports only customer initiated voice contacts.
- It stores and maintains application data with the service.
- It returns access information in the response of the Create API.
- It supports very basic access number allocation (random and locking)
- It supports reserving the access information when allocated for the application for a configurable period of time.
- It support the following types of access information:
- Access Number (DNIS) which is to be called by the application
- Access code which is to be supplied by the customer/application when the contact is being established. This provides an extra level of authentication.
Create Request Data
These are the service specific parameters that will be supplied on the Create service API.
| Parameters |
Mandatory |
Description |
|---|---|---|
| _phone_number |
No |
The phone number of the device that the application is running on. This data will be used to match the specified data when the device/application calls the supplied access number. |
| _provide_code |
No |
This indicates if the service should return an access code which will add more security and reliability when trying to correlate the incoming call with the service. The value is a boolean. If not present, then GMS will use the value that was configured for the service. If it is not configured and not supplied on the Create API request then the value will be false. |
| _resource_group |
No |
This identifies the type of resource group that is need to help this end user. This maps to a configured set of access numbers. If not present, then GMS will use the group that was configured for the service. If it is not configured and not supplied on the Create API request then the request will be rejected. |
| {appdataname} |
No |
This is data that is supplied by the application and used to help the contact center resources better service the end user. The application can supply as many application data parameters as they want. These parameters may be string values or files. They should add to the multi-part structure in the body. |
Create Response Data
Important Note: These additional parameters are returned in the gms.start request response.
| Parameters |
Mandatory |
Description |
|---|---|---|
| _access_number |
Yes |
This is the access number which was allocated for this application. The application should use this number to contact the contact center. |
| _access_code |
No |
This is the access code that should be supplied by the application or end user when the call is established to further authentication the application/user. This will be present when the Create API specifies that it needs a access code (_provide_code = true). |
| _expiration_time | No |
This is the amount time (in seconds) that this access information will be locked/reserved for the service. |
Specific Requests
There are no specific requests for this service.
Events
There are no events associated with this service.
Customization
The following are the configuration options that can be defined for a customized service based on this request-inbound-delay service:
Note: if one of the service parameters are passed on Create API for a customized version of the service, the configuration option value will supercede the passed value (i.e. it will be ignored).
| Option |
Type |
Mandatory |
Value |
Description |
|---|---|---|---|---|
| type |
string |
true |
ors | This is the type of service that will be used. The values can be either built-in or ors. |
| name |
string |
true |
http://localhost/scxml-services/request-inbound-immediate.scxml | This is the url of the service's SCXML application. |
| ttl | int | false | User defined - if not provided, the default will be 3600 | This specifies the default time to live for all stored data. |
| resource_group | string | true | user defined |
Specifies the name of the resource group from which to select a resource. |
| provide_code | boolean | false | User defined - if not provided, the default will be false | If enabled, the service returns an access code that may be used to identify the inbound call |
Sample
request-inbound-delay
Overview
This is an advanced service which helps an application/end user contact the contact center. It has the following characteristics:
- It supports customer initiated voice contacts.
- It supports waiting for the appropriate available agent before providing the necessary access information.
- It stores and maintains application data with the service.
- It supports more advanced access number allocation:
- It can reserve the access information for a configurable period of time
- Simple random or round robin allocation
- It sends event and status notifications back to the requesting application.
- When the agent is available, it will return the access information in the status event.
- It support the following types of access information:
- Access Number (DNIS) which is to be called by the application
- Access code which is to be supplied by the customer/application when the contact is being established. This provides an extra level of authentication.
Create Request Data
These are the service specific parameters that will be supplied on the Create service API.
| Parameters |
Mandatory |
Description |
|---|---|---|
| _phone_number |
No |
The phone number of the device that the application is running on. This data will be used to match the specified data when the device/application calls the supplied access number. |
| _provide_code |
No | This indicates if the service should return an access code which will add more security and reliability when trying to correlate the incoming call with the service. The value is a boolean. If not present, then GMS will use the value that was configured for the service. If it is not configured and not supplied on the Create API request then the value will be false. |
| _device_os | No | This is the type operating system that will receive notifications. The value can be either iOS or Android. If not present, then ORS will use the value that was configured for the service. If it is not configured and not supplied on the Create API request then the value will be rejected. |
|
_device_notification_id |
Yes |
This is the id of the device to which the events/notifications are to be pushed to |
| _access_info_via_event |
No |
This indicates if the application wants the access information in the event when the agent is available or the application will come back later and get the information. The default is true (the access information will be delivery via the event). |
| _resource_group |
No |
This identifies the type of resource group that is need to help this end user. This maps to a configured set of access numbers.If not present, then GMS will use the group that was configured for the service. If it is not configured and not supplied on the Create API request then the request will be rejected. |
| {appdataname} |
No |
This is data that is supplied by the application and used to help the contact center resources better service the end user. The application can supply as many application data parameters as they want. These parameters may be string values or files. They should add to the multi-part structure in the body. |
Create Response Data
None
Specific Requests
This is the set of service specific requests that can be done using the service Specific Request API.
