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Interaction Notifications

file:important.png Pre-Release Notice: The information contained on this page is not considered final and is managed under the terms and conditions found in the Pre-release Agreement. This page provides the most up-to-date reference information available for this pre-release version and is restricted for use by those who have signed the Pre-release Agreement with Genesys to acquire an early version of the software.

The following is a list of Cometd notifications that are not tied to a specific interaction operation.

To begin receiving e-mail channel related notifications from the System through the Cometd topics (also known as cometd channels), an agent needs to set his agent status for the email channel to Ready. He then needs to subscribe to to the /me/interactions cometd topic and listen. To prevent the System from sending more e-mail interaction notifications, the user needs to set his e-mail channel state to NotReady.

When a user sets his status for the email channel to Ready, the following notifications may occur:

New Email Interaction Invite

This notification invites an Agent to either Accept or Reject an incoming email Interaction.

[
    {
        u'data': {
            u'userData': {
                u'Header_Content-Type': u'multipart/mixed;boundary="===============1840393583=="',
                u'RTargetTypeSelected': u'2',
                u'RTargetObjectSelected': u'?: 2>1',
                u'_ContainsAttachment': u'false',
                u'CBR-actual_volume': u'',
                u'RVQID': u'',
                u'To': u'support@ci-vm106',
                u'Header_Date': u'Fri,
                28Jun201313: 30: 34-0700',
                u'_AttachmentsSize': u'0',
                u'_AutoReplyCount': 0,
                u'RTargetObjSelDBID': u'',
                u'Header_MIME-Version': u'1.0',
                u'Mailbox': u'support',
                u'CBR-Interaction_cost': u'',
                u'CBR-contract_DBIDs': u'',
                u'ContactId': u'0000Ha8S2A7X000N',
                u'RTargetAgentSelected': u'Agent1',
                u'CBR-IT-path_DBIDs': u'',
                u'RTargetAgentGroup': u'?: 2>1',
                u'RTargetRuleSelected': u'',
                u'FromPersonal': u'',
                u'RTargetPlaceSelected': u'Agent1',
                u'_AttachmentFileNames': u'',
                u'RTenant': u'Environment',
                u'RRequestedSkills': None,
                u'Origination_Source': u'Email',
                u'RRequestedSkillCombination': u'',
                u'RVQDBID': u'',
                u'RStrategyDBID': u'134',
                u'CustomerSegment': u'default',
                u'PegAG?: 2>1': 1,
                u'ServiceType': u'default',
                u'FromAddress': u'Customer1@ci-vm106',
                u'ServiceObjective': 0,
                u'Header_Message-ID': u'<4fdz6n7aiqcqyw3.280620131330@ci-vm106>',
                u'RTargetRequested': u'?: 2>1',
                u'EmailAddress': u'Customer1@ci-vm106',
                u'RStrategyName': u'SimpleEmailInStrategy',
                u'Subject': u'test_reply'
            },
            u'email_object': {
                u'interactionId': u'0000Ja8V814907JM'
            },
            u'currentQueue': u'SimpleEmailInQueue',
            u'interactionSubType': u'InboundNew',
            u'capabilities': [
                u'Accept',
                u'Reject'
            ],
            u'state': u'Invited',
            u'messageType': u'InteractionStateMessage',
            u'id': u'0000Ja8V814907JM',
            u'channel': u'email',
            u'interactionType': u'Inbound'
        },
        u'channel': u'/v2/me/interactions'
    },
    {
        u'successful': True,
        u'advice': {
            u'interval': 0,
            u'timeout': 30000,
            u'reconnect': u'retry'
        },
        u'id': u'25',
        u'channel': u'/meta/connect'
    }
]

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.

