Interaction Notifications
The following is a list of CometD notifications that are not tied to a specific interaction operation.
To begin receiving e-mail or chat channel-related notifications from the System through the Cometd topics (also known as CometD channels), an agent needs to set his or her status for the email or chat channel to Ready. The agent then needs to subscribe to to the /me/interactions cometd topic and listen. To prevent the System from sending more e-mail or chat interaction notifications, the agent needs to set his or her e-mail or chat channel state to NotReady.
Email Interactions
When an agent sets his or her status for the email channel to Ready, the following notifications may occur:
Email Invite
This notification invites an Agent to either Accept or Reject an incoming email Interaction.
[
{
'data': {
'interaction': {
'userData': {
'FirstName': 'qwerty',
'Header_Content-Type': 'multipart/mixed;boundary="===============0346841814=="',
'RTargetTypeSelected': '2',
'RTargetObjectSelected': '?: 2>1',
'_ContainsAttachment': 'false',
'CBR-actual_volume': '',
'RVQID': '',
'To': 'support@ci-vm106',
'Header_Date': 'Mon,
28Oct201314: 08: 44-0700',
'_AttachmentsSize': '0',
'_AutoReplyCount': 0,
'RTargetObjSelDBID': '',
'Header_MIME-Version': '1.0',
'Mailbox': 'support',
'CBR-Interaction_cost': '',
'CBR-contract_DBIDs': '',
'ContactId': '0000Ha8S2A7X000N',
'RTargetAgentSelected': '1',
'CBR-IT-path_DBIDs': '',
'RTargetAgentGroup': '?: 2>1',
'RTargetRuleSelected': '',
'FromPersonal': '',
'RTargetPlaceSelected': 'Agent1',
'_AttachmentFileNames': '',
'RTenant': 'Environment',
'RRequestedSkills': None,
'Origination_Source': 'Email',
'RRequestedSkillCombination': '',
'RVQDBID': '',
'RStrategyDBID': '134',
'CustomerSegment': 'default',
'PegAG?: 2>1': 1,
'ServiceType': 'default',
'FromAddress': 'Customer1@ci-vm106',
'ServiceObjective': 0,
'Header_Message-ID': '<6h34v7hbfot8h0h.281020131408@ci-vm106>',
'RTargetRequested': '?: 2>1',
'EmailAddress': 'Customer1@ci-vm106',
'RStrategyName': 'SimpleEmailInStrategy',
'Subject': 'Rendering_response_category'
},
'currentQueue': 'SimpleEmailInQueue',
'subType': 'InboundNew',
'inQueues': {
'__STOP__': ''
},
'capabilities': [
'Accept',
'Reject'
],
'content': {
'interactionId': '0000Ka8WP8G94H9A'
},
'outQueues': {
'SimpleEmailOutQueue': ''
},
'state': 'Invited',
'type': 'Inbound',
'id': '0000Ka8WP8G94H9A',
'channel': 'email'
},
'messageType': 'InteractionStateMessage'
},
'channel': '/v2/me/interactions'
}
]
Email Revoked
After a predetermined period of agent inactivity, this notifies the agent that the System has removed an e-mail interaction from him or her.