reserve
This request provides the application with access information that is to be used with this service.
Note: This service will use the request-access service to reserve the access information for this service using the service specific data (resource_group, etc.).
Request parameters
The specific request parameters are: hese are the service specific parameters that will be supplied on the Create service API.
| Parameters |
Mandatory |
Description |
|---|---|---|
| _provide_code | No | This indicates if the service should return an access code which will add more security and reliability when trying to correlate the incoming call with the service. The value is a boolean. If not present, then GMS will use the value that was configured for the service. If it is not configured and not supplied on the Create API request then the value will be false. |
Response parameters
The specific response parameters are:
| Parameters |
Mandatory |
Description |
|---|---|---|
| _access_number | Yes | This is the access number which was allocated for this application. The application should use this number to contact the contact center. |
| _access_code |
No |
This is the access code that should be supplied by the application or end user when the call is established to further authentication the application/user. This will be present when the Create API specifies that it needs a access code (_provide_code = true). |
| _expiration_time |
No |
This is the amount time that this access information will be locked/reserved for the service. |
Events
The following are the elements that will be generated from this service.
A2C.advanced.service.agentavailable.{session_id}
This event is sent to the application that created this service when the service logic has found an agent that is available to handle the customer's request. The properties returned in the event are mainly passed on if the service is configured to get the necessary access information and return it in this event or if the application will ask for it after getting notified with this event.
| Parameters |
Mandatory |
Description |
|---|---|---|
| _id |
Yes |
This is the identifier of the service. |
| _access_number |
No |
This is the access number which was allocated for this application. The application should use this number to contact the contact center. This is present if the _access_info_via_event parameter was true. |
| _access_code |
No |
This is the access code that should be supplied by the application or end user when the call is established to further authentication the application/user. This will be present when the Create API specifies that it needs a access code (_provide_code = true). This is present if the _access_info_via_event parameter was true. |
| _expiration_time |
No | This is the amount time that this access information will be locked/reserved for the service.This is present if the _access_info_via_event parameter was true. |
A2C.advanced.service.statuschanged.{session_id}
This event is sent to the application that created this service whenever the service logic has changed state. This is customizable by the service logic developer.
| Parameters |
Mandatory |
Description |
|---|---|---|
| _id |
Yes |
This is the identifier of the service. |
| _status |
Yes |
This is the new status of the service. |
| _dialog |
No |
This is the recommended dialog that should be used to communicate with the customer. This can be a string which has a dialog description. This can be a url to an actual application dialog that is recommend to be presented to the end user of the application associated with this service. |
A2C.advanced.service.expired.{session_id}
This event is sent to the application that created this service when the service expires and ends.
| Parameters |
Mandatory |
Description |
|---|---|---|
| _id | Yes |
This is the service identifier. |
Customization Configuration
The following are the configuration options that can be defined for a customized service based on this request-inbound-delay service:
Note: if one of the service parameters are passed on Create API for a customized version of the service, the configuration option value will supercede the passed value (i.e. it will be ignored).
| Option |
Type |
Mandatory |
Value |
Description |
|---|---|---|---|---|
| type |
string |
true |
ors | This is the type of service that will be used. The values can be either built-in or ors. |
| name |
string |
true |
http://localhost/scxml-services/request-inbound-delay.scxml | This is the url of the service's SCXML application. |
| ttl | int | false | User defined - if not provided, the default will be 3600 | This specifies the default time to live for all stored data. |
| resource_group | string | true | user defined |
Specifies the name of the resource group from which to select a resource. |
| provide_code | boolean | false | User defined - if not provided, the default will be false | If enabled, the service returns an access code that may be used to identify the inbound call |
| _access_info_via_event | boolean |
false |
User defined - if not provided, the default will be true | If enabled, the service return the access information in the A2C.advanced.service.agentavailable event. |
| device_os |
string |
true | user defined |
This identifies the type of device operating system that the application is running on. |
Sample
request-inbound-poll
Overview
This is an advanced service which helps an application/end user contact the contact center. It has the following characteristics:
- It supports customer initiated voice contacts.