[
    {
        u'data': {
            u'userData': {
                u'Header_Content-Type': u'multipart/mixed;boundary="===============1840393583=="',
                u'RTargetTypeSelected': u'2',
                u'RTargetObjectSelected': u'?: 2>1',
                u'_ContainsAttachment': u'false',
                u'CBR-actual_volume': u'',
                u'RVQID': u'',
                u'To': u'support@ci-vm106',
                u'Header_Date': u'Fri,
                28Jun201313: 30: 34-0700',
                u'_AttachmentsSize': u'0',
                u'_AutoReplyCount': 0,
                u'RTargetObjSelDBID': u'',
                u'Header_MIME-Version': u'1.0',
                u'Mailbox': u'support',
                u'CBR-Interaction_cost': u'',
                u'CBR-contract_DBIDs': u'',
                u'ContactId': u'0000Ha8S2A7X000N',
                u'RTargetAgentSelected': u'Agent1',
                u'CBR-IT-path_DBIDs': u'',
                u'RTargetAgentGroup': u'?: 2>1',
                u'RTargetRuleSelected': u'',
                u'FromPersonal': u'',
                u'RTargetPlaceSelected': u'Agent1',
                u'_AttachmentFileNames': u'',
                u'RTenant': u'Environment',
                u'RRequestedSkills': None,
                u'Origination_Source': u'Email',
                u'RRequestedSkillCombination': u'',
                u'RVQDBID': u'',
                u'RStrategyDBID': u'134',
                u'CustomerSegment': u'default',
                u'PegAG?: 2>1': 1,
                u'ServiceType': u'default',
                u'FromAddress': u'Customer1@ci-vm106',
                u'ServiceObjective': 0,
                u'Header_Message-ID': u'<4fdz6n7aiqcqyw3.280620131330@ci-vm106>',
                u'RTargetRequested': u'?: 2>1',
                u'EmailAddress': u'Customer1@ci-vm106',
                u'RStrategyName': u'SimpleEmailInStrategy',
                u'Subject': u'test_reply'
            },
            u'email_object': {
                u'interactionId': u'0000Ja8V814907JM'
            },
            u'currentQueue': u'SimpleEmailInQueue',
            u'interactionSubType': u'InboundNew',
            u'capabilities': [],
            u'state': u'Revoked',
            u'messageType': u'InteractionStateMessage',
            u'id': u'0000Ja8V814907JM',
            u'channel': u'email',
            u'interactionType': u'Inbound'
        },
        u'channel': u'/v2/me/interactions'
    },
    {
        u'successful': True,
        u'advice': {
            u'interval': 0,
            u'timeout': 30000,
            u'reconnect': u'retry'
        },
        u'id': u'25',
        u'channel': u'/meta/connect'
    }
]

Email Accepted

[
    {
        u'data': {
            u'userData': {
                u'Header_Content-Type': u'multipart/mixed;boundary="===============1840393583=="',
                u'RTargetTypeSelected': u'2',
                u'RTargetObjectSelected': u'?: 2>1',
                u'_ContainsAttachment': u'false',
                u'CBR-actual_volume': u'',
                u'RVQID': u'',
                u'To': u'support@ci-vm106',
                u'Header_Date': u'Fri,
                28Jun201313: 30: 34-0700',
                u'_AttachmentsSize': u'0',
                u'_AutoReplyCount': 0,
                u'RTargetObjSelDBID': u'',
                u'Header_MIME-Version': u'1.0',
                u'Mailbox': u'support',
                u'CBR-Interaction_cost': u'',
                u'CBR-contract_DBIDs': u'',
                u'ContactId': u'0000Ha8S2A7X000N',
                u'RTargetAgentSelected': u'Agent1',
                u'CBR-IT-path_DBIDs': u'',
                u'RTargetAgentGroup': u'?: 2>1',
                u'RTargetRuleSelected': u'',
                u'FromPersonal': u'',
                u'RTargetPlaceSelected': u'Agent1',
                u'_AttachmentFileNames': u'',
                u'RTenant': u'Environment',
                u'RRequestedSkills': None,
                u'Origination_Source': u'Email',
                u'RRequestedSkillCombination': u'',
                u'RVQDBID': u'',
                u'RStrategyDBID': u'134',
                u'CustomerSegment': u'default',
                u'PegAG?: 2>1': 1,
                u'ServiceType': u'default',
                u'FromAddress': u'Customer1@ci-vm106',
                u'ServiceObjective': 0,
                u'Header_Message-ID': u'<4fdz6n7aiqcqyw3.280620131330@ci-vm106>',
                u'RTargetRequested': u'?: 2>1',
                u'EmailAddress': u'Customer1@ci-vm106',
                u'RStrategyName': u'SimpleEmailInStrategy',
                u'Subject': u'test_reply'
            },
            u'email_object': {
                u'text': u'Thisisemailbody.\r\nTesting,
                hopefullythiswillwork',
                u'interactionId': u'0000Ja8V814907JM',
                u'fromAddress': u'Customer1@ci-vm106',
                u'toAddress': u'support@ci-vm106',
                u'subject': u'test_reply'
            },
            u'currentQueue': u'SimpleEmailInQueue',
            u'interactionSubType': u'InboundNew',
            u'inQueues': {
                u'__STOP__': u''
            },
            u'capabilities': [
                u'Transfer',
                u'PlaceInQueue',
                u'StopProcessing',
                u'PlaceInWorkbin',
                u'UpdateProperties',
                u'Reply',
                u'ReplyAll'
            ],
            u'outQueues': {
                u'SimpleEmailOutQueue': u''
            },
            u'state': u'Accepted',
            u'messageType': u'InteractionStateMessage',
            u'id': u'0000Ja8V814907JM',
            u'channel': u'email',
            u'interactionType': u'Inbound'
        },
        u'channel': u'/v2/me/interactions'
    },
    {
        u'successful': True,
        u'advice': {
            u'interval': 0,
            u'timeout': 30000,
            u'reconnect': u'retry'
        },
        u'id': u'26',
        u'channel': u'/meta/connect'
    }
]

