Jump to: navigation, search

Callback Push Notifications for Android

Genesys Mobile Services (GMS) employs various mechanisms to achieve asynchronous messaging (push notifications). For Android devices, it is a combination of GCM/C2DM, and Comet. Likewise, iOS devices employ APNs and Comet. The scope of this article is limited to how push notifications are handled in Android devices, particularly for the Callback application.

Note: For iOS devices, see CallbackPushNotificationsforiOS.

Procedure

Implementing a GCM client is well documented by Google. Alternately, you can also refer to the Genesys Mobile Services Android Sample for a Genesys implementation of a GCM BroadcastReceiver.

Push notifications can be divided into two distinct parts:

  1. Chat (implements push notifications over Comet)
  2. Callback (implemented over GCM)

For Chat, a Bayeux Client is created to listen to all push notifications related to Chat. The default channel for Chat is /_genesys. The format of Chat push notifications can be seen in the Chat (Comet) section.

For Callback push notifications, refer to the Genesys Mobile Services Android Sample for reference.

Processing of GCM notifications is a three-step procedure:

  1. Obtain Service ID and Action identifier from GCM Intent.
  2. Issue HTTP POST to GMS with specified action to obtain action data as JSON.
  3. Execute action using data provided by GMS.

The data contained within the GCM Intent is structured as follows:

Intent intent;
Bundle extras = intent.getExtras();
String message = extras.getString("message");
System.out.println(message);

---------------------------------------------
Result:
{
   "_id":"$(_id)",
   "_action":"$(_action)",
}

In the case of the Genesys sample client, the GenesysCloudMessageReceiver repackages the GCM Intent into an application-specific Intent:

Intent newIntent = new Intent(context, GenesysSampleActivity.class);
    newIntent.setAction(Globals.ACTION_GENESYS_CLOUD_MESSAGE);
    newIntent.putExtra(Globals.EXTRA_MESSAGE, extras.getString("message"));
    newIntent.addFlags(Intent.FLAG_ACTIVITY_NEW_TASK);
    context.startActivity(newIntent);

This intent is then handled by the GenesysSampleActivity (handleIntent() > interpretCloudMessage()) where the encapsulated data is used to form an HTTP POST with the following URL:

$(ServerURL)$(URLPath)$(_id)/$(_action)
for example, 
http://135.34.145.123:8080/genesys/1/service/3SQI3S31693JL9
L3R0O5O6T4OC000U73/get-dialog-start-chat
Identifier Description Example Values
$(ServerURL) URL to Genesys Mobile Services host http://135.34.145.123:8080
$(URLPath) Path to Services API /genesys/1/service/
$(_id) GMS-issued Service ID 3SQI3S31693JL9L3R0O5O6T4OC000U73
$(_action) Callback action to perform get-dialog-user-confirmation-provide_code-true

get-dialog-user-confirmation-provide_code-false
get-dialog-start-chat
connect-inbound
connect-outbound
wait-for-agent

The response of the HTTP POST request contains JSON, which describes an action to perform and/or UI elements to display in the client application. Each of these requests are referred to as Dialogs.

Dialogs (REST)

The following examples are JSON structures returned by the GMS Callback service to the client application. The contents of the JSON response depends on the Callback action performed (as described in the Procedure section).

Refer to the Genesys Mobile Services Android Sample for examples on how these JSON responses can be interpreted as actions (for example: Call agent, Display menu, Display dialog) and/or UI elements (for example: Confirmation dialogs or Menu items).

get-dialog-user-confirmation-provide_code-true

{
   "_dialog_id":"0",
   "_label":"Agent is available right now",
   "_user_action_url":
"$(ExtURLBase)/1/service/$(ServiceID)/not-used",
   "_method":"POST",
   "_action":"DisplayMenu",
   "_expires": "$(Date)",
   "_resource_url":
"$(ExtURLBase)/1/service/$(ServiceID)/get-dialog-user-confirmation",
   "_content":[
      {
         "_group_name":"Are you ready?",
         "_group_content":[
            {
               "_dialog_id":"1",
               "_label":"Yes, I'm ready to talk",
               "_action":"MenuItem",
               "_user_action_url":
"$(ExtURLBase)/1/service/$(ServiceID)/connect",
               "_method":"POST",
               "_id_to_jump_before":"exit://",
               "_confirmation_dialog":{
                  "_text":
"You will hear tones immediately after call is connected. This is normal.",
                  "_dialog_type":"Notification",
                  "_dismiss_timeout": 2
               }
            },{
               "_dialog_id":"2",
               "_label":"No, try again in 5 minutes",
               "_action":"MenuItem",
               "_user_action_url":
"$(ExtURLBase)/1/service/$(ServiceID)/snooze",
               "_method":"POST",
               "_id_to_jump_before":"exit://"
            },{
               "_dialog_id":"3",
               "_label":"Cancel, my problem has been solved",
               "_action":"MenuItem",
               "_user_action_url":
"$(ExtURLBase)/1/service/$(ServiceID)/cancel",
               "_method":"POST",
               "_id_to_jump_before":"exit://"
            }
         ]
      }
   ]
}