- It supports waiting for the appropriate available agent before providing the necessary access information.
- It stores and maintains application data with the service.
- Access number allocation/reservation will be done by the application using the reserve request. This request will process the appropriate allocation algorithm in conjunction with the Genesys Mobile Services-based request-access service.
- It only supports polling for the available of an agent.
Create Request Data
These are the service specific parameters that will be supplied on the Create service API.
| Parameters |
Mandatory |
Description |
|---|---|---|
| _phone_number |
No |
The phone number of the device that the application is running on. This data will be used to match the specified data when the device/application calls the supplied access number. |
| _resource_group |
No |
This identifies the type of resource group that is need to help this end user. This maps to a configured set of access numbers. If not present, then GMS will use the group that was configured for the service. If it is not configured and not supplied on the Create API request then the request will be rejected. |
| {appdataname} |
No |
This is data that is supplied by the application and used to help the contact center resources better service the end user. The application can supply as many application data parameters as they want. These parameters may be string values or files. They should add to the multi-part structure in the body. |
Create Response Data
None
Specific Requests
This is the set of service specific requests that can be done using the service Specific Request API.
status
This request provides the application with the current status of the service.
Request parameters
There are no specific parameters for this request .
Response parameters
The specific response parameters are:
| Parameters |
Mandatory |
Description |
|---|---|---|
| _status |
Yes |
This is the current status of the service. |
| _dialog |
No |
This is the recommended dialog that should be used to communicate with the customer. |
reserve
This request provides the application with access information that is to be used with this service.
Note: This service will use the request-access service to reserve the access information for this service using the service specific data (resource_group, etc.).
Request parameters
The specific request parameters are: hese are the service specific parameters that will be supplied on the Create service API.
| Parameters |
Mandatory |
Description |
|---|---|---|
| _provide_code | No | This indicates if the service should return an access code which will add more security and reliability when trying to correlate the incoming call with the service. The value is a boolean. The default is false. If not present, then GMS will use the value that was configured for the service. If it is not configured and not supplied on the Create API request then the value will be false. |
| _longitude |
No |
This is the application's current longitude. It wil be used by service to calcuate the corresponding resource group from which the access number is to be allocated. If not specified the basic reservation functionality will be used. |
| _latitude |
No |
This is the application's current latitude. It wil be used by service to calcuate the corresponding resource group from which the access number is to be allocated. If not specified the basic reservation functionality will be used. |
Response parameters
The specific response parameters are:
| Parameters |
Mandatory |
Description |
|---|---|---|
| _access_number | Yes | This is the access number which was allocated for this application. The application should use this number to contact the contact center. |
| _access_code |
No |
This is the access code that should be supplied by the application or end user when the call is established to further authentication the application/user. This will be present when the Create API specifies that it needs a access code (_provide_code = true). |
| _expiration_time |
No |
This is the amount time that this access information will be locked/reserved for the service. |
Events
There are no events for this service.
Customization Configuration
The following are the configuration options that can be defined for a customized service based on the request-inbound-poll service:
Note: if one of the service parameters are passed on Create API for a customized version of the service, the configuration option value will supercede the passed value (i.e. it will be ignored).
| Option |
Type |
Mandatory |
Value |
Description |
|---|---|---|---|---|
| type |
string |
true |
ors |
This is the type of service that will be used. The values can be either built-in or ors. |
| name |
string |
true |
http://localhost/scxml-services/request-inbound-poll.scxml | This is the url of the service's SCXML application. |
| ttl | int | false | user defined - if not provided, the default will be 3600 | This specifies the default time to live for all stored data. |
| resource_group | string | true | user defined |
Specifies the name of the resource group from which to select a resource. |
| provide_code | boolean | false | user defined - if not provided, the default will be false. | If enabled, the service returns an access code that may be used to identify the inbound call |
Sample
request-inbound-delay-location
Overview
This is an advanced service which helps an application/end user contact the contact center. It has the following characteristics:
- It runs on ORS as an SCXML session.