Chat Invited

[
    {
        u'data': {
            u'userData': {
                u'IdentifyCreateContact': u'3',
                u'RTargetTypeSelected': u'2',
                u'RTargetObjectSelected': u'?: 2>1',
                u'RVQID': u'',
                u'ChatServerAppName': u'es_chat',
                u'ChatServerHost': u'hpe-voicevm-76.genesyslab.com',
                u'RTargetObjSelDBID': u'',
                u'ChatServerPort': u'7160',
                u'CBR-Interaction_cost': u'',
                u'CBR-contract_DBIDs': u'',
                u'RTargetAgentSelected': u'Agent1',
                u'CBR-IT-path_DBIDs': u'',
                u'RTargetRuleSelected': u'',
                u'RTargetPlaceSelected': u'Agent1',
                u'CBR-actual_volume': u'',
                u'RTenant': u'Environment',
                u'ChatServerDBID': u'155',
                u'RRequestedSkills': None,
                u'RRequestedSkillCombination': u'',
                u'RVQDBID': u'',
                u'RStrategyDBID': u'125',
                u'CustomerSegment': u'default',
                u'PegAG?: 2>1': 1,
                u'ServiceType': u'default',
                u'ServiceObjective': 0,
                u'RTargetRequested': u'?: 2>1',
                u'RTargetAgentGroup': u'?: 2>1',
                u'RStrategyName': u'SimpleChatInStrategy',
                u'Subject': u'Customersupport'
            },
            u'currentQueue': u'SimpleChatInQueue',
            u'interactionSubType': u'InboundNew',
            u'capabilities': [
                u'Accept',
                u'Reject'
            ],
            u'state': u'Invited',
            u'messageType': u'InteractionStateMessage',
            u'id': u'0000Ja8V814907KS',
            u'channel': u'chat',
            u'interactionType': u'Inbound'
        },
        u'channel': u'/v2/me/interactions'
    },
    {
        u'successful': True,
        u'advice': {
            u'interval': 0,
            u'timeout': 30000,
            u'reconnect': u'retry'
        },
        u'id': u'15',
        u'channel': u'/meta/connect'
    }
]