get-dialog-user-confirmation-provide_code-false

{
   "_dialog_id":"0",
   "_label":"Agent is available right now",
   "_user_action_url":
"$(ExtURLBase)/1/service/$(ServiceID)/not-used",
   "_method":"POST",
   "_action":"DisplayMenu",
   "_expires": "$(Date)",
   "_resource_url":
"$(ExtURLBase)/1/service/$(ServiceID)/get-dialog-user-confirmation",
   "_content":[
      {
         "_group_name":"Are you ready?",
         "_group_content":[
            {
               "_dialog_id":"1",
               "_label":"Yes, I'm ready to talk",
               "_action":"MenuItem",
               "_user_action_url":
"$(ExtURLBase)/1/service/$(ServiceID)/connect",
               "_method":"POST",
               "_id_to_jump_before":"exit://",
            },{
               "_dialog_id":"2",
               "_label":"No, try again in 5 minutes",
               "_action":"MenuItem",
               "_user_action_url":
"$(ExtURLBase)/1/service/$(ServiceID)/snooze",
               "_method":"POST",
               "_id_to_jump_before":"exit://"
            },{
               "_dialog_id":"3",
               "_label":"Cancel, my problem has been solved",
               "_action":"MenuItem",
               "_user_action_url":
"$(ExtURLBase)/1/service/$(ServiceID)/cancel",
               "_method":"POST",
               "_id_to_jump_before":"exit://"
            }
         ]
      }
   ]
}

get-dialog-start-chat

{
   "_dialog_id": "1",
   "_action":"StartChat",
   "_label":"Start Chat",
   "_start_chat_url":
"$(ExtURLBase)/1/service/$(ServiceID)/ixn/chat",
   "_comet_url":"$(CometURL)",
   "_user_header":"$(GMSUser)",
   "_id_to_jump_before":"exit://",
   "_chat_parameters":{
      "subject":"None"
   },
   "_id":"$(ServiceID)"
}

connect-inbound

{
   "_dialog_id":"0",
   "_label":"Connecting ...",
   "_action":"DialNumber",
   "_tel_url":"n/a",
   "_access_code":"n/a",
   "_id":"$(ServiceID)"
}

connect-outbound

{
   "_dialog_id":"0",
   "_action":"ConfirmationDialog",
   "_text":"You will receive the call shortly",
   "_ok_title":"Ok",
   "_id":"$(ServiceID)"
}

wait-for-agent

{
   "_dialog_id":"0",
   "_action":"ConfirmationDialog",
   "_text":"We will notify you when agent is available",
   "_ok_title":"Ok",
   "_id":"$(ServiceID)"
}

Push Notifications

Chat (Comet)

Message Receipt

{
   "data":{
      "message":{
         "startedAt":"2014-05-02T16:27:38Z",
         "chatIxnState":"TRANSCRIPT",
         "chatSessionId":"000FRa9NYM9A001K",
         "transcriptToShow":[["Message.Text","Stan","Hello.","8","CLIENT"]],
         "transcriptPosition":"2",
         "chatServiceMessage":"Chat service is available"
      },
      "id":"b2e607a0d21611e3000010932938a0ff",
      "tag":"service.chat.refresh.3SQIS3S1693JL9L3R00506T40C000UL4"
   },
   "channel":"/_genesys"
}

Party Joined/Left

{
   "data":{
      "message":{
         "startedAt":"2014-05-02T16:27:38Z",
         "chatIxnState":"TRANSCRIPT",
         "chatSessionId":"000FRa9NYM9A001K",
         "transcriptToShow":[["Notice.Joined","Kristi Sippola",
"has joined the session","17","AGENT"]],
         "transcriptPosition":"3",
         "chatServiceMessage":"Chat service is available",
      },
      "id":"b7dd6460d21611e3000010932938a0ff",
      "tag":"service.chat.refresh.3SQIS3S1693JL9L3R00506T40C000UL4"
   },
   "channel":"/_genesys"
}

Typing Started/Stopped

{
   "data":{
      "message":{
         "startedAt":"2014-05-02T16:27:38Z",
         "chatIxnState":"TRANSCRIPT",
         "chatSessionId":"000FRa9NYM9A001K",
         "transcriptToShow":[["Notice.TypingStarted",
"Kristi Sippola","is typing","20","AGENT"]],
         "transcriptPosition":"4",
         "chatServiceMessage":"Chat service is available",
      },
      "id":"b91bd7d0d21611e3000010932938a0ff",
      "tag":"service.chat.refresh.3SQIS3S1693JL9L3R00506T40C000UL4"
   },
   "channel":"/_genesys"
}

Notes

Identifier Description Values
$(TranscriptType) Type of event to display in the chat log. Message.Text

Notice.TypingStarted
Notice.TypingStopped
Notice.Joined
Notice.Left

$(Timestamp) UTC Time format YYYY-MM-DDTHH:MM:SSZ
$(TranscriptPosition) Line Number Some integer.
$(ChatIxnState) State of chat interaction. TRANSCRIPT

DISCONNECTED

Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on April 11, 2018, at 09:31.