- It supports customer initiated voice contacts.
- It supports waiting for the appropriate available agent before providing the necessary access information.
- It stores and maintains application data with the service.
- It supports more advanced access number allocation:
- It can reserve the access information for a configurable period of time
- Location based allocation
- This service will use a 3rd party system to covert the application's longitude and latitude values in a city which they are in.
- The resource groups must be configured based on the name of cities. The city name calculated from the application's location information will be used as the resource group when reserving access information.
- It sends event and status notifications back to the requesting application.
- When the agent is available, it will return the access information in the status event.
- It support the following types of access information:
- Access Number (DNIS) which is to be called by the application
- Access code which is to be supplied by the customer/application when the contact is being established. This provides an extra level of authentication.
Create Request Data
These are the service specific parameters that will be supplied on the Create service API.
| Parameters |
Mandatory |
Description |
|---|---|---|
| _phone_number |
No |
The phone number of the device that the application is running on. This data will be used to match the specified data when the device/application calls the supplied access number. |
| _provide_code |
No |
This indicates if the service should return an access code which will add more security and reliability when trying to correlate the incoming call with the service. The value is a boolean. If not present, then GMS will use the value that was configured for the service. If it is not configured and not supplied on the Create API request then the value will be false. |
| _device_os | No | This is the type operating system that will receive notifications. The value can be either iOS or Android. If not present, then ORS will use the value that was configured for the service. If it is not configured and not supplied on the Create API request then the value will be rejected. |
|
_device_notification_id |
Yes |
This is the id of the device to which the events/notifications are to be pushed to |
| _access_info_via_event |
No | This indicates if the application wants the access information in the event when the agent is available or the application will come back later and get the information. The default is true (the access information will be delivery via the event). |
| _latitude |
Yes |
This is the current latiture of the device |
| _longitude |
Yes |
This is the current longitude of the device. |
| {appdataname} |
No |
This is data that is supplied by the application and used to help the contact center resources better service the end user. The application can supply as many application data parameters as they want. These parameters may be string values or files. They should add to the multi-part structure in the body. |
Create Response Data
None
Specific Requests
There are no specific requests for this service.
Events
The following are the elements that will be generated from this service.
A2C.advanced.service.agentavailable.{session_id}
This event is sent to the application that created this service when the service logic has found an agent that is available to handle the customer's request. The properties returned in the event are mainly passed on if the service is configured to get the necessary access information and return it in this event or if the application will ask for it after getting notified with this event.
| Parameters |
Mandatory |
Description |
|---|---|---|
| _id |
Yes |
This is the identifier of the service. |
| _access_number |
No |
This is the access number which was allocated for this application. The application should use this number to contact the contact center. This is present if the _access_info_via_event parameter was true. |
| _access_code |
No |
This is the access code that should be supplied by the application or end user when the call is established to further authentication the application/user. This will be present when the Create API specifies that it needs a access code (_provide_code = true). This is present if the _access_info_via_event parameter was true. |
| _expiration_time |
No | This is the amount time that this access information will be locked/reserved for the service.This is present if the _access_info_via_event parameter was true. |
A2C.advanced.service.statuschanged.{session_id}
This event is sent to the application that created this service whenever the service logic has changed state. This is customizable by the service logic developer.
| Parameters |
Mandatory |
Description |
|---|---|---|
| _id |
Yes |
This is the identifier of the service. |
| _status |
Yes |
This is the new status of the service. |
| _dialog |
No |
This is the recommended dialog that should be used to communicate with the customer. This can be a string which has a dialog description. This can be a url to an actual application dialog that is recommend to be presented to the end user of the application associated with this service. |
A2C.advanced.service.expired.{session_id}
This event is sent to the application that created this service when the service expires and ends.
| Parameters |
Mandatory |
Description |
|---|---|---|
| _id | Yes |
This is the service identifier. |
Customization Configuration
The following are the configuration options that can be defined for a customized service based on this request-inbound-delay-location service:
Note: if one of the service parameters are passed on Create API for a customized version of the service, the configuration option value will supercede the passed value (i.e. it will be ignored).