[
{
'data': {
'userData': {
'Header_Content-Type': 'multipart/mixed;boundary="===============1840393583=="',
'RTargetTypeSelected': '2',
'RTargetObjectSelected': '?: 2>1',
'_ContainsAttachment': 'false',
'CBR-actual_volume': '',
'RVQID': '',
'To': 'support@ci-vm106',
'Header_Date': 'Fri, 28Jun201313: 30: 34-0700',
'_AttachmentsSize': '0',
'_AutoReplyCount': 0,
'RTargetObjSelDBID': '',
'Header_MIME-Version': '1.0',
'Mailbox': 'support',
'CBR-Interaction_cost': '',
'CBR-contract_DBIDs': '',
'ContactId': '0000Ha8S2A7X000N',
'RTargetAgentSelected': 'Agent1',
'CBR-IT-path_DBIDs': '',
'RTargetAgentGroup': '?: 2>1',
'RTargetRuleSelected': '',
'FromPersonal': '',
'RTargetPlaceSelected': 'Agent1',
'_AttachmentFileNames': '',
'RTenant': 'Environment',
'RRequestedSkills': None,
'Origination_Source': 'Email',
'RRequestedSkillCombination': '',
'RVQDBID': '',
'RStrategyDBID': '134',
'CustomerSegment': 'default',
'PegAG?: 2>1': 1,
'ServiceType': 'default',
'FromAddress': 'Customer1@ci-vm106',
'ServiceObjective': 0,
'Header_Message-ID': '<4fdz6n7aiqcqyw3.280620131330@ci-vm106>',
'RTargetRequested': '?: 2>1',
'EmailAddress': 'Customer1@ci-vm106',
'RStrategyName': 'SimpleEmailInStrategy',
'Subject': 'test_reply'
},
'email_object': {
'interactionId': '0000Ja8V814907JM'
},
'currentQueue': 'SimpleEmailInQueue',
'interactionSubType': 'InboundNew',
'capabilities': [],
'state': 'Revoked',
'messageType': 'InteractionStateMessage',
'id': '0000Ja8V814907JM',
'channel': 'email',
'interactionType': 'Inbound'
},
'channel': '/v2/me/interactions'
},
{
'successful': True,
'advice': {
'interval': 0,
'timeout': 30000,
'reconnect': 'retry'
},
'id': '25',
'channel': '/meta/connect'
}
]
Email Accepted
[
{
'data': {
'interaction': {
'userData': {
'FirstName': 'qwerty',
'Header_Content-Type': 'multipart/mixed;boundary="===============0346841814=="',
'RTargetTypeSelected': '2',
'RTargetObjectSelected': '?: 2>1',
'_ContainsAttachment': 'false',
'CBR-actual_volume': '',
'RVQID': '',
'To': 'support@ci-vm106',
'Header_Date': 'Mon,
28Oct201314: 08: 44-0700',
'_AttachmentsSize': '0',
'_AutoReplyCount': 0,
'RTargetObjSelDBID': '',
'Header_MIME-Version': '1.0',
'Mailbox': 'support',
'CBR-Interaction_cost': '',
'CBR-contract_DBIDs': '',
'ContactId': '0000Ha8S2A7X000N',
'RTargetAgentSelected': '1',
'CBR-IT-path_DBIDs': '',
'RTargetAgentGroup': '?: 2>1',
'RTargetRuleSelected': '',
'FromPersonal': '',
'RTargetPlaceSelected': 'Agent1',
'_AttachmentFileNames': '',
'RTenant': 'Environment',
'RRequestedSkills': None,
'Origination_Source': 'Email',
'RRequestedSkillCombination': '',
'RVQDBID': '',
'RStrategyDBID': '134',
'CustomerSegment': 'default',
'PegAG?: 2>1': 1,
'ServiceType': 'default',
'FromAddress': 'Customer1@ci-vm106',
'ServiceObjective': 0,
'Header_Message-ID': '<6h34v7hbfot8h0h.281020131408@ci-vm106>',
'RTargetRequested': '?: 2>1',
'EmailAddress': 'Customer1@ci-vm106',
'RStrategyName': 'SimpleEmailInStrategy',
'Subject': 'Rendering_response_category'
},
'currentQueue': 'SimpleEmailInQueue',
'startDate': 1382994529967L,
'inQueues': {
'__STOP__': ''
},
'capabilities': [
'StopProcessing',
'UpdateUserData',
'AttachUserData',
'DeleteUserData',
'PlaceInWorkbin',
'SingleStepTransfer',
'Reply',
'ReplyAll'
],
'content': {
'text': 'Thisisemailbody.\r\nTesting, hopefullythiswillwork',
'interactionId': '0000Ka8WP8G94H9A',
'fromAddress': 'Customer1@ci-vm106',
'toAddress': 'support@ci-vm106',
'subject': 'Rendering_response_category'
},