Chat Revoked

[
    {
        u'data': {
            u'userData': {
                u'IdentifyCreateContact': u'3',
                u'RTargetTypeSelected': u'2',
                u'RTargetObjectSelected': u'?: 2>1',
                u'RVQID': u'',
                u'ChatServerAppName': u'es_chat',
                u'ChatServerHost': u'hpe-voicevm-76.genesyslab.com',
                u'RTargetObjSelDBID': u'',
                u'ChatServerPort': u'7160',
                u'CBR-Interaction_cost': u'',
                u'CBR-contract_DBIDs': u'',
                u'RTargetAgentSelected': u'Agent1',
                u'CBR-IT-path_DBIDs': u'',
                u'RTargetRuleSelected': u'',
                u'RTargetPlaceSelected': u'Agent1',
                u'CBR-actual_volume': u'',
                u'RTenant': u'Environment',
                u'ChatServerDBID': u'155',
                u'RRequestedSkills': None,
                u'RRequestedSkillCombination': u'',
                u'RVQDBID': u'',
                u'RStrategyDBID': u'125',
                u'CustomerSegment': u'default',
                u'PegAG?: 2>1': 1,
                u'ServiceType': u'default',
                u'ServiceObjective': 0,
                u'RTargetRequested': u'?: 2>1',
                u'RTargetAgentGroup': u'?: 2>1',
                u'RStrategyName': u'SimpleChatInStrategy',
                u'Subject': u'Customersupport'
            },
            u'currentQueue': u'SimpleChatInQueue',
            u'interactionSubType': u'InboundNew',
            u'capabilities': [],
            u'state': u'Revoked',
            u'messageType': u'InteractionStateMessage',
            u'id': u'0000Ja8V814907KS',
            u'channel': u'chat',
            u'interactionType': u'Inbound'
        },
        u'channel': u'/v2/me/interactions'
    },
    {
        u'successful': True,
        u'advice': {
            u'interval': 0,
            u'timeout': 30000,
            u'reconnect': u'retry'
        },
        u'id': u'15',
        u'channel': u'/meta/connect'
    }
]

Chat Accepted

[
    {
        u'data': {
            u'chat_notifications': [
                {
                    u'EventId': 1,
                    u'NoticeText': None,
                    u'NoticeType': None,
                    u'MessageText': None,
                    u'UserId': u'009B51CDF64818CA',
                    u'MessageType': u'PARTY_JOINED',
                    u'UserType': u'Client',
                    u'Visibility': u'All',
                    u'NickName': u'CustomerName!L'
                },
                {
                    u'EventId': 2,
                    u'NoticeText': None,
                    u'NoticeType': None,
                    u'MessageText': u'testmessage1fromclient',
                    u'UserId': u'009B51CDF64818CA',
                    u'MessageType': u'NEW_MESSAGE',
                    u'UserType': None,
                    u'Visibility': u'All',
                    u'NickName': None
                },
                {
                    u'EventId': 3,
                    u'NoticeText': None,
                    u'NoticeType': None,
                    u'MessageText': u'testmessage2fromclient',
                    u'UserId': u'009B51CDF64818CA',
                    u'MessageType': u'NEW_MESSAGE',
                    u'UserType': None,
                    u'Visibility': u'All',
                    u'NickName': None
                },
                {
                    u'EventId': 4,
                    u'NoticeText': None,
                    u'NoticeType': None,
                    u'MessageText': u'testmessage3fromclient',
                    u'UserId': u'009B51CDF64818CA',
                    u'MessageType': u'NEW_MESSAGE',
                    u'UserType': None,
                    u'Visibility': u'All',
                    u'NickName': None
                },
                {
                    u'EventId': 5,
                    u'NoticeText': None,
                    u'NoticeType': None,
                    u'MessageText': None,
                    u'UserId': u'009B51CDF65418CC',
                    u'MessageType': u'PARTY_JOINED',
                    u'UserType': u'Agent',
                    u'Visibility': u'All',
                    u'NickName': u'TestName'
                }
            ],
            u'userData': {
                u'IdentifyCreateContact': u'3',
                u'RTargetTypeSelected': u'2',
                u'RTargetObjectSelected': u'?: 2>1',
                u'RVQID': u'',
                u'ChatServerAppName': u'es_chat',
                u'ChatServerHost': u'hpe-voicevm-76.genesyslab.com',
                u'RTargetObjSelDBID': u'',
                u'ChatServerPort': u'7160',
                u'CBR-Interaction_cost': u'',
                u'CBR-contract_DBIDs': u'',
                u'RTargetAgentSelected': u'Agent1',
                u'CBR-IT-path_DBIDs': u'',
                u'RTargetRuleSelected': u'',
                u'RTargetPlaceSelected': u'Agent1',
                u'CBR-actual_volume': u'',
                u'RTenant': u'Environment',
                u'ChatServerDBID': u'155',
                u'RRequestedSkills': None,
                u'RRequestedSkillCombination': u'',
                u'RVQDBID': u'',
                u'RStrategyDBID': u'125',
                u'CustomerSegment': u'default',
                u'PegAG?: 2>1': 1,
                u'ServiceType': u'default',
                u'ServiceObjective': 0,
                u'RTargetRequested': u'?: 2>1',
                u'RTargetAgentGroup': u'?: 2>1',
                u'RStrategyName': u'SimpleChatInStrategy',
                u'Subject': u'Customersupport'
            },
            u'currentQueue': u'SimpleChatInQueue',
            u'interactionSubType': u'InboundNew',
            u'inQueues': {
                u'SimpleChatTranscriptQueue': u''
            },
            u'capabilities': [
                u'Transfer',
                u'PlaceInQueue',
                u'StopProcessing',
                u'PlaceInWorkbin',
                u'UpdateProperties',
                u'Reply'
            ],
            u'state': u'Accepted',
            u'messageType': u'InteractionStateMessage',
            u'sessionId': u'0000Ja8V814907KS',
            u'id': u'0000Ja8V814907KS',
            u'channel': u'chat',
            u'interactionType': u'Inbound'
        },
        u'channel': u'/v2/me/interactions'
    },
    {
        u'successful': True,
        u'advice': {
            u'interval': 0,
            u'timeout': 30000,
            u'reconnect': u'retry'
        },
        u'id': u'16',
        u'channel': u'/meta/connect'
    }
]