| Option |
Type |
Mandatory |
Value |
Description |
|---|---|---|---|---|
| type |
string |
true |
ors |
This is the type of service that will be used. The values can be either built-in or ors. |
| name |
string |
true |
http://localhost/scxml-services/request-inbound-delay-location.scxml | This is the url of the service's SCXML application. |
| ttl | int | false | user defined - if not provided, the default will be 3600 |
This specifies the default time to live for all stored data. |
| provide_code | boolean | false | user defined - if not provided, the default will be false. |
If enabled, the service returns an access code that may be used to identify the inbound call |
| _access_info_via_event | boolean |
false | user defined - if not provided, the default will be true. |
If enabled, the service return the access information in the A2C.advanced.service.agentavailable event. |
| device_os |
string |
true |
user defined |
This identifies the type of device operating system that the application is running on. |
request-outbound-immediate
Overview
This is an advanced service which helps an application/end user contact the contact center. It has the following characteristics:
- It supports contact center initiated voice contacts.
- It supports initiating the call immediately.
- It stores and maintains application data with the service.
Create Request Data
These are the service specific parameters that will be supplied on the Create service API.
| Parameters |
Mandatory |
Description |
|---|---|---|
| _phone_number |
Yes |
The phone number of the device that the application is running on. This data will be used to match the specified data when the device/application calls the supplied access number. |
| {appdataname} |
No |
This is data that is supplied by the application and used to help the contact center resources better service the end user. The application can supply as many application data parameters as they want. These parameters may be string values or files. They should add to the multi-part structure in the body. |
Create Response Data
None
Specific Requests
There are no specific requests for this service.
Events
There are no events for this service.
Customization Configuration
This service can not be customized.
Sample
request-outbound-delay
Overview
This is an advanced service which helps an application/end user contact the contact center. It has the following characteristics:
- It supports contact center initiated voice contacts.
- It supports waiting for the appropriate available agent before initiating the call.
- When the agent is available, it notifies the application and it can acknowledge that the call can be initiated.
- It stores and maintains application data with the service.
Create Request Data
These are the service specific parameters that will be supplied on the Create service API.
| Parameters |
Mandatory |
Description |
|---|---|---|
| _phone_number |
Yes |
The phone number of the device that the application is running on. This data will be used to match the specified data when the device/application calls the supplied access number. |
| _device_os |
No |
This is the type operating system that will receive notifications. The value can be either iOS or Android. If not present, then ORS will use the value that was configured for the service. If it is not configured and not supplied on the Create API request then the value will be rejected. |
| _device_notification_id | Yes |
This is the id of the device to which the events/notifications are to be pushed to |
| {appdataname} |
No |
This is data that is supplied by the application and used to help the contact center resources better service the end user. The application can supply as many application data parameters as they want. These parameters may be string values or files. They should add to the multi-part structure in the body. |
Create Response Data
None
Specific Requests
accept
This request provides the application with the ability to accept the initation of the call.
Request parameters
There are no specific request parameters.
Response parameters
There are no specific response parameters.
Events
The following are the elements that will be generated from this service.
A2C.advanced.service.agentavailable.{session_id}
This event is sent to the application that created this service when the service logic has found an agent that is available to handle the customer's request. The properties returned in the event are mainly passed on if the service is configured to get the necessary access information and return it in this event or if the application will ask for it after getting notified with this event.
| Parameters |
Mandatory |
Description |
|---|---|---|
| _id |
Yes |
This is the identifier of the service. |
| _access_number |
No |
This is the access number which was allocated for this application. The application should use this number to contact the contact center. This is present if the _access_info_via_event parameter was true. |
| _access_code |
No |
This is the access code that should be supplied by the application or end user when the call is established to further authentication the application/user. This will be present when the Create API specifies that it needs a access code (_provide_code = true). This is present if the _access_info_via_event parameter was true. |
| _expiration_time |
No | This is the amount time that this access information will be locked/reserved for the service.This is present if the _access_info_via_event parameter was true. |
A2C.advanced.service.statuschanged.{session_id}
This event is sent to the application that created this service whenever the service logic has changed state. This is customizable by the service logic developer.
| Parameters |
Mandatory |
Description |
|---|---|---|
| _id |
Yes |
This is the identifier of the service. |
| _status |
Yes |
This is the new status of the service. |
| _dialog |
No |
This is the recommended dialog that should be used to communicate with the customer. This can be a string which has a dialog description. This can be a url to an actual application dialog that is recommend to be presented to the end user of the application associated with this service. |
A2C.advanced.service.expired.{session_id}
This event is sent to the application that created this service when the service expires and ends.