'outQueues': {
'SimpleEmailOutQueue': ''
},
'state': 'Accepted',
'subType': 'InboundNew',
'threadId': '0000Ka8WP8G94H99',
'type': 'Inbound',
'id': '0000Ka8WP8G94H9A',
'channel': 'email'
},
'messageType': 'InteractionStateMessage'
},
'channel': '/v2/me/interactions'
}
]
Chat Interactions
When an agent sets his or her status for the chat channel to Ready, the following notifications may occur:
Chat Invited
[
{
'data': {
'userData': {
'IdentifyCreateContact': '3',
'RTargetTypeSelected': '2',
'RTargetObjectSelected': '?: 2>1',
'RVQID': '',
'ChatServerAppName': 'es_chat',
'ChatServerHost': 'hpe-voicevm-76.genesyslab.com',
'RTargetObjSelDBID': '',
'ChatServerPort': '7160',
'CBR-Interaction_cost': '',
'CBR-contract_DBIDs': '',
'RTargetAgentSelected': 'Agent1',
'CBR-IT-path_DBIDs': '',
'RTargetRuleSelected': '',
'RTargetPlaceSelected': 'Agent1',
'CBR-actual_volume': '',
'RTenant': 'Environment',
'ChatServerDBID': '155',
'RRequestedSkills': None,
'RRequestedSkillCombination': '',
'RVQDBID': '',
'RStrategyDBID': '125',
'CustomerSegment': 'default',
'PegAG?: 2>1': 1,
'ServiceType': 'default',
'ServiceObjective': 0,
'RTargetRequested': '?: 2>1',
'RTargetAgentGroup': '?: 2>1',
'RStrategyName': 'SimpleChatInStrategy',
'Subject': 'Customersupport'
},
'currentQueue': 'SimpleChatInQueue',
'interactionSubType': 'InboundNew',
'capabilities': [
'Accept',
'Reject'
],
'state': 'Invited',
'messageType': 'InteractionStateMessage',
'id': '0000Ja8V814907KS',
'channel': 'chat',
'interactionType': 'Inbound'
},
'channel': '/v2/me/interactions'
},
{
'successful': True,
'advice': {
'interval': 0,
'timeout': 30000,
'reconnect': 'retry'
},
'id': '15',
'channel': '/meta/connect'
}
]
Chat Revoked
[
{
'data': {
'userData': {
'IdentifyCreateContact': '3',
'RTargetTypeSelected': '2',
'RTargetObjectSelected': '?: 2>1',
'RVQID': '',
'ChatServerAppName': 'es_chat',
'ChatServerHost': 'hpe-voicevm-76.genesyslab.com',
'RTargetObjSelDBID': '',
'ChatServerPort': '7160',
'CBR-Interaction_cost': '',
'CBR-contract_DBIDs': '',
'RTargetAgentSelected': 'Agent1',
'CBR-IT-path_DBIDs': '',
'RTargetRuleSelected': '',
'RTargetPlaceSelected': 'Agent1',
'CBR-actual_volume': '',
'RTenant': 'Environment',
'ChatServerDBID': '155',
'RRequestedSkills': None,
'RRequestedSkillCombination': '',
'RVQDBID': '',
'RStrategyDBID': '125',
'CustomerSegment': 'default',
'PegAG?: 2>1': 1,
'ServiceType': 'default',
'ServiceObjective': 0,
'RTargetRequested': '?: 2>1',
'RTargetAgentGroup': '?: 2>1',
'RStrategyName': 'SimpleChatInStrategy',
'Subject': 'Customersupport'
},
'currentQueue': 'SimpleChatInQueue',
'interactionSubType': 'InboundNew',
'capabilities': [],
'state': 'Revoked',
'messageType': 'InteractionStateMessage',
'id': '0000Ja8V814907KS',
'channel': 'chat',
'interactionType': 'Inbound'
},
'channel': '/v2/me/interactions'
},
{
'successful': True,
'advice': {
'interval': 0,
'timeout': 30000,
'reconnect': 'retry'
},
'id': '15',
'channel': '/meta/connect'
}
]
Chat Accepted
[
{
'data': {
'interaction': {
'userData': {
'IdentifyCreateContact': '3',
'RTargetTypeSelected': '2',
'RTargetObjectSelected': '?: 2>1',
'RVQID': '',
'ChatServerAppName': 'esv_cht',
'ChatServerHost': 'hpe-voicevm-55.genesyslab.com',
'RTargetObjSelDBID': '',
'ChatServerPort': '7160',
'CBR-Interaction_cost': '',
'CBR-contract_DBIDs': '',
'RTargetAgentSelected': 'Agent1',
'CBR-IT-path_DBIDs': '',
'RTargetRuleSelected': '',
'RTargetPlaceSelected': 'Agent1',
'CBR-actual_volume': '',