Chat Notifications

[
    {
        u'data': {
            u'chat_notifications': [
                {
                    u'EventId': 3,
                    u'NoticeText': None,
                    u'NoticeType': None,
                    u'MessageText': u'testmessage1fromclient',
                    u'UserId': u'009B51CDF65818CD',
                    u'MessageType': u'NEW_MESSAGE',
                    u'UserType': None,
                    u'Visibility': u'All',
                    u'NickName': None
                }
            ],
            u'userData': {
                u'IdentifyCreateContact': u'3',
                u'RTargetTypeSelected': u'2',
                u'RTargetObjectSelected': u'?: 2>1',
                u'RVQID': u'',
                u'ChatServerAppName': u'es_chat',
                u'ChatServerHost': u'hpe-voicevm-76.genesyslab.com',
                u'RTargetObjSelDBID': u'',
                u'ChatServerPort': u'7160',
                u'CBR-Interaction_cost': u'',
                u'CBR-contract_DBIDs': u'',
                u'RTargetAgentSelected': u'Agent1',
                u'CBR-IT-path_DBIDs': u'',
                u'RTargetRuleSelected': u'',
                u'RTargetPlaceSelected': u'Agent1',
                u'CBR-actual_volume': u'',
                u'RTenant': u'Environment',
                u'ChatServerDBID': u'155',
                u'RRequestedSkills': None,
                u'RRequestedSkillCombination': u'',
                u'RVQDBID': u'',
                u'RStrategyDBID': u'125',
                u'CustomerSegment': u'default',
                u'PegAG?: 2>1': 1,
                u'ServiceType': u'default',
                u'ServiceObjective': 0,
                u'RTargetRequested': u'?: 2>1',
                u'RTargetAgentGroup': u'?: 2>1',
                u'RStrategyName': u'SimpleChatInStrategy',
                u'Subject': u'Customersupport'
            },
            u'currentQueue': u'SimpleChatInQueue',
            u'interactionSubType': u'InboundNew',
            u'inQueues': {
                u'SimpleChatTranscriptQueue': u''
            },
            u'capabilities': [
                u'Transfer',
                u'PlaceInQueue',
                u'StopProcessing',
                u'PlaceInWorkbin',
                u'UpdateProperties',
                u'Reply'
            ],
            u'state': u'Accepted',
            u'messageType': u'InteractionStateMessage',
            u'sessionId': u'0000Ja8V814907KU',
            u'id': u'0000Ja8V814907KU',
            u'channel': u'chat',
            u'interactionType': u'Inbound'
        },
        u'channel': u'/v2/me/interactions'
    },
    {
        u'successful': True,
        u'advice': {
            u'interval': 0,
            u'timeout': 30000,
            u'reconnect': u'retry'
        },
        u'id': u'17',
        u'channel': u'/meta/connect'
    }
]

This page was last edited on September 11, 2013, at 17:20.
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