| Parameters |
Mandatory |
Description |
|---|---|---|
| _id | Yes |
This is the service identifier. |
Customization Configuration
The following are the configuration options that can be defined for a customized service based on this request-outbound-delay service:
Note: if one of the service parameters are passed on Create API for a customized version of the service, the configuration option value will supercede the passed value (i.e. it will be ignored).
| Option |
Type |
Mandatory |
Value |
Description |
|---|---|---|---|---|
| type |
string |
true |
ors |
This is the type of service that will be used. The values can be either built-in or ors. |
| name |
string |
true |
http://localhost/scxml-services/request-outbound-delay.scxml | This is the url of the service's SCXML application. |
| ttl | int | false | user defined - if not provided, the default will be 3600 |
This specifies the default time to live for all stored data. |
| device_os |
string |
true |
user defined |
This identifies the type of device operating system that the application is running on. |
request-outbound-poll
Overview
This is an advanced service which helps an application/end user contact the contact center. It has the following characteristics:
- It supports contact center initiated voice contacts.
- It supports waiting for the appropriate available agent before initiating the call.
- The application must poll the service to determine when an agent is available. At that point, the application can acknowledge that the call can be initiated.
- It stores and maintains application data with the service.
Create Request Data
These are the service specific parameters that will be supplied on the Create service API.
| Parameters |
Mandatory |
Description |
|---|---|---|
| _phone_number |
Yes |
The phone number of the device that the application is running on. This data will be used to match the specified data when the device/application calls the supplied access number. |
| {appdataname} |
No |
This is data that is supplied by the application and used to help the contact center resources better service the end user. The application can supply as many application data parameters as they want. These parameters may be string values or files. They should add to the multi-part structure in the body. |
Create Response Data
None
Specific Requests
status
This request provides the application with the current status of the service.
Request parameters
There are no specific parameters for this request .
Response parameters
The specific response parameters are:
| Parameters |
Mandatory |
Description |
|---|---|---|
| _status |
Yes |
This is the current status of the service. |
| _dialog |
No |
This is the recommended dialog that should be used to communicate with the customer. |
accept
This request provides the application with the ability to accept the initation of the call.
Request parameters
There are no specific request parameters.
Response parameters
There are no specific response parameters.
Events
There are no events for this service.
Customization Configuration
This service can not be customized.
request-chat-delay
Overview
This is a basic chat service which helps an application/end user contact the contact center. It has the following characteristics:
- It supports only customer initiated chat session
- It stores and maintains application data with the service.
- It is responsible for routing the the chat interaction to a specified (or configured) interaction endpoint
- It support both poll and async (via cometd) mode of message delivery
Create Request Data
These are the service specific parameters that will be supplied on the Create service API.
| Parameters |
Mandatory |
Description |
|---|---|---|
| firstName |
Yes |
This is the first name of the customer. |
| lastName |
Yes |
This is the last name of the customer. |
| email |
Yes |
This is the email address of the customer. |
| subject |
Yes |
This is the reason for contacting the contact center. |
| device_os |
No |
"comet" for chat messages to be deliverd via cometd. For poll, this parameter should not be specified. |
Create Response Data
| Parameters |
Mandatory |
Description |
|---|---|---|
| _id |
Yes | This is the id of the created service. |
Specific Requests
This is the set of service specific requests that can be done using the service Specific Request API.
chat
This request creates a chat interaction and routes it to the configured interaction end-point.
Request parameters
There are no specific request parameters.
Response parameters
The specific response parameters are:
| Parameters |
Mandatory |
Description |
|---|---|---|
| chatIxnState |
Yes |
This is the state of the chat interaction. It will be "connected" when the chat session is connected to an agent. |
| transcriptPosition |
Yes |
This is the current position in the chat dialog or transcript for this user. |
| chatServiceMessage |
Yes |
This is a diagnostic message used for debugging. |
Events
There are no events associated with this service.
Customization Configuration
The following are the configuration options that are defined for this service:
| Option |
Type |
Mandatory |
Default |
Description |
|---|---|---|---|---|
| type |
string |
true |
builtin |
This is the type of service that will be used. The values is always built-in for this service. |
| service |
string |
true |
request-chat-delay |
This can be customized. |
| ttl | int | false | user defined - if not provided, the default will be 30 | This specifies the default time to live for all stored data. |