'RTenant': 'Environment',
'ChatServerDBID': '145',
'RRequestedSkills': None,
'RRequestedSkillCombination': '',
'RVQDBID': '',
'RStrategyDBID': '110',
'CustomerSegment': 'default',
'PegAG?: 2>1': 1,
'ServiceType': 'default',
'ServiceObjective': 0,
'RTargetRequested': '?: 2>1',
'RTargetAgentGroup': '?: 2>1',
'RStrategyName': 'SimpleChatInStrategy',
'Subject': 'Customersupport'
},
'currentQueue': 'SimpleChatInQueue',
'startDate': 1382984933000L,
'inQueues': {
'SimpleChatTranscriptQueue': u''
},
'capabilities': [
'StopProcessing',
'UpdateUserData',
'AttachUserData',
'DeleteUserData',
'PlaceInWorkbin',
'SingleStepTransfer',
'LeaveChat',
'EndChatSession',
'SingleStepConference',
'RequestChatHistory',
'Send'
],
'content': {
'latestEventId': 3,
'sessionId': '00002a94345B0MXX',
'events': [
{
'userId': '0091526EACE5E036',
'messageType': 'PARTY_JOINED',
'userType': 'Client',
'visibility': 'All',
'nickName': 'test_agent_notificationL',
'id': 1
},
{
'userId': '0091526EACF0E038',
'messageType': 'PARTY_JOINED',
'userType': 'Agent',
'visibility': 'All',
'nickName': 'TestName',
'id': 2
},
{
'messageType': 'NOTICE',
'userId': '0091526EACF0E038',
'visibility': 'All',
'noticeType': 'TypingStarted',
'id': 3
}
]
},
'subType': 'InboundNew',
'state': 'Accepted',
'threadId': '00002a94345B0MXY',
'type': 'Inbound',
'id': '00002a94345B0MXX',
'channel': 'chat'
},
'messageType': 'InteractionStateMessage'
}
]
Chat Notifications
[
{
'data': {
'interaction': {
'userData': {
'IdentifyCreateContact': '3',
'RTargetTypeSelected': '2',
'RTargetObjectSelected': '?: 2>1',
'RVQID': '',
'ChatServerAppName': 'esv_cht',
'ChatServerHost': 'hpe-voicevm-55.genesyslab.com',
'RTargetObjSelDBID': '',
'ChatServerPort': '7160',
'CBR-Interaction_cost': '',
'CBR-contract_DBIDs': '',
'RTargetAgentSelected': 'Agent1',
'CBR-IT-path_DBIDs': '',
'RTargetRuleSelected': '',
'RTargetPlaceSelected': 'Agent1',
'CBR-actual_volume': '',
'RTenant': 'Environment',
'ChatServerDBID': '145',
'RRequestedSkills': None,
'RRequestedSkillCombination': '',
'RVQDBID': '',
'RStrategyDBID': '110',
'CustomerSegment': 'default',
'PegAG?: 2>1': 1,
'ServiceType': 'default',
'ServiceObjective': 0,
'RTargetRequested': '?: 2>1',
'RTargetAgentGroup': '?: 2>1',
'RStrategyName': 'SimpleChatInStrategy',
'Subject': 'Customersupport'
},
'currentQueue': 'SimpleChatInQueue',
'startDate': 1382984933000L,
'inQueues': {
'SimpleChatTranscriptQueue': ''
},
'content': {
'latestEventId': 5,
'sessionId': '00002a94345B0MXX',
'events': [
{
'messageType': 'NOTICE',
'userId': '0091526EACF0E038',
'visibility': 'All',
'noticeType': 'TypingStopped',
'id': 4
},
{
'messageType': 'NOTICE',
'userId': '0091526EACF0E038',
'visibility': 'All',
'noticeType': 'TypingStarted',
'id': 3
},
{
'userId': '0091526EACE5E036',
'messageType': 'PARTY_JOINED',
'userType': 'Client',
'visibility': 'All',
'nickName': 'test_agent_notificationL',
'id': 1
},
{
'userId': '0091526EACF0E038',
'messageType': 'PARTY_JOINED',
'userType': 'Agent',
'visibility': 'All',
'nickName': 'TestName',
'id': 2
},
{
'userId': '0091526EACF0E038',
'messageType': 'PARTY_LEFT',
'visibility': 'All',
'id': 5
}
]
},
'subType': 'InboundNew',
'state': 'PropertiesChanged',
'threadId': '00002a94345B0MXY',
'type': 'Inbound',
'id': '00002a94345B0MXX',
'channel': 'chat'
},
'messageType': 'InteractionStateMessage'
},
'channel': '/v2/me/interactions'
}
]
This page was last edited on October 31, 2023, at 13:29.
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